11:00-11:10 - Welcome
A welcome from our event host Scarlett Bayes, Senior Research Analyst at the Service Desk Institute.
11:10-11:30 - Presentation
Anirudh Garudangiri, Service Coordinator, IBM India Pvt Ltd
11:35-11:55 - Presentation
Paul Whitwell, Head of Service Delivery, The Insolvency Service
Paul has significant experience in ITSM project delivery , end-to-end project management and IT Transformation initiatives. Paul is a big advocate of a customer-centric approach to service optimisation, engaging with stakeholders to define end-user requirements, enhance ways-of-working and implement new processes and models to meet business needs.
Presentation - 12:00-12:20
Abol Froushan, Digital Transformation Guru, The Camelot Network
Abol is passionate about helping companies develop digital capabilities to reinvent themselves through innovation and become truly customer centric.
12:25-12:45 - Break
Break before the programme resumes.
12:45-13:00 - Presentation
Customer Centric performance Metrics, presented by Freshworks UK
13:05-13:25 - Presentation
James Moulding, ICT Service Desk Manager, Norfolk and Suffolk NHS Foundation Trust
13:30-13:50 - Presentation
Scarlett Bayes, Senior Industry Analyst, Service Desk Institute
Scarlett will discuss the shift we are seeing within ITSM - placing more importance on the customer experience over more traditional metrics.
13:55-14:15 - Break
A break before the programme resumes.
14:15-14:35 - Presentation
Jeff Rumburg, CEO and Managing Partner of MetricNet, LLC.
14:40-15:00 - Presentation
Dean Underwood, Global IT Services Director, Sophos
As a Global IT Services Director, Dean is responsible for the delivery and transformation of IT Services globally. He manages a large global team which focuses on delivering improvements in customer experience, business engagement and drive value out of the service organisation by leveraging new emerging technologies.