Service Desk Excellence: Unleashing the Fun in Continual Improvement!

Arrive & register

Tea, coffee, networking and expo

Welcome address

Welcome to today’s event with SDI’s host John Noctor.

Better Every Day: How We Made CSI Stick

Alex Harding, Head of IT Services, Runshaw College

This session explores how a small, focused service desk team in the public sector embedded continual service improvement into the fabric of daily operations. Rather than treating CSI as a project or phase, the team made it a mindset—driven by user feedback, frontline ownership, and a commitment to refining what works. From small tweaks to major shifts, every improvement was intentional, measurable, and sustainable. Attendees will learn how to build momentum, foster a culture of curiosity, and make CSI stick—regardless of team size or resources.

CInception (Better at Every Level)

Rob Simms, Customer Service and Support Manager, Linney

What happens when you improve the way you improve… while improving? Rob reveals how Linney’s digital signage team transformation journey grew team skills and service quality in one seamless loop

Beyond the Buzz: Practical AI for IT Service Desks

David Bullivant, Senior Solutions Consultant, Sunrise Software & Andy Jones, ITSM System Developer, Mid Mersey Digital Alliance

AI isn’t just the latest industry trend — it’s changing the game for service desks everywhere. In this session, David will explore how artificial intelligence is being used in real life to solve everyday challenges, boost efficiency, and enhance user experience. We’ll be joined by Andy Jones, a valued Sunrise customer, who’ll share the AI successes he’s seen first-hand within his organisation. And you’ll get an exclusive look at how Sunrise is taking AI-powered service management to the next level.

Tea, coffee, networking & expo

Turning experience into action: Common improvement areas as told by millions of people!

Mark Bewick, Senior ITXM Advisor, HappySignals

What if you could tap into millions of employee voices to guide your IT improvement strategy? In this session, we’ll explore the most common challenges employees face in their interactions with IT—and the proven methods organizations have used to overcome them. Backed by real-world feedback data, we’ll uncover:

• The main reasons for unhappiness in IT support
• Why the Service Portal often frustrates more than it helps
• How to reduce ticket reassignments and improve resolution speed
• Why chasing high satisfaction targets can backfire – and what to do instead

Whether you’re just starting your ITXM journey or refining your continual improvement practices, this session will equip you with actionable insights that turn experience into measurable impact.

Roundtable session

Small group discussions on aspects of continuous improvement

Lunch, networking & expo

Beyond SLAs: Evolving to persona- based XLAs and a culture of continuous improvement

Amin Tavakoli, Managing Director – Digital Workplace EMEA, SCC

Traditional SLAs focus on numbers. But in a world driven by digital experience, are response times and uptime still the best indicators of success? In this session, we’ll explore the journey from SLA-centric IT service models to persona-based XLAs that measure and act on real user experience, supported by a culture of continuous improvement. We then take it even further with Productivity Level Agreements (PLAs) that connects service desk with what truly matters: user productivity.

Key Takeaways:

1. Understanding why SLAs are no longer sufficient
2. How to approach persona-based XLAs that reflect diverse user expectations
3. Journey towards PLAs

From Apprentice to Leader: How Continuous Improvement Shaped My Journey

Laura Drury, IT Service Desk Manager, Evolve

In 2021, Laura began her career as an IT Apprentice. Since then, she has embraced continuous improvement, learning from peers, challenges, and experiences to grow into the leader she is today. Now, as Service Desk Manager, Laura will share her journey from apprentice to manager and highlight the value of always focusing on continual improvement.

AI for Service desk: unleashing the fun without losing control

Dmitry Isaychenko, Partner Programmes Portfolio Director, PeopleCert & Roman Zhuravlev, Senior Architect ITIL, PeopleCert

Everyone is adopting AI, and of course IT service providers do it. Sometimes we adopt it faster than we learn how to control it. How to not miss out on AI benefits and at the same time ensure effective management of AI risks? We might have an answer. In this presentation, Dmitry Isaychenko and Roman Zhuravlev will share a practical and tailorable approach to identification, assessment and control of the most common AI risks with examples for service desk teams and applications.

Tea, coffee, networking & expo

Sponsor to be confirmed

Sponsor session to be confirmed

Fixing the Fixing Process: How Neurodivergent Thinking Can Make Us Better at Getting Better

Danielle Smith, Head of Service and Operational Resilience

Closing address

Closing address with SDI’s John Noctor