ServiceDeskShow http://www.servicedeskshow.com Fri, 28 Apr 2017 11:02:15 +0000 en-US hourly 1 SITS17: New exhibitors and exclusive innovations announced http://www.servicedeskshow.com/event-press/press-releases/sits17-new-exhibitors-exclusive-innovations-announced/ http://www.servicedeskshow.com/event-press/press-releases/sits17-new-exhibitors-exclusive-innovations-announced/#respond Fri, 28 Apr 2017 10:26:49 +0000 http://www.servicedeskshow.com/?p=14263 With 95% of exhibition space sold, SITS – The Service Desk & IT Support Show has released a preview of new innovations being unveiled at Olympia London on 7-8 June. Featuring the best of the ITSM world, including leading specialist vendors, integrators, consultancies and service provider, SITS is renowned for displaying the latest products and […]

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With 95% of exhibition space sold, SITS – The Service Desk & IT Support Show has released a preview of new innovations being unveiled at Olympia London on 7-8 June.

Featuring the best of the ITSM world, including leading specialist vendors, integrators, consultancies and service provider, SITS is renowned for displaying the latest products and services in the industry.  The 2017 show will see the launch of a raft of new IT technologies and service desk tools.

The following is just a taste of what’s new from exhibitors at this year’s show:

  • SysAid will be showcasing their new Self-Service Portal, which will include finger authentication capabilities for the end users.
  • House-on-the-Hill is giving away three months’ use of company branded On-Demand SupportDesk systems for two users at each organisation. After three months, systems can go live, retaining all personalisation, logged calls and imported data.
  • Xeretec will demonstrate the recently announced Xeretec Support Application Suite. The suite of apps provides immediate, on-device, next generation support for users of Xerox iSeries devices.
  • TeamViewer will be showing their all-in-one solution for remote support, remote access, and online meetings.
  • ComAround will be showcasing a knowledge management tool, ComAround Knowledge. The tool is KCS Verified v5 and can be easily integrated with any ITSM tool.
  • Brainware Technologies will be promoting Spider Enterprise – an IT Asset Management solution for building CMDB’s and managing software license compliance, license harvesting, hardware assets and contracts. Also showcasing, Columbus Enterprise.
  • Alemba will be showcasing Nano, a new, no-plugin interface.
  • Sunrise Software has achieved a global first in creating a reporting package recognised by the Service Desk Institute to be aligned with new Service Desk Certification standard v7 for 2017.
  • Cherwell Software will showcase two, new HR service management solutions for organisations.

The show will feature over 200 products and services from 75 leading ITSM software suppliers.  New exhibitors include ComAround, Whitespace Studios, PrinterLogic, Everbridge, Soliloquy, Moogsoft, Brainware Technologies, Smart Service Desk, TeamViewer, Bright Horse and CRMWorks.  Big names returning to SITS include Hornbill, TeamUltra, Cherwell Software, Webroot, ServiceNow, Atlassian, Alemba, Axios Systems, Marval Software, Freshdesk, TOPdesk UK, and Bomgar.

“In recent years, organisations worldwide have increasingly sought to address functions and requirements, which extend beyond the boundaries of existing service management teams.  In particular, the formation and development of CMDB’s, which increasingly rely on closer integration with full asset management and systems management solutions.  We are looking forward to exploring and discussing the benefits and challenges of CMDB’s with SITS attendees,” says Miles Chicoine, senior channel manager at Brainware Technologies.

To view the full exhibitor list, please visit www.servicedeskshow.com/why-visit/exhibitor-list.

New networking spaces

Attracting over 3,500 ITSM professionals, SITS will feature two new networking spaces for 2017, providing the perfect opportunity for visitors to discuss their ideas and challenges, and come away with new solutions to implement.  The ITIL Hub, set up by AXELOS, is a ‘meet and greet’ space next to the VIP lounge, where visitors can directly speak to the team behind ITIL and ITIL Practitioner.  Visitors to the hub can share their thoughts on certifications, ITSM experiences, trends, ITSM challenges, and more.

ITSMF UK will be hosting The Professional Service Management Surgery on stand 906.  They’ll be providing independent free advice and guidance on all aspects of service management, from leading practitioners and consultants with experience from across the service management industry.  Areas they will be covering include: ITSM and ITIL, DevOps, SIAM, ESM and digital, best practice, market and product knowledge, service desk tools and processes, and career, skills and procurement advice.

For further information and to register, please visit www.servicedeskshow.com, and quote priority code SITS007 (direct link: www.eventdata.co.uk/VISITOR/SITS17.aspx?TrackingCode=SITS007).

SITS17 attendees also benefit from free access to Infosecurity Europe 2017, co-located at Olympia.

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Media enquiries & press pass requests to:

Please apply for press accreditation via this link: www.eventdata.co.uk/Forms/Default.aspx?FormRef=SIT67Press
Sharna Waid, PR Executive
t: +44 (0)1273 645144
e:  swaid@divcom.co.uk
Twitter: www.twitter.com/DiversifiedUK
Website: www.divcom.co.uk

Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134
e: ejones@divcom.co.uk

Event enquiries:

David Maguire, Event Director
t: +44 (0)1273 645127
e: dmaguire@divcom.co.uk
Twitter: www.twitter.com/SITS_UK
Website: www.servicedeskshow.com

Exhibitor enquiries:

Alice Fulton, Sales Manager
t: +44 (0) 1273 645138
e: afulton@divcom.co.uk
Twitter: www.twitter.com/SITSalice

Notes:

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Diversified Communications UK Ltd (Diversified UK) is a fast growing trade event organiser and publisher based in Brighton, Peterborough, and Nailsworth.  Diversified UK’s portfolio includes SITS – The Service Desk & IT Support Show; Accountex; Casual Dining; lunch!; Commercial Kitchen; Natural & Organic Products Europe; Nordic Organic Food Fair and Natural Products Scandinavia in Malmö, Sweden; Natural Products magazine; Natural Beauty News; Geo Business; Ocean Business; MARELEC Marine Electromagnetics conference; Euro Bus Expo; Coach & Bus UK; British Tourism & Travel Show; Route One; and Coach Monthly.  For more information, visit: www.divcom.co.uk

Diversified UK is part of Diversified Communications, a leading international media company providing market access, education and information through global, national and regional face–to–face events, digital and print publications and television stations.  Diversified serves a number of industries including: seafood, food service, natural and organic, healthcare, commercial marine, and business management.  Based in Portland, Maine, USA, Diversified employs over 850 staff, across eight divisions in seven countries.  For more information, visit: www.divcom.com.

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Computercenter targets digital workplace following buyout http://www.servicedeskshow.com/industry-news/computercenter-targets-digital-workplace-following-buyout/ http://www.servicedeskshow.com/industry-news/computercenter-targets-digital-workplace-following-buyout/#respond Tue, 25 Apr 2017 14:55:35 +0000 http://www.servicedeskshow.com/?p=14217 IT services giant Computacenter has acquired TeamUltra to bolster its claim as one of the leading ServiceNow partners and digital workplace specialists in Europe. TeamUltra is a ServiceNow Gold Services Partner, with more than 600 projects and implementations to its name.  The buyout helps Computacenter immediately leapfrog some of its competitors in terms of ServiceNow […]

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IT services giant Computacenter has acquired TeamUltra to bolster its claim as one of the leading ServiceNow partners and digital workplace specialists in Europe.

TeamUltra is a ServiceNow Gold Services Partner, with more than 600 projects and implementations to its name.  The buyout helps Computacenter immediately leapfrog some of its competitors in terms of ServiceNow knowledge and experience, and solidifies its claim to be a leading in delivering the digital workplace.

Mike Norris, CEO of Computacenter says the acquisition continues a plan started six months ago when his organisation signed a sales and service partnership with ServiceNow.  “The TeamUltra acquisition means that we can link ServiceNow’s cloud-based Service Management platform for ITSM, customer service management, security operations, IT operations management and more, with Computacenter’s award-winning Next Generation Service Desk (NGSD) and Digital Workplace offering, to transform the end-user experience.” 

Although TeamUltra will continue to operate independently, it also becomes “Computacenter’s dedicated ServiceNow delivery capability and customer point of contact”.

“The acquisition of TeamUltra by Computacenter means that we can continue our independent and agile market approach with local decision making support while leveraging our respective expertise and complementary solutions portfolios,” says Mike Beale, managing director of TeamUltra.

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ITSM knowledge is ITSM power http://www.servicedeskshow.com/interview/itsm-knowledge/ http://www.servicedeskshow.com/interview/itsm-knowledge/#respond Tue, 25 Apr 2017 14:20:55 +0000 http://www.servicedeskshow.com/?p=14213 While helping to support customers globally, Lena Stormvinge of Comaround has learned lots about customer experience and effective knowledge.  Previewing her seminar at SITS17, here Lena explains why her background has influenced her career and offers tips on delivering knowledge on your service desk.  What’s the best advice you’ve ever been given? My mentor once told me […]

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While helping to support customers globally, Lena Stormvinge of Comaround has learned lots about customer experience and effective knowledge.  Previewing her seminar at SITS17, here Lena explains why her background has influenced her career and offers tips on delivering knowledge on your service desk. 

What’s the best advice you’ve ever been given?
My mentor once told me that ‘success is not the key to happiness. Happiness is the key to success. If you love what you are doing, you will be successful.’ I have taken this advice to heart. Why should you not love something that you are doing for such a major part of your life. If you are not happy in your job, change it, figure out your strength, where your passion is and dare to follow your dreams.Lena Stormvinge

What’s the single biggest challenge in your work?
A big part of my job is assessing clients’ knowledge management strategies and helping them find opportunities for improvements. The biggest challenge I have when visiting a new customer is that they always feel that their organization is too unique to deal with any changes. Most organsations have more in common than they realise and my specialty it to show them that change can happen and that the benefits of change are worth the effort. Change is hard, but change is also fun!

What best practice methods would you give Service Desk & IT Support Professionals?
You need to listen to demand and take the correct action where and when the opportunity occurs, in the customer’s preferred environment. By answering the customer issue when it first occurs, then collecting the knowledge into an article which you are adding to your knowledge base and self-service, you are able to deliver a more accurate (and cost-effective) support. The best practice strategy KCS is the absolute best method for delivering support in any service organisation.

What’s one emerging trend or research that anyone working in your field should know?
Being a member of the Consortium for Service Innovation I get to be involved in developing strategies and innovation around customer engagement, productivity, and success. This results in new strategies and models that improve the customer experience. One emerging trend that I’m working with is ‘Intelligent Swarming’, or ‘collaboration on steroids’ as it is sometimes called. The Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. My experience with Intelligent Swarming is exceeding expectations in terms of improvement in operational efficiencies, employee engagement, and customer satisfaction and loyalty.

What’s your most memorable work moment?
Being my organization’s KCS (Knowledge-Centered Service) Trainer, I was given the task of getting our tool, ComAround Knowledge, KCS v5 Verified. There were only three other tools out there that was verified, and the criteria is hard. But after a fantastic effort from my entire organization, we managed to achieve the biggest goal yet and became the fourth verified tool and the only verified tool in Europe. My team was waiting for me to finish my online demo late in the evening and when I came dancing out of my meeting everyone understood that we had finally made it.

What are the key points you’ll be covering in your seminar session at this year’s SITS?

  • How to create value when supporting customers
  • How to excite and engage entire organisation about customer success
  • Best ways to increase satisfaction and retention without sacrificing ROI

Lena is presenting at SITS17, learn about here session: Global customers, global support.
Lena Stormvinge is head of training and consulting, KCS Trainer, Comaround.

 

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BRM Institute announces UK ambassador http://www.servicedeskshow.com/industry-news/brm-institute-announces-uk-ambassador/ http://www.servicedeskshow.com/industry-news/brm-institute-announces-uk-ambassador/#respond Tue, 25 Apr 2017 13:49:23 +0000 http://www.servicedeskshow.com/?p=14210 Simon Kent has been appointed UK Regional Ambassador of the BRM Institute to help drive awareness of Business Relationship Management across Europe. Simon, who was recognised as the 2016 BRM Institute Trailblazer, is tasked with building awareness ofBRM principles and driving its adoption.  Described by the BRM Institute as a “passionate and accomplished BRM legend”, Simon […]

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Simon Kent has been appointed UK Regional Ambassador of the BRM Institute to help drive awareness of Business Relationship Management across Europe.

Simon, who was recognised as the 2016 BRM Institute Trailblazer, is tasked with building awareness ofBRM principles and driving its adoption.  Described by the BRM Institute as a “passionate and accomplished BRM legend”, Simon has coached “hundreds of leaders and organisations” on ITSM and business relationship management.  As chief innovation officer for Sollertis, he led the design of “the world’s first dedicated strategic BRM software platform”, to help drive adoption and awareness of BRM worldwide.

Commenting on the role, Simon explains how he will help professionals achieve professional BRM success. “My goal is to empower and inspire business teams through a collaborative and shared ownership engagement style; to encourage thinking beyond current models; to engage with industry-leading peers, co-create business strategy, and ensure business value results.”Simon Kent, BRM Institute and Sollertis

Managing business relationship is seen as an increasingly crucial component in improving the professionalism of IT and demonstrating the business value it provides.  The BRM Institute is extremely proactive in the States, educating the ITSM world about the importance of BRM.  Having someone with Simon’s dedication and understanding of BRM championing the cause in the UK is a wise move and we look forward to seeing how the agreement bears fruit.

Simon is speaking at SITS17, describing “5 strategies to deliver BRM digital business success”.

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Rethinking the service desk career http://www.servicedeskshow.com/interview/rethinking-service-desk-career/ http://www.servicedeskshow.com/interview/rethinking-service-desk-career/#respond Tue, 25 Apr 2017 12:28:39 +0000 http://www.servicedeskshow.com/?p=14207 Think a service desk career is just a stepping stone? Andrew Shepard of Domestic and General will tell SITS17 visitors why it’s important to see the service desk as a far more important part of the business and here he previews his session. How did you get into the ITSM industry? I have been working in […]

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Think a service desk career is just a stepping stone? Andrew Shepard of Domestic and General will tell SITS17 visitors why it’s important to see the service desk as a far more important part of the business and here he previews his session.

How did you get into the ITSM industry?
I have been working in IT support for all of my IT career. A few years ago I was put on a foundation ITIL course which was a game changer as I didn’t know what my next step in IT was going to be.  Prior to this course, every career path I could see took me in an increasingly technical direction, which I didn’t want to do.  Once I saw ITIL I realised this was a direction I really wanted to know more about.

What part has SITS played in shaping your journey through the industry?
This is my first time attending SITS.  I’m really excited to meet people from all different industries and find out what they are doing and how they have overcome certain issues. I really enjoy sessions where you can meet people and knowledge share.

Tell us about your seminar; what are you most excited about sharing?
My seminar is all about how I have changed a reactive service desk to a proactive, innovative service desk. I am most excited to share how the team dynamic has changed, how we are now working with other teams in different ways and how we are doing trend analysis in a pretty unique way to give accurate figures of workload

What challenges do you think your session will help visitors overcome?
How to give a service desk team a varied workload, career path and how they can really make an impactful difference.

What one tip would you offer to IT service and support professionals to drive their IT services forward? Don’t assume you know what your customer wants, go ask and really listen to the answers.

In addition to your seminar session, why would you recommend others to visit SITS? SITS is one of the largest events where people across support comes together to compare notes and learn from one another to make IT support better.

You can see Andrew speaking about the service desk career Thursday June 8 at SITS17.  You can learn more about his session here. 

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Vodafone and Auto Trader UK join SITS17 Keynote line-up http://www.servicedeskshow.com/event-press/press-releases/vodafone-auto-trader-join-sits17-keynote/ http://www.servicedeskshow.com/event-press/press-releases/vodafone-auto-trader-join-sits17-keynote/#respond Thu, 20 Apr 2017 13:05:53 +0000 http://www.servicedeskshow.com/?p=14198 Georgina Owens, head of servicedesk and infrastructure serviceline at Vodafone and Jonathan Leckey, head of operations at Auto Trader UK, have been confirmed to host headline SITS17 Keynote presentations. Having held global leadership roles in organisations across multiple sectors and a 2016 Women in IT Award winner, Georgina Owens will share her trials and tribulations, […]

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Georgina Owens, head of servicedesk and infrastructure serviceline at Vodafone and Jonathan Leckey, head of operations at Auto Trader UK, have been confirmed to host headline SITS17 Keynote presentations.

Having held global leadership roles in organisations across multiple sectors and a 2016 Women in IT Award winner, Georgina Owens will share her trials and tribulations, tips and tricks, and the key lessons learned from real-life ITSM tool projects in her session titled ‘The magic behind service management transformation’.

Her SITS17 Keynote (kicking off at 11.30am on June 7) describes massive transformation in IT service management and explains how a failing service desk was turned around.  Takeaways include: customer experience is always top priority; transformation is all about hearts and minds; and a glimpse into the future of the service desk.

Commenting on the future of IT/business alignment, Owens suggests that “close alignment with the business has always been essential.  With ever new technologies emerging, promising huge savings through automation, working closely together can avoid misunderstandings and costly mistakes.”

Jonathan Leckey will be discussing how Auto Trader UK (the largest digital automotive marketplace in the UK) has undergone a major organisational and cultural change in his SITS17 Keynote, taking place at 11.30am on June 8.

Having led a transformation of IT operations over the past 7 years, Leckey will be outlining the various stages of the company’s journey, which began with a focus on Agile, then DevOps and continued with the adoption of the Spotify organisational model (a model outlined in Spotify’s Keynote at SITS 2016).

He’ll be talking about how working closely with the wider business and utilising these multiple best practices is now making Auto Trader UK a more lean, responsive and customer-focused business.

Further information and the full Keynote line-up are here.

SITS – The Service Desk & IT Support Show is firmly established as the go-to IT service management event for CIOs, service desk and help desk managers, IT directors, and senior IT decision-makers, looking to improve their IT service delivery.  SITS annually attracts over 3,500 ITSM and IT support professionals.

In addition to the Keynotes, visitors will also benefit from a comprehensive free education programme (in three theatres), in-depth hot topic roundtable discussions, and two essential breakfast briefings.

View the full seminar programme here.

 Free registration now open

“Attending SITS is not an investment in SITS, it’s an investment in yourself,” says Matt Hooper, product evangelist at Ivanti.

“I love seeing and sharing all the new developments that the service desk software providers have been working on all year long, but most of all I am looking forward to interacting – the old fashion way! – with dozens of visitors.  The ability to have a quick conversation with service desk and IT professionals is always fun and I always learn a lot,” says Oded Moshe, VP products at SysAid.

“SITS is the best event to connect with and talk to industry experts, which is crucial for my business, and it’s the one place in the industry where you can predict everyone will be,” says David Backham, CEO and founder of Soliloquay.

To register, please click here and quote priority code SITS007.

SITS17 attendees also benefit from free access to Infosecurity Europe 2017, co-located at Olympia.

Media enquiries & press pass requests to:

Please apply for press accreditation via this link.
Sharna Waid, PR Executive
t: +44 (0)1273 645144
e:  swaid@divcom.co.uk
Twitter: www.twitter.com/DiversifiedUK
Website: www.divcom.co.uk

Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134
e: ejones@divcom.co.uk

Event enquiries:

David Maguire, Event Director
t: +44 (0)1273 645127
e: dmaguire@divcom.co.uk
Twitter: www.twitter.com/SITS_UK
Website: www.servicedeskshow.com

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Matt Hooper on digital transformation, IT leadership and SITS17 http://www.servicedeskshow.com/blog-spot/matt-hooper-digital-transformation/ http://www.servicedeskshow.com/blog-spot/matt-hooper-digital-transformation/#respond Thu, 13 Apr 2017 09:53:21 +0000 http://www.servicedeskshow.com/?p=14177 As we continue to preview SITS17, we talk to Matt Hooper of Ivanti.  He talks about his introduction to the world of ITSM, why IT must lead digital transformation and his views on SITS. – How did you get into the ITSM industry? I didn’t.  The ITSM industry got into me.  I started my career […]

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As we continue to preview SITS17, we talk to Matt Hooper of Ivanti.  He talks about his introduction to the world of ITSM, why IT must lead digital transformation and his views on SITS.

– How did you get into the ITSM industry?
I didn’t.  The ITSM industry got into me.  I started my career while going to a technical high school in the late 80s working on VAX systems, then took a role in tech support for Microsoft supporting DOS 6.22.  As I worked up the IT ranks into desktop support, systems engineering, internet services, IT director and ultimately CIO, I always focus on business outcomes.

Matt Hooper, Ivanti

Matt Hooper, Ivanti

To this day I don’t see ITSM separate from any IT function.   Either you want to do IT ad-hoc and chaotic, or you want to provide technology that optimizes businesses in a managed way, otherwise known as IT service management.   At 25 I was managing the largest infrastructure for the highest revenue producing systems of a $4.3Billion supply chain manufacturing company.   You don’t survive as the youngest manager of a logistics enterprise being ad-hoc.  Process, metrics, policies and best practice were my lifeblood.

– Tell us about your seminar; what are you most excited about sharing?
On Wednesday, I’m part of a panel focused on digital transformation.  It is vital that IT operations and support professionals pay attention to this shift of business towards digital-first.  Roles and skills are drastically changing in modern enterprises.  For my presentation on Thursday, I am going to help IT professionals leverage their ITSM skills to insert themselves into a leadership position within their organisations digital transformation efforts.  It takes a completely new mindset towards ITSM however.  The legacy thinking around command and control, ITIL practice, will not position them as digital transformation leaders.  In fact, this approach will exclude them from the conversations around digital transformation.  I’m excited to share how IT operations can step back into a thought-leadership role on how organisations can scale and grow.


Either you want to do IT ad-hoc and chaotic, or you want to provide technology that optimizes businesses in a managed way

– What challenges do you think your session will help visitors overcome?
My session will breakdown three key areas for personal reflection:

  • Who does IT think they are?
  • Who does the business think IT is?
  • How do high-performing IT organisations answer these questions?

Many at the SITS conference are suffering from an identity crisis.  They have been brainwashed into believing they are a service provider to some internal customer of their organisation.  They live their lives in frustration of not being funded and invested in to properly support business outcomes.  They have neither the tools or the influence to create the game changing experiences the business is demanding.  What many don’t realise is they put themselves in this position, with their communication, approach, and interactions. 

– What other hot topics do you think visitors should investigate?
Attendees should be on the look out for new and emerging topics.  There is a panel session on AI, a session on IT4IT and BRM, these are topics senior management will start asking about.  Knowledge and insight into how and where these are being applied will help attendees increase their value and enable their organisations.  None of them conflict with my session, so that’s good too!

– What part has SITS played in shaping your journey through the industry?
As a yank it hasn’t too much.  I was first introduced to SITS when my ITSM Podcast colleagues James Finister, Patrick Bolger, Barclay Rae, Chris Matchett, and Stephen Mann used to record a podcast from the event.  When I joined Ivanti, formerly LANDESK, I was invited to come over in 2015.  It was a great experience for me.  We don’t run tradeshows like this in the states anymore.  It was reminiscent of COMDEX from the 90s.   I was invited to speak on two sessions last year, and this year as well.  It’s a great honor, and I’m always thrilled to share my experiences and insights with others. For me it’s also a great chance to meet and greet many of my social media friends and see them present and share their ideas.

– What’s one tip would you offer to IT service and support professionals to drive their IT services forward?
Attend my session!  Other than that, re-think how you are creating a digital experience across the enterprise, and how these can leverage value to your end customers.

 

Attending SITS is not an investment in SITS, it’s an investment in yourself

 

– In addition to your seminar session, why would you recommend others to visit SITS?
The exhibition hall is amazing.  Attending SITS is not an investment in SITS, it’s an investment in yourself.

We are not enabled enough in IT operations and every year we see companies passionately focused on solving a problem we are experiencing.   I have been attending IT conference for over 20 years, and I can honestly say I’ve learned as much, if not more, speaking with the sponsors.  I’m intrigued to understand what they do? How they do it? What’s different about them?

I love to see new interfaces and see new ways of solving old problems.  Some I am looking forward to checking out (unsolicited by the way):

  • ComAround for KCS technology – knowledge management is so powerful.
  • ServiceFlow for SIAM focus, SIAM is hot right now and growing.
  • Idalko, looks like they are bridging IT Ops and Dev.  DevOps plays are really, really hot right now.
  • I learned about Happy Signals in 2016, will be very interested to see how they are developing.  Metrics and feedback is a big part of DevOps.

Attending SITS is not an investment in SITS, it’s an investment in yourself.

Matthew Hooper is product evangelist for IT management software provider Ivanti.  He is speaking on both days of SITS17.

Don’t call it ‘digital’ transformation – it’s organisation and people
Wednesday, June 7 – 12:30 pm – 1:15 pm. Keynote Theatre
Speaking: Barclay Rae, Matthew Hooper

Create enterprise agility through digital transformation
SITS17.  Thursday, June 8 – 1:30 pm2:10 pm, Theatre 3.

 

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SITS17 – The Service Desk & IT Support Show reveals its first Keynotes http://www.servicedeskshow.com/event-press/press-releases/sits17-service-desk-support-show-reveals-first-keynotes/ http://www.servicedeskshow.com/event-press/press-releases/sits17-service-desk-support-show-reveals-first-keynotes/#respond Fri, 31 Mar 2017 11:27:40 +0000 http://www.servicedeskshow.com/?p=14120 As the process of the UK leaving the EU begins, leading digital technology advisor Chris Weston has been confirmed to host a Keynote about the impacts and opportunities of Brexit for the IT industry at SITS17 – which returns to Olympia, London, on 7-8 June. A recent techUK survey of 277 technology business leaders found […]

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As the process of the UK leaving the EU begins, leading digital technology advisor Chris Weston has been confirmed to host a Keynote about the impacts and opportunities of Brexit for the IT industry at SITS17 – which returns to Olympia, London, on 7-8 June.

A recent techUK survey of 277 technology business leaders found 70% were in favour of staying in the EU, with only 15% supporting a Brexit[1].  Now with an uncertain future, Chris Weston, technology and business advisor at Jumar Solutions (named in the 2016 CIO 100 by CIO magazine), will be exploring some of the impacts and opportunities of this political shift on IT teams.  Challenges in the areas of budgets, system configuration, and people and data security will be covered, including the sovereignty and the advent of the General Data Protection Regulation (GDPR).

“SITS gives the service management community a chance to reflect on the issues and trends that will affect their businesses, customers and teams in the coming months.  Brexit brings opportunities and challenges that should be factored in to all of our thinking as the realities of life outside the EU take shape.  I’m looking forward to the debate!” says Chris Weston.

The session will take place at 12.30pm on Thursday 8 June in the show’s Keynote Theatre, which boasts a new setting for 2017.  Now part of the vibrant exhibition floor, its new position enables it to cater for a significantly bigger audience (with plenty of capacity for this year’s big name draws).

Renowned for delivering exclusive insights from industry thought-leaders, high performance customer experience and conflicting agendas are also key talking points for 2017.  Other sessions in the Keynote Theatre include:

Raising the performance bar
High performance teams deliver significantly more in terms of return on investment, better customer experiences and engaged employees.  They outperform other teams by over 50%.  Natalie Calvert, CEO of CX High Performance, will be discussing the secrets of high performance and the real difference businesses can make with existing service desk staff and their leaders.

Conflicting agendas? CIO versus the CEO’s priorities
Chris Rydings, CTO of Axios Systems, will be discussing the role of the CIO and CEO.  Industry analysts agree they ought to acknowledge that the needs of IT and the wider business often fail to match.  Rydings will be exploring how to identify and engage with stakeholders to gain consensus, how to articulate benefits, quantify costs and address risks, whilst providing tips for getting a business case ‘over the line’.

Mastering the Art of Service Excellence
David Bellini, founder and managing director of Connectwise, will be discussing how IT professionals can turn every touchpoint in the customer journey (from marketing and sales, to support and invoicing) into an opportunity to prove that the job won’t just get done – but can be done well.

For further information, and to view the confirmed Keynote programme to date, please visit www.servicedeskshow.com/venue/keynote-theatre.

Visitors to the show will also benefit from a packed free seminar programme (in three theatres), two breakfast briefings, hot topic roundtables, and an array of new products and services from 80 exhibitors.  Combined, they provide top-level service desk professionals with an unrivalled opportunity to discover the latest research and ideas that they need to meet the unique challenges of their rapidly evolving industry.

To view the SITS education programme, please visit www.servicedeskshow.com/education.

Please note, free tickets for all seminars will be available on the day on a first come, first served basis from the Seminar Registration Desk at the show (from 9.00am).  Visitors can pre-book seminars for just £6 per session (including VAT) when pre-registering for SITS17.

Free registration

SITS – The Service Desk & IT Support Show is firmly established as the go-to industry event for CIOs, service desk and help desk managers, IT directors, and senior IT decision-makers from across all business sectors, looking to improve the way that they work and do business.  SITS annually attracts over 3,500 ITSM and IT support professionals.

“An event like SITS presents a great opportunity for a company or individual to understand where they are in relation to industry best practices.  It gives IT professionals the chance to review a vast number of solutions and gain information that will help you make the right decisions in regards to your individual IT service management journey,” says Mike Kyffin, director of solutions and strategy – EMEA, at Cherwell Software.

For further information and to register, please visit www.servicedeskshow.com, and quote priority code SITS007 (direct link: www.eventdata.co.uk/VISITOR/SITS17.aspx?TrackingCode=SITS007).

SITS17 attendees also benefit from free access to Infosecurity Europe 2017, co-located at Olympia.

 

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Media enquiries & press pass requests to:

Please apply for press accreditation via this link: www.eventdata.co.uk/Forms/Default.aspx?FormRef=SIT67Press
Sharna Waid, PR Executive
t: +44 (0)1273 645144
e:  swaid@divcom.co.uk
Twitter: www.twitter.com/DiversifiedUK
Website: www.divcom.co.uk

Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134
e: ejones@divcom.co.uk

Event enquiries:

David Maguire, Event Director
t: +44 (0)1273 645127
e: dmaguire@divcom.co.uk
Twitter: www.twitter.com/SITS_UK
Website: www.servicedeskshow.com

Exhibitor enquiries:

Alice Fulton, Sales Manager
t: +44 (0) 1273 645138
e: afulton@divcom.co.uk
Twitter: www.twitter.com/SITSalice

 

Notes:

Logo: www.servicedeskshow.com/wp-content/uploads/SITS17_master_logo_300dpi.jpg

High resolution imagery is available upon request:

Chris Weston: http://www.servicedeskshow.com/wp-content/uploads/Chris-Weston.jpg

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Spotify: www.servicedeskshow.com/wp-content/uploads/DSC3331.jpg 

Diversified Communications UK Ltd (Diversified UK) is a fast growing trade event organiser and publisher based in Brighton, Peterborough, and Nailsworth.  Diversified UK’s portfolio includes SITS – The Service Desk & IT Support Show; Accountex; Casual Dining; lunch!; Commercial Kitchen; Natural & Organic Products Europe; Nordic Organic Food Fair and Natural Products Scandinavia in Malmö, Sweden; Natural Products News; Natural Beauty News; GEO Business; Ocean Business; MARELEC Marine Electromagnetics conference; Euro Bus Expo; Coach & Bus UK; British Tourism & Travel Show; Route One; and GT&T magazine.  For more information, visit: www.divcom.co.uk

Diversified UK is part of Diversified Communications, a leading international media company providing market access, education and information through global, national and regional face–to–face events, digital and print publications and television stations.  Diversified serves a number of industries including: seafood, food service, natural and organic, healthcare, commercial marine, and business management.  Based in Portland, Maine, USA, Diversified employs over 850 staff, across eight divisions in seven countries.  For more information, visit: www.divcom.com.

[1] Source: http://www.computerweekly.com/microscope/news/450280837/What-does-a-Brexit-mean-for-the-IT-industry

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4 reasons why your self-service portal isn’t working http://www.servicedeskshow.com/blog-spot/4-reasons-your-self-service-portal-isnt-working/ http://www.servicedeskshow.com/blog-spot/4-reasons-your-self-service-portal-isnt-working/#respond Wed, 29 Mar 2017 16:31:44 +0000 http://www.servicedeskshow.com/?p=14113 An effective self-service portal can massively reduce the number of tickets handled by the service desk while providing around-the-clock IT support for customers.  But too many self-service facilities are failing.  Eric Wright of Richmond Systems explains why. It seems too good to be true.  Reduce tickets while simultaneously boosting customer satisfaction scores? But that is […]

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An effective self-service portal can massively reduce the number of tickets handled by the service desk while providing around-the-clock IT support for customers.  But too many self-service facilities are failing.  Eric Wright of Richmond Systems explains why.

It seems too good to be true.  Reduce tickets while simultaneously boosting customer satisfaction scores? But that is exactly what self-service can – and does deliver – for many of our customers, and for many of the businesses we all deal with as consumers on daily basis.

The good news is self-service is widely accepted by customers as a viable support channel.  When self-service was first popularised, customers may have bemoaned the lack of the human contact, complaining they were being forced to use an automated support channel because it saved the supplier the trouble of dealing with them.  Now many people prefer it. 

Most of us have adapted quickly to self-service.  When we have a problem, we go online and find the answer via the path of least residence – whether this is a Google search, a YouTube video or as an FAQ on the product supplier’s site.

So if cultural acceptance of self-service isn’t the problem, why isn’t it more widely accepted?

Here are 4 reasons why self-service isn’t working for your service desk:

Customers don’t know about it
It’s obvious, but you’d be surprised how many organisations go to huge lengths to build a self-service portal, then fail to publicise its existence.  It’s not enough to send an email once and expect customers to immediately use the support portal.  Service desks must make a concerted effort to tell everyone about it.

It asks too much of the customer
Put yourself in the shoes of the customer.  How do they find your support portal? How many clicks do you demand they make to reach the point where help is available? Do they need to log-in with a password used for only this purpose? And crucially, how fast/cumbersome is this process compared to the action of typing a question into Google?  Your self-service facility must be easy to find and access otherwise it will be ignored.

Outdated information
The biggest failure of self-service occurs at this point.  Finding outdated information and irrelevant fixes will quickly destroy the value of your support portal.  Customers are rightly ruthless with their time and so are unlikely to give self-service a second chance if it fails to deliver them the answers they are looking for.   

The problem is that most self-service tools are difficult to edit and update. If they demand too much time of your service desk staff, they will simply be mothballed.

This is why we’ve built the Workflow engine into our customer self-service portal.  It lets you build and edit a support portal in minutes via a drag and drop interface.  We’ve seen the massive difference this makes to our customers, who are able to keep the knowledge current with minimal effort.  Unsurprisingly, keeping the content fresh is the key difference between an effective self-service portal and one that is neglected and eventually forgotten.

Hard to navigate
Just as you must consider how long it takes customers to access the self-service facility, you need to test how easy and time-consuming it is to find answers.  It might be that the tool is clunky and unintuitive.  The information might be badly presented.  Or the process of finding advice may simply be too cumbersome to bother with.  Whatever the problem, until this is addressed, the self-service will be of limited value.

Effective self-service does require effort to build and maintain.  But the rewards for those service desks who persist and get it right are huge.  Make sure you’ve tackled the points raised above and you’re well on your way to experiencing the power of customer self-service.

Eric Wright is managing director of Richmond Systems.

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Why IT value delivers success http://www.servicedeskshow.com/feature/why-it-value-delivers-success/ http://www.servicedeskshow.com/feature/why-it-value-delivers-success/#respond Wed, 29 Mar 2017 16:01:06 +0000 http://www.servicedeskshow.com/?p=14108 Next to be interviewed in the build-up to SITS17 is Mike Kyffin of Cherwell Software, who explains his unorthodox introduction to IT support, why IT value must take precedence and what his session at SITS17 will teach visitors. Q: How did your IT career begin? A: I got into IT 20 years ago, and I […]

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Next to be interviewed in the build-up to SITS17 is Mike Kyffin of Cherwell Software, who explains his unorthodox introduction to IT support, why IT value must take precedence and what his session at SITS17 will teach visitors.

Q: How did your IT career begin?

A: I got into IT 20 years ago, and I got into IT support by accident. I was working as a building surveyor. I moved from one office to another within the same building for the same organisation and ended up sitting in the former IT support person’s desk. So, people were calling my new desk phone asking for IT help. I had a keen interest in computers so I started to help them to fix their IT problems. Essentially, at the same time, I was doing my paid job and an unpaid job. They saw I was doing well, so the organisation decided to invest in me, and I made the transition from a building surveyor into IT and have never looked back.   

Q: What’s the single biggest challenge in your work?

A: The biggest challenge in my work is helping people manage change. Some people like change and some loath it. One of my greatest challenges is helping people adopt change through persuasion and negotiation. That’s what it all comes down to. It’s all about people.

Q: What’s the strangest tech support question you’ve ever been asked?

A: “Can I use my CD tray as a cup holder?” My answer, “Absolutely, as long as it’s not full of water. When I used to service laptops, someone once asked me if a closed laptop would take the weight of a nine-year-old child. Just so you all know, no, it won’t. 

Q: What tips would you give service desk and IT support professionals looking to drive their IT services forward?

A: Driving services forward all relates to change:

  1. Who needs the change? Get the right people and the right decision makers.
  2. Embrace and support the change. Both the customer and the solution provider need to be on board and in sync.
  3. Get experience with the solution and understand your expectations and capabilities.
  4. Keep it simple. Take small, considered steps. Don’t try to do too much too soon. 

Q: What’s one emerging trend or research that anyone working in your field should know?

A: I think people should focus less on trends and more on learning the value of effectively implementing a service management solution and being able to guide with best practices the pragmatic approach to transforming service management within their organisation. This is where it starts, and this is where it finished. It’s about getting value from what you’re doing.

Q: What are the key points you’ll be covering in your seminar session at this year’s SITS?

A: I’ll be speaking about how to avoid buyer’s remorse when selecting an ITSM solution. So, how to make the right solution choice. Key points include: enjoy working as a team; accept and manage the expectations of yourself, the customer, and the team. Never assume anything; communicate, communicate, communicate! Make the best decision you can with the information you have; don’t worry if you make a mistake.  If in doubt, ask.  Don’t try to do everything perfectly.  And of course, how to manage change and deliver IT value.

Q: In addition to your seminar session, why would you recommend others to visit SITS?

A: I believe an event like SITS presents a great opportunity for a company or individual to understand where they are in relation to industry best practices. It also gives you the chance to review a vast number of solutions and gain information that will help you make the right decisions in regards to your individual IT service management journey.

Mike Kyffin is director of solutions and strategy, EMEA, Cherwell Software.

Register now to secure your free entry to SITS17.

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