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Event Recordings

Below you'll find a list of events which we’ve been able to record and make available for on-demand viewing.

Some content is available in the public domain via our YouTube channel, and therefore includes the direct link, but most are for Members only and you will need to login to the Member Area here to access.
Case Studies

  • 10 Years of Enterprise Service Management, CERN 
  • Migrating HSBC’s Incident and Major Incident Management processes to ServiceNow, HSBC
  • ServiceNow Deployment, HMRC
  • Vodafone’s evolution from Problem Management to Reliability Management, Sean Auckland and Thomas Krenz
Community of Practice

  • Please visit the Community of Practice group pages in the member area for CoP event recordings.
  • Community of Practice – Joint event – ITSM Maturity Assessments
  • Community of Practice: From Armed Forces to Service Management – making your skillset count
  • Community of Practice:  Armed Forces – Navigating the Path to Mental Resilience During Military Transition
  • Service Design Community Launch
Conference Presentations

  • ITSM2020 presentations 
  • ITSM2021 presentations 
  • ITSM22 presentations 
  • ITSM23 presentations 
  • ITSM24 presentations 

Webinar Series

  • Agile Service Management, Richard de Kock
  • An Introduction to Being a Service Architect, Claire Drake
  • Blending best practice frameworks, Daniel Breston
  • Business Continuity, Daniel Breston
  • Business Relationship Management, Jonathan Boyd
  • Business Simulation 2023 Launch, Gamingworks
  • Change & Release Management, John Noctor
  • Cloud Centre of Excellence (CCOE), Mark O’Loughlin
  • Co-creating value in organisations, David Barrow
  • Communicating and Marketing SM to the Business/Senior Management, Akshay Anand
  • Connecting Risk & Compliance with ITSM, Rob Akershoek, Prof. Dr. Andreas Hartmann, Mário Patoprstý
  • Continual Improvement, Ian MacDonald
  • Creating a New Digital Operating Model (powered by IT4IT), Rob Akershoek
  • CYNEFIN, Dave Snowden
  • Digital Transformation / Evolution, Richard de Kock
  • Driving Digital Transformation: Unlocking ITSM’s Strategic Role, Agnieszka Bochacka
  • Experience Level Agreements (XLA), Neil Keating
  • Exploring current ITSM trends, Rob Akershoek
  • FitSM Standard, Mart Rovers
  • Four keys for driving better business value and results with your Service Desk, Doug Tedder
  • From Service Desk to Customer Value: Service Management Value Streams, Roman Zhuravlev
  • From SLA to XLA and back: an ITIL journey, Roman Zhuravlev
  • How do ITIL 4 and ISO/IEC 20000 fit together? Lynda Cooper
  • How to increase customer adoption of digital tool and portals, Barclay Rae
  • Introducing the DTMethod, a methodology that helps apply Design Thinking in Organisations! Rafal Czarny
  • Introducing the PeopleCert Accredited Tool Vendor Programme
  • IT4IT 3.0: Designed for Managing Digital, Rob Akershoek
  • ITIL Certification renewal process & updates, Markus Bause
  • IT Service Continuity Management, Paul Love
  • ITIL 4 Create, Deliver & Support, Barclay Rae
  • ITIL 4 Digital & IT Strategy, Erika Flora
  • ITIL 4 Direct, Plan and Improve, Lou Hunnebeck
  • ITIL 4 Drive Stakeholder Value, Signe-Marie Hernes Bjerke (Sigma)
  • ITIL 4 Extension Modules, Roman Zhuravlev
  • ITIL 4 High-Velocity IT, Mark Smalley
  • ITIL 4 Way of Thinking and Working, Akshay Anand
  • Kanban Method, Matt Turner
  • KCS Knowledge Management, Laura Lockley
  • Major Incident Management, Andrew Vermes
  • Making LinkedIn work for you!, John Espirian
  • Perils of relying on AI for Licence Management, Stuart Dicken and Alex Cojocaru
  • Post Incident Reviews, Andrew Vermes
  • Problem Management, Andrew Vermes
  • Problem Management: Reflecting on a decade of progress and challenges, Barry Corless
  • PSMF: managing skills with our self-assessment and action plan, Matthew Burrows
  • Repairing ITIL’s blind eye, Jan Van Bon
  • Service Catalogue, Barclay Rae
  • Setting a strategic direction & capability for your Service Desk, John Noctor
  • Site Reliability Engineering, Barry Corless
  • Supplier Management, Barry Corless
  • Sustainable Service Management for sustainable business, Barclay Rae
  • The 5 customer service taboos….and how to prevent them!, Chris Markiewicz
  • The best kept secret in Business & IT alignment? The COBIT goals cascade!, Mark Thomas
  • The CAB is Dead. Long Live the CAB, Doug Tedder
  • The Perfect Match: Your Service Desk and ITIL practices, Val Wilson
  • The Tangible and Intangible Value of the Ineffable DevOps, Mark Smalley
  • Unified Service Management Model (USM) – Repairing ITIL’s blind eye, Jan van Bon
  • Value Stream Mapping, Daniel Breston
  • VeriSM, Claire Agutter
  • Work Life Balance in Major Incidents, Andrew Vermes
VALUE Series – Ken Wendle
  • Introduction to The V*A*L*U*E Formula
  • Value: It’s more than you think
  • Crafting a Value Vision: Where do you think you’re going?
  • Alignment: Let’s get focused!
  • Discover your Uniqueness, Increase your Value 
  • The Secret Sauce is Execution: Getting things done
  • Synergy: Getting it together, keeping it together (The V.A.L.U.E. Formula)
Introduction to Service Management
  • Service management – where do I start?

Member Forum

  • March 2021 update, itSMF UK Board & Operations Team
  • March 2022 update, itSMF UK Board & Operations Team
  • March 2023 update, itSMF UK Board & Operations Team
  • March 2024 update, itSMF UK Board & Operations Team
  • March 2025 update, itSMF UK Board & Operations Team

Member Meet up

  • Benefits of a CMDB, Chris Kingsbury
  • Crafting the Next Generation of Service & Experience Management, Alan Nance
  • Diversity and Inclusion, a CGI panel
  • Green IT and Service Management: How big is your mailbox? Adam Turner, Stephen Cull and Howard Gray
  • Has ITIL had its day? Gareth Farr
  • How do we measure success in ITSM, Sean Burkingshaw
  • How I cheated Change Management, Chris Kingsbury
  • Implementation and driving value from a CMDB, Jim Donnelly
  • Inspiring the next generation into Service Management, Charmaine Dealy, Cristan Massey
  • International Women’s Day – itSMF Style, Val Wilson, Frieda Morton-Evans, Chevonne Hobbs and Marida Lotz-Henning
  • Major Incident Management: best practice, trends and insight, Barry Corless and Andrew Vermes
  • Putting Knowledge Management on the map!  Matt Hall and Stin Mattu
  • Shaping the future of Service Management, Gareth Farr
  • Transforming CX – The dynamic duo of Service Desk & Change Enablement, Val Wilson, Jon Childs, Kevin Doherty and Stephen Shields
Lunch and Learn 
  • Asset Management, Pallab Dasgupta and Hakim Mohamed
  • Availability Management, Marida Lotz-Henning, Mark Jameson and Alun Deal
  • Capacity & Performance Management, Marida Lotz-Henning, Paul Love and Gary MulQueen 
  • Capacity & Performance Management, Marida Lotz-Henning, Paul Love, Sarah Knowles and Gary MulQueen 
  • Framework Face-Off: ITIL, COBIT, and ISO Walk into a Bar… Sean Burkinshaw
  • From Superstition to Strategy: Risk Management on Friday the 13th, Matt Hoey
  • Major Incident Management, Martin Goble
  • Problem Management, Marida Lotz-Henning and Roger Bennett
  • Problem Management, Martin Goble, Sean Auckland and Cristina Iacobescu
  • Service Design, Chevonne Hobbs
  • Service Management and Organisational Culture, Richard Horton
  • Security as your friend, Richard Horton
  • SM Tooling, Mark Temple
  • The Good, The Bad, and the Auditable: Lunch & Learn, Keith Reeves

SM Forum – Agile Service Management 

  • Agile SM – an ITIL perspective, Phil Hearsum
  • Developing an agile service management strategy, Nathan McDonald
  • Does agile service management really exist? Martin Goble

SM Forum – Cloud & ITSM

  • Are you ready for change? Mark O’Loughlin
  • Experience the art of the possible, Nerys Mutlow and Olivia Thomas
  • Getting the ‘Cloud’ right – the Culture & Cloud eXperience way, Richard de Kock
  • Where next? Duncan Watkins
SM Forum – Enterprise Service Management in Practice
  • Evolution of ESM, Barclay Rae
  • ESM at Cern, Gyorgy Balazs
  • Service Centre transition at KCL, Ben Stokes-Reade
  • Seamless employee experiences with ESM, Luke Hyde and Dennis Wahome

SM Forum – IT Asset Management Trends and Directions
  • IT Asset Management – current trends and direction, Stuart Dicken
  • Traditional SAM to SAM as a Service – a journey of transformation, Julia Veall
  • Building asset management from the ground up, Tracey Gallagher
  • Accelerate your digital transformation by leveraging ITAM, Ross Surplice, Christos Frangou and Matt Bramley
SM Forum – ITOM, AIOps and ITSM

  • Connecting the dots between ITOM, AIOps and ITSM, James Hammond
  • Destination: AI-powered Service Operations, Martin Jaeger
  • ITOM, ITSM and AIOps – how did we get here and where are we going? Daniel Breston
  • Striving towards Zero Touch Technical Operations, Stephen Nunn
SM Forum – Self-service, automation and CX

  • Co-creating Value and improving Customer Experience: new Governance Challenges for ESM, Barclay Rae
  • Is it time for Experience-centric Service Management? Ian Aitchison
  • Lessons from Two Decades of Tool Implementations, Akshay Anand
  • Self-Service & Automation – you need to knock this out of the park, Patrick Bolger

SM Forum – Taking ITIL 4 to the next level

  • Lessons from two Decades of Tool Implementations, Akshay Anand
  • Reaching Everest Base Camp with ITIL 4, Luis Ribero
  • The ITIL Maturity Model, Roman Zhuravlev
SM Forum – Customer Experience: time for a rethink?
  • Experience Management: use it to improve service to your employees – Mark Bewick and Neville Hughes
  • Hyperautomation to enhance the customer experience – Damien Davis and Dale Cheeseman
  • Why does it matter? Duncan Watkins
  • Where does CX start and stop? Jonathan Boyd
SM Forum – AI: how are we doing so far?
  • AI: adoption, issues and successes, Barclay Rae
  • AIOps and the changing face of incident management, Duncan Watkins
  • Where AI works best for Service Operations, Dom Colsen and Kishor Patel
  • AI in the enterprise, practical experience from BT, Clare Stout
SM Forum – Service automation and CI – adding value with AI and machine learning

  • Delivering value and CI with service automation, Vawns Murphy
  • New trends in automation and AI, Duncan Watkins
  • AI in the enterprise, practical experience, Clare Stout
  • What and where to automate: practical steps in service automation, AI and ML, Dean Clayton
SM Forum – SIAM – success factors and future directions
  • The global state of SIAM 2024, Claire Agutter and Stephanie Ward
  • ISO20000 Part 14: a standard for SIAM, Michelle Major-Goldsmith and Finbarr Callam
  • SIAM implementation in the Government sector, Gary Williams
  • Key factors for a successful SIAM implementation, Martin Neville
SM Forum – Health & Wellbeing at Work
  • Back to Business – my Healing Story, Milla Kuosmanen
  • Menopause and Mental Health, Helen Morris
  • Harnessing Resilience: Strategies for Thriving with ADHD in the Workplace, Sarah Morgan
  • Your Secret Superpower to Stop Stress in its Tracks, Hannah Holden
SM Forum – SIAM future directions
  • The Evolution of SIAM, Claire Agutter and Stephanie Ward 
  • SIAM and Experience Management, Robin Marchand
  • Creating Policy for a Complex SIAM Ecosystem, Caroline Harding 
  • Implementing a Global SIAM Team – the Journey to date, Neil O’Reilly
Sector spotlight: Service Management in the Healthcare sector
  • Welsh nursing care record – Putting people at the centre of digital delivery, Lesley Jones and James Braun
  • NHS England – Pushing Agile to the limits, Robert Marsh
  • Workplace improvements in the NHS, Paul Reid
  • Towards a net zero NHS: Sustainability in the Healthcare Sector. Howard Gray
  • Hybrid working within the NHS, Tom Monaghan
  • The shiny new healthcare thing that really helps, Paul Wilkinson
Sector spotlight: Major Incidents & Cyber Security – Protecting our Universities
  • Major incidents in HE and how to prepare for the unexpected, Andy Dunn and Kevin O’Brien

  • Major incident management – changing the culture, Andrew Dixon and Ian Teasdale

  • Northumbria University cyber attack – lessons from managing a major incident, Simon Corbett

  • The state of cyber security in higher education, Mick Rutherford

Sector spotlight: Digital services in Central Government – agile, re-usable, manageable
  • Service management and the Strategic Reference Architecture, Ethan Taylor
  • Service management organisational structures: you build it, you fix it, Geoff Soper
  • Employing ISO/IEC 20000 and ITIL for effective governance in digital services, David Booth 
Sector Spotlight: next steps for ITSM in the financial services industry
  • Rebuilding our CMDB so that it delivers value, Claire Wilson
  • The European Central Bank’s Journey into the Multi-Cloud-Verse, Christiaan Vonk
  • Delivering security and compliance via ITSM solutions in the financial services sector, Effie Bagourdi 
Sector Spotlight: Unified service management and digital skills in our universities
  • Is there good practice for IT service management in education? Roman Jouravlev and Akshay Anand
  • Why do we need so many systems? Mark Temple
  • Managing skills and expectations for the ‘digital native’, Mike Burns
  • Digital acceleration: taking the next step on the service management maturity curve, Nathan Hallam and Dennis Wahome
Sector spotlight: Rethinking service design and tackling the challenges faced by modern service desks
  • How NHS communities are tackling the challenges faced by modern service desks, Sally Bogg
  • Service design and transition for a product-led world, Lisa Flounders
  • User-centred design at Digital Health and Care Wales, Dani Obi
  • Healthcare of the future: radical transformation or incremental development? Daniel Eyre
  • Remodelling healthcare’s service management framework to tackle modern cybersecurity challenges, Ashwin Ram
Sector spotlight: service management challenges in banking and financial services
  • LLM-powered AI agents in financial services, Duncan Watkins
  • DORA and operational resilience in the financial services sector, Ketan Patel
  • Advanced financial forecasting for budget and cloud costs, Michela Bragagnolo and Tal Strauss
  • Driving digital transformation in financial services with AI-powered ITSM, Luc Roi and Anand Elangovan
Special Interest Groups

  • What does ITIL 4 mean for Problem Management? Barry Corless & Claire Burn

Sponsored Events

  • 7 Practical ITIL 4 tips for Service Professionals, Barclay Rae & ManageEngine
  • Automate Network Operations. Shift-Left. Empower Service Management. Barclay Rae & NetBrain TechnologAI: how are we doing so far?

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