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Being the largest IT Service Management Exhibition in Africa, SMEXA15 assumes a different format this year, being a compact, one-day event. SMEXA15 promises an exciting line-up of Service Governance presentations.
The Conference and Expo is brought to you with the support of EY and the following sponsors:
Platinum Sponsor: HP
Gold Sponsors: APMG
Silver Sponsors: Marval Africa and Thinking Dimensions
SMEXA '15 Speakers & Presentations
8:30-8:45 |
Welcoming address (Pieter Roos - itSMFsa chair) |
8:45-9:30 |
1. The impact of digital on service governance (Manti Grobler – EY) |
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Business is becoming increasingly digital, responding to the capibilities of smart machines, the Internet of Things, big data, cloud computing and social media. At the same time, organisations are embracing the digital workplace with flexibility around how employees work. IT organisations are required to rethink the way they have operated for some time in order to exploit the opportunities and respond to the challenges of the new world we are facing. |
9:35-10:20 |
2. The new style of IT and how it shapes business (Kevin Leslie – HP) | The #BigData Service Desk. Speakers – (Kevin Leslie HP and Charl Joubert University of Pretoria) |
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Kevin Leslie brings a unique perspective to the ITSM business . It should be seen as a business not an academic exercise. Up to 2008 Kevin had leadership roles in HR, ERP, CRM, Marketing Automation, PPM and eBusiness platform vendors such as Oracle , SAP, Aprimo and Mercury. Since 2008 Kevin has had various EMEA leadership roles at HP Software that has always included ITSM. He has worked with the largest customers such as Russian Railways (1 million employees) to SMB customers with 5 user help desks. He has consistently brought a business focus to ITSM, allied to a customer dedication, and a passion for innovation.
The #BigData Service Desk is delivering business metrics unheard of with legacy service desk tools . Charl Joubert has been at the forefront of applying innovation at the University of Pretoria. This session will share: · The OOTB use cases that have transformed both on-premise and Cloud based service desks. · The business impact · The best practice adoption |
10:25-11:10 |
3. Professional services – are we professional enough? (Nigel Mercer – APMG) |
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In a world where professional service providers are increasingly required to assist their clients in navigating the changing technology landscape, skills need to keep up if we are going to meet such demands. Relying on qualifications that were relevant a few years ago to keep us going, is not longer good enough. |
11:15-11:45 |
Morning tea |
11:50-12:35 |
4. Introduction to service governance (Peter Brooks – itSMFsa board member) |
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Peter recently published his latest book, titled 'Adopting Service Governance'. Peter will demystify the term and introduce practical suggestions on how service governance practices could best be established |
12:40-13:00 |
5. Roles, responsibilities and competencies for major incident management (Adriaan du Plessis – Thinking Dimensions) |
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Successful major incident management can often be described as chaos countered by wisdom. Organisations that fail to prepare for major incidents could end up having to deal with uncontrolled chaos. You will realise the value of preparation when next your roles, responsibilities and competencies are tested and stand up to the challenge. |
13:00-14:00 |
Lunch |
14:00-14:20 |
6. The cost of poor service governance (Marina le Roux - Pink Elephant) |
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Failing to invest in service governance could result in some unforeseen negative business impact. This session focuses on the challenges, tools and techniques to proactively establish and maintain effective service governance practices. |
14:25-14:45 |
7. Integration is key in Service Governance (Ed Carbutt - Marval) |
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Will the efforts to succeed in Service Governance result in the same challenges as those experienced over the years with many ITIL adoptions and COBIT implementations? This session focuses on the importance of integrating people, processes and technology, and how these contribute to increased business value and effective governance. |
14:45-15:15 |
8. Too much or too little (Johann Botha – Get-IT-Right) |
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As valuable as service governance might be, undue bureaucracy stifles service delivery and raises costs. Finding the balance between regulatory compliance and sound governance on the one hand, and the cost of governance, is becoming a fine art. |
15:15-15:45 |
After noon tea |
15:45-16:45 |
Panel discussion - chaired by Peter Brooks |
16:50-17:00 |
Closing address - Peter Brooks |
17:00-18:30 |
Drinks and post-conference networking |
DATE: 23 September 2015
VENUE: EY, 102 Rivonia Road, situated conveniently across the Gauteng station
RSVP: Click here to register

Peter Brooks
Education
- University of Natal, Pietermaritzburg, BSc. 1979
- Major Subjects; Maths & Physics
Industry Qualifications
- ITIL V2 Manager’s Certificate in IT Service Management
- ITIL V3 ITIL Expert Certification
- ISO20000 Consultant’s Certificate Management
- Fellow in Service Management (FSM)® (prISM)
- Certified ISEB instructor for ITIL Foundations + Service Manager courses
- FISM - Fellow of the Institute of IT Service Management
- Marketing and Business Development Director itSMF International
- Marketing Director itSMF South Africa
- Member of itSMF South Africa Western Cape
Consulting Delivery
- Governance
- Policy Consulting - start up organisation
- Service Governance
- Business Analysis
- OpenView Network and System Management; design and implementation.
- Secure web implementation.
- HP Service Desk implementation.
- Application, System, and Network Consolidation.
- Business Disaster Recovery process consulting, implementation and testing.
- ITIL process management (practical consulting delivery):
Service Portfolio | Service Strategy | Service Desk |
Incident | Problem | Configuration |
Change | Release | Capacity |
Financial | Availability | Service level |
Specialties and interests
Specialties | |
---|---|
ASM | Adaptive Service Model |
Service Governance | Business Analysis |
CSF | Capacity |
Consulting | Demand |
FISM | ITSM |
Governance | HP OpenView |
ISO20000 | ITIL |
KPI | Metric Design and Implementation |
Metrics | Open Source |
Policy | Requirements |
SANS15000 | Security |
Service Desk | Teaching |
Training | Service Management |
Interests | |
Dialetheism | :Service governance |
Physics | :Philosophy |
Psychiatry | :Maths |
Ontology |
Travel
I have never been further | |||
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north | Helsinki 60°10′15″N 024°56′15″E | |
south | Dunedin 45°52′S 170°30′E | ||
west | Sausalito Coordinates: 37°51′33″N 122°29′07″W ] | ||
east | Rotorua 38°08′16″S 176°15′05″E | ||
... and higher than ![]() |
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... and ![]() |
Publications
Adopting Service Governance |
Collaborative Consulting |
---|---|
ISBN: 978-0113314652 | ISBN: 978-0113313914 |
Webinar: Adopting Service Governance: Governing portfolio value for sound corporate citizenship | Review in International Best Practice |
Issues in corporate governance and service governance as a solution | |
AXELOS interview with Peter Brooks | |
Service Governance in the Cloud |
Publications
Adopting Service Governance - Governing portfolio value for sound corporate citizenship - AXELOS 2015 ISBN: 978-0113314652 |
Collaborative Consulting – TSO 2013 ISBN: 978-0113313914 | |
Review - Ivor Macfarlane | |
An Integrated Requirements Process - Governing Cost & Risk in Business Analysis - itSMFsa 2013 ISBN: 978-1490489162 | |
Review - David Lowe | |
Review - Karen Ferris | |
Metrics for Service Management: Designing for ITIL – VHP 2012 ISBN-13: 978-9087536480 |
Metrics for IT Service Management – VHP 2006 ISBN-13: 978-9077212691
Definition of Service Governance
Service Governance describes the means of achieving effective corporate and portfolio governance, within the ‘comply or explain’ framework, by designing the service portfolio as the overarching management system that monitors & controls corporate financial performance & value delivery.
From '''Adopting Service Governance''' http://service-governance.org/index.php?title=Category:Best_Practice Service Governance - Best Practice