How to transform your service management system in the complex world – November 25th at 18:00 CET

Although the events for 2025 are nearing the end, we close off this fabulous year with a final hight. We are pleased to announce Roman Zhuravlev, contributor in so many Service Management gems. Be it in writing, in podcasts, webinars, live events,


Roman is hard to miss. Some of you even met him at our Summerdrink 2025.
So on November 25 th at 18:00 CET, he will take the virtual stage. Digital doors open at 17:55. He will share his thoughts on the essence of this year’s event theme :
‘Complexity’!


How to transform your service management system in the complex world

Service management systems need to continually develop and adjust to evolving requirements and changing conditions. How do we ensure that our practices, skills, and tools meet today’s and tomorrow’s needs and requirements? How do we increase chances for success of our transformational effort, whether it is implementation of a new toolset, organizational changes, compliance to a new legislation, or adoption of AI?


In his presentation, Roman Zhuravlev, ITIL senior architect, will share the latest and the most effective recommendations for successful transformation of your service management system. Join this presentation to learn how common patterns and tools can be used to initiate, govern, and implement improvements to the way you manage digital products and services.
 


Roman Zhuravlev is a Senior Product Architect at PeopleCert.
Since 2016, Roman has been responsible for continual development of ITIL. Apart from ITIL, he has written, translated, and reviewed a number of ITSM books, articles, and courses.
Roman is ITIL 4 Master, ITIL v3 Expert and ITIL v2 Service Manager with 25 years of experience in IT product and service management.


https://www.linkedin.com/in/jourro/

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Masterclass: Humanising IT™, the experience led ITSM Framework – on 23/10 in Diegem

Oktober will be another experience to remember. We are pleased to organise a workshop on Humanising IT™. And to make it more exciting, no one other than the creator of the framework will facilitate this masterclass.


Get submerged in a new way of looking at Service Management on 23/10 in Diegem.
More organisational details will follow.


Masterclass: Humanising IT™, the experience led ITSM Framework


Experience has become the buzzword.
But today, expectations have changed. IT services aren’t just judged by uptime they’re judged by how they feel to the people using them.
In this must-join session for all IT professionals, Katrina Macdermid introduces a practical way forward.


You’ll discover how the Humanising IT™ Double Diamond Framework blends ITSM with human-centered design to help teams move beyond process compliance and start designing services that work — for users, staff, and vendors alike.
–  Diamond One helps us slow down to understand and define the right problem—using techniques like RIPP (Recognising the Initial Perceived Problem), stakeholder journeys, and empathy-based research.
–  Diamond Two is where we deliver solutions that respect both user needs and operational realities—framing, synthesising, and prioritising what matters most.


If you work in IT and care about outcomes, not just operations this session is for you.

Katrina Macdermid is the creator of Humanising IT™, co-founder of HIT Global,
and a contributing author to ITIL 4. A globally recognised voice in IT service design,
she helps organisations move beyond process and technology — to create services
that truly work for people. Katrina has trained thousands of IT professionals and is
now leading the charge in the redesign of ITSM.

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Service Integration and Management (SIAM) – 25/09/2025 @ 18:00 CET

REGISTER HERE

itSMF Belgium is pleased to announce Claire Agutter as our event speaker in September.
She is a driving force behind Service Integration and Management (SIAM). With her first
hand experience, she has a lot to share.

Session outline:

Is your organization confident that its IT strategy can support business
needs both now and in the future? Is your vendor landscape mapped, and do you have a
clear sourcing strategy? Are you struggling to improve your customer experience, and
seeing a rise in ‘shadow IT’ spend?
If the answer to any of these questions is yes, you need SIAM! Often viewed as just an
extension of traditional ITSM frameworks, SIAM has evolved and is now as important in the
boardroom as it is in our IT operations.


In this session, Claire Agutter will draw on her own experience and data from the Global
SIAM Survey as well as providing an early view of the some of the key topics in the 2025
SIAM Body of Knowledge refresh project. Her presentation will include:
– The history and origins of SIAM
– The evolution of SIAM
– Organizational drivers for SIAM and building a business case
– Where you can access SIAM knowledge and resources

About the speaker:

Claire Agutter is passionate about how technology can improve
business outcomes, efficiency and effectiveness. With over 20 years of experience as a
service management consultant, trainer, speaker, and author, she is the founder of Scopism,
specializing in publications, events, and consultancy for Service Integration and
Management (SIAM). Claire led the volunteer team that developed the SIAM Bodies of
Knowledge and established the thriving online SIAM community. Recognized as a thought
leader, she has been named one of Computer Weekly’s most influential women in UK tech
annually since 2018. In 2024, she was honored as an HDI Top 25 Thought Leader and
shortlisted for Computing’s Women in Tech Excellence Founder/Entrepreneur award.

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SITS Event – Utrecht on 16/9/2025

Service Management CONFERENCE 2025

It is with great please that itSMF Belgium can invite you to the first edition of the Service Desk & IT Support show ( short : SITS) conference outside UK. SITS is a reference in the service management world. And for the first time, they set up their stage in Utrecht.
With 21 presentations and the presence of all leading vendors and MSP providers, you can expect a day full of discoveries, brain teasing sessions and ample opportunity to connect.
The only thing you need to do? Fix the date of 16 September 2025 in your agenda and register. What’s more. This conference is completely FREE.
Check out the link for more information and claim your spot. Service Desk Show – 16 September 2025 – Utrecht
In the high value presentation line-up, our itSMF Belgium president Eddy Peters and principal consultant at Cegeka, will talk about “Time, your most precious resource” in his keynote presentation. Highly recommended.

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