SITS Virtual Summit

In a world of volatile, uncertain, complex and ambiguous change, leaders need to be able to sense and respond. Increasing consumer and customer demand, globalisation, digital disruption, increased competition and an increasing speed of change, means that leadership has to fundamentally change. Leaders have to be able to continually adapt to changing conditions and chart a course when they cannot predict the outcomes of their choices. Note: Everyone is a leader.

Adaptive leadership is knowing what to do, when you don’t know what to do. Adaptive leaders learn through experimentation and manage the context, not the instruction set. They cultivate a diversity of views to generate a wealth of options. They lead with trust and respect and provide employee autonomy. They do not provide the answers (and do not equate leadership with expertise) and they accept that a degree of disequilibrium is needed to sustain adaptive change (rather than minimising conflict and discomfort).

Adaptive leadership is a practice not a position. In this session, attendees will learn why adaptive leadership is needed, what it looks like, and how to practice it.

Have you planned or just started your Knowledge Management implementation in your organisation? This presentation will identify common pitfalls and look at how to avoid them. You will hear insights and learn also best practices of Knowledge Management reporting

Key take aways:

• Common pitfalls experienced during KMDB implementation
• How you can avoid these pitfalls
• How to plan Knowledge reporting

“I’m not getting my money’s worth from my investments in technology.”
“Everything requires multiple meetings, and things just take too long to get done.”
“One side says this… the other side says that. Everyone is right, but no one knows what’s going on.”

Do these things sound familiar? Are you saying these things? When it comes to working in IT, does it feel like you’ve got all the right ingredients, but you just can’t get everyone on the same page?

Service management should address these issues and more, but for many organisations, it broke down somewhere. In this presentation, Doug Tedder breaks down why service management may not have delivered on expectations, why service management is more important now than ever, and how exceptional service management will make you a rockstar in your organisation.

92% of companies are taking on a form of Digital Transformation, but only 16% of executives believe their teams have the capabilities to deliver their digital strategy. Even those with ‘belief’ in their capabilities, find out that the ‘truth’ is somewhat different!

If your organisation has a dependency on digital, cybersecurity, ICT or any other technology-based specialisms (which these days, is pretty much everyone), come find out how to confirm the skills you already have, the skills you need, and address your critical skill gaps.

Key take aways:

• How to confirm the skills you really have in your workforce – not the capabilities you think you have!
• How to determine the skills and experience required now and in the future
• How to attract, retain, and develop the talent you need for success

This session is about experience in IT and the increasing need to setup XLAs instead of SLAs. In reality, no agreement can help you and your partners to create and deliver amazing experiences or increase your end-users productivity unless you utilise experience management.

Pasi will explain how measuring experiences, sharing the experience data with everyone, and being able to identify improvement areas, will change the culture in your IT.

He will share real-world customer case examples, on how his customers have started their journeys and how they have been able to increase end-user productivity by 26% through experience management.

Gain an insight into what service desk professionals are focusing on over the next year, and how this has changed over the past few years. Scarlett will also look at technologies of varying complexities which are currently challenging the service desk and how they could impact IT professionals and customers alike in the near future. Of course, many service desks do not have the resources or budget to be able to implement cutting edge technology, so this session will also look at what service desks can do now in order to prepare for the future.

Key take aways:

• An insight into what the industry is focusing on
• A look at the potential applications and benefits of new technologies
• Actionable advice to help professionals future-proof their service desk

The ways in which we do business have been irrevocably changed and there is an unprecedented need to manage the implementation of projects successfully through remote-working technologies.

This presentation will draw from experiences and lessons learned from shifting to a ‘remote first’ approach to delivering IT Service Management projects.

Tom will be sharing tips and tricks to ensure a successful remote collaboration for both client and service provider, including:

• Managing remote technologies
• Ensuring engagement and focus
• Keeping clear channels of communication
• Adapting and maintaining professionalism in a liminal space where private and professional spheres can intersect

People aren’t difficult, just different. Replace the word successful with the word valuable and you will find a longer-lasting, deeper relationship. With each and every interaction our value to the customer, our team and other parts of the organisation is solidified through a core skill – communication.

ITSM is a dynamic place requiring dynamic communication. Understanding this human process and applying excellent communication skills takes practice – if communicating with impact and influence was so easy, everyone would be effective communicators. This is a life skill as much as a business skill that all individuals use.

Key take aways:

• The 6 steps of the human communication process
• Learn the physicality & reality of the process
• Understand how you can manage the process