VIRTUAL SIAM CONFERENCE

2023 dates coming soon

2022 Agenda

Access Service North 2022 content with our on demand tickets.

Conference Day 1

6th April 2022

08:00 - 08:45

Chris Pope Chief Innovation Officer

NewRocket

A connection is a human experience. The human experience can greatly impact how we conduct our business and interact with customers. Customers want trust in the organizations they work with. In this session we will look at removing silos, how to get on the front foot of expectation, enable self-service, provide insight into the full picture and how to empower your service workers.

08:45 - 09:30

Michelle Major-Goldsmith and Simon Dorst

Kinetic IT

SIAM models for every foal, mare, filly or stallion (introducing archetypes, roadmaps and blueprints)

Years of experience in implementing SIAM solutions across the globe within a diverse customer base tells us that implementing SIAM is not an easy undertaking. The Bodies of Knowledge provide a best practice approach but, often due to the complexity, organisations create a SIAM model that supports their specific drivers without necessarily implementing all of the elements that make up an optimal solution.

This presentation will offer 4 archetypal SIAM models designed to respond to the common drivers and organisational goals such as:
• “We want improve our service quality through enhanced provider relationships and performance”
• “Our focus is on optimised cost and efficiencies from within our service delivery”
• “For our organisation we need enhanced governance and achievement of service targets”
• “We want to be able to flex and scale to be able to adopt more new technologies and approaches to services”

The presented archetypes can be mapped against Kinetic IT’s ‘full SIAM blueprint’, created over many years as well as our in-depth knowledge of the SIAM theory. It also defines an archetype-specific roadmap which allows organisations to focus on practical next steps, aligned to their business goals, whilst progressing towards a more mature and complete SIAM model.

09:30 - 10:30

Sponsor and Networking Time

Take this opportunity to explore our sponsor showcase, interact with their booths, download useful documnets and network face to face.

10:30 - 11:15

Steve Morgan

Syniad IT

…or, (how to make sure your SIAM program will succeed and how to make it fail!)

Implementing a SIAM operating model involves huge change across your organization design, processes, contracts, governance, tooling and most fundamentally your organisation’s people and their culture.  This session looks back at recent engagements conducted by Steve and his team and pulls out the key elements which have seen clients succeed in their SIAM programs and also those things which caused delay, uncertainty and increased cost.

The session draws heavily upon practical experience in real-world implementations.  Whether you’re planning a SIAM program, in the middle of your programme or just completing it, they’ll be something for everyone here!

11:15 - 12:00

Thomas Graf

Lomnido

Learn from the marvels and knowledge gathered by our experts from hundreds of service integration projects over decades. Realise that connecting APIs is NOT the challenge, it is the process integration that will “drive you crazy”.

Discover how transaction patterns and pattern recognition are KEY to successful service integration projects. Thomas will demonstrate a practical approach in integrating vendors, suppliers, and service providers seamlessly to boost service quality and customer experience.

12:00 - 13:00

Sponsor and Networking Time

Take this opportunity to explore our sponsor showcase, interact with their booths, download useful documnets and network face to face.

13:00 - 13:45

Martijn Adams

4me

To put SIAM into practice requires tooling that allows the service integrator to track the performance of all the internal and external service providers that the enterprise relies on. Because the enterprise and its providers will already have their own service management tooling in place, setting up a single system of record is challenging. This presentation discusses these challenges and offers a practical and more cost-effective way forward that still allows the external providers to continue using their own tooling.

13:45 - 14:30

Danny Van Vosselen

2Grips

How can SIAM help you in getting the overall end to end experience of your services to a higher level and assist you in your XLA journey?

14:30 - 15:30

Sponsor and Networking Time

Take this opportunity to explore our sponsor showcase, interact with their booths, download useful documnets and network face to face.

15:30 - 16:15

Saishankar Jayaprakash

Wipro

The increase in complexity of today’s IT environments managed by various suppliers requires a structured and robust supporting model that can be provided to customers toward delivering services in an effective and collaborative manner. One critical aspect is to have a practical approach to onboarding the supplier into the SIAM ecosystem.

16:15 - 17:00

Rory Canavan

SAM Charter

The goal of this presentation is to help organisations understand the nature of risk in managing software and also how such risk should accommodate on-site IT estates, as well as the world of cloud.

17:00 - 18:00

Live Panel Session

Join host Claire Agutter and her guests Mark Bradley (Flexera), Ram Kumar Sundaram (Accenture) and Jacob Andersen (ITSM Consultancy Services) as they discuss the key themes from our day one speakers. We’ll also be taking questions from our delegates in what promises to be a lively discussion.

Conference Day 2

7th April 2022

08:00 - 08:45

James Warren, Leon Noel and Paul Barker

Harrison James

This session will look at:

Why SIAM and why not SIAM? –   SIAM is not a fix all methodology, here we explore when SIAM should and should not be used 

Failure starts in the design phase  –  We examine some of the key failures in the design of a SIAM model 

 SIAM Organisation and the people factor –  The importance of sourcing the right people, getting the right organisational design and ensuring there is an effective development/coaching approach 

Getting the journey right – Let’s make sure we think beyond the go live date to get the best out of SIAM 

 SIAM Market View – The next 5-7 year view of

SIAM  

 Why SIAM isn’t just good for Information Technology – The same good reasons for implanting SIAM can be used in other business areas, welcome to Shared SIAM

08:45 - 09:30

Bhavya Godavarthi

Accenture

This session looks at the importance of automation in SIAM. The session includes what aspects to be focused on to deliver automation and make it lean, as well as the value achieved through automation in SIAM, and productivity through automation.
Finally, Bhavya will consider risk factors in implementing automation and mitigations. 

09:30 - 10:30

Sponsor and Networking Time

Take this opportunity to explore our sponsor showcase, interact with their booths, download useful documnets and network face to face.

10:30 - 11:15

Brian Jones

Bloor Research International

Drawing on his experience leading the hugely successful transformation of fashion icon Burberry’s processes and systems, and the global transformation of IT in engineering conglomerate Smiths Group, Brian will share some of the key lessons learned.  

Securing and keeping C suite support, identifying and winning over key influencers, and relating everything back to ultimate business value are just some of the elements covered in this wide ranging and informative presentation

11:15 - 12:00

Neville Hughes and Mark Bewick

CloudStratex

Learn how Neville Hughes and Mark Bewick have improved service using experience management techniques, within a SIAM environment. 

The session will cover what experience management is, and how you can use it in a SIAM environment. It will also provide practical takeaways when it comes to contracts, tools, the role of the service integrator, and communication to the customer organization.

12:00 - 13:00

Sponsor and Networking Time

Take this opportunity to explore our sponsor showcase, interact with their booths, download useful documnets and network face to face.

13:00 - 13:45

Craig Johnson

Digital Clarity

In this session Craig will take you through a new approach to making improvements within your organization. By embracing emerging technologies such as process mining, robotic process automation and experience level agreements you will see how immediate candidates for improvement can be highlighted and the available options to act on them.

Craig will explain why processes should be monitored just like infrastructure and give real case studies on how process mining helped an organization scale and how experience level agreements helped an organization move away from “gaming” SLAs.

13:45 - 14:30

Martin Goble

Lead Partner, Tata Consultancy Services

I will look at the challenges facing SIAM as organizations continue to evolve. I will discuss why SIAM continues to be relevant in new organizational models.


I will also look at how the success of Service Integration can be measured, considering evolving OKRs (Objective and Key results) and outcome based reporting. Finally I will consider how we can contract for SIAM in newer operating models.

14:30 - 15:30

Sponsor and Networking Time

Take this opportunity to explore our sponsor showcase, interact with their booths, download useful documnets and network face to face.

15:30 - 16:15

Ronald Israels

Quint

In SIAM the retained organization has a dominant position. 

What are the main responsibilities and accountabilities? 

Which roles are needed to perform these? 

What is the relation of this retained organization to the business? 

And how can you implement a retained relation? 

These questions will be answered with examples out of the Dutch Market.

16:15 - 17:00

Paul Kirkeiner

CNO Financial Group

In this session, Paul will discuss:

  • The existing landscape
  • Typical challenges
  • Why SIAM
  • The SIAM solution
  • The journey and benefits

17:00 - 18:00

Panel Session / Conference Close

Claire Agutter is joined by Chris Pope, Chief Innovation Officer at our platinum sponsor, NewRocket, and Rachel McElroy, Marketing Director at Cloud Gateway. We’ll be reviewing the SIAM trends and topics from the two days of the conference, and taking questions live from our delegates. After the panel, Claire will deliver her closing comments as we end the conference

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