DAY 1, November, 20
15:00 - 16:45
DAY 2, November, 21
10:00 - 10:45


Mark Smalley
The IT Paradigmologist
All levels


Mark Smalley, also known as The IT Paradigmologist, thinks, writes and speaks extensively about IT 'paradigms' – in other words our changing perspectives on IT. Mark is an IT Management Consultant at Smalley.IT and Delivery Partner for GamingWorks' DevOps and ITSM business simulations.

He is a contributor to bodies of knowledge such as ASL, BiSL, BRM, COBIT, DevOps, IT4IT, ITIL, and VeriSM. Mark has lectured at various universities and has spoken at hundreds of events in more than thirty countries.

Speech: High Velocity IT

Business analysts and product managers do not work in isolation. They influence – and are influenced by – many other disciplines including IT service management (ITSM). ITSM plays a key role in enabling users to realise the value of the investments that product managers and business analysts have defined and helped to shape. It is therefore useful to have a high-level understanding of ‘service’ and ITSM.

ITIL® is the oldest and biggest body of knowledge for ITSM, with millions of certified professionals around the world. It has recently undergone a major update, including the creation of ‘High Velocity IT’ guidance for digitally-enabled organisations that place higher demands on IT. 45 people from 18 countries contributed to this book. Many of the underlying concepts in High Velocity IT are also relevant to other disciplines including business analysis and product management. These topics include ethics, safety culture and working in complex environments.

In this presentation, the book’s Lead Editor shares his thoughts on High Velocity IT in the broader context, giving you a better understanding of the:

  • foundations behind achieving high velocity
  • significance of ‘service’ and ‘experience’ for business analysis
  • metamorphosis of how IT service management is evolving into digital service management
Keynote:: IT service management essentials

As a business analyst or product manager, you interact with many business and IT disciplines.

In order to interact effectively, you need to have an understanding of how these ‘strange’ people think.

One of these disciplines is IT service management. Although it seems to come at the end of the chain, you have to interact during the early part of the lifecycle to prevent misunderstandings. It is also much more than the operational service desk with which many people have a love-hate relationship.

This session gives you a better understanding of IT service management (ITSM). It covers the concepts and language that you encounter in dealings with ITSM.

It addresses very basic concepts like incident/problem/change and service levels agreements, but also more advanced topics such as service-dominant logic that is fundamental to working in the service economy. You will learn how to position ITSM with respect to other IT disciplines and movements like Agile and DevOps. There will also be plenty of opportunity for discussion.

The intent is to provide you with more confidence to engage productively with ITSM managers and practitioners so that, together, you can ensure that the value of your work is realised in the production phase.