Published on April 1st, 20101
Spring marks ServiceDesk rebirth
Spring has arrived and James West, editor of ServiceDesk360.com explains how the ServiceDesk and IT Support show is a must for businesses who want to capitilise on market conditions which will allow service management to flourish like never before.
For many 2009 was a financial year to forget, but for the service management community it is defined as a time in which everything began to make sense. For many years, IT support and services has been misunderstood by the wider business community, a perception partly caused by poor communication by the IT department itself. Yet economic hardship has caused businesses to scrutinise each operational layer, and when combined with efforts by IT to be more open and co-operative with other business functions, the potential impact of service management is finally being recognised. In most cases, service management remains an untapped mine of riches, promising to reduce overall costs while offering a wealth of tools to help a business perform more effectively – in other words, IT service management is able to deliver more for less just as businesses need the most help.
The most exciting realisation is that service management is still a relatively young discipline, with very few businesses squeezing every last drop of potential out of their operations. As the service department learns the value of talking to the business and implementing what staff need to perform, we will enter a time when IT is recognised as a key contributor to the success of the business.
The ServiceDesk and IT Support show is very much at the forefront of this new dawn, offering early and in-depth looks at the products and services available, and offering unprecedented education and communication between industry experts and business leaders keen to drive change through their organisation.
Running on the 27th and 28th April at Earls Court 1, the Service Desk and IT Support Show offers an extensive exhibition and seminar programme covering hot topics such as controlling costs, managing staff, and improving service and user confidence.
The education programme promises to be the best yet, with over 100 sessions presented by blue chip companies including Intel, BBC and Danone. Take a look at the full programme of events at www.servicedeskshow.com and be sure to arrive early as the seminars are allocated on a first come, first come basis.
Stand out seminars include Danone’s global services manager Aurelian Sin’s session called “Transforming a Fragmented Break/Fix Culture – Don’t call it ITIL” which describes how they brought the service desks residing in 17 countries into one organisation. Be sure to hear from Owen Powell, who will be detailing how the Arts Council has successfully centralised its previously disparate business departments in a seminar which will deliver great value to public and private sector companies.
The ever popular Jennifer Macniven returns, and her session called “The Art of Positive Thinking – Conceive, Believe and Achieve!” is certain to be provide solid and inspirational advice for getting the best from teams, delivered in Macniven’s trademark entertaining style. Another session which will investigate getting the best from staff is being given by Karen Tay, service desk manage of Big Lottery Fund, which will look at how to achieve the balance between driving best practice while improving team morale.
For those wanting to learn about successful projects, there are a number of high profile companies telling their stories. Paul Gibbons will be explaining the journey undertaken by BBC Monitoring as it introduced ITIL principles to help enhance its reputation and improve customer satisfaction.
The stars come out
In addition to the extensive seminar programme, there will be keynote presentations from Stephen Mann from OVUM Butler Group and Ken Goff from The Grey Matters. For those visitors who prefer their learning to be more interactive, the ServiceDesk show has a number of options. Both days kick off with breakfast briefings, and hot topic round table events held throughout the day. Workshops offer practical advice around topics such as defining the service catalogue and the importance of understanding emotional intelligence, while the always lively panel discussions will be looking at the key metrics for measuring success, and identifying the Holy Grails of service management.
New for 2010 is the Simulation Zone which guides participants through real scenarios to teach the principles of ITIL and service management. The Service Desk Institute is hosting its own zone this year, offering advice on how to increase the value of IT services.