Prevailing Service Management

On 18 June 2013, I was one of twenty four honoured speakers to present at TFT13 , the world's biggest online IT Service Management conference. My topic was Leading IT Service Management using Agile  and this was my first presentation at an online conference. " TFT, Tomorrow’s Future Today , is the world’s first 24-hour, global, follow-the-sun virtual conference. It has a size and level of innovation that has never been seen before.  Speakers are   selected by their peers   and elevated to a global stage overnight.  All content is accessible,   without registration , pushed to Kindle and Evernote, available on iTunes, Vimeo, YouTube, BrightTALK and SoundCloud. " Shortly after the conference had finished, #tft13 had generated 7.6 million social media impressions. I was humbled to be selected for this event, and I enjoyed the opportunity to work with other IT Service Management thought leaders and to learn Google Hangouts. Using my Google+ acc...

Proposal for TFT13 Presentation (18 June 2013) Organisations continue to face and generate change at a rapid pace. Consequently, IT departments are being challenged to deliver increasing value by reducing costs and/or being responsive to dynamic customer needs. IT Service Management (ITSM) functions must contribute to organisational outcomes by becoming enablers of change and not blockers, a perception often held by other IT teams due to the ITSM’s need to balance efficient operational support processes while meeting various regulatory & legislative requirements. This presentation will articulate the challenges faced by Suncorp’s ITSM team from February 2011. The team was experiencing poor customer perception of their services, little perceived value for the business, the absence of a Service Management System or Plan, lack of tactical direction and disjointed service management processes. These challenges existed against the backdrop of significant organisational change...