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PRODID:-//Service Desk Show | 19-20 May 2027 | Excel London - ECPv6.3.7//NONSGML v1.0//EN
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X-ORIGINAL-URL:https://www.servicedeskshow.com
X-WR-CALDESC:Events for Service Desk Show | 19-20 May 2027 | Excel London
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BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250515T150000
DTEND;TZID=Europe/London:20250515T160000
DTSTAMP:20260731T194718
CREATED:20250218T144119Z
LAST-MODIFIED:20250218T144119Z
UID:34382-1747321200-1747324800@www.servicedeskshow.com
SUMMARY:ITAM: A Key Player in Certification and Security
DESCRIPTION:The role of IT Asset Management (ITAM) in today’s IT management is undeniable and rapidly growing. Service desk providers are integrating ITAM tools or developing their own solutions. Surprisingly\, security reasons\, including certifications and audits\, often drive ITAM implementation. Let me introduce the overlooked role of ITAM in supporting certification and security audits. I will explain the data you can gain\, how to work with it\, and why it saves time\, effort\, and money.
URL:https://www.servicedeskshow.com/event/itam-a-key-player-in-certification-and-security-2/
LOCATION:Theatre 3
CATEGORIES:ALVAO
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250515T140000
DTEND;TZID=Europe/London:20250515T150000
DTSTAMP:20260731T194718
CREATED:20250218T144140Z
LAST-MODIFIED:20250226T100211Z
UID:34385-1747317600-1747321200@www.servicedeskshow.com
SUMMARY:Is asset management the most important process?
DESCRIPTION:Asset management can be one of the best places to reduce spending and recover value\, but it’s not sexy so often we neglect it or relegate it to procurement. Yet\, you future AI initiative’s success depends greatly on the accuracy of your knowledge base as well as your repository of Assets Management Database. Let’s expose the value of investing in Asset Management now by exploring how companies use it to comply\, optimize and automate.
URL:https://www.servicedeskshow.com/event/is-asset-management-the-most-important-process-2/
LOCATION:Theatre 3
CATEGORIES:InvGate
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250515T130000
DTEND;TZID=Europe/London:20250515T140000
DTSTAMP:20260731T194718
CREATED:20250218T144117Z
LAST-MODIFIED:20250226T100244Z
UID:34381-1747314000-1747317600@www.servicedeskshow.com
SUMMARY:Are you out of your box?
DESCRIPTION:This presentation explores the paradox of “out-of-the-box” (OOTB) solutions—why organisations strive for OOTB implementations but rarely stick to them. It examines vendor variability\, misaligned frameworks like ITIL\, and evolving needs that challenge OOTB ideals. Through humour and insights\, it uncovers the gap between ambition and reality in IT and ESM projects.
URL:https://www.servicedeskshow.com/event/are-you-out-of-your-box-2/
LOCATION:Theatre 3
CATEGORIES:MarXtar
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250515T120000
DTEND;TZID=Europe/London:20250515T130000
DTSTAMP:20260731T194718
CREATED:20250218T144123Z
LAST-MODIFIED:20250328T135851Z
UID:34384-1747310400-1747314000@www.servicedeskshow.com
SUMMARY:Decoding ITSM excellence with Freddy AI
DESCRIPTION:Just as cryptic crosswords challenge us to decode hidden meanings within clever wordplay\, modern ITSM demands we unravel complex service challenges lurking beneath routine requests. In this interactive session\, discover how Freddy AI acts as your master puzzle-solver\, decoding service patterns with uncomplicated\, trusted AI that scales innovation across your organisation. \nWe’ll explore how United Trust Bank transformed their service operations by implementing Freddy AI. Join us for an engaging experience and learn how Freddy AI helps you decode and solve your most challenging ITSM puzzles. Bring your completed crossword to our booth for a special gift!
URL:https://www.servicedeskshow.com/event/decoding-itsm/
LOCATION:Theatre 3
CATEGORIES:Freshworks
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250515T110000
DTEND;TZID=Europe/London:20250515T120000
DTSTAMP:20260731T194718
CREATED:20250218T144121Z
LAST-MODIFIED:20250424T095531Z
UID:34383-1747306800-1747310400@www.servicedeskshow.com
SUMMARY:Title: Dealing with uncertainty? We’d rather not!
DESCRIPTION:One thing that is true for all organisations is that we must keep changing and innovating to stay relevant and continue fulfilling our purpose today and in the future. However\, structuring our organisations and processes to facilitate effective innovation is a challenge for many organisations and their leaders. \nSo\, how do we create innovative teams? How can we make our own team more innovative? And how do we\, as humans\, deal with the uncertainty and ambiguity that comes with experimentation\, considering most of us don’t particularly like it? In fact\, many people go out of their way to limit\, shorten\, or even deny uncertainty altogether\, even when we understand that experimentation is needed to be innovative and that we learn from our mistakes. \nIn this presentation\, learn from recent academic research conducted with software teams in Germany on uncertainty and intelligent failure. Annemarie will share insights on how people cope with different types of uncertainty on an individual level\, how they influence each other within the context of their team\, and what we can all do to improve the odds of learning and\, in turn\, relevant innovation.
URL:https://www.servicedeskshow.com/event/dealing-with-uncertainty/
LOCATION:Theatre 3
CATEGORIES:TOPdesk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250515T100000
DTEND;TZID=Europe/London:20250515T110000
DTSTAMP:20260731T194718
CREATED:20250218T144114Z
LAST-MODIFIED:20250502T094718Z
UID:34380-1747303200-1747306800@www.servicedeskshow.com
SUMMARY:How IT supports saving lives at sea
DESCRIPTION:This presentation explores how robust IT Service Management (ITSM) is pivotal to the lifesaving operations of the Maritime and Coastguard Agency (MCA). By underpinning critical Blue Light systems\, ITSM ensures seamless communication\, operational efficiency\, and rapid incident response\, directly supporting life-saving missions. It highlights how partnership-driven collaboration empowers teams\, strengthens service reliability\, and fosters innovation. Attendees will discover how IT professionals play a vital role in safeguarding lives\, driving results\, and cultivating a sense of purpose and belonging\, reinforcing the idea that IT is not just a support function but a cornerstone of lifesaving operations at sea.
URL:https://www.servicedeskshow.com/event/how-it-supports-saving-lives-at-sea-2/
LOCATION:Theatre 3
CATEGORIES:Maritime and Coastguard Agency
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250514T150000
DTEND;TZID=Europe/London:20250514T160000
DTSTAMP:20260731T194718
CREATED:20250218T143938Z
LAST-MODIFIED:20250218T145349Z
UID:34364-1747234800-1747238400@www.servicedeskshow.com
SUMMARY:How to retain your talent
DESCRIPTION:In this insightful keynote\, Marc Rowley unpacks the essential strategies for retaining top talent in today’s dynamic workplace. Covering motivation\, fostering inclusion\, and navigating multigenerational teams\, he provides actionable insights to create an engaging work environment. Attendees will learn how to attract the right people\, keep them inspired\, and develop the kind of leadership that employees are naturally drawn to. With a focus on practical solutions and real-world applications\, this session empowers leaders to drive loyalty\, enhance productivity\, and reduce turnover. Don’t miss the opportunity to future-proof your organisation by creating a workplace where talent thrives.
URL:https://www.servicedeskshow.com/event/how-to-retain-your-talent-2/
LOCATION:Theatre 3
CATEGORIES:HIT Leadership
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250514T140000
DTEND;TZID=Europe/London:20250514T150000
DTSTAMP:20260731T194718
CREATED:20250218T143956Z
LAST-MODIFIED:20250226T095101Z
UID:34367-1747231200-1747234800@www.servicedeskshow.com
SUMMARY:The impact of Agentic AI on IT Services and Operations Management
DESCRIPTION:Agentic AI is a hot topic for 2025. But what is it\, what is the real-world impact it can have on IT Services and Operations\, and what does this mean looking further ahead? This session will go through tangible use cases and demonstrations of how ServiceNow is utilising Agentic AI to help customers transform IT services and provide a framework for IT leaders to think about their approach to Agentic AI.
URL:https://www.servicedeskshow.com/event/the-impact-of-agentic-ai-on-it-services-and-operations-management-2/
LOCATION:Theatre 3
CATEGORIES:ServiceNow 
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BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250514T130000
DTEND;TZID=Europe/London:20250514T140000
DTSTAMP:20260731T194718
CREATED:20250218T143937Z
LAST-MODIFIED:20250218T145339Z
UID:34363-1747227600-1747231200@www.servicedeskshow.com
SUMMARY:7 critical touchpoints between ITSM and IT security from a cyber essentials perspective
DESCRIPTION:As cyberthreats become more advanced\, it’s important to pause and check if your ITSM practices meet basic security standards. Today\, ITSM cannot function effectively without being closely connected to IT security processes.\nBy incorporating cybersecurity principles with ITSM practices\, organizations can achieve both robust security and operational efficiency\, enabling a true win-win collaboration. \nThis session introduces the security-first ITSM framework for everyday ITSM practices. The framework based on cybersecurity strategies such as Cyber Essentials aligns service delivery processes with broader organizational security goals and compliance requirements.
URL:https://www.servicedeskshow.com/event/7-critical-touchpoints-between-itsm-and-it-security-from-a-cyber-essentials-perspective-2/
LOCATION:Theatre 3
CATEGORIES:ManageEngine
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250514T120000
DTEND;TZID=Europe/London:20250514T130000
DTSTAMP:20260731T194718
CREATED:20250218T143935Z
LAST-MODIFIED:20250218T145337Z
UID:34362-1747224000-1747227600@www.servicedeskshow.com
SUMMARY:Building a patch management strategy that doesn’t make your end-users mad
DESCRIPTION:Conventional thought is for patching of the operating system and applications on end-user devices to occur during downtime\, and either nag or force users to reboot. But if you look at end-user satisfaction and patch compliance reporting\, this is precisely the wrong approach.\nIn this session\, Jon North turns conventional wisdom upside down. With his method\, there’s better patching\, less frustration\, and happier and more productive users. Join Jon to learn how to rethink your organization’s patch management processes.
URL:https://www.servicedeskshow.com/event/building-a-patch-management-strategy-that-doesnt-make-your-end-users-mad-2/
LOCATION:Theatre 3
CATEGORIES:NinjaOne
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250514T110000
DTEND;TZID=Europe/London:20250514T120000
DTSTAMP:20260731T194718
CREATED:20250218T143954Z
LAST-MODIFIED:20250218T145353Z
UID:34366-1747220400-1747224000@www.servicedeskshow.com
SUMMARY:Chatbot: the road to success\, with some potholes along the way…
DESCRIPTION:Everyone is talking about Chatbots and how AI will deliver improved Service Desks and customer experience in the coming years. This is Arcadis’ journey of implementing their Chatbot\, getting it wrong and then making it a success. By finding our direction\, on what we wanted to achieve\, how and when.\nOur story is about how not making a success of it first time\, taking a step back\, seeking guidance and inspiration from others and bringing together the right team\, we were able to succeed. This is demonstrated by 5% of tickets logged via Chatbot and an improved MTTR and CSAT.
URL:https://www.servicedeskshow.com/event/chatbot-the-road-to-success-with-some-potholes-along-the-way-2/
LOCATION:Theatre 3
CATEGORIES:Arcadis
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250514T100000
DTEND;TZID=Europe/London:20250514T110000
DTSTAMP:20260731T194718
CREATED:20250218T143952Z
LAST-MODIFIED:20250328T134711Z
UID:34365-1747216800-1747220400@www.servicedeskshow.com
SUMMARY:Uncomplicate ESM: Mind the (service) gap
DESCRIPTION:Just as London’s Underground connects distinct neighborhoods through a unified network\, Enterprise Service Management bridges isolated departments into one seamless system. It’s time to “mind the gap” between services that create costly disruptions throughout your organiaation. \nIn this session\, we will help you discover how Freshworks helps organisations identify critical service gaps and effortlessly bridge them\, while creating experiences that are unified\, seamless\, and unstoppable. Join us as we journey through the University of Strathclyde and Princess Alexandra NHS transformations\, discovering how they’ve connected previously isolated service “lines” into unified networks that deliver faster resolutions\, improved satisfaction\, and operational excellence.
URL:https://www.servicedeskshow.com/event/uncomplicate-esm/
LOCATION:Theatre 3
CATEGORIES:Freshworks
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