SITS13 Event Preview

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The UK’s leading IT Service Management and Support event

@sdits #sits13

Show Preview www.servicedeskshow.com | Opening Times: Tues 23 April: 09.30-17:00 | Weds 24 April: 09:30-17:00

What’s inside?

Show News & Exhibitor Highlights Discover the exciting features, products and services on the show floor Pages 3-6

Exhibitor List & Floorplan Plan your visit Page 7

Full Education Programme Details of every session taking place – featuring all the key industry speakers and topics Pages 8-11

NEW for 2013

SITS13 p Show Ap

Organised by:

More about us www.divcom.co.uk

Sponsored by:

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SITS13 goes from strength to strength

Join the SDI Garden Party

The past few years have seen a massive switch in the way IT services are delivered within the workplace and have blurred the boundaries of where internal IT support begins and ends, which is where a visit to SITS13 at Earls Court on 23-24 April can help.

Although user-owned devices and cloud-hosted solutions are now becoming commonplace, the transformation of IT support is by no means complete. Many organisations still need to put the correct processes and procedures in place to fully embrace these new technologies, and demonstrate the value to their businesses for doing so.

The education programme at SITS13 has been specifically designed to include a plethora of case studies and practical advice to give you the best opportunity to learn from the experiences of early-adopters and to give you a blueprint before rolling out your own implementation. We’re delighted to welcome Rob Miller from London Borough of Lambeth who will be sharing how they mastered BYOD, and Peter Dowdall from Kings College Hospital NHS Trust, who will be discussing the measures they took to manage the increased number of devices and licences they are responsible for with many users now having more than one.

As running a successful service desk is about more than just the technology, there are also some great sessions to help you to best manage your staff, recruit new staff members, and build a culture that puts service first.

Alongside the education programme our 80+ exhibitors will be on-hand with all the latest products and services whether you want to best utilise your existing system or source a new solution.

Inside this preview you’ll find everything you need to plan your visit to SITS13 – including the full session timetables and exhibitor list.

Don’t miss the UK’s biggest ITSM event. www.servicedeskshow.com

Visit the SDI team on Stand 100 as they host a Garden Party. Take a moment to relax in their garden – sit back, enjoy a cupcake and have a chat with one of their service desk specialists for some top tips on how to make your IT service operation world class. SDI promise the useful tools in their garden shed will help you cultivate the perfect service desk environment where your customers will flourish!

Connecting the ITSM community Visit www.servicedesk360.com for all the latest news.

Follow us on Twitter @servicedesk360

INDUSTRY NEWS Show your support

Gartner to headline exclusive Keynotes SITS13 unveils an exciting and unprecedented Keynote Theatre featuring Gartner. Taking place upstairs in the Conference Centre, this year’s theatre promises to be the best yet with radical keynote addresses and thought provoking panel sessions for the duration of the event.

Looking at key issues faced today from a strategic and tactical angle, Gartner key analyst Jeff Brooks leads the high impact sessions including “The Numbers Don’t Lie: Measuring Value Through Metrics” (10.30 Wednesday 24 April) and “Who Is Murdering ITIL?” (13.30 Wednesday 24 April) along with Analyst Ian Head. Look out for a series of Gartner Keynote taster papers, which will be made available via Servicedesk360.com All visitors also have the opportunity to participate in a short survey, which aims to get an understanding of trends in the European Service Desk market. In return, you will receive a complimentary Gartner report. You may choose from ‘IT Service Desk Tool Acquisitions’ or ‘Business Productivity Team Proof-ofConcept Plan’.

Visit Gartner at stand 102 for further insight into the analysts or for an opportunity to book a meeting. Gartner will also be giving away a special branded gift to the first 200 people who visit them at their stand!

1e makes show debut 1e will be launching version 5.0 of 1E Shopping - an ‘Appstore for the Enterprise’. Shopping aims to reduce the number of software requests going through the service desk by making it easy for users to select and install software, Operating Systems and services themselves. Shopping supports approval workflows with email notifications to approvers and integrates with Microsoft System Center Configuration Manager and Active Directory to deliver software automatically. Time-limited rental of applications enables end users to rent the software for just for the time they need it reducing the cost. Shopping is quick and easy to implement and integrates seamlessly with all leading ITSM suites. Find out more at stand 421.

Could you live on less than 20p a day? That’s the challenge facing thousands of people in the Ugandan community of Namuwongo. SITS13, along with the entire events industry, is working hard to help make their lives better. Make a difference today – pick up a charity wristband (minimum donation £1) or simply donate at the Diversified stand. SITS13 will also be making a donation for every pre-booked seminar ticket purchased to ensure the charity benefits as much as possible.

New faces for 2013

We are delighted to welcome some new exhibitors to the show including…

Freshdesk • Nexthink • Barclay Rae Consulting • Macro4 • RealmSoft • SysAid • 1e • MS Research • Matrix42 • CentraStage • BPMonline • G2G3 • AlfaPeople UK • Netop • UK Oracle User Group

SITS launches overseas With SITS13 now in its 19th year and firmly established as the UK’s leading ITSM event, SITS are delighted to announce the launch of SITS Europe.

Taking place in Berlin on 24-25 September 2013, the show will provide professionals working in the important German ITSM market, with a much needed platform to source and benchmark suppliers, network, and attend dedicated education sessions.

For more information and to register your interest in attending visit, www.sitseurope.com

24-25 SEPTEMBER 2013

MESSE BERLIN, DEUTSCHLAND

Introducing FireSM from Alemba FireSM is a new standalone ITSM product from Alemba (stand 605).

Its primary purpose will be to support ITSM, specifically ITIL, processes within an organisation. The product will also include additional functionality that is not currently covered by ITIL, but which arises naturally from the day-to-day operations of an IT department. FireSM will be a browser-based application that runs on both PCs and Macs and the user experience will be its primary focus with a modern interface which takes cues from Apple’s iOS, touch technology and computer games.

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INDUSTRY NEWS

News in Brief Achieve ITSM success

How to do CCRM

Barclay Rae Consulting will be launching their 7 Steps to ITSM Goodness programme on stand 106, with the chance to win a 1day workshop. Barclay will also be talking about ‘ITSM Goodness’, a real world approach designed to quickly and effectively achieve success with ITSM, on Tuesday 23 in Theatre 1.

The long-awaited definitive guide to starting out in Change, Configuration and Release Management will be available on stand 816 at the official SITS13 bookshop. Written by the itSMF UK Transition Management Special Interest Group, ‘How to do CCRM’ offers a practical experiencebased approach to the subject and provides templates and examples to help organisations take the first tentative steps.

sitehelpdesk.com keep tabs on your FM Stand 522 sees the launch of Sitehelpdesk-FM, which extends the IT concept of configuration items (CI types) with enhancements to allow more flexible inventory recording of any type of asset. This allows the boiler, security cameras and any other supported assets to be accounted for and their maintenance tracked. They are also launching version 8 of their helpdesk range which includes a new configurable menu structure and easier navigation amongst other improvements.

LANDesk launch research Want to know how customers and service desks feel about self-service? Want to understand how IT departments can provide real value to their organisation? Visit LANDesk on stand 400 where they will be launching their exclusive research, carried out with the Service Desk Institute, plus demoing its latest product release which addresses some of the issues raised in the research.

Marval launches superfast web-based ITSM solution Marval will be showcasing its superfast, integrated IT service management software solution, MSM v12.5, on stand 825. MSM v12.5 contains over 60 innovative, functional enhancements designed to improve IT support services, increase efficiency, reduce costs, and raise the user and customer experience.

SysAid help gain control over assets First-time exhibitor SysAid (stand 519), a provider of ITSM software solutions, will be showcasing their all-in-one IT platform at the event which aims to help administrators better manage the help desk and gain control over all assets – traditional and mobile – from one central location.

The company will be giving away two licenses for its SMB-focused ITSM Cloud Pro Edition, including up to three admins, 120 assets and unlimited end users for each license at their stand. They will also hold two raffles, one for an Xbox Kinect and the other for an Apple TV.

Join the conversation Keep up to date with all the SITS13 news by following @sdits. Tweeting about your visit to the show? Use #SITS13 to join the conversation!

Not on Twitter? Join our SITS13 group on LinkedIn to take part in the show discussions and make suggestions for what you want to see.

You can also follow @servicedesk360 to hear the latest ITSM news throughout the year, or subscribe to the fortnightly newsletters at www.servicedesk360.com.

MS Research offer solution for all Visitors looking for a new service desk system can visit MS Research on stand 721 for an instant quote. The company has provided 24/7 multilingual level 1 to level 3 service desk expertise to global organisations (both to internal users and external customers) for over 5 years, and are able to give accurate monthly pricings based on your current and expected ticket volumes and can provide fast, accurate setup and deployment costs and timelines.

Pre-book your seminar NEW and keynote place

for 2013

In response to feedback, pre-registrants can now beat the queues and guarantee their place at any seminar or keynote via the new pre-booking system. For just £6 (including VAT) per session you can fast track your entry. A donation for each ticket sold will be made to ‘Events for Namuwongo’ - find out more about the charity on page 3.

For visitors who would prefer not to book in advance, limited tickets for each session will still be made available on the day from the Seminar Registration Desk at no cost. The Breakfast Briefings, taking place at 08.30 on both mornings, will still be available to pre-book at no charge.

Simplisys enables advanced problem management Returning exhibitor SimpliSys will be launching Citrus Service Desk version 2 on stand 422. The version includes many enhanced features including the concept of Themes in self-service, particularly useful for MSP’s, and has also introduced a powerful business rules engine to enable clients to build automation. The company is particularly proud to showcase their advanced problem management where problem owners can create and publish ‘Known Error’ articles to the knowledge base detailing symptom, cause and suggested workaround.

The known error articles are then scored using Citrus’ complex mathematical algorithm and automatically promoted to front line support team members for use at first contact.

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Discover Absolute Service at Unipress Unipress will be showing Absolute Service, an ITSM solution that allows organisations to define and track the IT services provided to employees and customers. With Absolute Service, organisations can monitor Service Level Agreements, analyse service requests, easily search for any request-related content within the knowledge base, and satisfy corporate and government compliance requirements with one-click audit records and PinkVERIFY ITIL 3 certified processes. Absolute Service is available on demand (via the cloud) as well as on-premise. Find out more at stand 618.

INDUSTRY NEWS

Serena support you through the lifecycle Serena Software will be showcasing its recently announced Application Service Management products on stand 109. The company claims these solutions will help organisations to orchestrate processes at each stage of the application’s lifecycle from development through to deployment and into support. The solutions aim to make the development and maintenance of applications more efficient, as well as supporting integration of support and service delivery.

IT Governance launches ITIL® Foundation Training Course

House-on-the-Hill: Celebrating SupportDesk release and 20th Birthday!

IT Governance is launching an ITIL® Foundation training course which leads to an EXINaccredited certification. With traditional ITIL Foundation courses taking three-to-four days to complete, this two-day course offers a faster learning route, whilst providing essential preparation for the inclusive EXIN exam. It focuses on delivering the key facts on ITIL 2011 terminology, structure and concepts and is ideal for ITSM professionals who can’t spend too much time away from the office.

The ITIL Foundation training course is the newest addition to a growing portfolio of IT Governance service management products which include the ITIL Foundation Essentials Pocket Guide and the ISO20000 Foundation, Practitioner and Auditor training courses.

Visit stand 922 to discuss your training requirements.

2013 is an exciting year for House-on-the-Hill Software, as not only is there a brand new release of SupportDesk, the company’s comprehensive service desk software application, but HotH is also celebrating its 20th birthday!

New SupportDesk 2013 functionality on display will include Twitter Integration, Timeline, Drag ‘n’ Drop Form Designer, Cloud-Sync, SupportDesk Mobile advancements, Signature Capture, new Webserver lookand-feel plus much more! 3 outof-the-box configurations of SupportDesk On-Demand have also been launched to get you up-and-running quickly, with prices starting from just £20 per agent per month to £40 per agent for ITIL compatible support.

Visit HotH on stand 314 for a first look at SupportDesk 2013, and to join in the celebration with special 20th birthday giveaways!

Orchestrate your processes with Celonis Celonis will be showcasing Celonis Orchestra on stand 623, which they believe offers unique possibilities for the management of IT service desks. The company claims it is the first software for the complete management of IT service in one platform. Using Process Mining, Celonis Orchestra is able to visualise the flow every ticket takes through your service desk based on the data stored in your ticketing-systems, and it can process even huge amounts of data within seconds.

The product analyses data in real-time meaning it can be used to identify inefficiencies (e.g. bottlenecks) that might occur while tickets are being processed, and to help identify the cause.

Realmsoft take the risk out of IT change

New exhibitor Realmsoft will be displaying Immanus which they claim can help your organisation perform large scale disruptive IT change with 95% less risk, 80% less time and 70% less cost. If you’re planning any large scale disruptive changes this year (Windows upgrades, Active Directory Migrations etc) visit stand 916 to see how they can help.

Immanus performs the IT delivery of project level change using innovative event driven technology while uniquely engaging the business users – allowing them to choose dates that suit them, to see key notifications on their desktops and be engaged by your projects.

Nexthink want to transform your IT operations Nexthink, a provider of real-time monitoring and analytics for IT infrastructure from the end-user perspective, will be making their debut at SITS13. They will be showcasing their software which helps IT connect, communicate and collaborate to achieve major initiatives and improve business end-user’s IT experience.

The company claims their product gives you visibility into all your IT services, helps improve service levels, reduces incidents by 35%, closes issues 60% faster and detects security threats where you are most vulnerable. The product monitors all the relevant configuration changes, applications, crashes, bandwidth, failures and events related to your IT infrastructure, then applies patented, artificial intelligence to detect noncompliant and abnormal behavior, and constructs meaningful patterns and IT analytics in real-time across your entire enterprise.

Visit them on stand 217 to find out more.

Put your Users First – and win an iPad Mini for yourself!

Matrix42 will be giving away an iPad mini each day to celebrate the launch of their new iPad End user app. Exhibiting for the first time at SITS13, Matrix42 enables the seamless management of physical, virtual and mobile environments. It combines Client Lifecycle, Virtualisation, Mobile Device Management and ITSM into a holistic solution enabling end users & IT to have a 360 degree view of their data, services & applications from any device at any time.

They claim the product increases user productivity while still allowing IT to maintain control, thus improving user satisfaction and drastically reducing service desk response times.

Find out more at stand 420.

WIN

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INDUSTRY NEWS

FGI show Tailored Learning Solutions FGI will be presenting its Tailored Learning Solutions, developed in response to increased demand for bespoke training offerings.

The company claims tailored learning can provide several advantages, both to the company and the employee by helping employees gain greater confidence in their own organisation's processes and procedures. They believe it ultimately increases the consistency and effectiveness of their performance. The tailored learning can often be used in conjunction with traditional accredited training programmes including ITIL®, PRINCE2® and MSP®, or as a pre-cursor to establishing individual personal development plans. To find out how it can work for your organisation please visit stand 521.

Experience the latest features at OMNINET Join OMNINET at stand 603 to experience the features of OMNITRACKER, its business process platform. They will also be showcasing standardised process templates like IT-Service Management (PinkVERIFY 3.1 certified), Stock & Order Management and Project Management. The company offers flexible licensing, scalability and open interfaces making OMNITRACKER ideal for use in small, mid-size and enterprise organisations.

Europe’s number one security event taking place next door Infosecurity Europe takes place on 23 – 25 April at Earls Court and is co-located with SITS13. You will get free entry with your SITS13 badge so there’s no need to re-register.

Infosecurity Europe features over 350 exhibitors, a diverse range of new products and services, a dedicated education programme and over 12,000 visitors from every segment of the industry. It’s the most important date in the calendar for Information Security professionals across Europe.

Visit Infosecurity Europe to gather vital information about the latest trends and developments in information security, and exchange ideas and shop for products and services to secure the future of your business assets where it matters.

You’ll gain a better insight into how you can secure your IT Infrastructure; ensure you are fully compliant and learn from best practice end-user case-studies; keep upto-date with the latest product and service solutions showcased at the event; access thought-leading content through the extensive education programme; and network with a global information security industry of over 15,000 people. Find out more, view the full exhibitor list and education programme at www.infosec.co.uk

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Control and Support Remote Samsung Android Devices with Bomgar The Bomgar remote support solution now enables full remote support of Android mobile devices made by Samsung. Bomgar has partnered with Samsung to enable screen-sharing and remote control, as well as live chat, file transfer and more, for any Samsung smartphone or tablet running Android version 2.3 and higher. Whether supporting employees who bring their own device, or customers who need help with their phone, Bomgar can help you quickly resolve their issue no matter where they’re located. For more information, please visit stand 515.

Macro 4 make first time appearance New exhibitor Macro 4’s iET ITSM Solutions will be available for evaluation at SITS13. The Solution is PinkVERIFY™ 3.1 certified against 12 ITIL processes and is backed up by a fully comprehensive consulting service. The Solution can also be customised if required. Visit stand 205 for a demonstration.

WM Promus offer HP Service Anywhere HP Service Anywhere is the latest HP innovation in ITSM SaaS. The company claim it offers a modern, nimble and intuitive user experience and is powerful, scalable, and simple.

The SaaS-enabled service desk solution offers features including: Incident, Change, Knowledge Management, Operational reporting, and Event-to-Fix and Monitoring, and many more.

There are also social service desk features including embedded chat and IM features, and context-based real-time collaboration so that you can close activities faster with better success.

Visit WM Promus on stand 208.

Postgraduate Certificate in ITSM Global Knowledge will be displaying information on their Postgraduate Certificate for service managers, run in conjunction with The Open University. The Postgraduate Certificate in Advanced Professional Practice (IT Service Management) combines reflection on existing ITIL® best practice education with advanced service management CPD modules. Full support is provided throughout the one year distance learning course.

Find out more at stand 914.

FLOORPLAN AND EXHIBITOR LIST

Upstairs to

Keynote Theatre

Exhibitor List 1E .........................................................421 Alemba Limited ..................................605 AlfaPeople UK ....................................622 APMG-UK............................................620 Autotask UK ........................................101 Axios Systems .....................................615 Barclay Rae Consulting ......................106 Biomni .................................................213 BMC Software UK...............................709 Bomgar................................................515 BPMonline...........................................517 Celonis.................................................623 CentraStage........................................315 Certero ................................................609 Cherwell Software ..............................700 Citrus Service Desk ............................422 Clockwork IT .......................................113 Epaccsys..............................................104 FGI .......................................................521 Freshdesk ............................................619 FrontRange Solutions UK Ltd............409 G2G3 ...................................................525 Gartner ................................................102 Global Knowledge .............................914

Global Technology Solutions ............318 Hornbill Service Management Ltd....300 House on the Hill Software Ltd.........314 ICCM ...................................................509 ISL Online............................................317 IT Governance ....................................922 IT Training Zone..................................712 ITSM Company...................................915 itSMF UK .............................................816 Kepner-Tregoe Ltd .............................107 LANDesk .............................................400 LogMeIn ..............................................815 Macro4 ................................................205 ManageEngine/Zoho Corp ...............320 Marval Software Ltd ...........................825 Matrix42...............................................420 MS Research Ltd.................................721 NetHelpDesk ......................................215 Netop ..................................................821 NetSupport Ltd ..................................717 Nexthink ..............................................217 OMNINET GmbH...............................603 Purple Griffon .....................................616 RealmSoft............................................916

Richmond Systems .............................715 RMS Services Ltd................................414 SDI .......................................................100 Selection .............................................219 Serena Software .................................109 Servicenow..........................................309 sitehelpdesk.com ltd..........................522 Specops Software Ltd........................621 STI Ltd .................................................416 Sunrise Software.................................200 SysAid Technologies ..........................519 Sysop ...................................................720 TechExcel ............................................212 The Grey Matters ...............................819 Tools4ever ...........................................613 TOPdesk UK Ltd .................................308 UK Oracle User Group .......................105 Ultima Business Solutions..................419 UniPress Software...............................618 Visionera AB .......................................316 Vivantio Ltd .........................................415 WM Promus ........................................208 Xeretec ................................................518

Floorplan and Exhibitor List correct at time of press. Please refer to www.servicedeskshow.com for any updates ShowPreview Page 7

EDUCATION PROGRAMME

BREAKFAST BRIEFINGS

Sponsored by:

Book your place at www.servicedeskshow.com/briefings

TUESDAY 23 APRIL

WEDNESDAY 24 APRIL

08:30 Demonstrating service desk value through more meaningful metrics Service desks have always reported metrics, but are they are the right ones? Hear the results and take away valuable guidance from our NEW white paper research ‘Demonstrating service desk value through more meaningful metrics’. The panel of experts will discuss the current ‘state of the nation’, highlighting which metrics are being used by service desks, and which are most useful. Plotted against the ever evolving IT and business backdrop, recognise which metrics must come to the forefront for service desks to prove conclusively the business value they offer.

What are service desks measuring and what do the figures prove?

Are your metrics keeping pace with changing IT demands?

How to create reports that prove value Aligning metric with business & IT goals Panel includes: SDI, Cherwell Software, Alliance Bernstein

08:30 Creating happy users: the new focus for IT? According to research, two-thirds of business users are unhappy with what IT delivers. This panel of industry specialists will discuss and breakdown the complex issue of business user satisfaction; debating why it has become vital to engage with and deliver first rate service to business users. Understand how to gauge business user satisfaction, overcome the language barrier, identify what users want and need - and how to put a smile on your customer’s face.

Learn why business user satisfaction is an underrated barometer within IT How to understand the current level of business user satisfaction Breaking down the communication barriers Measuring the success of IT services Panel includes: Axios, Forrester

KEYNOTE THEATRE

Featuring

Taking place upstairs in the executive conference centre, you can pre-book your place by visiting www.servicedeskshow.com/keynotes

TUESDAY 23 APRIL

WEDNESDAY 24 APRIL

10:30 Hear ye hear ye, service desk people – the end is nigh

10:30 The numbers don’t lie – measuring value through metrics

Jeffrey Brooks, Gartner IT service desks are fading in relevance, with few contributing as business partners.

This session will help you say goodbye to traditional frameworks and welcome new approaches to metrics, tools and delivery of services which will enable the IT service desk to become the shining star of the infrastructure and operations group.

Understand why the IT service desk has not modernised – and that it no longer has a choice Learn which current IT service desk practices we must redefine See the opportunities for the IT service desk to embrace new technologies and methods for providing value to the business

12:00 Becoming the IT support manager your team needs

Jeffrey Brooks, Gartner Are you looking at metrics that don't align to specific business goals? Learn how proper alignment and balance of metrics against goals can vividly show the value of IT, rather than producing flat reports about productivity.

Learn a balanced scorecard approach to discover the best metrics for your IT service desk Discover how to show the value of services provided through using the right metrics Understand how dashboards can be used to provide an instant snapshot of IT’s value

Noel Bruton, Noel Bruton Consultancy

12:00 Stop doing this alone – involve your customers

As you’re promoted from technician to manager, new challenges require new thinking and a new to-do list. Those once colleagues may become charges with expectations of you. It’s not enough to just be an even more senior technician. Your whole to-do list has to change, as Noel will describe.

Ivor Macfarlane, IBM

Understand what it takes to be a leader instead of just a colleague How to cope if you have a poor manager The shape of your day – the practicalities of an effective manager

Service isn’t delivered in a vacuum; customer care requirements must be supported by reciprocal involvement by the business. This session illustrates this topic with some humour and analogy, to deliver the important underlying messages about the nature of ITSM. Learn the crucial difference between customers and users Gain insight for improving communications with customers See how a changed attitude to customers will transform the service desk

13:30 PANEL DISCUSSION: Culture vs. tools – building a perfectly balanced service desk

13:30 PANEL DISCUSSION: Who is murdering ITIL?

Panel led by Gartner

Panel led by Gartner

How much do you spend on people, process, culture and tools? Our panellists debate how much emphasis you should put on the people and the culture of your tool provider, and how to balance the tool during the selection process, plus discuss methods for maintaining a strong, positive, customer centric culture within your IT department.

With organisations complaining of ‘death by ITIL’, some argue we must bury ITIL along with other dated practices that fail to meet the dynamic agile needs of today’s enterprises. Join this lively and insightful debate into whether we really should say adieu to the most notable of service management frameworks.

Discover why there’s a need to reconsider ITIL’s relevance Learn where ITIL can still deliver value Tips for finding alternative guidance if the industry is to become less reliant on ITIL

Understand the power of culture on the success of your service desk How to harness tools to improve culture Tips for creating a budget that helps you find the perfect balance

HOT TOPIC ROUNDTABLES

Sponsored by:

12:00 13:15 14:30

10:45 12:00 13:15 14:30

24 APRIL

10:45

23 APRIL

Share experiences with fellow visitors on a host of topical issues. Expert facilitators will lead groups on a range of subjects, offering practical advice and problem solving.

HOT TOPIC 1

HOT TOPIC 2

HOT TOPIC 3

Blending in-house & managed services

Unlock the service catalogue

How to create & sustain a proactive service desk

Agile ITSM

Key considerations for upgrading a service desk system

Financial management - doing more for less

ITIL clinic

The importance of social media for IT support… or not!

Consumerisation of IT – BYOD, enterprise appstores, self-service

Which metrics matter?

Motivate, develop and retain staff

Problem & incident management

HOT TOPIC 1

HOT TOPIC 2

HOT TOPIC 3

ITIL clinic

Unlock the service catalogue

Financial management - doing more for less

Problem & incident management

The importance of social media and IT support… or not! Agile ITSM

Key considerations for upgrading a service desk system Consumerisation of IT – BYOD, enterprise appstores, self-service How to create & sustain a proactive service desk Motivate, develop and retain staff

Which metrics matter?

Blending in-house & managed services

On arrival at the show, simply visit the Hot Topic Zone to sign up to the session of your choice

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EDUCATION PROGRAMME

THE PROGRAMME NEW for 2013

Pre-book your seminar place* - Beat the queues and plan your day in advance. Find out more at www.servicedeskshow.com/education *Limited places will be available on the day at no cost. Please note programme may be subject to change.

SEMINAR THEATRE 1

Seminar Type:

Case Study

People & Performance

Strategy & Process

TUESDAY 23 APRIL

WEDNESDAY 24 APRIL

10:00 Leadership on a shoestring

10:00 ITSM – the John Lewis way

Rebecca Beach, Hanover Housing & Tessa Troubridge, SDI

Simon Skelton, John Lewis Partnership

How Hanover Housing manages to inspire and lead on a budget. With limited funds available for reward and recognition, they will share how they maximise team performance without breaking the bank.

John Lewis is renowned for its customer service excellence, but until recently its ITSM relied on 'heroic' staff rather than smart technology and processes. This session explains how John Lewis has modernised its IT service and support, covering system selection and consolidation, and making social and peer-topeer support work.

Useful ideas for achieving low cost reward and recognition Tips for inspiring your service desk Strategies for improving the working culture

10:50 Are you running IT, or is IT running you?

Patrick Bolger, Hornbill Service Management Adopting more processes, implementing tools and sending staff on framework training doesn’t address agility, or meet modern business needs. This session looks at next generation service management and the practices used by successful service providers to explain how we can meet the challenge.

Take away practical advice you can use immediately to meet customer expectations and deliver tangible business value Understand why the traditional approach to ITSM is failing the customer Learn from the practices of the most successful service providers

11:40 Moving at the speed of business Andrew Targell, Compass Group Learn how Compass Group used a level of international standardisation, overcame internal resistance and got to grips with the demands of its customers and its tooling to ensure the future of the business is at the forefront of its thinking.

Learn how to create a vibrant working culture How to change ‘gears’ and keep up with business demands Understand what tools are available and how you can ensure they are manageable and useful

12:30 Survive and thrive when faced with major incidents Steve White, Kepner Tregoe Managing major incidents isn’t about keeping calm at the moment of impact, it is about constructing an approach to change and problem management that allows you to react with freedom and clarity. Discover how this can be done.

Build a dashboard that enables you to react swiftly Tips on streamlining communication to avoid confusion Controlling multiple restoration activities

13:20 Session To Be Confirmed Please check www.servicedeskshow.com for current details.

14:10 ITSM Goodness – fast, practical tips for ITSM success Barclay Rae, Barclay Rae Consulting Whether you want help with implementation and projects, SLAs and service catalogues, or future proofing your service desk, this seminar offers fast, furious yet effective advice ready to take away and utilise.

Achievable tips for forging improvement in key areas Practical advice gathered from the front line Takeaway material to further improve knowledge

15:00 Process seeks good home and a careful owner Don Page, Marval Incident, problem, change and configuration are not processes to adopt and subsequently ignore. Learn why each process needs an owner to continue delivering benefits, who would make a suitable owner and how they can survive in their role.

Learn why your ITIL processes need individual owners How to survive if you’re made a process owner Finding other suitable process owners

15:45 How the web smashed the customer support model Richard White, UserVoice The advent of social media combined with the shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. This session discusses the customer service revolution, why consumerisation is accelerating the change, and what your world will look like on the other side of it.

Learn how social media has smashed the old IT support model What customers want and how to deliver How to build a support model which fits the online world

How to choose the technology and support options that are right for your business Learn that even leading businesses can be ITIL-immature, being brave and methodical are key Improve problem and incident resolution quality and speed without leaning further on staff

10:50 Self Service – The key to solving the BYOD challenge Rob Miller, London Borough of Lambeth 55 per cent of helpdesk requests to the London Borough of Lambeth are now logged via self-service. This case study explains how the culture shift was managed and how self-serve is helping to tackle BYOD. Proven approaches for handling BYOD Taking self-service to the next level Deliver an integrated employee / user support service, based on online self-service

11:40 Shine in the IT budget spotlight Simon Kent, Cherwell Software In this time of continued austerity and careful management of every pound spent, service desks are under constant pressure to deliver more services, improve customer satisfaction and demonstrate increased business value with, at best, the same budget. Simon will explain how to over achieve and under spend.

Discover how smart process integration leads to greater efficiency, increased productivity and faster decision making How to deliver business value, moving IT from a 'fix it' department to a true business partner Advice for improving service efficiency by improving dialogue with the business

12:30 How to do change, configuration and release management The itSMF UK Transition Management Special Interest Group Hot topics come and go, but there are still areas which ITSM teams consistently struggle with. Change, configuration and release management fall into the category of being neglected and misunderstood. This session presents the shared knowledge accumulated by the itSMF Special Interest Group to offer solutions.

Understand the potential savings and improvements on offer Tips for mastering change, configuration and release management How to amend and maintain effective transitional ITIL processes

13:20 Is your service improvement plan working?

Ruth Phillips, FGI Many SIPs, in both the public and private sectors struggle to demonstrate return on that investment. This seminar will review new guidance that helps to address this problem and ensure that benefits from SIPs are realised and maximised.

Better understand how to define realistic benefit targets Improve ROI on all improvement initiatives Demonstrate more efficient and effective benefits management practices

14:10 DevOps – shattering IT’s operational barriers Kaimar Karu, Mindbridge DevOps and Agile are designed to cut through the bureaucracy which stops IT delivering what the business needs. This session explains how these concepts work in the real world and how they relate to service desks and IT support.

What is DevOps and how it relates to ITSM Understand how customers benefit from a collaborative approach to delivering IT services Conquering the challenges of DevOps and Agile

15:00 From Devices to Apps: Redefining IT in the BYO Era Matt Kaplan, LogMeIn The bring-your-own (BYO) trend may be best known for smartphones and tablets, but recently it is rapidly expanding to applications (Dropbox, Google Docs, Yammer). This changing dynamic introduces profound questions on IT’s role in supporting such technology. This session discusses the impact and opportunities BYO brings to supporting the modern workplace.

A ‘state-of-the-nation’ overview on Bring Your Own Apps policies Learn how businesses are managing BYOA today, and where gaps may provide new opportunities Discover the implications of balancing the benefits of BYOA while addressing the security risks, and the regulatory & compliance requirements

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EDUCATION PROGRAMME

SEMINAR THEATRE 2

Seminar Type:

Case Study

People & Performance

Strategy & Process

TUESDAY 23 APRIL

WEDNESDAY 24 APRIL

10:00 Forget IT maturity, service maturity is the real acid test

10:00 Reigning in the cloud

Andrew Smith, BMC Software

Malcolm Fry, ITSM Author and Analyst

If ITIL is the standard for delivering service excellence, then why do so few of its practitioners become true service champions? As IT’s position as trusted technology advisers diminishes, why is it hiding in the back office? This session uses real examples of how businesses have escaped this negative pattern of thinking to drive service excellence direct to customers.

With IT estates growing into the cloud, managing them can be a headache.

Malcolm brings his pragmatic view to this branch of ITSM by offering solid advice for ensuring that cloud compliments rather than overwhelms your service desk.

Learn how to become results driven Internally promote your own best practice and bridge across into the business Unify service for end-users and customers.

10:50 How to create a supportable BYOD Strategy Matthew Neigh, Cherwell Software Find out how to build a strategy that supports BYOD, enabling increased employee productivity while preventing increased support costs. Also, learn how your service desk can use these same mobile devices to streamline support services and reduce costs.

How to design a strategy that supports BYOD Why BYOD can enable increased employee productivity while preventing increased support calls Why the service desk should use the same mobile devices as the end-users it supports

11:40 Why stop at IT? The true power of ITSM Scott Fletcher, ANS Group Customer service, aligned to ITSM principles, has helped ANS Group grow by £35 million. This session explains how going beyond the service desk can transform other business functions and solidify the role that ITSM can play in proving its financial value.

How to use existing resources to improve non-IT business functions Cost saving tricks via automation Why customer service should be your top priority

12:30 Protecting your software investments: A SAM survival guide Peter Dowdall, Kings College Hospital NHS Trust Workers now rely on multiple computers, laptops, and devices; does your service desk have the tools, people and processes to practice effective software asset management? This case study shows how Kings College NHS tackled the asset challenge.

Manage software licenses and costs more effectively Predict the financial impact of IT buying and support decisions Increase service desk resources through SAM processes

13:20 Robots vs. service desk – who will win?

Chris Dancy, ServiceSphere Automation, self-service and consolidation mean that the IT department is birthing out robots faster than an alien invasion. These robots are not the type we were told about in our childhood, these robots are here to take our jobs away. While many herald the coming revolution in IT, we should stop and give pause to what we will do with the millions of displaced workers in 2020 and to protect ourselves against the invasion.

Review a history in robotics that have displaced human jobs Understand the trends in automation disrupting IT and information systems Discover the skills that will become desirable for knowledge workers

14:10 On demand and on time – just what the business ordered Kevin Parker, Serena Software This session explains that to improve, IT service desk professionals should look beyond their four walls. Learn how focusing on communication between development and other IT teams will improve releases (and therefore customer satisfaction), tighten the support loop and save resources.

How automation can leave more time for communication Develop and nurture the link between support and development Tips for the service desk to ensure releases run smoothly

15:00 Now that’s what I call service culture...

Barry Corless, Global Knowledge ‘Service’, once an IT support after-thought, is now the de facto standard for defining quality, adding value and justifying investment in support. This session explains why customer service is now of paramount importance and how you create the elusive service culture in your support organisation.

How the service you deliver influences customer buying habits What factors contribute to a service culture Learn positive actions for improving service

15:45 Business relationship management and the service desk Andrea Kis, Tata Consultancy Services Suppliers, partners and customers; successful service desks manage these relationships effectively and professionally. Learn how your service desk can shape the customer experience by providing and maintaining excellent business relationships.

How to improve customer satisfaction by building relationships Advice for empowering service desk staff so they build relationships Understand business relationship management from a non-process structured point of view

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How to measure risk - and reward - relating to cloud Learn the pros and cons of various approaches to cloud management A roadmap for working with cloud

10:50 Who moved the service desk? The new roles of IT support Barclay Rae, Barclay Rae Consultancy Peer-to-peer support, Google searches, YouTube tutorials, online forums and social media - users appear to be choosing anything but the service desk to gain IT support. Barclay will explain why the rules of IT support are changing, offering practical advice on how to meet the challenge and deliver more value from IT. Gain clarity on why users prefer to side-step the service desk Tips for service desks which want to embrace new forms of support How to become the value-add service desk you always wanted to be

11:40 Benchmarking and BI – Sat Navs for service desks Oded Moshe, SysAid Technologies Service desks are expected to make ‘educated’ decisions, but often lack the insight and knowledge to hold good on the promise. This session shows how business intelligence and benchmarking can become effective tools for proving your value today and deciding what to fix in the future.

Improve your decision making skills Understand which metrics are worthwhile Linking IT goals to overall business objectives

12:30 Service level delusions – the truth about IT support metrics Noel Bruton, Bruton Consultancy Typically our metrics and the ones our software give us, focus on Service Levels. But that is incomplete. What’s important is what you must measure, to make sure your workgroup even functions effectively, without which Service Levels are at best an accidental outcome. Measurement is about control, not just results.

Make good Service Level output automatic by knowing your team’s crucial efficiency points The things you have to measure that contribute directly to staff job satisfaction The stats that will aid and financially justify your management decisions on staffing and resource

13:20 What your incident and change processes really look like Alexander Rinke, Celonis GmbH Process mining applies statistical models to incident and change processes to show exactly what is happening to our processes once live. This session explains how to fix the real time errors, bottlenecks, and erroneous tickets which are slowing our service desks.

How to identify problems in your incident and change processes Learn how process mining can help the daily management of a service desk Use process mining and intelligence to fix common problems

14:10 Top of the service desk global league Tony Ranson, SDI Benchmarking against your peers is a great way to prove your capabilities against peers, but will you stand up to global scrutiny? Referencing its global benchmarking scheme, SDI highlights nine measures which will prove once and for all how good your service desk really is.

Improve your working knowledge of service desk standards Create a roadmap for service improvement Learn the steps to becoming a certified ITSM operation

15:00 The service desk isn’t perfect – let’s reinvent it Kathryn Howard, Visual Explanations Many service desks offer an outdated support model based on a break/fix mentality that the business seldom needs. For the service desk to survive, it must become a technology concierge, and this session outlines the new priorities, metrics and techniques needed if the service desk is to meet its potential.

Replace SLAs with service charters Learn about tools such as Net Promotor and the ISO38500 Human Behaviour principle which will help guide the next generation of service desks How to survey and assess customer requirements

NEW for 2013. Pre-book your seminar place* - Beat the queues and plan your day in advance.

Find out more at www.servicedeskshow.com/education *Limited places will be available on the day at no cost. Please note programme may be subject to change.

EDUCATION PROGRAMME

SEMINAR THEATRE 3

Seminar Type:

Case Study

People & Performance

TUESDAY 23 APRIL

WEDNESDAY 24 APRIL

10:00 Is my SIP working?

10:00 Session To Be Confirmed

Vernon Lloyd, Fox IT

Please check www.servicedeskshow.com for current details.

Organisations that utilise best practice service management and service development report significant benefits, but normally these have to be expressed qualitatively due to the lack of a realistic baseline. This session helps build a business case that supports the investment in a Service Improvement Program (SIP) that in turn will deliver the greatest payback.

Why you must show tangible and non-tangible benefits How to build a SIP that is realistic and delivers value Reporting advice to proving value

10:50 Beyond the IT department – SL for all relationships

Strategy & Process

10:50 Make gamification work for your service desk Brian Kerr, Axios Systems Knowledge management, peer-to-peer sharing and social IT are changing the way that technology is supported, this session explains how to link these tools to ITSM gamification to ensure your service desk has a bright future.

Gain gamification insight and how it links to ITSM Learn how gamification can help your business Discover what the future of gamification and social IT means for you

The itSMF UK Service Level Management Special Interest Group

11:40 Turning the knowledge drain into a resource

As separate disciplines, Service Level Management, and Business Relationship Management, have become core skills which all ITSM professionals must be able to draw on. Yet by combining and mastering these disciplines, service desks make a huge, measurable contribution to the success of the business.

Allan Stear, Marval

Learn how BRM and SLM operate across the service lifecycle Key points to consider when implementing BRM and SLM Understand the key differences between the disciplines and how they can work in harmony

11:40 Welcoming the perfect IT support analyst

Countless hours are lost as users search for knowledge and service desks needlessly fix the same problems countless times. Harnessing knowledge is a combination of people, process and content and this session explains ways to master this tricky challenge, which offers huge rewards.

Find, capture and store knowledge Identify knowledge gaps and how to fill them Tools for discovering which knowledge articles are being used and why

John Fahey, STI

12:30 Processes + empowered staff = first class service

Drawing on the findings of the annual STI service desk survey, discover the characteristics you should seek when employing service desk staff, the reasons why they become demotivated and how to keep them happy and productive.

James Davies, University for the Creative Arts

Take away a copy of the 2013 Service Desk Survey results Gain knowledge of why service desk staff performance can deteriorate over time - and how to fix it The desire to ensure that all service desk staff have the chance to stand out - for the right reasons

12:30 Behold the incredible multi-talented service catalogue

The helpdesk has traditionally been a place for users to seek assistance in solving tech-related issues. This session will outline how to empower IT staff to go beyond simple troubleshooting and provide superior customer service to end users. Learn how consolidating processes and increasing collaboration within the service desk can allow you to do more with less.

How to increase your first call resolution by empowering staff Transform your service desk from a place to get help into a collaborative, serviceproviding team Learn how consolidating processes can allow you to work more efficiently

Steve Lawless, Purple Griffon

13:20 Taking ITSM lessons at Oxford

Establishing a service catalogue can seem daunting, especially for smaller organisations with limited resources. This seminar offers practical hints and tips about how to get started, how to address the challenges and guidance on reaping the benefits of a service catalogue.

Jeffrey Thomas, University of Oxford

Learn the starting point for building a service catalogue on a limited budget Takeaway a high level process document to get you started Receive a free template and implementation roadmap

13:20 Challenging your team - are you game?

This session will describe how Oxford University built its ITSM strategy, successfully introducing an ITSM tool to help meet its objectives, and how the solution has supported a more mature ITIL-based service management environment.

How to align tools with your ITSM strategy Lessons from the sharp end about avoiding the pitfalls Understand the cost benefits of your ITSM strategy

Lawrence Scott-Mackay, Alemba

14:10 Meeting the IT skills challenge

Gamification is the process of applying the principles of game design to nongaming activities. This session teaches the techniques which can encourage greater levels of user engagement and increase staff performance, and ultimately provide enterprises with business benefits.

John McGlinchey, Comptia

Linking gamification to ITSM tools Capturing ideas and innovation from your team How to increase staff engagement and productivity

14:10 The art of customer service satisfaction surveys

All organisations could benefit from improving their skill levels, but with myriad ways to develop staff, what is the best fit for you? This seminar explains the choices on offer, how to exploit the tools and resources you have and what you should be seeking budget for.

Understand why IT skills demands are changing How to find the best development tools for your business How to create teams which sell the value they are delivering

Ken Goff, FGI

15:00 Session To Be Confirmed

Customer satisfaction surveys are often incorrectly used to endorse rudimentary service desk activities. This session will explain what data and information we should really be capturing and how it can transform the way we deliver services. Ken will also detail the ‘10 dynamics’ approach of delivering customer satisfaction surveys.

Please check www.servicedeskshow.com for current details.

Gain knowledge from an independent subject expert How to build a quality customer satisfaction survey that yields useful data How to improve communication between key project stakeholders

15:00 Multi-channel ITSM - blending traditional channels with social IT Brian Kerr, Axios Systems The rise of social IT, user forums, peer-to-peer support and web self-service mean that service desks have more tools than ever to connect with customers.

This seminar explains how to add new channels without damaging traditional email and phone support.

Learn why consumerisation has changed the way that your customers want to interact Discover the channels you should be supporting Takeaway understanding of how the service desk can improve service & customer engagement

15:45 Welcome to the post-ITSM service desk Peter Johnson, Fairday Research ITSM is the dominant worldview right now, but as was the case with other oncedominant paradigms - for example ptomelic astronomy (the earth at the centre of the universe) - it could be replaced by a better view. Peter will knit together strands of psychology, philosophy, complexity science and the history of personal computing technology, to propose four principles of a radical new approach to IT service.

Understand why after 20 years of ITSM, certain aspects still do not work Discover new ideas for running the service desk Broaden your thinking to solve technology challenges

NEW for 2013.

Pre-book your seminar place* - Beat the queues and plan your day in advance.

Find out more at www.servicedeskshow.com/education *Limited places will be available on the day at no cost. Please note programme may be subject to change.

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