Strategic Service Management: Embracing a more collaborative, iterative service mindset | Tuesday, 22nd of November | The Edwardian Hotel, Manchester
  • Strategic Service Management:

  • Embracing a more collaborative, iterative service mindset
  • Tuesday, 22nd of November
  • 12.30 to 5 pm
  • Location: The Edwardian Hotel, Manchester
  • Registration Closed

Organisations are moving to cloud infrastructures and embracing the service mindset to go with that, to break down silos, lean workflows and reduce overheads.

Legacy IT Service Management (ITSM) was designed for the old on-prem world and has given ITSM framework ITIL a bad reputation in some corners as being constraining and inflexible, but ITIL4 embraces modern cloud-native ways of working like Agile and DevOps.

IT organisations have the opportunity to expand service management to business teams and into the enterprise.

In this Focus event we will explore

  • more collaborative, iterative, and customer-centric approaches to service management
  • how to bring IT, Dev and business teams together on a unified platform
  • why organisational change is key to success

Our Keynote Sessions

Erin Collins, Global Head of the ITSM Practice at Valiantys

Do Service Mindsets still have a place in IT?

Erin Collins has spent over 23 years in IT service management across multiple industries in the US and UK, including telecom, banking and insurance, working with teams and transforming ways of working using ITIL and leveraging Six Sigma practices to achieve business value. She subscribes to the firm conviction that all teams can benefit from applying ITIL and Lean principles to their service delivery. When not evangelizing about service management, Six Sigma and ITIL, Erin seeks to achieve sourdough nerdvana and ambitiously runs the beautiful trails and chalk cliffs of her adopted home in the UK.

James Waterfall, Group Director of Service and Support at EMIS Health

Delivering Excellence via a Service Operating Model

James Waterfall is the Customer Service and Support Director at EMIS Health, the UK leader in clinical IT systems used by over 10,000 healthcare organisations. Previously he was Head of Service Assurance and Operations at SITA, the IT provider for the air transport industry. James is a customer support, service operations and delivery executive, with a broad knowledge of programme management and deep understanding of agile and lean methodologies to oversee design and implementation of service improvement and transformation.

Claire Agutter, Director at ITSM Zone

Move fast, slowly – how to accelerate service delivery without increasing risk

Claire Agutter is a service management trainer, consultant and author. She is the director at ITSM Zone, providing education in ITIL, DevOps, SIAM and more, and also at Scopism, providing events, publications and consultancy to the SIAM community. In 2018-22 she was nominated by Computer Weekly as one of the most influential women in tech, and in 2017, 18 and 19 she was recognised as an HDI Top 25 Thought Leader. Claire is the host of the popular ITSM Crowd YouTube channel, and Chief Architect for VeriSM.

Event Chair: Beth Gildersleve, MD Technology & UKI Tech Transformation at Sky Betting & Gaming

Beth Gildersleve is an experienced senior delivery leader with demonstrated experience of delivering largescale transformational change and complex programmes in the healthcare and betting industry. She has an enthusiasm for people, teams and technology and delivering value through high performing teams and collaboration. Beth is currently MD Technology at Sky Betting and Gaming where she is responsible for the front-end software development teams (architecture, engineering, test, operations, service and delivery) and ways of working within the SBG Technology function as well as leading a major technology transformation programme within the UK & Ireland division.