Conference Programme

Monday 18th June

Tuesday 19th June 

  Registration and Exhibition 

Chairman's Welcome

9.10-10.10

KEYNOTE: Upside Down Management

James Timpson

Ever considered turning your management style on its head? James will show you how and highlight the rewards you can reap.

 KEYNOTE: People Management & Satisfaction - The Staff, the Whole Staff and Nothing but the Staff

Ken Goff

Ken will deliver an energetic and upbeat 'round-up' of the most important management do's and don'ts for service desk professionals.

 Coffee Break & Book Signing with James Timpson

Breakout 1: The Traditional Helpdesk Is Dead, Long Live The Service Desk Don Page, Marval       

Breakout 2: What Do Ducks and Service Desk Standards Have In Common? Tony Probert, Cherwell Software

Breakout 3: Integrated Systems Drive The Service Support Supply Chain Andrew Smith, Numara

 Lunch and Exhibition

 Benchmark for Service Desk Excellence

Your chance to hear what makes a winning service desk from the finalists of the IT Service Excellence Awards 2012

 Breakout/Workshop Sessions: Best Practice Leadership, People & Resources

Breakout 1: People Management with Ken Goff
From within the attendees of this session, the intention is to create a few smaller teams, each charged with discussing and producing a 'Top 3' list of issues - and solutions - for a range of people management related topics (such as motivation, conflict, empowerment, etc.)

Breakout 2: Inspirational Service Desk Leadership
Join Keith Greatorex, service desk manager at the Co-operative Banking Group, to discover just how he rapidly brought together two teams from different backgrounds and cultures into a highly motivated and cohesive 3*certified service desk team. He will share why his background outside of the service desk gave a totally fresh perspective in to how to achieve his goals.

Breakout 3: Universal Improvers To Reduce Resource Challenges

This session will be hosted by Robin Goldsbro, internal service support manager, at Telefonica - better known in the UK as O2. He will help you understand the prerequisites for a resource strategy and learn how to choose the best course for your organisation.

 Breakout/Workshop Sessions:  How 4* Service Desks Approach Process

Breakout 1: Using SLM To Demonstrate Your Value  - And Improve Operational Maturity
A practical workshop hosted by Barclay Rae giving guidance on how Service Level Management, including service catalogues and SLAs, can help demonstrate the value of the services you deliver and improve the quality of your reporting and metrics. Barclay will also share his proven 'route map' template and highlight how SLM is the foundation to ensuring overall service desk success.

Breakout 2: Kick-start Your Continual Service Improvement Journey
Paul King, AXA-PPPs IT Service Manager for Continual Service Improvement, will take you through some of the CSI must do’s, can do’s and don't do’s so that you can kick-start your CSI journey or add to your current initiatives. Whether it’s a simple process tweak or a heading off in an exciting yet challenging direction there’s something out there for everyone. CSI doesn't have to change the world but it is something that your customers should feel part of - and they should definitely feel the benefits otherwise why would we be doing it?

Breakout 3: Problem Management - Making It Work For You
Problem Management may be considered as a core means to minimise incidents, maximising service availability and optimise quality of IT service to your customers.  However, despite clear benefits, Problem Management may not receive the focus and attention it needs to guarantee effectiveness.

TNT Express ICS have elevated Problem Management to a level where it is now a core activity at all levels of the organisation.  In this session, Simon Ball, TNT's Servcice Centre Manager, will share with you how they approached this challenge and the benefits that have resulted.

 Coffee Break and Exhibition

Next Generation User Experience: How to transform it, drive it and obtain the commitment required to make it matter

Sam Ellis, Head of Customer Experience & Satisfaction at Atos, reveals how to reinvent customer satisfaction by learning from organisations outside the world of IT. In an industry often plagued by silos, blame-culture and square pegs in round holes, a powerful strategy can make your Customer Experience journey easier than you think – with the sponsorship it deserves. 

 The Innovation Lab: Facilitated Small Group Discussions

Small and focused, this session give you the opportunity to get intimate with other conference delegates (and a knowledgeable facilitator) to debate, tackle and ulitmately find some solutions to some of the key challenges faced by every Service Desk Manager. Select from:

Internal Marketing - How to improve your service desk's image

Ways to embed culture change - What steps with training, consultancy and tools can help to make the difference and make ITSM a long term success

Team Success - Employing the right people to work in service desk roles

Gamification – The new way to engage people, change behaviours and innovate

Social IT – Applications and implications for the service desk

IT Service Excellence Awards 2012

 Drinks Reception

Wednesday 20th June 

 Conference Energiser

 KEYNOTE : Welcome to the Service Desk of 2017...And Beyond!

Brace yourself, you’re about to be awoken! Chris Dancy will present the vision of the 2017 service desk. He will outline the key areas of change and highlight just how service desks should be developing in order to future proof themselves and meet the  challenges of the future head on. 

 The Nine Key Concepts of 5* IT Service

Ken Goff hosts an interactive Q&A session with our conference speakers that will help you crystalise the learnings, thoughts and actions that you will take back to your service desk.

 Coffee break

 KEYNOTE: Achieving Brilliance Through 5* Service

Michael Heppell

 Chairman's Closing Remarks

 Lunch & Book Signing with Michael Heppell