Do We Need ITSM Strategy in a DevOps World ?

When: 30th Nov 2017, 18:00 - 30th Nov 2017, 20:00
Where: BCS, 1st Floor, The Davidson Building, 5 Southampton Street, London, WC2E 7HA
Town/City: London
Organiser: BCS Service Management Specialist Group
Price: Free of charge for BCS members and £10.00 for non-members
Further Information: Further Information

*Stop press* due to popular demand, the SMSG team will be live streaming this event. Opening it up to more people in the ITSM/DevOps community to join in on the action.

The feed can be picked up at


Technology development and operations has seen a steady change to more democratic practices away from command and control structures. Lean, Agile and DevOps all give greater power and autonomy to those directly responsible for designing, building, delivering and operating IT. This autonomy can provide significant benefits to organisations and ultimately their customers.

However, despite the apparent benefits, this change has not been without it’s issues. Where once a CIO dictated strategy in conjunction with the board, the situation is more complex and less clear. If the autonomy is divested into a large number of individual teams, how do you get them to pull in an agreed direction?

The BCS Service Management Specialist Group are hosting a panel discussion to debate this new world. How do you agree and disseminate an ITSM strategy in new flatter organisational structures? How do you get the eco-system of suppliers and partners to follow that strategy? Do we even need an ITSM Strategy anymore?

The first person to be announced in our panel of 3 is David Cannon from Forrester.

David CannonDavid Cannon - David is VP, Consulting Director for Forrester. He is a leader in the fields of IT and service strategy and has led consulting practices for BMC Software and Hewlett-Packard. He is the co-author of the ITIL 2007 Service Operation book and author of the ITIL 2011 Service Strategy book. He is also a founder and past chairman of both itSMF South Africa and itSMF International and a past president of itSMF USA. We cannot think of anyone better to lead our panel.

Our second person to be announced in our panel of 3 is Kaimar Karu, formerly of AXELOS.

Kaimar KaruKaimar Karu - After studying philosophy, Kaimar entered IT, moving from through operational, development and management roles. As part of this journey he entered the world of project management (running a PMO) and eventually moved into service management, helping organisations deliver customer value. After 3 years working with Skype on their ITSM which helped establish him as an industry thought leader, he joined AXELOS to oversee the product strategy and development initiatives for ITIL, PRINCE2, and the rest of the PPM portfolio. In 2016, he led the authorship of latest ITIL book, ITIL Practitioner, and in 2017 the publication of the new version of PRINCE2. Kaimar is the perfect panellist to provide insight into ITSM strategy.

The third and final person to be announced in our panel of 3 is Jon Hall of BMC.

Jon HallJon Hall - Jon has been working in ITSM for 20 years. He started at Yell Group, where he was responsible for the development and operation of a set of custom ITSM tools. After many years consulting and leading implementation projects in blue-chip and government clients across Europe, he joined BMC Software in 2008, moving into the R&D organisation in 2010, where he is currently Principal Product Manager for Remedy ITSM. A key area of Jon’s research activity is the impact of DevOps on IT service - and vice versa - in the transforming enterprise. His work with the DevOps community has led him to become a regular speaker at devopsdays conferences.