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QLD Q3 Seminar 2017 - Service Management not as you know it
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Service Management not as you know it

When: 13th September 2017
1:45 PM
Where: The Edge Auditorium
State Library Queensland
Stanley Place, Cultural Centre
South Bank, Brisbane, Queensland  4000
Contact: Sheryl Kingsley
03 9879 5466

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Harold Petersen

Director and Principal Consultant


Digital Strategy underpinned by ITSM

True Digital transformation requires an update in strategic thinking for your business and integration of IT Strategy. It’s not just about upgrading your technology or automating some processes.

Traditional businesses need to rethink their underlying assumptions in five domains of digital strategy:

customers, competition, data, innovation, and value. They need to harness customer networks, platforms, big data, rapid experimentation, and disruptive business models

IT capabilities need to be the engines for a digital business; Now more than ever before does IT need to understand the business and its strategy to optimally align its operating models, provide stability and security in concert with great agility in developing new and changed digital technology capabilities and IT Strategy, including


·Architectures (including micro-services, application portfolios, inhouse versus cloud based hosting, etc)

·Business Relationship Management

·Technology Business Management (business alignment, portfolio optimisation, cost optimisation, investment optimisation, etc)

                 Information Security Strategy

·IT Design and Transformation, including

·Project, Program, Portfolio


·DevOps and Agile capabilities

·SDLC, Change and Release Management

                 IT Operations and Service Management

·SIAM and vendor management

·IT Service Delivery and Support

·Information Security Operations



Matt Campbell and Julie Hawke

Director, Service Potential and GM, Clarity Business and IT Solutions


Safety first! How Service Management has got WH&S covered

Did you know that just like ITIL, there are frameworks in place to standardise and operate WH&S practices? In a “Safety first” aware world this presentation will walk you through some of the service management principles that have been applied to best practice WH&S systems to ensure everyone makes it home safely from work. It’s another great example of Applied Service Management (ASM) in practice.



Cindy Meyers and Mark McCormack

Manager, HiQ Service Points and Manager,  HiQ Contact Centre, QUT                                                         

Using an Enterprise Model to Transform the Student Experience                                                                                             

In April 2017, the Queensland University of Technology (QUT) launched an innovative approach to learner support for its 47,000 students. Known as HiQ, this new service embodies an Enterprise Service Management model providing a personalised and connected  multi-channelled experience for  students. It combines the front facing services of three fundamentally different areas of student administration, Library and IT providing a seamless and effortless experience for students, connecting and encouraging them to engage with all of the services that QUT has to offer.





Welcome & Introduction

Rachel Seaniger—itSMF State Branch Chair—QLD


Digital Strategy underpinned by ITSM

Harold Petersen, Director & Principal Consultant


Sponsor Presentation—Gary Wang, IVANTI


National & Conference Update—Rachel Seaniger


Refreshment Break


Safety first! How Service Management has got WH&S covered

Matt Campbell and Julie Hawke, Direct, Service Potential and GM, Clarity Business and IT Solutions


Using an Enterprise Model to Transform the Student Experience

Cindy Meyers & Mark McCormack, Manager, HiQ Service Points and Manager, HiQ Contact Centre, QUT


Closing Address—Rachel Seaniger, itSMF State Branch Chair—QLD


Networking Session


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