Hot Topic Roundtable Zone 2017

The 2017 Hot Topic Roundtable Zone, sponsored by TOPdesk, featured small group discussions, facilitated by an industry-expert.TOPdesk

Visitors could take the opportunity to sit down with fellow visitors to share their experiences and discuss any challenges they are facing. These sessions were a great way to get real-life practical advice to take away, and discover what IT pros in similar roles are currently focusing on.

The programme for 2017 is below.

Wednesday 7th June 2017

Time:

Table 1

Table 2

Table 3

11:00

Service Level Management – why do we need SLAs, OLAs and UCs?

Dr Don Page, Marval

5 Signs You Have Outgrown Your ITSM Tool

Neil Keating, Brighthorse

Agile ITSM

Andreyna Gonzalez, TOPdesk

12:15

Effective Use of Data and Metrics

Martijn van de Bovenkamp, TOPdesk

Customer Centricity

Hannah Price, TOPdesk

Securing helpdesk productivity

Will Culbert, Bomgar

14:00

Delivering Legendary Customer Service

Emmanuel Boukandoura, Valiantys

DevOps in an ITSM World

Lara Hellman, Ivanti

Investing in ITSM

Will Sibley, TOPdesk

15:15

Creating User Friendly Self-Service Portals

David Knowles, CRMWorks

Knowledge Management

Ian Stevens, Short & Grey

The Wider Implications of the Service Catalogue

Jeroen Janssen,TOPdesk

Thursday 8th June 2017

Time:

Table 1

Table 2

Table 3

11:00

Designing for optimal self-service

Alex Hocking, Marval

The wider implications of the service catalogue

Jeroen Janssen,TOPdesk

Knowledge Management

Ian Stevens, Short & Grey

12:15

Investing in ITSM

Will Sibley, TOPdesk

DevOps in an ITSM World

Lara Hellman, Ivanti

Creating User Friendly Self-Service Portals

David Knowles, CRMWorks

14:00

Securing helpdesk productivity

Will Culbert, Bomgar

Customer Centricity

Hannah Price, TOPdesk

Delivering Legendary Customer Service

Emmanuel Boukandoura, Valiantys

15:15

Agile ITSM

Andreyna Gonzalez, TOPdesk

5 Signs You Have Outgrown Your ITSM Tool

Neil Keating, Brighthorse

Effective Use of Data and Metrics

Martijn van de Bovenkamp, TOPdesk