SITS Virtual Summit

The SITS Virtual Summit, offers free access to education, delivered by ITSM specialists from around the globe.

Our 4th edition, sponsored by Freshworks, took place on 23-24 February 2021, with 8 new webinars to choose from.

The programme covered everything from leadership through to value streams; automation through to resourcing.

All the webinars are now available to watch on demand – just choose your session below.

Feb Virtual Summit

Virtual Summit Sponsor


Webinar Programme

23 February, 10.00am
State of IT Service Management during a Pandemic
Sunny Singh, Freshworks & Iain Cameron, University of Aberdeen

Sunny & Iain will break down the results of a unique piece of research exploring the challenges agents face, the importance of skills requirements and agents emotional wellbeing, as well as industry trends.

23 February, 12.00pm
Value stream management – Make IT flow
Rob Akershoek, Fruition Partners / The Open Group

Rob will talk about how to identify, design and implement the right value streams as part of your IT operating model. Optimising end-to-end value streams is a critical success-factor to manage the new digital ecosystem.

23 February, 2.00pm
Leadership language is the obstacle to great technology perception
Daniel Breston, Daniel Breston Ltd

As a leader the way you talk underpins the behaviours you exhibit. This session will challenge the way you think about the words of leaders and the words in frameworks from ITSM, DevOps and Agile.

23 February, 4.00pm
Putting your users at the centre - using automation & experience
Sarah Lahav, SysAid Technologies

In this presentation, Sarah will provide 5 actionable – and easy – steps to help your team better utilise automation to improve its IT services, support, and customer satisfaction across your organisation.

24 February, 10.00am
Change is the new constant – The era of hyper-transformation
Pat Bolger
Patrick Bolger, Hornbill

As businesses call upon technology to pave the path out of 2020’s maelstrom, support, automation, and ease of transformation will define the new normal. 2021 is the year of hyper-transformation, and we must own IT.

24 February, 12.00pm
Firefighting vs Project Deadlines: How to master competing resource demands
Noel Bruton
Noel Bruton

With falling productivity, ubiquitous backlogs, and challenges of resource orchestration, IT workgroups are in real need of how-to guidance in method and approach. Noel will demonstrate proven solutions to this universal IT problem.

24 February, 2.00pm
IT Service Desk 4.0 - Creating value beyond desktop
Alexander Post, TeamViewer

The rise of digital business and digitalisation is placing increased demands on IT service desks. Providing true 360 support for internal and external clients can only be efficient by preventing tool sprawl and adding automation.

24 February, 4.00pm
What it takes to build a Service Desk of the future
Adam Haylock & Nikolett Mihaleczki, ServiceNow

In this session, you will learn what skills and technologies are needed to implement a connected experience for IT Service Delivery teams and your customers. You’ll pick up practical tips to innovate at speed and measure performance.

Please note, SITS (Diversified Communications UK) collects your data in order to allow you access to the SITS Virtual Summit and send you essential information about it. We may also from time to time send you information about our other related events (SITS) and future SITS Virtual Summits, which we believe will be of interest to you. You’ll have the option to unsubscribe at any point.