Automation Tools Demo Day - Service Desk Institute

John Noctor

Head of Service Transformation, SDI

John Noctor

Sumit De

Lead Solutions Specialist, Freshworks

Sumit De

Conor Hamilton

Pre Sales Consultant, Hornbill

Conor Hamilton

A true subject matter expert, Conor has more than a decade of consultancy expertise in Enterprise Service Management advising & on boarding more than 80 of Europe’s leading brands through their Digital Transformation and ESM journeys. Taking his wealth of best practice Conor is one of Hornbill’s leading pre-sales consultants and is a key reason why Hornbill has the highest user adoption rates in the industry.

Patrick Bolger

Chief Evangelist, Hornbill

Patrick Bolger

Patrick Bolger, Hornbill’s Chief Evangelist, is an active contributor to strategic groups and partnerships that influence the service management industry. An industry veteran, with first-hand experience of the issues facing IT, Patrick is a recognised authority in the service management arena and a compelling and popular speaker at events worldwide.

Jack Williams

TOPdesk Account Manager, TOPdesk

Jack Williams

An Account Manager with TOPdesk, Jack has been with the company since 2014, with a record of accomplishment in delivering outstanding support to existing and potential customers, helping them deliver Service Excellence at their organisations. His key strengths include: Teamwork, communication and relationship building.

Luke Linford

Senior Account Executive, SysAid

Luke Linford

A seasoned Account Executive at SysAid covering EMEA and APAC. He works with companies to optimize their service desk through the use of automation. While Luke’s main focus is on end-user experience and reducing headaches for IT departments, his main priority is increasing the effectiveness of organizations’ critical processes.

Sheena Hargrove

Sr. Solutions Consultant, Nexthink

Sheena Hargrove

As a Sr. Solution Engineer, I am the primary technical resource and product evangelist for the End User Computing Solution. Responsible for building technical understanding and credibility during the sales process and positioning professional services where appropriate to ensure success of our EUC solutions.

Agenda - Automation Tools Demo Day

10:30 - 10:35 - Welcome

A welcome from our event host, John Noctor, SDI.

10:35 - 11:00 - Freshworks Software Demo

Sumit De, Lead Solutions Specialist, Freshworks

'How to deliver more value with less in 2023'

In a time where there are constantly growing expectations for IT and technology to deliver more while investment and resources aren't always easily available, we'll show you how Freshservice can empower your service teams to provide more value, increase efficiency, and drive down our costs at the same time.

11:05 - 11:30 - Hornbill Software Demo

Patrick Bolger, Chief Evangelist, Hornbill and Conor Hamilton, Pre Sales Consultant, Hornbill

'Experience is the new battlefield'

In 2022, 4 million people switched jobs or started new careers each month. With employee loyalty at an all-time low, and staff more widely distributed that ever, EX is the next massive area of investment for businesses to attract and retain talent. Enterprise Service Management (ESM) is now mainstream, but it is often approached from an IT perspective. If everything runs through IT, you have already failed, and with IT self-service user adoption rates still staggeringly low, getting EX right is critical.

Patrick’s session outlines the approach taken by Hornbill’s most successful ESM customers and includes a product demo from Conor.

11:35 - 12:00 - TOPdesk Software Demo

Jack Williams, TOPdesk Account Manager, TOPdesk

'Working with TOPdesk and its solution'

Organisations work with TOPdesk to help tame the chaos of their daily operations. Only through working better and together, is it possible to deliver continuous value to your organisation and customers.

Automating menial and manual tasks ultimately drive user satisfaction, resulting in more effective and efficient service delivery to customers. Working with an Enterprise Service Management organisation will help drive this change not just through a product itself, but by ensuring it is aligned to you processes and goals.

This session will cover what TOPdesk offers to deliver this for customers and dive into the solution too.

12:05 - 12:15 - Break

A quick break for snacks, before the programme resumes.

12:15 - 12:40 - Sunrise Software Demo

Sunrise Software Demo

12:45 - 13:10 - SysAid Software Demo

Luke Linford, Senior Accounts Executive, SysAid

'How to use SysAid AI for Teams to delight employees and drive efficiencies'

SysAid empowers organizations to deliver outstanding services efficiently and effectively, everywhere your business needs them. Our multi-layered ITSM and Service Desk solutions streamline service delivery by incorporating automation into every aspect.

During this session, we will showcase SysAid AI for Teams, our NLP-based conversational bot. This bot transforms IT service by replacing traditional forms and emails with personalized assistance, allowing end-users to easily access answers, manage tickets, check status, and receive real-time updates - all accessible 24/7 from any location.

13:15 - 13:40 - ManageEngine Software Demo

ManageEngine Software Demo

13:45 - 14:00 - Break

A quick coffee break

14:00 - 14:25 - Nexthink Software Demo

Sheena Hargrove, Sr. Solutions Consultant, Nexthink

'Nexthink Amplify - Close Tickets Faster and Escalate Less'

Your service desk is struggling. Agents have to rely on end user involvement, are forced to move between dispersed tools, lack insights to diagnose accurately, and lack tools to remediate fast. The result? Tickets take too long to fix and too many are escalated to more costly teams. All of this drives up handling time and MTTR - not to mention the bottom line.

Join us to discover how Nexthink Amplify can help you strengthen your service desk and empower frontline agents to close tickets faster and escalate less, leading to immediate reductions in call duration and resolution time, and overall efficiency gains in the service desk and end user support.

You’ll also learn how to:
View all devices, apps connections and executions in real-time
Identify the context, scope, and impact of issues through machine learning
Resolve issues fast via smart automations targeted remediations, and employee self-help

14:30 - 14:55 - NinjaOne Software Demo

NinjaOne Software Demo

15:00-15.20 - Q&A Session

Ask our software experts your questions about tool selection, implementation and automating more.

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John Noctor

Head of Service Transformation, SDI

John Noctor

Sumit De

Lead Solutions Specialist, Freshworks

Sumit De

Conor Hamilton

Pre Sales Consultant, Hornbill

Conor Hamilton

Patrick Bolger

Chief Evangelist, Hornbill

Patrick Bolger

Jack Williams

TOPdesk Account Manager, TOPdesk

Jack Williams

Luke Linford

Senior Account Executive, SysAid

Luke Linford

Sheena Hargrove

Sr. Solutions Consultant, Nexthink

Sheena Hargrove

Agenda - Automation Tools Demo Day