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itSMFnz Northern Branch Meeting

IT Service Management Forum New Zealand (itSMFnz)

Wednesday, 24 July 2019 from 4:00 pm to 6:00 pm (NZST)

itSMFnz Northern Branch Meeting

Ticket Information

Type End Quantity
RSVP 28/07/2019 Free  

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Event Details

SkyCity Entertainment Group | Building a World Class Service Experience

Over the past 24 months our Group ICT team has been laying the foundations to support the SkyCity Digital Transformation and the Group ICT Service Experience team has started from ground zero, kicking off with a complete reboot of ServiceNow. During this presentation we will share our journey to date, onboarding a brand new team, establishing core practices for the teams to adopt and embrace. With a substantial Project pipeline, increasing the maturity of our Change control practices along with our Incident and Problem Management was critical, especially with the constant challenge to balance operational support with delivering new capabilities into the organisation. Come along and listen to how we are gearing ourselves up to support major organisational growth with the new NZICC and Horizon Hotel, new Customer Experience and Loyalty initiatives, the expansion of our Adelaide Casino and much more.



Hannah YoungHannah Young | Group ICT Service Improvement Manager
Hannah joined SkyCity in early 2018 after leading the Service Management team at healthAlliance. In her current role she is responsible for driving the adoption of Problem, Knowledge and Continual Service Improvement across Group ICT. Hannah also has extensive experience in Change, Release Service Transition with roles in both NZ and the UK. She is an ITIL Expert, and has recently obtained her ITIL 4 certification.


Nicole LeonardNicole Leonard | Group ICT Service Experience Manager
Nicole joined SkyCity in late 2017 with a wealth of Service Delivery and Service Management experience. She currently leads the Service Experience team, responsible for the core Service Management functions, Service Desk and Field Services. Nicole’s key focus is delivering exceptional customer experiences, through leveraging technology and enabling our support teams. During her career she has been an active member of itSMFnz and enjoys knowledge sharing across this community.



4.00pm: Registration
4.15pm: Presentation
5.00pm: Networking
6.00pm: Conclusion of the event

This event is kindly supported by The University of Auckland.

Have questions about itSMFnz Northern Branch Meeting? Contact IT Service Management Forum New Zealand (itSMFnz)

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When & Where

Connect | Digital Services, Level 8
The Unviersity of Auckland
58 Symonds Street
Auckland City
New Zealand

Wednesday, 24 July 2019 from 4:00 pm to 6:00 pm (NZST)

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IT Service Management Forum New Zealand (itSMFnz)

itSMF is the only internationally recognised and independent organisation dedicated to IT Service Management. It is a not-for-profit organisation, wholly owned and principally operated on a volunteer basis by its members, many of whom see this service as ‘giving back’ to the industry. Members are also exposed to opportunities that may not be available to them in their regular workplaces – such as chairing meetings, leading working groups, writing or reviewing white papers and/or presenting at seminars. In short, you can be as involved as you choose to be.

A major contributor to industry ‘best practice’ and Standards worldwide, itSMF works in partnership with a wide range of governmental and standards bodies around the world. It focuses on providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

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