Agenda
Agenda
| 9.25 | Welcome |
| 9.30 | Transformation - War Stories and Practical Survival Tactics Industry Expert: Matthew Burrows, Managing Director, BSMimpact |
| 10.10 | From Helpdesk to IT Service Desk – The Macmillan Cancer Support Story Case Study: Andrea Kis, IT Service Delivery Manager and Q&A Lena Gaston, IT Service Desk Manager, Macmillan Cancer Support |
| 10.45 | Event Partner Presentation |
| 11.00 | Tea & Coffee |
| 11.20 | Online at the Core - A Service Desk Revolution Case Study: Robin Goldsbro, Service Desk Manager, O2 |
| 12.00 | Event Partner Presentation |
| 12.15 | Interactive Group Workshops |
| 13.15 | Lunch |
| 14.00 | Interactive Group Workshops Feedback |
| 14.30 | Transforming Service Desk Culture From 'No' to 'Yes' - The University of York Story Case Study: Sarah Kennedy, Support Office Team Leader & Pritpal Rehal, Digital Workspace System Administrator, York University |
| 15.10 | Event Partner Presentation |
| 15.25 | Remember to Look Both Ways Industry Expert: Ken Goff, Industry Expert and Public Speaker, SDI |
| 16.00 |
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09.25 Welcome
09.30 Transformation - War Stories and Practical Survival Tactics
Industry Expert: Matthew Burrows, Managing Director, BSMimpact
10.10 From Helpdesk to IT Service Desk – the Macmillan Cancer Support Story
Case Study: Andrea Kis, UK IT Service Delivery Manager, Macmillan Cancer Research
10.45 Event Partner Presentation
11:00 Tea & Coffee
11:20 Online at the Core - A service desk revolution
Case Study: Robin Goldsbro, Service Desk Manager, O2
12.00 Event Partner Presentation
12.15 Interactive Group Workshops
13.15 Lunch
14.00 Interactive Group Workshops Feedback
14.30 Transforming service desk culture from No to Yes - the University of York Story
Case Study: Sarah Kennedy, Support Office Team Leader & Pritpal Rehal, Digital Workspace System Administrator, York University
15.10 Event Partner Presentation
15.25 Remember to look both ways
Industry Expert: Ken Goff, Industry Expert and Public Speaker, SDI
16.00 Close
09.30 Transformation - War Stories and Practical Survival Tactics
Industry Expert: Matthew Burrows, Managing Director, BSMimpact
10.10 From Helpdesk to IT Service Desk – the Macmillan Cancer Support Story
Case Study: Andrea Kis, UK IT Service Delivery Manager, Macmillan Cancer Research
10.45 Event Partner Presentation
11:00 Tea & Coffee
11:20 Online at the Core - A service desk revolution
Case Study: Robin Goldsbro, Service Desk Manager, O2
12.00 Event Partner Presentation
12.15 Interactive Group Workshops
13.15 Lunch
14.00 Interactive Group Workshops Feedback
14.30 Transforming service desk culture from No to Yes - the University of York Story
Case Study: Sarah Kennedy, Support Office Team Leader & Pritpal Rehal, Digital Workspace System Administrator, York University
15.10 Event Partner Presentation
15.25 Remember to look both ways
Industry Expert: Ken Goff, Industry Expert and Public Speaker, SDI
16.00 Close
