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Service Management 2017
August 23 2017

Service Management 2017

BSMimpact were once again very pleased to be part of the conference program for the itSMF Australia’s annual conference “Service Management 2017”. It was held at the Sofitel Melbourne on Collins on the 23rd and 24th August and we were very pleased to have both Matthew Burrows and Simon Roller as speakers in the program. 

Matthew Burrows was an invited speaker. His topic was “Back to the future – thoughts on SM 2.0!”

Day 1, Brisbane Room, 4.20pm

It may be a little shaky at times, but while I still stand some chance of remembering the last 20 years, let me make a couple of observations, tell you what we’ve got wrong, the bits we did well, and what needs sorting in the next 20 years. Then I can retire and leave the rest of you to get on with the implementation.

Matthew Burrows is a has-been! He has been the President of the Institute of Service Management! He has been on the ITIL Change Advisory Board, the itSMF UK Management Board, a couple of ethics boards, the finalist list for several forgettable industry awards, a few Conference platforms, the authoring team for the PMI Program & Portfolio Management standards, the Design Authority for SFIA6, a conductor, composer, and professional musician, a publisher, a pilot, and a self-confessed pain in the backside! Come and see if he remembers what he wanted to tell you.

If you’d like a copy of the slides presented on the day – please email


Simon Roller presented “Maximising value and building trust in your digital supply chain”

Day 1, Brisbane Room, 3.30pm

As organisations continue to transform their enterprises to leverage disruptive technologies, they are grappling with the challenges of large and complex supply chains. The amount of suppliers that organisations use has increased from 4-5 per enterprise in 2005 to 20+ in 2017.

Adding to the issue is a greater need for digital skills and cyber security – there has never been so much risk in managing suppliers and delivering outcomes.

Organisations are using a number of strategies to mitigate this risk, one involving multi provider service integration (SIAM) and the other skills based supplier panels (SFIA). We will show how both these methods leverage the latest thinking in governance and management techniques, and help shape the way for next generation service provision in the future.

Attendees will learn:

  • Strategies in mitigating risk in a multi vendor supplier network
  • Integrating capability panels using skills management
  • Latest trends in supplier management and service integration

If you’d like a copy of the slides presented on the day – please email


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