Metrics & Reporting for IT Service
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Type: Experience Event |
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Date: |
10 March 2010 |
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Location: |
The Ironmonger's Hall, London |
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Price: |
Members - Free* (£125 for additional places) |
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Non Members - £175 |
This event will explain some of the ways in which service desk operational costs can be reduced (without impacting service delivery), from exploring the benefits in ‘the cloud' and how ‘going green' saves money, to providing support in new ways to save money.
Not to be missed this event is for any service desk manager, team leader or service delivery manager who wants to explore new ways of delivering service and saving money and be able to practically demonstrate the ‘real' value the service operation gives to the business.
Agenda
09.25 Welcome
09.30 New Ways to Support Customers While Saving £s!
CASE STUDY: Glyn Matthews, Business Applications Services Manager, Speedy Hire plc.
The construction industry was one of the first sectors hit by the recession in the latter stages of 2007 which meant that Speedy had to adapt to its new environment very quickly.
In this presentation Glyn will discuss in real, practical terms how Speedy have re-organised their I.T. support structure to handle an increased demand on a lower budget. Describing methods the Speedy IT department have used to continue to offer the service that is expected by the rest of the organisation.
10.10 Cost Saving Tools and Technologies - Desktop Virtualisation Best Practice
INDUSTRY EXPERT: Tom Reed, Technical Director, ITopia Consulting
In this session Tom will reveal some best practices around desktop virtualisation. Showing how organisations adopting these new technologies can lower operational expenditure and streamline service desk procedures and workflows. Tom will discuss how this technology can also assist with remote workers lowering the burden on management.
10.45 Event Partners Presentation (TBA)
11:00 Tea & Coffee
11:20 Configuration Management as a Cost Reduction Strategy
CASE STUDY: Mike Matthews, UK Service Desk Product Manager, Atos Origin
CMDB to the max
Building and delivering a successful CMDB of any scale, presents significant challenges. Delivering a large, complex and highly accurate solution, is even more challenging. Based on a case study, Mike will describe the highs and lows and future directions of such a CMDB deployment, with accuracy levels of 99% required by the client!
11.50 Event Partners Presentation (TBA)
12.05 Interactive Group Workshops
13.00 Lunch
14.00 Interactive Group Workshops Feedback
14.30 Green IT - what is it and can it actually save money?
INDUSTRY EXPERT: Jason Kirk, Principal Consultant, Atkins
Atkins is an engineering consultancy that leads in carbon critical design. In this session Jason will use two case studies:
- 'New build' - designing green ICT for the future programme
- 'End of pipe' - using desktop management software within Atkins to reduce power consumption
to look at green IT and the supplementary improvements to the service experience that enable buy in and help build the business case.
15.00 Event Partners Presentation (TBA)
15.15 Tea & Coffee
15.30 Is Virtualisation and Cloud Computing the Answer?
INDUSTRY EXPERT: Adam Ryan, Director of Technology, Research and Development, Virtustream
Virtualisation has been a hot topic for IT Service Desks for the past 5 years and the big next wave is Enterprise Cloud Computing. Find out how the Cloud can be leveraged to drive agility and increase internal productivity for Service Desk operations. Also discover the challenges - and solutions - to successfully extending the service desk into the Cloud.
16.15 Close
