Event Recordings

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
• Defence CoP – Evolving Service Management in Defence

Conference Presentations

• ITSM2020 presentations 
• ITSM2021 presentations 
• ITSM22 presentations 
• ITSM23 presentations 
• ITSM24 presentations 
• ITSM25 presentation

ITIL Case Study Day

• PeopleCert – The ITIL Maturity Model and Beyond, Ashley Bassett
• DWP Digital ITSM Journey, Ethan Taylor
• Service Design at DWP Digital, Simon McCarthy
• BT Group ITSM Journey, Nicci Posrlewaite
• Incident Management at BT Group, Vlaerie Wilson
• University of Birmingham ITSM Journey, Ian Bowman
• Configuration Management Practice at University of Birmingham, Chris Miles

• ITIL Performance Benchmarking 2026 Survey Results, Dmitry Isaychenko

• Separation, Strategy and the Practice Journey, Nicola Postlethwaite

• From Service Catalogue to Capability-Led Service Management, Nicola Postlethwaite,

• From Complexity to Clarity, our IT Transformation story, Callum Coatham

• Service Request Management: Driving Standardisation, Automation & Service Excellence, Siva Sivathasan

ITSM Tooling Case Study Day

• Enabling the Future of Service Management: Vodafone’s Transformation with Smart IT, Rina Ness & David Heaps
• Behind the Scenes of Ours ITSM Tooling Overhaul, Lee Young
• Procurement, People and Persistence: DHCW’s ITSM Tooling Story, Keith Reeves

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 IT support to enterprise nerve centre: ESM is the CIO’s AI-era edge, 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
• IT Service Continuity Management, Paul Love
• ITIL 4 Certification renewal process & updates, Markus Bause
• 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
• ITIL in 2026 and Beyond – Introducing ITIL (Version 5), Roman Zhuravlev
• ITIL (Version 5) Managing Professional Track: Product, Service, and Experience, Roman Zhuravlev and Mark Smalley
• ITIL (Version 5) The New ITIL for Leaders: Defining direction in an ever-changing environment, Roman Zhuravlev & Kaimar Karu
• ITIL (Version 5) The New ITIL for AI Governance: How to adopt AI without losing control, Roman Zhuravlev and James Finister
• ITIL (Version 5): Qualification Scheme and Certification Pathways, Vicky Hunter
• 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
• Service Configuration & IT Asset Management: All the Gear, No Idea?, Pallab Dasgupta and Jonathan West
• Selling Experience Management and XLA to C-Level, Mark Smalley
• 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 Experience Distortion of IT Service Management, Katrina Macdermind
• 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
• March 2026 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 

• AI in ITSM: Ready or not, it’s here, Valerie Wilson
• AI in Problem Management: Turning operational data into actionable problem insights, Vawns Murphy
• Ai in Incident Management: Detect earlier, Diagnose faster, Resolve smarter, Valerie Wilson
• AI in Knowledge Management: Turning knowledge into intelligence support, Valerie Wilson, Chevonne Hobbs and Ian Taylor
• 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
• Home Truths: Big Projects or Continual Improvement?
• 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
• Service Transition, Simon McCarthy, Fabiana Lombardi-Barron, Phil McClure, Hasanath Ullah, Rachel Roper
• SM Tooling, Mark Temple
• The Good, The Bad, and the Auditable: Lunch & Learn, Keith Reeves

SM Forum – AI in ITSM: Does size matter?

• Small Enough to Move, Big Enough to Break – One organisation, one model, every mistake worth learning from, Mark Thomas
• Prove it or lose it – Building a measurable AI programme with Rovo, Matthew Hallet and Dylan Bolton
• The ELM® Platform – A model for safe, equitable, and sustainable GenAI transformation, Jim Killough
• Data to action in seconds – The rise of experience intelligence, Mark Bewick

SM Forum – Agentic AI and ITSM

• Rewriting the playbook: Agentic AI, Digital Trust, and the next generation of ITSM, Mark Thomas
• AI within the service desk environment, Jason Hamer
• Behind the scenes with AI Agents: how they actually work to automate IT Service Delivery, Matt Bramley and Sam O’Neill

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 – 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 – SIAM directions and challenges

• SIAM 2030: Built to Evolve in a Complex, Multi-Provider World, Steph Ward
• SIAM and AI: a Deep Dive into a new BoK Compendium, Chevonne Hobbs
• SIAM in Action: Onboarding & Transition Activities where a Single Service Provider joins an Eco-system, Scott Manning

• Reach Out @ University of Glasgow supported by RO:bot, Mark Temple, University of Glasgow
• Trends, patterns and timelines: using AI to support decision making, Andy Ferguson, University of Birmingham
• How to manage the unmanageable, Ian Teasdale and Alwyn Collinson , University of Oxford
• Mission Control: giving AI agency (without losing control), Sam O’Neill, Phil Mayes, Aparajita Dayaranjan, Freshworks

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: 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: 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?