SDI18DXB brings together the ITSM community from across the Middle East to network and hear from some of the best speakers on the future of IT service, automation and service improvement.
SDI18DXB will inspire the ITSM community with a brilliant line-up of hand-picked speakers and industry leaders.
Discover how to begin your journey to continual service improvement and learn powerful ways to quickly improve your service operation from service desks who have real success stories to share.
For every ticket purchased for #SDI18DXB, we will give you a voucher to the value of the ticket price to redeem on SDI training taking place locally in Dubai through our training partner ACIS-IT.
Tickets for this event can be purchased in the currency of your choice – AED, £GBP or US$.
If you are a supplier of ITSM related products or services, why not take a stand at the exhibition that will run alongside this event. To find out more simply email firstname.lastname@example.org or contact a member of the local Dubai team on 00971-52-2365596
Al Marsa Street
66, Dubai Marina
32923 – Dubai
United Arab Emirates
Chief Value & Innovation Officer, SDI
Vice President - Head of Service Desk, Investcorp
Ilyas leads IT service delivery and the global support team at leading investment bank Investcorp, headquartered in Bahrain, with a dispersed team across seven locations including Bahrain, London, New York, Abu Dhabi, Riyadh, Doha and Singapore.
Practice Lead - IT Service & Operations Management, PwC
Rosh leads PwC’s UK Assurance practice for IT Service & Operations Management and is a board director of the itSMF. Rosh has 20+ years of global ITSM experience across a variety of industries and is currently advising AXELOS on the ITIL update after having previously advised the SDI on updating Service Desk standards. Rosh is passionate about utilising best practice frameworks and methodologies to help organisations improve their operational resilience and mitigate technology risk, while maintaining a customer-centric approach when delivering technology solutions at velocity.
IT Operations Manager, PepsiCo
Accountable for the management and delivery of end-to-end IT services to all PepsiCo business units and users across North East Africa and Eastern Mediterranean.
Senior Consultant, Forrester
Duncan is a Senior Consultant within Forrester's Business Technology service delivery consulting practice. He is an experienced IT Service Management professional who has worked in consulting, banking, publishing and telecoms companies. As well as IT Service Management, he has extensive experience in Information Security and Programme and Project Management.
Prior to joining Forrester, Duncan worked for Realising Value as a consultant, analyst and author. During this this time he co-authored the Service Integration and Management Body of Knowledge book. He has been a lead Service Delivery Manager within a number of organizations, implementing customer obsessed IT operating models, which deliver better business outcomes. He led the delivery of the ISO27001 security standard for BlackBerry across Europe after recognising the unique business case within the company, as it launched in new territories.
IT Service Desk Lead, King Abdullah University of Science and Technology
Leading a team of over 24 IT Service Desk Agents and Analysts at KAUST, the forefront research university in the greater Middle East region.
A 24/7 Center has many challenges and exciting opportunities for efficiency gains via new technology adoption, smart work methods and constant refinement.
We achieved a high 3 star rating on the SDI certification program for the whole Service Desk area, which appreciates the dedication and efforts that the whole team has contributed.
Regional IT Support Division Manager, Chalhoub Group
The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the Group has become a major player in the beauty, fashion and gift sectors regionally.
By blending its Middle East expertise and intimate knowledge of luxury, the Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.
With a growing workforce of more than 12,000 people, implemented in 14 countries, as well as operating over 650 retail stores, the Group's success is attributed to its most valued asset: highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.
By being committed to implementing sustainable practices into their business, the Chalhoub Group was awarded in 2016, for the fourth consecutive year, the CSR Label from the Dubai Chamber of Commerce and has been accepted as a new member of the United Nations Global Compact Community.
SDI Country Partner, Dubai
Service Desk Consultant, Signature Consultancy
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