Returning for its 20th year, SITS14 (29-30 April) will bring together over4,000 IT practitioners in an environment that promotes networking andinformation sharing, with a first-rate education programme supportingand enhancing the exhibition.

Case studies lead the way at SITS14

www.servicedeskshow.com | Opening Times: Tues 29 April: 09.30-17:00 | Weds 30 April: 09:30-17:00

The UK’s leading IT Service Management and Support event

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Show News &Exhibitor HighlightsFind out about the new launches, updates andexhibitors at SITS14Pages 3-6

Exhibitor List andFloorplanPlan who you want to meeton the dayPage 7

Full education programmeFind out about all the greatcase studies and practicalsessions running throughoutthe showPages 8-11

What’s inside...

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Companies confirmed and setto share their experiences andIT service strategies includeGocompare.com, Network Rail,News UK, Virgin Media andOxford Brookes University.Covering everything fromtransforming an existing serviceoperation to meaningfulmetrics, these seminar sessionswill inform, inspire and offer realpractical advice.

Another avenue for thosewho wish to learn from theexperiences of others will be

the show’s Hot TopicRoundtables. These informalfacilitator-led group discussionswill again be the networkinghub of the show. Based on thetopics that are key in theindustry today, visitors have theopportunity to bring theirquestions to the table and leavewith great practical advice. Youcan view the full programme onpages 8-11.

Gartner returningas featured guestFollowing their successful debut at last year’sevent, world-leading IT research company Gartnerwill return to London’s Earls Court, to headline anexclusive set of Keynotes at SITS14.

The return of Gartner offers visitors animportant opportunity to engage with, and gainvaluable advice from, the Gartner team. Within theKeynote Theatre – Featuring Gartner, leadanalyst Jeffrey Brooks will be delivering a keynoteand chairing a panel discussion on each day of theshow. Gartner will also be offering visitors, whoparticipate in a short survey on their company’sstand, the opportunity to receive a complimentaryGartner report (worth £200).

Visit Gartner at stand500 to meet the teamand find out more.

Download theSITS14 show AppWhether you have already registered for theshow or not, download the SITS14web App now to have access to allof the event information wheneveryou need it. The essential tool forplanning your visit, the Appincludes the floor plan, exhibitorlist, education programme andgeneral show information. Oncedownloaded you can build yourown personalised agenda of allthe companies and sessions youwish to see so you don’t missanything. Get the App now atwww.eventmobi.com/sits14

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Session pre-bookings now open!After its popularity last year, you can once again pre-book your place at any chosen seminaror keynote. For just £6 (including VAT) per session you can beat the queues and build yourown bespoke training programme by booking in advance. A donation for each ticket soldwill be made to ‘Events for Namuwongo’, an initiative involving the entire events industry tohelp change the lives of thousands of people in the Ugandan community of Namuwongo.

For visitors who would prefer not to book sessions in advance,a limited amount of tickets for each session will still be availablefrom the Seminar Registration Desk on the day at no cost.Breakfast Briefings are still pre-bookable at no charge.

Seamlessly & Nexus®

make show debutSeamlessly will be using SITS14 to launch their cloud-based Nexus®

Service Platform in the UK. They claim the platform will enablecompanies to resolve connected technology issues quickly, boostsupport productivity, and improve customer experience. Based oninsights from supporting over 19 million consumers and businesseswith connected technology, Nexus’ patented architecture is designedfor remotely supporting a wide range of devices, consistently solvingproblems using proprietary automated workflow while capturing richdata for service delivery optimisation. Find out more at stand 918.

New features in SysAid v. 14SysAid, a cloud ITSM solution provider, will be showcasing an update of their product at stand 519. They report the release as theirmost innovative version to date with its advanced email parsing and routing using customisable rules set by the ITSM team, and theability for end users to reopen tickets. Other features include integrated patch management capabilities, which allow Windows-basedservers and workstations to keep up-to-date with the latest security patches and software updates.

ITSMF UK expand masterclass programmeITSMF UK will be announcing newtopics for their popular range ofmasterclasses at SITS14.Masterclasses are intensive,interactive events where content can be shaped to delegates’specific requirements. Visit them at the Official Show Bookshop(stand 604) to find out more about forthcoming Masterclasses intopics including Service Catalogue, Problem Management, SIAM,Metrics, OBASHI and SFIA.

Returning exhibitorsitehelpdesk.com (stand 522)will be showcasing updates totheir helpdesk range, whichwill be browser independent.Bryan Taylor, CommercialDirector commented: “Ourweb based helpdesks havealways utilised the features of

Microsoft’s Internet Explorerto avoid clunky web basedforms. Our new versionachieves the same effortlessform filling but now in allbrowser types so you canaccess all the features ofservice management from anyplatform.”

sitehelpdesk.com go cross browser

Discover JIRA Service DeskFirst-timeexhibitorAtlassian will beshowcasing JIRAService Desk, anIT help deskbuilt on leadingproject andissuemanagementsoftware. JIRAService Deskcombines an intuitive user experience for customers with powerfulSLA support, customisable queues, automated requestmanagement, and real-time reporting. Visitors to stand 221 will beoffered a free 30-day trial and pricing start at $10 for 10 users.

Newfaces!New exhibitors tothe show include…

Absolute Software

Atlassian

Centrix Software

Hewlett-Packard

Microsoft

Point to Point

Quickscripts

Seamlessly

SunView Software

Tata ConsultingServices

Unisys Corporation

USU AG

Verasseti

Empower users with USUEuropean supplier of IT and knowledgemanagement solutions, USU, will bepromoting USU Lifebelt which allows usersto be enabled to solve any IT problem orquestion they have ontheir own in a shortspace of time viaself-service, orto create aninformativeticketimmediately.Find out more atstand 319.

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Maximise valuewith Matrix42Matrix42 will be promoting the latest versionof its workspace management solutionwhich enables the management of physical,virtual or mobile workspaces. Updatesinclude Matrix42 Mobile which addscomprehensive functionality to state-of-the-art Enterprise Mobility Managementtechnology from AirWatch, and Matrix42Enterprise Manager which streamlinesSCCM administrative and managementtasks. Visitors to their stand (421) will also beable to pick up a new White Paper, andcomplete their service management surveyfor the chance to win an Android tablet.

Marval help the ‘manager’MSM, Marval’s integrated ITSM software, has been positioned to provide managers withinstant information on their IT estate, personnel and suppliers to minimise potentialimpact on customers and services. The company say radical functionality enhancementshave been introduced including: external MSM calendar integration - an ‘at-a-glance’overview of scheduled activities; enhanced MSM Service Breach Monitor - to establishwhat could threaten a service or service targets; and MSM Talent and Skills matrix - toensure managers allocate the right resources. Find out more at stand 825.

Verasseti endSpreadsheet MonstersFirst time exhibitor Verasseti will be demonstrating their VerassetiSecure Framework (VSF 2.0) where you can turn your spreadsheet orsmall database into a fully functioning, completely secure, robust andreliable, documented and supported web application. The frameworkalso understands workflow, so whether you are approving pricechanges, managing bonuses, or running complex financial models, VSF2.0 can help. Meet the Spreadsheet Monster face to face at stand 420.

Discover Citrus ServiceDesk 3.0SimpliSys (stand 422) willbe releasing CitrusService Desk version 3.0at SITS14. Version 3.0introduces many newfeatures, most notably“Roles and Permissions”, meaning it is now easy to create userspecific roles with defined permissions without the need forextensive training. The company will be offering one free,onsite user training day for all new customers that sign upbefore end of May 2014.

SDI to unveil their ‘Big Red Toolbox’Visitors are invited to meet SDI on stand100 to share their wish list and helpconstruct the ‘Big Red Toolbox’ live overthe two days. The aim is to make a freelyavailable range of accessible tools forservice desk managers to use to helpthem solve any service desk ‘issue’ theymight be looking to fix or to simplyimprove upon. It looks to be acomprehensive central repository full ofbest practice, inspiring ideas andinvaluable guidance.

David Wright, Director of ProfessionalServices, comments: “The SDI Big RedToolbox will inspire service desk peopleto get smart and improve by giving themunique access to the right tools, in theright place, at the right time”.

SupportDeskoffers morefeaturesVisitors to stand 314 will see the latestversion of SupportDesk Enterprise, House-on-the-Hill’s service management tool.New features on display will include ChatFacility, enabling agents to work directlywith customers via an instant messagingtool, and Drag-and-Drop DashboardDesigner where agent and customerprofile pages can be customised. NewRoom Booking facility will also be ondisplay, which allows bookings to be madevia an integrated calendar functionality,along with other advancements.

NetSupport celebrates 25 yearsVisitors to stand 717 will see the latestversions of its web-based ITIL solution,NetSupport ServiceDesk, and the highlypopular remote control tool NetSupportManager.

NetSupport Manager provides multi-platform remote support - without the needfor a third-party service or ongoingsubscription costs. An updated interface isjoined by enhanced iOS and Androidversions; extended Windows 8 support; anupdated Mac Client; the ability to identifythe location of each remote device usingGeolocation technology; a new customerservice-based PIN connect mode andsupport for the remote management ofChrome OS devices.

News in Brief

New Service Managementsolution from HornbillAt SITS14, Hornbill will unveil anddemonstrate for the first time, its new,innovative collaborative ServiceManagement solution - designed to engageteams, optimise operations and deliverbetter customer experiences. The companyclaim it offers a faster route to transformingthe customer experience. Find out more onstand 300.

FrontRange bring the HEATView live demos and presentations of thelatest version of FrontRange’s HEAT ServiceManagement Solution at stand 409, plusthere is a chance to win an iPad Mini. Thelatest release incorporates both on-premiseand cloud applications, and new featuresthat improve workflow processes, extendservice catalog support, strengthen hybridvoice capabilities and provide additionalasset discovery functionality, all through anupgraded administrator user interface.

Richmond celebrates two majormilestonesSurrey-based Richmond Systems iscelebrating its thirtieth year in business andthe twentieth anniversary of its flagshipsolution for helpdesk and asset

management. Their focus for SITS14 iscustomer service and the company will beshowcasing Richmond v10 with its new self-service portal technology. RichmondSystems invites all visitors to try v10 forthemselves on stand 715, and help themcelebrate their birthday!

UKOUG share the knowledgeIndependent not for profit membershipassociation UK Oracle User Group, will bepromoting the return of their Applicationsand Technology conferences in December.Visit stand 105 to find out how you can getinvolved Apps14 and Tech14, and to havethe chance to win some fantastic prizes.

Make your printer fleet manageableSITS14 will see Xeretec demonstrating thelatest developments in print managementthat could streamline your businessprocesses and drive through significant costsavings. Xeretec uses cloud technology tomanage your printer fleet with nodisruption or downtime required. Thecompany will be showing visitors to stand518 how they could be saving up to £150per employee per year.

Collect the 2014 service desksurvey resultsSTI will be releasing the results of their2014 IT Service Desk Survey at stand 416.Now in its 20th year, it will provide a “nutsand bolts” view of the industry front line.The company will also be providing detailand dates for their forthcoming ServiceDesk courses.

MAXimise internal efficiencyGFI Max will be showcasing new ServiceDesk, a helpdesk tool and customer service solution which will streamlineprocesses within a support team, along with their existing RemoteManagement solution. Between them, thecompany claims, there is a way to manage everything and help MSPs deliver better support to their customers.MSPs can leverage the integration between ServiceDesk and RemoteManagement to auto-create tickets on device outages/alerts, importeverything into ServiceDesk to minimise the adoption overhead, manage SLAs for tickets and export reports. Find out more at stand 521.

Enhanced Security with Bomgar’s NewRDP IntegrationBomgar, a provider of enterprise remote supportsolutions, will be conducting live demos of their latestrelease, Bomgar 14.1. Included in Bomgar 14.1 is thenew RDP integration which allows support techniciansto initiate an RDP session through the BomgarRepresentative Console from a different network withoutopening up the firewall. Natively, RDP has limited centralisedmanagement, auditing, reporting and collaboration capabilities.Bomgar eliminates these issues by routing RDP sessions through itsappliance-based system, layering the security and managementbenefits of Bomgar over each remote desktop connection. For moreinformation on this integration and more, visit stand 515.

RMS take it toanother levelVisitors to stand 821 at SITS14, will be able todiscover ‘RMS Point of Business’, the new ServiceManagement suite from RMS Services. Thecompany claim it takes typical service desk

solutions to another level, by providing you with aplatform to manage your processes business wide,

not just centralised within IT. The solution is fully web enabled and features

customisable screens and workflows. Self-Service and webaccess is mobile optimised and can be delivered via the Cloud,on premise, or as a hybrid. In addition it fully integrates with3rd party tools such as Outlook, Lotus Notes and SCCM.

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Easy support in any time zoneSITS14 will see the launch of NetHelpDesk’s all new NHD2014. The company have addedadvanced features such as new UTC time zone settings, which allow the support of endusers in any time zone with finesse. The company say integration with other products hasalso ramped up significantly in the Remote Monitoring and Management arena, withKaseya, GFI Max and CentraStage plugins. Smartapps 2.0 will also be launched, with ticketassignment recommendation based on the GPS co-ordinates of a field technician, andimproved maps integration, with journey, expenses and time management. All the newfeatures are included as standard. Visit NetHelpDesk at stand 215 to find out more.

Join the pre-show networking buzzVisitors can keep up-to-date with all thelatest SITS14 news and updates byfollowing @sdits, and using #sits14 to bepart of the conversation. Not on Twitter?Join the SITS14 LinkedIn group tonetwork and take part in ITSM & showrelated discussions.

Keep in touch with everything that’shappening at the show via ourTwitter screens, which will belocated around the show floor– make sure you get involved byTweeting too!

Enhanced solution forDynamics CRMAlfaPeople will be presenting the new version of their ITILaccredited ITSM Solution for Dynamics CRM on stand 914 atSITS14. The company say they have optimised and enhancedtheir existing solution to take advantage of the new features andfunctions in Microsoft Dynamics CRM 2013, and help acceleratethe deployment of the ITIL framework within any business.

Infosecurity Europetakes place next doorVisitors have the opportunity to network, engage and learn with16,700+ information security professionals at Infosecurity Europe on29 April - 1 May 2014. The largest and most attended informationsecurity event in Europe, the exhibition features not only over 325exhibitors and the most diverse range of new products and servicesbut also an unrivalled free education programme.

The Infosecurity Europe Education Programme addresses thelatest challenges in information security and will provide visitors withbusiness critical insight, best practice and practical case studies.Speakers include information security thought-leaders from publicand private sector end-users, policy-makers and government,analysts, industry experts, service providers and vendors.

Featuring five conference and seminar theatres and acomprehensive programme of workshops and training courses, theprogramme offers something to meet all educational needs.

Infosecurity Europe is located in Earls Court alongside SITS14 –you can gain free entry with your SITS14 badge, there is no need toregister. Look for the signs for the internal crossover point.

VivaDesk to belaunched in UKat SITS14Vivantio is 10 years old and to celebratethey are unveiling their new service deskproduct VivaDesk exclusively at SITS14.Vivantio Co-Founder and CEO Greg Richrefers to it as a “Service ManagementPlatform” rather than a traditionalapplication.

Greg goes on to explain: “Servicedesk products have always had problemsbalancing simplicity and flexibility. If aproduct is really flexible it tends to be anightmare to configure. We believewe’ve solved this problem with theVivaDesk platform.”

Visit stand 415 for your first chance totake a closer look at VivaDesk.

Get your gamification toolkitG2G3 will be giving away a number of ‘Gamification Card Decks’ - the ultimategamification toolkit for business, this card deck will allow users to successfully creategamification ideas to be injected into their service management product, project,process or team. Gamification can be applied to any activity in which people areengaged, and can help drive desired behaviors within the context of the activity. G2G3will also have the virtual reality gaming and simulation platform, the Oculus Rift onstand 723, which will be used to showcase the latest immersive training environments.

Axios showcase next generation ITSMAxios are inviting visitors to join them on stand 615 for an exciting schedule of on-stand presentations about emerging trends and bestpractices, and how they deliver tangible value. The company will also be demonstrating assyst 10 which combines traditional service,asset and support management with social IT, mobility and gamification.

Absolute Software ..................................609Alemba Limited.......................................605AlfaPeople UK .........................................914Atlassian...................................................221Autotask (UK) Limited.............................603Axios Systems..........................................615Barclay Rae Consulting ..........................616Biomni ......................................................217BMC Software .........................................709Bomgar ....................................................515CentraStage ............................................618Centrix Software......................................915Cherwell Software Ltd ............................700Citrix Online ............................................414Citrus Service Desk .................................422Clockwork IT............................................113Freshservice.............................................620FrontRange..............................................409G2G3 Group............................................723Gartner.....................................................500GFI Max ...................................................521Global Knowledge Networks.................220Global Technology Solutions ................318Hewlett-Packard......................................720

Hornbill Service Management Ltd ........300House-on-the-Hill Software Ltd.............314HP.............................................................208ISL Online Ltd..........................................317IT Training Zone......................................712ITSMF UK.................................................604Kepner-Tregoe Ltd .................................107LanDesk ...................................................400LogMeIn...................................................815Macro 4 ....................................................219ManageEngine........................................320Marval.......................................................825Matrix42 ...................................................421Microsoft..................................................926NetHelpDesk...........................................215NetSupport Software Ltd.......................717OpenText.................................................509Pink Elephant ..........................................916Point to Point ..........................................102Quick Scripts ...........................................823Richmond Systems..................................715RMS Services ...........................................821Seamlessly ...............................................918Selection Services ...................................315

Service Desk Institute .............................100ServiceNow..............................................309sitehelpdesk.com....................................522Specops Software Ltd ............................920STI Ltd......................................................416Sunrise Software .....................................200SunView Software ...................................710SysAid ......................................................519Sysop........................................................109Tata Cosultancy Services........................517TechExcel.................................................212The Grey Matters ....................................106Tools4ever ...............................................613TOPdesk UK Ltd......................................308UK Oracle User Group ...........................105Ultima Business Solutions ......................419Unisys Corporation .................................820USU AG....................................................319Verasseti...................................................420Visionera AB ............................................316Vivantio ....................................................415Xeretec.....................................................518xMatters ...................................................921

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

Exhibitor List

Keynote TheatreUpstairs to

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BREAKFAST BRIEFINGS

KEYNOTE THEATRE

08:30 Customer experience: what it really means for servicedesks

Service desks are being urged to become customer-centric, but what do they really thinkof the service culture? This breakfast briefing will discuss the new SITS14 White Paper,presenting a state-of-the-industry as it relates to the customer experience. The panel willuse the research to look at this crucial, but misunderstood element of IT support inunprecedented detail. Attend the session and collect your FREE copy of the white paper.Copies will also be available at the Cherwell Software and SDI stands.

Discover what your fellow service desks think of customer experienceJoin in with our panel to debate the service journeyLearn how other IT support operations are delivering and measuring customer-centricservices

08:30 Social, mobile, gamification: headache or saviour? Service desks are treating collaboration, social IT, gamification, and multi-channel asdisparate problems. This breakfast briefing explains that not only are these digital toolsclosely linked, they can be harnessed to ensure that current and future businesstechnology challenges are met.

Discover what your fellow service desks think of customer experienceJoin in with our panel to debate the service journeyLearn how other IT support operations are delivering and measuring customer-centric services

FeaturingThese exclusive sessions take place upstairs in the executive conference centre. Find out more at www.servicedeskshow.com/education

10:30 Telling your story with Business Value DashboardsJeffrey Brooks, GartnerDemonstrating infrastructure and operations business value is critical to growinginvestments, yet remains a challenge for most infrastructure and operations leaders.Business value dashboards offer an alternative approach to traditional performanceand productivity metrics reporting, helping IT break down faulty assumptions andtake pragmatic steps to start clearly demonstrating their positive impact on businesspriorities.

Why you are measuring the wrong things to get the desired outcomeUnderstand why we must reframe our story to help business understand ourcontributionLearn how business value dashboards offer a smarter approach to measuring success

12:30 PANEL DEBATE: CIO and IT leader relationshipcounsellingThis session will provide a unique look at the disconnect that often exists betweenthe CIO’s office and the team responsible for executing the leaderships vision. JoinGartner Analyst Jeffrey Brooks as he holds a therapy session akin to couplescounselling to show how both parties can gain better understanding through moreactive communication and alignment, which ultimately yields better service andsupport for the business.

Learn why two parties crucial to delivering effective IT can’t get alongStrategies for bridging the gapDestroy the barriers that stop IT and senior managers working effectively

14:00 Ephemeral Knowledge - the shift to disposablecultureChris Dancy, ServiceSphereFor more than thirty years, IT has been struggling with knowledge management. Inan information-rich age, this struggle has led us to the Age of the Disposables. FromSnapchat and Workshifting and Car2Go to URLs that expire, couch surfing apps, andeven APIs that direct you to Meetup for free meals, we live in a temporary world.Chris Dancy is your guide to information, technology, people and life.

Navigating the move from information and asset ownership to temporary cultureExamples of how temporary media can help your businessHow IT professionals must adapt to the age of information velocity

10:30 Investing wisely on your ITSSM toolsJeffrey Brooks, GartnerJeffrey Brooks of Gartner talks about selecting technologies appropriate to yourbusiness that will also support future plans, and explains how both the MagicQuadrant for ITSSM and Critical Capabilities for IT Service Catalog tools arecomplied. The session will arm you with a solid understanding of the current trendsin buying behaviour and what questions to ask potential vendors in order to makethe most of your time at SITS14.

Understand how the Magic Quadrant for ITSSM is complied - and what it teachesLearn the crucial question to ask suppliers when deciding what to buyEnsure you select a product which supports your current - and future - plans

12:30 PANEL DEBATE: Which came first: the catalogueor the portfolio?Despite the service catalogue being a well established concept, many IT supportoperations are still struggling with it. And even worse, even fewer have definedtheir actual services. This panel debate led by Gartner analyst Jeffrey Brooksquestions whether the problem lies with the catalogue and portfolio concept, orthe culture and approach to IT services as a whole, and will offer advice on how tomake it work for your organisation.

Understand the connection between the service catalogue and IT portfolioLearn whether the problem is caused by poor culture, or process, and how to remedyitAdvice on how to deliver an accessible and useful body of services to the business

14:00 The customer service mythNoel Bruton, Bruton ConsultancyNoel Bruton says misconceptions around the concept of 'service', chiefly gauchesuggestions such as "smile on the telephone", means that confusion around whatwe should be delivering is rife. This session promises to deliver the truth aboutcustomer service as it affects IT support, with Noel drawing on his experiences inthe field and his methodologies to present a definitive look at this important topic.

A clear definition of what service means to IT supportLearn where to discover innate 'service' expertiseTactics for delivering the interactions your customers want

TUESDAY 29 APRIL

TUESDAY 29 APRIL

WEDNESDAY 30 APRIL

WEDNESDAY 30 APRIL

HOT TOPIC ROUNDTABLESHOT TOPIC 1 HOT TOPIC 2 HOT TOPIC 3

10:45 Successful self service BYOD Making OLA's easier and achievable

12:00 Hiring & motivating great IT talent Emerging methods: Agile, Devops Lean ITSM - Better, quicker, cheaper

13:15 Measuring metrics: Knowing what data matters Effective IT governance Problem & incident management

14:30 Building & using knowledge bases Reactive to proactive service desk Improving your BRM strategy

HOT TOPIC 1 HOT TOPIC 2 HOT TOPIC 3

10:45 BYOD Improving your BRM strategy Problem & incident management

12:00 Hiring & motivating great IT talent Making OLA's easier and achievable Effective IT governance

13:15 Reactive to proactive service desk Lean ITSM - Better, quicker, cheaper Emerging methods: Agile, Devops

14:30 Successful self service Measuring metrics: Knowing what data matters Building & using knowledge bases

Learn from and share experiences with your industry peers at one of our facilitator-led small group discussions.

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

Maximise your day by starting your visit with one of our executive briefings. Free to attend, book your place at www.servicedeskshow.com/briefings

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TUESDAY 29 APRIL WEDNESDAY 30 APRIL10:00 Reimagining the role of ITPatrick Bolger, Hornbill Service ManagementFrameworks, maturity assessments, and service improvement initiatives may bedelivering value for IT, but does the customer benefit? This is a new economy, withnew rules, and we must re-imagine the role IT has to play in delivering businessoutcomes. This session examines how IT can be more agile, using continualimprovement and collaboration to drive value from the customer’s perspective.

Why traditional attitude, behaviour and culture needs to be modernised for nextgeneration service managementLearn how collaboration drives continual improvementStrategies to increase the visibility of IT value

10:50 Gocompare.com: A Service Desk TransformedBen Wigley, Head of IT Service Management, Gocompare.comWithin two years, the Gocompare.com IT department completed a journey from anemail ticketing help desk system to a single point of contact ITSM service desk. Thissession will detail the steps taken, explaining how other service desks can also enjoyincreased visibility, and improved communications and relationships with the business,by delivering a proactive service.

How to make the leap from an email ticketing help desk to a single-point-of-contactITSM service deskLearn the significant mindset/behaviour change that results from a more professional,customer-orientated focusLessons learned with hindsight and post project reviews about what Gocompare.comwould have done differently

12:20 Habits of highly successful service desk managersDavid Wright, SDISDI’s director of professional services, David Wright, draws on his extensive industryexperience to challenge perceptions around what constitutes a great leader, thestrategies and qualities shared by the best service desk managers, and how toencourage and extract those qualities that will drive IT support forward.

Discover how to become a better leaderUnderstand the practical tools you can use to inspire your service desk team usingreward and recognitionHow you can encourage the right behaviours in your team in-line with your company'sstrategy

13:10 Supporting the Royal Australian Navy’s billion-dollar shipsGreg Warner, Team Leader, BAE Systems AustraliaBAE Systems Australia, the country’s largest defence contractor, will explain how theAustralian Department of Defence uses its service desk to meet the challenging taskof supporting assets of huge value - both financially and strategically.

Tips for supporting extremely complex and high value assetsHow to build collaboration between different organisations, teams, and security access levelsAdvice for fast tracking problem resolution by connecting the end users with servicedesk and engineering teams

14:00 PANEL DEBATE: Social collaboration in ITSM - thenext big thing, or big time-waster?

There is a groundswell of support for the idea that traditional 'best practice’ cannotkeep up with the demands of a rapidly changing technology market. Socialcollaboration is being touted as the next big thing for solving IT challenges, yet feworganisations have reported using this approach to great effect. This session looks atthe reality behind the hype, explaining the fundamental changes to people, processand social technology that must take place for this new approach to transform ITservices and the way businesses communicate.

Learn the crucial differences between collaboration and team-workAvoiding the destructive habits of failed collaborationHow to create the foundations of successful collaboration

14:50 The Human Information System - BYOD, wearablecomputing and imperceptible electronics

Chris Dancy, ServiceSphereYou are the greatest information system that you will manage, own, or work with.BYOD is just the beginning; Google Glass, health sensors, and every form of ambient,calm computing you can think of means that everything we see and do will berecorded and measured. Moving towards a future of imperceptible devices, how dowe create the greatest value for our organisation given the way data affects ourpersonal lives and culture?

What is ‘wearable computing’ and how will it lead to the rise of the ImperceptiblesUsing responsible bi-directional surveillance in the workplaceHow to harness wearable computing in knowledge work

15:40 Why cost is IT’s new world orderEileen O’Mahony, WMPromusITSM in no longer about maintaining technology, it must drive integration throughoutthe enterprise, meet the expectations of an increasingly tech-savvy community anddrive business innovation. This presentation links these lofty aims with the ever thornyissue of cost to help you create a support operation that delivers what’s needed - andhas the receipts to prove it.

Identify the external influences that have altered the aims of ITSMPrepare a strategy that is forward-looking yet cost-consciousLearn how to quantify your actions

10:00 Respect the service deskBarclay Rae, Barclay Rae ConsultingOften the service desk is blamed for things beyond its control and receives littlesupport from its own colleagues across the IT organisation. This session explains howthe 'supply chain of service provision' (processes, accountabilities, governance,support) works and provides clear guidance on how to counteract negativeperceptions and build a successful team approach to service delivery.

Clarity on the real issues holding back service desksGuidance on the need for cultural, ownership and governance changes across the ITorganisationPractical tips on how the service desk can gain respect

10:50 Network Rail service desk: the journey from fixer tofulfiller

Matt Turner, Service Desk Manager, Network RailNetwork Rail’s Service Desk struggled to perform dependably and so embarked on aproject to improve processes - built around Axios’ assyst - based on what customerstold them was important. This session explains how this work-in-progress has alreadyimproved first call resolution, increased 'value' of contacts by 66 per cent and drivendown costs for an estate which has grown by more than 10,000 IT users.

Record and analyse data to identify weaknesses and fixesBecoming more 'social' to improve customer communicationsImprove relationship with project delivery and other key areas of support to movetowards a DevOps approach

12:20 Is ITSM the best we’ve got? New approaches todelivering business technology

Peter Johnson, Fairday ResearchWork psychologist Peter Johnson presents an alternative to the current and notalways successful modes of conceptualising the IT service desk, drawing oncomplexity science, psychology and philosophy to create a new approach. If yoususpect that ITSM or current methods are imperfect, and are looking for fresh ideas,do not miss this session.

New ways of conceptualising the IT service desk, leading to competitive advantageRethink your approach to ensure staff are focused upon service excellenceBuild pathways towards future evolution and progress of key IT service concepts

13:10 Game on: Learn how to gamify your IT services andprojects

Jason McClay, G2G3Gamification can help drive desired behaviours for operational, communications andeducation-based ITSM tasks, or drive the success of specific IT enterprise projects andinitiatives. This interactive session teaches you how to 'gamify' your processes, servicesand projects.

Gain practical understanding of how gamification can drive significant value to IT enterprisesLearn the basics needed to begin implementing gamificationReceive a gamification card deck to guide you through the process

14:00 PANEL DEBATE: ITIL: the final showdown?With IT changing at a phenomenal rate many are beginning to question ITIL’s viabilityas a guiding light for service management. Join our panel as they debate all aspectsof ITIL: its new ownership and the direction they are taking it, and the changingcontext which the framework finds itself in, as part of this definitive SITS14 ITILshowdown.

Join the debate about the current and future direction of ITILLearn different approaches to fixing ITSM challengesFind out what the industry thinks of ITIL’s immediate future

14:50 ITSM to feed the worldTom Bailey, Alemba & Marc Brown, World Food ProgrammeAs part of the United Nations, the World Food Programme (WFP) gives foodassistance to 90 million people in 75 countries, operating in some of the earth’s mostchallenging environments. This presentation shows how a centralised approach toITSM has helped tackle some of these enormously important and challenging issues.

How centralised ITSM and tools can improve the effectiveness of the service desk andfield IT supportUsing ITSM and ITIL to overcome real-world challengesMake efficient use of resources to deliver vital services

15:40 What is ‘value’ anywayAdam Poppleton, BrightOak ConsultancyService management guidance tells us that a service is defined by the 'value' wedeliver to our customers, but what is this concept of value and why it so illusive?Former IT manager Adam Poppleton draws on his experiences in the field, as well asthe ITIL Service Strategy books, to explain how everyone can deliver and demonstratevalue.

A practical explanation of what value is and where it comes fromA series of real-world based examples and explanations of how service providers get itwrong (and why)A set of practical steps and advice as to how to avoid the same mistakes

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All sessions at SITS14 are FREE on a first come, first served basis when you collect yourtickets from Seminar Registration on the show days. Alternatively why not beat the queuesand build your own bespoke training programme by booking your chosen sessions inadvance for just £6 per session? Find out more at www.servicedeskshow.com/education

Seminar Type:

Case Study

People & Performance

Strategy & Process

SEMINAR THEATRE 1 SPONSORED BY

Page 10 ShowPreview

TUESDAY 29 APRIL WEDNESDAY 30 APRIL10:00 10 tips for Software Asset ManagementVawns Murphy Guest, Change & Release Manager, Virgin MediaOrganisations across the globe are being fined millions of pounds by software housesfor either under licensing or for not having proof of appropriate licences. Regulationssuch as SOX or BASEL III mean having a strong SAM process is more important thanever, and here Vawns Murphy Guest shares her extensive experience with ten simpletips to keeping on the right side of laws and regulations.

Identify the most urgent SAM prioritiesTips for shoring up all elements of software deploymentIntegrate your SAM strategy with other related processes

10:50 Picking your ITIL battles at Midcounties Co-operative Sheridan Hindle, Head of IT, The Midcounties Co-operativeThis presentation covers the drive for efficiency in a rapidly growing organisationthrough the use of ITIL processes, focussing on making use of the bits of ITIL thatwork and discarding parts that do not. This case study also shows how MidcountiesCo-operative created a self-service portal as part of a drive to improve service to10,000 people.

How to manage rapid growth through effective use of your service management solutionEffectively use ITIL processes: incident, problem, service and change requestOvercoming challenges related to call logging by self-service portal development

12:20 Empowering the people behind the headlines atNews UK

Joanne McQueen, Service Transition Manager, News UKDelivering an excellent customer experience needs all support staff to work together,and metrics that drive the right behaviour. Joanne McQueen of News UK explains howto change your culture and redefine reporting to improve customer satisfaction, andincident and problem resolution.

Tips for creating a best-in-class service deskLearn which metrics drive behaviour which helps service satisfaction soarLearn about the customer-culture which powers News UK

13:10 The 'CSI Triangle' which unlocks service qualityBarclay Rae, Barclay Rae ConsultingCSI is often tacked on the end of a project, but should be an integral part of what wedo. Knowledge, problem management and reporting are key aspects of CSI andfundamental to the success of all ITSM processes, yet we don't see manyorganisations successfully doing this. Barclay Rae’s session provides practical insightson how to make this 'triangle' work for service operations.

A clear view on how and why to focus on CSI and achieve business successClarity on the key functions and benefits of knowledge management, problemmanagement and ITSM metricsPractical tips on how these areas work together and how to integrate them

14:00 25 years of the service desk; how do you stack up?John Fahey, STIWith more than 400 organisations completing the 2014 Service Desk survey, JohnFahey provides a definitive snapshot of the industry. From staffing numbers, callvolumes, SLAs and attitudes to ITIL, this session offers a real-world look at service desks- and where you stand in comparison. All attendees receive a free copy of the report.

Collect your free copy of the 2014 Service Desk surveyLearn the trends affecting the industryUnderstand how your service desk stacks up

14:50 Governance and fragmented IT: must service deskslet go?

Suresh GP, HPWhile adherence to changing regulatory and legal compliance makes IT governancemore important than ever, tightly controlling technology contradicts demands fromthe business for more flexible IT. This session questions the role of governance, why itmust still remain a priority, but looks at how to create enough leeway to ensure thebusiness doesn’t look elsewhere for IT services.

How IT governance can help businesses adapt to changing business trendsPractical tips to make organisations compliant to legal, regulatory and contractual needsCase studies to illustrate practical benefits of applying IT governance to minimise risk

15:40 Motivating a 300% improvement in service desk efficiency

Girish Mathrubootham, FreshdeskMaintaining service desk morale is a never-ending challenge for managers, and in thissession Girish Mathrubootham explains how integrating game mechanics can helpoverhaul your approach to motivation, bringing an element of fun back into ITsupport.

Why service desks should worry about agent morale and productivityHow to make the helpdesk a proactive and fun place to workUse gaming mechanics to create common performance objectives between IT and thebusiness

10:00 How many support staff do you actually need?Noel Bruton, Bruton ConsultancyHow did you arrive at the present IT support headcount? Was it by scientificapproach? Or perhaps by reactive recruiting, budgetary circumstance and accident ofhistory? Noel Bruton explains the science-based calculations which predict, quantifyand justify first- and second-line IT support staffing levels with an unprecedented levelof detail and confidence.

Learn how staffing number affect service levelsDiscover why a scientific approach to staffing numbers is a mustHow quantifying other costs can help service desks gain trust and support

10:50 Cool heads, red hot service deskJo Johns, Jo Johns EducationIf you can keep your head when all about you are losing theirs...you should be workingin a service desk. Not known for a slow and steady pace of life, the service desk isoften more akin to a MotoGP race where the pace is always fast and furious. Thissession looks at the qualities and skills that create a world-beating service desk teamthat is valued by the organisation.

A reinforcement of the value and contribution a good service desk can make to theorganisationA check-list of some key qualities and skills that will help to build the perfect teamAwareness-raising activities that service desks should be using

12:20 Shared services at Norfolk Educational ServicesStuart Mullineux, Director of Campus Services, Norfolk Educational Services

The efficiencies promised by shared services make it financially enticing, but thechallenges they present can seem insurmountable. This case study explains howNorfolk Educational Services successfully met these challenges, offering real examplesfor any merging service desk, or those who wish to incorporate departments such asfacilities or HR.

The benefits of the shared service centre management approach including cost savingsand common processesLearn the power of having one point of contact for end usersAn understanding as to how to involve all stakeholders in the process

13:10 How to successfully implement chat supportGreg Cowart, BomgarFrom saving money to increasing productivity and improving customer satisfaction,chat seems the perfect IT support channel. In reality, implementations often fail tomeet expectations and rarely deliver the promised ROI. This session explains whymost chat initiatives fail and outline eight best practices for reaping chat’s rewards.

Benefits of moving support calls from phone to chatWhy some chat initiatives failBest practices for implementing chat and delivering results

14:00 A view from the project managerDuncan Watkins, IT Project Manager, SercoThis seminar will talk about release management, but from the project manager'spoint of view to explain where and why friction occurs. Drawing on his experienceworking in both environments, Duncan Watkins will reveal the guiding principles whichhelp get buy-in from those delivering changes into the existing service environmentand how to make the transition into 'business as usual' a smooth one.

A better understanding of the challenges of project managementLearn the differences between service and project goals, and how to align themHow to pragmatically approach release management

14:50 Is ITSM no longer in charge of service management?Kevin Leslie, HPThe availability of cloud software and the ubiquity of mobile devices mean that anyindividual or business unit can build service management independent of the ITdepartment. Kevin Leslie will explain how IT can harness social collaboration tobecome a strategic service provider and indispensable business asset.

Hear how new technologies in multi-supplier environments enable IT as a service brokerto the businessSee how social collaboration drives better service quality by connecting IT and thebusiness into a single conversationLearn how big data can secure IT’s role as a partner in the business by buildingcompetitive advantage

15:40 Skills for the 21st century service deskMatthew Burrows, BSM ImpactIn this practical session, Matthew Burrows describes how to revolutionise recruitmentaway from the current 'word search' matching experience, baseline current skills,effectively allocating training budget, and implementing continual professionaldevelopment, to ensure your service desk is equipped to deal with the challengesthrown at it. All attendees will be offered a free SFIA Skills Assessment.

Free SFIA Skills Assessment worth £24How to improve recruitment - as employers or employeesTips on how to drive Continual Professional Development

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

All sessions at SITS14 are FREE on a first come, first served basis when you collect yourtickets from Seminar Registration on the show days. Alternatively why not beat the queuesand build your own bespoke training programme by booking your chosen sessions inadvance for just £6 per session? Find out more at www.servicedeskshow.com/education

Seminar Type:

Case Study

People & Performance

Strategy & Process

SEMINAR THEATRE 2 SPONSORED BY

TUESDAY 29 APRIL WEDNESDAY 30 APRIL

All sessions at SITS14 are FREE on a first come, first served basis when you collect yourtickets from Seminar Registration on the show days. Alternatively why not beat the queuesand build your own bespoke training programme by booking your chosen sessions inadvance for just £6 per session? Find out more at www.servicedeskshow.com/education

Seminar Type:

Case Study

People & Performance

Strategy & Process

10:00 Solid metrics for The Coal AuthorityCraig Jeacock, ICT Senior Service Manager & Architect, The Coal Authority

A combined presentation between The Coal Authority and TOPdesk; this presentationlooks at the decision making process behind the what, the why and the how of analysingdata generated by the service desk. Hints, tips and tricks will be shared alongside,industry trends and practical examples.

How to improve reporting, and share it effectivelyUnderstand who will be interested in what dataAvoid the pitfalls of KPI's and keep most of the people happy most of the time

10:50 First steps to effective problem managementAlex Hocking, MarvalProblem management is critical to ITIL service transition, but too few organisations havemastered this critical process. In this session, you will learn not only how to improveproblem management, but also how to embed it at all levels of the service desk andyour working life.

Practical advice, exemplars and guidance on problem managementHighlighting the common mistakes that hamper its adoptionKey benefits that will help you 'sell' problem management to key stakeholders

12:20 Is ITIL ready for the DevOps approach?Kaimar Karu, MindBridgeAfter introducing DevOps at last year’s SITS, Kaimar continues the story with a step-by-step look at what it means to apply its principles to key ITIL processes. The session alsocovers the need for cultural changes, how to ensure minimal disruption from incidents;showing the business value of problem management; how to work with agiledevelopment processes while maintaining control over changes; and making the CMDBwork.

Understanding the links and benefits of merging DevOps and ITILHow to reduce bureaucracy while maintaining controlLearn about the DevOps-related approaches that can overcome traditional ITSMchallenges

13:10 More calls, more intelligence, more satisfaction forDatrix

Desire Cilliers, Service Manager, DatrixAs a managed service provider, Datrix’s service desk plays an important role supportingand ultimately retaining customers. This case study details how a programme ofcontinuous service improvement, linked to a smarter approach to reporting and decisionmaking, has helped Datrix and its technology partner Autotask impress customers byimproving all aspects of the support business.

Advice for handling a 60 per cent increase in calls loggedHow to produce useful reports in one day instead of fiveLearn how increasing customer satisfaction improves retention

14:00 Is your IT support passing the BYOD challenge?Sarah Lahav, SysAidThere are myriad BYOD challenges: working out what to support, with what servicelevels, and defining what is beyond your capabilities. This session will help youunderstand how robust your strategy is, and also explains why rather than beingsomething to fear, fully embracing BYOD can increase productivity, improve security,and prevent floods of calls hitting the service desk.

How to assess your BYOD policiesHone and tweak existing policiesAlign BYOD with your business priorities and budget options

14:50 Lessons from MSPs on delivering world-class serviceDave Sobel, GFI MAXNow businesses can choose outsourcing and powerful, easily accessible cloud-basedsoftware, IT departments now find themselves in a competitive environment. Dave Sobeldraws on his background running a managed service provider in a sector fullyacclimatised to delivering IT under commercial pressure, to illustrate how a combinationof technology and savvy can deliver services that increase revenues and margins.

Real-world examples of how MSPs deal with commercial pressureWhy a customer-first approach is the best route for service desksHow to alter focus away from operational goals, towards a cost and profit-led approach

15:40 The big agenda: prioritising those tickets that hold thereal value

Quentin McPhee, VivantioThe old and tired method of ordering tickets by their SLA time remaining is no longergood enough for service desks aiming for quality. This seminar offers fresh approachesto prioritising that can cater for all possible requirements, ensuring the assignment ofwork in a way that achieves the greatest value for the business.

Gain insight into different methods of prioritising service desk ticketsRecognise how the different methods of prioritising can achieve improved business valueUnderstand the link between service level agreements, business value, availability andpriorities

10:00 Benchmarking your service desk successHoward Kendall, SDIIn this session Howard Kendall, founder of SDI, shows why benchmarking your servicedesk is not generally useful if done on a one-off or isolated basis. Instead, he explainshow and when to test your capabilities, what other processes and methodologies arecompatible, and how to put your findings into practice.

Best practices and tools for benchmarking your service deskWhat to benchmark your service against, and when to do itHow to start your continual service improvement journey

10:50 The 'Do It Yourself' service deskChristope Capel, AtlassianAtlassian’s legal team will demonstrate how it maximised the efficiency of its legalteam and added value to the business by building a self-service desk, which copeswith an annual doubling of service requests, and allows the team to prioritise thoseissues impacting business performance.

Automate your business’ processes and workflowsProvide the business with a self-service catalogue to reduce your team's workloadPrioritise requests that are doubling annually to focus on the highest-value matters

12:20 Lessons in ITSM speedGareth Brown, Head of Customer Services, Oxford Brookes University

Covering mobile device management, a compliance audit, XP migration, and thedeployment of a self-service portal, this inspiring case study is a lesson of how aservice desk can succeed at managing multiple complex projects, and improve usersatisfaction and make better use of the physical estate as a result of their endeavours.

How to implement mobile, compliance and physical management solutionsLearn how a user focused modern educational institution has re-engineered its IT toprovide the highest levels of user satisfactionClear-use case for using cloud based solutions to eliminate reliance on in-house datacentre resources

13:10 INPS is transforming IT support for UK GPsChristian Nagele, CentraStage & Phil Stickland, INPSINPS explains how it harnessed cloud technology to help support 2500 GP practicesand 40,000 users in the UK health sector, creating a service that is highly effective,highly visible, highly proactive and highly regarded.

Learn how to tackle technological change in a fast-changing sectorUnderstand the benefits and challenges of using of cloud-based technologyWhy remote monitoring can lead to improved service levels

14:00 Making peace with the enemy - a rough guide tosupplier management

Barry Corless, Global KnowledgeIn 2014, service integration often involves knitting together a fog of suppliers in an 'asa service', BYOD environment, with IT expected to manage an eclectic mix ofsuppliers chosen for them by disparate customer groups. Barry Corless explains howto work effectively in this new challenging environment.

Advice on supplier management from many sources both inside and outside the ITenvironmentUnderstanding that trust can be a major ROI in supplier relationshipsWhat to do when you realise you're not a supplier's key account

14:50 Maintaining effective service level management as ITmoves to the cloud

Dr. Don Page, MarvalServices are increasingly composed of on-premise and cloud-based business services,IT infrastructure and applications. This heterogeneity adds to the complexity ofService Level Management, whether monitoring service levels with customers;operational level agreements with second line teams or under-pinning contracts withyour suppliers. This session will outline how to simplify this complex SLM requirementto ensure you keep your promises to customers.

Practical guidance on keeping your promises and the key pitfalls to avoidGo home with a sample strategy you can use to engage with the business and yourcustomersLearn the benefits of using forward scheduled SLAs

15:40 ITSM lessons from consumer championsJon Hall, BMCBusinesses such as Uber have taken an established customer transaction - booking ataxi - and applied a modern, slick, experience. The results have been huge: despitehigher prices, satisfaction scores are sky-high. This seminar looks at how leadingconsumer applications are changing the expectations of ITSM, and how IT supportmust respond.

Understand more about the successes of consumer-driven service delivery models, andhow they will impact the ongoing consumerisation of ITRespond to changing customer behaviours and expectationsGain some insight into the future of cutting-edge IT service tools

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

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SEMINAR THEATRE 3 SPONSORED BY