ServiceDeskShow http://www.servicedeskshow.com Mon, 20 Mar 2017 16:00:06 +0000 en-US hourly 1 What trends emerge from the SITS17 education programme? http://www.servicedeskshow.com/industry-news/trends-emerge-sits17-education-programme/ http://www.servicedeskshow.com/industry-news/trends-emerge-sits17-education-programme/#respond Wed, 08 Mar 2017 11:29:09 +0000 http://www.servicedeskshow.com/?p=13993 It was my privilege to once again help build the speaker programme for the Service Desk & IT Support show, which I’m pleased to announce is available to view here. Reading the submitted seminars offers a unique zeitgeist snapshot of what the SITS industry is interested in.  Every year, without fail, a clear consensus emerges […]

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It was my privilege to once again help build the speaker programme for the Service Desk & IT Support show, which I’m pleased to announce is available to view here.

Reading the submitted seminars offers a unique zeitgeist snapshot of what the SITS industry is interested in.  Every year, without fail, a clear consensus emerges regarding the most popular topics, resulting in myriad sessions being submitted on that subject.  This leaves us with the difficult task of filtering out what are often very good sessions because although worthy in their own right, don’t stand out sufficiently when compared to other talks on the same topic.

2017: the year of DevOps
This year, the ‘hot topic’ is undoubtedly DevOps.  DevOps clearly resonates with the service desk and IT support market.  It hits the sweet spot of being radical enough to meet the demands of a rapidly changing IT industry while being rooted in a recognisable context that it doesn’t alienate those ITSM professionals weaned on ITIL and its command and control legacy.

“Traditional ITSM” has clearly helped mature the management of business technology and IT services.  But the prominence of DevOps, and similarly placed approaches such as agile, lean, Business Relationship Management in the SITS17 seminar programme shows an appetite and need for something new.  It’s not surprising given how quickly business technology and services have changed in recent years that the mechanism to manage them must also change.

Highlights include Duncan Watkins and Daniel Breston putting DevOps in the dock to test its suitability to tackle today’s challenges, Simon Kent explaining why communication is critical to the fluid, feedback-orientated approach of DevOps and this discussion on how to turn lean principles into tangible changes on the service desk.

Other trends
Self-service is a perennial favourite, but seems to be maturing, both in terms of customer acceptance of the channel and quality of technology powering self-help.  For that reason, there are several sessions at SITS17 which will help attendees harness the power of self-service, such as a look at why a Growth Hacking approach is needed to improve support portal usage and Terry Walby discussing how the virtual workforce is redefining the concept of online assisted support.

Of course, one of the trickiest tasks is maintaining a balanced programme by ensuring we don’t just follow the trends.  I hope you’ll agree that we have a nice combination of practical sessions, such as James Finister questioning the wisdom of how we currently use and present metrics and HappyNow showing why employee experience must become the key service desk measure.  We also have more high-level thinking seminars focused on leadership and strategy. Joe McGee’s intriguing “Leadership lessons inspired by a six-year old” is one, while Noel Bruton will explain how leaders can distinguish between busy for good reason and simply flapping around while achieving little.  For the strategically minded Matt Hooper will explain why governance and digital transformation can compliment rather than conflict with each other. 

I’m confident that SITS17 offers something for every visitor with an interest in IT service and support.  Take a look at the full programme here, and make sure you’re ready for June by registering now for your free ticket

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Your service desk may be obsolete by 2020 http://www.servicedeskshow.com/blog-spot/service-desk-may-obsolete-2020/ http://www.servicedeskshow.com/blog-spot/service-desk-may-obsolete-2020/#respond Thu, 02 Mar 2017 17:23:11 +0000 http://www.servicedeskshow.com/?p=13951 The number of connected ‘things’ is surging this year.  James West says this is part of a revolution that means the service desk of 2017 will have little in common with its 2020 incarnation. By the end of 2017, there will be 8.4 billion connected devices in use as the Internet of Things revolution gathers […]

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The number of connected ‘things’ is surging this year.  James West says this is part of a revolution that means the service desk of 2017 will have little in common with its 2020 incarnation.

By the end of 2017, there will be 8.4 billion connected devices in use as the Internet of Things revolution gathers pace.  Analyst Gartner says that this number represents a 31% increase in connected devices this year.

The Internet of Things will have a two-fold impact on service desks and the delivery of IT support.  Firstly, as connected devices become more sophisticated, they will self-diagnose and seek help without human intervention.  Printers and other devices using consumables will order new supplies automatically, while computers and niche devices such as security cameras and heating systems will connect to the help facilities of their manufacturer, and action the fix themselves when they sense something is failing. 

The end result will be fewer ‘mundane’ support tasks for service desks to deal with.  This accelerates a change that has been happening for a number of years: the shift from reactive support services towards delivering proactive technical advice.  This is a huge development for IT support because it makes the service desk profession more valuable and interesting.  Think about it: would you rather fix a printer, or would you like to take an active role deploying new technology that helps the business work more effectively?

Secondly, while the connected devices themselves will increasingly self-manage, there will be massive demand for integration skills.  ‘Smart technology’ such as IoT is only smart if it is correctly deployed and integrated, and it will only deliver value if it is aligned in a tangible way to business outcomes.  Technology for technology sake rarely delivers value – it must have a definitive purpose.

‘Smart’ lighting isn’t that smart
I’ll give you a great example.  I’ve recently installed several Hue lightbulbs in my home, predominantly to stop my young daughter turning her bedroom light on and off through the night.  Although it has solved my initial problem, I now have the inconvenience of finding my phone, waiting for the app to load and connect to the network – which it sometimes can’t find – just to action something that previously took a split second.  “If only there was a switch near the light that I could press to activate it,” I’ve joked to my wife during these moments.

In my view, the role of the service desk is more than fixing something that goes wrong.  As technology gets smarter, the service desk I would value helps me understand the pros and cons of technology.  As IoT takes hold, the service desk I want to see learns about my challenges as a business professional – whether I work in marketing, product development, HR or senior management.  It then researches the available tools and shows me which ones could help me, and how to best utilise them.

Does this sound like a massive departure from the traditional model of the service desk? It IS a massive change, entailing a fundamental shift in the perceived value of the service desk and how it behaves.  But remember, business technology is almost unrecognisable from just a few years ago.  Change is not a choice for service desks, it is happening now.

Not every service desk will change by 2020.  But in my opinion, the ones that do change in-line with my description are the ones that will be most valued by their organisation and given the most support to continue developing their services.  Businesses need to see value in all of their spending, so it’s the responsibility of service desks to show it.

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Keeping up with service desk communication trends http://www.servicedeskshow.com/interview/serivce-desk-communication-trends/ http://www.servicedeskshow.com/interview/serivce-desk-communication-trends/#respond Thu, 02 Mar 2017 16:02:52 +0000 http://www.servicedeskshow.com/?p=13946 As we continue to interview the service desk industry’s leading thinkers, Oded Moshe of SysAid looks at the key trends in service desk communication, and looks forward to SITS17. Q: What key trends should service desk & IT support professionals be looking out for in 2017? A: During the past few years, dozens of new technologies […]

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As we continue to interview the service desk industry’s leading thinkers, Oded Moshe of SysAid looks at the key trends in service desk communication, and looks forward to SITS17.

Q: What key trends should service desk & IT support professionals be looking out for in 2017?

A: During the past few years, dozens of new technologies have been adopted by everyone – and more importantly – there has been a change in the way users receive and communicate data. Once upon a time it was simple: data communication was either via sending an SMS or an email with more data. The fact everyone has a smartphone evolved the way everyone communicates and there are dozens of new interactions methods.

If you go back only two decades, faxes took a large portion of the data communication between organisations and played a vital role within the service processes. Today you may still find a process that involves faxes here and there – but they definitely made way for the new technologies that replaced them.

I give the fax example because the same thing is going to happen with today’s common communication methods – they will become obsolete. And this means we need to identify the new interaction patterns of our users we support and respond accordingly.

You don’t expect your end users to fax you with issues they have.  In the near future, don’t expect them to send emails, or to submit forms – because these will also become obsolete (in some places faster than others).

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

A: In-line with the trends I stated above, the tip is to identify and utilise the communication methods that are adopted in their organisations.  Some will be tweeting, some will use Facebook, Slack, Whatsapp and many more. Make sure you, as a service provider, are aware of these platforms and apply any relevant communication methods to your processes.

Q: What are you looking forward to about SITS17?

A: 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.  Some of them are our customers, the others aren’t customers yet, but the ability to have a quick conversation with service desk & IT professionals is always fun and I always learn a lot.  We’ve got some new things to show, so make sure you visit our stand to find out more.

Oded Moshe is VP products at SysAid.

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Do your SLAs help or hinder? http://www.servicedeskshow.com/blog-spot/slas-help-or-hinder/ http://www.servicedeskshow.com/blog-spot/slas-help-or-hinder/#respond Thu, 02 Mar 2017 15:13:18 +0000 http://www.servicedeskshow.com/?p=13936 Service desks may feel helpless when employees and business stakeholders complain about service quality, yet the green light of their SLAs flash comfortingly in the background. Satisfaction levels may be at 3.9, but is that good or bad? Niall Rudd of Happy Signals explains the importance of reassessing your feedback.  For too long SLAs have focused on service […]

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Service desks may feel helpless when employees and business stakeholders complain about service quality, yet the green light of their SLAs flash comfortingly in the background. Satisfaction levels may be at 3.9, but is that good or bad? Niall Rudd of Happy Signals explains the importance of reassessing your feedback. 

For too long SLAs have focused on service desk violations rather than CSI (Continual Service Improvement) and development from the viewpoint of the employee.

In a study by Deloitte University Press87% of organisations cite culture and engagement relating to employee experience as one of their top challenges. Poor engagement between service desk agents and employees creates a dissatisfied and under-valued workforce. SLAs typically assume employees to be a homogenised group, not differentiating profiles of doers, triers, prioritisers and those who need more support than most.

We need to know what these different profiles say about the service and the effectiveness of the channels through which they communicate with the service desk. As the diagram below shows, if you combine this information with lost productivity, we begin to see the business value of checking that our feedback methods ask the right questions to provide the insight needed to improve service and reduce lost worktime. Benchmarks should be gathered from the feedback of our employees and not an optimum target built into an SLA.

Whether outsourced or otherwise, the challenge of culture and engagement needs to start with the service desk owners and the relationship they have with their customers. Closing tickets within a benchmarked timeframe may be the standard measure, but it tells us nothing of how the service desk is performing against differing internal services and the myriad of individuals within them.

Service management needs to focus on the end-to-end experience of the employee and not just play the SLA game of pointing fingers at the service desk agents. Real and meaningful feedback measuring the happiness of an employee in relation to how the service desk has handled their ticket offers a clear insight of service desk performance. 

Niall Rudd is regional manager, UK and Ireland, for Happy Signals.

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Major IT incidents cost more than $8k per minute http://www.servicedeskshow.com/industry-news/major-it-incidents-cost-8k-per-minute/ http://www.servicedeskshow.com/industry-news/major-it-incidents-cost-8k-per-minute/#respond Thu, 02 Mar 2017 14:29:05 +0000 http://www.servicedeskshow.com/?p=13933 The slow response of service desks means that major IT incidents cost on average $190,000 in downtime before they are resolved.  That’s according to a survey of 152 IT professionals conducted by alerting specialist Everbridge, which found that the average business takes 27 minutes to assemble a team of specialists to tackle a major IT […]

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The slow response of service desks means that major IT incidents cost on average $190,000 in downtime before they are resolved.  That’s according to a survey of 152 IT professionals conducted by alerting specialist Everbridge, which found that the average business takes 27 minutes to assemble a team of specialists to tackle a major IT incident.

The frequency of major incidents is also alarming, with 47% of IT organisations reporting more than six outages in the past year.  Just 9% of organisations were fortunate enough to avoid any significant IT outage during the same 12 month period.

These figures illustrate clearly the importance of communication speed when responding to major IT incidents.  With IT becoming increasingly dispersed – 66% of companies have IT assets and professionals working across multiple locations and time zones – the ability to quickly mobilise the correct people is becoming more critical.

The reasons for major outages vary, with the most frequent being:

  • Hardware failure or capacity issues, experienced by 58% of businesses
  • Internal business application issues (51%)
  • Unplanned maintenance (41%).

Reflecting a maturing market, more than 90% of companies say they use a dedicated ITSM or ticketing system. The two most popular systems are reportedly ServiceNow, which is used by 26% of respondents and BMC Remedy (20%). 

To learn more, download Everbridge’s e-book called the 2017 State of IT Incident Management Report.

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How can your service desk support the digital transformation? http://www.servicedeskshow.com/blog-spot/how-can-your-service-desk-support-digital-transformation/ http://www.servicedeskshow.com/blog-spot/how-can-your-service-desk-support-digital-transformation/#respond Thu, 02 Mar 2017 14:21:27 +0000 http://www.servicedeskshow.com/?p=13928 Digital transformation is crucial to the future of business technology.  Steve Daly of Ivanti explains the enormity of the challenge and how the service desk will contribute. I don’t think there’s a CIO in the country today that hasn’t been tasked with driving digital transformation. It’s the only way to ensure the organisation has the speed and […]

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Digital transformation is crucial to the future of business technology.  Steve Daly of Ivanti explains the enormity of the challenge and how the service desk will contribute.

I don’t think there’s a CIO in the country today that hasn’t been tasked with driving digital transformation. It’s the only way to ensure the organisation has the speed and agility to grow and stay competitive. With the right blend of people, process and technology, it can even help elevate the CIO’s standing within the enterprise and at the heart of the board. But going digital also opens the organisation up to new threats, especially in the mobile space. The key to success will be in managing this new risk without impeding staff productivity and inadvertently encouraging the growth of shadow IT.  This understandably creates major challenges for service desks professionals who work at the fulcrum between business users and the IT department.

Threats are everywhere
Going ‘digital-first’ is not a nice-to-have anymore, it’s essential. A Global Center for Digital Business Transformation report claims four of today’s top 10 incumbents in each industry could be displaced by more digitally disruptive rivals over the next five years. At the heart of this digital change is mobility – enabling staff to access corporate data and other services from any internet-connected device, anywhere, anytime.

But in reality, breaches of security are inevitable. There were 18 million new malware samples recorded in Q3 alone, and a 22% quarter-on-quarter increase in the number of data breach cases dealt with by the ICO in April-June. The key, therefore, is to focus on reacting quickest to contain the potentially catastrophic effects of such breaches.

The bigger picture
CIOs who want to lead by example in driving through digital transformation need to think carefully about how they manage this huge growth in enterprise security risk across an explosion in corporate endpoints. The answer is in unifying IT teams to ensure they’re all pulling in the same direction, and reaching out to users so that any new processes are aligned to business needs.

And this is where the service desk comes into its own.  The service desk should be the focus for your efforts as its visibility into your organisation is unrivaled.  It’s often the first point of contact when devices are lost, or if a user spots an issue with their computer. With the right communications lines into other teams it can coordinate and escalate certain issues to IT security if needed, and vice versa.

But it also needs to be armed with the right set of automated, unified endpoint management tools. Automation is the key to managing a huge set of endpoints – especially multiple device types and operating systems – while multiple layers of protection are needed to mitigate risk from today’s varied set of threats.

An effective layered security approach should include, but would not be limited to:

  • automated patch and configuration management to enhance stability and close down attacks exploiting known vulnerabilities
  • app whitelisting to mitigate the risk of zero-day threats and ransomware
  • encryption to protect data if it gets into the wrong hands
  • device control capabilities to automatically apply security policies for removable media
  • threat protection / anti-virus to deal with ‘background noise’ malware
  • the ability to manage effectively on or off premise

Automation, mobility and security, anchored around the service desk, are vital to digital transformation. But CIOs must remember that so too is listening to the organisation’s IT users. Offer self-service where possible to ensure security processes don’t block productivity. This cultural or mindset change might not come easy to IT, but without it the digital-first company will remain a pipe dream.

Steve Daly is CEO of Ivanti.

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SITS – The Service Desk & IT Support Show opens visitor registration http://www.servicedeskshow.com/event-press/press-releases/sits-service-desk-support-show-opens-visitor-registration/ http://www.servicedeskshow.com/event-press/press-releases/sits-service-desk-support-show-opens-visitor-registration/#respond Fri, 10 Feb 2017 09:26:09 +0000 http://www.servicedeskshow.com/?p=13653 With the demands on IT infrastructure getting exponentially more complex, it’s never been more important for IT professionals to adapt to the latest tools, technology and trends in the industry.  And there’s no shortage of innovations and insights at this year’s SITS – The Service Desk & IT Support Show, which has now opened visitor […]

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With the demands on IT infrastructure getting exponentially more complex, it’s never been more important for IT professionals to adapt to the latest tools, technology and trends in the industry.  And there’s no shortage of innovations and insights at this year’s SITS – The Service Desk & IT Support Show, which has now opened visitor registration for 2017.

Returning to Olympia, London, on 7-8 June, the two-day show will feature 80 leading specialist vendors, integrators, consultancies and service providers, demonstrating top quality IT solutions – from self-service IT portals and live chat software to transformational service management tools.  3,500 visitors, including CIOs, IT directors, service desk managers, and senior IT decision-makers are expected to attend.

Big names returning to SITS include Hornbill, TeamUltra, Cherwell Software, Webroot, ServiceNow, Atlassian, Alemba, Axios Systems, Marval Software, Freshdesk, TOPdesk UK, and Bomgar.  Whilst new additions for 2017 include Comaround, SN Developer, Printer Logic, Everbridge, Soliloquy, and Moogsoft.

“SITS is valuable to me because of the conversations I have with the exhibitors who, for the most part, drive this industry forward.  The only way we are going to be able to continue to face the challenges in IT service and support, is with the vendors driving through new technology innovations,” says Ollie O’Donoghue, SITS speaker and head of research and insight at Service Desk Institute.

The future of the service desk

As well as innovative products, SITS’s free conference programme will deliver exclusive insights from over 55 industry thought-leaders, helping to evolve, improve, and re-define the way today’s IT professionals operate their service desks for the future.  Hot topics on the agenda are expected to include: DevOps, ITIL, security, skill-sets, CMDB, BRM, SIAM, cloud, digital transformations, instant chat, and customer service.

Looking ahead, Ben Moss, VP professional services at Alemba says: “I believe disruptive trends, such as advances in mobile technologies and Cloud Computing, will continue to shake up the industry in 2017.  An increased demand for consumerisation of IT services means that customer expectations are rapidly changing, and service desk professionals need to continue to raise the standards of service delivery.

“The term ‘automation’ is used a lot, and while the efficiency (economic) benefits are clear, I think the real challenge is navigating through the human/process (cultural) challenges of automation: entitlement, risk, governance, compliance and budgeting, for example,” he says.

IT professionals “need to leverage automation wherever possible,” adds Jarod Greene, vice president of product marketing at Cherwell Software.

“Lean methodologies help teams identify areas of waste and redundancy, and by applying automation to those areas, teams can improve outcomes.  The orchestration of processes should extend outside of your ITSM tool set, using other IT operations and line of business solutions to speed up service support and delivery.”

For exhibitors like Alemba and Cherwell Software, SITS offers the perfect forum to share the latest developments and challenges with all the key players in the industry.

“SITS provides face-to-face engagement with hundreds of service desk and IT support professionals, who come from different industries.  The opportunity to understand what IT and business challenges they face is an incredible opportunity to think through ways that people, processes and technology can help solve the most pressing issues in IT,” says Greene.

ITSMF UK Professional Service Management Awards

The relaunched ITSMF UK Awards – newly named the Professional Service Management Awards, takes place away from the ITSMF’s annual conference for the first time this year.  They’ll now be held at the Landmark Hotel on the 7 June, coinciding with the first day of SITS.  This annual awards programme recognises the brightest and best from the world of IT service management, and has been revamped for its 25th anniversary.  The 11 awards also include new categories focused on DevOps, SIAM and BRM.

SITS group event director David Maguire says: “We are delighted that the ITSMF will be holding their Professional Service Management Awards after the first day of SITS.  The coinciding of the events will create a great opportunity for IT professionals and vendors to continue networking and celebrate the achievements of the wider ITSM community, which are so richly deserved.”

This year’s award categories include:

– Digital Transformation Project of the Year
– Young ITSM Professional of the Year
– Service Innovation of the Year
– Ashley Hanna Contributor of the Year
– Service Management Team of the Year
– Thought Leadership Award
– Training Provider of the Year
– Business Relationship Manager of the Year
– Service Integration (SIAM) Project of the Year
– Paul Rappaport Award for Outstanding Contribution to ITSM.
– DevOps Implementation award

For more details, please visit www.itsmf.co.uk/psma17

Free registration now open

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

“Over the years, it’s just got better.  Anything relevant you need to know about the service desk industry is always covered here,” says Karen Tay, head of systems: IT service delivery at The Big Lottery Fund.

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.

###

 

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
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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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Automation is key to service desk future http://www.servicedeskshow.com/interview/automation-key-service-desk-future/ http://www.servicedeskshow.com/interview/automation-key-service-desk-future/#respond Mon, 06 Feb 2017 15:07:25 +0000 http://www.servicedeskshow.com/?p=13631 In the next of our interviews with key ITSM industry thinkers, Ben Moss of Alemba talks about the importance of automation and disruption to service desks. Q: What’s next for the service desk industry? A: The next big challenge for the service desk industry is the efficient implementation of process automation to improve and speed up […]

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In the next of our interviews with key ITSM industry thinkers, Ben Moss of Alemba talks about the importance of automation and disruption to service desks.

Q: What’s next for the service desk industry?
A: The next big challenge for the service desk industry is the efficient implementation of process automation to improve and speed up service delivery. The term ‘automation’ is used a lot and while the efficiency (economic) benefits are clear, I think the real challenge is navigating through the human/process (cultural) challenges of automation: entitlement, risk, governance, compliance and budgeting, for example.

What key trends should Service Desk & IT Support Professionals be looking out for in 2017?
I believe disruptive trends such as advances in mobile technologies and Cloud Computing will continue to shake up the industry in 2017. An increased demand for consumerization of IT services means that customer expectations are rapidly changing and Service Desk professionals need to continue to raise the standards of service delivery.

What tips would you give Service Desk & IT Support Professionals looking to drive their IT services forward?
Customer experience is key in driving IT services forward, and this also links closely to the automation challenge mentioned earlier.

Giving the business(es) you are serving a clear understanding of the offerings you provide (which means they need to be tailored to that individuals or organisations entitlement, compliance, budget and language) will be critical to the successful delivery of world-class customer service.  Only then will you retain loyal customers and grow brand advocates.

What are you looking forward to about SITS17?
The fantastic line-up of speakers, catching up with peers and customers, and, of course, showing off the latest vFire features.

What will you be promoting at the show? (any bestsellers, new products?)
We will be showcasing the latest vFire release, our newly-updated self-service- interface and mobile application.

Ben Moss VP Professional Services, Alemba

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PC sales renewed as tablet love affair fades http://www.servicedeskshow.com/feature/pcs-fight-back-tablet-love-affair-fades/ http://www.servicedeskshow.com/feature/pcs-fight-back-tablet-love-affair-fades/#respond Mon, 06 Feb 2017 15:02:37 +0000 http://www.servicedeskshow.com/?p=13628 The relentless decline of PC sales seen in the last few years has finally ended.  Figures from analyst IDC show that PC shipments have finally stopped falling, while positive notebook sales in Western Europe mean that fully-featured computers have completed their comeback.  The renaissance has been led by ultra-slim notebooks, notably Chromebooks.  These have proven […]

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The relentless decline of PC sales seen in the last few years has finally ended. 

Figures from analyst IDC show that PC shipments have finally stopped falling, while positive notebook sales in Western Europe mean that fully-featured computers have completed their comeback. 

The renaissance has been led by ultra-slim notebooks, notably Chromebooks.  These have proven so popular because they combine the portability of a tablet but with the usefulness of full sized keyboards and a fully functional operating system.

The emergence of tablet computers following the launch of the Apple iPad sparked a trend that transformed how businesses use technology.  As tablets grew in sophistication, it seemed likely that traditional computers would become redundant.  However, as the limitations of tablets have grown more obvious, and the size of mobile phone screens has grown, the mass appeal of tablets for business has dwindled.

Service desks must be mindful of how customer behaviour changes on a regular basis.  Self-service portals must be adjusted, knowledge articles kept current, and service desk professionals must be aware of how their customers prefer to work, if they are to deliver the kind of services and support the business needs.

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itSMF UK Awards to coincide with SITS17 http://www.servicedeskshow.com/industry-news/13625/ http://www.servicedeskshow.com/industry-news/13625/#respond Mon, 06 Feb 2017 14:57:21 +0000 http://www.servicedeskshow.com/?p=13625 The relaunched itSMF UK Awards will be held at the Landmark Hotel on the 7th June – the first day of SITS17.  This annual awards programme recognises the brightest and best from the world of IT service management and is being revamped for its 25th anniversary.  With 11 awards including new categories focused on DevOps, SIAM […]

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The relaunched itSMF UK Awards will be held at the Landmark Hotel on the 7th June – the first day of SITS17. 

This annual awards programme recognises the brightest and best from the world of IT service management and is being revamped for its 25th anniversary.  With 11 awards including new categories focused on DevOps, SIAM and BRM, the newly named Professional Service Management Awards takes place away from the itSMF’s annual conference for the first time. 

The itSMF Annual Conference will continue, moving to a new venue in Manchester on 20-21 November this year and itSMF expects that separating the Awards will allow it grow as a stand-alone event.

SITS and iSMF UK working together
As part of the relocation, the Service Desk & IT Support Show (SITS) will provide support to the Awards, while ITSMF UK will deliver media and consultancy services at SITS itself.  Visitors will be encouraged to spend the day in Olympia learning, networking and speaking to vendors and peers, then conclude their evening at the itSMF UK Awards ceremony.

SITS group event director, David Maguire is ‘delighted’ to welcome the Awards after the first day of SITS. “The coinciding of the events will create a great opportunity for IT professionals and vendors to continue networking and celebrate the achievements of the wider ITSM community, which are so richly deserved”.

Barclay Rae, ITSMF UK CEO, is similarly enthused about the development.  “We’ve put a lot of new ideas into our revamped awards which will offer opportunities for a wide variety of approaches to service management.  We are also excited about running a new event at the Landmark, which is a truly wonderful venue, as well as doing this at the SITS show, where the whole ITSM industry gets together”.

This year’s award categories include:

– Digital Transformation Project of the Year
– Young ITSM Professional of the Year
– Service Innovation of the Year
– Ashley Hanna Contributor of the Year
– Service Management Team of the Year
– Thought Leadership Award
– Training Provider of the Year
– Business Relationship Manager of the Year
– Service Integration (SIAM) Project of the Year
– Paul Rappaport Award for Outstanding Contribution to ITSM.
– DevOps Implementation award

For more details, visit the itSMF UK Awards page here.

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