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, service improvement and customer service excellence.
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 SDI’s exclusive consulting and training partner for the Gulf region, 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
David is the Chief Value & Innovation Officer (CVIO) at SDI and he is responsible for creating, curating, uncovering and discovering business value chains for SDI and its customers. David will be the host of SDI18DXB.
An award-winning leader, auditor and consultant with over 20 years of BPO and ITO service experience ranging from line to service management to business strategy, David is committed to creating world-class, customer-centric services through the creation of inspired, diverse and engaged teams.
David has a wealth of outsourcing and managed service experience with demonstrable success of service delivery across a diverse range of business sectors and customers. As part of the very first team to achieve SDI’s 5 star service desk certification,
David’s mantra of creating excellence at every opportunity is encapsulated in two simple words: inspire and deliver.
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.
Head of IT Service Delivery, ReAssure
Striving to achieve World Class status as part of a four year programme, the ReAssure IT service team received 3 Star Customer-Led rating in February 2018 and were also shortlisted for SDI's Service Desk of the Year award.
Michelle is responsible for driving through service improvement initiatives to improve customer satisfaction and efficiency within relevant business and IT areas and recently implemented a customer experience programme and an IT "Genius Bar" to add to the portfolio of services offered to customers with their changing workplace.
Originally founded in 1963, ReAssure is a life and pensions company that has around £29.6 billion of assets and over 1.9 million policies on their books. ReAssure’s parent company, leading global reinsurer Swiss Re, has been in business since 1863.
IT Service Desk Manager, ReAssure
Striving to achieve World Class status as part of a four year programme, the ReAssure IT service team, led by Stephanie, received 3 Star Customer-Led rating in February 2018 and were also shortlisted for SDI's Service Desk of the Year award.
Stephanie is responsible for managing the day to day running of the ReAssure IT Service Desk team of 12 which supports 2,500 customers and manages relationships between other teams and customers.
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.
Head of Infrastructure and Operations, 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.
Service Desk Manager, Cerner Corporation
AI In 2019 And Beyond
With at least 30% of level 1 Service Desk Support incidents and requests being repetitive, the traditional reactive Service Desk is fading away as AI, machine learning and automation are changing the process and making the IT Service Desk an extraordinary place. Harnessing the power of AI and predictive analysis proactivity in Incident, Problem and availability management is creating possibilities in driving efficiencies across all enterprises, raising productivity, improving decision making, decreasing operational costs and bringing support to users who will eventually see quicker resolutions.
Service Desk Consultant, ACIS-IT
Antoine is a service desk auditor for SDI working with service desks across the Middle East.
Chief Transformation Officer, SDI
Mauricio Corona is an experienced IT and ITSM professional and is considered as one of the Top 25 Thought Leaders in Technical Support and Service Management and by international media as one of the IT Service Management Top 100 Influencers. He holds nineteen ITIL certifications as well as certifications in COBIT, ISO 20000 and 27000, PRINCE2 and MCP. In addition to teaching graduate-level courses at La Salle University, Anahuac University and Panamericana University in Mexico, Mauricio is also an international speaker.
In 2011, Mauricio founded BP Gurus – experts in Information Technology, gurus in best practices – based in Mexico City to provide cutting-edge and highly specialised consulting and training services in Latin America.
Mauricio was appointed as official reviewer of the ITIL 2011 edition and the ITIL Maturity Model and Self Assessment as well as official Translator for ITIL 2011 ITIL certification exams and Latin American Spanish Glossary. In 2016, Mauricio was appointed by Axelos to review for the ITIL Practitioner certification and ITIL Practitioner book. In 2017, Mauricio was again invited to be on the expert team from across the globe to work on the latest ITIL update. In 2018, Mauricio was appointed as a member of the SDI Board.
Head of MEA, SDI
Nabil is SDI's exclusive representative in the Middle East responsible for growing the brand and the reach of SDI's products and services to service desks in the region.
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