A virtual conference with sessions spread over 3 days to consider how and why the digital workplace environment has changed in 2020.
About this event
Our expert speakers will consider how and why the digital workplace environment has changed in 2020. Did the COVID-19 pandemic accelerate existing trends and introduce new ways of working? We will discuss what these changes may mean for the future of service management and ITAM.
Sessions will be held each day at 10:00, 13:00 and 18:30 BST to take advantage of the UK’s ability to bridge time zones in what we hope will be our first truly international conference!
Agenda
Monday 5 October
- 10:00 - Duncan Watkins - Principal Consultant (acting) - Forrester - Employee experience - bringing their best self to work!
- 13:00 - Jim Hussey - Survival guide to enterprise SaaS
- 18:30 - Mark Harrison - Manager Deloitte NZ - Enterprise - Service Management - a panacea for uncertain times?
Tuesday 6 October
- 10:00 - Amit Verma - Software Asset Expert - Phillips - Mergers & acquisitions - a compliance graveyard
- 13:00 - Jonathan Lipton - Consultant - Silent Running Consulting - Full stack outsourcing: practical experiences and lessons learned
- 18:30 - Désirée Weiss - Practice Manager SAP - Insight Technology Solutions - SAP vendor management - governance, licensing & service management
Wednesday 7 October
- 10:00 - Hannah Price - Service Management Consultant & Agile Coach - TOPdesk Hero culture - A damaging mentality for collaboration and success!
- 13:00 - Oliver Cronk Oliver Cronk - Chief IT Architect, EMEA - Tanium - The evolution of business as usual
- 18:30 - Richard Josey - Chair of SM ITAM Specialist Group
- Speaker panel & take-away session
Synopsis
Monday 5 October
10:00 Duncan Watkins - Principal Consultant (acting) - Forrester
Employee experience - bringing their best self to work!
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.
13:00 - Jim Hussey - Director NPI Financial
Survival guide to enterprise SaaS
SaaS represents the highest growth segment of both Cloud and Software Asset Management environments. Fueled by this growth, SaaS has become a multi-dimensional category with Enterprise SaaS offerings such as O365 and salesforce dominating spend.
Sourcing, vendor management, IT and SAM leaders need to come together and collaborate to effectively govern and optimize these high growth partner offerings. Each plays a role essential to govern these strategic relationships and optimize realized value.
The Survival Guide to Enterprise SaaS will provide practical advice across the SaaS life cycle identifying best practices to achieve and maintain optimized relationships.
18:30 - Mark Harrison - Manager Deloitte NZ
Enterprise Service Management - a panacea for uncertain times?
Business leaders are concerned by our increasingly volatile and uncertain world. Interestingly, IT departments have dealt with complex systems and estates for years with effective IT Service Management.
However, do IT professionals really understand ‘why’ ITSM works? Is it just some collection of good practice built up over time, or is there something deeper behind it?
In this presentation we’ll take a fresh look at Enterprise Service Management (ESM) showing:
- What ITIL4 is trying to achieve, and where it’s going
- How good practice such as ITIL, SIAM and DevOps can be unified
- How to deliver practical configuration management quickly (and why this is so important to ESM)
- Why ancient working practices may be the forgotten key to dealing with exponential technology
With the latest thinking, and case studies from the New Zealand Government, this presentation asks attendees to pause and reflect on the ‘why’ of service management and what it says about the way our organisations should operate.
Tuesday 6 October
10:00 - Amit Verma - Software Asset Expert - Phillips
Mergers & acquisitions - a compliance graveyard
In his presentation, Amit will discuss that graveyard of SAM hopes and dreams, mergers & acquisitions (M&A).
The unique nature of M&A - high levels of commercial confidentiality, secret 'discovery rooms' and competition sensitivities - means software asset managers rarely get the chance to assess the compliance impact of M&A before the event and are left to clean up the aftermath.
In his presentation, Amit will discuss:
- The importance of ITAM / SAM during M&A
- Important things to consider
- Risk associated with M&A
- The scope of IT during M&A activities
- M&A integration
13:00 - Jonathan Lipton - Consultant - Silent Running Consulting
Full stack outsourcing: practical experiences and lessons learned
Jonathan will be taking a look at some experiences gained from many outsourcing contracts including specification of work, collaborating with legal and procurement professionals as well as what it takes to design and implement full stack end-to-end Service Delivery contracts in the Devops/SRE era.
Jonathan is keen that his session be as interactive as possible! He’d like to hear from you (in the chat box, of course!) about your thoughts in the matter of automation, monitoring and support for advanced platforms (eg SAP, salesforce, etc) estates resident in the Cloud or hybrid-cloud environments and the reality of “Service” ownership in modern organisations of all sizes.
The session will also take a look at the importance of building “badgeless” teams, the dynamics of multi partner teams and what it takes to get the most out of our teams.
18:30 - Désirée Weiss - Practice Manager SAP - Insight Technology Solutions
SAP vendor management - governance, licensing & service management
The ultimate goal of SAP vendor management is to enable the participants to make faster yet well-grounded decisions. The prompt provision of consistent and analytically processed information supports you in the analysis of the current and target situation and enables the future-orientated SAP relationship with “one voice”.
With this session the benefits of implementing a SAP vendor management model will be demonstrated and we will discuss how companies could start to structurally manage the relationship i.e. the costs of SAP licenses in the future.
We will highlight how to proactively identify, anticipate and influence yours business partner demand for the service area while balancing the capacity to deliver those services to the required parameters of time, budget and quality. Do not be afraid, it can work at every stage of service delivery to ensure that project activities are aligned to achieve business outcomes at the appropriate levels of activity.
Wednesday 7 October
10:00 Hannah Price - Service Management Consultant & Agile Coach - TOPdesk
Hero culture - A damaging mentality for collaboration and success!
Heroes. They come in many different forms. There are those who fight for their beliefs, battle against injustice, and inspire change. Whether it’s in sports, media, or day-to-day life, the hero mentality is everywhere. So, it’s no wonder that we see this mentality in the workplace as well.
Although there is a time and place for heroes in any organization, a prevalent hero culture is hugely damaging if left unchecked and can be a barrier to knowledge sharing and effective leadership. Given the recent digital revolution that sees many of us working remotely, collaboration, teamwork, and good leadership are more important than ever before.
During this presentation we shall deep dive into the hallmarks of a hero culture, uncovering practical steps to identify and overcome this mentality to build a healthy, strong, and highly effective team.
13:00 Oliver Cronk - Chief IT Architect, EMEA - Tanium
The evolution of business as usual
Even before the current challenging pandemic, the world has been changing faster than we can keep up with. We have seen significant changes to "business as usual" with a forced acceleration of digital business driven by necessity. As a result, sustainable digital business is no longer a nice to have - businesses will not sell, operation or retain talent in the medium term without re-imaging the way they operate to be a sustainable digital business.
Visibility and collaboration are the core foundations of a sustainable digital business, and Oliver will touch on how Architect Tomorrow and Unified Endpoint Management platforms support the modern enterprise and those tasked with keeping the lights on.
18:30 Richard Josey - Chair of SM ITAM Specialist Group
Speaker panel & take-away session
In the closing session of the conference we will combine a speaker panel discussion with a takeaway session.
Facilitated by our chair, Richard Josey, the session will summarise the takeaways from each session, and allow speakers and attendees to consider what we learned from the conference as a whole.
We will make the session as interactive as possible, so please join us to put YOUR thoughts and questions for the speakers in the session chat-box as we review each session and summarise the key takeaways.
About the speakers
Our expert speakers will consider how and why the digital workplace environment has changed in 2020. Did the COVID-19 pandemic accelerate existing trends and introduce new ways of working? We will discuss what these changes may mean for the future of service management and ITAM.
Our keynote will be pre-recorded and released the week before to allow you to listen to it at your leisure. Sessions will be held each day at 10:00, 13:00 and 18:30 BST to take advantage of the UK’s ability to bridge time zones in what we hope will be our first truly international conference!
Keynote speaker presentation released one week prior to virtual conference.
Claire Agutter is a service management trainer, consultant and author. She is the director at ITSM Zone, providing accredited eLearning in ITIL, DevOps, BRM and more, and also at Scopism, publisher of the SIAM Foundation and Professional BoKs. In 2018, 19 and 20 she was recognised by Computer Weekly as one of the 50 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.
Monday 5 October
Duncan Watkins - Principal Consultant (acting) - Forrester
Duncan is a senior consultant within Forrester's business technology service delivery consulting practice. He is an experienced IT service management professional who has worked in consulting, banking, publishing, and telecoms companies. As well as IT service management, he has extensive experience in information security and program and project management.
Jim Hussey - Director NPI Financial
Author of The SAM Leader Survival Guide, Jim Hussey is a seasoned executive with hands-on experience with IT Vendor Management and Software Asset Management. Jim is a frequent author and researcher on trends and issues impacting software asset management and cloud asset management professionals in order to deliver sustainable, measurable results.
Jim has had the great pleasure of being part of the technology sourcing and technology vendor management community since 2000 and is proud to have been a significant contributor to best practices across Technology Vendor Management (VMO), Technology Third Party Risk Management (TPRM) and Software Asset Management (SAM) operations and looks forward to promoting the continual advances of best practices in these key areas.
Mark Harrison - Manager Deloitte NZ
Mark is an ITIL4 Managing Professional, Chartered IT Professional, and Manager at Deloitte; specialising in applying Service Management good practice across IT, HR, Facilities and wider business services in both the UK and New Zealand.
With a broad range of experience from technical assurance and business analysis, through to managing multi-million programmes of work, Mark became interested in Service Management for the structure that it can bring to chaotic systems. Predicting the direction ITIL4 would take, he was able to support a New Zealand government department through a major IT transformation to a new SIAM based operating model; helping establish their new Service Manage Office with a framework and practice guides, as well as tool implementation. Never keen to accepting something as “good practice” without a solid rationale, Mark is a global thought leader within Deloitte, and author of an internally published framework for Enterprise Service Management that guides the application of industry good practice across the organisation.
Tuesday 6 October
Amit Verma - Software Asset Expert- Phillips
Amit is a Post Graduate in IT Computers with extensive experience in IT, Software Asset management & ITAM, currently working with Philips
With over a decade of experience in leading the Global Software Asset Management capabilities across the client-server, cloud & SaaS states, Amit has set up and developed cross-functional teams in Software Audits, IT Consulting, Software Asset Management, Risk & Compliance, Partner & Vendor Management.
Amit is a forum speaker and he speaks in various global conferences, recently he speaks in ITAM Review conferences London 2020 on Cyber Security, ITSMF conference Moscow 2019 on SAM & Cloud Strategy and various independent conferences held in India. He was short-listed as an ITAM Professional of the year by ITAM Review in 2020.
Wednesday 7 October
Hannah Price - Service Management Consultant & Agile Coach - TOPdesk
A regular public speaker in the industry, Hannah started her career as a Service Management Consultant and has followed her passion to become a thought-leader specialising in knowledge management. At present she works for TOPdesk UK as an Agile Coach, driving organisational change on both a process and cultural level.
Oliver Cronk - Chief IT Architect, EMEA - Tanium
Oliver is a CITP MBCS and the Architect Tomorrow community lead. He was former chief architect for Deloitte Risk Advisory, and now owns the reference architecture for Unified EndPoint Management and Security at Tanium.
As enterprise architect and DevOps leader, Oliver has 18+ years of experience in a variety of roles across energy, government, telecoms, banking and professional services.
Richard Josey - Lead Service Management Solution Architect - AFJ Solutions
Richard is the Lead ITSM Solutions Architect for AFJ Solutions. He has over 17 years’ experience in Service Management and has been the driving force behind many organisations efforts to implement and embed mature service management processes.
Richard is the chair of the BCS SM-ITAM specialist group, a public speaker and thought leader, speaking at events including Gartner, itSMF, SITS and BCS Conferences.
This event is brought to you by: SM-ITAM specialist group
