itSMF UK 2024: A reflection on some of the most interesting sessions & keynotes

What a fantastic couple of days at itSMF UK 2024 in Reading! As always, the event was packed with valuable insights, thought-provoking discussions and plenty of moments that made me go, "Ah, that’s the missing piece!" From IT Service Management (ITSM) to innovation, leadership and the human side of technology adoption, there was no shortage of wisdom. Here are some takeaways that had me thinking long after the sessions wrapped up:  

Human-Centered ITSM: The Power of Purpose in Processes 

First off, let's talk about Katrina Macdermid from HIT Global. She knocked it out of the park with her session on human-centered design in ITSM. Processes are fantastic for outlining roles and steps, but if we don’t understand why we’re doing something, it all turns into a glorified checklist. And who wants to live that life? I know I don’t.  

AI in Operations: Making Technology Work for Us 

AI was a recurring topic, and rightly so. Aaron Perrott from KTSL made the case for AI automating those boring, repetitive tasks, like log analysis, so that teams can get stuck into the more strategic, creative work that really matters. The message here was clear: AI is here to stay, but its success relies on how we choose to integrate it responsibly. Such a powerful reminder that technology should work alongside us, not replace us.  

Building a Foundation for AI: Data Is Key 

On a similar note, as AI continues to shape our future, Chevonne Hobbs, MBCS from Illuminet pointed out that AI needs structured, high-quality data to work its magic, something to guide it along the way. It’s not the tech that makes it work, but the human expertise behind it. AI’s success is more about thoughtful planning and execution, rather than jumping in headfirst.  

Agile and Psychological Safety: A Culture of Growth 

Leadership and culture were high on the agenda, with Maria Sansom from BT Group going into her personal journey through the ups and downs of an Agile project that went off-course, thanks to a lack of psychological safety. You can’t expect growth if people are too scared to take risks or speak up. Her honesty in sharing this experience was a reminder that creating a culture where failure is seen as a stepping stone, not a setback, is what really sets the stage for innovation. After all, if we can’t learn from our mistakes, what’s the point?  

Simplification is Key: The Future of Service Management 

James Dicker and Jamie Swales gave us a brilliant example of how simplifying service management can show real results. Embracing new tech doesn’t have to mean overcomplicating things because sometimes less really is more. After all, if it isn’t broken, don’t “fix” it by making it more complicated.  

Leadership and Resilience: Lessons Beyond IT 

To wrap things up, Scotty Mills gave us a real treat with his keynote on leadership, resilience, and teamwork – and let me tell you, it wasn’t just your average “motivational speaker” stuff. Drawing on his time in the Royal Marines, Scotty shared some brutally honest insights on how leadership means a lot more than just cracking the whip and ticking boxes. It's about developing the mental strength to face challenges, bounce back from setbacks and lead your team through thick and thin. After all, if the Royal Marines can do it, surely we can survive a few software updates, right? 

A massive thank you to itSMF UK and, of course, to all the fantastic speakers who generously shared their experiences and knowledge. I’m walking away from this event not just inspired, but itching to bring these nuggets of wisdom into my own work. Can’t wait for the next one!