SITS13 Event Preview

The UK’s leading IT Service Management and Support event

Show Preview

The past few years have seen a massive switch in the wayIT services are delivered within the workplace and haveblurred the boundaries of where internal IT supportbegins and ends, which is where a visit to SITS13 at EarlsCourt on 23-24 April can help.

Although user-owned devices and cloud-hosted solutions are nowbecoming commonplace, the transformation of IT support is by nomeans complete. Many organisations still need to put the correctprocesses and procedures in place to fully embrace these newtechnologies, and demonstrate the value to their businesses fordoing so.

The education programme at SITS13 has been specificallydesigned to include a plethora of case studies and practical adviceto give you the best opportunity to learn from the experiences ofearly-adopters and to give you a blueprint before rolling out yourown implementation. We’re delighted to welcome Rob Miller fromLondon Borough of Lambeth who will be sharing how theymastered BYOD, and Peter Dowdall from Kings College HospitalNHS Trust, who will be discussing the measures they took tomanage the increased number of devices and licences they areresponsible for with many users now having more than one.

As running a successful service desk is about more than just thetechnology, there are also some great sessions to help you to bestmanage your staff, recruit new staff members, and build a culturethat puts service first.

Alongside the educationprogramme our 80+ exhibitors willbe on-hand with all the latestproducts and services whether youwant to best utilise your existingsystem or source a new solution.

Inside this preview you’ll findeverything you need to plan yourvisit to SITS13 – including the fullsession timetables and exhibitorlist.Don’t miss the UK’s biggest ITSM event.www.servicedeskshow.com

Visit the SDI team on Stand100 as they host a GardenParty. Take a moment torelax in their garden – sitback, enjoy a cupcake andhave a chat with one of theirservice desk specialists forsome top tips on how tomake your IT serviceoperation world class. SDIpromise the useful tools intheir garden shed will helpyou cultivate the perfectservice desk environmentwhere your customers willflourish!

Sponsored by: Supported by:

Show News &Exhibitor HighlightsDiscover the excitingfeatures, products andservices on the show floor

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Exhibitor List &FloorplanPlan your visit

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Full EducationProgrammeDetails of every sessiontaking place – featuring allthe key industry speakersand topics

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What’s inside? SITS13 goes fromstrength to strength

Join the SDIGarden Party

www.servicedeskshow.com | Opening Times: Tues 23 April: 09.30-17:00 | Weds 24 April: 09:30-17:00

NEW

for 2013SITS13

Show App

Organised by:

More about us www.divcom.co.uk

Join theconversation

@sdits#sits13

Connecting the ITSMcommunity

Visit www.servicedesk360.com for all the latest news.

Follow us on Twitter @servicedesk360

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INDUSTRY NEWS

SITS13 unveils an exciting andunprecedented Keynote Theatrefeaturing Gartner. Taking placeupstairs in the Conference Centre,this year’s theatre promises to be thebest yet with radical keynote addresses and thought provokingpanel sessions for the duration of the event.

Looking at key issues faced today from a strategic and tacticalangle, Gartner key analyst Jeff Brooks leads the high impactsessions including “The Numbers Don’t Lie: Measuring ValueThrough Metrics” (10.30 Wednesday 24 April) and “Who IsMurdering ITIL?” (13.30 Wednesday 24 April) along with AnalystIan Head. Look out for a series of Gartner Keynote taster papers,which will be made available via Servicedesk360.com

All visitors also have the opportunity to participate in a shortsurvey, which aims to get an understanding of trends in theEuropean Service Desk market. In return, you will receive acomplimentary Gartner report. You may choose from ‘IT ServiceDesk Tool Acquisitions’ or ‘Business Productivity Team Proof-of-Concept Plan’.

Visit Gartner at stand 102 for further insight into the analystsor for an opportunity to book a meeting. Gartner will also begiving away a special branded gift to the first 200 people who visitthem at their stand!

Gartner to headlineexclusive Keynotes

Could you live on less than20p a day? That’s the challengefacing thousands of people inthe Ugandan community ofNamuwongo. SITS13, along withthe entire events industry, isworking hard to help make theirlives better. Make a differencetoday – pick up a charitywristband (minimum donation£1) or simply donate at theDiversified stand. SITS13 willalso be making a donation forevery pre-booked seminar ticketpurchased to ensure the charitybenefits as much as possible.

Show your support

With SITS13 now in its 19thyear and firmly established asthe UK’s leading ITSM event,SITS are delighted to announcethe launch of SITS Europe.Taking place in Berlin on 24-25September 2013, the show willprovide professionals workingin the important German ITSMmarket, with a much neededplatform to source andbenchmark suppliers, network,and attend dedicatededucation sessions.

For more information andto register your interest inattending visit,www.sitseurope.com

1e will be launching version 5.0 of 1E Shopping - an ‘Appstorefor the Enterprise’. Shopping aims to reduce the number ofsoftware requests going through the service desk by making iteasy for users to select and install software, Operating Systemsand services themselves. Shopping supports approval workflowswith email notifications to approvers and integrates with

Microsoft System CenterConfiguration Manager and ActiveDirectory to deliver softwareautomatically. Time-limited rentalof applications enables end usersto rent the software for just forthe time they need it reducingthe cost. Shopping is quick andeasy to implement and

integrates seamlessly withall leading ITSM

suites. Findout more atstand 421.

FireSM is a new standalone ITSM product from Alemba (stand 605).Its primary purpose will be to support ITSM, specifically ITIL,processes within an organisation. The product will also includeadditional functionality that is not currently covered by ITIL, butwhich arises naturally from the day-to-day operations of an ITdepartment. FireSM will be a browser-based application that runson both PCs and Macs and the user experience will be its primaryfocus with a modern interface which takes cues from Apple’s iOS,touch technology and computer games.

1e makes show debut

SITS launchesoverseas

Introducing FireSM from Alemba

24-25 SEPTEMBER 2013MESSE BERLIN, DEUTSCHLAND

New faces for 2013

We are delighted to welcomesome new exhibitors to theshow including…

Freshdesk • Nexthink • Barclay Rae Consulting

• Macro4 • RealmSoft • SysAid • 1e

• MS Research • Matrix42• CentraStage

• BPMonline • G2G3• AlfaPeople UK • Netop • UK Oracle User Group

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INDUSTRY NEWS

News in Brief

Achieve ITSM successBarclay Rae Consulting will belaunching their 7 Steps to ITSMGoodness programme on stand106, with the chance to win a 1-day workshop. Barclay will alsobe talking about ‘ITSMGoodness’, a real worldapproach designed to quicklyand effectively achieve successwith ITSM, on Tuesday 23 inTheatre 1.

sitehelpdesk.com keeptabs on your FMStand 522 sees the launch ofSitehelpdesk-FM, which extendsthe IT concept of configurationitems (CI types) withenhancements to allow moreflexible inventory recording ofany type of asset. This allowsthe boiler, security cameras andany other supported assets tobe accounted for and theirmaintenance tracked. They arealso launching version 8 of theirhelpdesk range which includesa new configurable menustructure and easier navigationamongst other improvements.

LANDesk launchresearchWant to know how customersand service desks feel aboutself-service? Want tounderstand how IT departmentscan provide real value to theirorganisation? Visit LANDesk onstand 400 where they will belaunching their exclusiveresearch, carried out with theService Desk Institute, plusdemoing its latest productrelease which addresses someof the issues raised in theresearch.

How to do CCRMThe long-awaited definitiveguide to starting out in Change,Configuration and ReleaseManagement will be availableon stand 816 at the officialSITS13 bookshop. Written bythe itSMF UK TransitionManagement Special InterestGroup, ‘How to do CCRM’offers a practical experience-based approach to the subjectand provides templates andexamples to help organisationstake the first tentative steps.

Marval launchessuperfast web-basedITSM solution Marval will be showcasing itssuperfast, integrated IT servicemanagement software solution,MSM v12.5, on stand 825. MSMv12.5 contains over 60innovative, functionalenhancements designed toimprove IT support services,increase efficiency, reducecosts, and raise the user andcustomer experience.

MS Research offersolution for allVisitors looking for a new servicedesk system can visit MSResearch on stand 721 for aninstant quote. The company hasprovided 24/7 multilingual level1 to level 3 service deskexpertise to global organisations(both to internal users andexternal customers) for over 5years, and are able to giveaccurate monthly pricings basedon your current and expectedticket volumes and can providefast, accurate setup anddeployment costs and timelines.

Keep up to date with all the SITS13 news byfollowing @sdits. Tweeting about your visit tothe show? Use #SITS13 to join the conversation! Not on Twitter? Join our SITS13 group on LinkedInto take part in the show discussions and make suggestions forwhat you want to see.You can also follow @servicedesk360 to hear the latest ITSMnews throughout the year, or subscribe to the fortnightlynewsletters at www.servicedesk360.com.

First-time exhibitor SysAid (stand 519), a provider ofITSM software solutions, will be showcasing theirall-in-one IT platform at the event which aims tohelp administrators better manage the helpdesk and gain control over all assets –traditional and mobile – from onecentral location.

The company will be giving awaytwo licenses for its SMB-focusedITSM Cloud Pro Edition, includingup to three admins, 120 assets and unlimitedend users for each license at their stand. Theywill also hold two raffles, one for an XboxKinect and the other for an Apple TV.

In response to feedback, pre-registrants can nowbeat the queues and guarantee their place at anyseminar or keynote via the new pre-bookingsystem. For just £6 (including VAT) per session youcan fast track your entry. A donation for each ticket soldwill be made to ‘Events for Namuwongo’ - find out more about thecharity on page 3.

For visitors who would prefer not to book in advance, limitedtickets for each session will still be made available on the day fromthe Seminar Registration Desk at no cost. The Breakfast Briefings,taking place at 08.30 on both mornings, will still be available to pre-book at no charge.

Join the conversation

Returning exhibitor SimpliSys will be launching Citrus Service Desk version 2 on stand422. The version includes many enhanced features including the concept of Themes inself-service, particularly useful for MSP’s, and has also introduced a powerful businessrules engine to enable clients to build automation. The company is particularly proud toshowcase their advanced problem management where problem owners can create andpublish ‘Known Error’ articles to theknowledge base detailing symptom,cause and suggested workaround.The known error articles are thenscored using Citrus’ complexmathematical algorithm andautomatically promoted to front linesupport team members for use at firstcontact.

Simplisys enables advanced problem management

NEW for

2013

Unipress will be showing Absolute Service,an ITSM solution that allows organisationsto define and track the IT services providedto employees and customers. WithAbsolute Service, organisations canmonitor Service Level Agreements, analyseservice requests, easily search for anyrequest-related content within theknowledge base, and satisfy corporate andgovernment compliance requirements withone-click audit records and PinkVERIFY ITIL3 certified processes. Absolute Service isavailable on demand (via the cloud) as wellas on-premise. Find out more at stand 618.

Discover AbsoluteService at Unipress

Pre-book your seminar and keynote place

WIN

SysAid help gaincontrol over assets

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INDUSTRY NEWS

Matrix42 will be giving away an iPad mini eachday to celebrate the launch of their new iPad Enduser app. Exhibiting for the first time at SITS13,Matrix42 enables the seamless management ofphysical, virtual and mobile environments. Itcombines Client Lifecycle, Virtualisation, MobileDevice Management and ITSM into a holisticsolution enabling end users & IT to have a 360degree view of their data, services & applicationsfrom any device at any time.

They claim the product increases userproductivity while still allowing IT to maintaincontrol, thus improving user satisfaction anddrastically reducing service desk response times.Find out more at stand 420.

Serena Software will be showcasing its recently announcedApplication Service Management products on stand 109. Thecompany claims these solutions will help organisations toorchestrate processes at each stage of the application’s lifecyclefrom development through to deployment and into support. Thesolutions aim to make the development and maintenance ofapplications more efficient, as well as supporting integration ofsupport and service delivery.

New exhibitor Realmsoft will be displaying Immanus which theyclaim can help your organisation perform large scale disruptive ITchange with 95% less risk, 80% less time and 70% less cost. If you’replanning any large scale disruptive changes this year (Windowsupgrades, Active Directory Migrations etc) visit stand 916 to seehow they can help.

Immanus performs the IT delivery of project level change usinginnovative event driven technology while uniquely engaging thebusiness users – allowing them to choose dates that suit them, tosee key notifications on their desktops and be engaged by yourprojects.

Realmsoft take the risk out of IT change

Nexthink, a provider of real-timemonitoring and analytics for ITinfrastructure from the end-userperspective, will be making their debut atSITS13. They will be showcasing their software which helps ITconnect, communicate and collaborate to achieve majorinitiatives and improve business end-user’s IT experience.

The company claims their product gives you visibility into allyour IT services, helps improve service levels, reduces incidentsby 35%, closes issues 60% faster and detects security threatswhere you are most vulnerable. The product monitors all therelevant configuration changes, applications, crashes,bandwidth, failures and events related to your IT infrastructure,then applies patented, artificial intelligence to detect non-compliant and abnormal behavior, and constructs meaningfulpatterns and IT analytics in real-time across your entireenterprise.

Visit them on stand 217 to find out more.

Nexthink want totransform your IT operations

Put your Users First– and win an iPadMini for yourself!

Serena support youthrough the lifecycle

IT Governance is launching anITIL® Foundation training coursewhich leads to an EXIN-accredited certification. Withtraditional ITIL Foundationcourses taking three-to-four daysto complete, this two-day courseoffers a faster learning route,whilst providing essentialpreparation for the inclusiveEXIN exam. It focuses ondelivering the key facts on ITIL2011 terminology, structure andconcepts and is ideal for ITSMprofessionals who can’t spendtoo much time away from theoffice.

The ITIL Foundation trainingcourse is the newest addition toa growing portfolio of ITGovernance servicemanagement products whichinclude the ITIL FoundationEssentials Pocket Guide and theISO20000 Foundation,Practitioner and Auditor trainingcourses.

Visit stand 922 to discussyour training requirements.

2013 is an exciting year forHouse-on-the-Hill Software, asnot only is there a brand newrelease of SupportDesk, thecompany’s comprehensiveservice desk softwareapplication, but HotH is alsocelebrating its 20th birthday!

New SupportDesk 2013functionality on display willinclude Twitter Integration,Timeline, Drag ‘n’ Drop FormDesigner, Cloud-Sync,SupportDesk Mobileadvancements, SignatureCapture, new Webserver look-and-feel plus much more! 3 out-of-the-box configurations ofSupportDesk On-Demand havealso been launched to get youup-and-running quickly, withprices starting from just £20 peragent per month to £40 peragent for ITIL compatiblesupport.

Visit HotH on stand 314 for afirst look at SupportDesk 2013,and to join in the celebration withspecial 20th birthday giveaways!

IT Governancelaunches ITIL®

FoundationTraining Course

House-on-the-Hill:CelebratingSupportDesk releaseand 20th Birthday!

Orchestrate your processes with CelonisCelonis will be showcasing Celonis Orchestra on stand 623, whichthey believe offers unique possibilities for the management of ITservice desks. The company claims it is the first software for thecomplete management of IT service in one platform. Using ProcessMining, Celonis Orchestra is able to visualise the flow every ticket

takes through your service deskbased on the data stored in yourticketing-systems, and it canprocess even huge amounts ofdata within seconds.

The product analyses data inreal-time meaning it can be usedto identify inefficiencies (e.g.bottlenecks) that might occur

while tickets are beingprocessed, and to helpidentify the cause.

WIN

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Infosecurity Europe takes place on 23 – 25 April at Earls Courtand is co-located with SITS13. You will get free entry withyour SITS13 badge so there’s no need to re-register.

Infosecurity Europe features over 350 exhibitors, a diverserange of new products and services, a dedicated educationprogramme and over 12,000 visitors from every segment ofthe industry. It’s the most important date in the calendar forInformation Security professionals across Europe.

Visit Infosecurity Europe to gather vital information aboutthe latest trends and developments in information security,

and exchange ideas andshop for products andservices to secure thefuture of your businessassets where it matters.

You’ll gain a betterinsight into how you can

secure your IT Infrastructure; ensure you are fully compliantand learn from best practice end-user case-studies; keep up-to-date with the latest product and service solutionsshowcased at the event; access thought-leading contentthrough the extensive education programme; and networkwith a global information security industry of over 15,000people. Find out more, view the full exhibitor list andeducation programme at www.infosec.co.uk

Europe’s number one securityevent taking place next door

INDUSTRY NEWS

FGI show TailoredLearning Solutions

Join OMNINET at stand 603 toexperience the features ofOMNITRACKER, its business processplatform. They will also beshowcasing standardised processtemplates like IT-ServiceManagement (PinkVERIFY 3.1certified), Stock & OrderManagement and ProjectManagement. The company offersflexible licensing, scalability and openinterfaces making OMNITRACKERideal for use in small, mid-size andenterprise organisations.

FGI will be presenting its Tailored Learning Solutions, developedin response to increased demand for bespoke training offerings.

The company claims tailored learning can provide severaladvantages, both to the company and the employee by helpingemployees gain greater confidence in their own organisation'sprocesses and procedures. They believe it ultimately increases theconsistency and effectiveness of their performance. The tailoredlearning can often be used in conjunction with traditionalaccredited training programmes including ITIL®, PRINCE2® andMSP®, or as a pre-cursor to establishing individual personaldevelopment plans. To find out how it can work for yourorganisation please visit stand 521.

Control and SupportRemote Samsung AndroidDevices with BomgarThe Bomgar remote support solutionnow enables full remote support ofAndroid mobile devices made bySamsung. Bomgar has partnered withSamsung to enable screen-sharingand remote control, as well as livechat, file transfer and more, for anySamsung smartphone or tabletrunning Android version 2.3 andhigher. Whether supportingemployees who bring their owndevice, or customers who need help withtheir phone, Bomgar can help you quickly resolve their issueno matter where they’re located. For more information, pleasevisit stand 515.

Postgraduate Certificate in ITSMGlobal Knowledge will be displaying information on theirPostgraduate Certificate for service managers, run in conjunctionwith The Open University. The Postgraduate Certificate inAdvanced Professional Practice (IT Service Management)combines reflection on existing ITIL® best practice educationwith advanced service management CPD modules. Full supportis provided throughout the one year distance learning course.Find out more at stand 914.

Experience the latestfeatures at OMNINET

HP Service Anywhere is thelatest HP innovation in ITSMSaaS. The company claim itoffers a modern, nimble andintuitive user experience and ispowerful, scalable, and simple.The SaaS-enabled service desksolution offers features including:Incident, Change, KnowledgeManagement, Operationalreporting, and Event-to-Fix and Monitoring, and many more.

There are also social service desk features including embeddedchat and IM features, and context-based real-time collaboration sothat you can close activities faster with better success.Visit WM Promus on stand 208.

WM Promus offer HP Service Anywhere

Macro 4 make firsttime appearanceNew exhibitor Macro 4’s iET ITSM Solutions will be available forevaluation at SITS13. The Solution is PinkVERIFY™ 3.1 certifiedagainst 12 ITIL processes and is backed up by a fullycomprehensive consulting service. The Solution can also becustomised if required. Visit stand 205 for a demonstration.

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1E .........................................................421Alemba Limited ..................................605AlfaPeople UK ....................................622APMG-UK............................................620Autotask UK ........................................101Axios Systems.....................................615Barclay Rae Consulting......................106Biomni .................................................213BMC Software UK...............................709Bomgar................................................515BPMonline...........................................517Celonis.................................................623CentraStage........................................315Certero ................................................609Cherwell Software ..............................700Citrus Service Desk ............................422Clockwork IT .......................................113Epaccsys..............................................104FGI .......................................................521Freshdesk ............................................619FrontRange Solutions UK Ltd............409G2G3 ...................................................525Gartner ................................................102Global Knowledge .............................914

Global Technology Solutions ............318Hornbill Service Management Ltd....300House on the Hill Software Ltd.........314ICCM ...................................................509ISL Online............................................317IT Governance ....................................922IT Training Zone..................................712ITSM Company...................................915itSMF UK .............................................816Kepner-Tregoe Ltd .............................107LANDesk .............................................400LogMeIn ..............................................815Macro4 ................................................205ManageEngine/Zoho Corp ...............320Marval Software Ltd ...........................825Matrix42...............................................420MS Research Ltd.................................721NetHelpDesk ......................................215Netop ..................................................821NetSupport Ltd ..................................717Nexthink ..............................................217OMNINET GmbH...............................603Purple Griffon .....................................616RealmSoft............................................916

Richmond Systems .............................715RMS Services Ltd................................414SDI .......................................................100Selection .............................................219Serena Software .................................109Servicenow..........................................309sitehelpdesk.com ltd..........................522Specops Software Ltd........................621STI Ltd .................................................416Sunrise Software.................................200SysAid Technologies ..........................519Sysop ...................................................720TechExcel ............................................212The Grey Matters ...............................819Tools4ever ...........................................613TOPdesk UK Ltd.................................308UK Oracle User Group.......................105Ultima Business Solutions..................419UniPress Software...............................618Visionera AB .......................................316Vivantio Ltd .........................................415WM Promus ........................................208Xeretec ................................................518

Floorplan and Exhibitor List correct at time of press. Please refer to www.servicedeskshow.com for any updates

Exhibitor List

Keynote TheatreUpstairs to

FLOORPLAN AND EXHIBITOR LIST

EDUCATION PROGRAMME

BREAKFAST BRIEFINGS

KEYNOTE THEATRE

08:30 Demonstrating service desk value through moremeaningful metrics

Service desks have always reported metrics, but are they are the right ones? Hearthe results and take away valuable guidance from our NEW white paper research‘Demonstrating service desk value through more meaningful metrics’. The panel ofexperts will discuss the current ‘state of the nation’, highlighting which metrics arebeing used by service desks, and which are most useful. Plotted against the everevolving IT and business backdrop, recognise which metrics must come to theforefront for service desks to prove conclusively the business value they offer.

What are service desks measuring and what do the figures prove?Are your metrics keeping pace with changing IT demands?How to create reports that prove valueAligning metric with business & IT goals

Panel includes: SDI, Cherwell Software, Alliance Bernstein

08:30 Creating happy users: the new focus for IT? According to research, two-thirds of business users are unhappy with what ITdelivers. This panel of industry specialists will discuss and breakdown the complexissue of business user satisfaction; debating why it has become vital to engagewith and deliver first rate service to business users. Understand how to gaugebusiness user satisfaction, overcome the language barrier, identify what users wantand need - and how to put a smile on your customer’s face.

Learn why business user satisfaction is an underrated barometer within ITHow to understand the current level of business user satisfactionBreaking down the communication barriersMeasuring the success of IT services

Panel includes: Axios, Forrester

Book your place at www.servicedeskshow.com/briefings

TUESDAY 23 APRIL WEDNESDAY 24 APRIL

Featuring

Taking place upstairs in the executive conference centre, you can pre-book your place by visiting www.servicedeskshow.com/keynotes

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10:30 The numbers don’t lie – measuring value throughmetrics

Jeffrey Brooks, GartnerAre you looking at metrics that don't align to specific business goals? Learnhow proper alignment and balance of metrics against goals can vividly showthe value of IT, rather than producing flat reports about productivity.

Learn a balanced scorecard approach to discover the best metrics for your IT service desk Discover how to show the value of services provided through using the right metrics Understand how dashboards can be used to provide an instant snapshot of IT’s value

12:00 Stop doing this alone – involve your customersIvor Macfarlane, IBMService isn’t delivered in a vacuum; customer care requirements must besupported by reciprocal involvement by the business. This session illustratesthis topic with some humour and analogy, to deliver the important underlyingmessages about the nature of ITSM.

Learn the crucial difference between customers and users Gain insight for improving communications with customers See how a changed attitude to customers will transform the service desk

13:30 PANEL DISCUSSION: Who is murdering ITIL?Panel led by GartnerWith organisations complaining of ‘death by ITIL’, some argue we must buryITIL along with other dated practices that fail to meet the dynamic agileneeds of today’s enterprises. Join this lively and insightful debate intowhether we really should say adieu to the most notable of servicemanagement frameworks.

Discover why there’s a need to reconsider ITIL’s relevance Learn where ITIL can still deliver value Tips for finding alternative guidance if the industry is to become less reliant on ITIL

10:30 Hear ye hear ye, service desk people – the end is nighJeffrey Brooks, GartnerIT service desks are fading in relevance, with few contributing as business partners.This session will help you say goodbye to traditional frameworks and welcome newapproaches to metrics, tools and delivery of services which will enable the ITservice desk to become the shining star of the infrastructure and operations group.

Understand why the IT service desk has not modernised – and that it no longer has a choiceLearn which current IT service desk practices we must redefine See the opportunities for the IT service desk to embrace new technologies andmethods for providing value to the business

12:00 Becoming the IT support manager your team needsNoel Bruton, Noel Bruton ConsultancyAs you’re promoted from technician to manager, new challenges require newthinking and a new to-do list. Those once colleagues may become chargeswith expectations of you. It’s not enough to just be an even more seniortechnician. Your whole to-do list has to change, as Noel will describe.

Understand what it takes to be a leader instead of just a colleague How to cope if you have a poor manager The shape of your day – the practicalities of an effective manager

13:30 PANEL DISCUSSION: Culture vs. tools – building aperfectly balanced service desk

Panel led by GartnerHow much do you spend on people, process, culture and tools? Ourpanellists debate how much emphasis you should put on the people and theculture of your tool provider, and how to balance the tool during theselection process, plus discuss methods for maintaining a strong, positive,customer centric culture within your IT department.

Understand the power of culture on the success of your service desk How to harness tools to improve culture Tips for creating a budget that helps you find the perfect balance

TUESDAY 23 APRIL WEDNESDAY 24 APRIL

HOT TOPIC ROUNDTABLES Sponsored by:

HOT TOPIC 1 HOT TOPIC 2 HOT TOPIC 3

10:45 Blending in-house & managed services Unlock the service catalogue How to create & sustain a proactive service desk

12:00 Agile ITSM Key considerations for upgrading a service desk system Financial management - doing more for less

13:15 ITIL clinic The importance of social media for IT support… or not! Consumerisation of IT – BYOD, enterprise appstores, self-service

14:30 Which metrics matter? Motivate, develop and retain staff Problem & incident management

HOT TOPIC 1 HOT TOPIC 2 HOT TOPIC 3

10:45 ITIL clinic Unlock the service catalogue Financial management - doing more for less

12:00 Problem & incident management The importance of social media and IT support… or not! Agile ITSM

13:15 Key considerations for upgrading a service desk system Consumerisation of IT – BYOD, enterprise appstores, self-service How to create & sustain a proactive service desk

14:30 Motivate, develop and retain staff Which metrics matter? Blending in-house & managed services

Share experiences with fellow visitors on a host of topical issues. Expert facilitators will leadgroups on a range of subjects, offering practical advice and problem solving.

23 A

PR

IL24

AP

RIL

On arrival at the show, simply visit the Hot Topic Zone to sign up to the session of your choice

Sponsored by:

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Seminar Type: Case Study People & Performance Strategy & Process

THE PROGRAMMEPre-book your seminar place* - Beat the queues and plan your day in advance. Find out more at www.servicedeskshow.com/education *Limited places will be available on the day at no cost. Please note programme may be subject to change.

SEMINAR THEATRE 1

10:00 Leadership on a shoestringRebecca Beach, Hanover Housing & Tessa Troubridge, SDI How Hanover Housing manages to inspire and lead on a budget. With limitedfunds available for reward and recognition, they will share how they maximiseteam performance without breaking the bank.

Useful ideas for achieving low cost reward and recognition Tips for inspiring your service desk Strategies for improving the working culture

10:50 Are you running IT, or is IT running you?Patrick Bolger, Hornbill Service ManagementAdopting more processes, implementing tools and sending staff on frameworktraining doesn’t address agility, or meet modern business needs. This sessionlooks at next generation service management and the practices used bysuccessful service providers to explain how we can meet the challenge.

Take away practical advice you can use immediately to meet customer expectations anddeliver tangible business value Understand why the traditional approach to ITSM is failing the customer Learn from the practices of the most successful service providers

11:40 Moving at the speed of business Andrew Targell, Compass GroupLearn how Compass Group used a level of international standardisation,overcame internal resistance and got to grips with the demands of its customersand its tooling to ensure the future of the business is at the forefront of itsthinking.

Learn how to create a vibrant working culture How to change ‘gears’ and keep up with business demands Understand what tools are available and how you can ensure they are manageable and useful

12:30 Survive and thrive when faced with major incidentsSteve White, Kepner TregoeManaging major incidents isn’t about keeping calm at the moment of impact, itis about constructing an approach to change and problem management thatallows you to react with freedom and clarity. Discover how this can be done.

Build a dashboard that enables you to react swiftly Tips on streamlining communication to avoid confusion Controlling multiple restoration activities

13:20 Session To Be ConfirmedPlease check www.servicedeskshow.com for current details.

14:10 ITSM Goodness – fast, practical tips for ITSM successBarclay Rae, Barclay Rae ConsultingWhether you want help with implementation and projects, SLAs and servicecatalogues, or future proofing your service desk, this seminar offers fast, furiousyet effective advice ready to take away and utilise.

Achievable tips for forging improvement in key areas Practical advice gathered from the front line Takeaway material to further improve knowledge

15:00 Process seeks good home and a careful ownerDon Page, MarvalIncident, problem, change and configuration are not processes to adopt andsubsequently ignore. Learn why each process needs an owner to continue deliveringbenefits, who would make a suitable owner and how they can survive in their role.

Learn why your ITIL processes need individual owners How to survive if you’re made a process owner Finding other suitable process owners

15:45 How the web smashed the customer support modelRichard White, UserVoiceThe advent of social media combined with the shift towards online,subscription-based businesses is creating a revolution in how companies staff,respond to, and value interactions with their customers. This session discussesthe customer service revolution, why consumerisation is accelerating thechange, and what your world will look like on the other side of it.

Learn how social media has smashed the old IT support model What customers want and how to deliver How to build a support model which fits the online world

10:00 ITSM – the John Lewis waySimon Skelton, John Lewis PartnershipJohn Lewis is renowned for its customer service excellence, but until recently itsITSM relied on 'heroic' staff rather than smart technology and processes. Thissession explains how John Lewis has modernised its IT service and support,covering system selection and consolidation, and making social and peer-to-peer support work.

How to choose the technology and support options that are right for your business Learn that even leading businesses can be ITIL-immature, being brave and methodicalare key Improve problem and incident resolution quality and speed without leaning further on staff

10:50 Self Service – The key to solving the BYOD challengeRob Miller, London Borough of Lambeth55 per cent of helpdesk requests to the London Borough of Lambeth are nowlogged via self-service. This case study explains how the culture shift wasmanaged and how self-serve is helping to tackle BYOD.

Proven approaches for handling BYOD Taking self-service to the next level Deliver an integrated employee / user support service, based on online self-service

11:40 Shine in the IT budget spotlightSimon Kent, Cherwell SoftwareIn this time of continued austerity and careful management of every poundspent, service desks are under constant pressure to deliver more services,improve customer satisfaction and demonstrate increased business value with,at best, the same budget. Simon will explain how to over achieve and underspend.

Discover how smart process integration leads to greater efficiency, increasedproductivity and faster decision making How to deliver business value, moving IT from a 'fix it' department to a true business partnerAdvice for improving service efficiency by improving dialogue with the business

12:30 How to do change, configuration and releasemanagement

The itSMF UK Transition Management Special Interest GroupHot topics come and go, but there are still areas which ITSM teamsconsistently struggle with. Change, configuration and release management fallinto the category of being neglected and misunderstood. This sessionpresents the shared knowledge accumulated by the itSMF Special InterestGroup to offer solutions.

Understand the potential savings and improvements on offer Tips for mastering change, configuration and release management How to amend and maintain effective transitional ITIL processes

13:20 Is your service improvement plan working?Ruth Phillips, FGIMany SIPs, in both the public and private sectors struggle to demonstrate returnon that investment. This seminar will review new guidance that helps to addressthis problem and ensure that benefits from SIPs are realised and maximised.

Better understand how to define realistic benefit targets Improve ROI on all improvement initiatives Demonstrate more efficient and effective benefits management practices

14:10 DevOps – shattering IT’s operational barriers Kaimar Karu, Mindbridge DevOps and Agile are designed to cut through the bureaucracy which stops ITdelivering what the business needs. This session explains how these conceptswork in the real world and how they relate to service desks and IT support.

What is DevOps and how it relates to ITSM Understand how customers benefit from a collaborative approach to delivering ITservices Conquering the challenges of DevOps and Agile

15:00 From Devices to Apps: Redefining IT in the BYO EraMatt Kaplan, LogMeInThe bring-your-own (BYO) trend may be best known for smartphones andtablets, but recently it is rapidly expanding to applications (Dropbox, GoogleDocs, Yammer). This changing dynamic introduces profound questions on IT’srole in supporting such technology. This session discusses the impact andopportunities BYO brings to supporting the modern workplace.

A ‘state-of-the-nation’ overview on Bring Your Own Apps policies Learn how businesses are managing BYOA today, and where gaps may provide newopportunities Discover the implications of balancing the benefits of BYOA while addressing thesecurity risks, and the regulatory & compliance requirements

TUESDAY 23 APRIL WEDNESDAY 24 APRIL

EDUCATION PROGRAMME

NEWfor

2013

EDUCATION PROGRAMME

Page 10 ShowPreview

NEW for 2013. Pre-book your seminar place* - Beat the queues and plan your day in advance.

Find out more at www.servicedeskshow.com/education*Limited places will be available on the day at no cost. Please note programme

may be subject to change.

10:00 Forget IT maturity, service maturity is the real acid testAndrew Smith, BMC SoftwareIf ITIL is the standard for delivering service excellence, then why do so few of itspractitioners become true service champions? As IT’s position as trustedtechnology advisers diminishes, why is it hiding in the back office? This sessionuses real examples of how businesses have escaped this negative pattern ofthinking to drive service excellence direct to customers.

Learn how to become results drivenInternally promote your own best practice and bridge across into the business Unify service for end-users and customers.

10:50 How to create a supportable BYOD StrategyMatthew Neigh, Cherwell SoftwareFind out how to build a strategy that supports BYOD, enabling increasedemployee productivity while preventing increased support costs. Also, learn howyour service desk can use these same mobile devices to streamline supportservices and reduce costs.

How to design a strategy that supports BYOD Why BYOD can enable increased employee productivity while preventing increasedsupport callsWhy the service desk should use the same mobile devices as the end-users it supports

11:40 Why stop at IT? The true power of ITSM Scott Fletcher, ANS GroupCustomer service, aligned to ITSM principles, has helped ANS Group grow by£35 million. This session explains how going beyond the service desk cantransform other business functions and solidify the role that ITSM can play inproving its financial value.

How to use existing resources to improve non-IT business functions Cost saving tricks via automation Why customer service should be your top priority

12:30 Protecting your software investments: A SAMsurvival guide

Peter Dowdall, Kings College Hospital NHS TrustWorkers now rely on multiple computers, laptops, and devices; does yourservice desk have the tools, people and processes to practice effective softwareasset management? This case study shows how Kings College NHS tackled theasset challenge.

Manage software licenses and costs more effectively Predict the financial impact of IT buying and support decisions Increase service desk resources through SAM processes

13:20 Robots vs. service desk – who will win?Chris Dancy, ServiceSphereAutomation, self-service and consolidation mean that the IT department isbirthing out robots faster than an alien invasion. These robots are not the typewe were told about in our childhood, these robots are here to take our jobsaway. While many herald the coming revolution in IT, we should stop and givepause to what we will do with the millions of displaced workers in 2020 and toprotect ourselves against the invasion.

Review a history in robotics that have displaced human jobs Understand the trends in automation disrupting IT and information systems Discover the skills that will become desirable for knowledge workers

14:10 On demand and on time – just what the business orderedKevin Parker, Serena SoftwareThis session explains that to improve, IT service desk professionals should lookbeyond their four walls. Learn how focusing on communication betweendevelopment and other IT teams will improve releases (and therefore customersatisfaction), tighten the support loop and save resources.

How automation can leave more time for communication Develop and nurture the link between support and development Tips for the service desk to ensure releases run smoothly

15:00 Now that’s what I call service culture...Barry Corless, Global Knowledge‘Service’, once an IT support after-thought, is now the de facto standard fordefining quality, adding value and justifying investment in support. This sessionexplains why customer service is now of paramount importance and how youcreate the elusive service culture in your support organisation.

How the service you deliver influences customer buying habits What factors contribute to a service culture Learn positive actions for improving service

15:45 Business relationship management and the service deskAndrea Kis, Tata Consultancy ServicesSuppliers, partners and customers; successful service desks manage theserelationships effectively and professionally. Learn how your service desk can shapethe customer experience by providing and maintaining excellent businessrelationships.

How to improve customer satisfaction by building relationships Advice for empowering service desk staff so they build relationships Understand business relationship management from a non-process structured point of view

10:00 Reigning in the cloudMalcolm Fry, ITSM Author and AnalystWith IT estates growing into the cloud, managing them can be a headache.Malcolm brings his pragmatic view to this branch of ITSM by offering solidadvice for ensuring that cloud compliments rather than overwhelms your service desk.

How to measure risk - and reward - relating to cloud Learn the pros and cons of various approaches to cloud management A roadmap for working with cloud

10:50 Who moved the service desk? The new roles of ITsupport

Barclay Rae, Barclay Rae ConsultancyPeer-to-peer support, Google searches, YouTube tutorials, online forums andsocial media - users appear to be choosing anything but the service desk to gainIT support. Barclay will explain why the rules of IT support are changing, offeringpractical advice on how to meet the challenge and deliver more value from IT.

Gain clarity on why users prefer to side-step the service desk Tips for service desks which want to embrace new forms of support How to become the value-add service desk you always wanted to be

11:40 Benchmarking and BI – Sat Navs for service desksOded Moshe, SysAid TechnologiesService desks are expected to make ‘educated’ decisions, but often lack theinsight and knowledge to hold good on the promise. This session shows howbusiness intelligence and benchmarking can become effective tools for provingyour value today and deciding what to fix in the future.

Improve your decision making skills Understand which metrics are worthwhile Linking IT goals to overall business objectives

12:30 Service level delusions – the truth about IT support metrics

Noel Bruton, Bruton ConsultancyTypically our metrics and the ones our software give us, focus on ServiceLevels. But that is incomplete. What’s important is what you must measure, tomake sure your workgroup even functions effectively, without which ServiceLevels are at best an accidental outcome. Measurement is about control, notjust results.

Make good Service Level output automatic by knowing your team’s crucial efficiency pointsThe things you have to measure that contribute directly to staff job satisfaction The stats that will aid and financially justify your management decisions on staffing andresource

13:20 What your incident and change processes really look like

Alexander Rinke, Celonis GmbHProcess mining applies statistical models to incident and change processes toshow exactly what is happening to our processes once live. This session explainshow to fix the real time errors, bottlenecks, and erroneous tickets which areslowing our service desks.

How to identify problems in your incident and change processes Learn how process mining can help the daily management of a service desk Use process mining and intelligence to fix common problems

14:10 Top of the service desk global leagueTony Ranson, SDIBenchmarking against your peers is a great way to prove your capabilitiesagainst peers, but will you stand up to global scrutiny? Referencing its globalbenchmarking scheme, SDI highlights nine measures which will prove once andfor all how good your service desk really is.

Improve your working knowledge of service desk standards Create a roadmap for service improvement Learn the steps to becoming a certified ITSM operation

15:00 The service desk isn’t perfect – let’s reinvent itKathryn Howard, Visual ExplanationsMany service desks offer an outdated support model based on a break/fixmentality that the business seldom needs. For the service desk to survive, itmust become a technology concierge, and this session outlines the newpriorities, metrics and techniques needed if the service desk is to meet itspotential.

Replace SLAs with service charters Learn about tools such as Net Promotor and the ISO38500 Human Behaviour principlewhich will help guide the next generation of service desks How to survey and assess customer requirements

TUESDAY 23 APRIL WEDNESDAY 24 APRIL

Seminar Type: Case Study People & Performance Strategy & ProcessSEMINAR THEATRE 2

ShowPreview Page 11

10:00 Is my SIP working?Vernon Lloyd, Fox ITOrganisations that utilise best practice service management and servicedevelopment report significant benefits, but normally these have to beexpressed qualitatively due to the lack of a realistic baseline. This session helpsbuild a business case that supports the investment in a Service ImprovementProgram (SIP) that in turn will deliver the greatest payback.

Why you must show tangible and non-tangible benefits How to build a SIP that is realistic and delivers value Reporting advice to proving value

10:50 Beyond the IT department – SL for all relationshipsThe itSMF UK Service Level Management Special Interest GroupAs separate disciplines, Service Level Management, and Business RelationshipManagement, have become core skills which all ITSM professionals must beable to draw on. Yet by combining and mastering these disciplines, servicedesks make a huge, measurable contribution to the success of the business.

Learn how BRM and SLM operate across the service lifecycle Key points to consider when implementing BRM and SLM Understand the key differences between the disciplines and how they can work in harmony

11:40 Welcoming the perfect IT support analystJohn Fahey, STIDrawing on the findings of the annual STI service desk survey, discover thecharacteristics you should seek when employing service desk staff, the reasonswhy they become demotivated and how to keep them happy and productive.

Take away a copy of the 2013 Service Desk Survey results Gain knowledge of why service desk staff performance can deteriorate over time - andhow to fix itThe desire to ensure that all service desk staff have the chance to stand out - for theright reasons

12:30 Behold the incredible multi-talented service catalogue

Steve Lawless, Purple GriffonEstablishing a service catalogue can seem daunting, especially for smallerorganisations with limited resources. This seminar offers practical hints and tipsabout how to get started, how to address the challenges and guidance onreaping the benefits of a service catalogue.

Learn the starting point for building a service catalogue on a limited budget Takeaway a high level process document to get you started Receive a free template and implementation roadmap

13:20 Challenging your team - are you game?Lawrence Scott-Mackay, AlembaGamification is the process of applying the principles of game design to non-gaming activities. This session teaches the techniques which can encouragegreater levels of user engagement and increase staff performance, andultimately provide enterprises with business benefits.

Linking gamification to ITSM tools Capturing ideas and innovation from your team How to increase staff engagement and productivity

14:10 The art of customer service satisfaction surveysKen Goff, FGICustomer satisfaction surveys are often incorrectly used to endorse rudimentaryservice desk activities. This session will explain what data and information we shouldreally be capturing and how it can transform the way we deliver services. Ken willalso detail the ‘10 dynamics’ approach of delivering customer satisfaction surveys.

Gain knowledge from an independent subject expert How to build a quality customer satisfaction survey that yields useful data How to improve communication between key project stakeholders

15:00 Multi-channel ITSM - blending traditional channelswith social IT

Brian Kerr, Axios SystemsThe rise of social IT, user forums, peer-to-peer support and web self-servicemean that service desks have more tools than ever to connect with customers.This seminar explains how to add new channels without damaging traditionalemail and phone support.

Learn why consumerisation has changed the way that your customers want to interactDiscover the channels you should be supporting Takeaway understanding of how the service desk can improve service & customer engagement

15:45 Welcome to the post-ITSM service deskPeter Johnson, Fairday ResearchITSM is the dominant worldview right now, but as was the case with other once-dominant paradigms - for example ptomelic astronomy (the earth at the centreof the universe) - it could be replaced by a better view. Peter will knit togetherstrands of psychology, philosophy, complexity science and the history ofpersonal computing technology, to propose four principles of a radical newapproach to IT service.

Understand why after 20 years of ITSM, certain aspects still do not work Discover new ideas for running the service desk Broaden your thinking to solve technology challenges

10:00 Session To Be ConfirmedPlease check www.servicedeskshow.com for current details.

10:50 Make gamification work for your service deskBrian Kerr, Axios SystemsKnowledge management, peer-to-peer sharing and social IT are changing theway that technology is supported, this session explains how to link these toolsto ITSM gamification to ensure your service desk has a bright future.

Gain gamification insight and how it links to ITSMLearn how gamification can help your business Discover what the future of gamification and social IT means for you

11:40 Turning the knowledge drain into a resourceAllan Stear, MarvalCountless hours are lost as users search for knowledge and service desksneedlessly fix the same problems countless times. Harnessing knowledge is acombination of people, process and content and this session explains ways tomaster this tricky challenge, which offers huge rewards.

Find, capture and store knowledge Identify knowledge gaps and how to fill them Tools for discovering which knowledge articles are being used and why

12:30 Processes + empowered staff = first class serviceJames Davies, University for the Creative ArtsThe helpdesk has traditionally been a place for users to seek assistance insolving tech-related issues. This session will outline how to empower IT staff togo beyond simple troubleshooting and provide superior customer service toend users. Learn how consolidating processes and increasing collaborationwithin the service desk can allow you to do more with less.

How to increase your first call resolution by empowering staff Transform your service desk from a place to get help into a collaborative, service-providing team Learn how consolidating processes can allow you to work more efficiently

13:20 Taking ITSM lessons at OxfordJeffrey Thomas, University of OxfordThis session will describe how Oxford University built its ITSM strategy,successfully introducing an ITSM tool to help meet its objectives, and how thesolution has supported a more mature ITIL-based service managementenvironment.

How to align tools with your ITSM strategy Lessons from the sharp end about avoiding the pitfalls Understand the cost benefits of your ITSM strategy

14:10 Meeting the IT skills challengeJohn McGlinchey, ComptiaAll organisations could benefit from improving their skill levels, but with myriadways to develop staff, what is the best fit for you? This seminar explains thechoices on offer, how to exploit the tools and resources you have and what youshould be seeking budget for.

Understand why IT skills demands are changing How to find the best development tools for your business How to create teams which sell the value they are delivering

15:00 Session To Be ConfirmedPlease check www.servicedeskshow.com for current details.

TUESDAY 23 APRIL WEDNESDAY 24 APRIL

EDUCATION PROGRAMME

Seminar Type: Case Study People & Performance Strategy & ProcessSEMINAR THEATRE 3

NEW for 2013.Pre-book your seminar place*

- Beat the queues and plan your day in advance. Find out more at

www.servicedeskshow.com/education*Limited places will be available on the day at no cost. Please note programme

may be subject to change.