Wednesday 25th April
Breakfast Briefing |
Sponsored by:  |
| Enjoy a complimentary breakfast during an informed discussion and debate at one of the show’s early morning executive briefings, located in the Keynote Theatre. | |
| 08:30 | Stop thinking like an IT Department; Start delivering services like a business Understand the value and steps involved in optimising the end-to-end service delivery process. Panel includes: FrontRange Solutions, AllianceBernstein & Ovum |
|---|---|
Keynote Theatre |
In association with:  |
| 10:30 | Lean, mean IT machine How to optimise the operational efficiency of your IT environment Roy Illsley, Ovum |
|---|---|
| 12:00 | Why & how we must support users own tech Principles, process & people in the post-supported products age Noel Bruton, Noel Bruton Consultancy |
| 13:30 | ITIL 2011: How to really make it work for your organisation Hear from the experts how to successfully demonstrate the business value of IT Roy Illsley, Ovum; Ben Clacy, itSMF UK & Don Page, Marval |
| 14:45 | KEYNOTE PRESENTATION |
Seminar Theatre 1 |
Sponsored by:  |
| 10:00 | Conceive, Believe, Achieve The art of positive thinking Jennifer Macniven, Service Management Expert |
|---|---|
| 10:50 | How self-service models can improve ITSM How to develop, manage and integrate self-service processes into existing technologies Kevin Parker, Serena Software |
| 11:40 | Meeting key front line challenges How to produce your own unique guide to service desk best practice John Fahey, STI |
| 12:30 | Panel Discussion: Realising lasting cultural change – ABC (Attitude, Behaviour, Culture) Understand the no:1 success & fail factors in making ITSM work Michelle Major-Goldsmith, Sysop; Stephen Mann, Forrester; Kevin Holland, UK Public Sector & Paul Wilkinson, Gaming Works |
| 13:30 | How David Lloyd cut support calls by 50% Hear how David Lloyd Leisure outsourced their service desk, reduced the support burden and improved efficiency Graham Harrington, Selection & James Ridge, David Lloyd Leisure |
| 14:20 | Hiding from the people factor? Get the best from your most important asset; Focus on your people David Clifford, Enterprise DNA |
Seminar Theatre 2 |
Sponsored by: |
| 10:20 | The realities of Business Relationship Management Improving relationships to deliver the IT services your business wants Matthew Burrows, itSMF UK |
|---|---|
| 11:10 | The SDI fitness workout – Will your IT service be fit for 2015? How to create a truly outstanding customer service experience & customer culture for your IT service team Howard Kendall, SDI |
| 12:00 | 7 steps to Service Catalogue success Avoid the issues & successfully meet challenges – A strategic and practical session Barclay Rae, Barclay Rae Consulting |
| 12:50 | Maximising your technology investment How to obtain ROI from ITSM toolsets Rem Floris & Mike Guest, The Channel Islands Cooperative Society Ltd |
| 13:40 | Running Lean – An alternative approach to improving ITSM A practical session exploring fresh ways to improve the service experience James Finister & Tom Jollands, Tata Consultancy Services |
| 14:30 | Financial management for IT services Show true value by successfully demonstrating the cost of delivering your IT Services itSMF UK |
| 15:20 | Help for the first line: Building a service desk that delivers real value The people and disruptive technologies that can build a better service desk Roy Illsley & Adam Holtby, Ovum |
Seminar Theatre 3 |
Sponsored by: |
| 10:30 | Who’s going to keep you employed? Users ultimately decide if a service desk remains in-house. Discover your customers perceptions of your service Jo Johns, Jo Johns Education |
|---|---|
| 11:20 | How Agile are you? Discover if your team really is Agile and how to ensure your adoption is successful David Tomlinson, FGI |
| 12:10 | Plan & manage your service desk with HR planning Understand common problems and learn how to integrate resource planning using ITIL processes Wolter Smit, TOPdesk |
| 13:00 | ITIL on the iPad Unlock the power of tablet technology to deliver first rate IT support Laurence Scott-Mackay, Alemba & Damien Moore, Northern Ireland Healthcare |
| 13:50 | ITIL expert and beyond…higher is better How to select your certification route & justify the ROI by linking it to your organisational goal Kevin Streater, The Open University & Barry Corless, Global Knowledge |
| 14:40 | Next generation ITSM – Find solutions not barriers Self-service portals, smart devices and integration with social media – what businesses & end users will demand Simon Kent, Cherwell Software |
| 15:30 | Towards total service management As user owned devices increase, IT ownership becomes less defined. What will this mean for the role of service management? Chris Rixon, BMC Software |
