n Exhibition – Over 250 products and services from the most innovative and trusted suppliers. n Indispensable seminars – Expert-led practical sessions and case studies in three dedicated theatres. n Breakfast Briefings – Essential research, industry comment and audience debate. n Keynote Theatre – Discuss how to work smarter, not harder and explore the dynamics of Problem Management. n Workshops & Panel Discussions – Participate and interact in must-attend sessions. n Simulation Zone – Experience the urgency, pace, and impact of IT decisions without the real-life stress! n Hot Topic Roundtables – A great opportunity to discuss a host of service desk related matters with your contemporaries. n Show Bar – Network with industry colleagues or just take a break from the exhibition to reflect. n SDI Zone – Meet some of ITSM’s leading independent specialists to discuss people issues and your own management strategies. n White Paper – ‘Mind the Gap’ researches the gap between IT services and what the business really needs. SHOW HIGHLIGHTS IT service management has not only survived the recession, it has become an essential weapon to ensure that businesses prosper during the ongoing tough market conditions writes James West, Editor of Servicedesk360.com. A report by industry analyst IDC says that despite almost universal IT spending cuts, worldwide sales of change and configuration management grew by three per cent in 2009. With over $4 billion spent on change controls last year, IDC predicts the upward trend to accelerate, with growth of 5.6 per cent expected in 2010. Even bigger growth is expected for problem management software, which includes the service desk, with IDC stating that spending will swell by 5.9 per cent this year. Service management is prospering because it promises to solve problems shared by every business, regardless of their size or type – how to control and reduce costs while getting more from their spend. Organisations are no longer comfortable allocating budgets with little proof of value and IT managers have no choice but to get to grips with all aspects of their operations, and it is this learning PREVIEW 2010 THE UK’S LEADING IT SERVICE MANAGEMENT & SUPPORT EVENT 27 - 28 APRIL 2010 EARLS COURT, LONDON www.servicedeskshow.com The show that ticks all the boxes At a time when interest in IT excellence and its value to the business is accelerating, thousands of visitors are expected to pour into Earls Court on 27-28 April as the focal point of the service management calendar, the Service Desk & IT Support Show, gets underway. The extensive exhibition and programme offered at the event share the same goal – how to deliver efficient, cost-effective service while embracing the explosion of interest in emerging technologies. Key issues around controlling costs, managing staff, and improving service and user confidence will also be explored in detail. Once the preserve of the service management specialist, the process-led ethos of the industry is attracting greater interest as businesses expand their IT usage. Reflecting the cross-over into the wider business world, the Service Desk and IT Support Show is co-located with Infosecurity, billed as Europe’s largest event dedicated to IT security. The educational programme promises to be the best yet, with over 100 sessions presented by blue chip companies including Intel, Comet and Danone, and featuring keynote presentations from Stephen Mann of Ovum and Ken Goff of SDI. As well as the popular breakfast briefings, new for 2010 is the Simulation Zone that guides participants through real-life scenarios to teach the principles of ITIL and service management. Alongside, the Service Desk Institute is hosting The SDI Zone, where you can meet some of ITSM’s leading independent specialists to discuss your people issues and your own management strategies. Meanwhile, Hot Topic Roundtables will dissect issues such as implementing a service catalogue and motivating staff through difficult times. See inside for the full programme of events. There really is so much happening to inform, inspire and put into practice at this year’s event. Make sure you put the dates in your diary and register to visit at www.servicedeskshow.com. Harness the power of 21st century ITSM continuedonpage3 ALSO INSIDE page Service-now.com Winter release... 3 New Hornbill & SDI white paper.... 3 LogMeIn unattended access..........4 Get fizzy with EMC......................... 4 Assyst with cost-cutting................. 5 License management..................... 5 On the move with Cherwell............ 6 Mobile again with Apple’s iPad......7 Manage people, leverage value......7 Infosecurity Europe.........................7 Double dose from IBM................... 8 Full content programme................. 9
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
ITservicemanagementhasnotonlysurvivedtherecession,ithasbecomeanessentialweapontoensurethatbusinessesprosperduringtheongoingtoughmarketconditionswrites James West, EditorofServicedesk360.com.
PREVIEW 2010THE UK’S LEADING IT SERVICE MANAGEMENT & SUPPORT EVENT27 - 28 APRIL 2010
EARLS COURT, LONDON
www.servicedeskshow.com�
The show that ticks all the boxesAtatimewheninterestinITexcellenceanditsvaluetothebusinessisaccelerating,thousandsofvisitorsareexpectedtopourintoEarlsCourton27-28Aprilasthefocalpointoftheservicemanagementcalendar,theService Desk & IT Support Show,getsunderway.
Aswellasthepopularbreakfastbriefings,newfor2010istheSimulation Zone thatguidesparticipantsthroughreal-lifescenariostoteachtheprinciplesofITILandservicemanagement.
Service-now.com Winter release...3New Hornbill & SDI white paper....3LogMeIn unattended access..........4Get fizzy with EMC.........................4Assyst with cost-cutting.................5License management.....................5On the move with Cherwell............6Mobile again with Apple’s iPad......7Manage people, leverage value......7Infosecurity Europe.........................7Double dose from IBM...................8Full content programme.................9
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Support Show, stand 910, Earls Court 27-28 April
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INDUSTRY NEWS
‘Modern software’ release promises zero downtime
Diary at a Glance
Service Desk & IT Support Show 2010, Brompton Hall, Earls Court 1, London SW5 9TATuesday27&Wednesday28April09.30–17.00EntryisFREE–registertodayatwww.servicedeskshow.com
TheServiceDesk&ITSupportShowisonceagaintheplatformforthelaunchofthelatestexcitingreleaseofIncidentMonitor,thesuccessfulservicedeskapplicationfromMonitor 24-7 Inc.
ThetrickypartismakingsenseofanITservicemanagementworldthatismarkedbyfragmentedinformation,strongopinionsandcliqueylanguage.TheService Desk & IT Support Showisthebeststartingpoint,givingvisitorsthefastestroutetotheservicesuppliersandthoughtleadersthatshapetheindustry,settingthemonapathtoutilisethegreatpowerthatservicemanagementholds.
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Event organised by: VCM Events Tel: 01273 836 800 Web: www.vcm.co.ukEvent preview designed and produced on behalf of VCM by Publishing Events Ltd, Tel: 020 7841 5960 www.publishingevents.com
‘Revolutionary’ solution fizzes with possibilitiesDesignedtosimplifyandautomateyourservicedeliveryfunctionindynamicphysicalandvirtualenvironments,VMwarewillbeshowcasingServiceManagerVersion9atthisyear’sshow.
ISEB credits career buildingISEB–partofBCS, The Chartered Institute of IT–haslistenedtotheviewsofITSMindustryexpertsandkeystakeholdersandhasavisionforthefutureofITIL.
IntelRemotePCAssistTechnology(IntelRPAT)isnowonofferfromBomgar (Stand 336)aspartofitsremotesupportsolutionforleadingserviceprovidersandenterprisesworldwide.
Withsomuchcontentfor2010,anotherroomhashadtobeaddedtoholditall!n Theatre 1, ITIL & Business Process Management,coverseverythingyouneedtobuildanddevelopyourservicedesk–fromimplementingITILinanSMEtomaximisingROIonautomation.n Theatre 2, Technology and People,willlookat–amongstotherthings–gettingbuy-infromtheboard,andnewwaysatrecruiting,managingandempoweringstaff.n Theatre 3, The Solutions Theatre,offersourexhibitorsthechancetogiveyoutheinside-trackontheirlatestproductsandservices–everythingfromSaaStopracticalproblemsolving!
New faces at this year’s show!TheServiceDesk&ITSupportShowisdelightedtowelcome17newexhibitorstotheshowfloor:n Biomnin Cherwell Softwaren ctalkn Goldservn KACEn Licence Dashboardn Logfalconn Practice-ITn Quint Wellington Redwoodn SC Ltdn Service-Nown Specops Softwaren Sysopn Teamstudion The Grey Mattersn U & D Squaren Ultima Business Solutions
Management access on the movepatentpendingseekingandcachingtechnology.Meanwhile,continuingglobalisingandoffshoringofsupportfunctionsincreasestheneedtosupportapplicationserversfromoverseaslocations.
Atthisyear’sshow,DennisAdamsispresentingtheseminarManaging the Key IT Production Resource – People;bringinginsightintomotivatingtheindividualandtheteam,anddemonstratingthat‘theeffectivenessofITisnotintechnologyalone,buttechnologyappliedeffectivelybypeople’.
NEW FOR 2010NewforInfosecurityEurope2010,theDiscussionDenwillbehighlytopical,withastrongfocusonhigh-levelbusinesschallengesandissuesendusersarefacing.Thisisauniqueopportunitytohearaboutvendordevelopments,leadingindustry-expertanalysis,andfromendusersdirectly–allinoneinteractivepaneldebateandQ&Asession.
HOW TO GET THEREInfosecurityEuropetakesplaceatEC1,EarlsCourt,London,UKfrom27–29April2010andisamust-attendeventforallprofessionalsinvolvedininformationsecurity.RegisteringinadvancefortheServiceDesk&ITSupportShowoffersyouFREEaccesstothisevent;noneedtore-register.Forfurtherinformationvisitthewebsiteatwww.infosec.co.uk.
Quick pass to a free lunchFromapassguaranteeschemeandskillsprotectionpromise,topostcoursesupportandafreelunch,Purple Griffon’sITILtrainingschemeoffersmanybenefits,atvenuesacrosstheUK.VisitStand 424attheshowtolearnmore,andtobeinwithachancetowinaplaceonathree-dayITILtrainingcourse.
30 day free trialAfree30daytrialofGoToAssistCorporateisonoffertoallvisitorstoCitrix’sstand(640).Thecomprehensiveandsecureremote-supportsolutionhelpsbusinessestoincreaserevenueandreducecosts,whileimprovingcustomersatisfactionandproblemresolutiontimes.
Practice makes perfectWanttowinsometraining?Notintheclassroombutonthetrack!VisitPractice-ITonStand 930foryourchancetowintheultimatedrivingexperiencearoundaracetrack.Theluckywinnerwillgettodriveahighperformancecararoundatrackwiththeexpertguidanceofaninstructor.Justlikeourlearningsolutionsyouwilllearnbydoing.
Johnny Ball reveals allWhenyouthinkofJohnnyBall,thinkNumara Software!FollowingthesuccessoftheNumaraSoftwareThink!Podcasts,inwhichJohnnyexploresservicemanagementinalightandentertainingway,thepopularBritishTVpersonalitywillbeonNumaraSoftware’sstand,520,signingautographs.
Viva Las VegasWinanall-inclusivetriptothePink ElephantAnnualInternationalITSMConference2011inLasVegas,includingVirginAtlanticflightsdirecttoLasVegas,afournightstayintheworld-classBellagiohotelandadelegatepasstotheevent.VisitPinkElephantonStand 600formoredetails.
Troubleshooting tools save time ThenewsuiteofnextgenerationITsystemsmanagementproductsfromKaseyaisdesignedtomeettherequirementsofvirtuallyanyonewhoneedstomanageITsystems,fromindividualstolargecorporationsandITserviceproviders.
10.30 – 11.10 ITIL: State of the Nation – The Reality of ITIL AdoptionPatrick Bolger, CMO, Hornbill SystemsITILv3hasbeenwithusforalmosttwoyears,yetthereisverylittleinformationavailableaboutitsuptake.Usingresearchfromover500organisations,thissessionlooksatwhymanyITorganisationsadoptonlyafewITILprocesses.
11.30 – 12.10 Successful Service, Asset and Configuration ManagementJohn Maclean, Global Product Manager, VMwareUsingITILassetmanagementbestpractice,JohnMacleanofVMwarewilldemonstratehoworganisationscanoptimiseITexpenditure,avoidingbothover-utilisationandunder-utilisation,andautomateprocurement,allocationandretirementrequestsofhardwareandsoftwareassets.
12.30 – 13.10 The Essential Steps for Setting up a New Service CentreOwen Powell, IT Director, Arts CouncilFormanyorganisations,bothintheprivateandpublicsectors,bringingdisparateservicedesksundertheumbrellaofasinglesharedserviceisnowontheagenda.Focusingonthesixessentialstepsofplanning,recruitment,knowledge,processes,softwareandcommunication,hearhowtheoveralloutcomeofasuccessfulcentralisationcanultimatelyboosttheprofileofITwithinyourorganisation.
13.30 – 14.10 Sin – The Route to SuccessBarry Corless, Director, Akamas Consulting / Chairman itSMF UKPeoplearethekeytosuccessineveryserviceimprovementinitiativebarnone.Andunderstandingwhatdrivesthesepeopleisakeyskillforeverywould-beservicemanager,butITILtellsuslittleornothingaboutthis.Thispresentationwillchallengeyoutothinkdifferentlyaboutthewayyouengageyourpeopleinchangeprograms.
14.30 – 15.10 Fighting IT Complexity and Sharing Understanding with Visualisation and Infographics
Henry Strouts, Business Development Manager, G2G3Fascinatinginsightsandreal-lifeexamplesintothegrowingroleofvisualisationandinfographicsinITandservicemanagement.Specialattentionwillbegiventotheimportanceofvisuallanguage,thecommunicativebenefitsofinfographics,andhowholisticunderstandingdrawspeopleintothedramaoftheirbusiness.
15.30 – 16.10 Unauthorised Change – Process Automation on the Route to Change Discovery
David Crane, Head of New Business Support, ICCMManyorganisationsfacethechallengeofunauthorisedchangeacrosstheirarchitecture.LearnhowtointroducechangediscoveryacrossyourarchitectureandhowtoleveragethistoalerttheITorganisationtothesechangesandtakeappropriateorcorrectiveaction.
ITIL and Business Process Management SEMINAR THEATRE 1
10.15 – 10.55 Implementing Best Practice whilst Improving Team MoraleKaren Tay, Service Desk Manager, Big Lottery FundHavinginheritedalegacysolution,Karenfeltitwasamatterofurgencytoimplementbestpracticeprocesschangesacrossthebusinesstoincreaseproductivityandteammorale.Butwhereshouldshestart?Howshouldsheplantheimplementationwhilecontinuingtoofferaserviceandmaintaintheteam’smorale?
11.15 – 11.55 Alchemy for 21st Century Support – Transforming Knowledge into Cash
Steve Brand, Managing Director, SGSAKnowledgemanagementoftenfailstodeliverthepromisedreturnoninvestmentbecauseteamsfocusonthetoolratherthanthepeopleandculture.Thissessionwillprovidesimpleandpracticaltechniquesforservicedeskemployeestoadoptthatwillleadtoatransformationoftheservicedesk.
12.15 – 12.55 The Art of Positive Thinking – Conceive, Believe and Achieve!Jennifer Macniven, Service Management ExpertDoyoueverdreamofachievinggreatsuccess,inbothyourworkandyourlife?Wouldyoulovetohaveanexceptionalperformingteamwithoutstandingcommitment?Howaboutyouandyourteamraisingthebarandsettingyourselvesapartfromthecrowd,whilstatthesametimelovingwhatyoudo?
13.15 – 13.55 Your Macs Deserve Quality Support too!Manuel Miseré, Managing Director, Mediasyst – A division of the SERVICEPLAN GroupThisisamust-attendsessionforanyITservicedirectorormanagertaskedwithsupportingamulti-platformenterpriseenvironment.LearnhowMediasysthasunifiedITassetmanagement,successfullypreventedtheirMacinventoryfrom‘hidingundertheradar’andensuredthatMacusershavenothadtofendforthemselves!
14.15 – 14.55 Managing the Key IT Production Resource – PeopleColin Shewry, Principal Consultant, Dennis Adams AssociatesITproductionmanagersareveryfamiliarwiththetoolsandmethodologies(ITIL,MOPS,etc.)usedtomanagesystems.However,theymaybelessfamiliarwithtoolsformanagingtheirkeyresources–people.Uncoverthebenefitsofpersonalityprofilingtounderstandyourleadershipstyle,whatmotivatesyourpeople,andhowtogetthebestoutofthem.
15.15 – 15.55 Engaging the BoardMichelle Major-Goldsmith, Head of Training, and David Stephens, Head of Professional Services, SysopOncecastadriftfrombusinesscivilisation,ITisnowallaboutengagementwiththebusinessandgettingbuy-infromtheboard.MichelleandDavidwillexplorethekeyrequirementofmappingITstrategytobusinessstrategy,demonstratingaclearlinktoITservicesandhowtheyunderpintheachievementofbusinessgoals.
Technology and People SEMINAR THEATRE 2
10.45 – 11.15 SaaS vs On-site? How Do You Decide?Russell Wiltshire, Director, VivantioAnincisiveandpenetratinglookintothegrowingimpactofcloudcomputingandsoftwareasaservice(SaaS)intheservicedeskmarket.Withindependentresearchfromrespectedanalystsandevidencecollectedoverthelastsixyears,attendeeswilllearnhowbesttoevaluateon-siteandSaaSservicedeskofferings.
11.45 – 12.15 The Value of Dashboards in a Service Management SettingHarvey Gross, Vice President, Product Development, Datawatch CorporationInthispresentation,thevalueofreal-time,graphicaldatadisplaywillbedemonstrated.SeehowavisuallyintuitiverepresentationofallKPIscanbeconfigured,displayedanddrilled-downtokeydataelements.
12.45 – 13.15 Be the First to Know it’s Broken; it’s all about Event Management!
Ian Aitchison, Technical Director, LANDeskOftenmissedininitialservicedeskimplementations,eventmanagementwithintheservicedeskcansignificantlyenhanceyourunderstandingoftheoperationalstatusofyourinfrastructure.Inadditiontoassistingcommunicationwithcustomers,youcanbenefitfrompowerfulandusefulKPIs.
13.45 – 14.15 I Can See Clearly Now: the Secret to CMDB SuccessJohn Murnane, VMwareAsdatacentrescontinuetobecomemoredynamicandcomplex,theinter-relationshipsbetweenapplications,servers,networksandstoragedevicesspanningphysical,virtualandcloud-basedinfrastructureshavebecomealmostimpossibletomonitor.EnrichyourCMDBusingdiscoveryanddependencymapping.
14.45 – 15.15 Service Catalogue – Beyond the Hype, Can it Really Help my Business?
15.45 – 16.15 Practical Problem SolvingDr Don Page, CEO, MarvalProblemsolvingisaskillthatweneedtodevelop.Butit’sacombinationofgoodcommunication,techniqueandapproach.Donwillprovideapracticalstep-by-stepapproachtoeffectiveproblemsolving–TheProblemSolvingRoadmap.Itsfocuswillbeonhandlingmajorincidentsandteamcommunication.
Solutions Theatre SEMINAR THEATRE 3
Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis
Programme subject to change. Please refer to www.servicedeskshow.com for any updates
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INDUSTRY NEWSSEMINARS
10 Programme subject to change. Please refer to www.servicedeskshow.com for any updates
Wednesday 28 April Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis
10.30 – 11.10 Continual Service Improvement – the Seven Steps to Heaven
David Jones, Head of Service Delivery EMEA, Pink ElephantWithinthescopeofContinualServiceImprovement(CSI),DaveJoneswilltakeanirreverentlookatthesubjectofperformancemetrics,increasingdelegates’awarenessoftheneedtomeasuretherightthingsattherighttimeandattherightpoint.
12.30 – 13.10 Get the Benefit of Business Process ManagementRichard Hill, Director of Technology Strategy, Arts Alliance MediaAnoverviewofhowAAMisusingaBusinessProcessManagement(BPM)drivenITSMtooltoaddressthechallengesofmulti-nationsupport.HearhowBPMreducestheorganisation’stotalcostofownershipandenablesunprecedentedeaseofintegrationwithinternalbusinesssystems.
13.30 – 14.10 Transforming a Fragmented Break/Fix CultureAurelien Sin, Global Services Manager, DanoneBringingtogether17servicedeskswithinasingleorganisationwouldbechallengeenoughformanyservicedeskdirectors.ButDanonehadtogoonebetterastheirservicedesksresidedin17differentcountries!ThetransformationofmultipledeskstoacommonlanguageforIT.
14.30 – 15.10 Using BPR, ITIL & IT Automation to Create a Scalable, Repeatable and Predictable IT Model
Zafar Chaudry, CIO, Liverpool Women’s & Alder Hey Children’s NHS Foundation TrustsDrZafarChaudry,CIOforLiverpoolWomen’s&AlderHeyChildren’shospital,willdescribethejourneytheorganisationundertooktodeliveraneffectiveandefficientservicedeskprovisionusingBPR,ITILandITautomationtohelpuncoverthefinancialandmanagementimplicationsoftheirITStrategy;usingthistocreateascalable,repeatableandpredictableITmodelthatisalignedtotheirbusinessstrategy.
15.30 – 16.10 What does Microsoft Know about Operations?Duncan Anderson, Service Management Consultant, Global KnowledgeAbriefingonversion4.0oftheMicrosoftOperationsFramework(MOF).Nowamatureoffering,findoutwhatthelatestversionofferstothoseworkingontheservicedeskandinsupport.
ITIL and Business Process Management SEMINAR THEATRE 1
10.15 – 10.55 Are Great Leaders Born or Made?Jennifer Macniven, Service Management ExpertWhatmakesagreatleadervsagreatmanager?Isitsomethingwithinyouthatcomesnaturally?Orcanyoudeveloptheseskills?
11.15 – 11.55 Power to the PeoplePaul Gibbons, Technology Support Manager, BBC MonitoringFollowinganaudit,BBCMonitoringembarkedontheimplementationofITILalongsideatechnicalrefreshandrestructureoftheservicedesk.Reflectingonthisradicaloverhaul,PaulGibbonswilldiscusshowthe‘humantouch’ethosdeliveredtangibleresults,improvedIT’sreputationwithintheBBC,andincreasedcustomersatisfaction.
12.15 – 12.55 Next Generation Remote SupportMike Reed, General Manager, IntelCatastrophicissuessuchasharddrivefailure,OperatingSystemissuesorviruscorruptionhavehistoricallyrequiredon-sitesupport.Now,however,therehasemergedanextgenerationsolutiontoenableremotediagnosisandresolutionofsuchissues.
13.15 – 13.55 Staleness in Service Desk Staff – How to Spot it and Avoid it
John Fahey, Training Consultant, STIWorkingonaservicedeskcanbeademandingandstressfuljob.Itisnowonderthatthiscanbecomedrainingandeventuallyimpactnegativelyonattitude.Identifystrategiesforpreventionratherthancure!
14.15 – 14.55 Service Desk Recruitment – Let’s Get it RightKen Goff, Principal Lecturer, SDIOpinionsaredividedwhenitcomestorecruitingfortheservicedeskrole.DowegoforschoolleaversinterestedingettingintoITandusethedeskasadevelopmentareaforfuturemovementintotechnicalroles?Orshouldwebelookingfor‘lifelong-deskies’?
15.15 – 15.55 Applications in the Cloud: Weighing the OptionsDavid D’Agostino, Sr. Solution Consultant and Architect, Service-now.comGainaclearinsightintothedifferencesinCloudandSaaSdeliverymodel.ThroughexaminationofthetrendinusingOpenSourceforcommercialsoftware,you’llhavetheabilitytocalculatethepotentialopportunitytoapplyaCloudorSaaSstrategyinyourorganisation.
Technology and People SEMINAR THEATRE 2
10.45 – 11.15 IT Service and Lifecycle Management in Mixed PC/Mac Environment
Manuel Miseré, Managing Director, Mediasyst, A division of the SERVICEPLAN Group‘PCisbest’saythebusinessadministrators!‘Appleisbest’saytheplannersanddesigners!ButhoweasyisittoensurethattherangeofITservicesyouprovideiseffectivelydistributedandmaintainedacrosssuchamixedinfrastructure?
11.45 – 12.15 Do you Measure Up?Tony Corner, Senior Consultant Trainer, FGIWhat’sthemeasureofyoursuccess?Measuringthepercentageofissuesfixedfirsttime?Ormeasuringthepercentageofissuescategorisedas‘firsttimefixed’fixedfirsttime?Whilstyoucan’tmanagewhatyoucan’tmeasure,itisvitallyimportantthatyoudefineKPIsthatarebothrealisticandachievable.
12.45 – 13.15 Breakthrough Self-Service – Building the Business Case and Cracking the Code
Simon Yelsky, Vice President, Product Management, RightAnswers, IncThepressureisgrowingonITsupportorganisationstoincreaseproductivitywhileremainingcostefficient.Theneedtodomorewithlessmakesselfservicethroughknowledge-basedtoolsthelogicalsolutionforescalatinghelpdeskagentsupportcapacityandimprovingusersatisfactionwhiledrivingdownoperationalcosts.
14.45 – 15.15 Secure Desktop Support – Are you at Risk?Craig Weinstock, VP of Enterprise & Alliances Marketing, BomgarRemoteaccessandsupporttechnologiesrepresentthemostcommonandsignificantriskforbreachesandmisuseofdata.Understandthekeyrisksremoteaccessandsupporttoolscanrepresent,andidentifybestpracticestoassurethesecurityofyoursupportoperationsandautomatecompliance.
15.45 – 16.15 Using the ITIL Continual Service Improvement Approach to Drive Down Costs
John Ryman, Business Development Manager, Staff&Line & Brian Broadhurst, ITSM Consultant, Team UltraInordertocontrolcostsorincreasethevalueofITservicesyouneedtoknowwhatyouaredelivering,towhatlevel,andatwhatcost.Thiswillenableyoutoidentifyareasforimprovementandallowyoutomeasurethebenefitsthatanyinitiativesbring.ITILknowledgemanagementisvital.ThissessionwilloutlinetheITILseven-stepimprovementprocessandhowtoapplytheinformationtomakeimprovements.ItwillalsodiscusshowITmanagementsolutionssuchasEasyVistacanhelpinthisprocesstodrivedowncosts.
Solutions Theatre SEMINAR THEATRE 3
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KEYNOTES, PANEL DISCUSSIONS AND WORKSHOPS Keynote Theatre
Hot Topic ZoneHOT TOPIC ROUNDTABLES
12.15 – 13.30 PANEL DISCUSSION: 10 Killer Metrics – What are they and why? Chaired by Howard Kendall, Founder, SDI Ifcontinuousimprovementistheobjectiveofallservicedesks,acomprehensiveprogramofeffectivemeasurementmustbeintroduced.Butwhatarethekeymeasurables?Dotheyfitallcases?
14.15 – 15.45 EXECUTIVE WORKSHOP: Onwards and Upwards – the Power of Emotional Intelligence and Business SavvyJo Johns, Service Trainer & Consultant, Marval Howdoyouhelpyourteam,yourorganisation,tocopeduringthesetoughestoftimes?Whatdoyouknowoftheirattitudes,theiremotionsandtheirlevelsofdetermination?Howdoyouallremainpositive?Beundernoillusion–asa‘boss’thisisyourresponsibility.
15.45 – 17.00 EXECUTIVE WORKSHOP: Creating SLAs that really work!Barclay Rae, Head of Axios Global Services, Axios Systems WhyaremostSLAscreatedbyITdepartmentsnotworththepapertheyareprintedon?IntoomanycasestheyaremeaninglesstocustomersandITstaffalike,andsubsequentlyneitherreadnorused.JoinBarclayRaeinthisinteractiveworkshopwhereyou’llreceiveguidanceonhowtoavoidthecommonproblems,anddevelopaformulatoproduceSLAsthatreallywork!
10.45 – 11.45 KEYNOTE: The Power of Problem ManagementKen Goff, Principal Lecturer, KGM Thishighlymotivationalkeynoteexploresthedynamicsofproblemmanagementandwhyitshouldbeanessentialcomponentofthecorporateculture.
08.30 – 09.45 BREAKFAST BRIEFING: Mind the Gap – Does your Service Desk Deliver what the Business Really Needs?White Paper presentation and panel debate – sponsored by & WithgrowingemphasisonaligningITserviceswiththebusiness,thisWhitePaperdelvesintobusinessculturetouncoverthescaleofthegapthatexistsbetweentheservicesdeliveredbytheservicedeskandthosethebusinessreallyneeds.
12.15 – 13.30 PANEL DISCUSSION: The Five Holy Grails – How to get within Touching DistanceChaired by Howard Kendall, Founder, SDI ThislivelyandentertainingpaneldiscussionwilllookatsomeofthemorechallengingareasofITservicemanagement–theHolyGrailsthataresoenticingyetsodifficulttoreach.
14.15 – 15.45 EXECUTIVE WORKSHOP: Defining the Service CatalogueBarclay Rae, Head of Axios Global Services, Axios Systems BarclayRaewillleadthisvaluableandinteractiveworkshop,takingagenericviewofthepracticalstepstoensuringvalueandqualityintheoptimumuseofITILprocessesashehelpsdelegatestobegintheirservicecatalogueproject.
10.45 – 11.45 KEYNOTE: Work Smarter not Harder! Practical Solutions for the IT Service DeskStephen Mann, Principle Consultant, OVUM Butler Group Stepbackfromtherigoursofday-to-dayoperationstodiscusstheimprovementopportunitiesavailablethatincludedrivingcostefficienciesthroughautomationandselfservice,reassessingtheapplicabilityandcostofexistingITSM-enablingtoolsinlightofsoftwareasaservicedelivery,andensuringmetricsarefittodriveserviceimprovement.
08.30 – 09.45 BREAKFAST BRIEFING: Making the RITE Decisions – Every Time Vance Brown, President & CEO, Cherwell Software – sponsored by TheroleofITisincreasinglytodelivermanagementinformationthatis‘RITE’–relevant,integrated,timelyandefficient.ButexactlywhatinformationdoesthebusinessneedfromtheITservicedepartmenttohelpimproveitsperformance?
TUESDAY 27 APRIL WEDNESDAY 28 APRIL
27 A
PRIL
28 A
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Programme subject to change. Please refer to www.servicedeskshow.com for any updates
Book your place at the Breakfast Briefings in advance by visiting www.servicedeskshow.com/briefings. Tickets for all other sessions are available at Seminar Registration on the day. Places are allocated on a first come, first served basis.
On arrival, just go to the Hot Topic Zone and sign-up to the sessions of your choice.
To sign up, visit Stand 320 for G2G3 sessions, Stand 620 for InfraVision sessions and Stand 520 for Numara Software sessions.
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