ServiceDeskShow http://www.servicedeskshow.com Mon, 19 Jun 2017 15:55:42 +0000 en-US hourly 1 SITS17 – the ‘must-attend event’ reports 7% increase in attendees http://www.servicedeskshow.com/event-press/press-releases/sits17-must-attend-event-reports-7-increase-attendees/ http://www.servicedeskshow.com/event-press/press-releases/sits17-must-attend-event-reports-7-increase-attendees/#respond Mon, 19 Jun 2017 15:08:24 +0000 http://www.servicedeskshow.com/?p=14780 SITS – The Service Desk & IT Support Show was the hub of all things ITSM earlier this month at London Olympia.   Thanks to its fresh content, new networking spaces, and quality vendors, this ‘must-attend’ event welcomed 3,747 ITSM professionals through its doors (up 7% for 2017) on 7-8 June. “I see attending SITS as […]

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SITS – The Service Desk & IT Support Show was the hub of all things ITSM earlier this month at London Olympia.   Thanks to its fresh content, new networking spaces, and quality vendors, this ‘must-attend’ event welcomed 3,747 ITSM professionals through its doors (up 7% for 2017) on 7-8 June.

“I see attending SITS as not only keeping in touch with the trends in the industry but for personal development.  I live in Australia and there is no event like SITS over this side of the world – that’s why I make the effort to attend,” says Victoria Hey, IT operations manager at BVN Architecture.

“SITS is a great place to meet like-minded people looking for new products or ideas.  There’s no shortage of seminars to cater for the information hungry, and the show has a friendly atmosphere with people willing to share ideas.  A great day out!” says Adnan Khaliq, IT helpdesk manager at The Medical Defence Union.

“It’s the perfect place to get an insight of current trends and meet people with exactly the same problems and challenges in their organisations,” says Piotr Lubczynski, global IS service centres manager at NSG Group.

“The seminar content was amazing, it’s hard to believe that all of this high value insight into what makes a successful organisation was available to us,” says Sharon De Vall, ICT service centre manager at BT Lancashire Services.

“SITS has been extremely valuable in terms of seminars and meeting vendors.  It has been a great place to be informed of what’s happening in the market – thank you,” says Vishwas Chadrashekar, IT project manager at The Church of England.

“The show is a great place to review the service we offer and realise where we need to focus next,” says Belinda McKenna, incident and problem manager at Kingston University.

This year’s show floor was packed full of service desk and help desk managers, technical specialists, consultants, CIOs, CTOs, IT directors, and senior IT decision-makers from around the UK, looking to network, research, learn, and discover the latest technologies and developments.  The event garnered visitors from companies as diverse as Telegraph Media Group, Waitrose, PepsiCo, ASOS, Chelsea Football Club, NHS England, BT, Bank of England, British Gas, Channel 4, EDF Energy, Ford Motor Company, and Fujitsu.

David Maguire, event director of SITS says: “We have just experienced two amazing days at SITS and, as always, are overwhelmed by the positive reactions from our visitors, exhibitors, speakers, associations and media partners.  We work hard every year to ensure that our content stays as fresh, and as relevant, as possible for our audience.  We endeavor to listen to feedback, to make sure the next show is bigger and better than the one before, and the support from the industry has been phenomenal.  91% of visitors rated the range of products, services and exhibitors as good or excellent, so we couldn’t be happier.”

Furthermore, 90% of surveyed visitors rated their overall experience at the show as good or excellent.  Whilst the quality conversations and calibre of attendees again impressed countless exhibitors – prompting over 61% of them to rebook for 2018.

Ivanti, Hornbill, Axios Systems, Atlassian, Bomgar, Manage Engine, Alemba, Sunrise Software, TOPDesk, and SysAid have already reserved their stands for 2018.

Summing up their exhibiting experience, Luke Barton, business development manager at CompTIA says: “SITS is spot on! It is our second year of attending and each year it grows in strength.”

“SITS is as a must-attend event to meet potential customers and network with existing customers.  The organisation, venue and logistics are all excellent,” says Steve Morgan, director of Syniad IT.

“The SITS show is a good event for us, our stand is always busy, we’ve had good quality conversations and we have also generated business from the show,” says Catherine O’Reilly, EMEA marketing director at Kaseya.

Show highlights for 2017

Renowned for delivering exclusive insights from industry thought-leaders, the Keynote Theatre attracted lively sessions (many standing-room only) from Georgina Owens (Vodafone); Jonathan Leckey (Auto Trader UK); Natalie Calvert (CX High Performance); Chris Rydings (Axios Systems); Chris Weston (Jumar Solutions); David Bellini, (ConnectWise); and Manish J. Patil (NTT Data Services).  Plus two panel discussions chaired by Barclay Rae (ITSMF UK) and Matthew Burrows (BSMimpact).

Whilst the show’s packed seminar programme featured sessions from Forrester Research, Manage Engine, SysAid, TOPDesk, ComAround, Axios Systems, Everbridge, Pink Elephant, Cherwell Software, BMC, Service Flow, Freshservice, Sollertis, Ivanti, CompTIA, Alemba, and Domestic & General – covering topics like SIAM, BRM, DevOps, Service Desk trends, IT Support Skills, global customers, service desk analytics and more over the two days.

 

SITS – The Service Desk & IT Support Show returns to Olympia, London on 5-6 June 2018.

For further information about the show, including its exhibitors, and speakers the 2017 Show Guide is still available to view at www.servicedeskshow.com/show-guide.

 

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Media enquiries & photography requests to:

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:

SITS17 show images:

High resolution imagery is available upon request:

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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 Group Travel and Tourism.  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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SITS17: opening day photo gallery http://www.servicedeskshow.com/event-press/press-releases/sits17-opening-day-photo-gallery/ http://www.servicedeskshow.com/event-press/press-releases/sits17-opening-day-photo-gallery/#respond Tue, 13 Jun 2017 09:28:15 +0000 http://www.servicedeskshow.com/?p=14710 SITS17 was a great success, with thousands of IT Service Management professionals attending. See what happened at the 2017 event…

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SITS17 was a great success, with thousands of IT Service Management professionals attending. See what happened at the 2017 event…

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WannaCry about quality asset data for better IT services http://www.servicedeskshow.com/blog-spot/wannacry-quality-asset-data-better-services/ http://www.servicedeskshow.com/blog-spot/wannacry-quality-asset-data-better-services/#respond Thu, 08 Jun 2017 08:03:57 +0000 http://www.servicedeskshow.com/?p=14445 As IT organizations transform from being cost centers to becoming business enablers, improving service quality and reducing operational costs become paramount. Service Desk and IT Service Management (ITSM) solutions enable IT organizations to deliver services to the enterprise to ensure smooth business operations, improve employee productivity, protect against security attacks and maintain competitive advantage. However, […]

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As IT organizations transform from being cost centers to becoming business enablers, improving service quality and reducing operational costs become paramount.

Service Desk and IT Service Management (ITSM) solutions enable IT organizations to deliver services to the enterprise to ensure smooth business operations, improve employee productivity, protect against security attacks and maintain competitive advantage. However, when IT organizations support and manage hundreds to thousands of devices and applications, data quality problems about those devices and applications arise.

It can make it difficult to set up automation, prioritize and route incidents efficiently and evaluate impact and coverage accurately. This leads to longer resolution times, unnecessary escalations and outages, inefficient utilization of IT staff time and reduced productivity.

Many efforts are hampered by inconsistent and unreliable hardware and software asset information, leading to many project failures and lower ROI for processes, not to mention security exposures. Does WannaCry come to mind?

While most organizations have a proactive approach to secure an organization from cybersecurity threats coming from the outside, there is more risk and damage after an intruder gets in. Apparently started from an older version of Windows still on millions of computers worldwide, WannaCry could have been prevented if organizations had better managed the end-of-life (EOL) of software assets in their enterprise. These vulnerabilities continue to be successfully exploited by hackers and malware because EOL and end-of-support (EOS) software and hardware continue to live on many organization’s networks without the knowledge of IT staff.

Good, clean and up-to-date asset information ensures the success of better ITSM, including reducing security risk. Asset information combined with accurate configuration information assures applications will perform correctly.

That results in fewer calls to the Help Desk. But beyond that, the impact for mitigating security risk can be realized if the asset management of software enriched with data, such as EOL, could tell you more about your applications and devices.  One organization discovered that more than 56 percent of its applications was EOL. In a recent BDNA survey, 52 percent of those surveyed admitted they do not have a process for handling EOL software.

Does that make you WannaCry?  Then you might want to check out When Software Goes Rogue.

Written by Cathy Won, BDNA (stand 903)

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SITS – The Service Desk & IT Support Show 2017 – what’s in store today? http://www.servicedeskshow.com/event-press/press-releases/sits-service-desk-support-show-2017-whats-store-today/ http://www.servicedeskshow.com/event-press/press-releases/sits-service-desk-support-show-2017-whats-store-today/#respond Thu, 08 Jun 2017 07:00:33 +0000 http://www.servicedeskshow.com/?p=14473 If you weren’t able to attend SITS yesterday, there’s still plenty of great content to enjoy today, including a panel debate on Artificial Intelligence (AI) – positive opportunity or job risk? Plus, Jonathan Leckey’s (Auto Trader UK) session on ‘applying transformational lessons from IT into the business’ and Chris Weston’s session on the impacts and opportunities of Brexit […]

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If you weren’t able to attend SITS yesterday, there’s still plenty of great content to enjoy today, including a panel debate on Artificial Intelligence (AI) – positive opportunity or job risk? Plus, Jonathan Leckey’s (Auto Trader UK) session on ‘applying transformational lessons from IT into the business’ and Chris Weston’s session on the impacts and opportunities of Brexit on IT.  

Today’s conference highlights include (in running order):

Keynote Theatre 

  • Artificial Intelligence (AI) – positive opportunity or job risk? (panel debate): featuring Matthew Burrows, BSMimpact; Tony Price, Hewlett Packard Enterprise (HPE); and Cathryn Barnard, Working the Future; Jonathan Munn, Zendesk; and Stephen Mann, ITSM tools
  • Getting by with a little help from your friends – applying transformational lessons from IT into the business: Jonathan Leckey, Auto Trader UK
  • Brexit – impacts and opportunities for IT teams: Chris Weston, Jumar Solutions
  • Mastering the art of service excellence: David Bellini, ConnectWise

Theatre 1

  • Breakfast briefing (must be pre-booked) – The worker you can’t afford to replace. A report on essential IT support skills: Dr James Stanger, CompTIA
  • Global customers, global support: Lena Stormvinge, ComAround
  • Create a business case for IT innovation: Brian Hendry, Axios Systems
  • Make employee experience the most meaningful service desk metric: Pasi Nikkanen, Happy Signals
  • 2017 state of IT incident management – how do you compare? Vincent Geffray, Everbridge
  • What the movies teach us about service management: Ivor Macfarlane, MacfPartners
  • Rethink the service desk role to change its image forever: Andrew Shepherd, Domestic & General

Theatre 2

  • A cure for the customer satisfaction problem? David Backham, Soliloquy
  • The lean service desk: from theory to practice: Peter Hubbard, Pink Elephant
  • Service Desk trends in 2017: David Wright, SDI
  • Investing in ITSM for competitive advantage: Martyn Broadhead, The Barcode Warehouse
  • Is DevOps really changing IT support? Jon Hall, BMC
  • Make metrics matter: James Finister, Tata Consultancy Services

Theatre 3 

  • 10 tips for a successful SIAM implementation: Steve Morgan, Syniad IT
  • IT and the rise of the digital university: Maciej Norko, Alemba
  • Make your service desk an innovation garage: Kumaravel Ramakrishnan, ManageEngine
  • Create enterprise agility through digital transformation: Matthew Hooper, Ivanti
  • Simple steps to a better service desk experience: Sanjeev NC, Freshservice
  • The service desk and kill chain: Dr James Stanger, CompTIA

Hot Topic Discussions

Table 1: 

  • Designing for optimal self-service: Alex Hocking, Marval
  • Investing in ITSM: Will Sibley, TOPdesk
  • Securing helpdesk productivity: Will Culbert, Bomga
  • Agile ITSM: Andreyna Gonzalez, TOPdesk

Table 2: 

  • The wider implications of the service catalogue: Jeroen Janssen,TOPdesk
  • DevOps in an ITSM world: Lara Hellman, Ivanti
  • Customer centricity: Hannah Price, TOPdesk
  • 5 Signs You Have Outgrown Your ITSM Tool: Neil Keating, Brighthorse

Table 3:

  •  Knowledge management: Ian Stevens, Short & Grey
  • Creating user friendly self-service portals: David Knowles, CRMWorks
  • Delivering legendary customer service: Emmanuel Boukandoura, Valiantys
  • Effective use of data and metrics: Martijn van de Bovenkamp, TOPdesk

 

To view this year’s exhibitor list, please visit: www.servicedeskshow.com/why-visit/exhibitor-list.

For the latest exhibitor news, please visit: www.servicedeskshow.com/exhibitor-press-releases/.

SITS – The Service Desk & IT Support Show at Olympia, London, is open from 9am to 5pm today (Breakfast Briefing begins at 8.30am). Last admittance is at 4pm.

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Opening day video highlights http://www.servicedeskshow.com/event-press/press-releases/opening-day-video-highlights/ http://www.servicedeskshow.com/event-press/press-releases/opening-day-video-highlights/#respond Wed, 07 Jun 2017 16:31:04 +0000 http://www.servicedeskshow.com/?p=14691 Here’s some video highlights from a fantastic first day at SITS 2017. We look forward to seeing you again tomorrow! SITS17 – opening day highlights from Diversified UK on Vimeo.

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Here’s some video highlights from a fantastic first day at SITS 2017. We look forward to seeing you again tomorrow!

SITS17 – opening day highlights from Diversified UK on Vimeo.

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SITS – The Service Desk & IT Support Show 2017 – opens today! http://www.servicedeskshow.com/event-press/press-releases/sits-service-desk-support-show-2017-opens-today/ http://www.servicedeskshow.com/event-press/press-releases/sits-service-desk-support-show-2017-opens-today/#respond Wed, 07 Jun 2017 07:00:58 +0000 http://www.servicedeskshow.com/?p=14434 SITS – The Service Desk & IT Support Show opens for business at 9am today at Olympia, London.  Thousands of IT professionals from across the UK are expected to pack the aisles over the two days (Wednesday and Thursday 7-8 June). Today’s conference highlights include (in running order): Keynote Theatre  Breakfast briefing – The catalyst for service […]

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SITS – The Service Desk & IT Support Show opens for business at 9am today at Olympia, London.  Thousands of IT professionals from across the UK are expected to pack the aisles over the two days (Wednesday and Thursday 7-8 June).

Today’s conference highlights include (in running order):

Keynote Theatre 

  • Breakfast briefing – The catalyst for service innovation: embrace feedback: Chris Rydings, Axios Systems; and David Wheable, Forrester Research
  • Raising the performance bar: Natalie Calvert, CX High Performance
  • The magic behind service management transformation: Georgina Owens, Vodafone
  • Don’t call it ‘digital’ transformation – it’s organisation and people (panel debate): featuring Barclay Rae, ITSMF UK; Matthew Hooper, Ivanti; Jason Noble; and Adam Haylock, Aylesbury Vale District Council
  • Conflicting Agendas? CIO versus the CEO’s priorities: Chris Rydings, Axios Systems

Theatre 1

  • Service desk analytics in 5 steps: Kumaravel Ramakrishnan, Manage Engine
  • Leadership lessons inspired by a six-year old: Joseph McGee, Leadership Consultant
  • True stories of service desk contributions to the bottom line: Sarah Lahav, SysAid
  • Promote and perfect your self-help portal: Sumit De, TOPdesk
  • Bringing the virtual workforce to life: Terry Walby, Thoughtonomy
  • Building the self-sufficient enterprise service desk: Adam Haylock, Aylesbury Vale District Council and Patrick Bolger, Hornbill

Theatre 2 

  • The case for using an Enterprise Management Platform to decrease costs: Dan Le Masurier, Qlik
  • The service catalogue – multiple uses, multiple pitfalls, easy solutions: Peter Hubbard, Pink Elephant
  • Your service operation: meek or magic? Damian Bowen, ITSM Consultant
  • Systems tinkering vs systems thinking: Mark Smalley, ASL BiSL Foundation
  • Avoid buyers remorse when selecting an ITSM solution: Mike Kyffin, Cherwell Software
  • Get buzzy, not busy: lessons in service desk leadership: Noel Bruton, Bruton Consultancy

Theatre 3 

  • Become a growth hacker to drive self-service adoption: Narain Muralidharan, Freshservice
  • Agile supplier management with the ‘service network’: Juha Berghäll, Service Flow
  • DevOps in the dock: Duncan Watkins, Forrester and Daniel Breston, Qriosity
  • 5 strategies to deliver BRM digital business success: Simon Kent, Sollertis
  • Making IT flow using IT4IT: Tony Price, Hewlett Packard Enterprise (HPE)
  • Future proof your ITSM: Claire Agutter, ITSM Zone

Hot Topic Discussions 

Table 1: 

  • Service level management – why do we need SLAs, OLAs and UCs? Dr Don Page, Marva
  • Effective use of data and metrics: Martijn van de Bovenkamp, TOPdesk
  • Delivering legendary customer service: Emmanuel Boukandoura, Valiantys
  • Creating user friendly self-service portals: David Knowles, CRMWorks

Table 2:

  • 5 Signs you have outgrown your ITSM tool: Neil Keating, Brighthorse
  • Customer centricity: Hannah Price, TOPdesk
  • DevOps in an ITSM World: Ivanti
  • Knowledge management: Ian Stevens, Short & Grey

Table 3:

  • Agile ITSM: Andreyna Gonzalez, TOPdesk
  • Securing helpdesk productivity: Will Culbert, Bomgar
  • Investing in ITSM: Will Sibley, TOPdesk
  • The wider implications of the service catalogue: Jeroen Janssen,TOPdesk

 

To view this year’s exhibitor list, please visit: www.servicedeskshow.com/why-visit/exhibitor-list.

For the latest exhibitor news, please visit: www.servicedeskshow.com/exhibitor-press-releases/.

SITS – The Service Desk & IT Support Show at Olympia, London, is open from 9am to 5pm on Wednesday 7 June and Thursday 8 June (Breakfast Briefings begin at 8.30am on both days which must be pre-booked). Last admittance is at 4pm.

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See you tomorrow! http://www.servicedeskshow.com/event-press/press-releases/see-you-tomorrow/ http://www.servicedeskshow.com/event-press/press-releases/see-you-tomorrow/#respond Tue, 06 Jun 2017 18:26:30 +0000 http://www.servicedeskshow.com/?p=14685 SITS17 is almost ready. Here’s a little look behind the scenes today.  We can’t wait to welcome you to the show tomorrow. Doors open at 9am – see you there! SITS17 – build up day from Diversified UK on Vimeo.

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SITS17 is almost ready. Here’s a little look behind the scenes today.  We can’t wait to welcome you to the show tomorrow. Doors open at 9am – see you there!

SITS17 – build up day from Diversified UK on Vimeo.

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The high price of major incident overload http://www.servicedeskshow.com/feature/high-price-phone-call-overload/ http://www.servicedeskshow.com/feature/high-price-phone-call-overload/#respond Thu, 01 Jun 2017 11:42:31 +0000 http://www.servicedeskshow.com/?p=14537 When a major incident causes the service desk to become overloaded, there’s more at stake than productivity, as Vincent Geffray of Everbridge explains.   In today’s digital world, it is possible to gauge the cost implications of an IT outage on employee productivity, revenue generation but it is usually much more tricky to measure the negative impacts […]

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When a major incident causes the service desk to become overloaded, there’s more at stake than productivity, as Vincent Geffray of Everbridge explains.  

In today’s digital world, it is possible to gauge the cost implications of an IT outage on employee productivity, revenue generation but it is usually much more tricky to measure the negative impacts on the very IT people’s lives.

Think about this for a minute:

You’re a financial advisor and you are meeting with this young couple who just got married two months ago. They want to purchase their first place and call it “home”. They are interested in what your bank has to offer for mortgage. They only have an hour for you and you’ve already walked them through the different options and the associated costs.

At this point, you just need to collect a few more information about their income, their credit score and just run the numbers with the mortgage computer application. You log onto the mortgage portal, you see the spinning wheel in the middle of the screen but nothing happens. You try again, you may even apologize and reboot your computer. You try again and get the same damn wheel.

The friendly couple really needs to leave now as they must get back to work. And they do. Your day couldn’t get any better, right?

Now what? You could open a ticket with corporate IT, but you really want to make sure someone hears the story of what just happened. You want to share your feelings and talk to someone real. You are now calling the dedicated 1-800 line to IT technical support. What you don’t know yet is that thousands of agents have experienced the exact same issue and want to share their frustration with the team they think is responsible for all this mess: IT. Because of the unplanned volumes of calls, you will most likely be placed on-hold and in queue before someone can actually answer your call. From a service desk perspective, this is called a ‘Call Storm’: an unplanned influx of angry colleagues calling the IT desk.

Now, put yourself in the service desk professional’s shoes who will be taking your call. They have to answer hundreds of calls just like yours. They must remain nice and courteous. They usually need to apologise for the inconvenience like if they were responsible for this problem. On top of that, they may have to apologise for not being able to provide you with any update other than “Yes, we know the mortgage application is down. All our engineers are looking into the issue. Sorry, we actually don’t know how long this will last”  

Another great day in IT land
What’s going on? How long will this last? What are we doing about it? If you’ve ever had a major incident impact users throughout your organisation, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming.

Customers and end users just want to make sure IT is aware of the issue. But when hundreds—even thousands—try to contact the service desk, then you have a Call Storm. And the inability to properly weather it increases the urgency end users feel.

To reduce the volumes of inbound calls into the support centre, IT alerting solutions are designed to help expedite the IT response process and proactively communicated with impacted business users.

Vincent Geffray is senior director of product marketing for EverBridge.

@Vgeffray
www.linkedin.com/in/vgeffray

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Avoid Nokia’s fate and build tomorrow’s service desk http://www.servicedeskshow.com/interview/avoid-nokias-fate-build-tomorrows-service-desk/ http://www.servicedeskshow.com/interview/avoid-nokias-fate-build-tomorrows-service-desk/#respond Wed, 31 May 2017 11:01:43 +0000 http://www.servicedeskshow.com/?p=14532 The CEO of Nokia famously once proclaimed: “We did nothing wrong but we still lost”.  At SITS17, Steve Bulman of Resolve Systems will help your service desk avoid Nokia’s fate by giving a daily talk at 1400 on stand 225. Here’s a preview of Steve’s talk: “Organisation A is an early adopter of ITIL in the 1990’s […]

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The CEO of Nokia famously once proclaimed: “We did nothing wrong but we still lost”.  At SITS17, Steve Bulman of Resolve Systems will help your service desk avoid Nokia’s fate by giving a daily talk at 1400 on stand 225.

Here’s a preview of Steve’s talk:

“Organisation A is an early adopter of ITIL in the 1990’s and is now v3. Despite all the efforts to document their processes however (knowledge management, streamlined and tuned thresholds), customers are complaining and they are experiencing churn. They are wondering what they’re doing wrong.

Organisation B has modelled processes. Check. They have knowledge management. Check. They have streamlined and tuned thresholds. Check. But organisation B is experiencing industry leading NPS and lowest number of customer complaints. How are they able to achieve that? Because they have coupled knowledge management, modelled processes and automation with some of the fastest resolution times for critical incidents.

That is the why. Why organisation A is falling behind although on the surface they are doing nothing wrong.  Why organisation B will continue to reduce churn, avoid cost and increase bottom line profitability.”

Resolve Systems maximises service desk resources by enabling agents to make decisions faster. View the demo on stand 225 for your chance to win an Amazon Echo Smart Speaker with voice recognition.

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Keeping up with the changing world of IT support http://www.servicedeskshow.com/interview/changes-in-it-support/ http://www.servicedeskshow.com/interview/changes-in-it-support/#respond Wed, 31 May 2017 07:23:31 +0000 http://www.servicedeskshow.com/?p=14529 Sid Suri of Atlassian explains the huge changes in ITSM he has witnessed in recent years and how IT support professionals need to change their perspective to stay relevant. Q: Tell us about your early career in ITSM A: Prior to Atlassian, I worked in CRM for three and a half years, first at a […]

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Sid Suri of Atlassian explains the huge changes in ITSM he has witnessed in recent years and how IT support professionals need to change their perspective to stay relevant.

Q: Tell us about your early career in ITSM
A: Prior to Atlassian, I worked in CRM for three and a half years, first at a knowledge management startup that was acquired by Oracle, then at Salesforce.com doing marketing for Service Cloud.

Customer IT support has its unique challenges but has many similarities to ITSM; the primary one being a focus on solving the customer’s problems in an efficient manner. These last few years we’ve seen a further convergence in these two areas as ITSM has stepped up its game on customer experience. Employees, especially the younger generation, will no longer put up with a clunky, outdated solution inside the workplace. ITSM tools are becoming more like their customer support counterparts and focusing more on the user experience.

The gig economy or, essentially, employees as contractors; globalisation and remote workers; and partners further blur the line between internal and external support. Many ITSM vendors including Atlassian now also offer customer support solutions or have customers who use their products in both areas. So three years ago, when Atlassian was looking to bring on a senior marketing leader to run the JIRA Service Desk and IT practice, it was a good fit with my background and interests. I believe there’s huge potential for us in this market as more and more customers opt for an elegant, easier to use, and cost-effective solution to solve their basic ITSM challenges.

What part has SITS played in shaping your journey through the industry?
SITS is valuable in helping me keep track of industry trends and the competition. The sessions are a great way to keep a pulse on where the conversation is, what challenges customers struggling with, and what’s top of mind for them. The show floor demos and vendor announcements are a great way to keep up with what the competition. If a vendor chooses to announce a certain feature or new module at the show there’s a reason for that. It gives you insight into their roadmap and priorities.

What trends do you think service management and IT support should be investigating now?
Automation and machine learning will continue to become a bigger part of our lives and especially in IT. No IT professional wants to spend their day doing password resets or even simple tasks like provisioning access to a database or ordering new hardware. Every minute spent on a low-value task is time not spent on collaborating with your business partners, investigating new technology solutions, or getting the next promised service out on time. With Machine Learning (ML) this goes a step further. ML is primarily confined to consumer tech right now but as it becomes a bigger part of how we interact with technology, the scope of what kinds of tasks can be automated will continue to increase. Rather than be threatened IT needs to embrace this changing role and position themselves to excel at higher value tasks like selecting the right piece of technology their marketing department needs. The kind of tasks that leverages their technology expertise and knowledge of the business.
What one tip would you offer to IT service and support professionals to drive their IT services forward?
Think like a product manager or entrepreneur. IT is a product like no other. What was once a monopoly is no longer. With cloud and the emergence of shadow IT, the threat of bypassing IT very real. Every product manager and entrepreneur knows if they don’t provide a great product or service that is focused on filling the customer’s needs and giving them a delightful experience they will leave you and that reality is it’s no different than IT. IT needs to take a customer-centric approach to how they prioritise, build, and roll out new services to the organisation. That’s a new mindset for IT and will require not just a new way of thinking, it will take new processes, and new skill sets they need to hire for.

Sid Suri is head of IT solutions for Atlassian.
Atlassian will be showcasing its latest solutions at SITS17, stand 200.

/twitter.com/sidsuri

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