Where available, links to the speaker's presentation have been made. Click on the presentation title to access.
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Jackie Clark QSM
Jackie Clark set up the Aunties to help women in need, particularly those whom she describes as being at the worst end of abuse and assault statistics, and women living in dire and abject poverty. Not only was she the winner of the Community and Not for Profit category in the Women of Influence Awards 2018, she also took out the Supreme Award. The Aunties' motto is meeting needs with love. What I’m going to talk about…. My husband died on New Years Eve, 2018 and he gave me permission to talk about our early years of marriage. The abuse, the power and control dynamic. Domestic violence in the leafy suburbs. How do you recognise the signs of different types of abuse, before and during; domestic and professional? |
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Jeremy Holmes, MNZM
Jeremy is a qualified and experienced senior leader and manager with over 25 years’ experience leading and developing high performance teams in the New Zealand public sector – within departments and at the inter-departmental level. A former member of the New Zealand Defence Force, who has led and developed teams of various sizes and compositions to work safely and effectively in complex and uncertain environments around the world, Jeremy has spent the past seven years working for the New Zealand Fire Service and the New Zealand Police. He is now the Regional Manager for the Wellington Civil Defence Emergency Management Group. Over the past 12 years Jeremy has successfully led the development of a range of capabilities and led transformational change in the New Zealand Defence Force, New Zealand Fire Service and New Zealand Police. This includes two and a half years helping increase the resilience of Christchurch after the 2010 and 2011 earthquakes. He is now responsible for increasing the resilience of the greater Wellington region after the 2016 Kaikōura earthquake. His overarching philosophy: “It’s not the mountain we conquer, but ourselves” (Sir Edmund Hillary) Jeremy will be speaking on “Preparing for the Big One: How Civil Defence Manages Major Incidents” |
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Dr Paul Wood
As an 18 year-old, Dr Paul Wood was completely off the rails. He wasn't coping with the impending death of his mother, he was dependent on drugs, and was an unemployed high-school dropout who was committing crimes to feed his habit. Two days after his mother died he lost control when his then drug dealer attempted to sexually assault him. Paul was convicted of murder for this offence and then spent more than a decade in some of New Zealand's toughest prisons. During this period Paul became the first person in New Zealand’s history to progress through undergraduate and Masters degrees while in prison. He was also the first person to begin a Doctorate while incarcerated. Paul's educational pursuits dovetailed with a journey of personal exploration and change, both of which would see him leave prison with an awareness of the fundamental issues that people face when trying to create real change, the best techniques for helping people achieve their goals and cope with adversity, and a deep understanding of how to make the most out of a bad situation. On his release, Paul was able to translate this knowledge into strategies for improving business and personal performance within organisations while working as a senior consultant and manager in the field of leadership development and organisational psychology at OPRA Consulting New Zealand. Paul is now the director of Switch Coaching and Consulting and What’s Your Prison? He is a member of the International Coach Federation ICF, Positive Psychology Association, and serves as a steering committee member for the Coaching Psychology Special Interest Group, CPSIG. Paul now spends most of his time working with senior leaders and organisations across both the private and public sectors to help them reach and maintain peak performance. He also works with troubled teens to help them identify and successfully pursue their dreams. As a keen athlete himself, Paul assists sports people more consistently and effectively maximize their potential. He is also able to reach a large audience and share his insights as a blogger for The Huffington Post. |
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Andy Kieller - CIO at The University of Canterbury
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The Great Circle of Life - Andy will take you through the journey that they have been on at IT Services at the University of Canterbury.
They have re-aligned the entire department to leverage Agile and DevOps without the words "change proposal" ever being mentioned. He will talk about what has worked well and the challenges that have been overcome. The insight Andy will give will hopefully inspire you to tackle this kind of transformation if you haven't started yet, or give a different view for those who may be already actively on the journey. The key message is that this is a people initiative and not a technology one. |
Anthony McMahon - An IT professional with experience in both Service Management and Enterprise Architecture, I have set and maintained strong governance processes which ensure sustainable practices within organisations.
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Why ITSM and Enterprise Architecture need to get into bed with each other - Organisational Enterprise Architecture practices often operate in isolation from their Service Management counterparts. This can lead to a lot of duplication and waste as both teams develop service architecture in parallel without being cognisant about the other team’s effort. The result is a lot of unnecessary noise for the end customer, mixed with friction between the two teams
There is a strong use case for integrating EA and ITSM architecture can be planned and implemented with a coordinated and integrated method. ITSM and EA together enhance the synergy between people, process, business, technology, and information. During this session, Anthony McMahon, a recovering EA with a foundation in ITSM, will explain why the two practices need to be closer aligned and present a strategy for how to achieve this. Delegates will hear about: 1. The common themes between ITIL and TOGAF 2. Why it's important to keep both teams close 3. How to build a strategy to achieve alignment |
Aprill Allen - Aprill Allen is managing director of boutique consultancy, Knowledge Bird. She works with leaders to improve service delivery and knowledge management practices, helping customer support teams and IT service desks work more effectively with organisational know-how to serve their customers better.
As an angel investor and advisor, Aprill helps CEOs of growing startups establish the processes they need to push through the growing pains of scaling their customer support functions. Aprill is a graduate of the Australian Institute of Company Directors, is certified with ITIL 4 Foundation, and is endorsed by the Consortium for Service Innovation to deliver Knowledge Centered Service workshops. |
Making Self-Service Work - This is a real back-to-basics presentation. I pare back the KCS methodology to the must-have takeaways that are the most critical to providing a functioning self-service channel that people will happily come back to. I promise to cut all blue-sky strategy and the mumbo jumbo that creeps in when I've had my head too far into the details for too long.
This will not be a sales pitch for knowledge management. If you already have a chatbot, but it isn't working; if you already have self-service but people aren't using it; if you already know you want to manage your knowledge flows better, but don't know what your first steps should be; this is the session to come to. Learn the 5 most frequently-made mistakes and the essential changes you need to make to propel your self-service project further ahead than where it is today. |
Beth Coleman, Director and Lead Consultant, CATALYNK - Sharing Knowledge. Smarter.
Providing management consultancy, facilitation and project leadership in: Service innovation, informed by Knowledge Centered Service (KCS®), Intelligent Swarming® and Prosci® ADKAR methods. Readiness and maturity assessment of knowledge management in service and support across the enterprise Course design, training and workshop facilitation and coaching Metrics and reporting, analytics for (KCS) knowledge performance Certified by The KCS Academy to teach all levels of Knowledge-centered Service (KCS), from strategy and design to adoption facilitation. KCS metrics link to organizational goals are achievable and performance visible at all levels. Beth facilitates KCS methodology adoption workshops, aligning teams with the KCS philosophy of collaboration and sharing, and encouraging a knowledge-centric culture. |
Intelligent Swarming - Support as a Network - The traditional tiered support structure needs to change. This session introduces the concept of ‘support as a network’, augmented by knowledge and capability profiling. Intelligent Swarming supported by Knowledge-Centered Service (KCS) enables teams to engage in collaboration to dramatically improve service. Beth will provide an overview and introduce concepts and examples to assist management in visualizing the swarm. She'll share the essentials of the process for team interaction, and the profiling needed to achieve significant improvements in customer success.
*Understanding the Intelligent Swarming through two ITSM examples *Infographic of key concepts principles and practices of KCS for reference *Understand the benefits of effective knowledge and collaboration practices to the organisation and customers |
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Christophe De Boeck - I have 20 years experience in different IT Service Management roles; the last 5 years I have embraced the DevOps movement because it focuses so strong on the desire to make IT a more humane job. Because it is the leadership of an organisation that determines how far it can evolve, I have begun to address that potential in more recent roles.
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Serving with feedback - DevOps is teaching us to embrace short feedback loops in order to constantly improve our technical work, however in order for organisations to evolve to a Teal or Evolutionary state, it is critical that we learn to ask and receive constant feedback on our actions and behaviour.
I would like to share my observations in the last few years, and also share a few insights on how we can turn "criticism" into personal learning opportunities. |
Erin Casteel is a specialist in service management and integration, organizational governance and cybersecurity. She is passionate about helping organizations to build, run and improve integrated, organizational ecosystems that enable increased agility, resilience and velocity, and create value. Erin is particularly focused on systems thinking, enterprise architecture and organizational culture to support digital transformation.
Since 2006, Erin Casteel has contributed to the development of ISO/IEC 20000, the International Standard for service management, as Chair of the ISO/IEC working group and as an editor. She is also an editor and contributor to the ISO/IEC 27000 series of standards for Information Security Management. She is a member of the Lead Architecture Team of ITIL 4 and an author of the ITIL 4 Foundation book. |
The ITIL 4 Service Value System and Digital Transformation - We have learned over time that for service management to function properly, it needs to work as a system. But for the organisation to be sufficiently agile and resilient, to not only survive but thrive in today’s VUCA environment (volatile, uncertain, complex and ambiguous), we need to consider all aspects of the organisation and its internal and external context. We also need to address the fact that as we have moved from the industrial era of the 20th century to the digital age, the organisation as a system has also evolved.
One of the greatest challenges and opportunities for service management in the digital age is the need to expand the scope toward optimization of the whole organisation, as well as the organisation’s ecosystem. Digital transformation is about much more than technology – it is about an evolution in the way an organisation and its ecosystem work. These challenges require a new way of thinking about organisations as complex adaptive systems rather than predictable, ordered systems, and they require a fundamental focus on value creation that permeates decision-making, prioritisation and resource allocation. In order for an organisation to be successful, it must achieve organisational agility to support internal changes and organisational resilience, allowing it to withstand and even thrive in changing external circumstances. The organisation must also be considered and managed as part of a larger ecosystem of organisations, all delivering, coordinating and consuming products and services. The ITIL SVS provides the means to achieve organisational agility and resilience and to facilitate the adoption of a strong unified direction, focused on value and understood by everyone in the organisation. It also enables continual improvement throughout the organisation, allowing it to evolve incrementally and gracefully. |
Karen Ferris is an internationally acclaimed service management professional and organisational change management practitioner with a reputation for providing both strategic and practical advice, assistance and insights for organisations in their implementation and maintenance of efficient and effective business and service management. She is an author, facilitator, trainer, speaker and coach.
In 2011, Karen authored the acclaimed itSMF publication ‘Balanced Diversity – A Portfolio Approach to Organisational Change’ introducing a new and innovative framework for ensuring that service management changes become embedded into the fabric of the organisation. In January 2017 Karen was named as one of the top 25 thought leaders in service management by the Service Desk Institute. In July she was named in the top 20 ITSM thought leaders by Sun View Software and in October, the Business Relationship Management Institute presented her with a Global Excellence Award. Her latest book "Game On! Tactics To Win When Change is Constant" was published early this year. She is also a Director at Macanta Consulting. |
Unleash The Resiliator Within: In a world where the speed and volatility of change is ever increasing, we need to stop talking about managing resistance to change and start talking about building resilience to change. The World Health Organization describes stress as the “global health epidemic of the 21st century.” It is time to unleash The Resiliator!
A workforce of Resiliators means that volatile, uncertain, complex, ambiguous and constant change can be embraced. Changes in direction are accepted as the norm and not the exception. Organisations serious about becoming more agile in order to respond to disruptive change have to also be serious about building a resilient workforce. Resiliators take charge, self-manage, lead, inspire and motivate. They innovate, create and experiment. They operate in an environment of collaboration and cooperation. These are all competencies organisations need today if they are to thrive in the face of constant change and disruption, let alone survive. Organisational change leaders need to build the strategy for resilience whilst becoming resilient themselves. Resilience has to be modelled. Come along to this presentation and meet The Observer, The Realistic Optimist, The Regulator, The Reframer, The Adapter and others. United they are The Resiliator! |
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Lou Hunnebeck - An ITIL Expert with 30 years in service industries, Ms. Hunnebeck is Principal Advisor at DXC Technology. Her passion for improving how we do what we do brought her to ITSM from a background in process consulting, training and ITSM systems consulting. She is the author of the ITIL Service Design 2011 Edition, Senior Architect/Co-Author for the ITIL Practitioner Guidance publication, was Lead Architect ITIL 4 Foundation and is a Lead Editor on the in-progress ITIL 4 publications.
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The Journey to ITAM Maturity: from the Bottom to the Top - Effective and efficient management of IT assets has the potential to deliver significant value to organizations. The savings from sound license management alone can be staggering. But too often, organizations try to go directly to the top of the mountain from their first base camp, thinking they can leap over dangerous crevasses and ignore unstable ice sheets along the way. Without an ordered plan for the ascent, organizations find themselves stuck on a ledge having spent valuable time, money and effort, but with nowhere to go from there. In this session we will describe a measured ITAM approach, based upon experience with many different organizations over many different projects, that can take an organization step by step up the path to mature asset management, delivering ever-increasing value all along the way.
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A Practical Guide to Unlocking the Power of ITIL 4 - ITIL 4 Foundation has been released to the market and the next level of ITIL 4 guidance is due out later this year. But what is the point? Like all frameworks, standards, methodologies and best practices, if ITIL 4 doesn’t help us to do something real its value is suspect.
In this session one of the ITIL 4 Foundation Lead Architects and the Lead Editor of the anticipated “Direct, Plan & Improve” ITIL 4 publication will talk about how the structure and content of the new version of the ITIL guidance can be used to really make a difference. |
Owen McCall - It seems that everyone these days believes in the power of technology to transform. Believing in the power of IT to transform is one thing, actually making it happen however, is an entirely different matter. The road to fulfilling IT’s potential to transform our organisations is more often a road to failure than it is a road to success. Just look at the statistics. Most pundits agree that 70+% of IT enabled change programmes fail.
As a lover of technology and a believer in technology’s potential to transform, Owen finds statistics like this very frustrating. As a result he now dedicates his time to supporting organisations to implement better ways to deliver change and to fulfill on technology's transformative power. Owen is the author of High-Performance IT, a collection of short stories and unique IP that provides insights into IT leadership and delivering on the promise of technology. Owen is also a qualified accountant and was previously a partner in Deloitte Consulting where for several years he led Deloitte’s Australasian outsourcing business before returning to New Zealand to take up the position of CIO of The Warehouse Group. In addition to running his practice Owen is a regular blogger and contributor to CIO and iStart publications and is sought after as both an event speaker and judge of industry awards including CIO 100 and the NZ Hi Tech Awards. For more information visit owenmccall.com or contact Owen. |
High Performance IT - Creating Your Future Through The Transformative Power of IT : There is little doubt that technology is fundamentally changing how we work, how we play and how we interact. As inspiring as the new possibilities are I am more interested in understanding how to turn possibilities into probabilities and probabilities into reality. While the technology is interesting the greater challenge is in using technology to create the future of our choosing rather than simply watching the new world pass us by.
Doing this, however, is easier said than done. Our track record of using technology to transform is more often a road to failure than it is a road to fulfillment. Why is this and what can you do to tilt the odds in your favour and make what’s possible, probable? Answering these questions inspired me to write my debut book High-Performance IT, a collection of short stories and unique IP that provides insights into IT leadership and delivering on the promise of technology. Let me share these insights with you and help you create a future of your choice. |
Rob Bull - Rob has over 20 years experience in the NZ healthcare sector both at senior and operational management levels for District Health Boards, NGOs and PHOs including leading change into the primary care services. He has led start up services and regional collaboration projects National award winning project manager with experience designing, developing and implementing innovative services, this includes TUANZ award winner.
Currently he is Director of Plexus Consulting which focuses on Lean Thinking, Operational Excellence and continuous improvement systems for organisations across all sectors. |
The Five Minute Productivity Challenge: Have you ever sat back and wondered what you would do with another week up your sleeve?
A focus on an organisation’s operational performance can bring just that. I don’t mean focusing on sales targets, Board reports or Balanced Score Cards. It’s a focus on the small stuff. With New Zealand’s business growth continuing to grow but productivity performance remaining well below OECD average, it is critical that we change this to remain competitive locally and internationally. The good news is that it doesn’t have to be like that. You can start making an impact tomorrow. Continuous Improvement, Lean, Operational Excellence - call it what you want but it has one thing in common, people. This workshop will outline my approach to starting a continuous improvement focus in your organisation. Based on the respect of people, it will provide an overview of the key elements that drive continuous improvement. The ultimate goal is having each team member walking into the office with the attitude of how they can make their colleagues job that little bit easier and more enjoyable than yesterday. This is where the gold is, empowering people to make these changes everyday. Why? Making just one improvement that saves them five minutes of frustration everyday, you can ultimately find that extra week of time. Participants will gain an insight into the fundamentals of creating and starting a continuous improvement culture within their organisation or at least pick up a tip or two and supporting other frameworks e.g. Scrum, Agile. “Working smarter; Being Better” |
Rob England B.Sc., CITP is an independent management consultant, trainer, and commentator based in Wellington, New Zealand. Rob is an internationally-recognised thought leader in DevOps and IT Service Management (ITSM), and a life member of itSMFnz. He is a lead author of the VeriSM framework, and a recognised contributor to The DevOps Handbook and ITIL 2011 Service Strategy. He is a published author of seven books and many articles. He is best known for his controversial blog and alter-ego, the IT Skeptic. He speaks regularly at international conferences.
Rob is currently engaged by three government agencies as a strategic DevOps consultant. twitter @theitskeptic http://twohills.co.nz/rob Dr. Cherry Vu Ph.D. is an expert on enterprise agility and training leaders; and an experienced consultant to government and business on organisational change, change management, and culture change. She has worked and studied in New Zealand, Germany, and Vietnam. Cherry is rapidly learning about the IT industry, and has certified in Agile Service Management and DevOps Foundations. twitter @drcherryvu http://twohills.co.nz/cherry |
Human systems agility: new ways of working and managing. - Agile thinking is transforming IT, organisations, government, and society. Its impact is far reaching enough to talk of it as a renaissance in work, a refresh or step change that comes only once or twice a century. It is leading to new ways of working: iterative, incremental, experimenting, exploring complex systems. These are displacing the ideas of big-bang projects; zero risk; certainty and accuracy; plan once execute perfectly; failure is not an option. IT is the thought-leader for the wider organisation.
Agile and DevOps are changing ITSM for the better. They have had a profound impact on ITIL, starting with ITIL Practitioner and now of course ITIL4. We won't spend much time on ITIL specifically. We will look at the new ways of working which have led to the changes, and how they impact ITSM. The core principle is "agility through quality". At its heart, agility is about changing faster by being better. We build this culture through attention to leadership, happiness, space, empowerment, community, and communications. At least as important, though, is new ways of managing. Too often, management views the transformation to new ways as something done to improve the practitioner workforce, not to management. This can't be. For an organisation to change, the management must change. So we combine the two into the phrase New Ways Of Working And Managing, NWOWAM. It is cumbersome but we leave it like that to make a point. This is one of the biggest issues facing organisations moving to agile ways of working. Managers must understand and focus on empowerment, collaboration, agility, and flow. Teal Unicorn have been learning and delivering agile management for two years now. We will use examples from New Zealand and Vietnam, from software to shirts, to illustrate what we have found. Attendees will gain insight into where the world is going, and what part ITSM plays in that. |
Roland Shepherd - Roland is an IT Service Management professional with 20 years experience in making IT a better place to be. Roland specialises in Service Management toolset, processes, configuration and deployments. He has transformed the way organisations in both the private and public sectors have delivered IT Service Management. Roland is currently working as a Solution Consultant for Nexthink.
Previously Roland has held roles from a Service Desk Agent, Desktop Support, Service Desk Team Leader, ITSM Solution Architect before moving to pre-sales positions for some of the leading ITSM vendors. Having this experience right the way through the Service Management supply chain gives Roland a depth of hands on experience to provide advice on how to make the most out of your ITSM investments. Roland believes we are going through a fundamental shift in the way IT is going to be delivered. Where the focus will switch from providing a ‘Service’ for end users to providing an ‘Experience’ for IT customers. This fundamental shift in thinking about IT from an ‘End User’ perspective has been the missing component to taking IT truly to the next level. By finding out what Employees think can really empower IT professionals to look beyond the ones and zeros to the human connection. |
How can you use predictive analytics to improve your digital employee experience? - The digital workplace is undergoing rapid transformation, becoming more complex and subject to changes, issues and threats. Yet, for decades, IT organisations have been forced to respond reactively to many of the issues that they encounter whilst delivering services to the business.
This results into increasing costs to manage it and in a degraded experience and productivity for the end users. IT departments fail to listen to their end users effectively and to understand the real quality of their digital experience. Service level agreements and traditional surveys are not enough anymore. In addition, despite heavy investment in IT process frameworks such as ITIL, and in a range of management and monitoring instrumentation, it is still a huge challenge to gain insight into the performance, behaviour and compliance of the end-user computing estate and the experience and sentiment of the users. In this session, we will present how to prepare to move from SLA’s to XLA’s by building scores based on employee’s sentiments and workplace health. |
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Sanjeev NC is a Product Evangelist at Freshworks and a regular at ITSM speaker at major conferences around the world. Sanjeev has led award-winning ITSM software implementations with Freshservice during his time as an ITSM consultant. Sanjeev is currently on a mission to ensure every customer support interaction yields the best possible experience and he evangelizes the concept of selfless service as an evolution of self-service.
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A Simple Self Service implementation framework - It is no secret that organizations struggle with self-service adoption. Most ITSM software implementations revolve around workflows and processes and self-service is usually limited to a well designed (rarely) portal. There is minimal guidance on how to approach self-service implementation.
In this talk, Sanjeev will talk about a framework he built that will help ITSM practitioners succeed with their self-service implementation. This talk will only focus on the practical steps involved in implementing self service across four phases (Research, Design, Launch & Iterate) How to improve self service adoption for your organisation Practical tips on implementing self service Actionable tips to improve your employee experience |
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Tristan Boot - As a value focused Service Management Consultant, Tristan believes in keeping things simple and in the power of effective relationships and continual improvement. He thrives on developing effective communication, building relationships and getting everyone on the same page to drive results for the customer.
Tristan’s background and experience provide him with an insight into the demands and needs of customers and the responses (successful and otherwise) of service providers to these needs. After 25 years in service delivery and service management roles, he has some experience, some bits of paper and some war stories he’s usually willing to share over a glass of Shiraz. |
Pimp my Relationships - It’s no secret that relationships and the ability to manage them effectively are more important than ever in delivering meaningful and effective services. More people are in, or moving into, relationship management positions, but do they have the right skills or attitude to be effective? Many of us call ourselves relationship managers, and those that are good at it have a unique combination of skills that they use to ensure that their clients/customers/partners get the best service.
We often focus on what good relationship management looks like but ignore the skills that are needed to achieve this. To be truly effective there is a mix of hard and soft skills that need to be developed and practiced. But what are these skills? Are you born with them, or can you develop them? I believe there’s two sides to the story, the business skills that get things done, and the relationship skills that ensure people will still talk to you while you’re doing it. Balancing these is the key to being an effective BRM. This will be an interactive session discussing what good relationship management looks like, what the required skills are, how you can identify your strengths and weaknesses, how you can develop the skills you need, and how you can leverage them to be a great BRM. |