SITS – The Service Desk & IT Support Show opens for business at 9am today at Olympia, London.  Thousands of IT professionals from across the UK are expected to pack the aisles over the two days (Wednesday and Thursday 7-8 June).

Today’s conference highlights include (in running order):

Keynote Theatre 

  • Breakfast briefing – The catalyst for service innovation: embrace feedback: Chris Rydings, Axios Systems; and David Wheable, Forrester Research
  • Raising the performance bar: Natalie Calvert, CX High Performance
  • The magic behind service management transformation: Georgina Owens, Vodafone
  • Don’t call it ‘digital’ transformation – it’s organisation and people (panel debate): featuring Barclay Rae, ITSMF UK; Matthew Hooper, Ivanti; Jason Noble; and Adam Haylock, Aylesbury Vale District Council
  • Conflicting Agendas? CIO versus the CEO’s priorities: Chris Rydings, Axios Systems

Theatre 1

  • Service desk analytics in 5 steps: Kumaravel Ramakrishnan, Manage Engine
  • Leadership lessons inspired by a six-year old: Joseph McGee, Leadership Consultant
  • True stories of service desk contributions to the bottom line: Sarah Lahav, SysAid
  • Promote and perfect your self-help portal: Sumit De, TOPdesk
  • Bringing the virtual workforce to life: Terry Walby, Thoughtonomy
  • Building the self-sufficient enterprise service desk: Adam Haylock, Aylesbury Vale District Council and Patrick Bolger, Hornbill

Theatre 2 

  • The case for using an Enterprise Management Platform to decrease costs: Dan Le Masurier, Qlik
  • The service catalogue – multiple uses, multiple pitfalls, easy solutions: Peter Hubbard, Pink Elephant
  • Your service operation: meek or magic? Damian Bowen, ITSM Consultant
  • Systems tinkering vs systems thinking: Mark Smalley, ASL BiSL Foundation
  • Avoid buyers remorse when selecting an ITSM solution: Mike Kyffin, Cherwell Software
  • Get buzzy, not busy: lessons in service desk leadership: Noel Bruton, Bruton Consultancy

Theatre 3 

  • Become a growth hacker to drive self-service adoption: Narain Muralidharan, Freshservice
  • Agile supplier management with the ‘service network’: Juha Berghäll, Service Flow
  • DevOps in the dock: Duncan Watkins, Forrester and Daniel Breston, Qriosity
  • 5 strategies to deliver BRM digital business success: Simon Kent, Sollertis
  • Making IT flow using IT4IT: Tony Price, Hewlett Packard Enterprise (HPE)
  • Future proof your ITSM: Claire Agutter, ITSM Zone

Hot Topic Discussions 

Table 1: 

  • Service level management – why do we need SLAs, OLAs and UCs? Dr Don Page, Marva
  • Effective use of data and metrics: Martijn van de Bovenkamp, TOPdesk
  • Delivering legendary customer service: Emmanuel Boukandoura, Valiantys
  • Creating user friendly self-service portals: David Knowles, CRMWorks

Table 2:

  • 5 Signs you have outgrown your ITSM tool: Neil Keating, Brighthorse
  • Customer centricity: Hannah Price, TOPdesk
  • DevOps in an ITSM World: Ivanti
  • Knowledge management: Ian Stevens, Short & Grey

Table 3:

  • Agile ITSM: Andreyna Gonzalez, TOPdesk
  • Securing helpdesk productivity: Will Culbert, Bomgar
  • Investing in ITSM: Will Sibley, TOPdesk
  • The wider implications of the service catalogue: Jeroen Janssen,TOPdesk


To view this year’s exhibitor list, please visit:

For the latest exhibitor news, please visit:

SITS – The Service Desk & IT Support Show at Olympia, London, is open from 9am to 5pm on Wednesday 7 June and Thursday 8 June (Breakfast Briefings begin at 8.30am on both days which must be pre-booked). Last admittance is at 4pm.

Author Bio:
Sharna Waid

Sharna Waid

PR Executive

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