KA2 Smarter Forum

Enterprise Service Management


We are hosting another in the series of our Smarter Forums, and our third virtual event. The session will be opened by Lewis MartinKA2 Head of Enterprise Service Management and we are delighted that Lucy Murray-BrownHead of Operational Service Management for Ministry of Defence will lead the open discussion.



Lucy will share with the Forum members the customer experience journey and the key learnings from the project to transition to a new service centre and deliver effective business change. She will give us unique insights into how she and the team stood up an internal SIAM capability to provide strategic, operational and tactical value to support the MoD’s ambitious transformation programme.

Where: Zoom

When: Thursday 25th February 2021:   15:30 – 17:00


   Welcome Introduction
15:35   Standing Up Internal SIAM Capability
                • Transitioning a New Service Centre
                • Delivering Effective Business Change
16:00  Open discussion
17:00  Close

Other: Strictly by invitation only.


About The KA2 Smarter Forums

The purpose of the forum is to provide a platform which enables a group of like-minded practitioners to openly share business related issues and explore new thinking in a non-sales ‘Chatham House rules environment. By leveraging our combined knowledge and hands-on experience, we can examine precisely what we need from Service Management and what can be done to drive value from this important business function. These highly collaborative get-togethers enable participants to produce practical answers to real-world user challenges. 

Focused and Relevant

With the last sessions focusing on several high priority topics, we intend to continue the conversations to expand out the wider Service Management themes. To extract maximum value from these sessions the number of attendees will be limited, and the published agenda will only contain a small number of topics. Previous attendees have demonstrated a keen willingness to contribute to the lively and open discussions. The Forum has already engendered some excellent business collaborations and knowledge sharing and we look forward to encouraging these positive attributes going forward. 

Please feel free to contact me directly if you have any questions or would like to propose specific agenda items for this or future events. Let’s tackle these important business issues together by driving outcome-based discussion activity. I am excited to hear from you. 


Lewis Martin, Head of Enterprise Service Management – KA2


The Smarter Forums are sponsored by KA2.