Join Shine17, the online ITSM conference from SDI. “What I love about SDI Shine is that wherever you are in the world you can view all, a few, or just one session completely free of charge. It doesn’t matter if something comes up and you can’t join live – they’re all recorded so you can watch at a time that’s better for you.” Shine17 is sponsored by Happy Signals – Employee Experience made easy and actionable What is Shine17? Shine17 is SDI’s free, online conference for service desk professionals everywhere. Register now, then join us on 26 October to hear inspiring ITSM speakers present live from around the world. You can attend as many sessions as you like, without travelling anywhere or spending any money. How do I attend? Simply complete the quick registration and you’ll be able to join the live event through a single link. Easy! You’ll hear the speaker and see their slides on your screen, and be able to post questions. You’ll also get access to the recordings so you can catch up with those you don’t see live later. I’ve registered – what happens next? Put the date in your diary! Nearer to the time we’ll be sending out the link for you to use on the day – meanwhile you can check back here to remind yourself of the agenda. Please spread the word by sharing this page, and keep an eye out on SDI’s social media pages for Shine17 speaker updates. Shine17 Agenda – 26 October 2017 Times given are in British Summer Time (BST) 6am – Karen Ferris Bringing AGILity to Service Management – Rapid Results, Right Results s The presentation takes the audience on a journey of process improvement (in pictures) where the ‘waterfall’ approach to implementing improvements from a CSI register is utilised. The outcomes are not what were expected! An alternative approach is presented where we borrow from the world of software development and apply an ‘agile’ approach to process improvement and explore the resultant benefits. 7am – Kiran Pabbathi Best Practices for ITSM tool configuration Today we have a legion of multifarious ITSM tools. The ulterior motive of an ITSM tool is to record and process the information on IT operational activities, publish the information to all the relevant stakeholders, and enable the management to make effective decisions with respect to IT services and its assets. A company might purchase the world’s best ITSM tool considering divergent factors (like business requirements, user friendliness, ease of customization, ability to integrate with other IT systems, ability to sync with latest technologies, and compliance with the ITSM best practice frameworks and ISO standards), but if the tools team is not up to the mark in customising, configuring and implementing the ITSM tool then all the efforts go for a rout. Hence my talk and presentation is to explicate and elucidate the most decisive things which would break or make the effectiveness of ITSM tools functionality. 8am – Pasi Nikkanen Make employee experience the most meaningful service desk metric This showcase of three customer case studies explains how to leverage employee experience and the benefits of doing so. How to change the internal discussion from ‘service desk performance’ to ‘service performance’. The value of creating contracts based on employee experience, not just SLAs. Third topic is how employee experience is used as the main input for DevOps cycles. So, if your SLAs are ‘green’ but employees are complaining, this is where to start. 9am – Mark Smalley How to ‘sell’ the value of ITSM to business executives ITSM practitioners often struggle to articulate the value of their work in terms that the business understands, making it difficult to find executive support and funding for improvement initiatives. Mark will share a way of translating ITSM efforts into IT services with better utility, warranty and speed of delivery, and lower costs, translating them in turn into business goals such as mores sales, higher prices, lower business costs and risks. This will not only show you how to identify the business value of your efforts, but provide you with a way of articulating the value in ‘MBA-speak’. Mark will also provide the broader context by sharing his thoughts on the ITSM industry, based on observations at more than twenty conferences at which he’s spoken since the previous Shine conference. 11am – Stuart Beale Self-Solve – The Reality. How do I get my customers to solve their own ICT issues and requests? A “Shift-Left” journey for Leicestershire County Council’s Service Desk. Stuart will cover: · Reducing contacts to the Service Desk · Ticket journey efficiency · Contact Channel use · A Self-Serve Portal · Shift-Left, from where to where · Our results and how we got there 12pm – Rui Soares Risk: It is not a game Addressing risk is a complex issue, with different levels of application and scope such as business, operational, technological, information security that need integration. The purpose of this presentation is to share lessons learned in risk analysis and risk management during client projects over the last 10 years. 2pm – Pascal Marchand Feel the global support vibe! Pascal explores the biggest challenges in getting global support on the rails. 3pm – Sami Kallio How 110,000 employees feel about Service Management In this presentation, Sami is talking about Employee Experience in context of service management. He will speak about what makes people happy and what they hate. He will also reveal some new data collected from more than 200 organisations, 90 countries and more than 110,000 individual employee’s feedback. Before the presentation, you can check the current benchmark from Happy Signals. 4pm – Dr. Mauricio Corona Logrando una gran experiencia del cliente a través de un Service Desk espectacular Translation: Achieving a great customer experience through a brilliant service desk [Mauricio will be presenting in Latin American Spanish] 5pm – Julie Mohr Living in the Disruption Economy: Why our customers are screaming for change and we’re still not listening As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. No longer are customers willing to put up with bureaucratic global enterprises who are slow to change and create unnecessary friction for the consumer. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over the network TV station. If we are not careful in IT, we will also become extinct. We need to develop strategies that innovate, reduce friction and stop waiting for our customers to come to us. And knowledge is the key to our success. 6pm – Javier Lopez Casarin Innovation: concept, challenges and effects in México 7pm – Eric Figgins Successful chat implementation Proper implementation of chat is different than other initiatives that impact the support organization or I.T. It is crucial because it is the addition of a new CHANNEL of service for the service desk. There must be careful strategy, planning, roll-out, and maintenance (CSI), as customer satisfaction is at stake. Chat service is a prime area of the shift left movement. Solving incidents for customers through chat and knowledge automation will yield cost savings for service centers of all types. 8pm – Jeff Rumburg Any Time, Any Place – The Ultimate Customer Experience! The growth of multi-channel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. Maximizing the customer experience requires that services be tailored for each channel and device. In this session Jeff Rumburg, Managing Partner of MetricNet, and winner of the 2014 Ron Muns Lifetime Achievement Award, will discuss how organizations have harnessed the potential of “Any Time, Any Place” support to drive and sustain high levels of customer engagement. From case studies and benchmarking data, he will provide real-world examples of the power of multi-channel, multi-device support in today’s complex IT enterprise. 9pm – Ryan Ogilvie Right Sizing Your Metrics In this session Ryan will explore effective ways to ensure you are defining and measuring service desk metrics at the right levels to help achieve your organization’s desired business outcomes 10pm – Mahantesh Katageri Elevating Colleague Experience In this session, you will be hearing a few best practices and methods that have been implemented to help us deliver delightful experience to our colleagues and also increasing the adoption of our Service Desk.