JOIN US FOR 18 HOURS OF FREE CONTENT

This year’s annual SHINE virtual conference will take place on 30th October 2019, run in conjunction with ITSM.tools and sponsored by SysAid.

Featuring 18 hours of inspiring speaker sessions on a variety of topics from major incident management to artificial intelligence; Cynefin to service management strategy; delegates from across the globe are invited to join us – without traveling anywhere or spending any money.

Take a look below at our confirmed speakers to date, and remember that whether you want to join us for several sessions, or only one, the content is free to all ITSM and business professionals wherever you are in the world.

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SHINE19 is brought to you by SDI and ITSM.tools and will be hosted by:

Aprill Allen

Daniel Breston

Doron Youngerwood

Doug Tedder

Stephen Mann

SHINE19 CONFIRMED SPEAKERS:

BRINGING HUMANITY TO WORK

DR CHERRY VU & Rob England

  • 04:00 GMT

There is a renaissance in the ways we work, the likes of which we haven’t seen since the introduction of management as a discipline, except perhaps the ideas of flow after World War II.

The flagship is the Agile movement, which has escaped IT and is now transforming organizations, government, and society. But Agile is too narrow a portmanteau, so we call the movement as a whole Human Systems Agility, to embrace all the concepts involved.

In this presentation we’ll explore this human aspect, one that is desperately needed in most IT cultures, though some of our practical experiences.

Attendees will gain a quick overview of the field, pointers to the deeper domains (and this goes deep!) and practical ideas of how to start a personal and an organisational advancement journey to more humane IT.

DEVELOPING PARTNERSHIPS

Kirstie Magowan

  • 05:00 GMT

Kirstie Magowan, Service Desk Consultant, Wellington City Council.

USING CYNEFIN TO SOLVE PROBLEMS WHILE NAVIGATING UNCERTAINTY

Kim Ballestrin

  • 06:00 GMT

The Cynefin Framework by Dave Snowden is a very useful Sensemaking tool – it helps us to understand the most effective approaches to solving problems and managing change as the levels of certainty decrease and complexity increases. While most people find the Cynefin Framework easy to understand, they struggle with the practical application of it in their day-to-day work. We will deep dive on how I discovered the usefulness of the framework for planning large projects and making more effective use of time, as well as how it helps with problem investigation and risk treatment strategies.

Whether you’ve come across this framework before or not, this session will cover both the basic explanation and the practical application to support and inform decision-making. We’ll discuss:

• The Cynefin Framework – an explanation and how to use it

• How to apply the Cynefin Framework for planning different types of work

• When to use exploratory approaches and when they’re not appropriate

• How to plan better analysis workshops and stop them from being derailed

GET BACK 30% OF YOUR DAY WITH SERVICE ORCHESTRATION

DORON YOUNGERWOOD

  • 09:00 GMT

Nearly every CIO believes that automating processes is essential to driving business benefits, and yet IT departments still spend 30% of their time on low-level tasks.

Enter service orchestration. By freeing service desk teams from manual tasks such as employee onboarding, software deployment, and provisioning virtual machines, service orchestration will power a new level of productivity for your organization.

Join this session to:

• Identify opportunities within your organization to orchestrate manual processes

• Find out how to accelerate service delivery and drive agent productivity

• See what other companies are doing with service orchestration

MAJOR INCIDENT MASTERCLASS

VAWNS MURPHY

  • 10:00 GMT

This session will help you to boss major incidents, communicate effectively, and give you tried and tested ways to help you get the show (back) on the road.

From the initial triage to telling senior managers to the final mop up, this session will take you through the end-to-end process so you can manage whatever gets thrown at you effectively and safely.

WORKING WITH AGILE PRODUCT TEAMS - FINDING A COMMON LANGUAGE

JULIA HARRISON

  • 11:00 GMT

Is it a product? Is it a service? Does it matter? Why can’t you tell me when I’ll get my thing? Why aren’t you fixing that bug? Do I have to cover myself in sticky notes to get your attention?

After nearly two decades in IT operations and service improvement, Julia accidentally became an Agile Product Manager in 2013 and is now ‘Head of Product.’ In this session she’ll deal with some of your* most common questions and frustrations working with agile product teams, and give practical steps for building successful partnerships.
*Crowdsourced from the ITSM and Service Desk communities

HOW TO DEVELOP SERVICE MANAGEMENT FROM AN ITIL 3 TO ITIL 4 STRUCTURE

NARGIS MIRZA

  • 12:00 GMT

Currently, leading a cross government collaboration initiative for IT Operations roles with skills and roles mapped from ITIL 3 to ITIL 4 as part of government digital transformation to bring ITSM in line with agile methodologies, building new teams with lean and agile processes to enhance collaborative working, reduce silos and grow in house capability.

HOW TO DEVELOP A DATA-DRIVEN STRATEGY FOR MIND-BLOWING IT SUPPORT

BEN BRANNAN

  • 14:00 GMT

In this session, Ben will share how using the right data, collected in the right way, can result in a data-driven strategy for mind-blowing customer experience that is 10x more effective and transformational than old-school IT strategies.

He’ll share real stories from his journey of transforming Yahoo’s IT Support team from a traditional, run of the mill ITIL shop into an industry leading, award winning organisation with best in industry customer experience and NPS scores, and how you can do the same with your team.

 

WHY STRATEGY IS IMPORTANT FOR YOU, NO MATTER WHERE YOU WORK

DAVID CANNON

  • 15:00 GMT

The ITIL 4 Digital and IT Strategy book is about to be released. Most people think of strategy as some vague concept that senior executives talk about in hushed tones – and something best to keep away from while focusing on real work. But strategy actually affects every position in the organisation. More so in this highly volatile industry than ever.

Many IT professionals have seen their roles change as cloud and digital technology become the new business model. Managers of operational and support units are at the centre of these changes. Strategy has become an essential management tool for every level of management.

This session will focus on exactly how strategy helps managers deal with the challenges of a changing business and technology landscape, and grow their careers. It will also highlight ways in which strategy can be used as a practical tool to manage any type of unit more effectively.

MAKING SERVICE STRATEGIC

Professor Dave Snowden

  • 16:00 GMT

Much service desk interaction with customers represent ordered and structured issues that repeat and for which solutions can be readily codified and designed. Most new or novel requests can be subject to expert analysis and hypotheses for solutions easily tested and validated. But there are a whole class of issues that are novel in nature and require us, to quote Lincoln, to think anew, act anew.

With proper design a service desk can be a means of strategic advantage by identification of unarticled needs and opportunities. Weak signal detection techniques allow early identification of issues that may grow quickly to the level of impending crisis. How often, with the benefit of hindsight, do organisations realise they should have paid attention to something that at the time, appeared inconsequential?

This presentation will provide new frameworks to think about the wider range and variety of service desk needs.

MAKING QUALITY METRICS ACTIONABLE

Rae Ann Bruno

  • 17:00 GMT

Business Solutions Training:

Develops and enhances skills in leadership, service, and communications.

'BROKEN IS NORMAL'

Dr Richard Cook

  • 18:00 GMT

Although we imagine that systems can and should work smoothly, our experience is that they seldom do. Poor performance, breakdowns, failures, and outages are widespread. Far from being abnormal, the broken condition is normal. Systems require continuous ‘care and feeding’ to stay functional and remain useful. The term SNAFU (“Situation Normal: All F#%@ed Up”) applies.

Building and working in these settings requires a distinct set of individual and organizational capacities. The capacity to move smoothly from indications of trouble to real-time/live-system repair has become an essential element of real world systems. Building and sustaining this capacity in the midst of constant change is a formidable challenge. Service Desk Management is integral to this capacity.

Join this session to hear Dr Richard Cook talk about what it means to live in a SNAFU world, how workers there catch and recover SNAFUs, and how you might be able to apply the same principles to your business.

MOVING FROM CAB TO FAB: IT CHANGE MANAGEMENT AT THE SPEED OF BUSINESS

Greg Sanker

  • 19:00 GMT

Let’s face it: Change management, and its signature Change Advisory Board (CAB) is unpopular. In many ways, it’s become Exhibit A in the case against ITSM, in favor of agile, DevOps, and a host of newer high velocity approaches to IT delivery.

And for good reason. The industry is at a critical point where traditional CAB-based change management needs to grow up or get out of the way.

This session will offer practical advice on maturing your CAB, and getting change management focused on enabling changes to happen at speed, in the value streams.

AI, MACHINE LEARNING AND CHATBOTS: OH MY!

CHRISTOPHER CHAGNON

  • 20:00 GMT

We’re not in Kansas anymore. AI, Machine Learning, and Chatbots no longer need to be written off as unattainable technologies of the future. With an ever-growing bevy of options it’s time for us to start considering how we can integrate these techs into our software, processes, and procedures. But what do these technologies really mean for ITSM?

This session will start you off on the right path (or brick road) to learning about these technologies, their applications and use-cases, and provide helpful hints for getting started with them in your own organization.

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