Presentations
'Transformation - War Stories and Practical Survival Tactics'
Matthew Burrows, BSM Impact
Continual improvement is not enough for the service desk! IT transformation is unavoidable, but it requires a different approach. We must be fully engaged to ensure survival and avoid our industry’s normal high project failure rate. Matthew will share examples and tips for a successful and rewarding Transformation Journey.
'From Helpdesk to IT Service Desk – The Macmillan Cancer Support Story'
Andrea Kis and Lena Gaston, Macmillan Cancer Support
The Helpdesk of one the biggest leading UK charities has undergone an incredible transformation, from a small helpdesk of three to a three tier IT service desk providing a high level of customer service excellence. All achieved with limited funds and manpower but determination and drive to excel and reach high industry standards and qualities.
'Online at the Core - A Service Desk Revolution'
Robin Goldsbro, O2
Over 10 million computers were sold last year. 800 million people have accounts on Facebook and 400 million queries are made on Google every single day. Their customers are becoming more adept with IT and spend more time online than ever before. It's time for O2 to change how they support them.
'Transforming Service Desk Culture From 'No' to 'Yes' - The University of York Story'
Sarah Kennedy & Pritpal Rehal, York University
With UK Government funding cuts to higher education and the increased fees for students, the landscape is changing and students are seen increasingly as consumers. Sarah and Pritpal will tell you how through their use of tools and processes they’ve changed their service desk from a culture of saying No to saying Yes.
'Remember to Look Both Ways'
Ken Goff, SDI
Let’s not forget that there are two parties involved in a transformation: customer and provider. Success is only achieved when both groups have their expectations understood, managed and realised. Ken provides a few pointers to the key aspects of ensuring everybody is correctly involved in a change programme.
Interactive Group Workshops
Hosted by the event facilitator Ken Goff
The SDI facilitated group discussions provide the ideal environment to make new contacts within the IT Support industry. Discuss your specific challenges; benchmark your service desk against similar organisations and gain real insights into the technologies your industry peers are using to improve their service levels and business relationships. This is your opportunity to benefit from the experience and expertise of those in the know - your industry colleagues.
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