From compelling Covid project deliveries to improving organizational outcomes, the annual Service North Global SIAM Conference, hosted by Scopism, brought together the brightest minds in Service Integration and Management (SIAM) for a day of insightful discussions, inspiring case studies, and forward-thinking panel sessions. Over 115 in person delegates registered for this year’s event, exploring critical service management trends, the future of SIAM in a rapidly evolving world, and practical strategies to enhance organizational outcomes. The live stream tickets also offered the opportunity for global attendees with delegates from countries including Brazil, Japan, South Africa and Australia.
Keynote Highlight
The conference’s keynote speaker, Sam Robinson from Yorkshire Ambulance Services, captivated the audience with her presentation on the NHS’s pandemic response.
“SIAM provides governance, management, integration, assurance, and coordination to ensure that the customer organization gets maximum value from its service providers – but how can you do this when you’re faced with a global pandemic, delivery timescales never seen before, and multiple organizations running at the same problems?”
Sam’s compelling recount of how the NHS national digital and technology teams built and ran 24/7 support capabilities for critical services underscored SIAM’s role in overcoming unprecedented challenges. What they delivered was mind-blowing, and in the timescale and under pressure, it was a rare insight into the back end of government rollouts. I certainly will think of that when thinking about future rollout programmes.
Leader’s Insights
Contributions from thought leaders and practitioners enriched the conference, each sharing valuable experiences and actionable takeaways:
- Joanne Todd (St John Ambulance) reflected on her journey with SIAM, discussing strategic drivers, lessons learned, and the evolution toward enterprise SIAM approaches.
- Aushdeep Gupta and Manish Lov from Scopism partner HCLTech emphasized the role of automation and AI in shaping the future SIAM model while maintaining core principles and experience management.
- Patrick Belmans (from our sponsor 2Grips) provided a practical guide to organizational behavior management, highlighting its importance for driving optimal performance in multi-vendor environments.
- Tomi Kaleva (Finnair) detailed his organization’s transition to an internal SIAM model, offering insights into managing large supplier ecosystems and applications.
- Barry Corless (from our sponsor CGI) entertained and informed attendees with his session on designing flexible, effective SIAM governance models.
- Paul Drayton (Atos) explored the intersection of sustainability and SIAM, inspiring attendees to embrace green IT initiatives and governance frameworks.
- Michelle Major-Goldsmith, Simon Dorst, and panelists explored the complexities of measuring service integrators, and sharing tools and frameworks for more effective assessments.
- Vinutha Gangaiah; Sudhish Sethu; George Hanrahan from Accenture and Ford Credit discussed Modernizing SIAM by Infusing GenAI and SRE.
- Bengt Alverborg and Michael Sand (DeLaval International AB) showcased their success with Scopism’s model to achieve ITSM excellence, streamlining SIAM processes for continuous improvement.
Looking to Industry 5.0 and Beyond
The panel that rounded off the day, moderated by Suzanne Galletly (EXIN), explored how SIAM can prepare organizations for Industry 5.0. The panelists, Claire Agutter, Ronald Israels and Cristan Massey, highlighted the importance of resilience, sustainability, and human-centric approaches in the age of AI and advanced technology.
A special thank-you goes to our hosts and all the speakers who shared their invaluable insights and experiences. However, a special mention must go to the Scopism Service North event sponsors HCLTech, 2Grips, CGI, IT Governance Publishing and BCS. Their generous support made Service North 2024 possible.
Exclusive BCS Sponsor Discount
One of the sponsors, BCS, is pleased to offer delegates a 20% discount on its range of Service Management books (SERVICENORTH) and a 15% discount on its CPD modules (ServiceNorth15%). These resources are perfect for professionals looking to expand their expertise and continue their SIAM journey; please visit https://www.bcs.org/
Access the Conference Presentations Online
If you have any questions, we have a host of resources at www.scopism.com, and we look forward to seeing you all again next year for another inspiring Service North conference! If you missed our event this year, you can still access all of the videos in our community – conference attendees receive free access or you can pay a small fee here.
