Event Listing: Transforming User Experience

ITAM_ITSM_LOGOS_FINALFollowing the success of our recent IT Asset Management events program we are very pleased to announce our very own series of events here at The ITSM Review, beginning with ‘Transforming User Experience – Enterprise Service Management and Self Service’ Seminar at the BCS in central London.

In a nutshell: The Transforming User Experience – Enterprise Service Management and Self Service expert led seminar will highlight how the use of self service and automation can help IT departments to focus on key business priorities.

Helping Customer Help Themselves

Do you want to ensure your team or department is viewed as a valued provider and business enabler? This event focuses on how tools and techniques used in IT can be utilised across organisations and enterprises to build real collaboration, improve efficiency and quality of work.

This free* seminar, led by ITSM authority Barclay Rae, will provide practitioners with access to key knowledge and practical guidance on ITSM, networking/interaction and the opportunity to discuss issues with industry peers, together with access to recent ITSM Review Group Test content on Enterprise Service Management/Outside IT and Self Service.

This is an extraordinary opportunity to explore the current challenges of 2-speed ITSM together with practical examples of how to re-invent the IT department using self-service, automation, Enterprise Service Management and positive transformation from with one of ITSM’s leading professionals.

*Free to attend, however cancellations charges apply.

Event Summary

  • Who: The ITSM Review
  • What: Transforming User Experience – Enterprise Service Management and Self Service
  • When:  6th March 2015
  • Where: BCS Offices, The Strand / Covent Garden, Central London
  • Cost: Free
  • How: Click here to book

 

Speaker Profile

SITS ITSM Contributor of the Year 2014 - Barclay Rae
SITS ITSM Contributor of the Year 2014 – Barclay Rae

SITS ITSM Contributor of the Year 2014, Barclay Rae is an experienced consultant, mentor and business manager. With over 25 years working in the industry & upwards of 500 ITSM projects under his belt, you can be sure that his latest seminar will be packed full of practical & proven tips & tricks.

His work as a consultant, mentor and ITSM analyst have put him in high demand at industry conferences globally with appearances at SITS, itSMF, Pink Elephant, Fusion, BCS etc & we are thrilled to have him leading this seminar.

Transforming User Experience – Enterprise Service Management & Self Service will draw from Barclay’s wealth of experience & recent market research, along with practical examples, to help delegates use strategic direction and recognise end-user opportunities to improve their ITSM.

Agenda

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Speakers & Sessions

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Sponsors

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Anybody for some festive networking?

christmasIt’s happening. Our first post about Christmas is here. To be fair, the Christmas cards have been in the shops (in the UK) since September and it is (believe it or not) only 34 days until Christmas Day, so hopefully that means I can get away with posting festive cheer in November?!

To avoid hearing too many “bah humbugs” I’ll try to keep this post short and sweet. We are arranging an informal ITSM and ITAM Christmas meal in London on Monday 9th December (yes it’s on a school night) and we would love for as many of our readers to join us as possible.

Whether you’re a practitioner, vendor, or consultant we would love to have you come along for some informal networking, Christmas crackers, putting the ITAM and ITSM world to rights, a few tipples, and generally just a fabulous time.

Full details on location, costs and how to RSVP can be found below. Apologies to all of our readers outside of the UK, as our sites continue to grow and prosper we hope to be able to arrange similar networking events like this on a more global basis.


WHAT

Informal ITSM and ITAM Christmas meal

WHERE

7pm – 8pm drinks at The Phoenix Artist Club

8pm onwards meal at Punjab (because Indian is very Christmassy, ok?)

WHEN

Monday 9th December from 7pm GMT

COSTS

Cost of your individual meal and drinks will be payable on the night. We recommend budgeting between £30-50 for the evening. Please note that we will not be responsible for the final bill. There is a £10 deposit required per person.

RSVP

Please contact me directly to confirm your attendance. Deposit instructions will then be provided.

CONFIRMED ATTENDEES

If your name is not on this list and you were expecting it to be, or if your name is on the list and you can now no longer attend please let me know!

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Competition: Why do you deserve a free ticket to this year’s itSMF UK conference?

fireworks

As part of our Media Partnership with the itSMF UK Conference and Exhibition, 4-5 November in Birmingham, we have a free ticket (to both days of the event) to giveaway to one lucky reader.

So pay close attention, because this is a great giveaway!

The ticket

The free ticket will include:

  • Entry to the pre-conference networking event on Sunday 3rd November
  • Entry to both days of the conference and exhibition (Monday 4th and Tuesday 5th November)
  • Entry to the fabulous Awards Dinner on the evening of Monday 4th November

The ticket will not include:

  • Any accommodation
  • Travel expenses (we’re generous, we’re not THAT generous, sheesh!)

The full value of this ticket is £901.00 + VAT. The cost of this ticket to the winner will be £0.00. The value of this ticket to the winner will be… immense.

The competition

It’s simple.  Just tell us why you deserve to win a free ticket.

To be clear, we don’t want to hear stories about how you need the ticket to help you escape from work for a  couple of days because the colleague who sits next to you drives you mental singing along to “I Will Survive”  every day. Trust us, a free event ticket is not what you need to deal with that.

We want to know what great things you have achieved in the ITSM space to warrant a free pass to such a great conference.  We want to know how this conference will help you in your day-to-day job and why you need that help. We want to know how this ticket will change your ITSM life!

Oh, and did I mention that we need all that in less than 200 words?

Submit your entry here.

The Rules

  1. Deadline to enter is Friday 18th October
  2. You don’t have to be an itSMF UK member to participate in this competition
  3. This competition is open to readers all over the world
  4. How to enter: Post your reason why you deserve to win this free ticket here
  5. The ITSM Review will choose the winning entry
  6. The ITSM Review’s decision is final (and all that jazz…)
  7. We reserve the right to change the rules retrospectively at any point, because… well because this is our competition and we said so.

GOOD LUCK and make your 200 words count!

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itSMF Regional Seminars: Where Speed Dating meets Networking?!

Speed Dating meets Networking?

When I went to my first itSMF Regional Seminar last month, I never would have believed that I would be putting those words together!

The event (hosted by Attenda for the London and South East region) was focussed on End to End Service Management, as well as that all important networking element.

According to outgoing Chair Jane Suter, their last attempts hadn’t been quite as successful, revolving around groups moving from room to room.  However, on arrival, we were handed slips of paper with what looked like safe-combinations on them, and corresponding numbers were dotted about the venue, the idea being that at the various breakouts, we proceeded to the relevant number on the list to meet with like minded numbers!

This worked really well until we got to lunch time when we actually missed out one session altogether and the feedback session for the last one took a while – but it was actually a very valuable session.

I suggested that they should build in the time to do more detailed feedback, because after each presentation, and then each networking session, we were encouraged to look at the subject matter and incorporate those into our introductions.

I’m sure it’s an approach that has been done before, but was a pretty effective mechanism and a good icebreaker, especially for a few of us who were first-timers at these events.

The Role of the new CIO in an End-to-End Service Management Environment – Mark Fowle, Attenda

This was a well presented and well thought out presentation, not pitching Attenda, but putting forward their perspective based on their customer base.

The presentation focused on how the IT Director role was perhaps drifting away and being replaced with that of a Chief Information Officer as a key contributor – moving away from pure technical focus and looking to solve business problems.

When I put this in context with a CIO pitch a week later at the itSMF UK Software Tools Forum in Manchester – the focus of is very much on achieving business outcomes, setting and achieving meaningful Key Performance Indicators (KPIs).

Enforcing Service Management practices through interoperable systems – Neil Forster, Attenda

Neil’s time was perhaps a little shorter than he had intended, as he ran us through how Attenda put a management layer over the top of their third party tools to provide them with platform to get information to their engineers, when they need it.

Neil focused in three key areas – Event Management, Incident Problem and Change Management, and Service Knowledge Management

They have developed mechanisms to have their engineers check for likely “best bet” matching tickets, and with links to knowledge based articles approved by team leads.

His key message was the presentation of information at the point of need, as well as embedding knowledge in the process.

Service Management in an Agile/SOA environment.

The final speaker of the day was Graham Youngs, from Tata Consulting Services –I had been on the periphery of an Agile-run software development project for an ITSM deployment and until that project the only scrum I had heard of had everything to do with Rugby Union and nothing at all to do with ITSM!

In fact what it focusses on is speed of change versus quality of service, and what I could draw from my own experiences was that a good Agile project manager is as much a key to a development team’s success.

In my own experience, although there were attempts to break down the barriers between development and operations, it still needed flexibility and a firm hand from the agile/development management side to keep members of the team focused on their immediate role as well as the bigger picture.

Overall impressions

  • Highlights

A friendly environment and easy to network thanks to the “speed dating approach”

  • Things to improve

The structure of the networking breakouts were relevant to the day’s theme and I think that they should allow some feedback time on the sessions as the group become very interactive at that point, making the seminar worthwhile.