Hot Topic Roundtables

The Hot Topic Roundtable Discussions, sponsored by TOPdesk, featured small group discussions, facilitated by an industry-expert.TOPdesk Visitors could take the opportunity to sit down with fellow visitors to share their experiences and discuss any challenges they are facing. It’s a great way to get real-life practical advice to take away, and discover what IT pros in similar roles are currently focusing on. The programme from 2018 can be viewed below for reference, and were free to attend. All places are bookable on a first come, first served basis on the day – just go to the Hot Topic Zone to sign up.

Tuesday 5th June

Time:

Table 1

Table 2

Table 3

11:00

How do you prioritise the Customer Experience at your service desk?

Andreyna Gonzales – TOPdesk

Key discussion points include:
1. Focusing on Customer Experience
2. Do you know how your services are perceived?
3. Understanding your customer personas

Mentoring for success!

Kat Turner- ITSM Zone

Key discussion points include:
1. What is mentoring?
2. What is the difference between coaching and mentoring?
3. Is mentoring relevant to my organisation?

Knowledge Management: How do we create a knowledge-sharing culture?

Hannah Price – TOPdesk

Key discussion points include:
1. Crowdsourcing knowledge
2. Creating a knowledge sharing culture internally
3. Creating a more efficient Knowledge Base

12:15

Career Development: Women in IT

Sally Bogg, Leeds Beckett University

Key discussion points include:
1.Why aren’t there more women in Tech
2. Does the tech industry have an image problem?
3. What can we do to support and encourage more women into the sector?

How will AI affect my service desk?

Martijn van de Bovenkamp – TOPdesk

Key discussion points include:
1. How does AI affect self-service and Knowledge Management
2. What AI can do on the operator side
3. Will AI impact job security?

DevOps – which competences will help you deliver the business benefits?

Mark Smalley – DASA

Key discussion points include:
1. Which benefits do you want to achieve by applying DevOps principles?
2. Which competences are needed and what’s your current level?
3. How can you go about developing better skills and knowledge?

14:00

Digital Transformation: Where do we start and how do we get there?

Sumit De – TOPdesk

Key discussion points include:
1. Where do you start transforming as an organisation?
2. Launching new technology vs. getting people to use the new tech in business processes
3. How can IT help facilitate the transition, aside from just implementing tools?

GDPR and what it means for your business

Stuart Rance – Optimal Service Management Ltd

Key discussion points include:
1. Can you locate all the personal data you have stored anywhere in the organisation?
2. Do you know what you use this personal data for & what legitimate reason you have for doing this?
3. Can you respond effectively to requests from people who ask you what data you have about them, or ask you to delete this data?

Strategic Partnerships: What role can IT departments play

Jon Baxter – Baxter Thompson Associates

Key discussion points include:
1. How we achieve alignment of IT activities to business objectives
2. How can we influence business strategy with technology trends
3. How can we obtain a seat at the decision maker’s table?

15:15

Using security & data privacy initiatives as customer service enablers

Scott Walker – Bomgar

Key discussion points include:
1. Can security speed up the support process?
2. Does removing shared passwords keep the help desk efficient?
3. Can data privacy be an enabler for remote support?

ESM: How do we open communication channels between departments?

Sarah Bilton – TOPdesk

Key discussion points include:
1. The benefits of sharing services
2. How to eliminate bottlenecks between departments
3. What are the reasons you are/aren’t sharing services?

How to boost employee experience for service desks

Sami Kallio – HappySignals

Key discussion points include:
1. How important do you think employee experience is compared to another SLA’s and KPI’s?
2. What KPI’s do you feel support the employee experience the most?
3. What actions have you taken to make your customers happier with your service desk? What worked best?

Wednesday 6th June

Time:

Table 1

Table 2

Table 3

11:00

Digital Transformation: Where do we start and how do we get there?

Sumit De – TOPdesk

Key discussion points include:
1. Where do you start transforming as an organisation?
2. Launching new technology vs. getting people to use the new tech in business processes
3. How can IT help facilitate the transition, aside from just implementing tools?

GDPR and what it means for your business

Stuart Rance – Optimal Service Management Ltd

Key discussion points include:
1. Can you locate all the personal data you have stored anywhere in the organisation?
2. Do you know what you use this personal data for & what legitimate reason you have for doing this?
3. Can you respond effectively to requests from people who ask you what data you have about them, or ask you to delete this data?

How to boost employee experience for service desks

Sami Kallio – HappySignals

Key discussion points include:
1. How important do you think employee experience is compared to another SLA’s and KPI’s
2. What KPI’s do you feel support the employee experience the most?
3. What actions have you taken to make your customers happier with your service desk? What worked best?

12:15

ESM: How do we open communication channels between departments?

Sarah Bilton – TOPdesk

Key discussion points include:
1. The benefits of sharing services
2. How to eliminate bottlenecks between departments
3. What are the reasons you are/aren’t sharing services?

Strategic Partnerships: What role can IT departments play?

Jon Baxter – Baxter Thompson Associates

Key discussion points include:
1. How we achieve alignment of IT activities to business objectives
2. How can we influence business strategy with technology trends
3. How can we obtain a seat at the decision maker’s table?

Mentoring for success!

Claire Agutter – Scopism

Key discussion points include:
1. What is mentoring?
2. What is the difference between coaching and mentoring?
3. Is mentoring relevant to my organisation?

14:00

How will AI affect my service desk?

Martijn van de Bovenkamp – TOPdesk

Key discussion points include:
1. How does AI affect self-service and Knowledge Management
2. What AI can do on the operator side
3. Will AI impact job security?

Knowledge Management: How do we create a knowledge-sharing culture?

Hannah Price – TOPdesk

Key discussion points include:
1. Crowdsourcing knowledge
2. Creating a knowledge sharing culture internally
3. Creating a more efficient Knowledge Base

Using security & data privacy initiatives as customer service enablers

Scott Walker – Bomgar

Key discussion points include:
1. Can security speed up the support process?
2. Does removing shared passwords keep the help desk efficient?
3. Can data privacy be an enabler for remote support?

15:15

How do you prioritise the Customer Experience at your service desk?

Andreyna Gonzales – TOPdesk

Key discussion points include:
1. Focusing on Customer Experience
2. Do you know how your services are perceived?
3. Understanding your customer personas

Career Development: Women in IT

Jebbufer Jordan – Sopra Steria UK Ltd

Key discussion points include:
1.Why aren’t there more women in Tech
2. Does the tech industry have an image problem?
3. What can we do to support and encourage more women into the sector?

DevOps – which competences will help you deliver the business benefits?

James Finister – Tata Consultancy Services

Key discussion points include:
1. Which benefits do you want to achieve by applying DevOps principles?
2. Which competences are needed and what’s your current level?

3. How can you go about developing better skills and knowledge?