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North Region Member/SLM SIG Meeting
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ITSMF UK North Regional and Service Level Management SIG Meeting

When: 27 June 2016
9.30 AM until 4.00 PM
Where: Sheffield Hallam University
City Campus
Arundel Gate
Sheffield, South Yorkshire  S1 1WB
United Kingdom
Contact: Events Team
0118 918 6500

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Welcome to the second itSMF North Region event of 2016 – our thanks to Sheffield Hallam University for hosting the meeting and to all presenters for giving their time and expertise so generously.  We’ll start the meeting with an overview of the Service Level Management Special Interest Group, led by Tony Oxley and Simon Hodgson, followed by a discussion on SIAM.  The aim of this session is to promote thought, discussion and a better understanding of SIAM, with a particular reference to its influence on Service Level Management.  We will look at what SIAM really is from a SLM perspective, and explore the concept that it is not just multi-vendor Service Management, but more about fostering a collaborative approach to working across all IT Service providers, both internal and external.  We will examine the practical challenges of implementation and what processes, tools, and models can help SLM teams in the implementation of SIAM.  This will be supported by a real world example experienced at Rolls-Royce plc.  You’ll get the chance to explore these ideas further in facilitated workshops. 

Jo Leggett and Neil Bennett will then describe how BJSS, an award-winning delivery-focused IT consultancy worked with HSCIC, the government’s health information service to replace ‘Choose and Book’ (the system enabling patients to select consultants and appointments).  You’ll find out what it was really like to go live with one of the largest NHS IT systems: was this a ‘David and Goliath’ situation, or does collaboration and planning pay off?  The drivers for this service were: assuring systems availability – the whole country is a user – patient safety, security and confidentiality.  Hear Jo and Neil talk about their experiences, how they worked together to understand the patient journey and how technology can – and does – support the patient experience.  Come and listen to the inside story of what really happened!

After lunch, we’ll hear the latest news from the itSMF from Jen Smith and then we’ll turn our attentions to the future of ITSM, starting with an update from Lynn Dawson (SHU), who will discuss the teaching of service management and ITIL disciplines to students; how they are assessed and the skills they acquire.  Lynne is hoping to gain feedback from delegates on whether the syllabus is appropriate, and if anything should be included, such as IT4IT. Lynn will be bringing along five university students from across all years and a range of courses to take part in the day and encourages all delegates to interact with them.

Following that, Keith Burton and Tony Gannon will talk about how the University IT department set out on a journey to improve its service management, starting with an education plan for key staff based on ITIL good practice, but also covering specialist BSC courses. Following this, colleagues were invited to workshops to share their ideas; feedback was analysed and CSI plans identified.  The IT Department is now restructuring with some external consultancy and plans are being made for the next stage of this exciting improvement journey.  This will be followed by a breakout session to delve into these ideas further.

We’ll conclude with a summary of the day. 



Agenda Item

09:30 – 10:00

Registration and refreshments

10:00 – 10:15

Introduction and welcome – Anna Leyland, Tony Oxley and Simon Hodgson

10:15 – 11:15


11:15 – 11:30


11:30 – 12:00

SLM Breakout session

12:00 – 12:45

BJSS/HSCIC Case Study – Jo Leggett and Neil Bennett

12:45 – 13:30


13:30 – 13:45

itSMF Update – Jen Smith

13:45 – 14:15

ITSM at SHU – Lynne Dawson

14:15 – 15:00

SHU: the Service Management journey – Change, Problem and other disciplines – Keith Burton/Tony Gannon

15:00 – 15:45

Break and break out session

15:45 – 16:00

Meeting review and closure – Anna Leyland, Tony Oxley and Simon Hodgson


We hope you can attend the North Region/SLM SIG Meeting and look forward to seeing you on 27 June 2016.

Kind regards

Anna Leyland – North Region Working Party and Tony Oxley and Simon Hodgson – Service Level Management Special Interest Group

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21 Easthampstead Road
Berks RG12 1JS

Tel: 0118 918 6500

Fax: 0118 969 9749

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