• View Tuesday’s Keynotes
• View Wednesday’s Keynotes

Can social media change the way we interact with customers and deliver support, or is it just an over-hyped distraction for front-line staff? Richard Edwards of Ovum details exactly where social tools will fit into your business and why we should embrace rather than fear the opportunity presented by the channel.

• Uncover how social media can enhance continuous service improvement.
• Discover why you should use online communities to talk to customers.
• Learn how and why to encourage your staff towards the effective use of social media.

Recession has a significant effect on what people value. In this keynote session, Jennifer Macniven will explain how leaders can rebuild morale by overhauling the way they motivate the right behaviours and incentivise staff.

• Learn how to adopt the traits of great leaders during adversity.
• Practical tips for understanding what drives people and how to motivate them.
• Leave with a renewed sense of how you can radically change working conditions by making subtle changes.

Software-as-a-Service (SaaS) is gaining notable momentum within the realm of ITSM software with many vendors offering some form of SaaS solution whether alongside their on-premise software or via sole SaaS offerings. The decision to switch should not be automatic and in this session, a broad cross-section of industry experts will debate the issues to help you decide what is best for your service desk.

• Understand how SaaS can drive down costs while improving flexibility.
• Learn why some businesses should opt for on-premise while others should opt for hybrid deployments.
• Hear from and interact with a diverse and engaging group of speakers to take away practical advice.

Ovum considers that the role of IT will change within the enterprise and a combination of ITSM and business service management (BSM) will be the approaches used to facilitate this change. Organisations need to understand the role that IT and technology will play in running successful companies in an increasingly price competitive global market.

• Learn when to converge activities – and when to separate others.
• Understand why a long-term, service lifecycle approach is now crucial.
• Uncover why business performance and effective IT are now intrinsically linked and how to take advantage of the opportunity.

Noel Bruton believes we can no longer have time to debate whether to support user-owned technology. In this session he explains why we must embrace the inevitability of dispersed IT ownership, what services we should offer and how we create them.

• How to redesign your support procedures to accommodate user tech.
• Uncover staffing in the new world: why a cultural shift needs a cultural response.
• Understand the inadequacies of the service catalogue concept.

ITIL has long espoused the need for IT-to-business alignment. Today more than ever, the pressure to deliver more for less is at its highest. From innovation through to delivering business value, get involved with this crucial discussion and hear from the panel of experts how to harness best practice.

• How best practice can help IT become better aligned and more relevant.
• Get to grips with trusted methods for proving value to the business.
• How to correctly report and span departments to drive positive results.