Conference Date
TBC
Location
Sydney
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Agenda

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Day 1 - Tuesday 24th March, 2020

8:00
Registration, coffee & networking
8:30
Welcome remarks from the Chair
Keeping pace with new technology & business change
8:40
Digital disruption & the evolving technology landscape
  • Understanding the nature of your organisation and where you are heading
  • Ensuring business issues are the overriding reason for change, not technology for technology’s sake
  • Developing a plan that takes advantage of new technologies and new ways of thinking about existing technologies
Lindsay MacDonald
Chief of Staff to the CIO
Monash University
9:20
IT LEADERS PANEL DISCUSSION: What does the future of the IT team look like?
  • How has the role and function of our IT teams changed in recent years?
  • What are the skills and capabilities our team will need now and in the future?
  • How can we best prepare our teams for this shift?
Brendan Dalton
Chief Information Officer
CSIRO
Gus Terry
Manager, IT Operations
Wodonga Institute of TAFE
10:00
Accelerating Modern IT transformation
Shayne Harris
Asia Pacific Practice Lead, Device as a Service
Lenovo
10:30
NETWORKING ACTIVITY
11:00
Morning tea & networking
11:30
CASE STUDY: Accidental DevOps – Western Sydney’s Cloud Migration, and how DevOps became a centralised service
Re-thinking your ITSM model to improve service quality
12:10
Flinders University case study: Restructuring an ITSM model
  • Centralising resources for a number of colleges across the university
  • Changing culture and mode of process across the teams to break down silos
  • Improving the customer relationship with the service desk and reducing tickets by 50%
Feisar Joya
Associate Director - Client Services
Flinders University
12:50
Networking lunch
1:50
INTERACTIVE ROUNDTABLE DISCUSSIONS
  • Student Lifecycle Management – Using technology to your advantage – Facilitated by Daryn Whittaker, Fuji Xerox
  • How to align IT, academic and and other business units to a common goal that delivers successful technology transformation – Facilitated by David Bowker and Eloise Roberts, Simplus
  • Enhancing persona based experience for students, faculty, staff, alumni and contracts in universities – Facilitated by Penelope Feros, Cherwell
3:20
Afternoon tea & networking
3:50
AI-Driven Wireless LAN – how ICT Networks is transforming the experience for service desk and students
Bob Friday
Co-founder and CTO
Mist System
4:20
CASE STUDY: Transitioning to an enterprise service management model

In 2018, Victoria University of Wellington developed a Digital Roadmap to transform the University environment through the use of digital technologies. One of the initiatives was the development of a service centre for the provision of all staff services. This was achieved through:

  • Understanding and defining the customer experience
  • Bringing ITSM principles to the rest of the business
  • Transitioning areas of the business that were more resistant to change
  • Incorporating Agile and Design Thinking principles
Peter Borich
Associate Director – Digital Portfolio Implementation
Victoria University Wellington
5:00
Closing remarks from the Chair & close of Day One
5:10
NETWORKING DRINKS

Day 2 - Wednesday 25th March, 2020

8:00
Registration, coffee & networking
8:30
Welcome remarks from the Chair
Ensuring your strategy is client centred & fit for purpose
8:40
CASE STUDY: QUT’s IT Transformation refactoring an ITSM system
  • Improving the nature and quality of business cases
  • Key learnings: What has and hasn’t worked for QUT

Presenting via live video link

Nathan Hart
Associate Director of Information Technology Services
Queensland University of Technology
9:20
An IT Operating Model Aligned to the University
Andrew Janke
Associate Director, Research Technology
University of Sydney
10:00
The Science of Self Service
  • Why the need for effective self-service is more important than ever
  • Understanding the customer journey and incorporating service design techniques
  • Creating a self-service portal that will truly empower your customers
Sumit De
Head of UK Consultancy
TOPdesk
10:30
Morning tea & networking
11:00
SPOTLIGHT SESSION

In this interactive session, you will gain a better understanding of all stakeholders present within the room and the different challenges they face, and help shape the topic of discussion for this afternoons solution workshops

11:30
OUT OF SECTOR CASE STUDY: Designing a 5* service on a complex platform
  • Designing a support service around our customer
  • Creating end to end service delivery accountability with clearly defined outcomes and ways of working
  • Creating a support model that provides transparency on costs, service management outcomes, and flexibility to meet user expectations
Vanessa Fardon
Platform Manager, Data Analytics Reporting Platforms
Suncorp Group
Julie Harrap
Platform Manager Service Management Office
Suncorp Group
12:10
Networking lunch
1:10
SPOTLIGHT SOLUTION WORKSHOP

In this session we will bring attendees together in a small group format to focus on the top issues raised in the morning’s spotlight session. Be prepared to share your experience, and work with your peers, to develop solutions to your most pressing ITSM challenges.

1:50
Creating Digital Advantage: Board & Senior Executive ITSM Governance and Leadership Capabilities

Presenting via live videolink

Dr Lizzie Valentine
Chief Information Officer
Massey University, NZ
2:30
Afternoon tea & networking
3:00
Decreasing the impact of change fatigue in your team
  • Understanding the breadth of change needed to achieve your vision/goals
  • Helping your team to see change as BAU
  • Evaluating success and failures
Suraj Thapa
National Manager Technology Support Group - End User Computing Services
Australian Catholic University
3:40
Building team capability through implementing a skills management framework
  • Linking your framework to business objectives, and making the connection between individual competencies and organisational goals
  • Ensuring adequate training and coaching is available to all staff
  • Keeping it simple, and communicating your plan clearly
Adam Wayling
Associate Director Client Services
University of New England
4:20
Closing remarks from the Chair & close of Conference
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Key Speakers

Feisar Joya
Associate Director - Client Services
Flinders University
Dr Lizzie Valentine
Chief Information Officer
Massey University, NZ
Lindsay MacDonald
Chief of Staff to the CIO
Monash University