Service Management 2018 National Conference - Get fit for service itSMF Australia's 21st Annual National Conference
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Service Management 2018
National Conference
Get fit for service
itSMF Australia’s 21st
Annual National Conference
QT CANBERRA, ACT, AUSTRALIA
Wednesday 5 September - Thursday 6 September, 2018
Conference Booklet
www.smconference.com.auThe Professional Association accelerating
Service Management Careers
Connect, Communicate & Collaborate
Become a member today!
Join the only independent, global “The support and networking opportunities
organisation dedicated to IT Service from the it SMF have been crucial for our
business — the collaboration through the
Management professionals. quarterly events and variation of topics,
To register your interest in becoming part both online and during these events, is
of our network today please contact the pivotal for knowledge, superseding the
membership cost per annum.”
national membership office on 03 9879 5466
Erica Kremer, Axios Systems
or visit: itsmf.org.au
itsmf.org.au itSMF itsmfa itsmfau itSMF Australia itsmfaWelcome to Service Management 2018! Whether you’re a member or sponsor, a first-timer or repeat attendee, your itSMF is a global community of Service Management professionals working to deliver I.T. and professional services to their clients, customers and colleagues with greater value and resiliency. Our members belong to a collective of more than 70,000 peers around the world, connected by a network of knowledgeable industry experts, best practice resources, and events such as this one. I’m excited to be bringing you together with this particular group of changemakers. This year we’ve added two new streams to our foundational favourites of Service Management Practices and People & Culture. The Cybersecurity stream provides focus on an area that is presenting challenges to all of us working to assure quality technology services. To that end we have speakers addressing the resilience, risk-readiness, and counter-measures important to building trust in service delivery. Our Modern Managed Services stream came from a need to address the specific complexities of orchestrating and managing distributed cloud services. Of course, cloud services wouldn’t be what they are today without the innovative work Amazon Web Services do, and I’m thrilled we have Rodney Haywood here as a one of our keynote presenters. We’re also bringing you updates to one of the most well-known best practice frameworks, thanks to AXELOS’ Akshay Anand, and we’ll be learning more from the emerging guidance of SIAM, VeriSM, and RESILIA. My appreciation to our community members who have travelled from far and wide to share their knowledge with us, directly. Service Management 2018 will give you plenty of opportunities to reinforce existing connections and make lots of new ones, and our Gala Dinner and Industry Awards night is a great opportunity to do just that. We’ll be dining in the most amazing place above Canberra, at the Arboretum. There is still time to buy a ticket and celebrate the achievements of our industry, and if you’re one of the people arriving early at the venue, you’ll have time to take in the splendour and serenity of the National Bonsai Collection. This has been my final year in the role of National Events Director. I’m pleased to transition our annual conference to Kathryn Howard, because I know our premier member event will be in good hands. I couldn’t have lead this effort without the level-headedness of your excellent Conference Committee and the skilled hands of your itSMF staff and our event management team. I’m grateful to the Board for trusting us to experiment with changes to format, and the introduction of Startup Lane, and I look forward to seeing what might be ahead of us in coming years. Please come by the itSMF booth and let us know what you’ve loved and what you’d like to see in the future. My sincere thanks to our sponsors, speakers, reviewers and staff—we wouldn’t be here without you. Cheers, Aprill Allen Board Member / Conference Director itSMF Australia aprill.allen@itsmf.org.au www.itsmf.org.au SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 3
Contents Service Management 2018 Program 5 Useful Information 8 Workshops 10 Session Topics: Day 1 12 Session Topics: Day 2 20 Keynote Speakers 28 Speakers 30 Streams 41 Sponsors 46 QT Floor Plan 48 Exhibition Floor Plan 49 itSMF Australia 50 4 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
Service Management 2018 Program
TUESDAY 4 SEPTEMBER 2018
Registration badges can be collected from the registration desk located on Level 1
0900-1700 Full-Day Workshops
Ace Your Organisational Performance Implementing Real World Problem Management
Nick Karpetis Michael Hall
Studio Room 1 Studio Room 4
1800-2000 Welcome Reception Lucky’s Speakeasy
WEDNESDAY 5 SEPTEMBER 2018
0830-1010 Plenary 1 MC: Katrina Macdermid Ballroom 2 & 3
0830 itSMF Australia chairman’s address Bradley Busch
0835 Axelos announcement Akshay Anand
0845 Doing service management at Amazon speed and scale. Preparing to catch the wave Rodney Haywood
0930 Panel discussion - What happens when best practice isn’t?
Session Chair: Janet Holling Moderator: Rob England
Panel members: Akshay Anand, Karen Ferris, Simon Dorst & Michelle Major-Goldsmith
1010-1040 Morning Tea Ballroom 1
1040-1220 Concurrent Session 1 Concurrent Session 2 Concurrent Session 3
People & Culture Service Management Practice Modern Managed Service
Session Chair: Session Chair: Gary Percival Session Chair: Adam Seeber
Michelle Major-Goldsmith Ballroom 3 Studio 2 & 3
Ballroom 2
1040 Leading cultural change through Making sense of ITSM with Rain, rain, go away – how
pop culture cynefin problem management must
David Conroy Akshay Anand adapt in a world of integrated
cloud services
Shane Chagpar
1130 Why people change has to be Service management in Maintaining situational
everyone’s business - game on! Suncorp’s agile Chief Data and awareness in the modern
Karen Ferris Transformation Office operations control tower
Stijn De Lathouwers & Chris Fowles
Julie Burke
1220-1320 Lunch Ballroom 1
1320-1500 Concurrent Session 4 Concurrent Session 5 Concurrent Session 6
People & Culture Service Management Practice Cybersecurity
Session Chair: Daniel Zmood Session Chair: Brad Schimmel Session Chair: Wendy Bliss
Ballroom 2 Ballroom 3 Studio 2 & 3
1320 3 ways to supercharge service Human centered ITIL service Cybersecurity – the evolution of
Duncan Troup design (mix well for the perfect an industry and the importance
customer (& organisation) of human behaviour
outcome) John Karabin
Katrina Macdermid
1410 Effective communications DevOps, ITSM and agile: finding “Back to pen and paper” -
- learning from jet engines, the balance how to test your readiness for
snipers, and 500 pound bombs Dave Favelle a cyber-attack
Rocky Heckman Rinske Geerlings
1500-1530 Afternoon Tea Ballroom 1
SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 5Service Management 2018 Program continued
1530-1710 Concurrent Session 7 Concurrent Session 8 Concurrent Session 9
People & Culture Service Management Practice Modern Managed Service
Session Chair: Daniel Zmood Session Chair: Janet Holling Session Chair: Michael Hall
Ballroom 2 Ballroom 3 Studio 2 & 3
1530 Performance reviews suck. What VeriSM™ – the new kid in town! Enterprise, the next generation
to do instead Michelle Major-Goldsmith & Gary Percival
David O’Reardon Simon Dorst
1620 Navigating the pitfalls of people Meet the panellists Startup to scale up: becoming
change whilst transitioning to Chair: Janet Holling PCI compliant
agile at scale Featuring: Akshay Anand, Carmen Nunez
Adam Murray Karen Ferris, Simon Dorst,
Michelle Major-Goldsmith
1830-2300 itSMF Australia Gala Awards Dinner National Arboretum Canberra
Buses to depart from QT at 18:15
THURSDAY 6 SEPTEMBER 2018
0830-1010 Plenary 2 MC: Katrina Macdermid Ballroom 2 & 3
0830 Opening address Ms Gai Brodtmann MP, Shadow Assistant Minister for Cyber Security and
Defence Personnel
0840 Leadership resilience in times of change Major Matina Jewell (retired)
0940 One-on-one interview Bradley Busch and Anne Templeman-Jones
1010-1040 Morning Tea Ballroom 1
1040-1310 Concurrent Session 10 Concurrent Session 11 Concurrent Session 12
People & Culture Service Management Cybersecurity
Session Chair: Adam Seeber Practice Session Chair: Wendy Bliss
Ballroom 2 Session Chair: Ian Smith Studio 2 & 3
Ballroom 3
1040 Power-up your team for Get fit for major incidents Making all your people your cyber
service management Ralph Gray heroes: the challenges and the
Peter McKenzie opportunities
Lawrie Kirk
1130 People, culture and data Building an end-user self- Robot magic - hacking and defending
Christine McNamara service catalog learning machines
Brett Moffett Bradley Busch
1220 Transforming Flinders Problem management — easy Cyber security innovation session
University to do, hard to start Scott Handsaker
Kerrie Campbell Michael Hall
1310-1410 Lunch Ballroom 1
1410-1550 Concurrent Session 13 Concurrent Session 14 Concurrent Session 15
People & Culture Service Management Modern Managed Service
Session Chair: Practice Session Chair: Michael Hall
Michelle Major-Goldsmith Session Chair: Janet Holling Studio 2 & 3
Ballroom 2 Ballroom 3
1410 Got a wicked problem? Need Digital strategy underpinned What happens when you apply AI
to move quickly and fix things? by ITSM techniques to service management?
Experience KT bootcamp - for Harold Petersen Greg Baker
solvers of the future
David Rogasch & Ishita Terry
1500 A pragmatists guide to the ITSM in home affairs Panel: DevOps and the people challenge
human factors of change Michael Milford Chair: Dave Favelle
Peter Gates Featuring: Rob England, Aprill Allen,
Chris Fowles, Katrina McDermid
1410-1500 Concurrent Session 16
Ignite Presentations
Session Chair: Kathryn Howard
Studio 1
1410 Ignite - 20 slides autoadvancing every 15 seconds
Rob England, Ralph Gray, David O’Reardon, Duncan Troup, Adam Seeber, Cherry Vu
1550-1750 Closing Drinks Ballroom 1
6 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E TSE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 7
Useful Information
Hashtag Gala Awards Dinner
The Conference hashtag is #smconfAU – join the Registrations for the Gala Awards Dinner are separate
conversation on Twitter. from the Conference. If you don’t have a ticket to the
dinner yet, or you want to bring a guest, please visit the
App registration desk to snap up any last-minute seats!
The Service Management app allows you to make the The Gala Awards Dinner will take place at The National
Arboretum, Canberra. Pre-dinner drinks begin at
most of the conference and interact with delegates,
6.30pm, with guests to be seated by 7.30pm.
exhibitors & speakers. To download the app you will need
to search for ‘Elements Event Portal’ in your app store, Buses have been arranged to take delegates to The
then log in using the event code: itSMF2018. National Arboretum from the QT Hotel. Please be ready
to leave by 6.15pm.
Wifi A general No Smoking policy applies throughout the
entire Arboretum site; including forests and venues.
Network: QT-Event
Password: GreatEvent Buses will depart from The National Arboretum and take
guests back to the QT between 10.15pm & 11.00pm
Feedback
Lost Property
We are always looking for ways to improve. Please help
Please report all lost or found property immediately to
us to do this by rating the speakers within the app and the staff at the registration desk.
completing the Conference questionnaire online .
Mobile Phones
Cloakroom
Delegates are requested to turn their mobile phones onto
A cloackroom is available via the hotel concierge. silent during sessions as a courtesy to all speakers and
delegates.
Presentations
Name Badges
Delegates will receive access to speaker presentations
after the Conference. You will be notified via email once All delegates will be given a name badge at registration.
they are ready. For security reasons, we ask that you wear your name
badge at all times. This name badge also allows official
entrance to all conference sessions, exhibition, catering
Meet itSMF Australia areas and social functions.
Visit the itSMF Australia Stand in the exhibition area. Name badges can be collected at the Registration Desk
Members of the National Board and State Chairs will be during the following times:
on hand to talk all things itSMF with you and answer
Tuesday 4th, September: 8.00am - 8.00pm
your questions.
Wednesday 5th, September: 7.30am - 5.00pm
Thursday 6th, September: 7.30am - 5.00pm
8 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E TITIL saves money, reduces risks,
and delivers a superior user experience.
The fundamentals of ITIL are used by
millions globally, every day.
The impact of ITIL is vast.
VISIT www.axelos.com/itil-more-than-meets-the-i
SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 9Workshops Implementing real world problem management with Michael Hall This workshop is based on the author’s popular book ‘Problem Management, An implementation Guide for The Real World’ and offers practical guidance on all aspects of implementing and running an effective problem management function, from proposition and justification of the function to different ways of organising it. The advice, recommendations, templates, examples and exercises will give practitioners, consultants and managers the tools they need to add real value to their businesses. Michael Hall Michael has over 25 years of experience in IT, developing and leading teams, managing change programs and implementing Service Management. A specialist in Service Operations, he founded Problem Management as a global function at Deutsche Bank and has since delivered improvements in problem management and problem solving for multiple organisations. He uses a proven approach to deliver measurable results for customers through establishing and enhancing a structured methodology, focusing on the right problems and finding real root causes and complete solutions. In 2012, he earned an MBA (Technology) from the Australian Graduate School of Management and is a certified Professional Problem Solver (Institute of Professional Problem Solvers). His book, Problem Management, An Implementation Guide for The Real World, was published in November 2014 by BCS and is available through Amazon and the publisher. LinkedIn Profile: http://au.linkedin.com/in/michaelgeorgehall Ace your organisational performance with Nick Karpetis In this practical session, Happiness Concierge, the training company trusted by Reserve Bank of Australia, AGL, CitiPower and USYD shares a framework for managing the four pillars of building top performing teams during times of change: 1. The critical elements to building, and rebuilding trust 2. Managing performance and motivation during times of change 3. Inheriting teams with behavioural shutdowns and evolved defensive strategies 4. Facilitating high performing, efficient and motivated teams in a shared vision Exercises: What makes a high performing team? - Creating a ‘first responder’ mindset: how to respond - Delivering the message to your team toolkit: message, timing, delivery, action - Identifying scarcity and survivor mindsets: constructive, time critical, honest - communications - Reframing change as opportunities: understanding your teams larger goals, personal - meaning and leverage points Nick Karpetis Previously consulting for Microsoft, Nick Karpetis’ digital transformation projects across Australia have comprised clients such as the Australian Government, Department of Health, Department of Finance, Comcare and ACCC. Nick now applies his love of technology, people and presenting as Trainer at Happiness Concierge. Nick is also a registered ISTQB Trainer for Foundation and Agile extension levels. 10 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
CONFIDENCE
UNDER
PRESSURE
“We achieved a 67% reduction in Priority 1
Incidents. The results were so impressive that
the rest of the IT organisation asked for the KT
training too.”
Joe Gallagher, Deutsche Bank
Improve your resolutions and raise your customer satisfaction
Training, Simulations Consulting & ServiceNow Integration
& Labs Implementation
Come visit us at our booth at this year’s conference
Leaders in Problem Solving. www.kepner-tregoe.com
SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 11Session Topics: Day 1 Leading cultural change through pop culture David Conroy | IT Customer Experience Manager, SA Power Networks What do The X Factor, Terminator 2, and Shark Tank have in common? They are fantastic examples of quality pop culture and some of my personal favorites. They are also playing a key part in how the IT Customer Experience team at SA Power Networks has started to shift to a more adaptive, empowered, customer focused workforce. This session /presentation will focus on practical examples that SA Power Networks has been experimenting with for the last 12 months. We will share the Good, the Bad and the Ugly. Dan Pink (and many others) tell us that autonomy is one of the key drivers of motivation; but how do you build a sense of empowerment and autonomy in your operational IT teams whilst still ensuring the selected work is of value to the organisation? Well, we use the Shark Tank. The mutant hybrid child of Lean, Agile, Hackathons and pop culture. In this first iteration, cross-functional teams have been asked to present to their leadership team every two weeks with a problem they selected. They have been asked to answer the following questions. 1) What is the problem and why did you pick it? 2) What did you try/do? 3) What value/benefit did you deliver? 4) What did you learn? These questions provide enough focus to guide the discussion without people wasting hours developing slick PowerPoint presentations. Team members have gained valuable experience in presentation as well as the ability to share their wins with the leadership team. Timeboxing to two-week periods also helps keep the ideas to a more manageable size. This talk will explore in more detail how Shark Tank leads into “Terminator 2” – there is no fate but what we make – and how the “X-Factor” is the importance of measurement and listening to your customers. Making sense of ITSM with cynefin Akshay Anand | Product Ambassador, ITSM, AXELOS Global Best Practice “The Cynefin framework … allows executives to see things from new viewpoints, assimilate complex concepts, and address real-world problems and opportunities” – A Leader’s Framework for Decision Making, David Snowden & Mary Boone, Harvard Business Review, November 2007. Cynefin is a sense making framework that provides guidance on understanding the type of environments and situations, each of which require a different approach to making decisions. The Cynefin framework has been enthusiastically picked up by the software development community, but it can be applied successfully to IT Service Management. Many mistakes in ITSM (or more generically, in IT Management) can be often be traced back to a misunderstanding of the type of environment or situation, leading to incorrect approaches being used to make decisions. The Cynefin framework provides a explanation of the different types of environments and situations, as well as practical methods to apply in each environment. Rain, rain, go away – how problem management must adapt in a world of integrated cloud services Shane Chagpar | Global Technical Lead, Kepner-Tregoe You’ve committed to moving your key business services to the cloud and so far your integrations are holding. No turning back now! To prepare for potential rainy days that lie ahead what premortems can you and your teams conduct? What are the right tools most effective for today’s next-gen environments? It’s not all bad, right? You moved to the cloud to take 12 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
advantage of security, reliability, and peace of mind. However, you are now part of a new frontier which brings uncharted terrain and problems hard to identify till you arrive. In this session, Shane Chagpar of Kepner-Tregoe will teach you how to prepare for a potential cyclone in this environment as he asks, “what colour is your umbrella?” and covers the spectrum of how best to prepare yourself for the challenges ahead. He’ll discuss how service and deployment models will require a different approach to setting expectations with your customers. How you’ve got to redefine team troubleshooting so you can manage and take control of incidents that are now outside of your control. It’s a shift from being reactive to being proactive. You must monitor critical infrastructure, applications and metrics that reflect customer experience and most important (and the silver lining) are to leverage resource advantages your team gains from moving to the cloud. The Boy and Girl Scouts motto is “to be prepared”, and through good knowledge management, much work can be done to protect your organisation by carefully planning your process architecture, saving your team from brutal hours of work handling cascading effects due to unauthorized changes. It’s all simpler than you think, and Shane will walk you through how. Why people change has to be everyone’s business – game on! Karen Ferris | Director, Macanta Consulting When change is volatile, uncertain, complex and ambiguous – When constant change is the new black – We cannot rely on a select few to manage the people side of change. This keynote presentation describes the brave new world we are now in or are about to be faced with. When change is fast and iterative and subject to alteration in outcomes, how do you manage the people side of change. How do you communicate and engage when the outcomes are not yet known. You can’t! We have to stop talking about resistance to change and start talking about resilience. The presentation describes how we need to simplify the roles involved in the people side of change and how change has to be everyone’s business. Our workforce is a team and has to behave like a field sports team. Every game is different. Ground, pitch, opposition, tactics, position etc. The team says ‘Game On!’ There is no resistance to change! They have managers and coaches that make it happen. So how do we move our workforce to a position of ‘Game On?’ This presentation shows you how. Service management in Suncorp’s agile Chief Data and Transformation Office Stijn De Lathouwers, Julie Burke | Executive Manager, Chief Data and Transformation office / Service Management Platform Manager, Suncorp Suncorp’s technology division is well known for its Australian leading agile practices and technology delivery. Its Chief Data and Transformation Office embarked on introducing a Service Management practice in a hyper agile organisation. A clash of worlds was predicted yet we have a harmonious biosphere with improved services, agile practices, customer experience, reduced organisational risk and improved data and analytics operations. This session will take you through their journey, its challenges and successes and will give you a glimpse on how an agile team of aligned data and analytics professionals succeeded in embedding basic practices and improved maturity over the course of a single year. SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 13
Session Topics: Day 1 continued Maintaining situational awareness in the modern operations control tower Chris Fowles | Principal Consultant, Vibrato Modern applications and platforms provide torrents of metric and logging feedback to operational teams. Sorting the information from all this data to uncover the insights into the running state of these workloads can be challenging. Vibrato will share some of the unique strategies we use to help teams make sense of the signals by presenting the right information to the right audience at the best time. Implementing a comprehensive visibility platform can help reduce Mean Time To Resolve, mitigate customer frustration, and improve business’ operational awareness outside of just the operations team. 3 ways to supercharge service Duncan Troup | Design Thinker, Tingle Tree Group When we build teams we build value. Taking a lead out of the board room there are three types of value – operational value, strategic value and social value. In this session we will look at these ideas and reflect how they apply to the creation of sustainable high performing service teams. In particular through some outside in and outside the square thinking that will take your service teams to the next level. #1 – Operational Value – “Be clear on your business model and how it relates to customers” In this first “speed date” we will discuss how to shape your business model from the outside in using a simple value model. We will look at a number of steps across: • Identifying the Value • Creating the Value • Producing the Value • Communicating the Value • Delivering the Value • Supporting the Value Created #2 – Strategic Value – “Understanding how to build a strategic service advantage” In the second speed date we will look at how the operating model (operational value) is set up and executed. We will look at the following forces and how they relate to building a sustainable strategic advantage for your organisation. • Relationships • Process • Technology • Knowledge • Culture #3 Social Value – “A new idea – building shared value with your customers” In the last speed date we will discuss the idea of working on building shared value in your service ecosystem – be that with internal or external customers. We will discuss resetting the traditional boundaries of the service system through the lens of: 14 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
• Engaging in fast and rich feedback • Co-creation of services with customers • Ideation from the outside in • Peer support (level 0 support) • Advancing your profession through research collaboration At the end of the session the attendees will have three new perspectives on building value in their delivery of services. This will help them engage their teams though deeper purpose, a higher level of strategic design thinking in their service delivery models and ultimately an understanding of how to build competitive advantage for their organisations through a great customer centric team! Human centered ITIL service design (mix well for the perfect customer (& organisation) outcome) Katrina Macdermid | Director, KayJayEm Services Holding the revered qualification of ITIL Master, Katrina is an expert in the integration and creation of Human Centred ITIL Service Design frameworks; essentially, consulting for a major Australian Airline, she adds the “human” element to ITIL. What is Human ITIL Centred Design? Human Centred ITIL Service Design is an approach to creating solutions for problems and opportunities through a focus on the needs, contexts, behaviours and emotions of the people that the solutions will serve. For example, Katrina has identified significant improvements for incident logging. Her approach focused on Airline front line staff and considers each type of users’ environment, motivations and behaviours for why incidents are (and are not) being logged. Katrina has a solid background and history of managing large transformation projects valued up to $2 billion with some of the largest national and international globally recognised organisations. With a solid background in designing and implementing innovative new systems and technologies in industries like the airlines, telecommunications, technology and services, she has a fundamental philosophy that she believes that as world standard practice we should design ITIL processes that include the frameworks of human centred design. So that all systems work as a natural order of steps to human nature are intuitive, complementary and enhances the use of the customers desires motivations and delights in line with the organisations objectives, (which at times folks in IT do not always take into consideration). Her exceptional communication, negotiation and program management delivery. Katrina is a well-known speaker and lecturer on Human Centred ITIL Service Design, she frequently speaks at conferences on the subject and as well as lecturing at the Academy Xi specialising in Human Centred Design. Her concepts of combining ITIL Service Design with Human Centred Service Design can be easily adopted and utilised by organisations in the design of IT Services into highly valuable, sustainable and relevant IT services. Recently nominated to be an ITIL Global Ambassador for the upcoming new version of ITIL, she is a Certified Practicing Program Director (CPPD) accredited by the Australia Institute of Project Management, in the field of Program Delivery. Katrina holds a depth of expertise knowledge and hands on experience including holding a range of Program Management & ITIL certifications such as PRINCE2, PMBOK, ITIL Master and CPPD. SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 15
Session Topics: Day 1 continued Cybersecurity – the evolution of an industry and the importance of human behaviour John Karabin - National Director Cybersecurity, Dimension Data With major breaches targeted at government, critical infrastructure and commercial companies being announced daily, the question arises - what do we do next? Technology has developed very quickly to counter the growing threat landscape. However, each year security companies make proclamations that they have the answer to the problem, and each year the number of breaches and their impact on society grow. So, where will we be in 2020, and does the silver bullet exist? Effective communications - learning from jet engines, snipers, and 500 pound bombs Rocky Heckman | Technology Surfer – Public Speaker – Visionary In today’s fast paced global world where it’s not about the big eating the small, but the fast eating the slow you can’t afford miscommunications or misunderstandings. Most of the problems we have today are caused by people being in a rush to convey a 1000-page dissertation into 140 characters. We have messages we need to get across to people but we don’t lay them out well enough for people to read and understand them in the very short amount of time they have to read it. So, what do 500-pound bombs, snipers, and Jet Engines have to do with improving how we communicate? Come to the session. We’ll have a laugh, learn a bit and you’ll find out. DevOps, ITSM and agile: finding the balance Dave Favelle | CEO, ValueFlow DevOps is reaching a tipping point in the Australian IT market. Business and IT executives are motivated to get the benefits but they need to understand this is a different type of change. Firstly, there needs to be a clear view on where in the IT portfolio DevOps is most applicable, how to get started, how to tailor ITSM, and how to scale DevOps across the Enterprise. In this presentation, David will bring insights from his work as a consultant and trainer. He will introduce resources and case studies from leading DevOps global organisations. He will also show how DevOps, Agile and ITSM can be integrated and how they can co-exist within the IT4IT standard and IT Operating Model. Agile and ITSM can be integrated and how they can co-exist within the IT4IT standard and IT Operating Model. “Back to pen and paper” – how to test your readiness for a cyber-attack Rinske Geerlings | MD and Principal Consultant, Business As Usual In this hands-on session, we will take cyber risk readiness and related Business Continuity capability to the next level. Rinske will be handing out a world-class disaster simulation template, after which we will build real-life cyber risk scenarios to put your organisation to the test. This session will bring together a range of considerations when testing your organisation for its cyber threat preparedness… not in terms of prevention, but purely in terms of response and recovery. 16 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
After choosing a believable scenario (e.g. DDoS, ransomware or phishing attack), we will build the logistics and procedures for a response and recovery simulation exercise. We will discuss and evaluate injects/challenges such as: • Pre-rehearsal communications: what will you tell participants? Will the test come as a surprise or will you pre-inform people? • Participants, including those outside the IT department • Involving external parties such as Government agencies, external technology partners and customers • Reputation related challenges (e.g. Public Relations aspects and/or social media storm affecting the ‘brand’ of your organisation) • Human Resources related issues such as handling staff panic regarding their critical data • Security aspects including rapidly protecting physical access to your data centre/servers as well as locking down your data/applications • Other physical infrastructure related challenges (e.g. dealing with situations where a cyber attack has affected physical infrastructure such as building security systems, elevators and electricity provisions) • Legal aspects, such as organisational liability for data loss of clients • Any other surprise elements including the use of actors • Post-exercise activities, e.g. measuring the effectiveness, efficiency and learnings from your exercise • Planning tools/logistics to make your rehearsal go smoothly Depending on the size of the group, we may split up in sub teams for this session. The take-home value of this session includes a practical template plus sample test scenarios that are ready to be applied in your own organisation, to test its readiness for a real-life information security incident. Performance reviews suck. What to do instead David O’Reardon | CEO, Silversix Adobe, Dell, Microsoft, IBM, Deloitte, Accenture, PwC and GE have all dropped the annual performance review. Why? Because annual performance reviews suck! According to one study, 73% of HR professionals believe annual performance reviews are a waste of time and resources. Performance reviews, designed to increase performance, have even been shown to have the opposite effect. Continual feedback is the answer. To be a great leader, you have to know how to coach. Quality, timely feedback has been shown to increase engagement, productivity and customer service levels. In this session, David will share the latest research on performance reviews (warning – you’ll want to drop them like a hot potato!), explain why continual feedback is the answer, and share some tips (and help you avoid the pitfalls) for becoming a great coach and a better leader. Let’s face it, “Yay, it’s time for my annual performance review!” said no-one ever. SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 17
Session Topics: Day 1 continued VeriSM™ – the new kid in town! Michelle Major-Goldsmith, Simon Dorst| Service Management, Kinetic IT As the great rock band the Eagles said: “There’s talk on the street; it sounds so familiar. Great expectations, everybody’s watching you”. As the IT industry shifts towards digital transformation, the evolution of new management practices and the ‘commoditisation of IT’, there is so much to watch in the service management space! There seems to be a constant chatter about new management models, best practices and frameworks. It seems there is often ‘a new kid in town’. This presentation will consider the latest: VeriSM, and focus on where it has come from and where it sits within the field of service management. We will present the VeriSM service management approach from the organisational level, looking at the end-to-end view rather than focusing on a single department, like IT. VeriSM allows for a tailored approach depending upon the type of business, its priorities and culture. We will explain how organisations can adopt a range of management practices in a flexible way to deliver the right product or service, at the right time to their consumers. We will outline how VeriSM sits alongside other best and enabling practices, and how we think it will fit with the next version of ITIL. Within this presentation the key elements of the VeriSM approach will be explained together with some of our favourite attributes. Enterprise, the next generation Gary Percival | Senior Consultant, SM4ALL Services All enterprises deliver multiple services, both internal and external, though most do not formally practice any means of service management. In ITIL and ISO 20000 there is huge potential value to organisations to effectively and efficiently manage their portfolio of services. If the ITSM staff are focussing only on IT, then we are doing our employer a major disservice! I wish to propose that there are business-critical services, which are more and more online, which can benefit from the application of the ITSM principles. That many organisations are already performing some ITIL disciplines (without knowing it), but without the overall governance view that ITIL provides. I cover the approaches that can be used, provide some examples of the processes we are so familiar with, and now businesses are using them. I propose the two-level service management model – Service Level and Supporting Process Level. This is viewing services from a lifecycle perspective and viewing the lifecycle supporting processes themselves and their interdependencies. You need to manage services through their lifecycle, and manage the evolution (CSI) of the supporting processes as services in their own right. With Agile, Lean, DevOps, IoT, automation, AI and all, the 2010 processes need a new approach. One which is adaptive and generic. One that can apply to all service providers, not just IT. To show how the ITIL disciplines can be adopted by all service providers, and how the early adopters are using these methods. Navigating the pitfalls of people change whilst transitioning to agile at scale Adam Murray | Agile Transformation Lead, Dimension Data In today’s modern world the pace of change from traditional waterfall project methodologies into an Agile way of working is becoming ever more popular. Kanban, Scrum, DevOps and Lean dominate the team based approaches of ‘getting to 18 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
value’ faster. Increasingly organisations are wanting to take their Agile skunkworks programs and scale them across the enterprise. This is where frameworks like SAFe, DAD and Nexus appear in the organisation. As per any company wide organisational change initiative, the people impacted by the scaling efforts need to be considered alongside the other obvious benefits expected by the management team. Such as improvements to the bottom line, cost reduction and increased revenues. In this presentation the speaker will walk through a short introduction to the various agile methods and frameworks, concentrating on the most popular today – Scrum and SAFe. Followed by some real life examples where the people change impact was not considered fully and had both an impact on the organisational change and the people themselves, thus reducing motivation and morale. The intent is not to describe an existing methodology for people change in a new way, rather pulling on true stories and actual situations. Finally, the speaker will describe how these situations could have been avoided by tackling it in a different way. The intention is to help other agile transformation initiatives to avoid common people change challenges through the use of practical, real life experiences explained in a teaching, learning way. Meet the panelists Chair: Janet Holling Featuring: Akshay Anand, Karen Ferris, Simon Dorst, Michelle Major-Goldsmith This session allows all delegates to ask follow-on questions from the keynote panellists from Wednesday’s morning session. Startup to scale up: becoming PCI compliant Carmen Nunez | Customer Success Manager, Haventec Haventec is an Australian owned and operated Cyber Security technology company with a suite of security solutions that protect identity and personal information transactions in the modern open digital economy. We are a start up with less than 20 people that entered the market two years ago and we are moving fast to establish a scalable business. Last year Haventec participated in the Start Up Lane. This year we look back at how far we’ve come in a relatively short period of time. We share how we’re building and running compliant services, how a small team invested and took a strategic approach to become PCI DSS compliant and how we’ve used PCI and other frameworks to our competitive advantage. PCI leverages key ITIL processes such as incident and problem management, change management and continual improvement. It meets the requirements of other frameworks such as ISO27001:2013. Frameworks are powerful business enablers, they demonstrate the confidence of your people, and the maturity of your processes and systems so that they can be independently verified. They gain the trust of customers and the marketplace. We share the techniques that can be used in organisations large and small to Integrate PCI into business-as-usual and show how PCI is now part of who we are and how it has changed the way we work. More importantly we share how frameworks can have a real impact on business outcomes and your ability to scale. SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 19
Session Topics: Day 2 Power-up your team for service management Peter McKenzie | Principal Consultant, Sintegral So here we are at the Service Management 2018 conference. So what is a service, a service model? Does your organisation truly understand services and what that means? Do they grok*? Moving to service based management implies implementing service based accountability – this can represent a change to how people think about their roles and how they behave in response. Even when people say they understand “services” the implications may not be understood. This can be a significant cultural challenge. Agenda: • An accountability based approach to service modeling and the relatively simple rules to support it; • An exploration how those rules can challenge the status quo and real life reactions; and • What can be done to smooth the path. The goals of the session are to present the organisational change experiences from some real (but anonymised) organisations including: • How moving to true service based accountability was far more of a cultural challenge than anticipated; • Showing that once the change is accomplished, it empowers staff; and • How this change allows management of complexity and also its reduction. *’Grok’ means to understand so thoroughly that the observer becomes a part of the observed – Robert Heinlein, “Stranger in a Strange Land”. Get fit for major incidents Ralph Gray | Golden Pelican IT Consulting In keeping with the conference theme “Get Fit for Service” this presentation helps practitioners to “Get Fit for Major Incidents”. It goes way beyond the published guidance from ITIL (a pathetic ½ page) and ISO/IEC 20000 Part 2 (another ½ page). It does this based on Ralph’s 40 years in IT and 20 years experience in dealing with major incidents based on ITIL guidance. The presentation will embed experience from multiple organisations that Ralph has worked for, either as an employee or as a consultant. However, because of the sensitivity that often surrounds major incidents, most case studies will be presented anonymously. Major Incidents have the potential to create significant disruption to an organisation’s and its customers’ business operations, to impact customer confidence and, in some cases, seriously harm the reputation of the organisation. When major incidents occur, as they inevitably do, they can have a devastating impact on the organisation, its staff and customers. To limit the impact, we need to ensure that these incidents are managed properly and resolved effectively. ITIL and ISO/IEC 20000 specify that a procedure for handling major incidents is mandatory, but most organisations fail to have adequate processes in place. Part of the reason for this is that ITIL gives an inadequate level of guidance. Organisations and practitioners have had to build on the guidance using their own experience. This presentation will guide you through understanding Major Incident Management and its relationship with other key processes such as Problem Management, Change Management, Service Continuity Management and Continual Service Improvement. To do this, the presentation is filled with interesting case studies. It will build a comprehensive framework (a high-level process flow) for managing major incidents end-to-end that participants can take home and implement. The presentation will be suitable for practitioners at all levels of experience. 20 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
Making all your people your cyber heroes: the challenges and the opportunities Lawrie Kirk | Business Development Manager, Australia and New Zealand, APMG International Many organisations continue to invest in multiple layers of ‘intelligent’ technical controls to protect themselves from cyber attackers. However, security breaches continue to grow in their scale and impact. There’s something missing in our organisational response to the cyber risks we all face. Hard won corporate reputations, competitive advantage and operational capabilities are all at risk. The stark reality is that most successful cyber-attacks succeed because of human error – the unwitting actions of anyone in the organisation, regardless of their role or responsibility. We need to understand that effective cyber resilience has always been as much about our people and their behaviours as it is about technology or compliance with the latest regulations. Our people and their behaviours need to sit at the heart of an effective cyber resilience strategy. It requires a balanced and collaborative approach across the entire organisation – embedding the simple, practical and relevant guidance we all need to enable us to make the right decisions at the right time in keeping our most valuable and precious information and systems safe. A missing key in the creation and growth of a truly cyber-resilient organisational culture lies in building a vigilant and resilient workforce through effective cyber awareness training for all. In this vital area of staff training and development, dry ‘tick-box’ annual compliance training, with a ‘one size doesn’t fit all’ approach that so many organisations continue to rely on has demonstrably failed to embed the long-term behavioural changes required to operate securely and responsibly in the digital age. At best, it reminds us of some essentials; at worst, it’s treated as a necessary evil, a distraction, and something to be completed, and forgotten, as quickly as possible. We need to take a different approach. One that moves beyond ‘tick-box’ tedium and which combines easy to understand best practice guidance with innovative training techniques that acknowledge the different ways we all learn. This presentation outlines what good can look like by: 1. Illustrating, through case studies, how some UK organisations are creating and sustaining a vigilant and resilient culture across their workforce; 2. Showing how new training techniques, like gamification and real-time training, can help engage your people 3. Questioning just how much security awareness training is enough 4. Talking about the role your board/leadership teams and champions across your organisation should be playing 5. Emphasising the importance of providing training to protect information at home as well as at work 6. Presenting the power of stories to build active learning and sustained behaviour change Those attending will learn where they can begin their cyber awareness training journey, where they can enhance their existing programme and provide ideas for innovative new approaches to training all your people. The presentation is aimed at business leaders, those responsible for information security and/or security awareness and anyone interested to know more about their role in protecting their organisations reputation in the face of rapidly evolving and changing cyber threats. People, culture and data Christine McNamara | Managing Director, Optimus Australia It takes belief and courage to embark on Service Management transformation. A critical success factor is establishing a change culture to underpin it’s success. If transformation is too much of a risk then incremental change through a Continual Service Improvement program may be the way to go. SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 21
Session Topics: Day 2 continued People: Identifying a leader is the crucial first step. A leader communicates the vision and a clear picture of what the end game looks and feels like. A clear vision statement will be the motivator when resistance to change arises and will provide the guiding principles for all decision-making. Creating a clear vision statement starts with an understanding of the current state and this can often be blurred by the quality of the data. Undertaking a capability assessment is a method used to establish the baseline and it provides a framework and guidance for each capability maturity level, confirms you have arrived at the target level before moving on to the next level. Culture: Creating a change culture is the foundation for transformation and Organisational Change Management (OCM) takes into consideration the people aspect. Developing a change culture is about creating new habits and supporting the people in the organisation to embed these habits into ‘the way we do things’. What differentiates one organisation from another is not technology, not process, not quality but the culture. It is what you stand for daily and if you live it then customers will notice. Data: Data is created by people, therefore analysing data provides enormous insights into the culture and capability of an organisation and can validate what is ‘anecdotally’ known to be true. Equally important to analysing data is to go and see how the data is created. More often than not the person creating the data, keying text into field, selecting from dropdown options or the auto-population based on business rules, does not know how this data will appear on reports or drive business decisions. Not everyone understands analytics (data and reporting) or how to look for meaningful patterns however I have seen data quality improve when there is an understanding of the basic meaning of the data, where it will appear and how it will be interpreted. Measuring, monitoring and improving performance based on solid data foundations is key to the success of People and Culture. Building an end-user self-service catalog Brett Moffett | Solutions Architect, Cireson We all want to try and reduce the number of calls we field in a day. Having an end user self-service catalog allows our customers to use self-service to request the services they require but it is often difficult to get started, drive adoption rates and get results. In this presentation we will look at where to start when looking at creating a service catalog as well as how to maximise the service catalog once we have it and even look at some examples of different approaches to service catalogs from real world companies. • Catalog Planning (Where to start and how to take a Phased approach – Quick Wins) • Design Implications (The Do’s and Don’ts for your design) • Navigation (Real World Examples of the different Navigation styles) • Driving Adoption (How to get people using the catalog) • Automation (Closing the loop) By the end of this presentation you should have some clear learning outcomes that you can take back and start to use in your organisation and start your Self-Service catalog today. 22 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
Robot magic - hacking and defending learning machines Bradley Busch - Chairman, itSMF The explosion of Machine Learning technology, materials technology and advanced controls systems has seen robots enter our lives in meaningful ways. Whether it is chatbots for customer services, robot vacuums, self-driving cars or autonomous drones; robots are in our hands, our lives and flying over our heads. In this presentation we will cover the explosion of robotic technology, a quick understanding of machine learning and then dive deep into Magic to understand how we hack the human mind and our robot servants. It isn’t all bad news though, we will also explore ways of protecting robots from hackers. Without accessing the command line and with no hoodies in sight, you will learn about how to attack and defend robots through stories you will take away to share with your colleagues and friends. Transforming Flinders University Kerrie Campbell | CIO, Flinders University Agile was once considered a fad and popular in the realms of crazy startups with cowboy coders, but now agile methodologies and working in an agile way are being adopted across all industry sectors. Agile has drawn its fair share of advocates and opponents and both are as passionate about their views as each other. Agile will not help you with disengaged people, poor culture or low levels of capability – it’s not a silver bullet. But it will improve your teams work quality, timeliness and your customer’s satisfaction. Agility in delivery and agile customer focus need to be adapted to the changing context of the new enterprise, this means that stuff will break. Agile will break your people, your processes and your org structures – but that’s ok. Problem management — easy to do, hard to start Michael Hall | Problem Management Expert, Real-World IT This presentation sets out to explain why problem management should be easy, but many organisations find it hard to do well and realise the benefits that result. I talk about why it should be easy, but why people find it hard, or hard to get going. I then draw on ten years experience doing, implementing, thinking and writing about problem management, to go into practical steps to make it easier to both do and get results, then lead people through some arguments they can use to encourage teams to get involved effectively. Why do I say problem management is easy? You only need to do two or three things to be successful: • Find the problem – the high impact but easy way – have a service interruption (incident) – or the low impact but slightly more difficult way – analyse your data, service outputs and expert’s knowledge to find problems before they can interrupt service • Find the cause – technical or triggering cause, root causes or underlying situation, contributing factors (things that make it worse or more complicated) • Fix it – implement a permanent solution that eliminates the underlying causes and prevents future incidents being triggered SE RVICE MANAG EMENT 2018 NAT IONA L C ONFERE N C E | C O N F E R E N C E B O O K L E T 23
Session Topics: Day 2 continued That doesn’t seem so hard, but people still find managing problems effectively challenging to implement and maintain. Why is it so hard to get happening? I hear lots of reasons why people are either not doing it or doing it but not realizing the benefits. Things I hear include: • They don’t know how to do it • They don’t know how or where to start • Management can’t see the value dividend from solving problems effectively • People think they are doing it already but really aren’t • We are too busy doing our day jobs to add more work or another layer of administrative overhead How do you make it easy/easier? There are a few things we can do to make problem management easier: • Use a structured approach – have a method and make sure everyone does it the same way – this is not the same as announcing a ‘process’ and asking everyone to follow it! • Have or acquire problem solving skills – learn how to solve problems effectively and teach your peers • Problem management is something you do, not something you administrate or govern. Get directly involved in problems and learn to be an effective facilitator of the expert teams collaborating on solving the problem How do we overcome the reluctance of people to get on board? • First, address the reluctance by setting out six bottom-line values that problem management brings. These include freeing up resources from fire-fighting and speeding up error free delivery, as well as improving customer net promoter scores • Then, how to get going – start small and show positive results – just one type of problem or one area or priority • Finally, win support by celebrating and publicising successes – not yours: recognise the efforts of the experts who were involved back to their management and customers Cyber Security Innovation Session Scott Handsaker | CEO, CyRise Presented by CyRise, Australia’s best venture accelerator for cyber security companies. Hear from a range of early stage cyber security companies deliver a pitch on their business, including some of the best innovators in Australia. 24 S ERV IC E M AN AG E ME N T 2 0 1 8 N ATI O N A L C O N F E R E N C E | C O N F E R E N C E B OOKL E T
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