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Updated by ServiceDeskInstitute on Aug 19, 2014
Headline for TFT12 05.12.12 - The first 24 hour global ITSM virtual conference. For more information:
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TFT12 05.12.12 - The first 24 hour global ITSM virtual conference. For more information:

Become one of 24 speakers from around the world at this ground-breaking conference 'Tomorrow's IT Service Future Today'. Please make your submission following the instructions below i.e. presentation title, synopsis, biography, preferred time zone (EMEA, Australasia, US) and web link.

Speakers for the event will be chosen according to their popularity so please vote for on who you'd like to hear speak.
For updates on TFT12 register here


Rob England, The IT Skeptic

Standard+Case is about applying a body of knowledge called Adaptive Case Management to ITSM, synthesising it with our existing ITIL process approach. This is an exciting new concept from the IT Skeptic that will radically improve the way we handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. S+C applies to anything that requires a human response: there's either a standard response or there isn't.
The S+C approach addresses criticisms of other Service Management approaches like ITIL for being too process-centric and not allowing knowledge workers to be empowered. S+C also provides a good skills path for service desk analysts that fits well with gamification.
If you only look at one new idea this year, look at this one. It is an ITSM game-changer.
Learn more at
Timezone USA

Antonio Valle

Risk Based Service Management

Esta es una propuesta alternativa de conferencia en la que se presenta una visión de la Gestión de Servicios desde la perspectiva de los riesgos que asume el Negocio al utilizar servicios TI y de cómo la Gestión de Servicios ayuda a mitigarlos.

This is a proposition of a non-english conference (to add more freshness and communicate to a different audience) about how we can combine the BowTie Risk Management methodology with the current ITSM practices to obtain a perspective on wich are the risks that the business is assuming when makes their activities based on IT Services, and how ITSM helps mitigating those risks
Twitter: @avallesalas
About me:
Timezone: As required by organization. Can be EMEA or EDT to reach LatAm audience or to level speakers

Karen Ferris

Balanced Diversity - A Portfolio Approach to Organisational Change. This innovative new framework will ensure that your service management changes are successfully embedded into the fabric of your organisation. Do not become a statistic - 70% of organisational changes fail. Why? Because most of the guidance tells you what you need to do, but not how to do it. This framework is the 'how'.
Timezone: Australasia

Vladimirs Ivanovs

„No time to work on improvements? Find it with Kanban!”
How Kanban, Lean, Agile could be applied to ITSM? Vladimirs will share his practical experience from case of insurance company in Russia. He installed Kanban board as a tool for IT management team to execute IT Service Management programme.
Want to learn how to do it yourself?
Twitter: @vivanovs!/vivanovs
Location: EMEA


Richard White - The Customer Service Revolution & Why You Should Care

Richard White - The Customer Service Revolution & Why You Should Care

I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it.

So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.

Twitter: @rrwhite
Timezone: America/Pacific (PDT)


Oscar Corbelli

¿Cuál es el mapa de navegación de los profesionales TI en la búsqueda de la integración con el negocio?
Para la biblioteca ITIL® la gestión de servicios debería ser un activo estratégico. Pero, hoy en día, eso podría no ser una ventaja competitiva. Lo grave es que, en ocasiones, algunos responsables TI creen que implementar esas técnicas y modelos significan definir estrategias.
Si el deseo es que TI alinee su estrategia con la del negocio hay que asegurarse que se entienda que cada nuevo proyecto TI sea considerado un proyecto de negocio. Recordemos que una estrategia no es un plan de negocio sino el rumbo que debe seguir la gente que trabaja y que dirige.
La presentación incluye un mapa de navegación operativo para que los profesionales TI eviten caer en trampas de enemigos y mercenarios.
Twiiter @OscarCorbelli
Timezone: To be confirmed (USA or EMEA?)


Ian Aitchison

Secrets to Spectacular Self-Service Success

The theoretical benefits in offering self service to your customers are well known and often quoted in saving time and money and raising customer satisfaction. However the brutal fact is that when it comes to Self Service, the mantra "Just Build It and They Will Come" does not always apply. In fact, unless some specific approaches are followed, you are at great risk of fulfilling "Just Build It and They Will Ignore It".

So what's the secret? Join Ian Aitchison in this guide to what makes Self Service succeed or fail, embellished with examples from real world implementations, and sharing the ultimate top tips to ensuring your new Self Service can make a fundamental improvement to your Service Desk and to your customers' satisfaction and productivity.

Ian Aitchison is ITSM Product Director at LANDesk Software. He has worked in the ITSM industry for nearly 20 years, in that time assisting many large organisations worldwide with their ITSM programs, working in roles including Support Manager, Best Practice Manager and Technical Director.
He speaks regularly at industry events as an enthusiastic evangelist of both the power of LANDesk solutions and also the benefits of IT Service Management.

Timezone: EMEA


Mark Kawasaki & Farah Remtulla

Mark Kawasaki & Farah Remtulla

ITSM in the Service of Humanity: Creating, Delivering, Socializing, and Sustaining Value

This session will be a joint presentation and dialogue that explores the connections between technology, business value, and social value as we have seen in our experiences working to improve the human condition at Emory, in Atlanta, and the world.

Mark Kawasaki and Farah Remtulla are ITSM Specialists at Emory University.

Timezone: USA


Alex Hocking

To improve is to change; to be perfect is to change often.

70 years ago, Winston Churchill said: “To improve is to change, to be perfect is to change often.” Today, technological change is happening at an increasingly rapid rate and if we are striving for perfection, we need to change often. Without the ability to change quickly and efficiently we are doomed to be left behind, overtaken, or gobbled up. How are we going to prevent this happening? Well by simply replacing “If Only” with “Next Time” we can become the ones at the head of the field gobbling up the competition.

Timezone: EMEA

Kirstie Magowan

Sensible Service Management - Mistakes are just learning opportunities.
If you don't make mistakes then you probably aren't trying hard enough!
Take the opportunity to learn from some common mistakes that I, and many others before and after me, have made...then you can go on to make your own new ones!
In this presentation there are no silly questions...the only mistake you can make here is not asking them.
Come and hear some basic common sense, which is often not as common as it should be.
Click on my name, above, for more details.

Timezone - Australasia

Barclay Rae

ITSM Goodness: Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that.
This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM.
Pies might also be mentioned.
Timezone: EMEA


Aprill Allen

Aprill Allen

How to Put the KM Into ITSM
Why is knowledge management important (KM)? Why is it a part of everything we do in ITSM, but it's the last thing we want to turn our time and efforts to? Aprill Allen of tells you how KM can improve your operations and gives practical help on how to write a good knowledge base article and keep the troops motivated.

Location/Timezone: Australasia

Robert Falkowitz

"Beyond Firefighting: Advanced Techniques in Incident Management"
In an advanced organization, the resolution of incidents should be considered already in the service design phase and tested during the service transition phase. What are the techniques that allow you to resolve incidents quickly and within a predictable timeframe?

Robert Falkowitz has over 25 years experience in all phases of IT management, advocating a balanced approach to delivering and managing services that takes into consideration personal qualities, organizational structure and culture, technology and data management, as well as processes and case management.
Timezone: EMEA

Simone Jo Moore

Murders & Aquisitions - Leading Through Transition

It was a dark and stormy night and in the dimly lit boardroom of X-Con, the directors watched their Chairman gazing out the floor to ceiling window.
The room was filled with secret anticipation, the secret joy of committing the easiest and most unpunished of crimes.

The impact and management of people during a merger, acquisition or internal restructure. Simone will discuss the creation, preservation and destructive facets of why murders and acquisitions occur and the quandary in dealing with the resulting emotional turmoil.!home/mainPage

Twitter Profile - @simonejomoore!/simonejomoore
LinkedIn Profile:

Location/Timezone: EMEA
Usually Australia however for this conference I'll be joining in from Aquitaine, France!



Matthew Hooper

Matthew Hooper

Bye IT we'll miss you!
Savvy business is making IT unnecessary.
IT is making itself irrelevant.
Breaking down 5 trends over the past 3 years I will show why IT as we've known it will no longer exist, and I will share my thoughts on the 4 paths of IT professionals by examining the service supply chain.
The 5 trends will be:
1) Cloud Computing
3) Outsourcing
4) App Stores
5) Software Mergers and Acquisitions

Timezone: USA

Peter Lijnse

Just Enough
To improve IT services, no matter what the specific objectives are, we typically have to look at 3 main components: Technology, Process and People. We often see the focus on one of the components, not a balanced view. However; looking at these components alone is not sufficient for a well-defined improvement plan. The danger is that the improvements create a level of complexity and bureaucracy that is not aligned to the organization's requirements. The key to managing this is to focus on the "Just Enough" principle. This principle is influenced by roles & responsibilities, culture, governance, leadership , etc.
So what is just enough process? Just enough governance? In this presentation we will look at how to determine what is "just enough" to achieve your objectives for improvements.

TIMEZONE: USA (well actually Canada...)


Patrick Bolger

CREATE, INNOVATE, GET OUT OF THE CAVE: IT has evolved so quickly that the average consumer now has access to more online services and collaboration tools at home than they do at the office. Social media and collaborative technologies are setting expectations around delivery of IT services that most IT departments fail to meet. Business managers have already started to bypass their IT departments to obtain services faster and IT appears to be losing control. If IT is to maintain its reputation and deliver value, we need to change, and change fast. This session looks at the evolution of technology and corporate IT strategy over the last few decades, highlighting the lessons we can learn from the past and predicting how we need to change to remain relevant in the future.
Timezone: EMEA


Aale Roos

Aale Roos

Service Desk 2.0 is a vision of the future IT support. In this presentation you will hear why this is going to happen, what it is going to mean to the SD professional and how to prepare for it.
Timezone: EMEA

Mark Smalley

Reinvent IT service management and embrace 'occupy IT'
IT service management is on the move. Under pressure on the supply side from suppliers of standard services like SaaS and on the demand side having to deal with increasingly IT-savvy and demanding users - I call this the IT Spring movement. So reinvent yourself and start the journey from supplier to business partner. Move up the value chain and preempt - no, embrace! - 'occupy IT'.

I'll explore the responsibilities on the business side of the demand-supply chain. Hope to get you thinking out of the IT box. I'll introduce you to the Business Information Services Library (BiSL) process framework (supported by APMG and priSM).

Overarching takeaway message:
• Suppliers (e.g. SaaS) are encroaching into the ITSM space
• Business is more demanding and IT savvy
• ITSM has to move up the value chain from supplier mode to business partner mode
• ITSM needs to develop business knowledge and empathy, and collaboration and acquisition skills
• Business and IT must find a way to engage and align at all levels

I represent the not-for-profit ASL BiSL Foundation, where you'll find plenty of publications (if you still have time to read): My background is on LinkedIn at and I'd of course be delighted to have you follow me @marksmalley on Twitter.
Timezone: EMEA

Ian Clayton - Outside-In Pioneer USMBOK Author

Next Generation Service Management for the Age of the Customer.

We live in a service society where our experiences using services, and our interactions with service providers, shapes our view of value, defines our level of satisfaction, and acts as the basis for loyalty and advocacy. IT is at core of this society both as an enabler, and as a vital delivery and support mechanism. But increasing commoditization, self-serivce, and economic pressure requires IT leaders to increase their customer focus, accelerate innovation cycles and operational efficiency, and provide a superior service experience. In this session we will explore:
• Why traditional IT service management frameworks, such as ITIL® and COBIT®, fail the customer and their management sponsors;
• The elements of a ‘next generation service management’ strategy that is customer centric as used by today’s more successful service businesses and progressive IT organizations;
• Where to start the journey to transform into an ‘outside-in’ IT organization that strives for continuous operational and service excellence
Twitter Profile - @ianclayton
LinkedIn Profile:
Location/Timezone: USA Pacific but up 24hrs anyway

Paul Wilkinson

ABC of ICT: The number 1 success or fail factor for ITSM improvements

IT organizations have been struggling for more the last 15 or more years to adopt best practice frameworks such as ITIL in an effort to bring IT under control. However we have generally failed to realize the promised benefits of ITSM frameworks. There is nothing wrong with the frameworks. It is the way in which we (mis) apply them and the way in which we (mis) manage IT. IT is becoming increasingly important, we can no longer afford to fail to bring IT under control using best practices such as ITIL/CobIT/ISO20000....the list grows ever larger day by day!.
In this presentation I will be looking back at some real examples of the ‘Attitude, Behaviour and Culture’ that underpin our poor performance, looking back at 10 years of worst practice. Worst practices that MUST be resolved if ITSM initiatives are to succeed and deliver value. This presentation will finish with some revolutionary and confrontational best practice advice, which if followed will change the industry. I will also reveal the shocking global findings from a number of round table sessions held in the Netherlands, Switzerland, Singapore, Denmark, Sweden, Poland, US, Canada, Belgium and UK. These are globally recognized worst practices and the impact they cause to YOUR business!”
Timezone: EMEA

The Value of a Centralised Requirements Process:
The value of having one centralised requirements process that integrates Service Design (ITIL Requirements Management), the BABOK (Business Analyst Body of Knowledge), advice from CMMI, TOGAF, Cobit5 and other frameworks.

Why requirements are important?
What goes wrong if they are not managed properly
How requirements can be seen as assets, part of a business portfolio
How risk and cost can be reduced and value increased by managing requirements
What an integrated requirements process looks like
What a requirements register looks like

Peter, an independent consultant and trainer, is a member of the South African Chapter and an ex-director of the itSMF International. He have written two books on Service Management metrics. He is currently writing a book for the itSMF on the subject of the requirements process.
Timezone: EMEA (South Africa)

Dr Daniel Wood

I Dream of Service Desk Machines

Do you want to be part of a machine? How about a super successful service desk machine? I’m here to tell you that processes hold the key to consistency, the greatest gift that you can offer your customers. In this session we’ll look at how to create processes, what ones we should create, how do we know if they’re working, and how do we know if people are following them. Don’t want to be part of a machine? That’s okay too – you’re not alone…
Hang out with me to learn:
• Why processes can hold the key to service desk success
• What processes to consider and why
• How to create them
• How do you know if people are following them?
• The rise against the machines

Daniel Wood is Head of Research and Publications at the Service Desk Institute. Dan’s research draws on his experiences as an SDI auditor and from current industry trends and analysis. He is also a frequent presenter on all matters service desk and service delivery.
Timezone: EMEA

Howard Kendall - @HowardKendall

Howard will share his thoughts about the 'Personal skills we'll need to succeed in a technology and service-driven world' which will include premium and human responses, thinking challengingly, saying no and collaboration with no set or predetermined agenda. All of these will require fresh mindsets and approaches which Howard will present.
Timezone: EMEA


Rick Joslin

Rick Joslin

Knowledge Management Best Practices within Service Management
Knowledge management is an absolute requirement to improve efficiencies and enable a service desk to expand its services or deliver self-service. Yet often it is considered optional, and either not done at all or not done well. Knowledge management is more than just the creation of a knowledge base and the use of a tool – it’s a critical process for capturing and reusing the assets of an organization. Through this session, you will be introduced to knowledge management best practices that compliment ITIL and how they integrate with the incident management process.

Attendees of this session will be introduced to Knowledge Centered Support (KCS), a proven methodology that has evolved over 20 years based on the experiences of many contributing organizations.

Speaker: Rick Joslin
Bio: Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development and delivery of HDI’s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of, and VP of Knowledge Engineering for ServiceWare. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook. Rick is a regular speaker at industry events.
Timezone: EMEA