Agenda - Service Transformation
09:40-09:45 - Welcome
An introduction to the event from our host Scarlett Bayes, Senior Research Analyst at the SDI
09:45-10:10 - Presentation
Siddharth Chaturvedi, Senior Director, Capgemini
Siddharth will talk us through Capgemini's global service desk transformation!
10:10-10:30 - Presentation
Jonathan Graham, Founder, Lawford Knight
5 Steps To Saving Your IT Transformation
Large IT projects are 20 times more likely to fail than similar sized projects in other industries. Why is this? The answer is not simple, and many different aspects can come into play causing a project to overrun.
Whilst the technical aspects of a project are sometimes the cause of failure, losing the users or not engaging them in the first place is a sure recipe for disaster. Getting the technical aspects right but forgetting about adoption still results in the new system being used improperly or not at all.
So, what can you do when you see that your users are not buying in to the system and your investment looks like it will be heading down the drain? Jonathan’s talk will cover the 5 things you can do as soon as you see an issue arising.
10:35-10.50 - Presentation
Jonathan Whan, Associate Director of IT, W20 Group
Scale Up And Speed Up IT Support
W2O Group is an analytics-driven, creative marketing and communications firm that empowers brands with the right data and insight-driven actions. Join Sunny Singh from Freshworks as he speaks to Johnathan Whan, Associate Director IT, on how they scaled their service desk from a legacy solution to service over 1600 employees in over 18 different offices.
You’ll also hear about how they’re driving portal adoption and efficiency through self-service functionality.
10:55-11:20 - Interlude
Time to grab a quick coffee and comfort break!
11:20-11:40 - Presentation
Amandip Minhas, Geography Delivery Head - Cloud and Infrastructure Services, Wipro Ltd
11:45-12:05 - Presentation
Poonam Chauhan, Head of IT Service Management, Essentra
Follow The Sun In-sourcing
The benefits of Essentra’s in-sourcing journey included local knowledge, shared cultures and interests, along with the ability to provide multi-language support 24 hours a day. A team that was diverse in backgrounds, experience, and gender, considering the best skills for the role, to deliver a service experience that would consider the requirements of as many users as possible.
12:10-12.25 - Presentation
Neville Ward, Senior ESM Engineer, Micro Focus
Transforming Service Management for Generation Y
The balancing act for Service Management is deliver within a volatile ever-changing environment while meeting the expectations of the users – but are the current suite of service management or even ESM tools, meet the changing requirements of Generation Y - and what does Generation Y expect from their help desk?
Join Micro Focus expert Neville Ward, as he reviews and predicts how the next generation will interact with your service desk – and we are not talking about just tinkering with the UI or UX! Neville will be examining the trends of Generation Y, including the use of social and requirement for application instant response – and, how AI, machine learning and self-service portals can support the delivery near zero-touch service management for instant user gratification.
Interlude - 12:30-12:45
Time to grab a quick bite to eat and comfort break!
12:45-13.05 - Presentation
Farah Remtulla, Managing Director Advisory, KPMG
Service Desk For The Enterprise
13:10-13:25 - Presentation
Simone Jo Moore, Industry Thought Leader, on behalf of PeopleCert and Axelos
Value Flows Where Empathy Shows
Empathy is a skill we use to influence relationships, outcomes and experience. This lightning talk session looks at the need for an empathy culture to adjust the way we co-create value through the customer and employee journey.
ITIL 4® provides guidance on embedding desirable and sustainable behaviours that go beyond understanding the context of the other person in our interactions. It’s a focus on being human, coupled with thoughtfully mixing our support practices and technology. We’ll introduce a technique you and your teams can use to strengthen the empathy vital for communication, influence, collaboration, reducing stress and increasing resilience.