Europe’s largest IT service management event
The highlight of the service desk calendar, The Service Desk and IT Support (SDITS) Show runs from 27th to the 28th April 2009 at Earls Court in London
Now in its 17th year, the Service Desk and IT Support (SDITS) Show is where the IT Service Management industry converges to see the latest technology and business services. This year’s event will focus on key industry themes including improving business efficiency, reducing operational costs and the future of ITIL.
Over 100 educational seminars, workshops, panel discussions, keynotes and hot topic round-tables will examine these themes and more, while visitors can also experience hands-on demonstrations of over 250 products and services from the most innovative and trusted suppliers to the sector on the exhibition floor.
Breakfast Briefings start each day with Hornbill and SDI launching a new white paper on Tuesday. ‘Mind the Gap’ will uncover the scale of the gap between the services delivered by the Service Desk and those the business really needs. Wednesday’s briefing will debate the findings of the latest service-provider and end-user research on making the RITE decisions, with an expert panel chaired by Vance Brown, president and CEO of Cherwell Software. Keynotes and panel discussions follow throughout the day with seminar streams focusing on ITIL, service management processes, technology and people running alongside.
On the exhibition floor, leading companies in the sector including Citrix Online, EMC, Hornbill Systems, Pink Elephant, Sunrise Software, Axios and Avocent, to name a few, are on hand to demonstrate and discuss the latest thinking and technologies on a one-to-one basis.
Corporate demand for increased agility, lower operating costs and competitive advantage is greater than ever. Hear OVUM’s Stephen Mann discuss the opportunities available today to help you work smarter, not harder. Ken Goff explores the dynamics of Problem Management and discusses its power as an essential component of corporate culture.
Technology; Process; Solutions; People; Performance – now in three dedicated theatres, indispensable education from the specialists to inform and motivate. Sessions include real-life case studies from industry pioneers.
Dennis Adams Associates will be presenting a seminar at the show: “Managing the Key IT Production Resource – People” which brings a remarkable insight into motivating the Individual and the team. “The effectiveness of IT is not in technology alone, but technology applied effectively by people,” for an exclusive preview see p60 in this issue.
Participate and interact. From expert-led workshops on the Service Catalogue to panel debates on essential metrics and their applications, these must-attend sessions are great opportunities for personal education and in-depth team learning.
Lift-off to the moon, manage a check-in glitch at a busy airport, save the day in a dramatic health scare – collaborate and build your knowledge of ITIL and service management in a series of simulations that translate the urgency, fast pace, and impact of IT decisions – with a sense of fun and without the stress!
Join one of many roundtable workshops to share and discuss experiences on a host of topical issues. With expert facilitators, subjects include creating CMDBs, the service catalogue, effective self-service, customer satisfaction metrics, and planning your Windows 7 rollout.
Improve how your team communicates and interacts. Motivate and develop the leaders of tomorrow. Discuss your own management strategies. Sponsored by SDI, have an informal chat and a coffee with some of ITSM’s leading independent specialists.
Keynote highlights
The keynote programme includes presentations from leading figures in the industry and panel debates. Highlights of this and the seminar programme are as follows:
• The Power of Problem Management, Tuesday 27th , 10.45am – 11.45am featuring Ken Goff, principal lecturer at KGM who will explore the why this should be an essential component of the corporate culture.
• 10 Killer Metrics – What are they and why? Tuesday 27th, 12.15pm – 1.30pm. A panel discussion where experienced practitioners will bring their own take on the most important topics facing service desk directors and managers chaired by Howard Kendall.
• Work Smarter Not Harder! Practical solutions for the IT Service Desk, Wednesday 28th April, 10.45am – 11.45am. Corporate demand for increased agility, lower operating costs and competitive advantage is greater than ever. Ovum’s Stephen Mann will discuss the improvement opportunities available.
Seminar highlights
• A new era in IT service delivery, Tuesday 27th, 10.30am – 11.15am. Virgin Atlantic discuss their service improvement programme (SIP) with Fusion – Lara Osgood, SIP programme manager and Carl Chambers, IT service design and development manager, Virgin Atlantic.
• Adding value with ISO 2000, Tuesday 27th, 1.30pm – 2.15pm. Tamworth Borough Council illustrate how their implementation of ISO 15000 and ISO 20000 has set the pace for local government service management – Nicki Burton, assistant director of ICT, Tamworth Borough Council.
• Power to the people, Tuesday 27th, 10.15am – 11.00am. BBC Monitoring discuss their ITIL implementation – Paul Gibbons, technology support manager, BBC Monitoring.
• Don’t call it ITIL! Comet shines with ‘Common Sense’, Wednesday 28th, 12.30 – 1.15pm. Comet explains how best to introduce ITIL to the general business and improve IT’s reputation within the organisation – Rob Gwatkins, IS Service Desk manager, Comet plc (see p30 in this issue for Comet case study).
• Staleness in Service Desk staff – How to spot it and avoid it, Wednesday 28th, 1.15pm – 2.00pm. John Fahey, training consultant from STI explains how to assess staleness levels within the service desk and offer strategies to prevent this.
• Implementing ITIL for SMEs, Wednesday 28th, 11.30am – 12.15pm. Girish Mathrubootham from Zoho Corporation considers the essential ITIL processes and what’s critical for SMEs to give practical guidance on how to get started with ‘just enough’ ITIL.
