Shine18 is now over – please keep an eye on @SDIshine on Twitter and Service Desk Institute’s Linked In company page for news of when the recordings are ready.


Global, virtual Service Management conference - it only happens once a year!

Bringing expert ITSM knowledge direct to your desktop completely FREE

On 31 October we’ll be broadcasting 16 hours of inspiring speaker sessions on service management, leadership and customer experience topics. You can join any of the sessions via one easy link, all without travelling anywhere or spending any money.

You can catch up with any sessions you miss with the recordings which we’ll release the following week – if you’re registered you’ll be first to get the link.

Speaker Sessions

The Essence of Enterprise Service Management

Lana Yakimoff

Enterprise Service Management (ESM) is about applying a service-oriented Business model to the way your organisation works internally. It is about an enterprise-wide approach to delivering services, both Business and IT. Rolling in Business domains into your Service Management Capability is the “essence of ESM”. 

More importantly what is the impacts on service desk teams and what the benefits of adopting a service-orientated approach? A case study approach to understanding the Essence of ESM.

The Agile Mindset


Today, Agile seems to be everywhere. Everyone seems to be doing something “Agile”. There are so many practices and frameworks out there that are considered to be Agile. But there is a great difference between doing Agile and being Agile. 

It’s the Agile Mindset that enables teams, and organisations, to truly adopt the Agile principles, to reap real benefits and be truly agile, not simply do agile ceremonies and processes. Kathy is passionate about the Agile Mindset and how it can apply to any team, any project and any problem. Join Kathy to hear about the real heart of Agile, the Agile Mindset, and how the Agile Mindset is the essential element of any Agile practice.

Data Privacy: How It Impacts the Service Desk Analyst

Sunil mohal

“From a Service Management perspective, the Service Desk “is the primary point of contact between users and an IT Organization”. By virtue of its front-line position, the Service Desk has access to and handles a lot of Personal Data. The handling of personal data is not without its risks and the threat of Data Breach is high. Data Privacy is now a big concern and legislation around the world seeks to place greater emphasis on the users of Personal Data to Manage it well; and provide the Data Subjects, greater freedom to manage how their Personal data is used. GDPR, or “General Data Protection Regulation” is one law which has the potential for great disruption in the Service Desk.

The session will cover:

Understanding Frameworks, Standards and Legal Implications

    Overview of Data Breaches, and some reference cases

   Overview of GDPR and its implications

    The top 5 actionable points to manage risk

Human Centred ITIL Service Design

Katrina MacDermid

Human Centred Design is the discipline applied to understand, refine and create both the delivery and the experience of a service. This helps organisations innovate while improving services to make them useful, useable, and desirable for the customer, as well as effective and profitable for the organisation. Using the ITIL framework with a focus on expanding the “fit for purpose” concept, Katrina’s session will discuss the need to shift focus from out-dated and low value-add Service Desk / Support metrics to ones about users and user outcomes. Katrina will also use a case study that focuses on the emotions of Service Desk Analysts vs Customers (with very interesting results). Katrina will address:

What makes service desk analysts / support staff feel motivated? What are their frustrations, annoyances and limitations?

Understand customers using proto personas

How traditional support metrics commonly used provide undesirable perceptions and behaviours by both customers and support staff.

What are the main difficulties and challenges your customers encounter? Have services been designed that considers users environments?

From Service Desk to Service Partner with a BRM Capability

Gary Hardy, IT Winners

Discover how the power of a BRM capability enables service delivery and support to focus on business goals and risks and demonstrate business value. Gary will be discussing:

Convergence with business goals

Effective communications and building trust

Shared responsibility for delivering business value and managing risks

A Roadmap for a Customer-Centric Service Desk…From SLA to XLA

Ahmed Al-Hadidi, PepsiCO

Customer Satisfaction and the Customer Experience is becoming increasingly relevant with the industry, which has led to the introduction of Experience Level Agreements (XLA) which will become more commonplace in the near future.

Join Ahmed to hear about the story of PepsiCo’s Service Desk transformation.

What is Service Intelligence and why do you need it?

Mike Matthews, Fujitsu

Mike will be talking about the concept of Service Intelligence which involves aggregating and orchestrating all of your business data into an intelligent brain that you can use in your organisation to prioritise how you support and feedback to users.

ITIL in the Fourth Industrial Revolution


We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. It is characterised by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. It is an increasingly fast-paced and complex environment, requiring organisations to be more agile, better equipped to adapt what they do and ready to adopt new ways of working to succeed. ITIL’s evolution to ITIL 4 means that it can better assist businesses to face the Fourth Industrial Revolution.

In this session Akshay will cover how ITIL helps organisations navigate this complex environment, how the latest release of ITIL 4 has been created and how it will benefit practitioners.

Happiness As A Service

Scarlett Bayes, Service Desk Institute

Our research shows that over half of service desk professionals rank Customer Experience (CX) as the most important measure for their service desk. But what does this mean for the future?

Analysing the survey data gathered from service desk professionals, Scarlett will look at whether analysts’ and commentators’ focus on CX is reflected by the industry, how service desks monitor their CX, and how to report this to the business to demonstrate a service desk’s value. She we will also discuss the impact this could have on the future service desk.

Good, Bad, Great – The Metrics That Matter Most!

Daniel Breston, Virtual Clarity

Metrics – every framework has them. MTTR, MTBF, NPS – hey if you have the letters we have the metric. But which ones matter? Which ones tell you that you are having a good day or a great day or should actually just hide in your office?

After 30 years in technology for organisations of all sizes I think I have created a way to at least let me know Good. I have borrowed from Lean, ToC, DevOps, SIAM, Agile and meetings with senior individuals where they informed me that our performance was less than expected – so fix it. Join me as we discuss metrics that matter for your staff, stakeholders, suppliers and customers. Let’s see if we can work together to always be Good.

The Path From IT Service Management to Employee Service Management

Kevin Jonkergouw, General Manager, EMEA

Utilizing a service management solution outside of IT can create an exceptional employee experience. By creating seamless services, you’ll be able to centralize all internal support on a single platform. 

Samanage, the service success company, is redefining employee service experiences by empowering organizations to maximize the potential from their most important asset – their people. Samanage’s cloud-based service management platform is smart, easy to use, and inspires companies to simplify complex tasks and automate services across their entire organization.

Mentoring for Success! A Cost Efficient and Trusted Solution

Kat Turner, ITSM Zone

What’s the difference between coaching and mentoring? Is mentoring relevant to my organization? What are the strategies and benefits?

Mentoring is a cost efficient and trusted solution to many of the problems surrounding communication and staff development within an organization. All new members of staff, regardless of seniority, should have an appointed mentor to assist in the induction process; the need for ongoing support with all aspects of practice is particularly important for success and happiness!

This session will seek to debunk the confusion and uncertainty that often surrounds a developmental mentoring role, outlining clearly the responsibilities of the mentor and mentee and highlighting what is to be avoided. Coaching techniques and their appropriateness will be investigated, alongside how to apply these in an agile environment, finishing with strategies on how to embed a mentoring scheme and the benefits for individuals, team and organization!


The competencies of a developmental mentor

How to apply coaching techniques

Strategies for Mentoring

Human Digital Leadership

Barclay Rae

The human side of Artificial Intelligence and Automation and what kind of leaders will be needed.

Implementing Agile at the Service Desk

Erika Flora, Beyond20

Organizations everywhere are jumping headlong into Agile; and this massive shift has impacted us all, including the role of the Service Desk. We are asked to do more with less; and Agile can help us get there. So, how do we become more Agile? It starts with rethinking our role and re-quipping ourselves as Service Desk Managers. This interactive session will discuss practical steps to becoming more Agile and ways to lead our teams and organizations to success.

Turbocharge Your Metrics with Benchmarking!

Jeff rumburg, metricnet

Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this presentation, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.

Knowledge – The Next Frontier for Service Management

Beth Coleman, Catalynk

A light introduction to the methodology that puts knowledge at center stage as the core asset of the organization – Knowledge-Centered Service (KCS). Organizations struggle with the delivery of consistent knowledge at the right time, across all channels. What’s needed is a knowledge sharing culture and shifting from technology focus to customer experience focus…and as service in the cloud becomes more complex, the flow of knowledge becomes the key to customer success.

Beyond the Integration of ITIL and Knowledge Centred Service

Rick Joslin, Joslin & Associates

Join Rick Joslin as he explores a knowledge-centric service management  strategy that goes beyond the integration of ITIL and KCS. Knowledge Management can be more than just finding resolutions to incidents and answers to questions. Knowledge can be used to detect problems, justify change, enable a service catalog, enhance ticket management and much more.  Learn how a knowledge-centric strategy can benefit your organization.

Using Value to Sell Improvement Initiatives to Leaders

Ryan Ogilvie

In tougher economic times, many organizations will start to evaluate all the components that make up their operational model. In other words, they look for value. A challenge for those delivering services will be to illustrate not only the current value that they provide but also future-state value that can be added with some margin-of-improvement initiatives. Ryan will be discussing how you can communicate and demonstrate such value to help gain buy-in on service improvement initiatives.

Liderazgo Minimal (Minimal Leadership)

JAIME SANDERS, Visual Thinker

This session will be presented in Spanish

Actualmente está muy de moda el tema del minimalismo en la arquitectura y en el mundo del diseño, sobre todo porque esta corriente busca quedarse con lo esencial para agregar valor. Esta misma idea la he querido trasladar al mundo de la organización, específicamente en temas de liderazgo; es decir, como un líder haciendo menos cosas pero mejor puede tener más impacto en su trabajo y en su equipo, todas estas acciones buscan acercar a los líderes con la gente como el elemento esencial.


English Translation:

Minimalism in architecture and design is very fashionable right now, using just the essentials to add value through clarity, purpose, and intentionality. At its core, minimalism is the intentional promotion of the things we most value and the removal of everything that distracts us from it and I have transferred these principles to business, in particular leadership. As a leader, doing fewer things and doing them better better has a huge impact on the quality of work and team happiness. Jaime shares with us how applying minimalism can bring leaders closer to their people.

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