SDITS Preview 2010 by Rebecca Webb

27 - 28 APRIL 2010

PREVIEW 2010 THE UK’S LEADING IT SERVICE MANAGEMENT & SUPPORT EVENT

EARLS COURT, LONDON

SHOW HIGHLIGHTS

n Exhibition – Over 250 products and services from the most innovative and trusted suppliers. n Indispensable seminars – Expert-led practical sessions and case studies in three dedicated theatres. n Breakfast Briefings – Essential research, industry comment and audience debate. n Keynote Theatre – Discuss how to work smarter, not harder and explore the dynamics of Problem Management. n Workshops & Panel Discussions – Participate and interact in must-attend sessions. n Simulation Zone – Experience the urgency, pace, and impact of IT decisions without the real-life stress! n Hot Topic Roundtables – A great opportunity to discuss a host of service desk related matters with your contemporaries. n Show Bar – Network with industry colleagues or just take a break from the exhibition to reflect. n SDI Zone – Meet some of ITSM’s leading independent specialists to discuss people issues and your own management strategies. n White Paper – ‘Mind the Gap’ researches the gap between IT services and what the business really needs. ALSO INSIDE

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Service-now.com Winter release... 3 New Hornbill & SDI white paper.... 3 LogMeIn unattended access.......... 4 Get fizzy with EMC......................... 4 Assyst with cost-cutting................. 5 License management..................... 5 On the move with Cherwell............ 6 Mobile again with Apple’s iPad...... 7 Manage people, leverage value......7 Infosecurity Europe.........................7 Double dose from IBM................... 8 Full content programme................. 9

www.servicedeskshow.com

Harness the power of 21st century ITSM IT service management has not only survived the recession, it has become an essential weapon to ensure that businesses prosper during the ongoing tough market conditions writes James West, Editor of Servicedesk360.com. A report by industry analyst IDC says that despite almost universal IT spending cuts, worldwide sales of change and configuration management grew by three per cent in 2009. With over $4 billion spent on change controls last year, IDC predicts the upward trend to accelerate, with growth of 5.6 per cent expected in 2010. Even bigger growth is expected for problem management software, which includes the service desk, with IDC stating that spending will swell by 5.9 per cent this year. Service management is prospering because it promises to solve problems shared by every business, regardless of their size or type – how to control and reduce costs while getting more from their spend. Organisations are no longer comfortable allocating budgets with little proof of value and IT managers have no choice but to get to grips with all aspects of their operations, and it is this learning continued on page 3

The show that ticks all the boxes At a time when interest in IT excellence and its value to the business is accelerating, thousands of visitors are expected to pour into Earls Court on 27-28 April as the focal point of the service management calendar, the Service Desk & IT Support Show, gets underway. The extensive exhibition and programme offered at the event share the same goal – how to deliver efficient, cost-effective service while embracing the explosion of interest in emerging technologies. Key issues around controlling costs, managing staff, and improving service and user confidence will also be explored in detail. Once the preserve of the service management specialist, the process-led ethos of the industry is attracting greater interest as businesses expand their IT usage. Reflecting the cross-over into the wider business world, the Service Desk and IT Support Show is co-located with Infosecurity, billed as Europe’s largest event dedicated to IT security. The educational programme

promises to be the best yet, with over 100 sessions presented by blue chip companies including Intel, Comet and Danone, and featuring keynote presentations from Stephen Mann of Ovum and Ken Goff of SDI. As well as the popular breakfast briefings, new for 2010 is the Simulation Zone that guides participants through real-life scenarios to teach the principles of ITIL and service management. Alongside, the Service Desk Institute is hosting The SDI Zone, where you can meet some of ITSM’s leading independent specialists to discuss your people issues and your own management strategies. Meanwhile, Hot Topic Roundtables will dissect issues such as implementing a service catalogue and motivating staff through difficult times. See inside for the full programme of events. There really is so much happening to inform, inspire and put into practice at this year’s event. Make sure you put the dates in your diary and register to visit at www.servicedeskshow.com.

Cherwell. The service desk solution that covers all your ‘vITIL’ areas

I should visit Cherwell at the Service Desk & IT Support Show, stand 910, Earls Court 27-28 April

The complete IT Service Management solution Cherwell is the ITIL solution that covers every angle – more powerful, more customisable, more scalable and more cost effective than other systems. Fast and easy to deploy, simple to manage, offering ITIL best practice ‘out-of-the-box’. Available as a traditional ‘On Premise’ installation or via a fully hosted SaaS solution, the choice is yours and with our unique CBAT technology, Cherwell delivers a truly powerful, scalable solution without ever stripping your budget.

Don’t leave yourself exposed, contact us today on 01793 680280 or visit www.cherwellsoftware.com

Innovative Technology Built on Yesterday’s Values

INDUSTRY NEWS Diary at a Glance Service Desk & IT Support Show 2010, Brompton Hall, Earls Court 1, London SW5 9TA Tuesday 27 & Wednesday 28 April 09.30 – 17.00 Entry is FREE – register today at www.servicedeskshow.com

Breakfast Briefings Daily, 08.30 – 09.45

Keynotes, Workshops & Panel Discussions Daily at 10.45, 12.15 and 14.15, plus Tuesday at 15.45

Seminars Daily from 10.15

Hot Topic Roundtables Daily from 10.30

Full details of programmes are on pages 9, 10 and 11. continued from page 1 process that will help justify the projects and services which are of most use to the business. All signs are that the complexity of IT will continue to expand, meaning the need for effective controls will only grow. Consider arguably the three biggest IT growth areas: cloud computing, server virtualisation and mobile working. All strategies potentially offer savings and increased business agility, yet from a management point of view, create myriad issues, stretching the boundaries of the enterprise further than ever. Mobile working is one such area – IDC says that by 2013, over 50 per cent of European workers will be classed as mobile. The volume of devices involved, major concerns around security and how to maintain consistent data are just some of the problems that IT managers will face, and effective service management is the only logical way to keep on top of the changes sweeping through IT. The tricky part is making sense of an IT service management world that is marked by fragmented information, strong opinions and cliquey language. The Service Desk & IT Support Show is the best starting point, giving visitors the fastest route to the service suppliers and thought leaders that shape the industry, setting them on a path to utilise the great power that service management holds. Event organised by: VCM Events Tel: 01273 836 800 Web: www.vcm.co.uk Event preview designed and produced on behalf of VCM by Publishing Events Ltd, Tel: 020 7841 5960 www.publishingevents.com

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‘Modern software’ release promises zero downtime Simplicity, rapid implementations and automated upgrades. New functionality three times a year, low subscription fees and complete flexibility through customisation. Proven scalability for the largest enterprises, intuitive usability and dramatically reduced TCO. All these describe modern software, says Service-now.com. The company unveils the latest in modern ITSM software as a service with its Winter 2010 release. In one year, it automatically upgraded more than 5000 customer instances. Upgrades were completed in less than 15 minutes resulting in zero downtime, all customisations were preserved and customers received lots of new functionality. Included as a part of the Service-now.com subscription, customers receive: more embedded ITIL best practices; graphical workflow; change management risk calculator and impact assessment; mobile interface; Google-like global search; project portfolio

management; Amazon.com-like service request; discovery and application dependency mapping; CIO dashboards modelled after My Yahoo; KCS knowledge management; and workflow-based service level management. What’s the catch? Visit Service-now.com on Stand 420 at the Service Desk & IT Support Show to find out more, and to learn how to modernise your service management strategy.

IncidentMonitor in the pink The Service Desk & IT Support Show is once again the platform for the launch of the latest exciting release of IncidentMonitor, the successful service desk application from Monitor 24-7 Inc. This unique release contains all 10 ITIL v3 processes for which IncidentMonitor has just attained the PinkVERIFY certificate. The new release claims tight but flexible integration between the various processes from incident, to problem, to change, to release; with a direct integration to asset management. Additionally, the tightly security

controlled service catalogue and advanced service portfolio feature gives a direct insight into the services an organisation presents to its community. The event management application in IncidentMonitor offers a unique insight into the event alerting tools an organisation uses within its environment, where the knowledge management application gives full control over the lifecycle of knowledge articles. Visit Stand 804 for more information on Monitor’s new releases.

The ultimate support solution A new exhibitor for 2010, Ultima Business Solutions is an IT solution provider offering a range of managed support services, both on customer site and off site. Its purpose-built 24/7 Technical Support Centre is ISO 27001 certified. Ultima is able to offer truly pro-active remote support services utilising enterprise class monitoring tools from NetIQ. At this year’s Service Desk &

IT Support Show, Ultima will be offering 20 per cent off all hosted virtual server offerings for all orders placed within four weeks of the show; as well as a vulnerability scan of up to two external IP addresses and a free professional Service Delivery Assessment of your onsite service desk (terms and conditions apply). To find out more about Ultima’s solutions, visit Stand 530.

Mind the gap! A new white paper, sponsored by Hornbill Systems and SDI, researches the gap between IT services and what the business really needs. Is there adequate and meaningful discourse between the parties? Do Service Desks understand the strategic objectives of the business? Do organisations call on the Service Desk when planning for the future? Or does every party simply work in its own little world, expecting others to know what they want? With growing emphasis on aligning IT services with the business, this paper aims to benchmark the gap in IT service provision and offer a basis for practical solutions. The results will be discussed and debated at Tuesday’s Breakfast Briefing – so register to join in (www.servicedeskshow.com/ briefings) and be the first to hear the results of this essential research and discover the seven-step plan to bridge the gap between business and IT. Collect a free copy Your complimentary copy of ‘Mind the Gap’ will be available from Hornbill Systems on Stand 300 and from SDI in The SDI Zone at the show.

Sponsors and partners:

Co-located with:

INDUSTRY NEWS

‘Revolutionary’ solution fizzes with possibilities Designed to simplify and automate your service delivery function in dynamic physical and virtual environments, VMware will be showcasing Service Manager Version 9 at this year’s show. This is one of several EMC IT management products acquired by VMware as of the 1st April 2010. VMware plans to further optimise the acquired products for dynamic, VMware vSphere-based cloud infrastructure, to deliver unparalleled visibility, control and simplicity of

LogMeIn comes to the rescue The new features of LogMeIn’s awardwinning on-demand remote support solution, LogMeIn Rescue will be on show on Stand 920 at the Service Desk & IT Support Show. New features include Unattended Access, where technicians can access remote computers even if a user isn’t physically there to accept support, giving both the technician and the end user more flexibility. Plus, iPhone Email Configuration allows technicians to remotely configure the email settings for an iPhone quickly and easily.

enterprise IT management. Learn how predictive problem resolution, real-time collaborative knowledge management, next generation asset management, intelligent workflows and seamless integration capabilities combine to transform service delivery for the virtual age. Visit Stand 730 for an on-stand demonstration of this revolutionary solution and receive a complimentary glass of bubbly from the VMware Show Bar to help celebrate.

Win an iPad – Show Prize sponsored by Register to visit this year’s Service Desk & IT Support Show and you could win a fabulous NEW iPad. All you have to do is go to the Kaseya stand (430) where you can enter the draw. There are two iPads to be won each day.

ISEB credits career building ISEB – part of BCS, The Chartered Institute of IT – has listened to the views of ITSM industry experts and key stakeholders and has a vision for the future of ITIL. The current scheme appears to focus upon credits and getting to Expert level. Instead, ISEB wants to ensure that the scheme takes into account careers. It is more important for employers that people learn the skills to do their job. The new ISEB specialist

certificates aim to help individuals prove and demonstrate this. As part of its vision it aims to: recognise individual job and career requirements; make the ITIL journey simpler; provide recognition for people at all levels; be relevant in the work place for IT professionals; have job roles reflected in the current scheme; and use SFIAplus as a base for its proposal. Visit BCS on Stand 526 at the Service Desk & IT Support Show.

Sun rises on Sostenuto’s user-friendly solution Sunrise Software is setting the bar high this year with three major new launches surrounding its award-winning browser based service management software, Sostenuto.

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Firstly, the unveiling of Sostenuto 3.5 places an emphasis on user-friendly landing pages to provide a holistic view of different ITIL modules. Secondly, its latest ITIL v3 configuration firmly places

IT in a business context. And, last but not least, Sunrise is offering an exciting new customer portal that truly belongs in the age of Web 2.0 applications. Sunrise Sostenuto has been widely acclaimed in the press and by those organisations that have adopted it, whether as an internal service desk solution (including the RFU, Müller, Tamworth Borough Council, Greenwich University and Arts Council England) or for its high performance within external facing service centre operations. Don’t miss the buzz on the Sunrise stand (200), just inside the show entrance.

Get in the zone SDI Zone Returning after its popularity last year, SDI’s independent ITSM specialists will be on-hand for informal chats. Whether you need to improve communication, motivate your team or discuss management strategy, you’ll find the answers you need. The Zone can be found at the front of the show – be sure to pop in for a coffee! Simulation Zone A new feature for 2010, The Simulation Zone allows you to get hands-on in a series of simulations that translate the urgency, fast pace and impact of IT decisions, without the stress! With companies including G2G3, Infravision and Numara already featured you’ll be able to lift-off to the moon, manage a check-in glitch at a busy airport and save the day in a public health scare. see page 11

Plum choice Intel Remote PC Assist Technology (Intel RPAT) is now on offer from Bomgar (Stand 336) as part of its remote support solution for leading service providers and enterprises worldwide. Intel RPAT is available on the Intel vPro technology platform, which is built into many new business PCs. By combining RPAT with Bomgar’s remote support software, IT organisations can provide deeper levels of assistance to both end users and troubled systems. Online technical support service leader, PlumChoice, has been using Bomgar’s platform to securely connect to multiple computers and devices for on-demand, remote desktop troubleshooting since 2008. The Bomgar/Intel RPAT integration allows PlumChoice to improve support productivity, using Bomgar’s call escalation features to flag more severe technical issues that require assistance below the operating system level. “Intel Remote PC Assist Technology expands the scope of support service providers can deliver to their customers on a remote basis,” said Mike Reed, general manager for Intel RPAT. “Bomgar’s unified remote support solution enables service providers, like PlumChoice, to improve and enhance the productivity of their support teams to help deliver high-value remote services to their clients and address even the most challenging problems.” www.servicedeskshow.com

INDUSTRY NEWS

NetSupport extends coverage to Mac and Linux NetSupport will be unveiling the latest version of its award-winning remote PC support and desktop management solution, NetSupport Manager, at this year’s Service Desk & IT Support Show. NetSupport Manager offers comprehensive multi-platform support for Windows, Linux, Mac, Solaris, CE, Pocket PC and Windows Mobile systems, providing complete compatibility to match today’s business environment. New version 11 extends its capabilities in this area with the ability to control machines

from a Mac or Linux system. Also being showcased on the stand is NetSupport Notify – a specially developed solution allowing instant and reliable delivery of notifications and alerts across a LAN or WAN to Windows, Mac and Linux desktops. Plus NetSupport DNA, a market-leading IT asset management suite that facilitates central management of enterprise PCs in a secure, co-ordinated and efficient manner. To see a live demonstration please visit us on Stand 824.

Research results Seven daily on-stand seminars, hosted by LANDesk at the show, will cover a range of industry key topics such as process automation, software asset management and integration. Also on offer is its joint research, conducted with SDI, on service desk trends and priorities for 2010. The survey was conducted among more than 4000 IT professionals between September and November 2009. Visit Stand 500 for more details, and to demo LANDesk’s recently launched Service Desk 7.3 software.

Axios’ streamlined fulfilment solution assysts with cost-cutting End-to-end lifecycle management of services is offered with the assyst Service Catalogue, recently launched by Axios – a leading provider of ITSM solutions. It is directly linked to the assyst CMDB and ITSM suite, providing clear relationships between the CMDB and business services. In addition, it can cut costs to the business through standardisation of services, streamlining of fulfilment processes and reduction of risk through governance and controls.

A key differentiator is the assyst Service Designer – a powerful and intuitive design tool that quickly models services and offerings in line with industry best practices. As it is linked directly to the CMDB, a graphical representation through the Impact Explorer shows relationships between services and the underlying infrastructure, offering a fully integrated CMDB and Service Catalogue. Visit Stand 630 at the show for further details and to see Axios’ products in action.

Free seminars Enforce licences and avoid fines

Reduce waste

With so much content for 2010, another room has had to be added to hold it all! n Theatre 1, ITIL & Business Process Management, covers everything you need to build and develop your service desk – from implementing ITIL in an SME to maximising ROI on automation. n Theatre 2, Technology and People, will look at – amongst other things – getting buy-in from the board, and new ways at recruiting, managing and empowering staff. n Theatre 3, The Solutions Theatre, offers our exhibitors the chance to give you the inside-track on their latest products and services – everything from SaaS to practical problem solving! WIth three seminar rooms, there is something for every visitor in this unmissable free programme. see pages 9-10

In April 2010, House on the Hill is releasing SupportDesk Forms allowing input templates for any area of the business. With SupportDesk Forms it is easy to configure several forms for different business areas to create new and specific requests each tailored for different business requirements. The form can contain different fields, input validation and Q&A scripts as well as varying workflow and look and feel. It all runs on the same underlying database enabling the creation of a multi-functional service management environment supporting and integrating with many areas of the business. Forms can be embedded into sharepoint or other network areas enabling quick and easy submission of data, cutting down paper waste dramatically. Find out more about how House on the Hill can help your business on Stand 316 at this year’s show.

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With increasing pressure on revenue streams, many software vendors are putting the spotlight on software compliance. This affects most users, with an estimated 75 per cent of organisations believed to be non-compliant. Do you run the risk of being under licensed and facing fines? Are you over licensed and accepting that you are paying more than you should but avoiding penalties? Achieving an effective

licensing position is difficult. but RMS is able to assist. Whether to complement an existing service management solution or as an extension to the RMS Configuration Management System, RMS Software Licence Management allows you to capture and enforce licence agreements along with the necessary processes. It can also be used in conjunction with RMS Ultra. Want to learn more? Please visit Stands 540 & 840 at the show.

NetHelpDesk gets in on the ACT! Integration with Sage, ACT! and Quickbooks is now offered with NetHelpDesk, one of the UK’s leading ITIL-based support tools. Designed for IT companies and support departments, it also includes an overview dashboard, a custom request designer tool, drag

and drop processing of requests, canned responses and new hotkeys to allow for faster request processing. For more information on NetHelpDesk’s products, visit Stand 810 at the Service Desk & IT Support Show.

INDUSTRY NEWS

Smart solution slashes costs

Enterprise-ing access solution Logfalcon is pleased to announce the launch of the Logfalcon Enterprise Agent solution at this year’s Service Desk & IT Support Show. Enterprise Agent provides high-speed log file access over wide area networks. It complements the existing suite of Logfalcon software, enabling rapid fault resolution and analysis of dispersed application log files. The ubiquity of high-speed networks in corporations enables support staff using Logfalcon to view, search and analyse disparate application log files straight over the network, leveraging Logfalcon’s

New faces at this year’s show! The Service Desk & IT Support Show is delighted to welcome 17 new exhibitors to the show floor: n Biomni n Cherwell Software n ctalk n Goldserv n KACE n Licence Dashboard n Logfalcon n Practice-IT n Quint Wellington Redwood n SC Ltd n Service-Now n Specops Software n Sysop n Teamstudio n The Grey Matters n U & D Square n Ultima Business Solutions We’re also delighted to welcome back: n Axios n Netviewer 6 6

patent pending seeking and caching technology. Meanwhile, continuing globalising and offshoring of support functions increases the need to support application servers from overseas locations. Logfalcon’s Enterprise Agent solution enables corporations to deploy agents physically near application servers, dramatically increasing access performance from overseas. This lightweight solution offers significant cost and functionality benefits over monolithic indexing-server log management systems. Visit Stand 634 for a full demonstration.

In this age of technology and highly developed processes, it is all too easy to forget that Service Level Agreements (SLAs) are agreed by people – mutually consenting to an arrangement that benefits all. In the context of IT service management this is absolutely crucial. Smart-SLA is a true expert system, claims Sysop. It has in-built knowledge of the ITIL SLA framework and learns about an organisation’s services, OLAs and underpinning contracts. It then builds up a powerful knowledge base to generate SLAs, and maintains them in the light of continually changing circumstances. Users will be better placed to

understand the effect of a change to an SLA, whether due to a change in OLAs, a supplier’s support contract or internal infrastructure change. Better decisions can be made about service provision, ensuring that business needs are met at optimal cost. The intelligence built into Smart-SLA slashes overheads and eradicates the need to plan text and document layouts, leaving time to develop truly meaningful relationships with users, customers and suppliers. Find out more about Smart-SLA and other offerings from Sysop on Stand 624 at the Service Desk & IT Support Show.

Management access on the move Cherwell Software has announced the release of version 3.4 of its groundbreaking Cherwell service management solution. This latest release increases to 12 the number of ITIL v3 PinkVERIFY management processes delivered out-of-the-box, including Service Catalog and CMDB visualisation. Also released is a mobile client for the iPhone and iPod Touch, giving users powerful management access whilst on the move. Cherwell truly delivers enterprise service desk capability at a mid-market price. Designed to provide ITIL v3 best practice

out-of-the-box, its products are quick to install and 100 per cent customisable. Its unique CBAT platform empowers customers to easily customise and develop business processes and develop additional integrated applications, without the need for specialist development resources. Developed in .NET and leveraging Web 2.0 technology, the Cherwell solution is available via the traditional perpetual licence model or delivered as a fully hosted SaaS subscription offering. Visit Stand 910 to enter an event draw to win a free iPod Touch.

9 out of 10 customers pick SaaS

ITSM Marval

The Service Desk & IT Support Show is a great place to catch up with the movers and shakers in the world of cloud computing and software as a service (SaaS). Award-winning pioneers in this field, Vivantio, will be offering a free white paper on SaaS, providing insight into why 90 per cent of its customers now choose a SaaS subscription instead of on site. The paper provides some of the latest independent research on

A pre-release version of MSM v12, the ground-breaking new IT service management software product from Marval, will be on display at this year’s Service Desk & IT Support Show. “Sceptics of web-based software can rest assured that MSM v12 will out-perform any other 100 per cent web-based ITSM software solution on the market today”, claims Marval. New, innovative programming approaches have enabled Marval to develop an intelligent solution that is super-fast, and has the flexibility to handle complex processes and high volumes, combined with advanced functionality and ease of use. In addition, there are no ActiveX controls within a browser window and no waiting around for pages to load. MSM v12 will continue to support ITIL v3 and ISO/IEC 20000 requirements. For a full demonstration, and to find out more, visit Stand 410.

how to evaluate SaaS offerings, alongside explanations of the different variations of SaaS, and return on investment calculations for SaaS and on-site models. Authored by recognised industry experts and drawing on research from analysts across the industry, the paper reveals real examples of where SaaS works and where it doesn’t. Pick up your free copy from Vivantio on Stand 710.

Specops rediscovers the UK Specops Software Ltd is the new UK subsidiary of Specops, yet its products, such as Gpupdate, have long been widely used here. Specops provides password management solutions claiming the fastest return on investment within the industry. Specops Password Reset allows end users to reset and/or unlock their

own Active Directory accounts securely. It greatly reduces the number of calls and emails into your help desk, with average RoI of one to two months. It won Best of TechEd 2009 in the Security category. Specops rediscovers the UK – now you can discover them, by visiting Stand 734 at the show.

www.servicedeskshow.com

INDUSTRY NEWS

Conventional computers take a back seat For years, web-based helpdesk software has allowed technicians to work on their tickets from any location, in or out of the office, needing only a simple web browser and internet connection. Now, with the advancement of mobile technologies and 3G communications, technicians no longer require a conventional computer either. Email support is now available on a plethora of mobile devices. Therefore Web Help Desk, from UniPress, has advanced two-way

email functionality that enables technicians to update their tickets by simply replying to an email.

In addition, updates such as adding notes, changing status, reassignment and adding time, are all possible via email. The development of Apple’s iPhone and iPad allows Web Help Desk to go one step further. Its iPhone interface allows technicians to work much more freely using the completely tailored touch-screen interface. Viewing and updating tickets whilst on the move has never seemed so effortless. Come and see Web Help Desk ‘on the move’ on Stand 700.

FrontRange’s new SaaS solution turns up the heat 2010 is a very exciting year for ITSM at FrontRange, with the launch of a new and improved Version 7.0. In addition, its brand new software as a service brings users all the features and benefits of ITSM without the infrastructure requirements.

Secondly, to demonstrate that it has taken on board customer feedback, and to show its commitment to continued enhancements, HEAT 9.5 Service & Support and HEAT 9.5 Self Service 9.5 will launch in Spring 2010.

Finally, Version 9 of FrontRange Discovery has been developed to ensure that organisations reap the full benefits promised by thin client and virtualisation technologies. Visit Stand 514 at the show to see the products in action.

Manage people, leverage value Effectively managing people is the key to leveraging value from IT, claims Dennis Adams Associates. The recent downturn has brought into sharp focus the need to manage IT costs whilst continuously improving the quality of service and customer experience. As a management consultancy, the best way to manage IT production is through better metrics; the right operational tools; effective processes and applying appropriate standards. To achieve this, you need motivated individuals functioning as a powerful team. Dennis Adams has therefore added consultancy expertise in the Birkman Method and executive coaching to its range of skills, to help both individuals and teams. At this year’s show, Dennis Adams is presenting the seminar Managing the Key IT Production Resource – People; bringing insight into motivating the individual and the team, and demonstrating that ‘the effectiveness of IT is not in technology alone, but technology applied effectively by people’. Find out more on Stand 314 at the show.

Another great reason to visit the Service Desk & IT Support Show When you register to attend the Service Desk & IT Support Show, your registration will also give you free access to Infosecurity Europe, taking place right next door in EC1, Earls Court. Infosecurity Europe is the number one event dedicated to information security. Visitors can enjoy the vibrant atmosphere where over 300 international solution providers showcase current and emerging technologies and deliver practical, professional and technical expertise enabling them to solve your information security business challenges. Over 12,000 visitors are expected to attend this year’s event with many travelling from overseas to engage and participate in the free education programme where influential global experts stimulate debate, and industry practitioners share case study experiences in the Keynote, Business Strategy and Technical Seminar theatres. NEW FOR 2010 New for Infosecurity Europe 2010, the Discussion Den will be highly topical, with a strong focus on high-level business challenges and issues end users are facing. This is a unique opportunity to hear about vendor developments, leading industry-expert analysis, and from end users directly – all in one interactive panel debate and Q&A session. The Security Workshops are an educational forum for discussion with peers and individual learning catalysed by a facilitator with an emphasis on education and learning and offering attendees key takeaways from each and every session that they attend. Workshop themes include DLP and Data Integrity; Security Challenges for Business; Online Security; and Threats and Mitigation. Working smarter has never been so important and security so crucial when it comes to safeguarding and growing your business: smart spending to justify and get value from budgets; smart optimisation of your technology, processes and resources; and smart people – education, training and awareness. www.servicedeskshow.com

A visit to Infosecurity Europe on 27–29 April will enable you to make smart choices in selecting the most appropriate technologies and services available to protect your business from security threats. HOW TO GET THERE Infosecurity Europe takes place at EC1, Earls Court, London, UK from 27–29 April 2010 and is a must-attend event for all professionals involved in information security. Registering in advance for the Service Desk & IT Support Show offers you FREE access to this event; no need to re-register. For further information visit the website at www.infosec.co.uk. 7

INDUSTRY NEWS

Troubleshooting tools save time

Double dose from IBM with Quadratek

ChangeGear Express represents the entry level solution into a fully integrated ITSM suite ChangeGear Enterprise. Along with change management, this suite also includes incident, problem, release and CMDB functionality, as well as built-in easily customisable workflows and a notification rules engine. To find out how Vitility can simplify the ITIL framework for your organisation, visit Stand 728. Plus, be in with a chance to win a video camcorder.

Two recently-launched IBM products are being demonstrated by Quadratek at this year’s Service Desk & IT Support Show. IBM’s Tivoli Foundations Service Manager Appliance is an ITIL compliant, rapidly deployed service desk solution, designed and priced specifically for organisations with up to 20 helpdesk agents. Rapid deployment means quicker time-to-value and lower cost of implementation. With a broad range of features, it allows a single point of contact for automating service requests, and incident and problem management. IBM’s Tivoli Foundations Application Manager Appliance claims comprehensive monitoring, alerting and reporting on the performance and availability of server operating systems, databases, and email applications. Manageability of resources and automation are ensured, relieving the burden of manually monitoring the IT environment. Both appliances were launched in October 2009, and have been designed for high availability and low maintenance. Quadratek can remove all administration overheads by offering the appliances as a managed service, freeing up technical resource to support end users or customers. Visit Stands 828 & 842 to learn more about both solutions.

Quick pass to a free lunch

30 day free trial

Johnny Ball reveals all

From a pass guarantee scheme and skills protection promise, to post course support and a free lunch, Purple Griffon’s ITIL training scheme offers many benefits, at venues across the UK. Visit Stand 424 at the show to learn more, and to be in with a chance to win a place on a three-day ITIL training course.

A free 30 day trial of GoToAssist Corporate is on offer to all visitors to Citrix’s stand (640). The comprehensive and secure remote-support solution helps businesses to increase revenue and reduce costs, while improving customer satisfaction and problem resolution times.

When you think of Johnny Ball, think Numara Software! Following the success of the Numara Software Think! Podcasts, in which Johnny explores service management in a light and entertaining way, the popular British TV personality will be on Numara Software’s stand, 520, signing autographs.

The new suite of next generation IT systems management products from Kaseya is designed to meet the requirements of virtually anyone who needs to manage IT systems, from individuals to large corporations and IT service providers. With software as a service (SaaS) and on-premise options, Kaseya 2 offers the following benefits: IT Toolkit – an easy to use set of tools for instant remote access and troubleshooting; IT Workbench – for fast and efficient remote access, support and remediation; Master IT Service Edition – robust framework for

delivering fully managed services; and Enterprise Edition – corporate IT systems management through integrated automation. Kaseya 2 also marks the debut of a new, configurable, policydriven service desk, allowing ITILbased implementations, flow of incidents, problems and changes, to help facilitate true automation within the integrated platform. Across the two days of this year’s Service Desk & IT Support Show, Kaseya will be running product demonstrations and presentations at its on-stand theatre and offering all visitors to Stand 430 the chance to win an iPad.

Express route to cutting expense Since its launch in the UK two years ago, ChangeGear has been adopted by many organisations. Its rapid implementation and simplified customisation avoid the need for expensive consultancy every time a change or modification is required. With the exclusive launch of ChangeGear Express, Vitility can now offer an out-of-the-box change management solution. This enables organisations to fully automate the IT change process in less than three days and for under £5000.

NEWS IN BRIEF

Autotask’s bold promise All-in-one web-based software from Autotask offers an improved solution for selling, implementing, servicing and billing outsource IT services. From just £25 per month, the software aims to help VARs, MSPs and IT service providers of all sizes to run their businesses better, promising greater efficiency and more profit. See Stand 428. 8 8

Practice makes perfect Want to win some training? Not in the classroom but on the track! Visit Practice-IT on Stand 930 for your chance to win the ultimate driving experience around a race track. The lucky winner will get to drive a high performance car around a track with the expert guidance of an instructor. Just like our learning solutions you will learn by doing.

Viva Las Vegas Win an all-inclusive trip to the Pink Elephant Annual International ITSM Conference 2011 in Las Vegas, including Virgin Atlantic flights direct to Las Vegas, a four night stay in the world-class Bellagio hotel and a delegate pass to the event. Visit Pink Elephant on Stand 600 for more details.

Topical talks The Hot Topic Roundtable Zone is your chance to get inspiration on a host of key issues. With expert facilitators, subjects include implementing the service catalogue, making self-service work, customer satisfaction metrics and benchmarking, motivating staff in troubled times, and how to promote the service desk. see page 11 Sponsored by

Free user licence A free two-user licence is on offer from TechExcel for its award-winning suite of ITSM and CRM tools – ServiceWise and CustomerWise – to small helpdesks and service desks. The new program offers support teams an excellent, no risk opportunity to experience how the company’s fully-integrated set of enterprise-class tools can help them more effectively manage all phases of their support operation. “Meeting the demand for excellent customer service has never been more challenging. We are now enabling small teams to use enterprise tools to help organisations improve their customers’ experience” said Tieren Zhou, PhD, CEO and Chief Software Architect at TechExcel. He continued, “This new program allows organisations with teams of up to two users to see the benefits of using enterprise systems and experience the benefits first hand, and it eliminates the cost aspect which is often the biggest hurdle for small teams using enterprise systems.” Managers interested in the program should visit Stand 324.

Desktop pop-up This years’ show sees the launch of Sitehelpdesk.com’s new feature on Stand 542. CTImonitor provides a desktop pop up of incoming callers via lookups and direct links to the sitewebdesk service desk. This speeds up the process of identifying your customer contacts for either logging new calls or responding to existing requests. CTImonitor is flexible, connects to your PBX system or other TAPI enabled telephone and runs from your desktop with live links to the web-based service desk. It provides connectivity and enhanced telephone support even from remote workers over the internet. www.servicedeskshow.com

SEMINARS

Tuesday 27 April

Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis

ITIL and Business Process Management 10.30 – 11.10

ITIL: State of the Nation – The Reality of ITIL Adoption

SEMINAR THEATRE 1 13.30 – 14.10

Sin – The Route to Success

Patrick Bolger, CMO, Hornbill Systems

Barry Corless, Director, Akamas Consulting / Chairman itSMF UK

ITIL v3 has been with us for almost two years, yet there is very little information available about its uptake. Using research from over 500 organisations, this session looks at why many IT organisations adopt only a few ITIL processes.

People are the key to success in every service improvement initiative bar none. And understanding what drives these people is a key skill for every would-be service manager, but ITIL tells us little or nothing about this. This presentation will challenge you to think differently about the way you engage your people in change programs.

11.30 – 12.10

Successful Service, Asset and Configuration Management

John Maclean, Global Product Manager, VMware Using ITIL asset management best practice, John Maclean of VMware will demonstrate how organisations can optimise IT expenditure, avoiding both over-utilisation and under-utilisation, and automate procurement, allocation and retirement requests of hardware and software assets.

12.30 – 13.10

The Essential Steps for Setting up a New Service Centre

Owen Powell, IT Director, Arts Council For many organisations, both in the private and public sectors, bringing disparate service desks under the umbrella of a single shared service is now on the agenda. Focusing on the six essential steps of planning, recruitment, knowledge, processes, software and communication, hear how the overall outcome of a successful centralisation can ultimately boost the profile of IT within your organisation.

14.30 – 15.10

Fighting IT Complexity and Sharing Understanding with Visualisation and Infographics

Henry Strouts, Business Development Manager, G2G3 Fascinating insights and real-life examples into the growing role of visualisation and infographics in IT and service management. Special attention will be given to the importance of visual language, the communicative benefits of infographics, and how holistic understanding draws people into the drama of their business.

15.30 – 16.10

Unauthorised Change – Process Automation on the Route to Change Discovery

David Crane, Head of New Business Support, ICCM Many organisations face the challenge of unauthorised change across their architecture. Learn how to introduce change discovery across your architecture and how to leverage this to alert the IT organisation to these changes and take appropriate or corrective action.

Technology and People 10.15 – 10.55

SEMINAR THEATRE 2

Implementing Best Practice whilst Improving Team Morale

13.15 – 13.55

Your Macs Deserve Quality Support too!

Karen Tay, Service Desk Manager, Big Lottery Fund

Manuel Miseré, Managing Director, Mediasyst – A division of the SERVICEPLAN Group

Having inherited a legacy solution, Karen felt it was a matter of urgency to implement best practice process changes across the business to increase productivity and team morale. But where should she start? How should she plan the implementation while continuing to offer a service and maintain the team’s morale?

This is a must-attend session for any IT service director or manager tasked with supporting a multi-platform enterprise environment. Learn how Mediasyst has unified IT asset management, successfully prevented their Mac inventory from ‘hiding under the radar’ and ensured that Mac users have not had to fend for themselves!

11.15 – 11.55

14.15 – 14.55

Alchemy for 21st Century Support – Transforming Knowledge into Cash

Steve Brand, Managing Director, SGSA

Managing the Key IT Production Resource – People

Colin Shewry, Principal Consultant, Dennis Adams Associates

Knowledge management often fails to deliver the promised return on investment because teams focus on the tool rather than the people and culture. This session will provide simple and practical techniques for service desk employees to adopt that will lead to a transformation of the service desk.

IT production managers are very familiar with the tools and methodologies (ITIL, MOPS, etc.) used to manage systems. However, they may be less familiar with tools for managing their key resources – people. Uncover the benefits of personality profiling to understand your leadership style, what motivates your people, and how to get the best out of them.

12.15 – 12.55

15.15 – 15.55

The Art of Positive Thinking – Conceive, Believe and Achieve!

Jennifer Macniven, Service Management Expert Do you ever dream of achieving great success, in both your work and your life? Would you love to have an exceptional performing team with outstanding commitment? How about you and your team raising the bar and setting yourselves apart from the crowd, whilst at the same time loving what you do?

Engaging the Board

Michelle Major-Goldsmith, Head of Training, and David Stephens, Head of Professional Services, Sysop Once cast adrift from business civilisation, IT is now all about engagement with the business and getting buy-in from the board. Michelle and David will explore the key requirement of mapping IT strategy to business strategy, demonstrating a clear link to IT services and how they underpin the achievement of business goals.

Solutions Theatre 10.45 – 11.15

SEMINAR THEATRE 3

SaaS vs On-site? How Do You Decide?

13.45 – 14.15

I Can See Clearly Now: the Secret to CMDB Success

Russell Wiltshire, Director, Vivantio

John Murnane, VMware

An incisive and penetrating look into the growing impact of cloud computing and software as a service (SaaS) in the service desk market. With independent research from respected analysts and evidence collected over the last six years, attendees will learn how best to evaluate on-site and SaaS service desk offerings.

As data centres continue to become more dynamic and complex, the inter-relationships between applications, servers, networks and storage devices spanning physical, virtual and cloud-based infrastructures have become almost impossible to monitor. Enrich your CMDB using discovery and dependency mapping.

11.45 – 12.15

14.45 – 15.15

The Value of Dashboards in a Service Management Setting

Harvey Gross, Vice President, Product Development, Datawatch Corporation In this presentation, the value of real-time, graphical data display will be demonstrated. See how a visually intuitive representation of all KPIs can be configured, displayed and drilled-down to key data elements.

12.45 – 13.15

Be the First to Know it’s Broken; it’s all about Event Management!

Ian Aitchison, Technical Director, LANDesk Often missed in initial service desk implementations, event management within the service desk can significantly enhance your understanding of the operational status of your infrastructure. In addition to assisting communication with customers, you can benefit from powerful and useful KPIs.

www.servicedeskshow.com

Service Catalogue – Beyond the Hype, Can it Really Help my Business?

Angus Gregory, CEO, Biomni Since the release of ITIL v3, the topic of Service Catalogue has been hotly debated, with many differing interpretations and vendor offerings adding to the confusion. Angus will present a proven approach to deployment and integration of the Service Catalogue. Learn how you can maximise your investment in an existing ITSM solution and still reap the rewards of an effective Service Catalogue.

15.45 – 16.15

Practical Problem Solving

Dr Don Page, CEO, Marval Problem solving is a skill that we need to develop. But it’s a combination of good communication, technique and approach. Don will provide a practical step-by-step approach to effective problem solving – The Problem Solving Roadmap. Its focus will be on handling major incidents and team communication.

Programme subject to change. Please refer to www.servicedeskshow.com for any updates

SEMINARS INDUSTRY NEWS

Wednesday 28 April

Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis

ITIL and Business Process Management 10.30 – 11.10

Continual Service Improvement – the Seven Steps to Heaven

David Jones, Head of Service Delivery EMEA, Pink Elephant Within the scope of Continual Service Improvement (CSI), Dave Jones will take an irreverent look at the subject of performance metrics, increasing delegates’ awareness of the need to measure the right things at the right time and at the right point.

11.30 – 12.10

SEMINAR THEATRE 1 13.30 – 14.10

Transforming a Fragmented Break/Fix Culture

Aurelien Sin, Global Services Manager, Danone Bringing together 17 service desks within a single organisation would be challenge enough for many service desk directors. But Danone had to go one better as their service desks resided in 17 different countries! The transformation of multiple desks to a common language for IT.

14.30 – 15.10

Implementing ITIL for SMEs

Using BPR, ITIL & IT Automation to Create a Scalable, Repeatable and Predictable IT Model

Girish Mathrubootham, Vice President, Networks Unlimited

Zafar Chaudry, CIO, Liverpool Women’s & Alder Hey Children’s NHS Foundation Trusts

Often regarded as a solution for large organisations, ITIL is increasingly being seen as an important enabler for small and medium size businesses looking to improve their IT processes; there are now more opportunities and affordable solutions to help SMEs to get on the ladder.

Dr Zafar Chaudry, CIO for Liverpool Women’s & Alder Hey Children’s hospital, will describe the journey the organisation undertook to deliver an effective and efficient service desk provision using BPR, ITIL and IT automation to help uncover the financial and management implications of their IT Strategy; using this to create a scalable, repeatable and predictable IT model that is aligned to their business strategy.

12.30 – 13.10

Get the Benefit of Business Process Management

Richard Hill, Director of Technology Strategy, Arts Alliance Media

15.30 – 16.10

An overview of how AAM is using a Business Process Management (BPM) driven ITSM tool to address the challenges of multi-nation support. Hear how BPM reduces the organisation’s total cost of ownership and enables unprecedented ease of integration with internal business systems.

A briefing on version 4.0 of the Microsoft Operations Framework (MOF). Now a mature offering, find out what the latest version offers to those working on the service desk and in support.

What does Microsoft Know about Operations?

Duncan Anderson, Service Management Consultant, Global Knowledge

Technology and People 10.15 – 10.55

Are Great Leaders Born or Made?

SEMINAR THEATRE 2 13.15 – 13.55

Jennifer Macniven, Service Management Expert What makes a great leader vs a great manager? Is it something within you that comes naturally? Or can you develop these skills?

11.15 – 11.55

Power to the People

Paul Gibbons, Technology Support Manager, BBC Monitoring Following an audit, BBC Monitoring embarked on the implementation of ITIL alongside a technical refresh and restructure of the service desk. Reflecting on this radical overhaul, Paul Gibbons will discuss how the ‘human touch’ ethos delivered tangible results, improved IT’s reputation within the BBC, and increased customer satisfaction.

12.15 – 12.55

Next Generation Remote Support

Mike Reed, General Manager, Intel Catastrophic issues such as hard drive failure, Operating System issues or virus corruption have historically required on-site support. Now, however, there has emerged a next generation solution to enable remote diagnosis and resolution of such issues.

Staleness in Service Desk Staff – How to Spot it and Avoid it

John Fahey, Training Consultant, STI Working on a service desk can be a demanding and stressful job. It is no wonder that this can become draining and eventually impact negatively on attitude. Identify strategies for prevention rather than cure!

14.15 – 14.55

Service Desk Recruitment – Let’s Get it Right

Ken Goff, Principal Lecturer, SDI Opinions are divided when it comes to recruiting for the service desk role. Do we go for school leavers interested in getting into IT and use the desk as a development area for future movement into technical roles? Or should we be looking for ‘lifelong-deskies’?

15.15 – 15.55

Applications in the Cloud: Weighing the Options

David D’Agostino, Sr. Solution Consultant and Architect, Service-now.com Gain a clear insight into the differences in Cloud and SaaS delivery model. Through examination of the trend in using Open Source for commercial software, you’ll have the ability to calculate the potential opportunity to apply a Cloud or SaaS strategy in your organisation.

Solutions Theatre 10.45 – 11.15

IT Service and Lifecycle Management in Mixed PC/Mac Environment

Manuel Miseré, Managing Director, Mediasyst, A division of the SERVICEPLAN Group ‘PC is best’ say the business administrators! ‘Apple is best’ say the planners and designers! But how easy is it to ensure that the range of IT services you provide is effectively distributed and maintained across such a mixed infrastructure?

11.45 – 12.15

Do you Measure Up?

Tony Corner, Senior Consultant Trainer, FGI What’s the measure of your success? Measuring the percentage of issues fixed first time? Or measuring the percentage of issues categorised as ‘first time fixed’ fixed first time? Whilst you can’t manage what you can’t measure, it is vitally important that you define KPIs that are both realistic and achievable.

12.45 – 13.15

Breakthrough Self-Service – Building the Business Case and Cracking the Code

Simon Yelsky, Vice President, Product Management, RightAnswers, Inc The pressure is growing on IT support organisations to increase productivity while remaining cost efficient. The need to do more with less makes self service through knowledge-based tools the logical solution for escalating help desk agent support capacity and improving user satisfaction while driving down operational costs.

10 10

SEMINAR THEATRE 3 13.45 – 14.15

Education, Education, Education

Steve Lawless, Trainer and Consultant, Purple Griffon Steve will present a timely look at current and future methods of training, exploring the importance of continuing education and alternatives for those working in the area of service desk and IT support.

14.45 – 15.15

Secure Desktop Support – Are you at Risk?

Craig Weinstock, VP of Enterprise & Alliances Marketing, Bomgar Remote access and support technologies represent the most common and significant risk for breaches and misuse of data. Understand the key risks remote access and support tools can represent, and identify best practices to assure the security of your support operations and automate compliance.

15.45 – 16.15

Using the ITIL Continual Service Improvement Approach to Drive Down Costs

John Ryman, Business Development Manager, Staff&Line & Brian Broadhurst, ITSM Consultant, Team Ultra In order to control costs or increase the value of IT services you need to know what you are delivering, to what level, and at what cost. This will enable you to identify areas for improvement and allow you to measure the benefits that any initiatives bring. ITIL knowledge management is vital. This session will outline the ITIL seven-step improvement process and how to apply the information to make improvements. It will also discuss how IT management solutions such as EasyVista can help in this process to drive down costs.

Programme subject to change. Please refer to www.servicedeskshow.com for any updates

www.servicedeskshow.com

KEYNOTES, PANEL DISCUSSIONS AND WORKSHOPS

Keynote Theatre

Book your place at the Breakfast Briefings in advance by visiting www.servicedeskshow.com/briefings. Tickets for all other sessions are available at Seminar Registration on the day. Places are allocated on a first come, first served basis.

TUESDAY 27 APRIL

WEDNESDAY 28 APRIL

08.30 – 09.45 BREAKFAST BRIEFING: Mind the Gap – Does your Service Desk Deliver what the Business Really Needs? White Paper presentation and panel debate – sponsored by

Vance Brown, President & CEO, Cherwell Software – sponsored by Cherwell s of t wa r e TM

With growing emphasis on aligning IT services with the business, this White Paper delves into business culture to uncover the scale of the gap that exists between the services delivered by the service desk and those the business really needs.

10.45 – 11.45

08.30 – 09.45 BREAKFAST BRIEFING: Making the RITE Decisions – Every Time

KEYNOTE: The Power of Problem Management

Ken Goff, Principal Lecturer, KGM This highly motivational keynote explores the dynamics of problem management and why it should be an essential component of the corporate culture.

Media Partner:

12.15 – 13.30 PANEL DISCUSSION: 10 Killer Metrics – What are they and why? Chaired by Howard Kendall, Founder, SDI If continuous improvement is the objective of all service desks, a comprehensive program of effective measurement must be introduced. But what are the key measurables? Do they fit all cases?

The role of IT is increasingly to deliver management information that is ‘RITE’ – relevant, integrated, timely and efficient. But exactly what information does the business need from the IT service department to help improve its performance?

10.45 – 11.45 KEYNOTE: Work Smarter not Harder! Practical Solutions for the IT Service Desk Stephen Mann, Principle Consultant, OVUM Butler Group Step back from the rigours of day-to-day operations to discuss the improvement opportunities available that include driving cost efficiencies through automation and self service, reassessing the applicability and cost of existing ITSM-enabling tools in light of software as a service delivery, and ensuring metrics are fit to drive service improvement.

Media Partner:

14.15 – 15.45 EXECUTIVE WORKSHOP: Onwards and Upwards – the Power of Emotional Intelligence and Business Savvy

12.15 – 13.30 PANEL DISCUSSION: The Five Holy Grails – How to get within Touching Distance

Jo Johns, Service Trainer & Consultant, Marval How do you help your team, your

Chaired by Howard Kendall, Founder, SDI This lively and entertaining panel

organisation, to cope during these toughest of times? What do you know of their attitudes, their emotions and their levels of determination? How do you all remain positive? Be under no illusion – as a ‘boss’ this is your responsibility.

15.45 – 17.00

EXECUTIVE WORKSHOP: Creating SLAs that really work!

Barclay Rae, Head of Axios Global Services, Axios Systems

Why are most SLAs created by IT departments not worth the paper they are printed on? In too many cases they are meaningless to customers and IT staff alike, and subsequently neither read nor used. Join Barclay Rae in this interactive workshop where you’ll receive guidance on how to avoid the common problems, and develop a formula to produce SLAs that really work!

discussion will look at some of the more challenging areas of IT service management – the Holy Grails that are so enticing yet so difficult to reach.

14.15 – 15.45 Catalogue

EXECUTIVE WORKSHOP: Defining the Service

Barclay Rae, Head of Axios Global Services, Axios Systems Barclay Rae will lead this valuable and interactive workshop, taking a generic view of the practical steps to ensuring value and quality in the optimum use of ITIL processes as he helps delegates to begin their service catalogue project.

HOT TOPIC ROUNDTABLES

Hot Topic Zone

On arrival, just go to the Hot Topic Zone and sign-up to the sessions of your choice.

27 APRIL

Hot Topic 1

Hot Topic 2

Hot Topic 3

10.30 Understanding and implementing the service catalogue Motivating staff in challenging times

Grappling with change management

11.45 Getting business and IT buy-in for the service catalogue

Making self service work

Practical problem solving

13.45 ITIL for SMEs

Service training and qualifications

Key steps in changing a service desk system

15.00 Structuring and designing it services

Promoting the service desk

Benchmarking the service desk

Hot Topic 1

28 APRIL