SITS – Service Desk & IT Support Show 2025 Conference Programme On Demand
Listen to the audio from the SITS 2025 Conference Programme by downloading each session below….
Theatre 1
Integrating cybersecurity into IT service management: Practical strategies for strengthening security
Thomas Mackenzie, Lansweeper
In today’s rapidly evolving digital landscape, cyber threats pose significant risks to organisations of all sizes. While IT Service Management (ITSM) focuses on delivering reliable and efficient IT services, integrating cybersecurity considerations into these processes is essential for safeguarding critical assets and ensuring operational resilience. […]
Ensuring regulatory compliance with IT asset and service management
Joel Eyssen, Opentext
The session will provide actionable insights on aligning IT Asset Management (ITAM) and Software Asset Management (SAM) with compliance standards, including NIS2 and DORA. You will learn how to leverage asset discovery, asset management, CMDB, and IT Service Management strategies to streamline your approach and stay ahead of both current and future regulatory demands.
Swissport’s Transition to No-Code with HaloITSM
Daniel Le Masurier, Swissport International AG & Faysal Ali, HaloITSM
This session aims to present the main benefits realised by Swissport since migrating to the Halo platform.
Specifically, key metrics and demos will be presented around a few core areas:
– Financial savings: Advantages of transparent and all-inclusive licencing model.
– Increased Control: Reduce reliance on 3rd parties […].
AI & sustainability: Transforming ITSM for tomorrow
Dr Tuuli Bell, Tuuli Bell Ltd
Step into the future of IT service management, where AI meets sustainability. This forward-thinking session shows practical ways to transform your ITSM practices for 2025 and beyond. […]
AI-Powered ITSM: A Must-Have or Just Another Requirement Checkbox?
Misha Macinski, Pink Elephant
ITSM vendors pitch AI as a must-have, but is it truly transformative or just another requirement checkbox? Too often, organisations define tool requirements around trends rather than actual business needs—leading to costly misalignment.[…]
Theatre 2
Theatre 3
Keynote
The Rise Of The Clones
Jake Moore, ESET
Deepfakes are getting easier to make but how can they be used in crime? Are they the next tool in the social engineer’s toolkit? From hacked CCTV to cloned RFID cards and incredible AI technology, Jake will uncover what is currently possible and showcase his latest hacks using AI. […]
MSP Theatre
Theatre 1
Creating your ITSM sustainability roadmap
Dr Tuuli Bell, The ESG Institute
In this session, discover how to build your ITSM sustainability roadmap, regardless of your current sustainability maturity level. Explore how your role’s responsibilities evolve with rising customer expectations on sustainability, including relevant UK/EU legislation. This talk will help you gain fresh insights on effective and efficient approaches to engage with other organisational departments, learning from and collaborating with their sustainability initiatives.
Unlocking business efficiency through generative AI
Dale Cheeseman & Paloma Garcia, ServiceNow
Are you curious about how to supercharge your organisations’ digital transformation through Gen AI? We invite you on a journey that unfolds our purpose and underscores the pivotal role of a people or customer-centric approach. Together, we’ll navigate into the future, exploring the evolving world and how the concept of Total Experience is reshaping our work dynamics.
From service desk to customer value: service management value streams
Roman Jouravlev, PeopleCert/Axelos
ITIL 4 has brought the concept of value streams in the centre of service management. Indeed, service management practices only create value in the context of organization-wide valie streams, never in isolation. How to identify, analyse and improve service value streams? How do ITSM tools support value stream mapping and management? How to ensure effective coordination of multiple practices in a value stream? Roman will share the latest ITIL recommendations and answer your questions.
AI in ITSM/ITAM: Dispelling hype and unlocking real value
Filip Jandora, ALVAO
AI shapes industries and workflows these days. But is its full potential utilized in ITSM? Or are we mistaking automation for AI? Join us to delve into AI and ITSM. The Real Deal vs. Marketing Hype: The true potential of AI in ITSM, separating genuine benefits from mere functionalities.
Transforming to a zero touch service desk
Neville Hughes, Brillio
Employee needs are changing: the traditional “one size fits all” Service Desk can be expensive and is not necessarily leading to the outcomes they need or want. Neville explains how combining multi-faceted support, proactive management, AI and data-driven management can lead to the right outcomes for the organisation, the employees and service providers.
Theatre 2
Black Holes in Asset Management
Mark McGinn, MarXtar
Asset Management black holes can lead to inefficiencies, security risks, compliance issues, and increased costs. In this seminar MarXtar’s Mark McGinn will discuss some common problems in IT asset management and how rectifying them requires a holistic approach, with a focus on accuracy, and compliance.
Driving IT with experience data: From a framework to reality
Sami Kallio, HappySignals
Shaun Brown, GEA
Increasing employee happiness and productivity is now imperative for most IT organisations. But do you know how end-users experience IT and services? Join this practical session with Shaun Brown of GEA and Sami Kallio of HappySignals to learn how IT experience data and insights improve decision-making and business results.
How to successfully pivot from ITSM to ESM
Darren Rose, FSP
Adopting Service Management across the Enterprise sounds easy in principle, but simply trying to apply ITIL best practice on un-suspecting teams isn’t a successful Enterprise Service Management (ESM) Strategy .In this session, Darren talks about how to create an SMO, how it should be structured and what its responsibilities are, as well as some of the pitfalls to avoid along the way.
Why service-oriented monitoring is the future
Martin Hodgson, Paessler AG
If the customer is at the heart of everything we do, then we need to build IT monitoring around what we’re ‘delivering’ to them. With continuous transformation of IT and the complexity of infrastructures increasing, it’s harder than ever to keep an overview, and all too often we run into organisational silos than prevent us from connecting the dots. So, what if we took a service-oriented approach to support ITSMs and end-users…would it help?
Building the next generation CMDB for service desk
Yama Habibzai, Device42
Andy Roberts, Device42
Many claim the CMDB (Configuration Management Database) is dead. In reality the CMDB could not be more important today than ever before. This presentation discusses some of the complexities of today’s CMDB, and introduce new concepts and ways in establishing the next generation of the CMDB.
Theatre 3
Revolutionising services with gen AI: Practical steps for turning on exceptional employee experience
Samuel Cook, Freshworks
Ross Surplice, Freshworks
With the ever-changing landscape of emerging technologies and rising employee expectations, how do you balance continuously elevating service experiences along with optimizing costs and future-proofing?
As IT teams across the globe are tasked with the challenge of doing more with less, gen AI has emerged as the undeniable force multiplier — but not without its share of skepticism and concerns. Join Freshworks to delve deeper into gen AI’s potential, misconceptions, and the strategic vision required to build higher performing teams.
Vulnerability management and IT asset management: A match made in security heaven
Thomas MacKenzie, Lansweeper
Vulnerability management and IT asset management are crucial for robust cybersecurity, yet they’re often viewed in isolation. This talk delves into how integrating these two disciplines can significantly enhance an organization’s security posture. It discusses the challenges and benefits of aligning vulnerability management with IT asset management, illustrating how this synergy can provide a more comprehensive view of security risks. By understanding the interconnected nature of IT assets and vulnerabilities, organizations can develop more effective strategies for threat mitigation.
The service management evolution model: Is it worth chasing ITSM maturity today?
Siddharth Gowdhaman, ManageEngine, a division of Zoho Corporation
IT leaders often turn to maturity models and frameworks to help scale ITSM. While this reliance on maturity models might have worked in the past, it’s time to introspect their relevance in this decade. When fast-paced tech breakthroughs and shifting economic realities dominate, a definitive destination as described by maturity models ceases to exist.
A multidimensional alternative—the service management evolution model—that contextualizes IT strategies to individual organizations and their goals is the right alternative. This model also establishes how innovation is an ongoing journey rather than a specific destination that’s revised annually.
Expanding ITSM for a connected enterprise
Mark Temple, University of Glasgow
In an era of tech stack complexity, simplifying the IT landscape is crucial. This session delves into extending IT Service Management (ITSM) to support the broader organization. Discover how virtual agents empower your team, delivering exceptional employee experiences. Learn best practices for deploying and fostering employee adoption of conversational AI. Explore use cases to further automate service delivery, taking your capabilities to the next level and ensuring your IT team can meet the challenge of measuring employee experience.
Navigating GenAI with Ethics
Stephen Alstrup, University of Copenhagen
How can you navigate the path to secure innovation in the world of GenAI? Where can GenAI create true value and where does it fail? How can we make sure to use it safely and be compliant? In this presentation, Algorithm Professor Stephen Alstrup, will address ethical perspectives on the use of GenAI and explore practical guidelines, while he showcases practical examples that illustrate its impact. Stephen Alstrup will focus on the possibilities that GenAI offers in service and support, and the safeguards needed to ensure ethical implementation.
XLA – the good, the bad, and the ugly
Jaro Tomik, CDW
Rob Patterson, CDW
Our journey to implementing XLA’s at our MSP desk, the challenges we came across, the people we needed to pull together, the value it has delivered, and our plans moving forward. We will touch upon the effects of introducing Experience Management on both Service Desk agents as well as our customers, and how it helps us prioritise our improvement projects.
Keynote
Charting your course towards an IT service management career path
Karen Brusch, itSMF UK
Claire Drake, itSMF UK
Aimed at individuals interested in exploring the diverse and dynamic career paths within IT Service Management (ITSM). In today’s technology-driven world, ITSM plays a crucial role in enabling organisations to deliver high-quality services efficiently and effectively. This session will provide participants with invaluable insights into the various career opportunities available in ITSM and equip them with the knowledge and resources needed to navigate their career paths successfully.
Panel Discussion – Post Office – A National Scandal: What can we learn from IT?
David Barrow, Sol Seven Studio
Sophie Hussey, Lapis COnsulting Services Ltd
Simone Jo Moore, SJM
Patrick Stapleton, ITSM Leader
Bekki Hill, JD SPorts Fashion plc
The discussion will focus on the lessons learned from the Post Office Horizon IT scandal, analysing its impact and exploring the crucial role of Service Desk and IT Service Management (ITSM) in averting such crises in the future. We will engage in a conversation about the significance of communication, knowledge, governance, and the profound impact of IT issues on mental well-being. We welcome your input during the event.
Panel Discussion – Sourcing, attracting and retaining diverse talent
Georgina Otubela, Vida Homeloans
Kevin Dainty, Reed
Jenny Bicknell, GetMyFirstJob
Séverine Trouillet, STEM Learning UK
Louise Reed, Reed Talent Solutions
A panel discussion, exploring the variety of resources that ITSM & Support professionals should be considering when looking to hire diverse talent. We will cover strategies for attraction and retention and re-emphasising the value that having diverse team can bring to an organisation.
The role of line managers in creating mentally healthy workplaces
Liam Reynolds, Mental Health UK
The content of this session is designed to showcase psychological safety, what that is, why it’s beneficial, and how workplaces can achieve it. Line managers play a crucial role in business structure, having a greater access and visibility of staff than other roles. By unlocking the potential of the line manager role in establishing psychological safety, organisations can support staff with mental health challenges and benefit from lower attrition rates, increased productivity, and talent retention.
A metrics model for ITSM/ITIL
Barclay Rae, Barclay Rae Consulting Ltd
From current research activity – what’s wrong with out current ITSM metrics and how to move to a new and more value-driven model. This session looks at the gaps and issues with what we currently provide, with a clear set of guidance on how to improve and deliver to a new set of expectations, based on digital and user experience, costs, risk and performance. DEX, CX, BRM, XLM. The session includes a suggested new model and criteria for data and a consolidated metrics model.
MSP Theatre
Selling Cyber Security: What’s the Secret Sauce?
Hannah Lloyd, inSOC Inc
Security can be complicated, especially when educating your clients and encouraging them to invest in an effective program. In this session, we will remove the buzzwords and the complexity of building a profitable and process driven package, whilst drilling down into typical client pain points, buying triggers and how to protect your business as the MSP.
We will use feedback from MSPs who have tried, tested and succeeded in selling to clients of different sizes, and focus how objections can be overcome, processes can be finessed, and margins increased whilst controlling your burden rate in a completely vendor neutral session.
Unlocking Business Growth in 2024
Greg Jones, IT Complete – The Kaseya Platform
Join us for a fast-paced session as Greg Jones, Vice President of Business Development in EMEA for Kaseya will give an update and overview of the everchanging & evolving MSP landscape! He will also be highlighting what MSPs should be focusing on for growth in 2024 and how the evolving threat landscape is helping MSPs grow monthly recurring revenue.
How to build a marketing engine for your MSP
Mark Copeman, Wingman MSP Marketing
Mark speaks to dozens of MSPs around the world each month. The majority have built their businesses entirely on referrals.As he will explain, relying on solely on referral marketing is not a sustainable way of growing a business.
In this session, Mark will give you the instruction manual on how to build a marketing engine for your MSP business.
You’ll walk away with a ton of notes, but he will only let you into the session if you promise to take action when you get back to the office …
MSP Valuations & the importance of Management Accounts
Daniel Welling, MSP Finance Team
Adam Morris, MSP Finance Team
An overview of valuation methods for MSPs including examples and the implication of attributes of the business on deal process and profile. This session explores the connection between management accounts, chart of accounts structure, the importance on valuations and completing a sale from establishing and maintaining a mature approach to MSP financial management, years ahead of an exit.
PANEL – Diversity in our workplace
Chair: Estelle Johannes, CompTIA
In this engaging chat, we’ll dive into the current state of diversity in our workplaces. We’ll explore the key factors that help build a strong, diverse workforce and highlight why this is more crucial now than ever. Join us as a panel of industry leaders share their personal experiences and leave us with practical, insightful takeaways that we can apply in our own spaces.
Spent £30,000 and not a lead in sight
Paul Lloyd, Sellerly
The biggest challenge that faces the MSP is winning new accounts and growing their business. This is while spending a fortune on lead generation and Google Mystery.
I will explain and demonstrate the following:
Why current lead generation doesn’t work and what needs to be done to correct it.
Where lead-gen organisations are ripping them off.
What is the best approach.