ITx 2016 Speakers

List of speakers for the ITx 2016 conference

This page contains the speaker list for ITx 2016, ordered by name. Check out the Programme as well.


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Lou Hunnebeck

Principal, Advisory Services at Fruition Partners (New York, USA)

An ITIL Expert with over 30 years in service industries, Lou's passion for improving how we do what we do has led her to IT Service Management from a background of process consulting, training and Service Management systems consulting.

Devoted to advancing the art and practice of Service Management, Lou served as the author of the ITIL Service Design publication, 2011 Edition.

She is on the Senior Examination Panel for ITIL, and the Architect Team for the new ITIL Practitioner qualification, and speaks regularly at industry meetings to spread the message of ITSM.

Practicing Practitioner Skills – Structured Improvement

Tuesday 10:40am - 11:10am, itSMF Service Management conference (itSMFnz 1 Room)

Just reading the ITIL core publications is not enough to drive real progress in service management. To drive genuine change, people need practical skills in improvement, like the ones defined in the new ITIL Practitioner qualification.

Led by an ITIL Practitioner Architect who helped write the ITIL Practitioner Guidance book, this session will progress through a specific improvement example, following the CSI Approach as an organizing framework. Along the way we will show how to leverage the nine Guiding Principles an ITSM practitioner should always adhere to, and show how the three critical competencies of communication, organisational change management, and metrics & measurement are used to ensure improvement success.

Participants will learn how to use the CSI Approach at multiple levels, from the organisation or program level, to the team level, all the way to the individual level.

This session is not a sales pitch for the ITIL Practitioner qualification itself. It simply uses the material included in the qualification to paint a concise picture of a practical improvement approach that anyone at any level of an organization can use.

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ITIL Practitioner Q&A Session

Tuesday 11:20am - 11:50am, itSMF Service Management conference (itSMFnz 1 Room)

Axelos released the ITIL Practitioner qualification to offer practical guidance on how to adopt and adapt the ITIL framework to support business objectives.

Lou & Karen were both members of the team that produced ITIL Practitioner and offer their time to answer questions or provide more information about the qualification.

Hearing & Being Heard: The Role of Listening & Imagination in Business Collaboration

Tuesday 4:00pm - 4:30pm, itSMF Service Management conference (itSMFnz 1 Room)

Collaboration is built on understanding and on mutually agreed objectives.

All parties need to clearly understand and support the achievement of defined goals in order to collaborate on a solution. But when the parties don’t agree, either on the goals themselves or on the tactics for achieving the goals, projects come to a standstill. Or projects go forward without really achieving anything useful in the end.

In this session we will review and practice key techniques for effective listening and inquiry to ensure truly hearing, processing and comprehending those with whom we need to collaborate.

We will discuss how to use targeted imagination to think creatively about what may be important to the person/people we are talking with.

With imagination we can find questions to ask that will uncover important areas of agreement or discord.

Participants will receive a checklist to use to spark thinking and creative questioning.

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Panel session: Integrating ITIL with Agile and DevOps

Wednesday 12:00pm - 12:30pm, itSMF Service Management conference (itSMFnz 1 Room)

Hosted by Matt Hooper, this panel of Karen Ferris, Rob England, Lou Hunnebeck & Mark Smalley will discuss how to integrate "traditional" frameworks (e.g. ITIL) with other approaches (e.g. DevOps & Agile).