A word from Caroline & Matt on #ITSMFNorth - Doris IT

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A word from Caroline & Matt on #ITSMFNorth

August 2, 2016

@itSMFUKNorthReg

Doris has attended 2 itSMF Events in the past few months. Firstly, a huge thank you to Anna Leyland for keeping us updated and informed on these fantastic events! Secondly, thank you to Caroline and Matt for writing about their experiences and for representing Doris at the events this year, we look forward to the next one already.

Caroline-2

Words from Caroline:

I was invited to the North region ITSMF event held at Fujitsu’s Manchester office. The event is targeted at organisations that are interested in or are currently supporting ITSM projects and services. It promotes ITSM best practices and provides the opportunity to listen, learn and network.

My highlights from the day;

Manchester City Council – Fiona Benoist gave an honest and fascinating insight into Manchester City Councils IT Strategy, sharing information about how council money will be spent and the future vision for Manchester in light of the upcoming mayoral election. Fiona talked through the challenges the council is facing in terms of their aging infrastructure and the fact that they only have ONE data centre. It wasn’t all bad, as Fiona also disclosed the £10m investment available over the next three to four years to help transform the IT estate.

Autotrader – Andy Humphrey gave a really interesting presentation on ‘learning from incidents’. Andy was a great speaker and was obviously not a fan of wordy slides- most of his slides only contained a title. The message Andy delivered was that blame had a large effect on how we deliver service, he believes that the things that stop us learning include forgetting about the context of the situation and just focusing on ‘who is to blame’ or ‘human error’ etc. Andy has implemented a method within Autotrader which focuses on being ‘Open Minded’ and producing a timeline of the event based on ‘what’ and ‘where’, as opposed to ‘why?’ and accepting that it is unlikely there is always a single root cause.

ITSM Zone - Claire Agutter’s session on BRM (Business Relationship Management) gave an insight into a new discipline focused around building and sustaining a great relationship (for example between a customer and supplier). The discipline describes a 5 Step maturity model ranging from ‘order taker’ to ‘strategic partner’.  Personally I feel this is a really interesting role that really helps to bridge the gap between IT and the business – but this is also a role that currently doesn’t seem to be invested heavily in.  If you want to know more – there is a BRMI website you can have a look at.

My favourite presentation of the day was Manchester City Council’s because I could definitely relate to the issues they have there but also to compare how they are trying to use best practice and common sense to solve them.

Caroline

Matt

Words from Matt:

On June 27th Paul and I were invited to the ITSMF event held at Sheffield Hallam which was organised and run by Anna Leyland, a senior ITSM Consultant. The event was brilliantly organised and really helped develop both Paul’s and my own understanding of Service Management and Service and Integration Management (SIAM).

The day started with talks from Tony Oxley, a Service Design & Transition Management Specialist and Simon Hodgson, a Consulting Senior Manager at Sopra Steria, on SIAM and a case study from Rolls Royce which really helped bring many issues surrounding Service Management to light and how SIAM can, and must, be adapted for each organisation. The talk led into much discussion around supplier management which then fed into healthy discussion in the break out session.

One of the key messages from the first session was the importance of communication, this key message was further proven right in the case study explained by Jo Leggett and Neil Bennett from BJSS and HSCIC respectively. The case study was on the partnership between BJSS and HSCIC when delivering the project that replaced the Choose and Book system used by GPs to book referrals. The case study demonstrated many failures and successes to light, giving us real learnings to take away.

Following a lovely lunch we had an update from the ITSMF Board from Richard Horton and then a talk from Lynne Dawson on how Sheffield Hallam are developing under-graduates in the Service Management space. The talk was extremely useful in understanding the level of knowledge we can expect our graduates to have when starting on an assignment, providing they have completed the relevant course.

It was a brilliant day with lots of thought provoking talks given. Many thanks to Anna Leyland for organising and to all the speakers.

Matt



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