ITSM14, the annual conference and exhibition of itSMF UK, returns to the Novotel London West in Hammersmith on 10th and 11th November 2014.

This year I will be speaking on the topic of “Cloud Service Management – A New Beginning. What You Need to Know”.

This session continues on from my presentation at last year’s event.

What you will learn:

Whether we like it or not, cloud computing is both disruptive and here to stay for a long time. The disruptive nature of cloud introduces the idea of Hybrid IT where the design, development and management of cloud services and traditional ITSM services converge. The question so how do you adapt today, what you need tomorrow to manage IT and cloud based services?

The overarching tenant of this presentation is to inform attendees how to utilise their existing investment in ITIL processes, functions, structures and training while taking advantage of cloud computing and cloud based services.

The presentation will provide relevant examples to the attendees on issues, pitfalls, and easy wins when adapting to deliver and support cloud based services. The message is clear. Do not throw out your ITIL / ITSM setup. I plan to explain how to do this with practical examples.

I will be speaking on Monday 10th November between 15:20-16:20. The agenda can be found here.

All attendees to my session will have the opportunity to win a number of free vouchers for an e-book courtesy of Van Haren publishing.

The voucher entitles the lucky winner(s) to download a free e-book from the extensive Van Haren Library.


itSMF UK Conference 2013 – ITSM13

It’s Getting Cloudy in IT Service Management

“I had the pleasure of chairing a session Mark ran at the itSMF UK conference.  Over the years I have seen many presentations purporting to demystify cloud operations, but Mark’s was the first to really deliver.  His explanations were clear, his examples were credible and his suggestions both practical and pragmatic.  He easily engaged the audience and although representing a company selling cloud solutions, he never came across as selling anything other than his obvious passion for the subject”

Martin Neville

Head of Service Management Integration

Jaguar Land Rover

itSMF Canada – Conference 2013

There were no clouds to be seen in Toronto on May 6th when Mark presented.

In the sphere of ITSM – Cloud best practices are still emerging.   Mark provided just the right amount of balanced insight and relevance into how Cloud is changing the role of IT in the delivery of services, and how it affects our relationship with our suppliers and the business.

Judging by the terrific audience engagement during the Q & A period, Mark clearly hit a few key Cloudy points of interest – the importance of understanding up front the value of Cloud for the business; the costs associated with increased business demand over time; the new challenges of end to end SLAs and Change Management in a Cloud model; and the changing roles within IT – less control and more focus on being a strategic ‘broker’ between the business and external service providers.

Mark’s presentation re-enforced to me that while Cloud introduces new challenges in the delivery of IT Services, the ITSM V3 framework becomes even more relevant in executing great service delivery.  A great presentation Mark!

Consultant, Intact Financial Corporation

Mark O'Loughlin

Mark is a global authority in helping organisations achieve the very best from their investments in people, technology and digital services. He has served on the Board of Directors of itSMF Ireland and Cloud Credential Council. Mark is a Fellow of the Irish Computer Society, awarded for his achievements and contribution to the IT profession and industry. His prolific publishing includes two books published in four languages, 100’s of articles, and whitepapers. He developed the world’s first certification for the business management of cloud services accredited by Cloud Credential Council. As a member of the international standards group ISO/IEC JTC 1/SC 38, Mark contributed to the development of global standards for IT, cloud and digital services.