Best Practice & Benchmarking For Service Desk Excellence

10:30 - 10:35 - Welcome

A welcome from our event host, David Wright.

10:35 - 10:55 - Building Bridges – How a Service Desk Can Lead by Example within a organisation

Sarah-Jayne Bulley, Service Delivery Manager (Technical), Euromonitor International

Guiding Service Desks towards greater success and influence within an organisation—the principle of building bridges. Building bridges means connecting people, processes, and technology through best practices to create a seamless, efficient, and forward-thinking environment. It’s about how a service desk can lead by example, setting the standard for excellence that others in the organisation will want to follow.

11:00 - 11:15 - Elevate Your IT Service Desk: The art to finding the right metrics to benchmark for maximum impact

Gunasekaran, Head of Presales, ManageEngine


In the fast-paced world of help desks, there are always opportunities for improvement. The key is selecting the right processes and metrics to focus on. In this webinar, you'll learn
1. How to identify the most impactful metrics for benchmarking
2. Strategies for implementing small, continuous process improvements
3. Leverage data to track and measure service performance

Join us to learn how a smart approach to benchmarking can drive significant performance enhancements and keep your help desk on the path to continuous improvement.

11:20 - 11:40 - Starting with Why?

Barry Conroy, Senior Service Delivery Manager, Relex Solutions

Drawing on his experiences as a service desk leader at Waitrose, John Lewis, Wipro and Fifosys, Barry will be discussing how to set you and your team up for success as you embark on a journey to build best practice and utilise benchmarking in your Service Desk.

11:45 - 12:00 - Break

A quick break for snacks, before the programme resumes.

12:00 - 12:20 - Transforming Service Delivery in NHS IT while achieving SDC

Jason Hayes, Service Desk Manager at NHS South, Central and West CSU

Discover how your service desk can flourish, just like NHS South, Central and West, through a well-designed and implemented set of processes, procedures, and practices. Learn how to onboard new customers seamlessly, deliver value faster, and achieve outstanding customer engagement and satisfaction.
Plus:
✅ Designing and communicating effective processes
✅ Accelerating value delivery
✅ Enhancing customer satisfaction

Don't miss this opportunity to learn from their service improvement journey and explore strategies for your own success.

12:25 - 12:40 - Elevate IT Performance: Key KPIs and Benchmarking Strategies to drive business value

Lakshmi Harikumar, Director - Product Marketing, Freshworks

In the current economic landscape, CIOs face the challenge of driving digital transformation with constrained resources. The 2024 Freshservice IT Service Management Benchmark Report (FBR) provides crucial insights for IT leaders to optimize operations and implement effective solutions efficiently.

Join us as we explore service management capabilities designed to help your organization achieve service excellence and operational efficiency. This session will emphasize the advantages of benchmarking and evaluate key performance indicators (KPIs) to enhance IT services and demonstrate IT's business value.

Key takeaways:
* Driving Continuous Improvement: Learn how benchmarking can foster ongoing enhancements in processes, products, and services.
* Critical KPIs for IT Service Management: Understand the seven essential KPIs and their application in measuring and improving IT service management.
* Strategies for Workforce Efficiency: Discover methods to boost employee satisfaction and agent efficiency, contributing to a high-performing workforce.
* The Impact of Generative AI: Explore the transformative potential of generative AI and its implications for IT service management.

12:45 - 13:05 - Using common measures, processes and platform to improve service delivery

Mark Temple, Assistant Director - Service Management, University of Glasgow

The University of Glasgow has been on a service improvement journey for a number of years now (who hasn’t?), which has led to a stronger focus on common bonds between teams and lines of business, together with (where possible) a common approach to Service Management through shared measures, processes and platform.

In this presentation, Mark will walk through some real world examples of these in action.

13:10 - 13:30 - Break

A quick coffee break

13:30 - 13:45 - Discover how ITIL can help improve the Service Desk... and much more.

Dmitry Isaychenko, Partner Programmes Portfolio Director, PeopleCert

The road to excellence consists of multiple improvement steps. Learn about recent ITIL developments designed to provide enterprises with practical recommendations for achieving improvements that enable business goals.

13:50 - 14:10 - Enhancing User Satisfaction in Service Desk Operations

Smrity Chhetry, Senior Director : Head of Operations - Global Service Desk, Capgemini

In this session, Smrity will explore various methods to measure user satisfaction, such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). These metrics can be efficiently gathered using survey tools like ServiceNow, Happy Signals, and eSurvey. Smrity will also discuss the role of sentiment analysis, identifying the 'what,' 'how,' and 'why' of user sentiments.

Using two case studies from real-life customer interactions, Smrity will demonstrate how best practice can improve customer satisfaction, including prompt response times, effective communication, technical proficiency, and strong problem-solving skills. Smrity will emphasize the importance of focusing on the bottom quartile of service desk professionals to enhance overall service performance. By identifying their challenges and providing targeted support and training, organizations can significantly uplift the performance of the entire team.

14:15 - 14:35 - Session to be confirmed

Jon Menhinick, Head of Service Design and Transition, Clifford Chance,

We embarked on our journey towards achieving 5-star world-class accreditation with a vision to benchmark our operations against the industry’s best, thereby elevating our service to clients. This pursuit stemmed from a desire for self-improvement and a commitment to providing exceptional support aligned with Clifford Chance's strategic direction.

Our journey began with an in-depth analysis of our Service Desk, identifying areas for improvement and leveraging our existing strengths. We developed a strategy with clearly defined measurable goals focused on service quality. Implementing this strategy involved comprehensive staff training, upgraded technologies, and process reengineering to maximise operational efficiency and responsiveness. The benefits of this journey have been substantial: marked improvements in customer satisfaction, operational efficiency, and team morale.

Benchmarking against industry best practices provided a clear roadmap, ensuring we stayed aligned with world class standards. Throughout this process, our focus always remained on the client by fostering a culture of feedback and continuous improvement, we exceeded client expectations.

Our approach to recruiting and retaining the right talent was crucial because it ensured we had a skilled and motivated team capable of driving our initiatives forward. This approach highlighted the importance of building a strong workforce to achieve operational excellence and sustained success.
A pivotal factor in our success has been our unique partnership with Microland who manage our service desk in Bangalore, India. This open and transparent relationship was decisive in driving our service desk transformation. Microland’s clear communication and genuine commitment to our goals have empowered us to effectively tackle challenges, continuously innovate, and achieve exceptional results.

14:40 - 14:55 - Transforming Service Desk Management: Enhancing Experiences for All Users

Richard Crampton, Senior Solutions Engineer, Atlassian

In the past decade, Service Management—including Service Desk Management—has undergone a remarkable transformation. The focus has shifted from tracking operational metrics and KPIs to enhancing user experiences. The consumerization of enterprise technology has raised all our expectations of workplace tools.

Traditionally, organizations have prioritized the experience of end-users (non-IT employees). However, there’s another crucial user group: the service desk agents. As we adopt new technologies and ways of working, it’s essential to balance the needs of all users.

In this session, Richard will showcase innovative ways for ITSM teams to elevate experiences, including:
Enhancing Work Visibility: Empower agents to prioritize effectively by improving visibility into all types of work.
Intelligent AI Adoption: Discover how AI and virtual agents can be leveraged to support diverse user groups.

15:00 - 15:05 - Event close