Agenda - Transforming Digital Workplace Services
10:30 - 10:35 - Welcome
A welcome from our event host, David Wright.
10:35 - 10:55 - Error 404: Human Not Found: The People Impact of AI and Automation in the Service Desk
Sean Burkinshaw, ITIL Specialist, BT
Automation and AI. Where uncertainty meets opportunity in our industry. Amidst the noise of conflicting headlines, let's decipher the possible implications of these advancements.
Join me to explore the human side of automation and AI, examining the impact to our people and our customers. Uncover risks and benefits, empowering leaders to navigate with confidence and individuals to embrace change. Prepare to confront AI anxiety head-on and emerge equipped to thrive in the evolving landscape.
11:00 - 11:15 - Servicing the enterprise: Bringing IT together with AI for better workplace experiences
Radhika Narayanan, Product Marketing Specialist, Freshworks
In today’s increasingly digital world, the role of IT Service Management (ITSM) has never been more vital. An adept ITSM team is instrumental in cost reduction, risk mitigation, and fostering a high-performance culture among employees. As organizations prioritize their investments in ITSM, the spotlight is on innovative solutions that leverage artificial intelligence (AI) as a pivotal support tool.
Join us for an in-depth exploration on how to bring together the most critical functions of your ITSM with AI to help boost agent productivity, improve organizational efficiency, and lift ROI. Here’s what you can expect:
Navigating the IT landscape: We’ll explore the current state of IT, shedding light on the prevalent trends shaping the industry and the challenges keeping executives up at night. We’ll also discuss the opportunities that have arisen in this evolving landscape and guide you on how to seize them.
AI's role in IT: Our panel of speakers will delve into AI's pivotal role for ITSM, moving beyond hype to understand its real, transformative power. We’ll provide comprehensive insights and strategies for successfully implementing AI in your organization to maximize its full potential.
Freshworks’ perspective: We’ll share how Freshservice, Freshworks’ flagship IT solution, is helping some of the largest enterprise organizations focus on delivering exceptional service delivery and improving employee experience. You’ll learn how the platform goes beyond conventional ITSM, reimagining the way enterprises manage and optimize their IT services in the era of AI.
11:20 - 11:40 - AI Revolutionizing Digital Workplace Services: Unlocking Efficiency, Innovation, and Engagement
Nilormi Das, Technology Consulting Manager, Accenture
In today's rapidly evolving digital landscape, artificial intelligence (AI) stands as a transformative force, reshaping the way organizations operate and employees engage with technology.
By integrating AI into digital workplace services, businesses can unlock unparalleled efficiency, foster innovation, and elevate employee engagement to new heights. AI-powered virtual assistants streamline mundane tasks, allowing employees to focus on strategic initiatives.
How? Natural language processing enables intuitive communication with digital platforms, enhancing user experiences and driving productivity. Machine learning algorithms analyze vast datasets to uncover insights, empowering decision-makers frontline workers or support desk with actionable intelligence.
Furthermore, AI-driven automation optimizes workflows, reducing manual intervention and minimizing errors. Predictive analytics anticipate future trends and user needs, enabling proactive support and personalized experiences for customers . With AI at the helm, digital workplace services evolve from mere tools to indispensable partners, catalyzing organizational success in the ever-changing digital landscape.
In this event, explore how AI is revolutionizing digital workplaces, and discover the endless possibilities it unlocks for organizations poised to embrace the future of work.
11:45 - 12:00 - Break
A quick break for snacks, before the programme resumes.
12:00 - 12:20 - How Remote Digital Workspace has impacted IT Service Delivery
Richard Judge, IT Service Delivery Expert
IT Hardware Shortages: Companies cope with shortages by utilizing available resources, repairing faulty machines, and implementing flexible funding. Cloud and Virtual solutions with BYOD policies are essential, alongside extending the service life of existing equipment.
Procurement Process: Automated, Flexible and scalable procurement processes are designed, utilizing vendors who can integrate with your backend systems, ship directly to end-users to save costs and create a smooth streamlined onboarding process.
Scaling Remote Work: Enhancements to VPN services, increased remote access licenses, and ensuring remote IT teams have adequate equipment are crucial. Utilizing Cloud services for data backup and restoration, while encouraging user-initiated work profiles for apps to enhance flexibility.
Support Strategies: Balancing field support visits and remote assistance considers operational and logistics costs. Reduced office space and storage costs are noted, with Hybrid work model increases team well-being, but need to focus more on in-person team building to continue being highly effective.
Adapting to Modern Challenges: The pandemic underscores the need for improved IT literacy, IT hardware and ergonomic setups for remote workstations. Best practices, IT coaching, and ensuring everyone has access to suitable equipment are emphasized, alongside improved security practices.
12:25 - 12:40 - Why Human Centric IT Experience Management?
Mark Bewick, Senior IT Experience Management Advisor, HappySignals
· Frustrated with how IT is perceived in your organization?
· Tired of ‘guessing’ where to make IT and business improvements?
· Suffering from the ‘Watermelon Effect’ where SLAs are all green, but the business is still unhappy with IT?
· Confused by all the industry talk of ‘XLAs’?
· Want to improve business productivity and happiness without knowing where to start?
In this session, Mark will introduce you to human-centric IT experience management approach and how it will help you to gain happier end users, improve decision-making, and increase productivity. Mark discusses the importance of human-centric IT experience management in understanding how employees feel about IT services. It highlights the frustration in IT management caused by limited metrics and introduces the concept of the ‘watermelon effect.’
Why to attend? Learn:
· Why IT needs to focus on the happiness and productivity of end users and how this can lead to better collaboration with business stakeholders.
· What are the benefits of human-centric IT, including happier end-users and improved decision-making.
· How to start? Get practical tips for implementing human-centric IT and access valuable resources for ongoing learning.
Key Takeaways
· Human-centric IT experience management focuses on understanding how employees feel about IT services and improving their happiness and productivity.
· The ‘watermelon effect’ refers to the discrepancy between green metrics that show IT is working well and the complaints and frustrations of end users.
· By collecting experience data and sharing it with IT teams, partners, and vendors, organizations can make better decisions and improve the value they deliver to end users.
· Human-centric IT can lead to benefits such as happier end users, improved decision-making, and increased productivity.
· To get started with human-centric IT, organizations need to collect experience data, establish ways of working, and gradually move towards focusing on XLAs and productivity.
12:45 - 13:05 - Nina, Tony & Friends - Customer Personas and Journey Mapping
Alex Harding, Head of IT Services, Runshaw College
Follow the journey of Nina a high performing student, and Tony her supportive teacher as they explore technology and consume the services we provide.
We'll take a deep dive into Agile techniques such as creating user/customer Personas, and look into journey mapping. This will help you understand how you can use these to inform your decision making, review value creation touch-points and help your staff develop empathy with their customer base.
13:10 - 13:30 - Break
A quick coffee break
13:30 - 13:45 - Nexthink - Transform Your Service Desk with Digital Employee Experience
Scott Pope, Senior Value Advisory Consultant, Nexthink
Service desk teams face challenges in a dynamic workplace, aiming to do more with less. Without real-time unified user and device information, service desks are forced to rely on employee-reported issues, leading to constant firefighting, escalated resource needs, and higher costs.
It's time for a change. Join this session to understand how Nexthink provides human-centric visibility across your digital workplace, providing actionable intelligence for swift incident resolution, improved employee satisfaction, and maximum efficiency for your service desk.
13:50 - 14:10 - Expanded Scope of Enterprise IT in the AI-Enabled Digital Workplace
Mrinal Rai, Assistant Director and Principal Analyst, ISG
As global enterprises invest in technologies to transform their digital workplace, the scope of work of their IT organizations has expanded. It is no longer a department that resolves issues as they occur. Modern enterprise IT manages a comprehensive ecosystem of tools, processes and services to ensure a high, uninterrupted and productive end-user experience. This involves leveraging proactive monitoring and predictive analytics to identify and remediate issues and quantify the user experience. It is also about providing a seamless experience for end users, regardless of device, network, or location, both in the office and while working remotely. It also extends to technologies that front-end the end users, such as unified communication, collaboration and connected work management. It also extends to modern physical workspace management as enterprises consider return-to-office policies. The advent of AI unlocks a great potential to impact the diverse elements in this expanded ecosystem.
In this session, Mrinal will double-click on modern IT organizations' expanded scope, including designing and managing a human-centric and experience-focused digital workplace. He will also discuss enterprise outsourcing spending in this expanded digital workplace technology ecosystem. Attendees can learn why it is essential to holistically envision their digital workplace environment and some best practices to leverage AI to efficiently manage this expanded scope.
14:15 - 14:45 - Live Q&A Session
Ask your questions to today's speakers, live and in person!