SESSION CANCELLED - Choosing the wrong partner, and correcting course
It’s a lot easier to replicate people’s mistakes than successes, so here are some mistakes and challenges I made and how I overcame them.
Even with 20+ years in ITSM, and 16 of those being a supplier of consulting services including around ServiceNow and other legacy platform implementations, I still found myself having a challenging implementation with my chosen partner. It was not all doom and gloom, but there was a disconnect between my expectations, and what was being delivered, and that’s a responsibility I had to own.
Neurodiverse perspectives belong in the workplace
With around 20% of people estimated to be neurodivergent, we aim to elevate neurodiverse perspectives by embedding inclusive practices that strengthen and sustain teams. This isn’t about ticking a box; it’s about unlocking untapped talent, boosting performance, and shaping a more resilient, innovative, future-ready workforce for long-term success.
Case Study: How a UK Retail Giant Solved SIAM Integration Challenges in a Multi-Vendor Environment
In a complex, multivendor environment, a leading UK retailer needed to automate integrations between its IT service management (ITSM) platform and multiple internal business functions while progressing toward a Service Integration and Management (SIAM) operating model. This customer story shows how integrations were delivered as a fully managed service, enabling end-to-end automation across a wide ecosystem of vendors, including platform providers, wide area network (WAN) providers, and global communication network (GCN) providers. You’ll learn what changed operationally, how reliability and security were handled, and which choices improved resilience and scalability without increasing in-house integration workload. Guest speaker: to be confirmed.
Humanising AI: Experience Debt meets AI
Have you ever stopped to think about the experience debt we’ve built into IT service management?
Every touchpoint, every interaction, every “standard step” was designed with IT in mind — not the humans who actually experience it. Over years, this debt has quietly shaped user behaviour, frustration, and expectations.
Now AI is arriving, and it will meet every bit of that experience debt we’ve accumulated.
In this session, Katrina reveals how unexamined processes and inherited habits become AI’s biggest blind spots — and why redesigning human experience is essential before automating anything.
Because if we don’t fix the debt, AI will simply scale it.
The Service Desk as a Relationship Hub, Not a Ticket Factory
The Service Desk is often seen as a transactional function, measured by volume, speed, and cost. In reality, it is one of the most influential relationship points between IT and the business. This session reframes the Service Desk as a relationship hub, shaping trust, perception, and confidence through everyday interactions. It explores how support teams influence business outcomes without formal authority, and how small changes in language, behaviour, and focus can shift the Service Desk from reactive support to a trusted partner.
Unlocking IT Excellence: The power of Unified Service Models & Asset Inventory
This presentation will walk through the journey of Service Model design, discovery and modelling of data, implementation and construction of a federated CMS.
It focusses on business outcomes and value which many Configuration or Asset management projects find difficult to articulate or fail at. This is a success story in an area where 70-80% of these types of projects fail and this presentation will talk though challenges and mitigation of these across this 3 year piece of work.
Why the Industry That Manages Change Can’t Handle It
ITSM was built to help organisations manage change, yet the uncomfortable truth is that ITSM itself resists it. For years we’ve hidden behind frameworks, certifications, and “best practice,” while the world around us moved on. AI is rewriting operations, design thinking is redefining customer experience, and flow has replaced process as the true measure of value.
This session challenges the industry’s self-preserving habits and exposes the illusion of progress that keeps ITSM trapped in its past. Mark Boyer will explore what it really takes to build intelligent, adaptive service organisations that design for people, build for flow, and learn at speed.
Because if ITSM can’t change itself, it has no right to lead change for anyone else.
Modernising Infrastructure Operations with Asset Intelligence
IT teams everywhere are under pressure to resolve incidents faster, manage growing complexity, and support security demands but most still struggle with fragmented, unreliable visibility of their technology estate. This session shows how total visibility and Asset Intelligence can unlock a new level of operational clarity. Together with a leading management consulting firm, we’ll reveal how they built a trustworthy asset foundation that strengthened ITSM, improved decision‑making, and created smoother, more proactive operations at global scale. Learn the practical steps, lessons, and outcomes behind evolving from scattered data to a unified, intelligence‑driven IT function.
Service Excellence – not a given
In today's IT landscape, service excellence requires more than just fixing issues quickly. The presentation includes a comprehensive overview and discussion of how a partner approach between supplier and customer can lead to service excellence for the entire IT services organisation. The audience will leave with actionable insights on moving beyond transactional support to create lasting service excellence.
Designing Services That People Love: Bringing Service Design & Responsible AI into ITSM for Better CX & EX
Many organisations still design IT services around processes and technology rather than the people who rely on them, creating friction, disengagement, and a perception that ITSM is a cost centre. This session explores how service design thinking and responsible AI can reshape IT value by focusing on human experience, not efficiency alone. Attendees will learn practical methods, personas, journey mapping, co‑creation, and experience‑based metrics, while understanding how to mitigate risks such as opaque automation and inappropriate data use. Participants will leave with actionable tools to improve CX, EX, and IT value through human‑centred, responsibly enabled service design.