Time
Track 1: Pendulum Suite
Track 1: Pendulum Suite
Track 2: Cotton Theatre
Track 2: Cotton Theatre
8:00 – 9:00
Track 1: Pendulum Suite
Arrival, coffee and networking
Track 2: Cotton Theatre
9:00 – 10:00
Track 1: Pendulum Suite
Welcome to the conference
Charity introduction
Great service happens when partners, people, and platforms move in step with the customer. Chris Pope shares a practical take on building an ecosystem that flexes with demand, measures success by customer outcomes, and uses technology to take the friction out of getting there.
Chris Pope, Chief Customer and Product Officer, AutomatePro
Chris Pope is Chief Customer & Product Officer at AutomatePro, where he leads product strategy and customer outcomes for the testing and governance platform trusted across the ServiceNow ecosystem. With 15+ years as a C-suite technology executive, including global VP of Innovation at ServiceNow and multiple tours as a ServiceNow customer, Chris brings the unusual perspective of having sat on every side of the table. He is a recognized thought leader on platform strategy, automation, and the shift from manual effort to outcome-driven delivery.
Keynote: The SLA is dead: Long live the outcome
Track 2: Cotton Theatre
10:00 – 10:45
Track 1: Pendulum Suite
Break
Track 2: Cotton Theatre
10:45 – 11:30
Track 1: Pendulum Suite
In a complex, multivendor environment, a leading UK retailer needed to automate integrations between its IT service management (ITSM) platform and multiple internal business functions while progressing toward a Service Integration and Management (SIAM) operating model.
This customer story shows how integrations were delivered as a fully managed service, enabling end-to-end automation across a wide ecosystem of vendors, including platform providers, wide area network (WAN) providers, and global communication network (GCN) providers.
You’ll learn what changed operationally, how reliability and security were handled, and which choices improved resilience and scalability without increasing in-house integration workload.
Juha Berghäll & Petra Heine-Brach
Juha Berghäll
Juha Berghäll is an entrepreneur and IT service industry leader with more than 20 years of experience building businesses and challenging established ways of working. He is CEO and co-founder of ONEiO and Chair of itSMF Finland.Juha speaks about entrepreneurship, the changing role of IT, and how technology and automation can make work more meaningful, not simply more efficient. He is a strong advocate for helping organisations focus on what they do best and for building a more ambitious, competitive European technology industry.
Petra Heine-Brach
Petra Heine-Brach is Co-Founder and Managing Partner of PETE Technologies and an experienced IT executive with more than 30 years in international IT management and transformation.A specialist in IT Service Management, Service Integration and Management (SIAM), and target operating models, she has designed and implemented complex multi-supplier service environments across industries including retail, engineering, financial services, aerospace, education and consumer goods. Her work spans service integration, multivendor governance, sourcing and contracting, as well as the transformation of global IT operating models.
Previously, Petra held senior global leadership roles at Vodafone, where she led and transformed large-scale ERP and workplace service & operations. Today, she helps organisations move beyond fragmented supplier structures towards transparent, efficient and effectively integrated IT services.
A Retail Giant‘s Service Integration Journey
Track 2: Cotton Theatre
What if integrating your services could be as flexible (and fun) as building with LEGO? In today’s complex, hybrid environments, organisations need more than rigid frameworks, they need modularity, control, and agility. Composable SIAM delivers exactly that: governance, service assurance, orchestration, and end-to-end measurement as configurable building blocks.
Global research shows customers want more than outsourced integration: they want control. Composable SIAM enables this balance, letting businesses decide what to retain and what to delegate, creating tailored models that support autonomy without sacrificing cohesion or visibility.
This session won’t just talk about building; it will show it. Expect LEGO metaphors, live “construction” moments, and maybe even hard hats as the future of service ecosystems is assembled. You’ll leave with practical insights and a fresh perspective on how composable models empower agility, assurance, and measurable outcomes.
Because the future of service integration isn’t rigid—it’s composable, customer-centric, and built block by block.
Michelle Major Goldsmith is a British-born Australian IT leader with 30+ years’ global experience across complex service ecosystems. She specialises in human centric service design and measurable customer outcomes, turning best practice into practical improvements.
She has led SIAM guidance for over a decade as one of the Lead Architects for the Scopism SIAM Bodies of Knowledge, including the 2020 and 2025 updates. Michelle is an EXIN Subject Matter Expert, Project Editor for ISO/IEC 20000-14 (SIAM), and contributor to ITIL and VeriSM™, co-authoring the VeriSM™ Pocket Guide.
Her contributions have been recognised with itSMF Australia Service Management Champion of the Year (2017), itSMF Australia Lifetime Contributor (2026), ITSM Thought Leader of the Year (2018), and HDI Top 25 Thought Leader honours (2026, 2025, 2024, 2022, 2020).
Composable SIAM: The LEGO Set for Modern Service Integration
11:30 – 12:15
Track 1: Pendulum Suite
Track 2: Cotton Theatre
Modern services depend on a complex ecosystem of internal teams, suppliers and technology partners, yet customers only experience one service. Drawing on real-world experience leading service delivery in large public and private sector organisations, this session explores what happens when no one takes responsibility for integrating that ecosystem.
Through practical examples, Sidrah will discuss why service performance is often overlooked in favour of project delivery, how fragmented ownership creates operational risk, and why eliminating “them and us” thinking is essential.
During the session, Sidrah will include practical lessons on the role of the customer as the service integrator, demonstrating how stronger relationships, clear accountability and a relentless focus on outcomes can transform service performance across complex supplier environments.
Sidrah Warburton
Sidrah Warburton is Head of Service Delivery at Leeds City Council and a technology leader with over 25 years’ experience driving service delivery maturity and excellence across public sector and private sector organisations.
An expert in ITSM and Service Integration and Management (SIAM), she has led the transformation of complex, multi-supplier service environments, bringing together internal teams and strategic partners to deliver reliable, customer-centred digital services.
She is dedicated to leading large-scale service operations, creating inclusive environments, building high-performing teams and supporting organisations to improve citizen and customer outcomes and experiences. Belonging and inclusion is at the heart of Sidrah’s approach to both her professional and personal life.
Alongside her professional career, Sidrah serves as Vice Chair of South Asian Arts UK, supporting the organisation’s strategic development, governance and growth.
No Us and Them: Lessons from Life as the Customer's Service Integrator
12:15 – 1:00
Track 1: Pendulum Suite
A contractual obligation to support isn’t an obligation to collaborate.
Contracts can define responsibilities, establish governance, and provide the commercial levers needed to support a SIAM operating model. They create the foundations for success, but they don’t create collaborative behaviours.
Drawing on the implementation of a large, multi-supplier SIAM model, this session explores how contractual obligations were used to support Service Integration, before looking at the behavioural framework that helped create a genuinely collaborative service ecosystem.
Whilst contracts may support SIAM, culture is what makes collaboration work. This session shares practical approaches to strengthening both the contractual and cultural foundations of a SIAM operating model.
Caroline Broad
Caroline Broad is an independent SIAM and ITSM consultant with more than twenty-five years’ experience helping organisations design, improve, and operate complex multi-supplier service environments.
After sixteen years with Capgemini, including contributing to the development of its global SIAM blueprint, Caroline spent a decade helping to shape, evolve, and operate the SIAM and Digital Business Operating Model at Anglian Water. During that time, she developed practical approaches to improving supplier collaboration, governance, service quality, and operational performance across a diverse partner ecosystem.
Caroline is passionate about turning service management principles into practical ways of working that deliver better outcomes. She enjoys sharing real-world experiences, lessons learned, and ideas that delegates can take back and apply in their own organisations.
From Contract to Culture: Creating Collaboration in SIAM
Track 2: Cotton Theatre
Without a specific legally enforceable AI framework for healthcare, we must rely on ethical practice to ensure we are acting in the best interests of patients and staff. In this session, we will explore a case study that balances risks and benefits.
Key takeaways:
1) Ethical practice can guide us when technologies are changing rapidly
2) Always start with problem and how it fits to your strategy
3) Openness, transparency and explain-ability are crucial
Chris Reynolds, Expert CDIO, Active Black Country Trustee, Members Representative for Lancashire Cricket Club
An ambitious, innovative and compassionate leader with broad and deep experience in digital innovation (KMPG, UK Department of Health, Technology Startup Mentor, UCL Research fellow), Chris leads the development of transformation and culture change using digital tools.
He influences through a common purpose and delivers shared solutions to enable good quality standardised care. He has led digital transformation in challenging circumstances and performed several turnarounds of electronic patient record initiatives.
A nationally recognised digital leader (shortlisted for HSJ digital awards 2026), SIRO trained, Artificial Intelligence Ambassador, Professional Member of the British Computer Society and Advanced Practitioner in the Federation of Informatics Professionals.
"The Only Way is Ethics" AI deployment in healthcare
1:00 – 2:00
Track 1: Pendulum Suite
Lunch
Track 2: Cotton Theatre
2:00 – 2:45
Track 1: Pendulum Suite
Track 2: Cotton Theatre
SIAM best practices evolve continuously. The 2025 SIAM Body of Knowledge update created a flexible structure to allow the guidance to evolve alongside SIAM. In 2026, the SIAM Content Council was established to provide governance for the BoK and to shape, develop and maintain best practice content. The Council brings together experienced practitioners and contributors to help ensure SIAM guidance stays relevant, coherent, and grounded in real-world delivery.
Council chair, Martin Neville
In this session, the Council chair, Martin Neville, will be joined by contributors to share an update on current work in progress, and what’s coming next.
Introducing the Scopism SIAM Content Council
2:45 – 3:30
Track 1: Pendulum Suite
Defence is increasingly operating as a complex ecosystem, bringing together internal organisations, strategic suppliers, SMEs, technology partners and international allies. As these ecosystems become more connected, challenges emerge. How do all stakeholders work together effectively across organisational, supplier and national boundaries? Governance, accountability, security, readiness and interoperability all need to be considered, while defence organisations continue to innovate and adapt.
In this session, members of the Scopism SIAM and Defence Working Group will share emerging thinking from a new whitepaper exploring the role of Service Integration and Management (SIAM) in defence. The discussion will consider SIAM as an enterprise capability for connecting organisations, suppliers and outcomes; the relationship between SIAM, architecture and interoperability; and how defence organisations can balance innovation and agility with resilience, readiness and control. Drawing on perspectives from different defence contexts, the session will explore what effective service integration could mean for the increasingly federated and interconnected defence ecosystems of the future.
Beyond Boundaries: SIAM and the Future of Defence
Track 2: Cotton Theatre
3.30 – 4:00
Track 1: Pendulum Suite
Break
Track 2: Cotton Theatre
4:00 – 4:45
Track 1: Pendulum Suite
Closing panel: Global SIAM Survey 2026: Panel Discussion
Conference Close
Track 2: Cotton Theatre
4.45 – 5.45
Track 1: Pendulum Suite
Drinks and Networking
Track 2: Cotton Theatre
