STREAM 4

LEADING PEOPLE

Recruit, Manage & Motivate

 

The Silent ‘P' in Service Management - Andrew Friar

Much like D'Artagnan of the four musketeers the People 'P' is often silent when it comes to the 4p's of People, Process, Products & Partners. This phenomenon is not uncommon across IT dependent projects as a whole and is representative of an opportunity often overlooked by many.  The question is how do we help people recognise this opportunity and take appropriate action.

This talk will explore organisational change as described in ITIL v2 & v3 providing insights on the progress of 'Change Management' in the 'People sense of things' and how this particular discipline has evolved to a point of clarity that enables organisations to better quantify the opportunity 'People' represent and result in measurable outcomes.

 

Can IT People be Service Managers? - Ivor Macfarlane

The concept ‘people, process and technology' working together in successful service management is well accepted. Bridging the gap needs more than adding a little extra learning; it needs genuine change in culture, attitude and understanding. This presentation will approach several issues and aims to illustrate some of the key concepts, using analogy and a bit of humour to explore the human elements; what's involved, prevents it happening and help identify key aspects we should be aware of and build the new culture around.

 

Professional Credentialing - Suzanne Van Hove

This year's theme is the perfect environment to discuss and announce the continued roll out of prism (Professional Recognition in Service Management) as the global standard for professional credentialing. It is about addressing the future development of Service Management and it's about presenting verified and accurate information about our professionals.

 

Effective Networking Relationships-Developing Your Social Capital - Julia Palmer

An in depth look through research into the importance of organisational networking as a business strategy, addressing key components and  major trends that thriving organisations of the future must embrace and therefore manage; Social Capital, Knowledge Management and Collaboration.

 

Realising the Full Potential of Your People - Mike Davies

This presentation introduces the Skills Framework for the Information Age (SFIA) and shows how it can be used to recruit, develop and retain the people that you need to provide IT services that are matched to the needs of the business.

 

Prospecting ITSM Talent - Angela Erasmus & Rowena Stocks

Is ITIL training enough to get you over the line to become a Service Management professional? This presentation outlines the importance of having the correct capability profiles to prospect for ITSM talent, and the structure of the Service management section of SFIA (Skills Framework for the Information Age) and how to integrate this using the standard ITIL roles and responsibilities (from the  book).

 

HOT TOPIC

Talking About MY GENeration

Your challenge is to build an effective workforce that combines the strengths of every member. What are the challenges and opportunities of each generation?  How can you build teams that use the best that people have to offer and avoid the temptation to manage people as stereotypes?

Gen y - a generation driven by choice and empowerment.  I want what I want and I want it now! I work to live!

Gen X -I have put in the hard yards but there is no where to get promoted to and these "kids" want my job.

Boomers - I am healthy and productive why shouldn't I work till I am 70 or 80?

Our panel of mangers and consultants will discuss how they have dealt with the challenge of integrating three generations into their workforce.  

 

Putting Two Wheels on Your Capabilities Cart - Nigel O'Brien

The differences between Service Management and Project Management skills has long been apparent, but how do we allow the two disciplines to mature and keep them aligned to the needs of IT and the business. This presentation builds on a background case study to discuss the concept that the framework and methodology are essential for the development of Service Management in any SME organisation. 

 

Bridging the Gap - Luciana Abreu

This topic will focus on Graduates and the challenges they face in bridging the gap between higher education and the workplace, their preparation and how to equip them with the industry knowledge they need without at the same time, stifling innovative thinking.

 

Transform Your Culture - Tom Rankin

This presentation will outline the stages of Continual Service Improvement (CSI) program, namely Buy-in, Mobilisation, Preparation, Analysis, Deciding and Implementation. The scope of the program covers all parts of the Service Management lifecycle and draws together customers and supplier in an open and sometimes brutally honest collaboration process.