SITS Virtual Summit

Today’s businesses run into threats at every corner. With so many alerts drawing your attention, how do you identify the ones that have the potential to wreck your infrastructure? Something as short as a two-minute outage can cause irreversible damage to the reputation of your business.

Join this session, as Freshworks service management expert, Madhu, shares tips on how to successfully leverage alert management to ensure business continuity.

You’ll also learn how to identify and resolve infrastructure health, reduce unforeseen outages, and remediate them for seamless service delivery.

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This session follows on from Barclay’s popular CDS (Create Deliver Support) ITIL4 session at the SITS Virtual Summit in July.

As the ITIL4 Lead Editor, Barclay will provide practical tips and guidance on making CDS work for you, including an extensive Q & A session.

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As the world adapts to a contactless way of living, the driver for the service desk to change is now greater than ever. So, how do we re-design one of the oldest components of IT?

Hannah Price and Sumit De will take you on a journey to understand three key areas of focus: the skills and talents of those working on the helpdesk, the technology and systems in place to support them, and ways of working to help empower the service desk in the modern era.

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In this session Sally will talk about the leadership challenges she faced as she moved from Leeds Beckett University to a new role at NHS Digital at the peak of the Covid-19 crisis. She will talk through her experiences of navigating a new organisation during lockdown and how she had to adapt her leadership styles and approaches to ensure she was able to build effective relationships with her teams without getting to meet them in person.

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Moving to a multi-vendor operating model presents various challenges to today’s IT leaders. It impacts the entire IT operating model, from new demand, through to project delivery and business-as-usual support.

This presentation explores the key challenges which are commonly experienced when aligning an IT operating model to the principles described in SIAM (Service Integration & Management), a framework which has been developed to help meet these challenges.

Attendees of this session will learn the key things to look out for and some of the approaches which can be adopted to make your SIAM programme a success.

Key take aways:

• The top 8 things to look out for when implementing SIAM
• How to avoid the common issues
• Strategies for a successful SIAM implementation

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Employee experience was fast becoming an increasingly important aspect of working in technology and the Covid-19 pandemic has only accelerated that. In this session we’ll look at the drivers for improving employee experience today, what that means for those working in ITSM roles and how to apply the skills that many of us have to help people bring their best selves to work each day.

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More and more organisations are designing highly customised experiences around the behaviours, preferences, and values of individual users. The engine behind them includes an integrated array of leading-edge technologies like AI, machine learning, natural language processing, speech recognition, voice response and AR/VR. This means the landscape of how services are delivered to the customers is also changing but it is important to remember that behind every digital experience there is a human one too.

In her presentation Andrea is going to talk about how, when deployed together, these exciting technologies deliver emotionally intelligent human experiences that leverage connections between people, systems, data, and products.

Key take aways:

• What it means to truly deliver true human experiences
• How you can quantify it
• What it means for the service industry

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Most IT organisations are transforming their IT operating model by leveraging new practices such Agile development, Continuous Delivery, Cloud Management and DevOps. As a result of this transformation, traditional ITIL service management processes are being challenged for their relevance.

ITIL processes are considered by some to be bureaucratic, slow and not relevant for the new digital ecosystem. The question arises: how to combine the DevOps and Cloud way of working with ITSM? This presentation will show how DevOps and ITIL can be combined in order to manage the new digital ecosystem while at the same time being able to meet the increasingly stringent requirements imposed on IT service delivery.

Key take aways:

• Learn how to combine DevOps with ITSM to ensure a successful DevOps journey
• Learn how to integrate the agile backlog and CICD pipeline with the ITSM system
• Learn how ITSM needs to be adapted to manage the new digital ecosystem

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