
This was my very first visit to the itSMF UK conference. I arrived Sunday afternoon and got straight into the networking. Whenever I’ve been to an event before I have always attended with someone else and felt comfortable just meeting the occasional person.
It can be very intimidating attending conferences when you’re new to it as everyone seems to already know everyone else. I could have just relied upon my new colleagues to introduce me but I was determined to get out of my comfort zone and do it for myself.
Enter Twitter!
I sent a quick Tweet to say I had arrived and to query whether anyone else was around and within 5 minutes I had organised a meet up with Daniel Breston of Qriosity (someone I had never met before) in the bar.
That one connection led to meeting Stephen Griffiths of priSM and Brenda Peery of Tactare who in turn introduced me to countless others at the drinks reception. My advice to anyone attending an event for the first time is to be brave and get out there and meet people as soon as you can. You know you have at least one thing in common as you’re all at the conference. Mingle…it knocks an already rewarding experience right over the edge when you leave having made new friends and contacts.
The Conference
The Conference kicked off on Monday with Colin Rudd – itSMF UK Chairman, elucidating on why ITSM models of the future will change from Customer, Service Provider, Supplier to Service Broker, Service Integrator and that although the emphasis on service managers will change it will still be as important as ever.
Outgoing Chief Executive Ben Clacy introduced itSMF UK’s exciting new online Self Assessment and Benchmarking tool, MONITOR ITSM and the new Elite Volunteer Card which rewards itSMF UK volunteers with discounts and extra benefits.
The opening keynote speaker, Britain’s first female fast jet pilot – Jo Salter gave a very entertaining talk on the challenges she has met, how she has succeeded in the face of adversity and how peeing on demand is harder than it sounds. Everyone I’m sure will have taken away something from Jo’s insights and experiences but I feel it was especially beneficial for the female contingent in the room to see it recognised that not all inspirational people are men!
Great & funny session frm Jo Salter. Kudos to @itSMFUK for arranging a female keynote. More of this please! #ITSM13 pic.twitter.com/sG74WVtWQk
— Sophie Danby (@SophieDanby) November 4, 2013
Unfortunately I couldn’t attend every session on the agenda for Day 1 (I’m only human), but below is an overview of the sessions that I did attend.
Suck It and See: Ingredients for Great Supplier Relationships – Cath Bartlett, Dyson
This session was full of real world learning and experience of maximising relationships with suppliers. Advice ranged from trying the ‘Good Cop, Bad Cop’ routine to ensuring you’re measuring the right things as you want to ensure that your green KPI’s match with the customers experiences of your service.
Quote from Cath Bartlett: ‘What gets measured gets managed’
Define what matters & what you really want & take your suppliers on your journey with you @cath_bartlett #itsm13
— Tessa Troubridge (@TessaTroubridge) November 4, 2013
How Assessment and Benchmarking Techniques were used to Drive CSI and how this was Applied to Capacity Management at the Co-operative Group – Ian MacDonald
Submission of the Year and Service Management Project of the Year 2012 winners, Co-operative Group can probably add longest session title to their list of accolades.
Ian gave an interesting case study on how Co-operative changed their approach to Capacity Management using a the SatNav approach: Where are you going? Where are you starting from? When do you need to be there by?
His secret to success…’Be Ronseal – Do what you say on the tin’
Ian MacDonald @ Cooperative Banking – thinking you are good is no longer good enough #itsm13
— Rebecca Beach (@gobbymidget) November 4, 2013
Interactive Plenary
After lunch on day one it was time for the Interactive Plenary with panel members Claire Agutter, Barclay Rae, Peter Hubbard, Robert Stroud and John Windebank as Chair.
The Big 4 agenda was discussed with questions thrown to the panel with a state-of-the-art system of red card/green card voting taking place. Technologically advanced, no…but perfectly adequate for the requirements.
Interactive plenary debating DevOps, is it a hippie, free love version of ITSM? #itsm13 #ITSMbig4
— Rosemary Gurney (@RosemaryAGurney) November 4, 2013
#itsm13 – cutting edge interactive voting technology here at the main hall …. pic.twitter.com/Fomumu9Bkz
— Oded Moshe (@OdedMoshe) November 4, 2013
Why do IT depts constantly feel undervalued? HR, Finance depts etc don't constantly feel undervalued #itsm13
— Sharon Mossman (@shaz_99) November 4, 2013
Interestingly the vote on whether BRM should be an itSMF priority was split 50/50 – probably for different reasons #ITSM13
— Fustbariclation (@fustbariclation) November 4, 2013
#itsm13 #itsmbig4 if the London Underground are happy to say they are running a good service then why aren't we?
— vawns (@vawns) November 4, 2013
Project of the Year 2013 Finalist Showcase – EE, Land and Property Services and QBE
Chris Williams of EE (where was Kevin Bacon?), Ignatious O’Doherty of Land and Property Services and Jacqueline Simmons and Amanda Rutledge of QBE all gave overviews of their submissions for the Project of the Year award. Each showed the trials and tribulations encountered with some very honest accounts of issues encountered.
Zoned change restrictions used by @EE during Olympics project. An interesting approach… #itsm13
— Craig Langley (@CraigLangley) November 4, 2013
Loving Land & Property Services ITSM Project of the Year presentation – finding opportunities in time of austerity #itsm13
— Sharon Mossman (@shaz_99) November 4, 2013
QBE use a Business User Forum and charter to ensure customers are informed and onboard with projects. #ITSM13
— Martin Thompson (@itammartin) November 4, 2013
‘It’s a Journey, the Future of Supplier Management..?’ Service Integration at Jaguar Land Rover – Mark Hipwell, JLR and Martin Goble, Tata Consultancy Services
Mark and Martin walked us through the difficulties of building a single IT function when faced with a complex legacy IT environment with no capacity for innovation, and how they overcame these to create the dynamic service now in place.
Service Integration is really hard…ITIL is not enough – JLR #itsm13
— Rebecca Beach (@gobbymidget) November 4, 2013
Day 1 Closing Keynote – A Forward Thinking Name for a Forward-Thinking Company – Axelos
Peter Hepworth and Frances Scarff of Axelos talked through their plans for the coming year referencing the Axelos ‘Onion’, encouraging everyone to come and visit their stand.
Peter Hepworth presenting @AXELOS_GBP's ITIL roadmap 2014 #ITSM13 pic.twitter.com/BmoL5QI8v2
— David BATHIELY (@davidbathiely) November 4, 2013
Awards Dinner – Hosted by Edwina Currie
I admit to being surprised that I actually quite liked Edwina’s hosting. I do tend to think of politicians as rather bland individuals with no sense of humour, so I was pleased that she managed to make it both enjoyable and amusing.
The highlight of the evening was when Stuart Rance won the Paul Rappaport Award for Outstanding Contribution to IT Service Management, which was very much deserved and to further his achievements he managed to get Edwina Currie to hold Pengi – The ITSM Penguin for the award picture for which I believe we owe him a prize!
Special prize up for grabs for the first photo of @ITSMPenguin and @edwina_curry at the lectern #ITSM13
— Martin Thompson (@itammartin) November 4, 2013
A full list of the worthy winners (and finalists) can be found here. All of us here at the ITSM Review would like to congratulate both winners and finalists on their fantastic achievements. Well done to all.
Mrs Stuart won! Mrs Stuart won! Mrs Stuart won! Yay! Mrs Stuart won! Mrs Stuart won the Lifetime Achievement award!! @stuartrance #itsm13
— Pengi – ITSM Penguin (@ITSMPenguin) November 4, 2013
The evening continued with a casino and disco which were enjoyed immensely by all, but the main attraction was the photo booth where you could look even sillier than normal by donning wigs, hats and glasses like the weird bunch in the picture>>>!
Later we were scuppered by the hotel in our attempts to have a piano sing-a-long with Barclay Rae, but we were treated instead to a harmonica solo by Kevin Holland.
The talk of the evening centered around Mr Rance’s fantastic achievement, explaining to our very own Glenn Thompson that Swindon is not in the Midlands, and various conspiracy theories on why Patrick Bolger was still sober. General consensus was that aliens had abducted him and left a decoy…they’re not fooling anyone!
In Summary
All in all a thoroughly enjoyable day. It was nice to see the presentations grouped into specific themes (e.g. Real world learning: Stories from Members on their ITSM experiences) so that if you were attending the conference for a particular reason you could easily identify the sessions that you wanted attend. However, if there was one thing I found a struggle it was getting from one session to the next on time if I needed a loo break in between! The venue was rather large.
Feedback on Day 1 of the event from Twitter was also positive:
First day #ITSM13. Enjoying the show and had lots of good chats. Tonight should be a good event too
— Glenn Thompson (@GlennThompson79) November 4, 2013
#ITSM13 conversations making me think hard about the concept of IT and the business as 2 separate bubbles and how wrong it is #futureofITIL
— Claire Agutter (@ClaireAgutter) November 4, 2013
Awesome day at #ITSM13 – Great to speak to a lot of people.
— Nick Coates (@gadgick) November 4, 2013
Great first day at #itsm13 conference. Thanks for all who came to see my presentation and tweeted. Look forward to tonight's gala dinner.
— Andie (@AndieKis) November 4, 2013
Now where is Jo Salter and her adult nappy contraption?
You certainly have captured much of the flavour of the UK itSMF conference. The great content was well complemented by the networking opportunities. Thank you for your kind words about my award.
You are very welcome 🙂