ITIL 4 is now being rolled with a variety of books and courses beyond the initial Foundation publication in 2019. Practical questions are being asked about how to use this with other existing frameworks and ways of working. This session lays out clear guidance on integration of some of the new ideas in ITIL 4. This includes e.g. value chains, practices and guiding principles, and how these can be best used with minimum impact.

Areas covered include:

• People, professionalism and culture
• Devops and Agile
• Service Desks
• ‘Traditional’ ITSM processes
• Robotics, AI and RPA
• Other frameworks and models – BRM, IT4IT, ISO…

Barclay is a co-author of ITIL 4 Foundation and lead editor of the ITIL 4 Create, Deliver and Support publication, as well as co-author of the SDI best practice standard for service desks.

Key take aways:

• A deeper dive into ITIl4 for practitioners
• An understanding of how ITIL4 works with some key models like devops, SDC
• Appreciation of ITIL4 from a human perspective

In the current maelstrom, we have one certainty, and it is an uncomfortable truth. Post-COVID-19, there will be no return to normal.

Before C-19, the tipping point had already been reached, and businesses were already on the path to digitization, but for almost 80% of businesses still in the early stages, the pandemic highlighted systemic weaknesses. In this session, Patrick will take a brief look back at what happened as C-19 hit, and the lessons learned, which must be addressed as we plot the path forward.

Patrick will present the stages that organisations will pass through as the crisis unfolds. He will discuss what IT will need to focus on and the critical activities that must be addressed for each phase: C-19 Hits –

There are a growing number of internal and external challenges faced by support teams including an increasing number of IoT devices to support and more organisations implementing BYOD strategies. Support teams are constantly asked to do more with less, yet need to continue to deliver excellent customer service.

Join us to understand how to effectively utilise your remote support tools to successfully address these challenges and deliver excellent customer service, whilst reducing costs and increasing efficiencies.

Key take aways:

• Understand the internal and external challenges support teams face today
• Hear 5 top tips on how to utilise your remote support service to successfully address these
• Identify the key features and functionality of your remote support service to enable you to reduce costs, increase efficiencies and delight customers

Service desks have been around for 25 years and still 90% of all requests raised in the service desk are still fulfilled manually. These service requests are everyday tasks like creating accounts, add users to groups etc.
Lots of articles tell you that service requests can fulfilled automatically, speeding up delivery and freeing up service desk staff to do more important work. What they don’t tell you is how or the fact that you don’t need a new service desk to achieve this. Join this session to discover how with service request automation you to can work smarter not harder.

Key take aways:

• What technologies you need to automate your service request
• See how you can achieve major cost and time savings through automating service requests
• How you acheive service request automation in your company today

Self-service is the name of the game now and it is everywhere from your grocery store to online shopping, but why has it not caught on within the IT service sector? Let’s get to the heart of the matter; self-service capabilities are typically implemented as part of an ITSM tool’s implementation, sometimes as a by-product. ITSM tool implementations often fail to recognise that self-service will only become a customer’s channel of choice when they successfully change customer behaviours.

Join Eddie to learn how to encourage users to use self-service, as well as how to develop a clear vision of your service.

Key take-aways:

• What you need to consider when putting in place your organisations self-service and ITSM tool
• The importance of aligning self-service to your organisations vision
• Learn some of the critical success factors that should be addressed within your self-service

There’s always talk about improving the User Interface/experience of service desk tools – but are today’s tools and future product roadmaps meeting the expectations of Generation Y (Millennials)?

Being of Generation GH (Grey Haired), and looking at the past 20 years, have we simply made the improvements we thought necessary? Do we even understand what Generation Y expect?

Join Neville as he fundamentally rethinks how the next generation will interact with your service desk. This will not just involve tinkering with the UI or UX but will deliver an improved IT service that meets the expectations of the next generation.

Key take aways:

• Examining the trends of Generation Y, from social complaints to application instant response
• Looking at how AI, machine learning and self-service portals deliver near zero-touch service management
• Understand how you can offer ‘three-click route to resolution’ services for instant gratification

While the service desk, service delivery and service management teams continue to be vital elements of the IT organisation, seismic forces are reshaping these organisations and will result in a dramatic realignment of service management in the next 5 years. In this session Ian will examine the pressures that are being applied to service management and the changes we can expect to play out in the next 5-10 years. Plus, the new relationship between the service desk, service management and the broader IT organisation, and what we can be doing now to get ready for these dramatic changes.

Key take aways:

• An understanding of the new priorities of service management
• A few big surprises around service management for 2025
• What we can be doing today to get ready for these dramatic changes across IT

The cloud, Internet of Things (IoT) and Artificial Intelligence (AI) are rapidly creating the ‘ambient computing’ workplace. What are the specific cloud, security and privacy perspectives, and tools that will help us support this brave new world? How can support professionals identify and help resolve and support chronic issues of today’s (post)modern tech environment?

Join James to learn about what we’ve been hearing from industry leaders and practitioners from around the world. He’ll discuss how to best support the business of the cloud, including practical tips on safeguarding customer privacy. You’ll also see a practical demo of some useful security and networking tools.

Key take aways:

• Identify how specific companies are using IoT, empowered edge, AI, and hyper-automation to create more efficient environments
• An understanding of specific security challenges, including privacy, technical debt, and ways that attacks continue to morph
• Practical knowledge of essential cloud, networking, and security tools used today