Theatre 3

Organisations that utilise best practice service management and service development report significant benefits, but normally these have to be expressed qualitatively due to the lack of a realistic baseline. This session helps build a business case that supports the investment in a Service Improvement Program (SIP) that in turn will deliver the greatest payback.

1) Why you must show tangible and non-tangible benefits
2) How to build a SIP that is realistic and delivers value
3) Reporting advice to proving value

As separate disciplines, Service Level Management, and Business Relationship Management, have become core skills which all ITSM professionals must be able to draw on. Yet by combining and mastering these disciplines, service desks make a huge, measurable contribution to the success of the business. This session shows you how.

1) Learn how BRM and SLM operate across the service lifecycle
2) Key points to consider when implementing BRM and SLM
3) Understand the key differences between the disciplines and how they can work in harmony

Drawing on the findings of the annual STI service desk survey, discover the characteristics you should seek when employing service desk staff, the reasons why they become demotivated and how to keep them happy and productive.

1) Take away a copy of the 2013 Service Desk Survey results
2) Gain knowledge of why service desk staff performance can deteriorate over time – and how to fix it
3) The desire to ensure that all service desk staff have the chance to stand out – for the right reasons

Establishing a service catalogue can seem daunting, especially for smaller organisations with limited resources. This seminar offers practical hints and tips about how to get started, how to address the challenges and guidance on reaping the benefits of a service catalogue.

1) Learn the starting point for building a service catalogue on a limited budget
2) Takeaway a high level process document to get you started
3) Receive a free template and implementation roadmap

Gamification is the process of applying the principles of game design to non-gaming activities. This session teaches the techniques which can encourage greater levels of user engagement and increase staff performance, and ultimately provide enterprises with business benefits.

1) Linking gamification to ITSM tools
2) Capturing ideas and innovation from your team
3) How to increase staff engagement and productivity

Customer satisfaction surveys are often incorrectly used to endorse rudimentary service desk activities. This session will explain what data and information we should really be capturing and how it can transform the way we deliver services. Ken will also detail the ’10 dynamics’ approach of delivering customer satisfaction surveys.

1) Gain knowledge from an independent subject expert
2) How to build a quality customer satisfaction surveys that yields useful data
3) How to improve communication between key project stakeholders

The rise of social IT, user forums, peer-to-peer support and web self-service mean that service desks have more tools than ever to connect with customers. This seminar explains how to add new channels without damaging traditional email and phone support.

1) Learn why consumerisation has changed the way that your customers want to interact
2) Discover the channels you should be supporting
3) Takeaway understanding of how the service desk can improve service and customer engagement

ITSM is the dominant worldview right now, but as was the case with other once-dominant paradigms – for example ptomelic astronomy (the earth at the centre of the universe) – it could be replaced by a better view. Peter will knit together strands of psychology, philosophy, complexity science and the history of personal computing technology, to propose four principles of a radical new approach to IT service.

1) Understand why after 20 years of ITSM, certain aspects still do not work
2) Discover new ideas for running the service desk
3) Broaden your thinking to solve technology challenges

Now you have created a fabulous, customer-focussed service desk, you can safely say that your customers are satisfied right? WRONG! There is more to satisfaction than a customer survey can reveal. One thing often overlooked is aligning the culture of your team with the culture of your customers. This session explains how understanding your customers and their culture can help take your team a step further towards success.

1) Identify the cultures you are servicing and how to align them with your staff
2) Understand how to overcome geographical challenges
3) Transform your service desk into one that can adapt and adopt the business culture it is supporting

Knowledge management, peer-to-peer sharing and social IT are changing the way that technology is supported, this session explains how to link these tools to ITSM gamification to ensure your service desk has a bright future.

1) Gain gamification insight and how it links to ITSM.
2) Learn how gamification can help your business
3) Discover what the future of gamification and social IT means for you

Countless hours are lost as users search for knowledge and service desks needlessly fix the same problems countless times. Harnessing knowledge is a combination of people, process and content and this session explains ways to master this tricky challenge, which offers huge rewards.

1) Find, capture and store knowledge
2) Identify knowledge gaps and how to fill them
3) Tools for discovering which knowledge articles are being used and why

The helpdesk has traditionally been a place for users to seek assistance in solving tech-related issues. This session will outline how to empower IT staff to go beyond simple troubleshooting and provide superior customer service to end users. Learn how consolidating processes and increasing collaboration within the service desk can allow you to do more with less.

1) How to increase your first call resolution by empowering staff
2) Transform your service desk from a place to get help into a collaborative, service-providing team
3) Learn how consolidating processes can allow you to work more efficiently

This session will describe how Oxford University built its ITSM strategy, successfully introducing an ITSM tool to help meet its objectives, and how the solution has supported a more mature ITIL-based service management environment.

1) How to align tools with your ITSM strategy
2) Lessons from the sharp end about avoiding the pitfalls
3) Understand the cost benefits of your ITSM strategy

All organisations could benefit from improving their skill levels, but with myriad ways to develop staff, what is the best fit for you? This seminar explains the choices on offer, how to exploit the tools and resources you have and what you should be seeking budget for.

1) Understand why IT skills demands are changing
2) How to find the best development tools for your business
3) How to create teams which sell the value they are delivering