Breakfast Briefings

2017 visitors could kick off their day at SITS with a free breakfast and educational panel discussion.

The SITS executive breakfast briefings rewarded all early bird visitors with free content and insightful debates.

Find all the 2017 session details below.

Wednesday 7 June 2017

8.15am – 9.15am
The catalyst for service innovation: embrace feedback

Speaker: Chris Rydings, CTO, Axios Systems and David Wheable, Vice President and Principal Consultant, Forrester Research

AxiosCustomer and employee feedback is vital and must be used to break the business-as-usual cycle and unlock innovation. As Service Management continues to evolve outside of traditional IT, and levels of automation and self-service technologies increase, it is now more important than ever that this feedback is analysed, understood and incorporated into your Service Management strategy program. With examples from global organisations, we consider whether happy = efficient, or can KPIs hide the underlying trend? Axios’s Chris Rydings and Forrester’s David Wheable will show how understanding the feedback from the business can influence and inform your ITSM strategy and turn your Service Management provision around.

Key Take Aways

  • Understand what a happy customer is and how and when to gather customer feedback
  • Understand how customer and employee experience can be measured and analysed
  • Learn the 3 key steps to kick-start your customer feedback programme

Thursday 8 June 2017

8.15am – 9.15am
The worker you can’t afford to replace: A report on essential IT support skills

Speaker: James Stanger, PhD, Senior Director, Products, CompTIA

CompTIAIoT, mobile devices, and the cloud have combined to create a constantly-shifting environment that requires an increasingly diverse skill set. What does that skill set look like?

Join CompTIA’s Dr. James Stanger as he discusses how today’s support professional has become a true “knowledge worker.” In-demand skills include the ability to support virtualised operating systems, provide advanced network troubleshooting, and investigate issues where end points, cloud services, and systems “mix and mingle.”

James will also discuss why the support worker needs practical security skills, and why workers supplement their technical knowledge with strong communication skills more than ever before.

Key Take Aways

  • How supporting device diversity and the evolving end-point has moved IT support to analytics
  • Leveraging the impact of automation, self-support, and the cloud on the help/service desk
  • Five essential skills employers require today for first and second-line support workers