ServiceDeskShow http://www.servicedeskshow.com Thu, 28 Apr 2016 09:36:40 +0000 en-US hourly 1 When selecting ITSM tools choose the ‘why’ over ‘what’ http://www.servicedeskshow.com/event-press/blog/selecting-itsm-tools-choose/ http://www.servicedeskshow.com/event-press/blog/selecting-itsm-tools-choose/#respond Tue, 26 Apr 2016 16:01:54 +0000 http://www.servicedeskshow.com/?p=9774 When it comes to selecting ITSM tools, you should be focused on the “why” over the “what” and “how.” The ITSSM market as defined by Gartner is HOT right now, and for some very good reasons: Requirements for IT transparency and governance Need for increased speed of change and focus on value streams Improvements in […]

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When it comes to selecting ITSM tools, you should be focused on the “why” over the “what” and “how.” The ITSSM market as defined by Gartner is HOT right now, and for some very good reasons:

  • Requirements for IT transparency and governance
  • Need for increased speed of change and focus on value streams
  • Improvements in the way IT participates in the corporate digital-transformation strategy

As a leader in Gartner’s MQ (Magic Quadrant) and labeled “Visionary”, LANDESK is frequently invited to participate in companies’ request for information (RFI) and request for proposal (RFP) processes for ITSM tools. Over the past few years, it has become common place for organizations to use a standard template for the RFPs. Requirements that used to be differentiators between vendors have become table stakes for any of the vendors in the MQ, Forrester Wave, ITSM Review, and other analyst assessment portfolios.

If you fire off your RFP to any of these vendors, you’re guaranteed to get it returned riddled with out–of-the–box (OOTB) features. In other words, the functionality you are looking for around Incident Management, Change Management, Release or Self-Service is designed and built into the product.

The reality is you no longer need to ask these vendors: “Does your software support ITIL process? Does your software support Mobile ITSM? Does your software offer easy configuration?” All vendors are going to answer yes.

So how do you find ITSM tools that are going to fit your needs?  

First, as with any software vendor, view it as a partnership. Where is your organization heading? What are your goals and objectives for IT? How does improved automation and management help you reach those goals?

Once, you have a clear picture of where you want to go, then you can start to evaluate if the vendor makes a suitable partner. If one of your objectives is to help you pass audits and improve compliance, then look for a vendor whose purpose of being in business aligns with that goal. Do they have clear focus and vision for asset and security management?

Understanding WHY they are in business tells you that this company is going to be focused on those things. As we know, no vendor is going to be perfect, but the ones that are focused on improving in the direction we are going make for great partners.

Before you even start to list your requirements, you can short list the vendors you are going to be good candidates for your ITSM journey, simply by looking at WHY they are in the market.

Did they start with being a help desk solution and are trying to expand into ITSM? If so WHY? Was it to help improve asset and configuration management through change automation?

Are they focused on IT and ITSM, or are they a platform focused on offering capabilities around ITSM as just a part of an overall technology strategy? If not WHY? Have they exhausted all the ITSM automation capabilities, or are they responding to investor pressures to service outside of IT for licensing growth?

Are they advancing their product strategy in both architecture and delivery, offering on premise as well as SaaS/Cloud capabilities though modern responsive design? If so WHY? Is it to make software licensing and the user experience easier?

So is LANDESK Service Desk the best ITSM tool in the industry? We will most likely meet your ITSM short-list vendor requirements, that’s for sure. But is LANDESK right for you? Well that really depends on your goals and whether we would be a great partner in the journey together.

What I can tell you is that more and more companies are choosing LANDESK for their service desk and ITSM tool selection.

Let’s then take a look at WHY companies choose LANDESK Service Desk. We’ll start the countdown and cover

5 reasons LANDESK makes the short-list for ITSM tool selection. 

So what’s the WHY for LANDESK?

The reason WHY LANDESK exists is to make the job of IT professionals easier by eliminating physical tasks. Whether it’s unifying the administration and management of end-points in the environment(UEM Suite), inventorying software and hardware (ITAM Suite), identifying and mitigating risk and security weaknesses (InfoSec Suite), or automating the assignment, notification, or execution of IT change, support and management activities (ITSM Suite), LANDESK is focused on bringing digital transformation solutions for IT Operations challenges.

5) Tool Kit not Ticket System

LANDESK Service Desk has always been focused on automating business processes. With growing worldwide adoption of ITIL, LANDESK was one of the first to offer out-of-the-box ITIL workflows to ease the adoption of processes into the organization. Instead of building, yet another forms-based ticketing system, the technology was engineered around business objects. Business objects that can be configured into a system of record, easily dragged into place to create views into data capture, presentation and actions.

In other words, think Legos not Matchbox. While you can build a car, if you need to morph it into the Millennium Falcon, you have the tools to do that. Most organizations are not ready to be flying through asteroid fields at hyperdrive… but want a product that can handle it when they are ready.

4) Built around Process not Forms

Since its origin, LANDESK Service Desk has been about automating process, not providing data entry forms. So unlike any other product on the market, its state-based workflow engine, not a forms-based workflow engine, provides a visual workflow designer as the core of the application module configurations. What’s the difference? The views, fields, and actions are all based on the status and outcomes of the process interaction.

This provides more decision making capability at a granular level. Process engineers and business analysts love the flexibility, though system administrators sometimes struggle with the concepts of design. If you are looking to create “sexy” web forms, then LANDESK will be a struggle for you. Want to create killer automation of your ITIL, COBIT and PMI processes, then LANDESK is a fit.

3) Modern & Flexible

As discussed previously, when selecting a partner, you want to make sure they have a shared vision. Our vision is focused on creating innovative solutions to physical limitations that are affecting modern IT professionals. Thus, our releases address current needs such as mobile knowledge management where users can simply take a picture of an error message and it automatically translates it, searches knowledge and opens an incident ticket. We call this ITSM innovation SnapIT and it’s just a small part of our overall commitment to an amazing digital user experience with HTML5 responsive design user interfaces.

We also recognize IT professionals need choice in how their ITSM Suite is deployed. Thus we offer and support both on premise and SaaS solutions. Both offerings are designed to easily integrate with existing tools through web services and event management services. This flexibility makes the implementation time to value short, providing benefits quickly and allowing growth plan of maturity.

2) Integrated into I&O functions

Ah yes… the infamous “Right Click” functionality. ITSM tools selection committees love this about LANDESK. Throughout our product suites, we are constantly thinking about how to leverage our product strengths to make life easier for users. For instance, on a request screen, you can easily see all the assets associated to the end user making the inquiry. You can then in real-time pull up current inventory, remote control, scan for security issues, push software changes, etc… We love it when prospects say: “It would be great if you could do …” most of the time we can. That is because we constantly thinking about how to integrate our ITSM capabilities across the infrastructure and operation lifecycles.

ITSM Support for Asset

ITSM Support for Security

ITSM Support for Systems Management

1) We Exist to Help IT to do Less not More

This may sound counter intuitive, but many products in the ITSSM spaces are marketed as a platforms that allows you to do more. And trust me, they live up to their promise. More administration, more configuration, more time with support calls trying to get through failed upgrades because of the sprawled customization.

LANDESK is designing and building its products that allow IT people to do less. Less data entry, less system administration, less meetings reviewing workload, less phone calls between teams trying to find information. We want our customers to do less data chasing, and report generating, less support and request phone calls.

The role of ITSM professionals is changing. IT functions and services are becoming more distributed and more complex. IT professionals enabled with the capabilities of LANDESK Service Desk are empowered to do less IT minutiae and more value added business activities.

These are the reasons WHY LANDESK Service Desk is selected as the ITSM solution by thousands of customers.

So if our WHY matches your vision, come talk to us. We’d be happy to come talk to you about WHAT we do and HOW we do it.

Posted by Matt Hooper at LANDESK (stand 500)

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Service Desk meets SIAM http://www.servicedeskshow.com/event-press/blog/service-desk-meets-siam/ http://www.servicedeskshow.com/event-press/blog/service-desk-meets-siam/#respond Tue, 26 Apr 2016 11:45:07 +0000 http://www.servicedeskshow.com/?p=9771 Service Integration and Management, SIAM, has hold ITSM crowd’s attention for a couple of years now and it is beginning to establish itself. Yet, it seems that there are as many explanations as there are explainers. That’s why, I’m not going to try to explain what SIAM means and how it should be implemented. Instead, […]

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Service Integration and Management, SIAM, has hold ITSM crowd’s attention for a couple of years now and it is beginning to establish itself. Yet, it seems that there are as many explanations as there are explainers. That’s why, I’m not going to try to explain what SIAM means and how it should be implemented.

Instead, I will revisit the good old holy trinity – people, process and tools – from Service Desk’s point of view in the context of operating in SIAM model or multi-sourcing in general. Many of these points can be adapted to both service buyer organisation and to service provider or supplier. The biggest difference is that when you are operating with multiple parties, there will be a multiple number of “people-processes-tools” implementations.

Let’s start with a SIAM framework design. Many of these frameworks are very well defined on a high level. However, for Service Desk operations, interesting part is those small arrows going “out” from the framework.

They are quite often neglected by just saying “…then you just need to integrate”. Yet, reliable connections compose the foundation for a modern multi-provider/SIAM set-up and Service Desk operation with digitalized end-to-end ICT service processes.

So, how do people, process, and tools and SIAM sing-along?

People  

With or without SIAM, you will still need people. At the end of the day, it is still the people who run the processes and interact with end-users. By making right choices you can reduce dull and repeating tasks in your Service Desk function and save a lot of time and money. For the “people layer”, the goal should be ticket flow automation and better and real-time information available for Service Desk operators. Questions like “where’s my ticket?” or “what’s the status of my ticket” should never ever be asked again.

Process  

You need to define your operational model for ICT. Based on your processes, you need to define use cases which are the definition of how you want to collaborate with external parties. For instance, a use case could be: “incident is opened in Customer’s ITSM tool, escalated to a service provider and resolved in service provider’s tool”.

Bear in mind that you should own the vision of running your ICT operations. Present the use cases, not processes, to your service providers and ask them to adapt. Use cases define the conditions for interactions and it is essential that all parties in a service supply chain understand the critical touch points of their processes and their role in the use cases.

Neither party should be pushing their whole process model outside their organisation. It won’t work, since all implementations (process+tools) are uniquely designed for internal use only; they serve organisation’s internal business objectives and can seldom be adapted to external party’s objectives. Remember also to bring ITSM tool and process owners around the same table in order to draw out understandable use cases and to ensure that they follow the workflow in the ITSM tool on both sides.

Tools  

You will need it; in my opinion more than ever. ITSM tool is your control tower (you can compare it to Air Traffic Control) and it has to be implemented so that It runs YOUR processes. Many of your suppliers and your clients (if you’re a supplier) suggest or demand that you should use their ITSM tool, but don’t go down that road. You will lose control and transparency, and along the way, you will lose control. Losing control over the data and flexibility means that you will give up control of developing YOUR processes (and Tools) independently.

Bear in mind that modern utilization of an ITSM tool can be done so that you don’t have to actually participate in running support processes in your ITSM tool but you will get access to all data through real-time process integrations with your service providers. That approach enables you to keep your ITSM tool, your language, attribute namings etc. Keeping your own language makes your end-user support, SLA reporting etc. so much easier and smoother.

The thing is, that you cannot outsource responsibility, and that’s why you need to have control over outsourced services and transparency on them – you have to own the data. Your ITSM tool is your control point and assurance that you’re getting the service you’ve agreed upon.

People x Process x Tools x Integration. Impossible equation?  

Service Integration means that you will need those bloody integrations. You need to integrate your ITSM tools and processes with external parties. However, you and them have designed tools and processes for “internal use” only. And that is the root cause why these integrations fail. The other reason is that traditionally integrations are build as distributed model where everyone should customize and develop integration logic in their end.Integrating people, process and tools in a multi-sourced environment means a different language, different meanings, complex mappings, and even though it might sound complicated, that’s the way it should be.

If that’s the case, how to succeed? Well, same rules apply than in ITSM tool implementation: It should be iterative. And who has developed an ITSM tool for the scratch by coding lately? That said process and tooling tracks should be run simultaneously. The thing is, that you should be able to start by defining use cases with people, not setting up technology.

You should be able to create integrations with iterative methods in order to fail fast and gain fast results; and be able bring in multiple service providers simultaneously. You should aim to continuous improvement; you should continuously evaluate your working methods (use cases) with you service providers and customers and fine tune your processes and tools accordingly.

The end result should be a set-up where you can keep your own ITSM tool and develop your people, processes and tools independently, no matter if you’re a service buyer organisation or a service provider. It is your business, your support processes and your people making it happen.

Read more about how Service-Flow solution can help you at www.service-flow.com

Written by Service-Flow (stand 314)

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Breakfast briefing: How to shift from being an IT support provider to the organisational service broker http://www.servicedeskshow.com/event-press/blog/breakfast-briefing-shift-support-provider-organisational-service-broker/ http://www.servicedeskshow.com/event-press/blog/breakfast-briefing-shift-support-provider-organisational-service-broker/#respond Mon, 25 Apr 2016 13:37:32 +0000 http://www.servicedeskshow.com/?p=9769 Does customer-obsession drive your service management mindset? Learn why it should, and how you can be an IT champion for better customer satisfaction and highly efficient service delivery. Grab breakfast with industry experts Markos Symeonides, VP at Axios Systems, and David Wheable, VP at Forrester Research. They’ll discuss the global tech market outlook and reveal […]

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Does customer-obsession drive your service management mindset? Learn why it should, and how you can be an IT champion for better customer satisfaction and highly efficient service delivery.

Grab breakfast with industry experts Markos Symeonides, VP at Axios Systems, and David Wheable, VP at Forrester Research. They’ll discuss the global tech market outlook and reveal proven transformational service strategies, based on published Forrester research.

As an event exclusive, Axios will unveil new findings from research into the state of the ITSM market, including observations on IT maturity levels, budgets and regional differences.

The Axios research explores how the market is evolving from last year, when it emerged that nearly 40 percent of organizations with an I&O maturity level of 4 or 5 expected an IT budget increase, compared to just 8 percent of organizations at level 1.

Learn how you can allocate existing support to opportunities that demonstrate value to the business, while freeing time and talent for innovation. The presenters will explore different options that allow you to provision services more efficiently. One such strategy is a SaaS-based ITSM deployment, which helps address the “no CAPEX budget” problem while expediting better service delivery.

So, join us on Wednesday, June 8, from 8.15-9.45 am, in the Keynote Theatre. You’ll enjoy a delicious breakfast of pastries, bacon rolls, tea and coffee, and you’ll take home actionable insights for moving from an “IT” to a “Business Technology” agenda.

Learn more about our featured speakers:

Markos Symeonides, VP of Axios Systems

Markos Symeonides serves as Executive Vice President at Axios Systems. Since 1995, he has overseen business activity in North America, the Middle East and more recently the United Kingdom. He specialises in enterprise software sales, marketing management and IT Service Management.

David Wheable, VP of Forrester Research

David Wheable is a principal consultant within Forrester’s Infrastructure and Operations practice. He specialises in helping clients create effective and efficient strategies for their IT Service Management challenges including integrating cloud service, bring you own device (BYOD) and mobility.

Written by Axios Systems PLC (stand 302).

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Children’s Charity avoids a Downtime Nightmare http://www.servicedeskshow.com/event-press/blog/childrens-charity-avoids-downtime-nightmare/ http://www.servicedeskshow.com/event-press/blog/childrens-charity-avoids-downtime-nightmare/#respond Wed, 13 Apr 2016 12:48:07 +0000 http://www.servicedeskshow.com/?p=9738 Every business has its stakeholders, but a non-profit organisation has more than most. In addition to employees, investors, grant makers, and lenders, a charity also needs to answer to the local authority, beneficiaries, regulators, volunteers, supporters, and most vitally, service users and families. For this final group, it’s imperative that their access to the charity […]

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Every business has its stakeholders, but a non-profit organisation has more than most. In addition to employees, investors, grant makers, and lenders, a charity also needs to answer to the local authority, beneficiaries, regulators, volunteers, supporters, and most vitally, service users and families. For this final group, it’s imperative that their access to the charity is uninterrupted. It’s just one of the reasons why downtime is not an option.

4Children is a national non-profit organisation that offers vital support for children and their families. They work with a wide range of partners around the country to ensure children and families have access to the services and support they need in their communities. For example, their projects have improved access to flexible childcare, and Outreach Workers have helped mend fragmented families. The work they do is so important, downtime could have a massive negative impact on the lives of the service users – not just the organisation’s bottom line.

Preparation is the best form of Protection

Like any sensible organisation, 4Children knew they had to protect themselves by backing up their data. They used an archaic tape solution which had a costly third party Tape Rotation Service contract – expensive and ineffective – to protect 4.5TB of data. They had no Disaster Recovery plans or off-site replication capability, which put them at risk of severe downtime. Replacement servers can take days to arrive, data of that quantity will take another day to transfer and even then all settings, permissions and configurations are lost.

IT manager Richard Johnson was well aware of this system’s vulnerability. “We needed a good disaster recovery solution to ensure our business continuity plan could be carried out efficiently.”

There are many sources of downtime. The most common causes are actually human error and hard drive failures, but viruses are becoming increasingly aggressive and increasingly common. More than 80% of businesses in the UK experienced a breach of some sort during 2014.

Luckily, 4Children were in safe hands: they had an established partnership with Zed One, an expert Managed Service Provider (MSP). Zed One suggested a SIRIS 2, Datto’s Total Data Protection solution. “SIRIS met our requirements. I was particularly impressed with the virtualisation aspects and the speed with which we could spin up live machines when a problem occurred.”

Disaster Struck

The worst-case scenario happened in the summer of 2015. The Cryptolocker virus is a dangerous variant of ransomware which encrypts a systems files and data and then notifies the users that they need to pay a ransom to recover their data. If the business refuses to pay, the ransomed data is often lost for ever. The presence of Cryptolocker on a system can cause significant downtime. In 9 out of 10 cases, businesses pay up – but it’s not an easy decision to make. For a non-profit organisation, this is a painful way to spend funding.

“When we were infected,” said Richard, “our Datto system came into its own and ensured that we were able to clean up the infection and restore programs and data very quickly.”

This was possible because of Datto’s Instant VirtualisationTM and Hybrid Cloud technology. By creating an instant copy of all files from the local Datto device or Datto cloud you are able quickly restore critical business data to their original state. This allows an organisation to effectively restore data with minimal disruption to its staff and customers.

This was a massive relief for 4Children; even just an hour of downtime would have cost the business a staggering £14,423.07 on average, based on 1,200 employees.

Increased Efficiency

However, Business Continuity isn’t all about disasters. One of Datto’s main benefits is the simplicity of its interface, which enables IT Managers to do more, in less time.

“The flexibility of the Datto is also another great feature,” concluded Richard. “It allows us to mount a file restore instantly and also spin up a virtual copy of our servers for sandbox testing of patches before applying them in our production environment.”

“All these features combined with excellent level of service that Zed One provides to us are very reassuring. We know that we can quickly recover from anything, a server failure to a virus infection quickly and with minimal downtime.”

“Having that peace of mind is important as it allows us to continue in our day to day business operations knowing it is one less thing to worry about. Zed One provides us with an ongoing and high level of service and advice to underpin the capabilities of Datto that ensures we are always able to cope with whatever happens.”

Written by Zed One Technology (stand 224).

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Spotify confirmed for headline Keynote at SITS16 http://www.servicedeskshow.com/event-press/press-releases/spotify-confirmed-for-headline-keynote/ http://www.servicedeskshow.com/event-press/press-releases/spotify-confirmed-for-headline-keynote/#respond Thu, 31 Mar 2016 13:40:39 +0000 http://www.servicedeskshow.com/?p=9655 Rick Wacey and Daniel Vázquez, part of Spotify’s internal IT team, are to host a headline Keynote case study at SITS16 – The Service Desk & IT Support Show, taking place at Olympia London, on 8-9 June 2016. Spotify is one of the largest online music streaming companies in the world and they’ve been growing […]

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Rick Wacey and Daniel Vázquez, part of Spotify’s internal IT team, are to host a headline Keynote case study at SITS16 – The Service Desk & IT Support Show, taking place at Olympia London, on 8-9 June 2016.

Spotify is one of the largest online music streaming companies in the world and they’ve been growing extremely fast – “600% growth in three years” fast.  Last September, it was the highest new entrant in the prestigious CoolBrands Top 20 list, and only earlier this month the company’s CEO and founder Daniel Ek announced it now had 30 million paid Spotify subscribers (part of a total 75 million plus users).

IT support service owner Rick Wacey (who joined Spotify’s IT team in 2011 as its fourth technician, and is now responsible for upholding service levels within the IT support team) and IT technician Daniel Vázquez (who joined in 2014) will discuss the challenges and opportunities of supporting a company enjoying phenomenal ‘hypergrowth’.

We’re looking forward to giving SITS attendees an insight into how a large, global company, such as Spotify, can provide personal IT support to each and every employee,” says Rick Wacey.

Spotify_Logo_RGB_Green

Rick Wacey-Atlassian (Spotify)-08.06.16-KEYNOTE-11.30am

Rick Wacey

Daniel Vazquez-Atlassian (Spotify)-08.06.16-KEYNOTE-11.30am

Daniel Vázquez

The case study (kicking off at 11.30am on 8 June) will outline how Spotify’s IT support team went from managing requests by email to using Atlassian’s JIRA and JIRA Service Desk.  Takeaways include: how to scale service in a company with high growth and how to improve the face of IT.  Plus, visitors will also get tips on coping with increased demand from employees (while still providing great service), and how they can set up their own internal Genius Bar kiosk for IT issues.

Previously confirmed Keynote speakers (for the show’s two panel sessions) include Jon Buttriss, CEO of BCS; Steve Watt, CIO at University of St Andrews; Kaimar Karu, head of ITSM at Axelos; Adam Nash, EMEA sales manager at Webroot; Ian Aitchison ITSM and ITAM product director at LANDESK; and Roberto Casetta, international senior vice president & GM at HEAT Software.  For further information, please visit www.servicedeskshow.com/venue/keynote-theatre.

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.  Now in its 22nd year, SITS annually attracts over 4,000 ITSM and IT support professionals.

In addition to the Keynotes, SITS comprehensive free education programme includes over 40 CPD accredited seminars in four dedicated theatres (including an extra theatre for 2016 to increase capacity), in-depth roundtable discussions, and essential breakfast briefings.

To view the full seminar programme, please visit www.servicedeskshow.com/seminars.

Free registration now open

“Making time to go to SITS is one of the best decisions of the year – it puts the fun back into ITSM,” says Louise John, business officer at Essex Community Council.

For further information and to register, please visit www.servicedeskshow.com (direct link: http://bit.ly/1UW2oWv).

SITS16 attendees also benefit from free access to Infosecurity Europe 2016, co-located at Olympia.

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Media enquiries & press pass requests to:
Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134
e: ejones@divcom.co.uk
Twitter: www.twitter.com/DiversifiedUK
Website: www.divcom.co.uk

Exhibitor enquiries to:
Derek MacHale, Event Manager
t: +44 (0)1273 645153
e: dmachale@divcom.co.uk
Twitter: www.twitter.com/SITS_UK
Website: www.servicedeskshow.com

Notes:

Rick Wacey: http://www.servicedeskshow.com/wp-content/uploads/Rick-Wacey-Atlassian-Spotify-08.06.16-KEYNOTE-11.30am.png
Daniel Vázquez: http://www.servicedeskshow.com/wp-content/uploads/Daniel-Vazquez-Atlassian-Spotify-08.06.16-KEYNOTE-11.30am.png 
Spotify logo: http://www.servicedeskshow.com/wp-content/uploads/Spotify_Logo_RGB_Green.png
SITS logo: http://www.servicedeskshow.com/wp-content/uploads/SITS16_master_logo_300dpi.jpg

High res show photos are 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; office*; Casual Dining; lunch!; Commercial Kitchen; Natural & Organic Products Europe; Nordic Organic Food Fair and Natural Products Scandinavia in Malmö, Sweden; camexpo; Natural Products News; Natural Beauty News; Geo Business; Ocean Business; MARELEC Marine Electromagnetics conference; Euro Bus Expo; Coach & Bus Live; 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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Service Desk & IT support community prepares for SITS16 http://www.servicedeskshow.com/event-press/press-releases/service-desk-support-community-prepares-sits16/ http://www.servicedeskshow.com/event-press/press-releases/service-desk-support-community-prepares-sits16/#respond Mon, 14 Mar 2016 17:17:48 +0000 http://www.servicedeskshow.com/?p=9535 With visitor registrations already tracking ahead of last year, SITS16 – The Service Desk & IT Support Show, is preparing for its “most exciting edition to date”, says event organiser Diversified Communications UK. The annual go-to show for the UK’s ITSM and service desk communities to keep up-to-date with the latest tools, technology and trends, […]

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With visitor registrations already tracking ahead of last year, SITS16 – The Service Desk & IT Support Show, is preparing for its “most exciting edition to date”, says event organiser Diversified Communications UK.

The annual go-to show for the UK’s ITSM and service desk communities to keep up-to-date with the latest tools, technology and trends, SITS returns to Olympia London on Wednesday and Thursday, 8-9 June.

The 2016 show will feature over 80 leading specialist vendors, integrators, consultancies and service providers, plus 55 expert speakers.  Over 4,000 IT professionals are expected to attend.

John Lewis, Travelodge, Virgin Care, McLaren, Waitrose, Lloyds, Pfizer, Net A Porter, Dunelm, Virgin Money, Paddy Power, Ford, British Gas, Sun Life, EAT, AXA, BBC Worldwide, Santander, RCL Cruises, Deloitte, BA, Virgin, Lidl, McLaren, Unilever, Go Compare, Liberty, McDonalds, and Wipro are just some of the companies sending representatives.  Local governments and NHS Trusts will also be well-represented.

“The businesses I want to see are all here, and the face to face conversation and education really help in our decision making.  I will definitely be back for 2016,” says Rashmi Philip, developer at Bank of England.

“You won’t find a more welcoming atmosphere anywhere else.  SITS is the number one event for connecting with peers from around the world, and expanding your network,” says Tobias Nyberg, process owner of IT service management at Handelsbanken, Sweden.

“What I like about SITS, besides all the merchandise you get to bring back to your team, is the interactive discussions with our industry leaders and game changers.  You get to talk with internationally-renowned vendors, as well as up and coming suppliers who are changing the way you’ll view the tools you use.  It’s also a great way to network with peers and see how well you are actually doing.  You’re going to get something out of this show, whether that’s a new tool, new contacts, or the satisfaction that your team is up there with some of the leading Service Desks,” says Fiona Murphy, service desk senior manager at Sun Life Financial.

“Attending SITS is the best you can do if you want to keep up-to-date with the latest products and services and to stay ahead of the game in all aspects of IT service management and service delivery,” says Georgios Mavridis, IT service desk supervisor at University of Westminster.

 

Over 80 innovative exhibitors

From self-service IT portals to live chat software to transformational service management tools – over 250 products and services will be on show at SITS16.

New additions to the line-up include TeamUltra, BCS, Nanoheal, Splunk, Sumerian, Resolve Systems, Webroot, Focus Group, Syniad, Lakeside Software, Snow Software, The Open Group, CIHS Training, ITIL Solutions, Squirro, and Devoteam.

Whilst returning brands include House-on-the-Hill Software, Freshservice, Kaseya, ManageEngine, Matrix42, Service Desk Institute, Zendesk, Bomgar, Atlassian, Axios Systems, and xMatters.

 

Keynotes, panel debates & seminars

Running throughout the two day show, SITS’ free conference programme is renowned for attracting big names from across the industry.  And this year is no exception – with experts from BCS, Webroot, LANDESK, HEAT Software, and Axelos now confirmed for the Keynote Theatre.

The full seminar line-up, including over 40 seminars in four dedicated theatres (the show boasts an extra theatre for 2016 to increase capacity), is available to view and pre-book now.  All SITS seminars are CPD accredited, with each session equivalent to one CPD hour.

“This year’s event will feature world class sessions and speakers, from big international names like Skyscanner, Tesco, Warburtons, Swisscom, Grant’s Whisky, Oxford University and Standard Life,” says event manager Derek MacHale.  “Plus, of course we are delighted to welcome back some of the leading vendors in the business – such as Hewlett Packard, Cherwell Software, TOPdesk, Alemba, LANDESK, HEAT Software, Hornbill and ServiceNow.  Put that all together and you have what promises to be the most exciting edition of SITS to date!”

Seminar highlights include:

  • How Skyscanner’s service desk keeps the skies clear of bugs: Michael Hall , Skyscanner
  • From chaos to consolidation at University of Oxford: Ian Teasdale, University of Oxford
  • Rekindling the relationship between business and service desk: Simon Kent, Sollertis
  • Can your service desk survive a zombie apocalypse? Matthew Burrows, BSMimpact
  • Tesco – How innovative IT support leads to positive customer experience: Robert Ainscough, Tesco
  • The ITSM Spirit – The global expansion of William Grant and Sons: Janet Moss, William Grant & Sons
  • Guerrilla marketing your service desk: Caroline Clark & Sarah Khogyani, Atlassian

“In our session, Laura Haines (senior project manager) and I are going to talk through what we have tried at Skyscanner to remove the friction between bugs being reported and developers being able to fix those bugs.  All with the aim of building the best, most reliable products possible for our users.  We’ll also go through how we set up our (JIRA) service desk, so the right data gets to the right people as fast as possible,” says Michael Hall, ‎Business Tools Squad Lead at Skyscanner.

“This year at SITS, I’m looking forward to hearing some great talks from people working in ITSM, as we all figure out how to take on new problems and deliver an incredible service both internally and externally,” he says.

“The SITS show provides an excellent opportunity to network with colleagues, chat to suppliers, hear about industry trends and pick up some inspiration to take back to the workplace,” says Ian Teasdale, service desk manager at University of Oxford.  “I’ll be sharing experiences from the University of Oxford after implementing formal ITIL processes and a new service management toolset to underpin them; what worked well, what we’d do differently and highlight the value of a cup cake,” he says

“All the ITSM tools and community come together for one-time-only each year: SITS.  You go into the hall and there is the marketplace in one hit.  Plus you have the free education programme, which is gets better every year, and the end result is high value for the vendors and high value for the visitors,” says regular speaker Simon Kent, chief innovation officer at Sollertis.

To view the programme, please visit www.servicedeskshow.com/seminars.  Tickets are available to pre-book (£6 per session), or collect at the show free of charge (a limited number will be available from 9.30am on each day, on a first come basis from the Seminar Registration Desk).

 

Save the date

“Making time to go to SITS is one of the best decisions of the year – it puts the fun back into ITSM,” says Louise John, business officer at Essex Community Council.

For further information, to register for a free visitor pass and pre-book conference sessions, please visit www.servicedeskshow.com and quote priority code SDS105 (alternatively, use the direct link: https://registration.n200.com/survey/10j4qdobpcpng?actioncode=SDS105).

SITS16 attendees also benefit from free access to Infosecurity Europe 2016, co-located at Olympia.

###

 

Media enquiries & press pass requests to:
Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134
e: ejones@divcom.co.uk
Twitter: www.twitter.com/DiversifiedUK
Website: www.divcom.co.uk

Exhibitor enquiries to:
Derek MacHale, Event Manager
t: +44 (0)1273 645153
e: dmachale@divcom.co.uk
Twitter: www.twitter.com/SITS_UK
Website: www.servicedeskshow.com 

Notes:

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; office*; Casual Dining; lunch!; Commercial Kitchen; Natural & Organic Products Europe; Nordic Organic Food Fair and Natural Products Scandinavia in Malmö, Sweden; camexpo; Natural Products magazine; Natural Beauty News; Geo Business; Ocean Business (including Offshore Survey Conference & Ocean Careers); MARELEC Marine Electromagnetics conference; Euro Bus Expo; Coach & Bus Live; 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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“It just gets better every year!” – IT support community gives their verdict on SITS15 http://www.servicedeskshow.com/event-press/blog/it-just-gets-better-every-year-it-support-community-gives-their-verdict-on-sits15/ http://www.servicedeskshow.com/event-press/blog/it-just-gets-better-every-year-it-support-community-gives-their-verdict-on-sits15/#respond Wed, 03 Feb 2016 13:54:39 +0000 http://www.servicedeskshow.com/?p=9251 SITS – The Service Desk and IT Support Show is the annual go to event for thousands of IT and ITSM professionals. This year’s show attracted over 3,363 unique visitors at its new venue, Olympia, London on 3-4 June. The show received glowing testimonials from across the IT support community. Informative, fundamental, useful and excellent […]

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SITS – The Service Desk and IT Support Show is the annual go to event for thousands of IT and ITSM professionals. This year’s show attracted over 3,363 unique visitors at its new venue, Olympia, London on 3-4 June.

The show received glowing testimonials from across the IT support community. Informative, fundamental, useful and excellent – is the positive verdict shared by many visitors, looking to source the latest technology-enabled business solutions.

“I visit every year. It helps me to see what’s out there and compare products and services in one place. Speaking to suppliers face to face saves time, and allows you to pick up new ideas in different areas. I come to see existing suppliers and new developments, and today have come away with new ideas and new ways of doing things. The breakfast briefing was great, and the speakers have been extremely informative,” says Ian Steeve, transition manager from Mace.

“SITS enables you to get ahead of the game. It provides a one stop shop for seeing what the current trend is within service management that can easily be lost,” says Bhav Makwana, service delivery manager at Telegraph Media Group.

“We’re going through a tool replacement process at the moment, and this visit has clarified our shortlist of suppliers. All the business I wanted to see are here under one roof, and the face to face conversations and education has really helped in our decision making, as it’s been great to see solutions we have not even considered before. I will definitely be back next year,” says Rashni Philips, system analyst at Bank of England.

“It’s my first visit and now I’m ready to discuss and implement new ideas into the service desk. The key thing for me is getting real feedback and experiences from other visitors and users. I’d definitely visit again and recommend others do too” says Lorna Jackson, service delivery manager at The TSP Group.

“Attending SITS and meeting key vendors clears ‘the fog’ when evaluating new and potential products for your organisation,” says Gareth Summers, business application manager at The Guardian.

“I’ve come from Wales, and I’ve found discoveries and existing service supplier developments, so it’s definitely been worthwhile,” says Mark Melson, head of service delivery at Gala Technology.

“Attending SITS is the best you can do if you want to keep up to date with the latest products and services and to stay ahead of the game in all aspects of IT service management and service delivery,” says Georgios Mavridis, IT service desk supervisor at University of Westminster.

“You won’t find a more welcoming atmosphere anywhere else. SITS is the number one event for connecting with peers from around the world, and expanding your network,” says Tobias Nyberg, process owner of IT service management at Handelsbanken.

“Making time to go to SITS is one of the best decisions of the year – it puts the fun back into ITSM,” says Louise John, business officer at Essex Community Council.

Belinda McKenna, service desk manager at Kingston University added “it just gets better every year!”


“One of the most significant IT service management events each year”

With momentum building for the next edition in June 2016, 74% of exhibition space has sold out so far.

“This year we expanded our activity around the show and it really paid off, we had great insights and conversations off the back of the hot topic round tables, women in the IT panel discussion, and our sponsored presentations. We’ve already booked a stand for SITS16, because we know it is a show we can rely on to deliver quality interactions,” says Marcelina Cegielska from TOPdesk UK.

“It’s been a fantastic show! The level of visitors we’ve had has been excellent. We’ve even had queues of visitors waiting to speak to us,” says Paul Walker, director at WM Promus – HP Partner.

“This year’s event at Olympia delivered a high quality audience, and we had numerous excellent conversations. We are already looking forward to returning in 2016,” says Stuart Power, UK sales manager at Matrix42.

“As an exhibitor, the experience was great. Our booth, which was right in the middle of the hall, was almost always filled with ITSM professionals, including IT technicians, risk managers, directors and CEOs. We had engaging conversations with our very own customers too, for the end-user experience is the catalyst,” says Anjanaa Santhanam from ManageEngine – A Division of Zoho Corp.

“This was our first SITS as HEAT Software, since the FrontRange and Lumension merger, and it did not disappoint. There was a brilliant atmosphere, matched only by the quality of attendees. Our demo stations were packed throughout the event, with lots of positive feedback from customers and visitors alike regarding our user friendly interface, self-service portal and mobile management,” says Roberto Casetta, SVP & GM at Heat Software.

SITS – The Service Desk & IT Support Show will return to Olympia, London, on 8-9 June 2016. To register for a free ticket, please visit www.registration.n200.com/survey/10j4qdobpcpng

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Stuart Rance named SITS15 ITSM Contributor of the Year http://www.servicedeskshow.com/event-press/blog/stuart-rance-named-sits15-itsm-contributor-of-the-year/ http://www.servicedeskshow.com/event-press/blog/stuart-rance-named-sits15-itsm-contributor-of-the-year/#respond Fri, 05 Jun 2015 09:16:20 +0000 http://www.itsmshow.com/?p=8421 Now in its second year, the SITS ITSM Contributor of the Year award received a record number of nominations. However, one serial nominee stood out from the crowd. Stuart Rance, the clear winner for this year’s award, has contributed to the industry in many forms for best part of three decades.  In recent years, Stuart […]

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Now in its second year, the SITS ITSM Contributor of the Year award received a record number of nominations. However, one serial nominee stood out from the crowd.

Stuart Rance, the clear winner for this year’s award, has contributed to the industry in many forms for best part of three decades.  In recent years, Stuart renounced his long standing consulting role at HP in order to launch his own consulting business ‘Optimal Service Management’.  Since launching his independent consultancy, Stuart has spoken at a wide range of international events and authored an impressive portfolio of industry whitepapers and educational content.  Stuart also provides frequent and sage advice to other IT professionals on interment forums and social media.

SITS15 Event Manager Toby Moore says: “Having known Stuart for some time now and witnessed his contributions first hand, I was delighted to see such huge amount of admiration and support for his work through his many nominations.

Stuart was presented with his award on the opening day of SITS, following his presentation ‘Putting people before technology and process’ in seminar theatre 3.

What do Stuart’s peers say about him?

“Stuart’s presentations at conferences around the world are not to be missed. His delivery, whilst informative and often ground breaking – is always fun as well,” says Karen Ferris, Macanta Consulting.

“ITSM Contributor of year, this has to be Stuart Rance!” says James Finnister, TCS.

“Stuart has so much knowledge and wisdom, which he always shares. I have never met a more humble person or a person that has given me better advice!” says Sofi Fahlberg, itSMF Norway.

“Whenever I have a question about ITSM or I’m looking for an opinion on something happening in the industry, Stuart is always the first person I think to contact. Without him the ITSM industry would have a big gap,” says Sophie Danby, SysAid.

Further details will be released in SITS’ post show report.

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SITS15: Opening day photo gallery http://www.servicedeskshow.com/event-press/blog/sits15-opening-day-photo-gallery-2/ http://www.servicedeskshow.com/event-press/blog/sits15-opening-day-photo-gallery-2/#respond Wed, 03 Jun 2015 17:08:45 +0000 http://www.itsmshow.com/?p=8461 The post SITS15: Opening day photo gallery appeared first on ServiceDeskShow.

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SITS15 – The IT Service Management Show opens at London’s Olympia tomorrow http://www.servicedeskshow.com/event-press/press-releases/sits15-the-it-service-management-show-opens-at-londons-olympia-tomorrow/ http://www.servicedeskshow.com/event-press/press-releases/sits15-the-it-service-management-show-opens-at-londons-olympia-tomorrow/#respond Tue, 02 Jun 2015 07:07:54 +0000 http://www.itsmshow.com/?p=8417 SITS15 – The UK’s leading IT Service Management Show, opens for business at 9.30am tomorrow at the new venue of Olympia London. The annual go-to show for keeping up-to-date with the latest tools, technology and trends of this rapidly evolving industry, the two day exhibition and conference (Wednesday and Thursday, 3-4 June) is set to […]

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SITS15 – The UK’s leading IT Service Management Show, opens for business at 9.30am tomorrow at the new venue of Olympia London.

The annual go-to show for keeping up-to-date with the latest tools, technology and trends of this rapidly evolving industry, the two day exhibition and conference (Wednesday and Thursday, 3-4 June) is set to welcome over 4,000 IT professionals from across the UK’s ITSM and service desk communities.

Visitors to SITS15 will benefit from seeing the latest innovations from some of this industry’s leading specialist vendors, integrators, consultancies and service providers, plus enjoy exclusive Keynotes, briefings, and seminars hosted by ITSM thought leaders from around the world.

SITS’s much-anticipated Breakfast Briefings, which kick off at 8.45am on both days of the show (entry from 8.15am), provide an unrivalled opportunity to discover the latest research and ideas on service delivery and enterprise service management (panellists include Jarod Greene and Tony Probert from Cherwell Software, Charles Araujo, and the SDI’s Karen Taylor on day one, and Brian Hendry (Axios Systems), Stephen Mann, Rebecca Beach, and the Scottish Government’s head of IT support services Graham Mitchell on day two).

The show’s 80+ exhibiting companies this year, include big name brands such as HP, Dell Software, Atlassian, BMC, Cherwell Software, Zendesk, LANDesk, Citrix, TOPdesk, and Knowledge Secure Systems (FastPass’ UK partner).  Whilst AXELOS Global Best Practice, which owns the intellectual property of ITIL and other Best Practice products, is returning as headline sponsor of the show’s ‘hang out’ seating area.

“I attend lot of ITSM events around the world and SITS is truly unique,” says Ian Aitchison, ITSM product director at LANDesk.  “It’s the only event where the show floor and exhibition is the centrepiece.  It’s a true vendor showcase; only at SITS will you see 100 people watching a stand presentation.  Other conferences are more presentation-led, and while SITS has all the seminar and thought-leadership content you would want, the heart of the event is still the exhibition, and that almost fairground-like energy it offers.”

“All the ITSM tools and community come together for one-time-only each year: SITS.  You go into the hall and there is the marketplace in one hit.  Plus you have the free education programme, which gets better every year, and the end result is high value for the vendors and high value for the visitors,” says Simon Kent, chief innovation officer at Sollertis.

“Simply put, SITS is one of the best industry events around, the interaction and energy are great,” says David Wheable, vice president and principal consultant at Forrester.

Key insights and hot topics for 2015

For 2015, there’ll be exclusive Keynotes, seminars and case studies from Forrester, itSMF, BCS, Service Desk Institute, Daily Telegraph, Macmillan Cancer Support, Essex County Council and more.  This year’s event will also bring a renewed focus on understanding the true value of front-line service desk staff, with ‘people’ centred seminars discussing everything from ITSM training and gamification to delivering a great customer experience.  Highlights include:

– Putting people before technology and process: Stuart Rance, Optimal Service Management
– Getting value and ROI from ITSM training: Paul Wilkinson, GamingWorks
– Next-generation IT service skills: Duncan Watkins, Corporate Executive Board
– How to promote gamification within the business: Suresh GP, Taub Solutions
– Perfecting the service desk personality mix: Ian Connelly and Gregory Baylis-Hall, BCS – Service Management Specialist Group
– Are you delivering a service or an experience? David Wright, SDI
– The four P’s of ITSM: People, People, People and People: Peter Hubbard, Pink Elephant
– Re-invigorating a tired service desk: John Fahey, STI Training

Visitors arriving at Olympia for show open (9.30am) will also benefit from first pick of this year’s Hot Topic Roundtable Discussions (sponsored by TOPdesk).  A central hub for sharing experiences and expertise between industry peers, it features expert facilitators leading topical discussions on a host of subjects from DevOps to self-service, from ITIL to cloud migration.

To view the full education programme, which includes six Keynotes and 36 seminars (in three dedicated theatres), please visit www.itsmshow.com/seminars.  Tickets are available to pre-book (£6 per session), or collect at the show free of charge (a limited number will be available from 9.30am on the day, on a first come basis from the Seminar Registration Desk).

Women in IT Week: 1-5 June

To celebrate Women in IT Week – a new initiative aimed at inspiring more women to pursue careers in IT, the first day of the show will feature an essential keynote panel discussion on the importance of championing ‘equality in the IT workplace’.  Chaired by internationally-renowned IT trainer, Karen Ferris – who received a Lifetime Achievement Award from itSMF Australia last year, the session will be followed by a networking drinks reception (from 1.45pm, on 3 June).

To read the latest Women in IT Week blogs, written by inspiring female leaders within the IT community, please visit www.servicedesk360.com/category/women-in-it.

Register free in advance

Free registration for this year’s show closes at midnight tonight, after which a £35 door charge may apply.  Advance registration will also ensure free access to Infosecurity Europe 2015, co-located at Olympia.

To register for a free visitor pass and pre-book conference sessions, please visit www.ITSMShow.com and quote priority code 105SITS (direct link: www.eventdata.co.uk/Visitor/SITS.aspx?TrackingCode=105SITS).

The SITS15 web app is available to download at http://eventmobi.com/sits15.

###

 

Media enquiries & press pass requests to:
Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134
e: ejones@divcom.co.uk
Twitter: www.twitter.com/DiversifiedUK
Website: www.divcom.co.uk

Exhibitor enquiries to:
Toby Moore, Event Manager
t: +44 (0)1273 645153
e: tmoore@divcom.co.uk
Twitter: www.twitter.com/SITS_UK
Website: www.ITSMShow.com

Notes:

SITS was shortlisted for Best UK Trade Show Exhibition (under 2,000m2) at the Association of Event Organisers (AEO) Excellence Awards in 2012.

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, Leamington Spa, and Nailsworth, Glos.  Diversified UK’s portfolio includes SITS – The IT Service Management Show; office*; Casual Dining; lunch!; Natural & Organic Products Europe; Nordic Organic Food Fair and Natural Products Scandinavia in Malmö, Sweden; camexpo; Natural Products magazine; the Natural Beauty Yearbook; Geo Business; Ocean Business (including Offshore Survey Conference & Ocean Careers); MARELEC Marine Electromagnetics conference; Euro Bus Expo; Coach and Bus Live; 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, eMedia, 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 800 staff, with divisions in the Eastern United States, Australia, Canada, Hong Kong, India, Thailand and the United Kingdom.  For more information, visit: www.divcom.com

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