Keynotes, Breakfast Briefings, Executive Workshops & Panel Discussions

Click on the title for further information on each session.

All delegates to the Breakfast Briefings will receive complimentary snacks & refreshments.

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Tuesday 27 April

08.30	BREAKFAST BRIEFING Mind the Gap - Does your Service Desk Deliver what the Business Really Needs? Following a survey of CIO’s and Service Desk/IT Managers, be the first to hear the results of this vital survey. Join the panel to discover what can be done to bridge the gap between business and IT. BOOK YOUR PLACE HERE
10.45	KEYNOTE The Power of Problem Management This highly motivational keynote explores the dynamics of Problem Management and why it should be an essential component of the corporate culture. A real-life case study will demonstrate the power of Problem Management for increasing corporate profitability. Ken Goff, Principal Lecturer, KGM
12.15	PANEL DISCUSSION 10 Killer Metrics - What are They and Why? If continuous improvement is the objective of all service desks, a comprehensive program of effective measurement must be introduced. A panel of experienced practitioners will bring their own take on one of the most important topics facing Service Desk Directors and Managers. Chaired by Howard Kendall, Founder, SDI
14.15	EXECUTIVE WORKSHOP Onwards and Upwards - The Power of Emotional Intelligence and Business Savvy How do you help your team, your organisation, to cope during these toughest of times? What do you know of their attitudes, their emotions and their levels of determination? How do you all remain positive? Be under NO illusion - as a ‘boss’ this is YOUR responsibility. Jo Johns, Head of Training and Consultancy, Marval
15.45	EXECUTIVE WORKSHOP Creating SLAs that really work! Why are most SLAs created by IT departments not worth the paper they are printed on? In too many cases they are meaningless to customers and IT staff alike, and subsequently neither read nor used. Join Barclay Rae in this interactive workshop where you’ll receive guidance on how to avoid the common problems, and develop a formula to produce SLAs that really work! Barclay Rae, Head of Axios Global Services, Axios Systems

Wednesday 28 April

08.30	BREAKFAST BRIEFING Making the RITE Decisions - Every Time More than ever, management information must be Relevant, Integrated, Timely and Efficient. But with the proliferation of media, what is the best way of leveraging data for business gain? Explore the opportunities and quiz the panel to find out what will work best for you. Vance Brown, President & CEO, Cherwell Software BOOK YOUR PLACE HERE
10.45	KEYNOTE Work Smarter Not Harder! Practical Solutions for the IT Service Desk As the economy starts to recover, corporate demand for increased agility, lower operating costs, and leveraged competitive advantage is greater than ever. Noted industry expert Stephen Mann will help delegates step back from the rigours of day-to-day operations to discuss the improvement opportunities available. Stephen Mann, Principle Consultant, OVUM Butler Group
12.15	PANEL DISCUSSION The Five Holy Grails - How to get within Touching Distance This lively and entertaining panel discussion will look at some of the more challenging areas of IT Service Management – the Holy Grails that are so enticing yet so difficult to reach. Chaired by Howard Kendall. Panel includes Jennifer Macniven and Don Page, Marval
14.15	EXECUTIVE WORKSHOP Defining the Service Catalogue Barclay Rae will lead this valuable and interactive workshop, taking a generic view of the practical steps to ensuring value and quality in the optimum use of ITIL processes as he helps delegates to begin their Service Catalogue project. Barclay Rae, Head of Axios Global Services, Axios Systems

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