Service Mangement

How do you test failure scenarios when you can't afford to fail in reality?

Often viewed as little more than a checkbox exercise for compliance standards, a good tabletop game can become an opportunity to apply genuine improvement and development through an organization without the consequences that failure outside of a scenario brings.

In his talk, James will help us understand the value of 'war gaming' to service delivery, and how to design, develop, and use tabletop scenario approaches to test business continuity, incident response, crisis management and more in a way that simultaneously tests existing processes, discovers gaps, and engages and trains participants.

Now more than ever, IT has to be fast, agile and service-oriented; safely brokering, enabling and governing services across complex hybrid IT environments.

DevOps, Agile and automation are reshaping IT service delivery, and service management.

The challenge is that IT teams and Digital teams often aren’t playing the same game.

Building a common rule book requires ITSM teams to modernise their practices and tools to meet the needs of Digital Product teams and enable change faster. On the flip side, Digital teams must be able to build and run services, but with quality and governance.

This session will explore how Environment-as-Code can be the foundation of that common rule book.

Elevating infrastructure-as-code, environment-as-code provides a centralised way to deliver self-service capabilities to Product teams whilst providing ITSM with governance. It brings automation and agility to legacy systems, and control and governance to Digital teams.

Public sector organisations expect their suppliers to maintain at least Cyber Essentials (the Government Procurement site states this is mandatory), perhaps Cyber Essentials Plus, and sometimes ISO27001.

But small and large organisations struggle to meet the standards - because they are too black and white. In your heart of hearts, you KNOW you did bend a few criteria to tick the box… some of which is... shall we say? OK... but some of them you should NEVER break!

Fibbing or re-defining is all very well, but in this talk I’ll discuss what:

• you must NOT do.

• you can claim you are doing

• you MUST do

So you can be confident that your organisation is safe and secure without driving it towards extinction because you weren't sure where the 'flex' was.

Developer Experience (or as it is more commonly known as “DevEx”) is another one of those wonderful IT terms that means different things to different people. At its simplest, DevEx is all about providing the developer with a self-service (this being the key word) technology that allows them to deploy and spin up all the infrastructure and services that they need to do their job. For CM, ITIL and DevOps professionals however, it is all about how we can deliver CI/CD, build, test, DevOps and infrastructure services in a controlled way that still allow projects to implement their own specific requirements without having to develop it all from scratch

In this session, we will examine:

• The concept of DevEx, why it is becoming the new “buzzword”

• How you can deliver reusable DevOps services that all projects can “share and enjoy”, but that still comply with ITIL and CM best practice

• Various DevEx solutions that organizations have used in the past and how they could potentially be implemented in your organization

• Finally, why you might want to implement a DevEx solution and the potential ROIs that it could give you

In this session, we will be running a roundtable to discuss how people and teams have handled the dramatical geopolitical events of the last couple of years.

Whether it was the challenge of mass homeworking, or helping staff relocate out of Ukraine, we'll look forward to hearing the strategies and tactics you and your teams took to cope with the drama and keep the show on the road.