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Show highlights Exhibition – Explore over 250 products and services from leading industry suppliers Seminars – Three dedicated theatres offering fresh perspectives and valuable practical advice Keynote Theatre – Taking place upstairs in the executive conference centre, gain inspiration and insight from the frontrunners of the ITSM industry Breakfast Briefings – In-depth research, discussion and debate on key issues SDI Knowledge Centre – Learn everything you need to know to become a 5* service desk in 2012 New White Paper – Collect your free copy of ‘Empowering people on the move’ Hot Topic Roundtables – Based on a host of topical issues, share and learn from real experiences

itSMF UK Bookshop – Stock up on the latest ITSM publications with exclusive discounts available

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Dedicate two days to celebrate ITSM The Service Desk & IT Support Show will return to London’s Earls Court on 24 and 25 April for its 18th year. Now, more than ever the feeling in the industry is that IT Service Management is being recognised as the key ‘cog’ of the organisation enabling every employee, whatever their role, to work efficiently and effectively. A key theme of this year’s programme will be how to develop your service desk to get this recognition. On Tuesday 24th a new White Paper will be released which investigates how embracing mobile can help transform the delivery of business services. Other sessions across the two days will look at the impact of emerging technologies and how social collaboration is reshaping IT Service Management. The programme also looks at the ever important challenge of reducing costs and support calls by using tools such as self-service, getting certified to ensure your service desk really stands out, and best practice including ITIL, Lean and MITUS2. The exhibition will feature over 80 of the leading suppliers demonstrating 250+ products and services giving visitors the opportunity to find the tools to help put all they have learnt in the seminars into practice. At the heart of this year’s show will be the focus on ITSM as a community. There’s so much we can learn from our peers and SDITS will provide you with a fantastic networking platform to do so. Hear others successes in the case study-led seminars; share experiences in the Hot Topic Roundtable Discussions; join the big discussion on Twitter throughout the show (#SDITS12) and make sure you get involved in the Back2ITSM initiative, see opposite for details. Can you afford to miss it? Register at

Going #Back2ITSM The Service Desk & IT Support Show is delighted to be supporting the launch of Back2ITSM, a community initiative based on collaborative problem solving. Backed by key associations including SDI and itSMF UK, Back2ITSM will ask practitioners what they really need and aims to become a community where user-generated content can be shared freely and openly. The creators say the site will contain practical content – templates, lists, checklists, metrics, processes etc – that has been created and used in one organisation, and once online the content can be modified, commented on and developed by users. The principle of Back2ITSM will be ‘shared practice’ not ‘best practice’. Come and hear more about the initiative and how you can get involved at the dedicated BACK2ITSM seminar session - see the website for full details.


Diary at a glance Service Desk & IT Support Show, Brompton Hall, Earls Court 1, London, SW5 9TA Tuesday 24 April 09.30-17.00 Wednesday 25 April 09.30-17.00

Entry to the show and the educational programme is FREE – register today at Breakfast Briefings Daily, 08.30-09.45 Keynote Theatre Daily presentations at 10.30, 12.00, 13.30 and 14.45 Seminars Daily from 10.00 Hot Topic Roundtable Discussions Daily from 10.45

Join in the #SDITS12 conversation with Hornbill Hornbill will be sponsoring the Twitter screens at #SDITS12 and are encouraging all visitors to get involved in the conversation. Whether you’re new to Twitter, an occasional ‘tweeter’ or an active community member, there’s great value in listening to and interacting with the #ITSM community during the event. • Tweet from sessions taking place in the Theatres and join in with lively debate • Network with new or existing contacts and grow your Twitter community • Find out what’s going on during the event • Keep up to speed with Hornbill’s activities by following #stand300 Visitors who would like to find out more about Twitter can collect a free ‘Tweeting Tips’ leaflet from Stand 300, plus Hornbill’s Patrick Bolger will be taking part in a panel discussion, The impact of emerging technologies on ITSM, on Tuesday 24 April in Seminar Theatre 1.

Mature your software management with License Dashboard License Dashboard, a developer of solutions designed to help reduce the costs and risks associated with software deployement, will be showcasing their new SAM Portal v2 solution. SAM Portal enables organisations to create and enforce software procurement policies that ensure all software requests go through appropriate approvals procedures, that all deployed software is appropriately licensed, unused applications are re-harvested, procurements are centralised and cost-effective, and that all deployments have a full audit trail. They claim no other single self-service solution provides such a comprehensive workflow for the full lifecycle of software on the network, ensuring productivity improvements for both end users and help desk staff. Find out more at Stand 338.

Books, seminars, CPD and much more from itSMF UK The IT Service Management Forum (itSMF UK), the UK’s largest service management user group, will again be running the official bookshop at this year’s show where all titles will be offered at discounts of at least 20%. They will be stocking a broad range of publications for IT service management and service desk professionals, including the latest ITIL 2011 and ISO/IEC 20000 titles along with numerous books on IT management, project management, cloud computing, social media and more. Visit itSMF UK on Stand 826 to pick up a complimentary copy of ServiceTalk magazine, to find out about the new itSMF UK Course Endorsement Scheme, to explore priSM credentialing and continual professional development, or to learn about the organisation’s annual conference and extensive events programme.

New Keynote Theatre SDITS 2012 debuts a new Keynote Theatre, in association with Ovum. Taking place upstairs in the Conference Centre, the theatre will play host to an exciting series of keynote addresses and panel discussions across the two days. The sessions will offer a strategic outlook from key industry players, including sessions by Richard Edwards and Roy Illsley – both principal analysts at Ovum, Jennifer Macniven, and Noel Bruton, plus two engaging panel discussions – ‘The great SaaS debate‘ (13:30, 24 April) and ‘ITIL 2011: How to really make it work for your organisation’ (13:30, 25 April). Further insight from Ovum’s team of analysts will be available in 4 Ovum taster papers being authored in association with Each worth £250, the papers will be previewed on the website pre-show and will be available to collect from the Keynote Theatre and Ovum on Stand 650.

ITG SmartCard Series helps IT professionals Inform.Teach.Grow. IT Governance will be launching their ITG SmartCard Series, a collection of card decks designed to be used as a training aid. The decks will cover ITSM, ITIL and ISO20000 whilst individual cards will highlight a term and its definition, and provide ‘top tips’. The company says the ITG SmartCard Series will offer a more enjoyable and engaging approach to learning in a variety of environments whether you are training with a partner, in a group or by yourself. Visit Stand 936 for a demonstration of the Series.

Certero to launch new AssetStudio® suite Software Asset Management (SAM), PC power management and password reset solutions specialist, Certero, will be launching their all new AssetStudio® suite of products on Stand 710. The suite combines an array of powerful solutions that can be applied modularly to address the complex challenges of SAM including Discovery, Inventory, Distribution, Licence Management (including modules for major vendors), Metering to Access Control (device based licensing for Citrix) and Messaging. The company will also be demonstrating PowerStudio®, its PC power management solution and Passworks®, a self-service password reset solution.

Bomgar 12.1 Expands Enterprise Support Mobility, Security, and Productivity Bomgar, a provider of secure remote support solutions for the mobile enterprise, will be showcasing the latest release of its award-winning software, Bomgar 12.1. The company says the new version has been developed to help their customers support the exploding number of devices, especially smartphones and tablets, while maintaining the highest levels of security and compliance. Bomgar 12.1 expands technicians’ ability to offer support both to and from mobile devices. It also provides advanced smart card-based security controls, and greatly improved enterprise support productivity by allowing remote control of Intel®vPro™ powered devices below the operating system. To view a demo of Bomgar 12.1, visit Stand 432.

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Exciting times ahead for ISL Online Cloud based software provider ISL Online – a first time exhibitor at the Show – will be displaying their enhanced online collaboration tools. The company are introducing remote desktops for Apple and Android mobile devices, along with adding live online video recording to its web conferencing software. Visit Stand 324 to find out more and for a software demonstration.

Let Ovum formulate your IT strategy Visitors to Ovum on Stand 650 can see a demonstration of their Knowledge Center information service, which helps enterprises with the formulation of their IT strategy, product and service selection, and IT portfolio management, and also helps software vendors understand the demands of enterprises. There will also be the opportunity to win a Kindle Fire and speak with Ovum software analysts about your technology decisions.

A fresh approach with Simplisys SimpliSys, a first time exhibitor, will be launching Citrus Service Desk. The service management software application has been designed using input from real end users and developed by an ITIL trained team. The company says this development approach has resulted in a service desk that is intuitive by design, functionally rich and easy to use, perfect for organisations looking for a simple helpdesk for Incident/Complaint management or considering the adoption of ITIL best practice. Visit Stand 540 for a free demonstration and to talk to one of their team about how Citrus could meet your needs.

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New faces The Service Desk & IT Support Show is delighted to welcome more new exhibitors to the show floor including: Celonis Epaccsys EXIN GFI Max ISL Online N-able Technologies panintelligence Selection Simplisys The Open University Virtuacon xMatters Find out more at

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RealVNC speeds up support RealVNC will be demonstrating VNC Viewer Plus, a solution aimed at IT professionals wanting to remotely solve complex IT issues such as OS failures and boot problems. The product has resulted from a collaboration between RealVNC and Intel to embed VNC technology directly into its chips, enabling users to connect directly to the VNC Server from supported computers with Intel® Core™ vPro™

technology, with no additional software required for full graphical KVM out-of-band access. The company will also be showing a new version of its flagship enterprise remote access solution, which has been updated to significantly improve the user experience. For a demonstration and to register for a free trial of VNC v5.0 and VNC Viewer Plus visit Stand 730.

N-able delivers IT Automation by Design N-able Technologies will be showcasing its new IT Automation tools in the latest release of N-central, a remote monitoring and management (RMM) automation platform, at this year’s Show. Available from within the N-central dashboard, the Technical Runbook is used by technicians to define best practice operating procedures and configuration standards for delivering remote IT services. The Automation Manager offers a code-less scripting environment, enabling technicians to create multi-step policies through an intuitive drag and drop interface, without previous scripting knowledge. The company claims these tools will enable IT service providers to standardise internal processes, improve profitability and enhance IT service delivery by building a strong foundation of repeatable, scalable IT processes. Visit Stand 336 to see these tools and be entered into a draw to win a Blackberry Playbook.

NetSupport raises the bar

LiveTime enhance Service Manager

Remote support, service desk and desktop management solutions provider NetSupport (Stand 824) will be showcasing updates to its range of products. NetSupport ServiceDesk, a fully web-based incident, change and problem management solution built on ITIL guidelines, includes tools to manage customer expectations and keep business-critical systems running. The company says incidents can be logged online and current statuses reviewed in real time, while the multilingual interface and workflow

Provider of best practice service management solutions, LiveTime Software, will be launching Service Manager version 7 on Stand 720 at SDITS. The latest version will include new features such as relationship impact mapping, enhanced workflow editor, multisource LDAP, report scheduling and knowledge import, and will use the existing HTML-5-based interface and open standards architecture that ensures quick deployment and unlimited scalability. Certified for 11 ITILv3 processes, the company says Service Manager will help you establish best practice for your service desk quickly and easily.

processes automate the assignment of incoming incidents, provide prioritised fault lists and deliver real-time metrics and status reports. NetSupport will also be demonstrating a new mobile console app for the NetSupport DNA IT asset management suite, which gives continuous access to data; NetSupport Notify, a solution for delivering notifications and alerts direct to desktops; and the latest version of NetSupport Manager which offers multiplatform support across all operating systems.


Become a 5* service desk

FGI launch new Agile programme

SDI will be using the event to help service desks become the best they can be. With signs of radical change in the future they will be giving organisations a route map to a permanent state of transformation. Attendees can visit the SDI Knowledge Centre to learn everything they need to know to become a 5* service desk in 2012 - from leadership and culture to performance, results and customer engagement. SDI will also be helping visitors embark on their own service improvement journey with a range of presentations over the two days, free reports and a conference survival kit for the first 200 visitors each day.

Visitors to Stand 634 can discover FGI‘s new Agile training programme. The certification consists of a 4 day course which covers APMG International Agile Foundation and Practitioner qualifications. Adopting an Agile approach to the delivery of projects can provide several advantages - it allows the projects to respond to evolving requirements and ensures that the solutions meet business or customer needs, guaranteeing delivery on time, to budget and with at least the minimum useable features. Agile is also flexible, and can be used either on its own or in conjunction with more traditional approaches such as ITIL, PRINCE2 and MSP.

VirtuaCon implements Sysmosis Sysmosis will have its European launch at SDITS. The product which enables users to manage, configure, fix and control remote Windows devices has been developed by VirtuaCon in partnership with SPAR. Justin Todd, VirtuaCon’s CEO says “Sysmosis facilitates seamless technical support by ensuring device configuration and health are managed so SLA levels are achieved”. Through package design and propagation, administrators can check and update software

versions, amend the registry, copy and edit files, query the WMI and Event Log, execute script and BAT files, manage services and perform many other proactive support actions which increase uptime, reduce support calls and minimise time to resolution throughout their internal and retailer network. Find out more on Stand 652.

Essential education Seminars, roundtable discussions, briefings and keynotes complete this year’s unmissable education programme. Highlights include the unveiling of a White Paper – ‘Empowering people on the move: how embracing mobile can help transform the delivery of business services’ – at Tuesday’s Breakfast Briefing, sponsored by SDI and Cherwell Software. Wednesday’s briefing, sponsored by FrontRange Solutions, will focus on optimising the end-to-end service delivery process. Topics discussed in the 3 dedicated theatres, sponsored by Serena Software, include problem management, Service Catalogue, Lean IT, ITIL 2011, Metrics, SaaS, the impact of emerging technologies, shared services, managing and motivating staff and much more. See pages 8-10 for full details. For those wanting a more interactive experience, the Hot Topic Roundtable Discussions, sponsored by TechExcel, will give the opportunity to share successes and failures with like-minded visitors. Whatever your objective, you’ll leave these small group discussions with practical solutions and ideas to put into practice. See page 7 for the programme.

News in Brief TechExcel announce new features TechExcel will be unveiling ServiceWise 9.0 and CustomerWise 9.0 on Stand 216. New features include webbased IT asset management, enhanced CMDB support and open source options for asset discovery and remote control. Additionally, the release has a new AssetWise web client which features asset link discovery integrations with both commercial and open-source asset discovery tools.

Win an iPad with LANDesk LANDesk will be launching LANDesk® Service Desk 7.5 on Stand 500. Key features included are LANDesk® Mobile Web Desk, additional LANDesk


iPadan 2

Service Catalogue features and enhanced LANDesk Management Information. They will also be giving on-stand seminars throughout both days, with the chance for attendees to win an iPad2 after each session.

EXIN approach to ITSM Training provider EXIN will be using the event to demonstrate the EXIN approach to IT service management. Based on the ISO/IEC 20000 standard, this cost effective and practical approach captures the essence of ITIL and role-based elements

such as assignments and real life examples as part of the qualification. Find out more on Stand 334.

Be an IT Superhero LogMeIn will be demonstrating its remote support software LogMeIn Rescue on Stand 920. The company will also showcase other products, with exclusive bundle prices available, they say will help make you a superhero day in and day out - LogMeIn Central + Pro to proactively manage your devices, and their latest offering, which helps employees share their screen spontaneously.

ICCM makes businesses extraordinary ICCM Solutions (Stand 610) will launch version 9 of its business process management platform, which underpins its ITIL aligned service management tool, eService Desk. The company says version 9 will offer a Smart Business Workspace; improving business collaboration and integrating business intelligence. By offering a framework extending beyond the focus of the IT department they claim the solution can help transform businesses from good to extraordinary.

RMS launches “ITSM Business Intelligence for All” RMS will be showcasing RMS Vision at Stand 420 – a selfservice ‘google like’ search tool for dashboarding, KPIs at a glance and data visualisation. The company believe that Continual Service Improvement must evolve to include Business Intelligence to fully understand, in real time, exactly what is happening in IT and that this tool will allow organisations to do this with any ITSM system.

Latest features from Unipress Unipress (Stand 700) will be introducing updates to Web Help Desk, its service desk software solution. Feature additions include Dashboards which track performance in real-time, increasing the visibility of business information for faster, more informed decisions; dynamic Action Rules allowing virtually unlimited routing and ticket update automation capabilities for inbound and existing tickets; and Look & Feel enabling custom stylesheet application to the customer facing user interface.

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Self-service with no limits Cherwell Software will be demonstrating its browser-based version 4 release of its selfservice portal, Cherwell Service Management. New functionality includes social media tool integration, unlimited custom site creation, consolidated views of everything your team supports and the ability to create end-user workgroups based on any criteria. Find out more at Stand 800.

Discover SupportDesk 2012 House-on-the-Hill will be showcasing the latest version of their comprehensive and highly configurable service desk software, SupportDesk 2012. Features include Touch UI - an interface allowing access from touch screen devices, Case Based Reasoning - an interactive display of possible solutions to incidents as the subject is input, and Graphical Workflow Designer - a graphical interface for the management of Status codes using drag-anddrop. To see these features and more visit Stand 316.

Tools4ever to give away Blackberry PlayBook To celebrate the launch of UMRA 2 – the latest WI version of Tools4ever’s flagship product - User Black N a Management Resource Administrator - the b Play erry company will be giving one lucky visitor the Book chance to win a Blackberry PlayBook in their prize draw. The company say the User Management Resource Administrator can help streamline the user management account process as organisations grow in size. The product will help ensure changes to personnel are noted and the IT department is informed ensuring permissions and applications for each user are accurately managed. For your chance to win, and to find out more about their identity and access management solutions, visit Stand 320.

New learning and development for ITSM With the need for professional skills in ITSM identified by eSkills UK as the most pressing in the industry, The Open University will be launching a postgraduate certificate on Stand 840. Tightly coupled to UK training provider Global Knowledge’s ITIL Best Practice

Another great reason to visit... Infosecurity Europe 2012 takes place next door on 24 – 26 April. Visit to get an insight into how you can secure your IT Infrastructure, ensure you are fully compliant and learn from best practice end user examples. With over 300 of the top infosecurity providers exhibiting from across the globe, Infosecurity Europe offers the most comprehensive showcase of solutions, products and services in the largest information security exhibition in Europe. Along with a New Exhibitor Zone designed to showcase the latest products and services in the everchanging IT security arena, there will be a wealth of informative educational sessions, all of which are free to attend. The 2012 Keynote Theatre agenda will cover the key security challenges facing organisations, including governance, risk and compliance - together with how to tackle the rising levels of IT consumerisation in the workplace, and the ongoing headache of defending against the problems caused by rogue employees - Just a small selection of what you can expect at this year’s event! Visitors to the Service Desk & IT Support Show can gain free access to this event via the internal crossover point – no need to re-register.

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Portfolio, and augmented by Open University modules from its faculty of business and law, this qualification will not just show what to do, but also ensure the knowledge can be applied in the workplace. It also offers accreditation for work experience.

STI to publish survey results STI, a training and consultancy company, will be publishing the results of their 2012 IT Service Desk Survey at SDITS. The company expects over 400 public and private sector organisations will have contributed to the survey which will look at the everyday challenges of operating an IT service desk. Topics considered include the purpose of the service desk, staffing levels, working practices, performance measures, effects of stress, cooperation from other teams and ITIL. Visitors to Stand 426 can also collect a copy of their new training brochure.

APMG become official accreditor APMG-International are now the official accreditor of the SDI portfolio of exams and training courses. They will be responsible for producing new courseware and publishing revised exams from 1 April 2012, adding to APMG’s existing portfolio of professional ITSM qualification schemes. Find out more on Stand 105.



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08:30 Empowering people on the move

08:30 Stop thinking like an IT Department; Start delivering services like a business

Panel includes: Cherwell Software, SDI & Forrester Take away valuable guidance from this year’s NEW white paper research: ‘Empowering people on the move; how embracing mobile can help transform the delivery of business services’. The expert panel will explore how embracing mobile can drive your business forward and take an in-depth look at the challenges of Bring Your Own Device (BYOD) and mobility. Hear how new technologies can positively transform the way that IT is delivered to the business.

Panel includes: FrontRange Solutions, AllianceBernstein & Ovum Experts, practitioners and independent commentators come together to discuss what’s really required for organisations to achieve their goal of running IT like a business including: why IT must abandon its silo mentality; How people, process and technology can be used to optimise the end-to-end service delivery process; The key steps involved in the journey to integrated service and IT asset management and how to improve the quality of service you offer, while controlling costs.


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Taking place upstairs in the executive conference centre, you can pre-book your place by visiting



10:30 Disruptive technologies: Create harmony out of chaos

10:30 Lean, mean IT machine

Richard Edwards, Ovum

Roy Illsley, Ovum

Can social media change the way we interact with customers and deliver support, or is it just an over-hyped distraction for front-line staff? Richard Edwards of Ovum details exactly where social tools will fit into your business and why we should embrace rather than fear the opportunity presented by the channel. • Uncover how social media can enhance continuous service improvement. • Discover why you should use online communities to talk to customers. • Learn how to encourage your staff towards the effective use of social media.

Ovum considers the role of IT will change within the enterprise and a combination of ITSM and business service management (BSM) will be the approaches used to facilitate this change. Organisations need to understand the role that IT and technology will play in running successful companies in an increasingly price competitive global market. • Learn when to converge activities - and when to separate others. • Understand why a long-term, service lifecycle approach is now crucial. • Uncover why business performance and effective IT are now intrinsically linked and how to take advantage of the opportunity.

12:00 Motivation & retention – Buck the trend of the recession impact Jennifer Macniven, Service Management Expert Recession has a significant effect on what people value. In this keynote session, Jennifer Macniven will explain how leaders can rebuild morale by overhauling the way they motivate the right behaviours and incentivise staff. • Learn how to adopt the traits of great leaders during adversity. • Practical tips for understanding what drives people and how to motivate them. • Leave with a renewed sense of how you can radically change working conditions by making subtle changes.

13:30 The great SaaS debate Roy Illsley, Ovum; Chris Dancy, ServiceNow; Rosh Hosany, AllianceBernstein; Quentin McPhee, Vivantio; and Ian Aitchison, LANDesk Software

12:00 Why & how we must support users own tech Noel Bruton, Noel Bruton Consultancy Noel Bruton believes we can no longer have time to debate whether to support user-owned technology. In this session he explains why we must embrace the inevitability of dispersed IT ownership, what services we should offer and how we create them. • How to redesign your support procedures to accommodate user tech. • Uncover staffing in the new world: why a cultural shift needs a cultural response. • Understand the inadequacies of the service catalogue concept.

13:30 ITIL 2011: How to really make it work for your organisation

Software-as-a-Service (SaaS) is gaining notable momentum with many vendors offering some form of SaaS solution. The decision to switch should not be automatic and in this session, a broad cross-section of industry experts will debate the issues to help you decide what is best for your service desk. • Understand how SaaS can drive down costs while improving flexibility. • Learn why some businesses should opt for on-premise while others should opt for hybrid deployments. • Hear from and interact with a diverse and engaging group of speakers.

Roy Illsley, Ovum; Ben Clacy, itSMF UK & Don Page, Marval



ITIL has long espoused the need for IT-to-business alignment. Today more than ever, the pressure to deliver more for less is at its highest.From innovation through to delivering business value, get involved with this crucial discussion and hear from the panel of experts how to harness best practice. • How best practice can help IT become better aligned and more relevant. • Get to grips with trusted methods for proving value to the business. • How to correctly report and span departments to drive positive results.


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10:45 12:00 13:15 14:30

HOT TOPIC 1 Problem & incident management Financial management - doing more for less Collaborative, social & peer-to-peer support Using ITIL 2011

HOT TOPIC 2 BACK2ITSM Self-service, knowledge management & measuring ROI Key considerations for upgrading a service desk system Blending in-house & managed services

HOT TOPIC 3 Governance, compliance & security Metrics - finding the numbers that matter Creating a service culture Motivating & rewarding staff


Share experiences with fellow visitors on a host of topical issues. Expert facilitators will lead groups on a range of subjects, offering practical advice and problem solving.

10:45 12:00 13:15 14:30

HOT TOPIC 1 Collaborative, social & peer-to-peer support Blending in-house & managed services Self-service, knowledge management & measuring ROI Problem & incident management

HOT TOPIC 2 BACK2ITSM Creating a service culture Governance, compliance & security Key considerations for upgrading a service desk system

HOT TOPIC 3 Using ITIL 2011 Financial management - doing more for less Motivating & rewarding staff Metrics - finding the numbers that matter

On arrival at the show, simply visit the Hot Topic Zone to sign up to the session of your choice

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THE PROGRAMME Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis. Please note the programme may be subject to change - see for up-to-date details.


Case Study

People & Performance

Sponsored by: Strategy & Process



10:00 The growth of the enterprise app store

10:00 Conceive, Believe, Achieve

Ian Aitchison, LANDesk Software

Jennifer Macniven, Service Management Expert

Making IT services more visible, easier to access and simpler to use are vital goals for teams that wish to remain relevant and contribute to on-going business success. This session explains how self-service, mobile devices and the creation of an Enterprise App Store can help IT services thrive. • Understand the benefits and drivers for shifting towards self-service. • Learn how industry peers are tackling the issues associated with mobile technology in ITSM. • Discover how self-service can greatly improve efficiency of the service desk.

Do you dream of achieving great success in both your work and personal life? Would you love to have an exceptional performing team with outstanding commitment? Jennifer will show you how to set yourself apart from the crowd and love what you do. • Gain tips for energising and engaging your teams. • Understand how to turn your positive thoughts into tangible benefits.

10:50 Keeping ITSM in tune with the business – Orchestrating IT & business processes Kevin Parker, Serena Software Business and IT alignment is virtually impossible until you have defined processes and goals for both groups. This session shows you how to create working harmony, save money and drive real business results by addressing the bigger picture. • Understand how processes underpin successful ITSM implementations. • Show where IT can meet business objectives faster. • Learn how to achieve better reporting across multiple ITSM tools.

11:40 Using problem management to improve IT services Nick Woodruff, Aviva Often dismissed as a ‘basic’ ITIL function, problem management has the potential to define all IT delivery. For seven years, Aviva has honed and perfected problem management and in this seminar will share its secrets on how to embed best practice, both internally and with suppliers. • Learn the correct way to implement problem management. • Understand the benefits that advanced problem activity can bring to your business. • Go beyond high severity root causes and take problem management to the next level.

12:30 Panel Discussion: The impact of emerging technologies on ITSM Patrick Bolger, Hornbill Service Management; Stephen Mann, Forrester; Howard Kendall, SDI; Rosh Hosany, AllianceBernstein & Stuart Barkworth, The University of Sheffield Join this crucial discussion to learn how emerging technologies & social collaboration are re-shaping IT service management. Social media and mobile devices - two related topics that have polarised opinion in the industry - will be discussed and debated by our panel of experts. • Get to grips with collaborative technologies and social media. • Understand how the adoption of new technologies can empower rather than reduce the influence of the IT department. • How to embrace changes within the IT department and the organisation.

13:30 The service desk certification journey Barclay Rae, SDI & David Wright, Logica Logica have used benchmarking and certification as tools to improve the quality of their services in all key areas. This seminar explains how the journey to SDI four star status has elevated its profile throughout the organisation and provides an on going roadmap for areas that can be further improved. • How to become an industry leading service desk. • Learn the proven strategies to enhance your service desk performance. • Discover the right things to measure, how to get effective customer feedback, and use both to create on-going service quality improvement.

14:20 Panel Discussion: ITIL – Is it still relevant? itSMF UK, plus guests The relevance of ITIL continues to be questioned but is still the driver behind IT service management delivery for many major corporations. Join the discussion and hear from an experienced panel of experts to understand exactly why and why not to use ITIL.

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10:50 How self-service models can improve ITSM Kevin Parker, Serena Software Hear how developing and integrating self-service models into your existing technologies can really make a difference to ITSM, plus get to grips with the process management methods needed. • Tips on how to reduce your costs around service delivery. • Learn how to improve service levels back to the business. • Achieve higher end-user and ITSM staff satisfaction.

11:40 Meeting key front line challenges John Fahey, STI There are a myriad of external guides for building ‘best practice’, but John Fahey says the best people to help are much closer to hand - you and your teams. This session will give you the confidence to engage your team and create the framework that will define and improve how you work. • Advice for building your own best practice handbook and what value it can offer. • Learn how to work with your staff to hone services and delivery. • Immediate take-aways around the key issue of service improvement.

12:30 Panel Discussion: Realising lasting cultural change – ABC (Attitude, Behaviour, Culture) Michelle Major-Goldsmith, Sysop; Stephen Mann, Forrester; Kevin Holland, UK Public Sector & Paul Wilkinson, Gaming Works 50% of ITSM projects fail because of resistance. Hear the panel of experts debate the main causes of resistance and how to pre-empt them. The panel will present the issues, global survey results and offer guidance on how to overcome the challenges and achieve success. • Insight into the top types of resistance to change and why they occur. • Tips on dealing with resistance, and gaining buy-in for ITSM improvement. • Learn from experts and your peers how to secure the all-important management buy-in.

13:30 A managed service provider’s transformational journey Tim Clegg, Calyx Managed Services The transition from traditional IT helpdesk, to a multi-service, integrated business function poses many challenges, but is crucial for ensuring IT support remains relevant. In this session, managed service provider Calyx Managed Services takes you through their transformational journey, detailing the pitfalls and how they harnessed tools such as ISO2000 to transform the service delivered. • Learn how Calyx Managed Services moved from providing a single helpdesk to a proactive Shared and Dedicated Service Desk Operation. • Understand how reducing service delivery cost drove Calyx to achieve service excellence and get to grips with the benefits achieved by embracing an ITSM journey.

14:20 Hiding from the people factor? David Clifford, Enterprise DNA The ITSM industry has concentrated on improving processes and tools, often ignoring the key resource which can improve performance and give competitive differentiation. This session will focus on our prime assets people - and explore how you can improve your ITSM programme by focussing on your teams. • Gain a greater understanding of the power to influence projects and plans. • Understand the blockers to people development and why they exist. • How to harness people to deliver the services your business needs.

SEMINAR PROGRAMME Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis. Please note the programme may be subject to change - see for up-to-date details.


Case Study

People & Performance

Sponsored by: Strategy & Process



10:20 The first time fix metric – Do you need it?

10:20 The realities of Business Relationship Management

Renee Mineart, Mineart Ingenuity

Matthew Burrows, itSMF UK

First time fix has become a trusted barometer of service desk performance, but is it justified? This session will explain the numbers that matter, how to find them and how to correctly categorise performance. • Learn why first time fix is important - if managed correctly. • Applying first time fix principles throughout the IT organisation. • Discover how to categorise performance.

Matthew Burrows will explain not just the importance of business relationship management today, but how soon, it will massively influence every tenet of IT service delivery. • How to improve relationships with key business leaders. • How to ensure you deliver the services your business needs. • Create reports that the business understands and cares about.

11:10 If you can’t manage yourself, can you manage others?

11:10 The SDI fitness workout – Will your IT service be fit for 2015?

Jo Johns, Jo Johns Education The best performing staff are often rewarded by a promotion to manager level, but Jo Johns questions whether this approach creates the leaders our teams really need. She believes behaviours, not merit, are the key to decide who will excel as managers. • Review your current manager identification process. • Learn the traits which successful managers share. • How to find and encourage development of management skills.

12:00 More for less with shared services

Howard Kendall, SDI IT delivery in the 21st century is more challenging than ever, with quality of service now the main benchmark of success. Howard Kendall will show you how to give your service desk a fitness workout and fine tune its performance for this year and beyond. • Tips on creating outstanding service experiences. • Techniques for using processes and technology to give you control. • How to get effective customer feedback.

Jean Gamester & Nick Brennan, Buckinghamshire County Council

12:00 7 steps to Service Catalogue success

Being asked to do more for less is a perennial challenge for service desk managers. Hear first-hand how and why Buckinghamshire County Council adopted a shared services approach to provide a more cost-effective and efficient service. • Create self-service to free up frontline resources. • Understand how shared services can equal improved service. • Understand the successes & challenges, & take away lessons learnt from the project.

Barclay Rae, Barclay Rae Consulting

12:50 Building quality service management

A strategic session focussing on service catalogue, service level management & service level agreements - and how to make them work. Gain practical guidance on service catalogue success, plus learn how to avoid issues and meet your challenges. • Clarity on service level definitions features and benefit. • A definitive picture on what service catalogue must look like & the value it delivers. • Practical tips for aligning all elements of service level management.

Pim Arends, Ricoh Europe Netherlands B.V.

12:50 Maximising your technology investment

Starting with ITIL and moving onto the global standard for service management, Ricoh will share its experience of harnessing best practice and certification to underpin the quality of services it delivers. Tackling challenges through the journey, this seminar explains in detail the value of processes and meeting measurable goals. • Learn what ITIL and ISO/IEC can offer those who invest time into them. • Understand the conditions and consequences of pursuing best practice. • How to successfully deal with common problems.

Rem Floris & Mike Guest, The Channel Islands Cooperative Society

13:40 Transformation and driving business change Matthew Burrows, BSMimpact Anyone who has struggled to make an IT project work has the scars and war stories to prove their ordeal. This session will pool some of the common (and extreme) examples of why transformation fails and offer solid guidance for those who wish to emerge victorious. • Share your experiences and receive advice from your peers. • Hear the tried and tested methods for ensuring success. • How to plan for the long haul and guarantee project success.

14:30 Improve communication in your business: The do’s & don’ts Abbas Haider Ali, xMatters We take consumer communication technologies and cloud services for granted in our personal lives, but why don't we apply them to our IT processes? By thinking about consumer communication, this session will help you align processes to meet your end goals. • Learn why the IT environment we have created doesn’t solve all of our delivery questions. • Understand why your metrics are not reflecting the service actually delivered. • Why ‘relevance engines’ will soon be used to guide all IT services.

15:20 The bigger security picture: Where the service desk fits Andy Kellett, Ovum Security is now a massive issue for organisations and this session explains why the service desk must play a key role in protecting the business while simultaneously ensuring there are no unnecessary barriers to day-to-day operations. From safely adding mobile devices through to incorporating cloud, this session covers all the security issues that service desks face. • How to use the service desk to support security systems. • Managing identity and access to multiple devices using the service desk. • Advice for integrating identity management and the transaction protection infrastructure.

The Channel Islands Cooperative Society endeavours to give customers, both internal and external, the same high quality of service. You will hear first-hand how they centralised their technology across multiple departments to meet their customer-orientated goals, increase productivity and realise outstanding ROI. • Hear the proven methods for obtaining ROI from ITSM toolsets. • How to meet business process challenges by going beyond the IT department. • Understand why some toolsets are ‘more equal’ than others.

13:40 Running Lean – An alternative approach to improving ITSM James Finister & Tom Jollands, Tata Consultancy Services This session will explain how concepts such as Lean, Agile, Six Sigma and the Theory of Constraints can be used to improve the service experience, using pragmatic examples while avoiding the temptation to see them as panaceas. • Gain fresh ideas for fixing ITSM issues & how adding value should drive improvement. • Understand how to modify ITSM processes to support dynamic environments. • Learn why many people are moving away from ITIL.

14:30 Financial management for IT services itSMF UK Many organisations fail to successfully demonstrate the cost of delivering their IT services, meaning their true value is often questioned. • Understand why financial management for IT services is vital. • Take away the basics for setting up financial management. • How to effectively report costs to prove the value of what you do.

15:20 Help for the first line: Building a service desk that delivers real value Roy Illsley & Adam Holtby, Ovum How can social, cloud and BYOD (Bring Your Own Device) improve day-to-day service desk operations while also providing business value? This session will detail why the technologies many fear can truly help the service desk become better than ever. • Hear a former service desk analyst explain how social networks can improve service desk communications and broaden the exposure of knowledge. • Understand what cloud services the user base wants and why. • Learn the right blend of people skills to optimise service desk performance.

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SEMINAR PROGRAMME Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis. Please note the programme may be subject to change - see for up-to-date details.


Case Study

People & Performance

Sponsored by: Strategy & Process



10:30 MITUS2 – The methodology for IT user support

10:30 Who’s going to keep you employed?

Noel Bruton, Noel Bruton Consultancy

Jo Johns, Jo Johns Education

Having spent a quarter-century helping service desks, Noel has taken the lessons learnt and created the precise Methodology for IT User Support (MITUS2). Noel explains why the industry needs guidance and shows how any support team, without outside help, can learn to deliver world-class service. • Learn how MITUS2 differs from, but crucially, fits alongside ITIL. • Learn a deeply practical approach – “do this, followed by that, for this result”. • Understand how to mix practices and tools to improve front line service.

Your customers are no longer a captive audience and Jo Johns will explain why service isn’t a ‘fluffy’ concept, but a point of focus that makes sound business sense. • Uncover your customers’ perceptions of IT. • Discover how to get the ‘not-so-basics’ right. • Learn the key actions for rationalising attitudes and behaviour.

11:20 Mobility, cloud & the coming singularity Chris Dancy, ServiceNow In a single day in 2011 more data is created on the web than in the years spanning 1995 to 2000. Soon, navigating the streams of this "big data" will become a skill set that every IT professional will need. Chris Dancy will explain how all IT professional can prepare for a future that has already begun. • Understand why your mobile strategy is crucial. • Learn how the industry is demanding new skill sets from IT professionals. • Why treatment of customers is key to our survival.

12:10 Demystifying ITIL 2011 Ken Goff, FGI Clarification of difficult themes was a prime motivator behind the creation of ITIL 2011. This session explains the extent of the changes and how the latest incarnation of the best practice framework will impact your business. • Get to grips with how the major changes in ITIL 2011 will affect you. • Understand the value in the new content and how can it be harnessed. • Learn how to align this new content with current CSI programmes.

13:00 Satisfaction & engagement metrics for the modern helpdesk Lee Weiner, LogMeIn Businesses who introduce scoring methodologies into their helpdesks can dramatically improve the customer experience. This session will explore how placing more weight on satisfaction and engagement metrics will help to better predict and capitalise on customer behaviour. • Learn why leading companies are using tools, typically used to improve external customer service, to guide ITSM. • How to create ‘promoters’ who support and champion the service desk to others. • Gain understanding of how to change behaviours and become customer centric.

13:50 IT service optimisation – Predict, resource & utilise Andrew Smith, BMC Software The best way to ease day-to-day pressures and budget concerns is to gain support from other business leaders. In this seminar you will learn how to improve your visibility, planning and how to become resource-centric. • Learn how to create a predictive outcome view and resource correctly. • Discover how & why to assess utilisation and change your working procedures. • See how using tools such as the service catalogue can help staff at all levels understand the value you deliver.

11:20 How Agile are you? David Tomlinson, FGI The concept of Agile working is becoming very popular for IT teams honing their operations, but what does Agile really mean for service desks and how can you guarantee you are performing rather than missing the point? • Uncover the criteria for determining whether a team is Agile. • Assessment of your true status against the principles and methods. • How to ensure the drive for Agile continues to deliver.

12:10 Plan & manage your service desk with HR planning Wolter Smit, TOPdesk This session looks at our key resource - people - and references real examples of positive (and negative) staff resourcing to show why a lack of planning and optimisation is seriously limiting our front line performance. • How to integrate resource planning with ITIL processes. • Gain greater flexibility by using different shift patterns.

13:00 ITIL on the iPad Laurence Scott-Mackay, Alemba & Damien Moore, Northern Ireland Healthcare Tablet computers, led by the iPad, have quickly created a new category of IT and in this session you will learn how such devices can transform the way service desks operate and communicate with the business. • Why tablets are driving a new generation of ITSM applications. • Learn about the success that pioneering companies are having. • Discover how to engage customers and your staff, by putting exciting technology in their hands.

13:50 ITIL expert and beyond...higher is better Kevin Streater, The Open University & Barry Corless, Global Knowledge Justifying investment in certification can sometimes be difficult. Harder still is avoiding the pitfalls of choosing just any certification route. The Open University and Global Knowledge will explain how they have simplified the issue by distilling certification into achievable aims with solid, quantifiable outcomes. • How to measure the ROI of service management certification paths. • A checklist of the do’s and don’ts for selecting your certification route and linking it to business goals. • Understand what knowledge and guidance is available beyond ITIL expert level.

14:40 Next generation ITSM – Find solutions not barriers

14:40 Applying SAM to virtualisation

Simon Kent, Cherwell Software

Stuart Dicken, Certero & Paul Tate, Ideal Standard International

New technologies are emerging at an ever-increasing rate, and so is the end user demand. However, they are meaningless unless they fulfil a business need. This session will show you how to create solutions, not barriers, and how to harness the technology that will make a difference. • How to find the technologies to help your business. • Uncover the benefits of integration, from a management process perspective. • Understand the competitive advantages offered by this integrated approach.

The average business spends 30% of its IT budget on software licensing. This session will explore the techniques that can optimise your service, including automation that can help ensure you are not overspending or breaking the rules. • Learn the benefits of a centralised licensing procurement framework. • Uncover frameworks for licence compliance in a virtualised environment. • Understand the solutions available to meet today’s challenges.

15:30 Collaborative social IT support to compliment your service desk

15:30 Towards total service management

Maff Rigby, IT SmartDesk

The boundaries of IT, particularly relating to ownership are changing - who will procure and manage technology in the next few years and how can we retain pole position? In this session, you will learn how the process-orientated legacy of IT can be used to control its own destiny. • Understand how to utilise investment in ITSM and the results that will follow. • Gain practical guidance on how and where to start. • Learn how customer service and ITIL will largely define business technology and services.

It may be changing the way people communicate, but what can social media really do for service desks? Maff Rigby will use real-life examples to show where social media can help improve service delivery, and highlight the challenges. • Understand the benefits, and challenges of social IT. • See social IT being used in real-life examples. • Quick and easy ways you can use collaboration and communication tools to your advantage.

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Chris Rixon, BMC Software


Preview Sponsor:

Stand 810

Exhibitor List Alemba ................................................706 APMG-International ...........................105 Axios Systems .....................................620 Biomni ................................................314 BMC Software.....................................810 Bomgar................................................432 Celonis.................................................739 Certero ................................................710 Cherwell Software ..............................800 Citrix GoToAssist ................................640 Clockwork IT .......................................214 Epaccsys..............................................104 EXIN.....................................................334 FGI .......................................................634 FrontRange Solutions ........................514 GFI MAX..............................................636 Global Technology Solutions ............934 Hornbill Service Management ..........300 House on the Hill Software ...............316 ICCM ...................................................610 ISL Online............................................324 IT Governance ....................................936 itSMF UK .............................................826 Kaseya .................................................430

Kepner-Tregoe....................................204 Labtech Software................................630 LANDesk .............................................500 License Dashboard.............................338 LiveTime Software..............................720 LogMeIn ..............................................920 Marval .................................................842 N-able Technologies..........................336 NetHelpDesk ......................................728 NetSupport Software .........................824 Nimsoft................................................326 Omninet ..............................................438 Ovum...................................................650 paninteligence....................................950 Pink Elephant......................................600 Prior Analytics .....................................205 Purple Griffon .....................................625 Real VNC.............................................730 Richmond Systems .............................820 RMS Services ......................................420 ScriptLogic is now Quest Software...534 Selection .............................................330 Serena Software .................................210 SDI ............The SDI Knowledge Centre

ServiceNow .........................................410 Simplisys..............................................540 Specops software ...............................734 STI ........................................................426 Sunrise Software.................................200 Sysop ...................................................736 TechExcel ............................................216 The Grey Matters ...............................930 The Open University ..........................840 Tools4ever ...........................................320 TOPdesk UK........................................310 Ultima Business Solutions..................530 Unipress...............................................700 Versadev..............................................738 Virtuacon ............................................652 VitAL Magazine ..................................654 Vivantio................................................520 WM Promus ........................................218 Xeretec ................................................538 xMatters ..............................................624 XuiS......................................................926 Zoho/ManageEngine .........................938

Floorplan and Exhibitor List correct at time of press. Please refer to for any updates ShowPreview Page 11

SDITS Preview  

The Service Desk & IT Support Show - 24th & 25th April 2012.