If you weren’t able to attend SITS yesterday, there’s still plenty of great content to enjoy today, including a panel debate on Artificial Intelligence (AI) – positive opportunity or job risk? Plus, Jonathan Leckey’s (Auto Trader UK) session on ‘applying transformational lessons from IT into the business’ and Chris Weston’s session on the impacts and opportunities of Brexit on IT.  

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

Keynote Theatre 

  • Artificial Intelligence (AI) – positive opportunity or job risk? (panel debate): featuring Matthew Burrows, BSMimpact; Tony Price, Hewlett Packard Enterprise (HPE); and Cathryn Barnard, Working the Future; Jonathan Munn, Zendesk; and Stephen Mann, ITSM tools
  • Getting by with a little help from your friends – applying transformational lessons from IT into the business: Jonathan Leckey, Auto Trader UK
  • Brexit – impacts and opportunities for IT teams: Chris Weston, Jumar Solutions
  • Mastering the art of service excellence: David Bellini, ConnectWise

Theatre 1

  • Breakfast briefing (must be pre-booked) – The worker you can’t afford to replace. A report on essential IT support skills: Dr James Stanger, CompTIA
  • Global customers, global support: Lena Stormvinge, ComAround
  • Create a business case for IT innovation: Brian Hendry, Axios Systems
  • Make employee experience the most meaningful service desk metric: Pasi Nikkanen, Happy Signals
  • 2017 state of IT incident management – how do you compare? Vincent Geffray, Everbridge
  • What the movies teach us about service management: Ivor Macfarlane, MacfPartners
  • Rethink the service desk role to change its image forever: Andrew Shepherd, Domestic & General

Theatre 2

  • A cure for the customer satisfaction problem? David Backham, Soliloquy
  • The lean service desk: from theory to practice: Peter Hubbard, Pink Elephant
  • Service Desk trends in 2017: David Wright, SDI
  • Investing in ITSM for competitive advantage: Martyn Broadhead, The Barcode Warehouse
  • Is DevOps really changing IT support? Jon Hall, BMC
  • Make metrics matter: James Finister, Tata Consultancy Services

Theatre 3 

  • 10 tips for a successful SIAM implementation: Steve Morgan, Syniad IT
  • IT and the rise of the digital university: Maciej Norko, Alemba
  • Make your service desk an innovation garage: Kumaravel Ramakrishnan, ManageEngine
  • Create enterprise agility through digital transformation: Matthew Hooper, Ivanti
  • Simple steps to a better service desk experience: Sanjeev NC, Freshservice
  • The service desk and kill chain: Dr James Stanger, CompTIA

Hot Topic Discussions

Table 1: 

  • Designing for optimal self-service: Alex Hocking, Marval
  • Investing in ITSM: Will Sibley, TOPdesk
  • Securing helpdesk productivity: Will Culbert, Bomga
  • Agile ITSM: Andreyna Gonzalez, TOPdesk

Table 2: 

  • The wider implications of the service catalogue: Jeroen Janssen,TOPdesk
  • DevOps in an ITSM world: Lara Hellman, Ivanti
  • Customer centricity: Hannah Price, TOPdesk
  • 5 Signs You Have Outgrown Your ITSM Tool: Neil Keating, Brighthorse

Table 3:

  •  Knowledge management: Ian Stevens, Short & Grey
  • Creating user friendly self-service portals: David Knowles, CRMWorks
  • Delivering legendary customer service: Emmanuel Boukandoura, Valiantys
  • Effective use of data and metrics: Martijn van de Bovenkamp, TOPdesk


To view this year’s exhibitor list, please visit: www.servicedeskshow.com/why-visit/exhibitor-list.

For the latest exhibitor news, please visit: www.servicedeskshow.com/exhibitor-press-releases/.

SITS – The Service Desk & IT Support Show at Olympia, London, is open from 9am to 5pm today (Breakfast Briefing begins at 8.30am). Last admittance is at 4pm.

Author Bio:
Sharna Waid

Sharna Waid

PR Executive

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