Agenda - Best Practice and Benchmarking for Service Desk Excellence
10:30 - 10:35 - Welcome
A welcome from our event host, David Wright.
10:35 - 10:55 - Session to be confirmed
Andy Draper, IT Service Desk Manager, Rider Levett Bucknall
11:00 - 11:15 - ManageEngine Session to be confirmed
Speaker to be confirmed
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, Wirpro and Fifisys, 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 - Session to be confirmed
Jason Hayes, Service Desk Manager at NHS South, Central and West CSU
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 - Session to be confirmed
Mark Temple, Assistant Director - Service Management, University of Glasgow
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
Savita Robert, Global IT Service Manager, Clifford Chance
Session details coming soon!
14:40 - 15:10 - Live Q&A Session
Ask your questions to today's speakers, live and in person!