Service Mangement

What’s in your shop window? Are you clear on the IT Services you provide to your organisation? Are you clear on what an IT Service is? We’ll take you through a real and practical example of how the definition of an effective Service Catalogue enabled a large UK retail organisation to optimise their ways of working while reducing risk. 

The buzz and excitement around generative AI is continuing to grow as their capabilities rapidly expand. However, their ability to generate large quantities of textual content is just the starting point. In the past few months we’ve seen an emergent reasoning capability, which coupled with their intelligent use of tools, is what will make this technology truly transformational, and could mark the start of a new technology epoch.

This talk will rapidly bring you up to speed with Generative AI, explaining how these models work, have been trained, and taking a quick look under-the-hood at their architectures. We’ll explore their capabilities and weaknesses, and the growing range of open source models.

However, while the technology itself is fascinating, we’ll focus more on the practical applications. This talk will explore a range of uses, from those which are safe, and ready for mainstream adoption, to those which show great promise, but aren’t ready for prime time. We’ll also touch on some of the unsolved challenges that may mean we have to wait a little longer before we roll this out everywhere!"

In her presentation, Steph will share her experience of building and launching a thriving SIAM community, which is based on the work of Scopism and the development of the SIAM bodies of knowledge authored by Scopism Founder & Director Claire Agutter in collaboration with an architect group of individuals and organizations globally.

Steph will discuss the evolution of the global SIAM survey over the past six years, highlighting its growth and development. She will emphasize the importance of gathering insights and feedback from the SIAM community to continuously improve and refine the evolution of SIAM.

Additionally, Steph will introduce the theme of artificial intelligence (AI) in the context of SIAM. She will explore how AI can be leveraged to enhance service integration and management practices, and how it aligns with the goals and objectives of the SIAM community.

Through her presentation, Steph will provide valuable insights into the establishment and growth of the Scopism SIAM community, as well as the ongoing development of SIAM globally. Attendees will gain a deeper understanding of the benefits of the Scopism SIAM community and the role of AI in SIAM and its potential impact on service integration and management practices. 

AI is at the forefront of ITSM tool capabilities, but can the ITSM tool vendors meet their promises?

This presentation will look at the common new capabilities and explore their feasibility. 

Having worked for 30 years in IT 'Service' related roles, David discusses how he has used the question ‘What does value mean to you?’ to set up and co-create value-focussed communities of practice to enable teams to improve digital service delivery. 

 David will discuss real-life examples, some good and some bad, to cover where he has co-created value focussed communities of practice and how these enabled Service management to become more enterprise focussed through co-created knowledge, experience-focused measurement and a more defined organisational language. As well as demonstrating the value of 'peeking under the covers' to co-create value you didn’t even know existed. 

 Co-creating value in organisations will help you understand how applying ITIL4 and value focussed enterprise service management thinking to your organisation via a community of practice can enable you to co-create value for your colleagues, partners, and consumers.