SDI Member Meet-Up: IT Service Desk Secrets Unlocked

Arrival, networking and coffee

Welcome with John & Craig

John Noctor, Chief Customer Success Officer, SDI & today’s host Craig Lawrenson, BDO LLP

John and Craig will open the event with a warm welcome, an introduction to the SDI Member Meet-Up and a brief look at what’s happening across the SDI community.

Hear from the BDO Service Delivery Team: Craig Lawrenson, Lee Trimmer, Sam Punnett & Colin Hutchens

Discover how BDO is embracing innovation to enhance service delivery and improve the employee experience. The team will share practical examples of initiatives that have helped tackle real-world challenges, such as the Virtual Tech Bar and BDO VERIFY, offering valuable insights into the thinking, implementation and outcomes behind their approach. Expect honest lessons learned, innovative ideas and practical takeaways that can inspire your own service management journey.

Structuring Your Organisation for Enterprise Service Management: The case for a Service Management Office

Darren Rose, Service Transformation Partner, FSP

Most organisations arrive at Enterprise Service Management having already done the hard work in IT; a functioning service desk, a maturing catalogue, sensible processes. The instinct is to replicate that model across HR, Finance and Facilities, and that is quietly where things come apart. Drawing on real implementation experience, this session makes the case for the Service Management Office: a cross-domain centre of excellence that deliberately sits outside IT. We’ll look at how an SMO is structured, the practices and roles, and how it holds service delivery together as an organisation matures.

Lunch & Networking

Take a break to enjoy lunch and refreshments while connecting with peers, exchanging experiences and expanding your professional network.

Lost in Service

Rob Simms, Customer Service and Support Manager, Linney

Performance was strong, customers were happy, but the team had started to drift. Join Rob Simms as he shares how a service desk rediscovered its identity and redefined its aspirations around three simple principles: Squad, Self and Customer.

Speaker To Be Confirmed

Speaker Announcement Coming Soon

Networking & Close

We’ll round off the afternoon with some final conversations and thanks to everyone for contributing to another successful SDI Member Meet-Up.