Service Management

In his presentation, Martin will give us the full run-down on the core components of DORA, the Digital Operational Resilience Act, which comes into effect on 17th January 2025.

He'll talk us through the ore components of DORA, the deliverables required for January 2025 and an understanding of how ITSM and ITAM practices can contribute to your DORA programme.

If you need to understand how ITSM and ITAM contribute to operational resilience, and what we can do to support our organisations comply with the new regulations, then this is the talk for you!

Mixed in with some mind-bending tricks and insight into your brain we look at how the approach to saving lives with CPR can give us an insight to how we run incidents or work with teams to solve problems.

There are 5 things we need to consider when trying to get the best out of any team, either as a leader or team member. We will take a look at each of them and how they can change the way you manage an incident - or save a life.

ISO/IEC 20000, the international standard for service management, was launched as a British Standard in 2000 and an international standard in 2005. Now on its third edition, the standard continues to evolve to fit with the changing needs, working methods, challenges and technologies of today. 

This presentation will explore the close relationship between ISO/IEC 20000 and the standards for information security and IT asset management. Using real life examples, it will demonstrate how the standards enable operational resilience with requirements such as risk assessment, change management, major incident management, service continuity and supplier controls.  

The evolving requirements and guidance for the standards will be introduced including that for sustainability. 

Despite their small size, SMEs are exposed to a wide variety of cyber incidents but are often ill-prepared to handle them in practice.  The reasons can range from unawareness of cyber security issues, to lack of expertise or resources to implement related protection measures.  This presentation examines the existing support available to the SME audience, drawing upon evidence from survey and interview findings from both SMEs and existing support providers, and an assessment of currently available online guidance.

It also considers the potential for extending the opportunities through the creation of cyber security communities of support, which can bring SMEs and advisors together on a regional or sectoral basis.  The presentation draws upon ongoing work and findings from the CyCOS project, a 2.5-year collaborative project between academia, industry and professional partners.