SITS14 Event Preview

The UK’s leading IT Service Management and Support event

Join the conversation @sdits #sits14

Show Preview www.servicedeskshow.com | Opening Times: Tues 29 April: 09.30-17:00 | Weds 30 April: 09:30-17:00

What’s inside...

Case studies lead the way at SITS14

Show News & Exhibitor Highlights

Returning for its 20th year, SITS14 (29-30 April) will bring together over 4,000 IT practitioners in an environment that promotes networking and information sharing, with a first-rate education programme supporting and enhancing the exhibition.

Find out about the new launches, updates and exhibitors at SITS14

Pages 3-6

Exhibitor List and Floorplan Plan who you want to meet on the day

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Full education programme Find out about all the great case studies and practical sessions running throughout the show

Pages 8-11 Preview sponsored by:

Organised by:

More about us www.divcom.co.uk Sponsored by:

Supported by:

In partnership with:

www.servicedesk360.com

Companies confirmed and set to share their experiences and IT service strategies include Gocompare.com, Network Rail, News UK, Virgin Media and Oxford Brookes University.

Covering everything from transforming an existing service operation to meaningful metrics, these seminar sessions will inform, inspire and offer real practical advice.

Another avenue for those who wish to learn from the experiences of others will be

Gartner returning as featured guest Following their successful debut at last year’s event, world-leading IT research company Gartner will return to London’s Earls Court, to headline an exclusive set of Keynotes at SITS14.

The return of Gartner offers visitors an important opportunity to engage with, and gain valuable advice from, the Gartner team. Within the Keynote Theatre – Featuring Gartner, lead analyst Jeffrey Brooks will be delivering a keynote and chairing a panel discussion on each day of the show. Gartner will also be offering visitors, who participate in a short survey on their company’s stand, the opportunity to receive a complimentary Gartner report (worth £200).

Visit Gartner at stand 500 to meet the team and find out more.

the show’s Hot Topic Roundtables. These informal facilitator-led group discussions will again be the networking hub of the show. Based on the topics that are key in the industry today, visitors have the opportunity to bring their questions to the table and leave with great practical advice. You can view the full programme on pages 8-11.

Download the SITS14 show App Whether you have already registered for the show or not, download the SITS14 web App now to have access to all of the event information whenever you need it. The essential tool for planning your visit, the App includes the floor plan, exhibitor list, education programme and general show information. Once downloaded you can build your own personalised agenda of all the companies and sessions you wish to see so you don’t miss anything. Get the App now at www.eventmobi.com/sits14

Session pre-bookings now open!

After its popularity last year, you can once again pre-book your place at any chosen seminar or keynote. For just £6 (including VAT) per session you can beat the queues and build your own bespoke training programme by booking in advance. A donation for each ticket sold will be made to ‘Events for Namuwongo’, an initiative involving the entire events industry to help change the lives of thousands of people in the Ugandan community of Namuwongo.

For visitors who would prefer not to book sessions in advance, a limited amount of tickets for each session will still be available from the Seminar Registration Desk on the day at no cost.

Breakfast Briefings are still pre-bookable at no charge.

Seamlessly & Nexus® make show debut

ITSMF UK expand masterclass programme

Seamlessly will be using SITS14 to launch their cloud-based Nexus® Service Platform in the UK. They claim the platform will enable companies to resolve connected technology issues quickly, boost support productivity, and improve customer experience. Based on insights from supporting over 19 million consumers and businesses with connected technology, Nexus’ patented architecture is designed for remotely supporting a wide range of devices, consistently solving problems using proprietary automated workflow while capturing rich data for service delivery optimisation. Find out more at stand 918.

ITSMF UK will be announcing new topics for their popular range of masterclasses at SITS14.

Masterclasses are intensive, interactive events where content can be shaped to delegates’ specific requirements. Visit them at the Official Show Bookshop (stand 604) to find out more about forthcoming Masterclasses in topics including Service Catalogue, Problem Management, SIAM, Metrics, OBASHI and SFIA.

New features in SysAid v. 14 SysAid, a cloud ITSM solution provider, will be showcasing an update of their product at stand 519. They report the release as their most innovative version to date with its advanced email parsing and routing using customisable rules set by the ITSM team, and the ability for end users to reopen tickets. Other features include integrated patch management capabilities, which allow Windows-based servers and workstations to keep up-to-date with the latest security patches and software updates.

sitehelpdesk.com go cross browser Returning exhibitor sitehelpdesk.com (stand 522) will be showcasing updates to their helpdesk range, which will be browser independent.

Bryan Taylor, Commercial Director commented: “Our web based helpdesks have always utilised the features of

New faces!

New exhibitors to the show include…

Absolute Software Atlassian Centrix Software Hewlett-Packard Microsoft Point to Point Quickscripts Seamlessly SunView Software Tata Consulting Services Unisys Corporation USU AG Verasseti

Empower users with USU European supplier of IT and knowledge management solutions, USU, will be promoting USU Lifebelt which allows users to be enabled to solve any IT problem or question they have on their own in a short space of time via self-service, or to create an informative ticket immediately.

Find out more at stand 319.

Microsoft’s Internet Explorer to avoid clunky web based forms. Our new version achieves the same effortless form filling but now in all browser types so you can access all the features of service management from any platform.”

Discover JIRA Service Desk First-time exhibitor Atlassian will be showcasing JIRA Service Desk, an IT help desk built on leading project and issue management software. JIRA Service Desk combines an intuitive user experience for customers with powerful SLA support, customisable queues, automated request management, and real-time reporting. Visitors to stand 221 will be offered a free 30-day trial and pricing start at $10 for 10 users.

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SDI to unveil their ‘Big Red Toolbox’

SupportDesk offers more features

Visitors are invited to meet SDI on stand 100 to share their wish list and help construct the ‘Big Red Toolbox’ live over the two days. The aim is to make a freely available range of accessible tools for service desk managers to use to help them solve any service desk ‘issue’ they might be looking to fix or to simply improve upon. It looks to be a comprehensive central repository full of best practice, inspiring ideas and invaluable guidance.

David Wright, Director of Professional Services, comments: “The SDI Big Red Toolbox will inspire service desk people to get smart and improve by giving them unique access to the right tools, in the right place, at the right time”.

Visitors to stand 314 will see the latest version of SupportDesk Enterprise, Houseon-the-Hill’s service management tool.

New features on display will include Chat Facility, enabling agents to work directly with customers via an instant messaging tool, and Drag-and-Drop Dashboard Designer where agent and customer profile pages can be customised. New Room Booking facility will also be on display, which allows bookings to be made via an integrated calendar functionality, along with other advancements.

Maximise value with Matrix42 Matrix42 will be promoting the latest version of its workspace management solution which enables the management of physical, virtual or mobile workspaces. Updates include Matrix42 Mobile which adds comprehensive functionality to state-of-theart Enterprise Mobility Management technology from AirWatch, and Matrix42 Enterprise Manager which streamlines SCCM administrative and management tasks. Visitors to their stand (421) will also be able to pick up a new White Paper, and complete their service management survey for the chance to win an Android tablet.

Marval help the ‘manager’ MSM, Marval’s integrated ITSM software, has been positioned to provide managers with instant information on their IT estate, personnel and suppliers to minimise potential impact on customers and services. The company say radical functionality enhancements have been introduced including: external MSM calendar integration - an ‘at-a-glance’ overview of scheduled activities; enhanced MSM Service Breach Monitor - to establish what could threaten a service or service targets; and MSM Talent and Skills matrix - to ensure managers allocate the right resources. Find out more at stand 825.

Verasseti end Spreadsheet Monsters First time exhibitor Verasseti will be demonstrating their Verasseti Secure Framework (VSF 2.0) where you can turn your spreadsheet or small database into a fully functioning, completely secure, robust and reliable, documented and supported web application. The framework also understands workflow, so whether you are approving price changes, managing bonuses, or running complex financial models, VSF 2.0 can help. Meet the Spreadsheet Monster face to face at stand 420.

Discover Citrus Service Desk 3.0 SimpliSys (stand 422) will be releasing Citrus Service Desk version 3.0 at SITS14. Version 3.0 introduces many new features, most notably “Roles and Permissions”, meaning it is now easy to create user specific roles with defined permissions without the need for extensive training. The company will be offering one free, onsite user training day for all new customers that sign up before end of May 2014.

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News in Brief New Service Management solution from Hornbill At SITS14, Hornbill will unveil and demonstrate for the first time, its new, innovative collaborative Service Management solution - designed to engage teams, optimise operations and deliver better customer experiences. The company claim it offers a faster route to transforming the customer experience. Find out more on stand 300.

FrontRange bring the HEAT View live demos and presentations of the latest version of FrontRange’s HEAT Service Management Solution at stand 409, plus there is a chance to win an iPad Mini. The latest release incorporates both on-premise and cloud applications, and new features that improve workflow processes, extend service catalog support, strengthen hybrid voice capabilities and provide additional asset discovery functionality, all through an upgraded administrator user interface.

management. Their focus for SITS14 is customer service and the company will be showcasing Richmond v10 with its new selfservice portal technology. Richmond Systems invites all visitors to try v10 for themselves on stand 715, and help them celebrate their birthday!

UKOUG share the knowledge Independent not for profit membership association UK Oracle User Group, will be promoting the return of their Applications and Technology conferences in December.

Visit stand 105 to find out how you can get involved Apps14 and Tech14, and to have the chance to win some fantastic prizes.

Make your printer fleet manageable SITS14 will see Xeretec demonstrating the latest developments in print management that could streamline your business processes and drive through significant cost savings. Xeretec uses cloud technology to manage your printer fleet with no disruption or downtime required. The company will be showing visitors to stand 518 how they could be saving up to £150 per employee per year.

NetSupport celebrates 25 years Visitors to stand 717 will see the latest versions of its web-based ITIL solution, NetSupport ServiceDesk, and the highly popular remote control tool NetSupport Manager.

NetSupport Manager provides multiplatform remote support - without the need for a third-party service or ongoing subscription costs. An updated interface is joined by enhanced iOS and Android versions; extended Windows 8 support; an updated Mac Client; the ability to identify the location of each remote device using Geolocation technology; a new customer service-based PIN connect mode and support for the remote management of Chrome OS devices.

Collect the 2014 service desk survey results Richmond celebrates two major milestones Surrey-based Richmond Systems is celebrating its thirtieth year in business and the twentieth anniversary of its flagship solution for helpdesk and asset

STI will be releasing the results of their 2014 IT Service Desk Survey at stand 416.

Now in its 20th year, it will provide a “nuts and bolts” view of the industry front line.

The company will also be providing detail and dates for their forthcoming Service Desk courses.

MAXimise internal efficiency GFI Max will be showcasing new ServiceDesk, a helpdesk tool and customer service solution which will streamline processes within a support team, along with their existing RemoteManagement solution. Between them, the company claims, there is a way to manage everything and help MSPs deliver better support to their customers.

MSPs can leverage the integration between ServiceDesk and RemoteManagement to auto-create tickets on device outages/alerts, import everything into ServiceDesk to minimise the adoption overhead, manage SLAs for tickets and export reports. Find out more at stand 521.

Enhanced Security with Bomgar’s New RDP Integration Bomgar, a provider of enterprise remote support solutions, will be conducting live demos of their latest release, Bomgar 14.1. Included in Bomgar 14.1 is the new RDP integration which allows support technicians to initiate an RDP session through the Bomgar Representative Console from a different network without opening up the firewall. Natively, RDP has limited centralised management, auditing, reporting and collaboration capabilities.

Bomgar eliminates these issues by routing RDP sessions through its appliance-based system, layering the security and management benefits of Bomgar over each remote desktop connection. For more information on this integration and more, visit stand 515.

RMS take it to another level Visitors to stand 821 at SITS14, will be able to discover ‘RMS Point of Business’, the new Service Management suite from RMS Services. The company claim it takes typical service desk solutions to another level, by providing you with a platform to manage your processes business wide, not just centralised within IT. The solution is fully web enabled and features customisable screens and workflows. Self-Service and web access is mobile optimised and can be delivered via the Cloud, on premise, or as a hybrid. In addition it fully integrates with 3rd party tools such as Outlook, Lotus Notes and SCCM.

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Join the pre-show networking buzz

Infosecurity Europe takes place next door Visitors have the opportunity to network, engage and learn with 16,700+ information security professionals at Infosecurity Europe on 29 April - 1 May 2014. The largest and most attended information security event in Europe, the exhibition features not only over 325 exhibitors and the most diverse range of new products and services but also an unrivalled free education programme.

The Infosecurity Europe Education Programme addresses the latest challenges in information security and will provide visitors with business critical insight, best practice and practical case studies.

Speakers include information security thought-leaders from public and private sector end-users, policy-makers and government, analysts, industry experts, service providers and vendors.

Featuring five conference and seminar theatres and a comprehensive programme of workshops and training courses, the programme offers something to meet all educational needs.

Infosecurity Europe is located in Earls Court alongside SITS14 – you can gain free entry with your SITS14 badge, there is no need to register. Look for the signs for the internal crossover point.

Visitors can keep up-to-date with all the latest SITS14 news and updates by following @sdits, and using #sits14 to be part of the conversation. Not on Twitter?

Join the SITS14 LinkedIn group to network and take part in ITSM & show related discussions.

Keep in touch with everything that’s happening at the show via our Twitter screens, which will be located around the show floor – make sure you get involved by Tweeting too!

Enhanced solution for Dynamics CRM AlfaPeople will be presenting the new version of their ITIL accredited ITSM Solution for Dynamics CRM on stand 914 at SITS14. The company say they have optimised and enhanced their existing solution to take advantage of the new features and functions in Microsoft Dynamics CRM 2013, and help accelerate the deployment of the ITIL framework within any business.

Axios showcase next generation ITSM Axios are inviting visitors to join them on stand 615 for an exciting schedule of on-stand presentations about emerging trends and best practices, and how they deliver tangible value. The company will also be demonstrating assyst 10 which combines traditional service, asset and support management with social IT, mobility and gamification.

VivaDesk to be launched in UK at SITS14 Vivantio is 10 years old and to celebrate they are unveiling their new service desk product VivaDesk exclusively at SITS14.

Vivantio Co-Founder and CEO Greg Rich refers to it as a “Service Management Platform” rather than a traditional application.

Greg goes on to explain: “Service desk products have always had problems balancing simplicity and flexibility. If a product is really flexible it tends to be a nightmare to configure. We believe we’ve solved this problem with the VivaDesk platform.”

Visit stand 415 for your first chance to take a closer look at VivaDesk.

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Easy support in any time zone SITS14 will see the launch of NetHelpDesk’s all new NHD2014. The company have added advanced features such as new UTC time zone settings, which allow the support of end users in any time zone with finesse. The company say integration with other products has also ramped up significantly in the Remote Monitoring and Management arena, with Kaseya, GFI Max and CentraStage plugins. Smartapps 2.0 will also be launched, with ticket assignment recommendation based on the GPS co-ordinates of a field technician, and improved maps integration, with journey, expenses and time management. All the new features are included as standard. Visit NetHelpDesk at stand 215 to find out more.

Get your gamification toolkit G2G3 will be giving away a number of ‘Gamification Card Decks’ - the ultimate gamification toolkit for business, this card deck will allow users to successfully create gamification ideas to be injected into their service management product, project, process or team. Gamification can be applied to any activity in which people are engaged, and can help drive desired behaviors within the context of the activity. G2G3 will also have the virtual reality gaming and simulation platform, the Oculus Rift on stand 723, which will be used to showcase the latest immersive training environments.

Keynote Theatre Upstairs to

Exhibitor List Absolute Software ..................................609 Alemba Limited.......................................605 AlfaPeople UK .........................................914 Atlassian...................................................221 Autotask (UK) Limited.............................603 Axios Systems..........................................615 Barclay Rae Consulting ..........................616 Biomni ......................................................217 BMC Software .........................................709 Bomgar ....................................................515 CentraStage ............................................618 Centrix Software......................................915 Cherwell Software Ltd ............................700 Citrix Online ............................................414 Citrus Service Desk .................................422 Clockwork IT............................................113 Freshservice.............................................620 FrontRange..............................................409 G2G3 Group............................................723 Gartner.....................................................500 GFI Max ...................................................521 Global Knowledge Networks.................220 Global Technology Solutions ................318 Hewlett-Packard......................................720

Hornbill Service Management Ltd ........300 House-on-the-Hill Software Ltd.............314 HP .............................................................208 ISL Online Ltd..........................................317 IT Training Zone......................................712 ITSMF UK .................................................604 Kepner-Tregoe Ltd .................................107 LanDesk ...................................................400 LogMeIn...................................................815 Macro 4 ....................................................219 ManageEngine ........................................320 Marval.......................................................825 Matrix42 ...................................................421 Microsoft..................................................926 NetHelpDesk...........................................215 NetSupport Software Ltd .......................717 OpenText.................................................509 Pink Elephant ..........................................916 Point to Point ..........................................102 Quick Scripts ...........................................823 Richmond Systems..................................715 RMS Services ...........................................821 Seamlessly ...............................................918 Selection Services ...................................315

Service Desk Institute .............................100 ServiceNow..............................................309 sitehelpdesk.com ....................................522 Specops Software Ltd ............................920 STI Ltd ......................................................416 Sunrise Software .....................................200 SunView Software ...................................710 SysAid ......................................................519 Sysop........................................................109 Tata Cosultancy Services........................517 TechExcel.................................................212 The Grey Matters ....................................106 Tools4ever ...............................................613 TOPdesk UK Ltd......................................308 UK Oracle User Group ...........................105 Ultima Business Solutions ......................419 Unisys Corporation .................................820 USU AG....................................................319 Verasseti...................................................420 Visionera AB ............................................316 Vivantio ....................................................415 Xeretec.....................................................518 xMatters ...................................................921

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

BREAKFAST BRIEFINGS

Sponsored by:

Maximise your day by starting your visit with one of our executive briefings.

Free to attend, book your place at www.servicedeskshow.com/briefings

TUESDAY 29 APRIL

WEDNESDAY 30 APRIL

08:30 Customer experience: what it really means for service desks Service desks are being urged to become customer-centric, but what do they really think of the service culture? This breakfast briefing will discuss the new SITS14 White Paper, presenting a state-of-the-industry as it relates to the customer experience. The panel will use the research to look at this crucial, but misunderstood element of IT support in unprecedented detail. Attend the session and collect your FREE copy of the white paper.

Copies will also be available at the Cherwell Software and SDI stands.

08:30 Social, mobile, gamification: headache or saviour?

Service desks are treating collaboration, social IT, gamification, and multi-channel as disparate problems. This breakfast briefing explains that not only are these digital tools closely linked, they can be harnessed to ensure that current and future business technology challenges are met.

Discover what your fellow service desks think of customer experience Join in with our panel to debate the service journey Learn how other IT support operations are delivering and measuring customer-centric services

Discover what your fellow service desks think of customer experience Join in with our panel to debate the service journey Learn how other IT support operations are delivering and measuring customer-centric services

KEYNOTE THEATRE

Featuring

These exclusive sessions take place upstairs in the executive conference centre.

Find out more at www.servicedeskshow.com/education

TUESDAY 29 APRIL

WEDNESDAY 30 APRIL

10:30 Investing wisely on your ITSSM tools

10:30 Telling your story with Business Value Dashboards

Jeffrey Brooks, Gartner

Jeffrey Brooks, Gartner

Jeffrey Brooks of Gartner talks about selecting technologies appropriate to your business that will also support future plans, and explains how both the Magic Quadrant for ITSSM and Critical Capabilities for IT Service Catalog tools are complied. The session will arm you with a solid understanding of the current trends in buying behaviour and what questions to ask potential vendors in order to make the most of your time at SITS14.

Demonstrating infrastructure and operations business value is critical to growing investments, yet remains a challenge for most infrastructure and operations leaders.

Business value dashboards offer an alternative approach to traditional performance and productivity metrics reporting, helping IT break down faulty assumptions and take pragmatic steps to start clearly demonstrating their positive impact on business priorities.

Understand how the Magic Quadrant for ITSSM is complied - and what it teaches Learn the crucial question to ask suppliers when deciding what to buy Ensure you select a product which supports your current - and future - plans

Why you are measuring the wrong things to get the desired outcome Understand why we must reframe our story to help business understand our contribution Learn how business value dashboards offer a smarter approach to measuring success

12:30 PANEL DEBATE: Which came first: the catalogue or the portfolio?

Despite the service catalogue being a well established concept, many IT support operations are still struggling with it. And even worse, even fewer have defined their actual services. This panel debate led by Gartner analyst Jeffrey Brooks questions whether the problem lies with the catalogue and portfolio concept, or the culture and approach to IT services as a whole, and will offer advice on how to make it work for your organisation.

Understand the connection between the service catalogue and IT portfolio Learn whether the problem is caused by poor culture, or process, and how to remedy it Advice on how to deliver an accessible and useful body of services to the business

14:00 The customer service myth

12:30 PANEL DEBATE: CIO and IT leader relationship counselling This session will provide a unique look at the disconnect that often exists between the CIO’s office and the team responsible for executing the leaderships vision. Join Gartner Analyst Jeffrey Brooks as he holds a therapy session akin to couples counselling to show how both parties can gain better understanding through more active communication and alignment, which ultimately yields better service and support for the business.

Learn why two parties crucial to delivering effective IT can’t get along Strategies for bridging the gap Destroy the barriers that stop IT and senior managers working effectively

14:00 Ephemeral Knowledge - the shift to disposable culture

Noel Bruton, Bruton Consultancy Noel Bruton says misconceptions around the concept of 'service', chiefly gauche suggestions such as "smile on the telephone", means that confusion around what we should be delivering is rife. This session promises to deliver the truth about customer service as it affects IT support, with Noel drawing on his experiences in the field and his methodologies to present a definitive look at this important topic.

A clear definition of what service means to IT support Learn where to discover innate 'service' expertise Tactics for delivering the interactions your customers want

Chris Dancy, ServiceSphere For more than thirty years, IT has been struggling with knowledge management. In an information-rich age, this struggle has led us to the Age of the Disposables. From Snapchat and Workshifting and Car2Go to URLs that expire, couch surfing apps, and even APIs that direct you to Meetup for free meals, we live in a temporary world.

Chris Dancy is your guide to information, technology, people and life.

Navigating the move from information and asset ownership to temporary culture Examples of how temporary media can help your business How IT professionals must adapt to the age of information velocity

HOT TOPIC ROUNDTABLES

Sponsored by:

Learn from and share experiences with your industry peers at one of our facilitator-led small group discussions.

13:15 14:30

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

30 APRIL

12:00

29 APRIL

10:45

HOT TOPIC 1

HOT TOPIC 2

HOT TOPIC 3

Successful self service

BYOD

Making OLA's easier and achievable

Hiring & motivating great IT talent

Emerging methods: Agile, Devops

Lean ITSM - Better, quicker, cheaper

Measuring metrics: Knowing what data matters

Effective IT governance

Problem & incident management

Building & using knowledge bases

Reactive to proactive service desk

Improving your BRM strategy

HOT TOPIC 1

HOT TOPIC 2

HOT TOPIC 3

BYOD

Improving your BRM strategy

Problem & incident management

Hiring & motivating great IT talent

Making OLA's easier and achievable

Effective IT governance

Reactive to proactive service desk

Lean ITSM - Better, quicker, cheaper

Emerging methods: Agile, Devops

Successful self service

Measuring metrics: Knowing what data matters

Building & using knowledge bases

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

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SEMINAR THEATRE

1

SPONSORED BY

All sessions at SITS14 are FREE on a first come, first served basis when you collect your tickets from Seminar Registration on the show days. Alternatively why not beat the queues and build your own bespoke training programme by booking your chosen sessions in advance for just £6 per session? Find out more at www.servicedeskshow.com/education

Seminar Type: Case Study People & Performance Strategy & Process

TUESDAY 29 APRIL

WEDNESDAY 30 APRIL

10:00 Reimagining the role of IT

10:00 Respect the service desk

Patrick Bolger, Hornbill Service Management

Barclay Rae, Barclay Rae Consulting

Frameworks, maturity assessments, and service improvement initiatives may be delivering value for IT, but does the customer benefit? This is a new economy, with new rules, and we must re-imagine the role IT has to play in delivering business outcomes. This session examines how IT can be more agile, using continual improvement and collaboration to drive value from the customer’s perspective.

Often the service desk is blamed for things beyond its control and receives little support from its own colleagues across the IT organisation. This session explains how the 'supply chain of service provision' (processes, accountabilities, governance, support) works and provides clear guidance on how to counteract negative perceptions and build a successful team approach to service delivery.

Why traditional attitude, behaviour and culture needs to be modernised for next generation service management Learn how collaboration drives continual improvement Strategies to increase the visibility of IT value

10:50 Gocompare.com: A Service Desk Transformed Ben Wigley, Head of IT Service Management, Gocompare.com Within two years, the Gocompare.com IT department completed a journey from an email ticketing help desk system to a single point of contact ITSM service desk. This session will detail the steps taken, explaining how other service desks can also enjoy increased visibility, and improved communications and relationships with the business, by delivering a proactive service.

How to make the leap from an email ticketing help desk to a single-point-of-contact ITSM service desk Learn the significant mindset/behaviour change that results from a more professional, customer-orientated focus Lessons learned with hindsight and post project reviews about what Gocompare.com would have done differently

12:20 Habits of highly successful service desk managers David Wright, SDI SDI’s director of professional services, David Wright, draws on his extensive industry experience to challenge perceptions around what constitutes a great leader, the strategies and qualities shared by the best service desk managers, and how to encourage and extract those qualities that will drive IT support forward.

Discover how to become a better leader Understand the practical tools you can use to inspire your service desk team using reward and recognition How you can encourage the right behaviours in your team in-line with your company's strategy

13:10 Supporting the Royal Australian Navy’s billion-dollar ships Greg Warner, Team Leader, BAE Systems Australia BAE Systems Australia, the country’s largest defence contractor, will explain how the Australian Department of Defence uses its service desk to meet the challenging task of supporting assets of huge value - both financially and strategically.

Tips for supporting extremely complex and high value assets How to build collaboration between different organisations, teams, and security access levels Advice for fast tracking problem resolution by connecting the end users with service desk and engineering teams

14:00 PANEL DEBATE: Social collaboration in ITSM - the next big thing, or big time-waster?

There is a groundswell of support for the idea that traditional 'best practice’ cannot keep up with the demands of a rapidly changing technology market. Social collaboration is being touted as the next big thing for solving IT challenges, yet few organisations have reported using this approach to great effect. This session looks at the reality behind the hype, explaining the fundamental changes to people, process and social technology that must take place for this new approach to transform IT services and the way businesses communicate.

Learn the crucial differences between collaboration and team-work Avoiding the destructive habits of failed collaboration How to create the foundations of successful collaboration

14:50 The Human Information System - BYOD, wearable computing and imperceptible electronics Chris Dancy, ServiceSphere You are the greatest information system that you will manage, own, or work with.

BYOD is just the beginning; Google Glass, health sensors, and every form of ambient, calm computing you can think of means that everything we see and do will be recorded and measured. Moving towards a future of imperceptible devices, how do we create the greatest value for our organisation given the way data affects our personal lives and culture?

What is ‘wearable computing’ and how will it lead to the rise of the Imperceptibles Using responsible bi-directional surveillance in the workplace How to harness wearable computing in knowledge work

15:40 Why cost is IT’s new world order Eileen O’Mahony, WMPromus ITSM in no longer about maintaining technology, it must drive integration throughout the enterprise, meet the expectations of an increasingly tech-savvy community and drive business innovation. This presentation links these lofty aims with the ever thorny issue of cost to help you create a support operation that delivers what’s needed - and has the receipts to prove it.

Clarity on the real issues holding back service desks Guidance on the need for cultural, ownership and governance changes across the IT organisation Practical tips on how the service desk can gain respect

10:50 Network Rail service desk: the journey from fixer to fulfiller Matt Turner, Service Desk Manager, Network Rail Network Rail’s Service Desk struggled to perform dependably and so embarked on a project to improve processes - built around Axios’ assyst - based on what customers told them was important. This session explains how this work-in-progress has already improved first call resolution, increased 'value' of contacts by 66 per cent and driven down costs for an estate which has grown by more than 10,000 IT users.

Record and analyse data to identify weaknesses and fixes Becoming more 'social' to improve customer communications Improve relationship with project delivery and other key areas of support to move towards a DevOps approach

12:20 Is ITSM the best we’ve got? New approaches to delivering business technology Peter Johnson, Fairday Research Work psychologist Peter Johnson presents an alternative to the current and not always successful modes of conceptualising the IT service desk, drawing on complexity science, psychology and philosophy to create a new approach. If you suspect that ITSM or current methods are imperfect, and are looking for fresh ideas, do not miss this session.

New ways of conceptualising the IT service desk, leading to competitive advantage Rethink your approach to ensure staff are focused upon service excellence Build pathways towards future evolution and progress of key IT service concepts

13:10 Game on: Learn how to gamify your IT services and projects Jason McClay, G2G3 Gamification can help drive desired behaviours for operational, communications and education-based ITSM tasks, or drive the success of specific IT enterprise projects and initiatives. This interactive session teaches you how to 'gamify' your processes, services and projects.

Gain practical understanding of how gamification can drive significant value to IT enterprises Learn the basics needed to begin implementing gamification Receive a gamification card deck to guide you through the process

14:00 PANEL DEBATE: ITIL: the final showdown?

With IT changing at a phenomenal rate many are beginning to question ITIL’s viability as a guiding light for service management. Join our panel as they debate all aspects of ITIL: its new ownership and the direction they are taking it, and the changing context which the framework finds itself in, as part of this definitive SITS14 ITIL showdown.

Join the debate about the current and future direction of ITIL Learn different approaches to fixing ITSM challenges Find out what the industry thinks of ITIL’s immediate future

14:50 ITSM to feed the world Tom Bailey, Alemba & Marc Brown, World Food Programme As part of the United Nations, the World Food Programme (WFP) gives food assistance to 90 million people in 75 countries, operating in some of the earth’s most challenging environments. This presentation shows how a centralised approach to ITSM has helped tackle some of these enormously important and challenging issues.

How centralised ITSM and tools can improve the effectiveness of the service desk and field IT support Using ITSM and ITIL to overcome real-world challenges Make efficient use of resources to deliver vital services

15:40 What is ‘value’ anyway Adam Poppleton, BrightOak Consultancy Service management guidance tells us that a service is defined by the 'value' we deliver to our customers, but what is this concept of value and why it so illusive?

Former IT manager Adam Poppleton draws on his experiences in the field, as well as the ITIL Service Strategy books, to explain how everyone can deliver and demonstrate value.

A practical explanation of what value is and where it comes from A series of real-world based examples and explanations of how service providers get it wrong (and why) A set of practical steps and advice as to how to avoid the same mistakes

Identify the external influences that have altered the aims of ITSM Prepare a strategy that is forward-looking yet cost-conscious Learn how to quantify your actions

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All sessions at SITS14 are FREE on a first come, first served basis when you collect your tickets from Seminar Registration on the show days. Alternatively why not beat the queues and build your own bespoke training programme by booking your chosen sessions in advance for just £6 per session? Find out more at www.servicedeskshow.com/education

Seminar Type: Case Study People & Performance Strategy & Process

TUESDAY 29 APRIL

WEDNESDAY 30 APRIL

10:00 10 tips for Software Asset Management

10:00 How many support staff do you actually need?

Vawns Murphy Guest, Change & Release Manager, Virgin Media

Noel Bruton, Bruton Consultancy

Organisations across the globe are being fined millions of pounds by software houses for either under licensing or for not having proof of appropriate licences. Regulations such as SOX or BASEL III mean having a strong SAM process is more important than ever, and here Vawns Murphy Guest shares her extensive experience with ten simple tips to keeping on the right side of laws and regulations.

How did you arrive at the present IT support headcount? Was it by scientific approach? Or perhaps by reactive recruiting, budgetary circumstance and accident of history? Noel Bruton explains the science-based calculations which predict, quantify and justify first- and second-line IT support staffing levels with an unprecedented level of detail and confidence.

Identify the most urgent SAM priorities Tips for shoring up all elements of software deployment Integrate your SAM strategy with other related processes

Learn how staffing number affect service levels Discover why a scientific approach to staffing numbers is a must How quantifying other costs can help service desks gain trust and support

10:50 Picking your ITIL battles at Midcounties Co-operative

10:50 Cool heads, red hot service desk

Sheridan Hindle, Head of IT, The Midcounties Co-operative

Jo Johns, Jo Johns Education

This presentation covers the drive for efficiency in a rapidly growing organisation through the use of ITIL processes, focussing on making use of the bits of ITIL that work and discarding parts that do not. This case study also shows how Midcounties Co-operative created a self-service portal as part of a drive to improve service to 10,000 people.

If you can keep your head when all about you are losing theirs...you should be working in a service desk. Not known for a slow and steady pace of life, the service desk is often more akin to a MotoGP race where the pace is always fast and furious. This session looks at the qualities and skills that create a world-beating service desk team that is valued by the organisation.

How to manage rapid growth through effective use of your service management solution Effectively use ITIL processes: incident, problem, service and change request Overcoming challenges related to call logging by self-service portal development

12:20 Empowering the people behind the headlines at News UK Joanne McQueen, Service Transition Manager, News UK Delivering an excellent customer experience needs all support staff to work together, and metrics that drive the right behaviour. Joanne McQueen of News UK explains how to change your culture and redefine reporting to improve customer satisfaction, and incident and problem resolution.

Tips for creating a best-in-class service desk Learn which metrics drive behaviour which helps service satisfaction soar Learn about the customer-culture which powers News UK

13:10 The 'CSI Triangle' which unlocks service quality Barclay Rae, Barclay Rae Consulting CSI is often tacked on the end of a project, but should be an integral part of what we do. Knowledge, problem management and reporting are key aspects of CSI and fundamental to the success of all ITSM processes, yet we don't see many organisations successfully doing this. Barclay Rae’s session provides practical insights on how to make this 'triangle' work for service operations.

A clear view on how and why to focus on CSI and achieve business success Clarity on the key functions and benefits of knowledge management, problem management and ITSM metrics Practical tips on how these areas work together and how to integrate them

A reinforcement of the value and contribution a good service desk can make to the organisation A check-list of some key qualities and skills that will help to build the perfect team Awareness-raising activities that service desks should be using

12:20 Shared services at Norfolk Educational Services Stuart Mullineux, Director of Campus Services, Norfolk Educational Services The efficiencies promised by shared services make it financially enticing, but the challenges they present can seem insurmountable. This case study explains how Norfolk Educational Services successfully met these challenges, offering real examples for any merging service desk, or those who wish to incorporate departments such as facilities or HR. The benefits of the shared service centre management approach including cost savings and common processes Learn the power of having one point of contact for end users An understanding as to how to involve all stakeholders in the process

13:10 How to successfully implement chat support Greg Cowart, Bomgar From saving money to increasing productivity and improving customer satisfaction, chat seems the perfect IT support channel. In reality, implementations often fail to meet expectations and rarely deliver the promised ROI. This session explains why most chat initiatives fail and outline eight best practices for reaping chat’s rewards.

Benefits of moving support calls from phone to chat Why some chat initiatives fail Best practices for implementing chat and delivering results

14:00 25 years of the service desk; how do you stack up?

14:00 A view from the project manager

John Fahey, STI

Duncan Watkins, IT Project Manager, Serco

With more than 400 organisations completing the 2014 Service Desk survey, John Fahey provides a definitive snapshot of the industry. From staffing numbers, call volumes, SLAs and attitudes to ITIL, this session offers a real-world look at service desks - and where you stand in comparison. All attendees receive a free copy of the report.

This seminar will talk about release management, but from the project manager's point of view to explain where and why friction occurs. Drawing on his experience working in both environments, Duncan Watkins will reveal the guiding principles which help get buy-in from those delivering changes into the existing service environment and how to make the transition into 'business as usual' a smooth one.

Collect your free copy of the 2014 Service Desk survey Learn the trends affecting the industry Understand how your service desk stacks up

14:50 Governance and fragmented IT: must service desks let go?

Suresh GP, HP While adherence to changing regulatory and legal compliance makes IT governance more important than ever, tightly controlling technology contradicts demands from the business for more flexible IT. This session questions the role of governance, why it must still remain a priority, but looks at how to create enough leeway to ensure the business doesn’t look elsewhere for IT services.

How IT governance can help businesses adapt to changing business trends Practical tips to make organisations compliant to legal, regulatory and contractual needs Case studies to illustrate practical benefits of applying IT governance to minimise risk

A better understanding of the challenges of project management Learn the differences between service and project goals, and how to align them How to pragmatically approach release management

14:50 Is ITSM no longer in charge of service management?

Kevin Leslie, HP The availability of cloud software and the ubiquity of mobile devices mean that any individual or business unit can build service management independent of the IT department. Kevin Leslie will explain how IT can harness social collaboration to become a strategic service provider and indispensable business asset.

Hear how new technologies in multi-supplier environments enable IT as a service broker to the business See how social collaboration drives better service quality by connecting IT and the business into a single conversation Learn how big data can secure IT’s role as a partner in the business by building competitive advantage

15:40 Motivating a 300% improvement in service desk efficiency

15:40 Skills for the 21st century service desk

Girish Mathrubootham, Freshdesk

Matthew Burrows, BSM Impact

Maintaining service desk morale is a never-ending challenge for managers, and in this session Girish Mathrubootham explains how integrating game mechanics can help overhaul your approach to motivation, bringing an element of fun back into IT support.

In this practical session, Matthew Burrows describes how to revolutionise recruitment away from the current 'word search' matching experience, baseline current skills, effectively allocating training budget, and implementing continual professional development, to ensure your service desk is equipped to deal with the challenges thrown at it. All attendees will be offered a free SFIA Skills Assessment.

Why service desks should worry about agent morale and productivity How to make the helpdesk a proactive and fun place to work Use gaming mechanics to create common performance objectives between IT and the business

Free SFIA Skills Assessment worth £24 How to improve recruitment - as employers or employees Tips on how to drive Continual Professional Development

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

All sessions at SITS14 are FREE on a first come, first served basis when you collect your tickets from Seminar Registration on the show days. Alternatively why not beat the queues and build your own bespoke training programme by booking your chosen sessions in advance for just £6 per session? Find out more at www.servicedeskshow.com/education

Seminar Type: Case Study People & Performance Strategy & Process

TUESDAY 29 APRIL

WEDNESDAY 30 APRIL

10:00 Solid metrics for The Coal Authority

10:00 Benchmarking your service desk success

Craig Jeacock, ICT Senior Service Manager & Architect, The Coal Authority

Howard Kendall, SDI

A combined presentation between The Coal Authority and TOPdesk; this presentation looks at the decision making process behind the what, the why and the how of analysing data generated by the service desk. Hints, tips and tricks will be shared alongside, industry trends and practical examples.

How to improve reporting, and share it effectively Understand who will be interested in what data Avoid the pitfalls of KPI's and keep most of the people happy most of the time

In this session Howard Kendall, founder of SDI, shows why benchmarking your service desk is not generally useful if done on a one-off or isolated basis. Instead, he explains how and when to test your capabilities, what other processes and methodologies are compatible, and how to put your findings into practice.

Best practices and tools for benchmarking your service desk What to benchmark your service against, and when to do it How to start your continual service improvement journey

10:50 The 'Do It Yourself' service desk

10:50 First steps to effective problem management

Christope Capel, Atlassian

Alex Hocking, Marval

Atlassian’s legal team will demonstrate how it maximised the efficiency of its legal team and added value to the business by building a self-service desk, which copes with an annual doubling of service requests, and allows the team to prioritise those issues impacting business performance.

Problem management is critical to ITIL service transition, but too few organisations have mastered this critical process. In this session, you will learn not only how to improve problem management, but also how to embed it at all levels of the service desk and your working life.

Practical advice, exemplars and guidance on problem management Highlighting the common mistakes that hamper its adoption Key benefits that will help you 'sell' problem management to key stakeholders

12:20 Is ITIL ready for the DevOps approach?

Kaimar Karu, MindBridge After introducing DevOps at last year’s SITS, Kaimar continues the story with a step-bystep look at what it means to apply its principles to key ITIL processes. The session also covers the need for cultural changes, how to ensure minimal disruption from incidents; showing the business value of problem management; how to work with agile development processes while maintaining control over changes; and making the CMDB work.

Understanding the links and benefits of merging DevOps and ITIL How to reduce bureaucracy while maintaining control Learn about the DevOps-related approaches that can overcome traditional ITSM challenges

13:10 More calls, more intelligence, more satisfaction for Datrix Desire Cilliers, Service Manager, Datrix As a managed service provider, Datrix’s service desk plays an important role supporting and ultimately retaining customers. This case study details how a programme of continuous service improvement, linked to a smarter approach to reporting and decision making, has helped Datrix and its technology partner Autotask impress customers by improving all aspects of the support business.

Advice for handling a 60 per cent increase in calls logged How to produce useful reports in one day instead of five Learn how increasing customer satisfaction improves retention

14:00 Is your IT support passing the BYOD challenge?

Sarah Lahav, SysAid There are myriad BYOD challenges: working out what to support, with what service levels, and defining what is beyond your capabilities. This session will help you understand how robust your strategy is, and also explains why rather than being something to fear, fully embracing BYOD can increase productivity, improve security, and prevent floods of calls hitting the service desk.

How to assess your BYOD policies Hone and tweak existing policies Align BYOD with your business priorities and budget options

Automate your business’ processes and workflows Provide the business with a self-service catalogue to reduce your team's workload Prioritise requests that are doubling annually to focus on the highest-value matters

12:20 Lessons in ITSM speed Gareth Brown, Head of Customer Services, Oxford Brookes University Covering mobile device management, a compliance audit, XP migration, and the deployment of a self-service portal, this inspiring case study is a lesson of how a service desk can succeed at managing multiple complex projects, and improve user satisfaction and make better use of the physical estate as a result of their endeavours.

How to implement mobile, compliance and physical management solutions Learn how a user focused modern educational institution has re-engineered its IT to provide the highest levels of user satisfaction Clear-use case for using cloud based solutions to eliminate reliance on in-house data centre resources

13:10 INPS is transforming IT support for UK GPs Christian Nagele, CentraStage & Phil Stickland, INPS INPS explains how it harnessed cloud technology to help support 2500 GP practices and 40,000 users in the UK health sector, creating a service that is highly effective, highly visible, highly proactive and highly regarded.

Learn how to tackle technological change in a fast-changing sector Understand the benefits and challenges of using of cloud-based technology Why remote monitoring can lead to improved service levels

14:00 Making peace with the enemy - a rough guide to supplier management Barry Corless, Global Knowledge In 2014, service integration often involves knitting together a fog of suppliers in an 'as a service', BYOD environment, with IT expected to manage an eclectic mix of suppliers chosen for them by disparate customer groups. Barry Corless explains how to work effectively in this new challenging environment.

Advice on supplier management from many sources both inside and outside the IT environment Understanding that trust can be a major ROI in supplier relationships What to do when you realise you're not a supplier's key account

14:50 Maintaining effective service level management as IT moves to the cloud

14:50 Lessons from MSPs on delivering world-class service

Dr. Don Page, Marval

Dave Sobel, GFI MAX

Services are increasingly composed of on-premise and cloud-based business services, IT infrastructure and applications. This heterogeneity adds to the complexity of Service Level Management, whether monitoring service levels with customers; operational level agreements with second line teams or under-pinning contracts with your suppliers. This session will outline how to simplify this complex SLM requirement to ensure you keep your promises to customers.

Now businesses can choose outsourcing and powerful, easily accessible cloud-based software, IT departments now find themselves in a competitive environment. Dave Sobel draws on his background running a managed service provider in a sector fully acclimatised to delivering IT under commercial pressure, to illustrate how a combination of technology and savvy can deliver services that increase revenues and margins.

Real-world examples of how MSPs deal with commercial pressure Why a customer-first approach is the best route for service desks How to alter focus away from operational goals, towards a cost and profit-led approach

15:40 The big agenda: prioritising those tickets that hold the real value Quentin McPhee, Vivantio

Practical guidance on keeping your promises and the key pitfalls to avoid Go home with a sample strategy you can use to engage with the business and your customers Learn the benefits of using forward scheduled SLAs

15:40 ITSM lessons from consumer champions Jon Hall, BMC

The old and tired method of ordering tickets by their SLA time remaining is no longer good enough for service desks aiming for quality. This seminar offers fresh approaches to prioritising that can cater for all possible requirements, ensuring the assignment of work in a way that achieves the greatest value for the business.

Businesses such as Uber have taken an established customer transaction - booking a taxi - and applied a modern, slick, experience. The results have been huge: despite higher prices, satisfaction scores are sky-high. This seminar looks at how leading consumer applications are changing the expectations of ITSM, and how IT support must respond.

Gain insight into different methods of prioritising service desk tickets Recognise how the different methods of prioritising can achieve improved business value Understand the link between service level agreements, business value, availability and priorities

Understand more about the successes of consumer-driven service delivery models, and how they will impact the ongoing consumerisation of IT Respond to changing customer behaviours and expectations Gain some insight into the future of cutting-edge IT service tools

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