24-25 APRIL 2012EARLS COURT, LONDON

The Service Desk & IT Support Show will return toLondon’s Earls Court on 24 and 25 April for its 18th year.Now, more than ever the feeling in the industry is that ITService Management is being recognised as the key ‘cog’of the organisation enabling every employee, whatevertheir role, to work efficiently and effectively.

A key theme of this year’s programme will be how to develop yourservice desk to get this recognition. On Tuesday 24th a new WhitePaper will be released which investigates how embracing mobilecan help transform the delivery of business services. Other sessionsacross the two days will look at the impact of emergingtechnologies and how social collaboration is reshaping IT ServiceManagement.

The programme also looks at the ever important challenge ofreducing costs and support calls by using tools such as self-service,getting certified to ensure your service desk really stands out, andbest practice including ITIL, Lean and MITUS2.

The exhibition will feature over 80 of the leading suppliersdemonstrating 250+ products and services giving visitors theopportunity to find the tools to help put all they have learnt in theseminars into practice.

At the heart of this year’s show will be the focus on ITSM as acommunity. There’s so much we can learn from our peers and SDITSwill provide you with a fantastic networking platform to do so. Hearothers successes in the case study-led seminars; share experiencesin the Hot Topic Roundtable Discussions; join the big discussion onTwitter throughout the show (#SDITS12) and make sure you getinvolved in the Back2ITSM initiative, see opposite for details.Can you afford to miss it? Register at www.servicedeskshow.com

The Service Desk & ITSupport Show is delightedto be supporting the launch of Back2ITSM, acommunity initiative basedon collaborative problemsolving.

Backed by keyassociations including SDIand itSMF UK, Back2ITSMwill ask practitioners whatthey really need and aims tobecome a community whereuser-generated content canbe shared freely and openly.

The creators say the sitewill contain practical content– templates, lists, checklists,metrics, processes etc – thathas been created and used inone organisation, and onceonline the content can bemodified, commented onand developed by users. The principle of Back2ITSMwill be ‘shared practice’ not‘best practice’.

Come and hear moreabout the initiative and howyou can get involved at thededicated BACK2ITSMseminar session - see thewebsite for full details.

Sponsored by:

Organised by:

Preview Sponsor:

Supported by:

Exhibition – Explore over250 products and servicesfrom leading industrysuppliers

Seminars – Threededicated theatres offeringfresh perspectives andvaluable practical advice

Keynote Theatre – Takingplace upstairs in theexecutive conference centre,gain inspiration and insightfrom the frontrunners of theITSM industry

Breakfast Briefings – In-depth research, discussionand debate on key issues

SDI Knowledge Centre –Learn everything you needto know to become a 5*service desk in 2012

New White Paper –Collect your free copy of‘Empowering people on themove’

Hot Topic Roundtables –Based on a host of topicalissues, share and learn fromreal experiences

itSMF UK Bookshop –Stock up on the latest ITSMpublications with exclusivediscounts available

Show highlights

Dedicate two days to celebrate ITSM

Going#Back2ITSM

THE UK’S LEADING IT SERVICE MANAGEMENT & SUPPORT EVENT

Register FREE today atwww.servicedeskshow.com

More about us www.divcom.co.uk

Diary at a glance

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Service Desk & ITSupport Show,Brompton Hall, EarlsCourt 1, London, SW5 9TA

Tuesday 24 April 09.30-17.00Wednesday 25 April 09.30-17.00

Entry to the show and theeducational programme isFREE – register today atwww.servicedeskshow.com

Breakfast BriefingsDaily, 08.30-09.45

Keynote TheatreDaily presentations at 10.30,12.00, 13.30 and 14.45

SeminarsDaily from 10.00

Hot Topic RoundtableDiscussionsDaily from 10.45

INDUSTRY NEWS

The IT Service Management Forum (itSMF UK), the UK’s largestservice management user group, will again be running the officialbookshop at this year’s show where all titles will be offered atdiscounts of at least 20%. They will be stocking a broad range ofpublications for IT service management and service deskprofessionals, including the latest ITIL 2011 and ISO/IEC 20000 titlesalong with numerous books on IT management, projectmanagement, cloud computing, social media and more.

Visit itSMF UK on Stand 826 to pick up a complimentary copy ofServiceTalk magazine, to find out about the new itSMF UK CourseEndorsement Scheme, to explore priSM credentialing and continualprofessional development, or to learn about the organisation’sannual conference and extensive events programme.

License Dashboard, a developer of solutions designed to helpreduce the costs and risks associated with software deployement,will be showcasing their new SAM Portal v2 solution.

SAM Portal enables organisations to create and enforcesoftware procurement policies that ensure all software requests gothrough appropriate approvals procedures, that all deployedsoftware is appropriately licensed, unused applications are re-harvested, procurements are centralised and cost-effective, andthat all deployments have a full audit trail.

They claim no other single self-service solution provides such acomprehensive workflow for the full lifecycle of software on thenetwork, ensuring productivity improvements for both end usersand help desk staff. Find out more at Stand 338.

IT Governance will be launchingtheir ITG SmartCard Series, acollection of card decksdesigned to be used as atraining aid. The decks will coverITSM, ITIL and ISO20000 whilstindividual cards will highlight aterm and its definition, andprovide ‘top tips’.

The company says the ITGSmartCard Series will offer amore enjoyable and engagingapproach to learning in a varietyof environments whether you aretraining with a partner, in agroup or by yourself.Visit Stand 936 for ademonstration of the Series.

Hornbill will be sponsoring theTwitter screens at #SDITS12 andare encouraging all visitors to getinvolved in the conversation.Whether you’re new to Twitter, anoccasional ‘tweeter’ or an activecommunity member, there’s greatvalue in listening to andinteracting with the #ITSMcommunity during the event. • Tweet from sessions taking

place in the Theatres and joinin with lively debate

• Network with new or existingcontacts and grow yourTwitter community

• Find out what’s going onduring the event

• Keep up to speed withHornbill’s activities byfollowing #stand300

Visitors who would like to findout more about Twitter can collecta free ‘Tweeting Tips’ leaflet fromStand 300, plus Hornbill’s PatrickBolger will be taking part in apanel discussion, The impact ofemerging technologies on ITSM,on Tuesday 24 April in SeminarTheatre 1.

SDITS 2012 debuts a new Keynote Theatre, inassociation with Ovum. Taking place upstairs in theConference Centre, the theatre will play host to anexciting series of keynote addresses and paneldiscussions across the two days.

The sessions will offer a strategic outlook from key industryplayers, including sessions by Richard Edwards and Roy Illsley –both principal analysts at Ovum, JenniferMacniven, and Noel Bruton, plus two engagingpanel discussions – ‘The great SaaS debate‘(13:30, 24 April) and ‘ITIL 2011: How to reallymake it work for your organisation’ (13:30, 25April).

Further insight from Ovum’s team ofanalysts will be available in 4 Ovum taster papers beingauthored in association with Servicedesk360.com. Each worth£250, the papers will be previewed on the website pre-showand will be available to collect from the Keynote Theatre andOvum on Stand 650.

Software Asset Management(SAM), PC powermanagement and passwordreset solutions specialist,Certero, will be launchingtheir all new AssetStudio®

suite of products on Stand710.

The suite combines anarray of powerful solutionsthat can be applied modularlyto address the complexchallenges of SAM includingDiscovery, Inventory,Distribution, Licence

Management (includingmodules for majorvendors), Metering toAccess Control (devicebased licensing for Citrix)and Messaging.

The company will alsobe demonstrating

PowerStudio®, its PC powermanagement solution andPassworks®, a self-servicepassword reset solution.

Bomgar, a provider of secure remote support solutions for themobile enterprise, will be showcasing the latestrelease of its award-winning software, Bomgar 12.1.The company says the new version has been developed to helptheir customers support the exploding number of devices, especially smartphonesand 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 alsoprovides advanced smart card-based security controls, and greatly improved enterprise supportproductivity by allowing remote control of Intel®vPro™ powered devices below the operating system. To view a demo of Bomgar 12.1, visit Stand 432.

New Keynote Theatre

Mature your software managementwith License Dashboard

Books, seminars, CPD and muchmore from itSMF UK

ITG SmartCardSeries helps ITprofessionalsInform.Teach.Grow.

Join in the#SDITS12conversation with Hornbill

Certero to launchnew AssetStudio®

suite

Bomgar 12.1 Expands Enterprise SupportMobility, Security, and Productivity

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INDUSTRY NEWS

Cloud based software providerISL Online – a first time exhibitorat the Show – will be displayingtheir enhanced onlinecollaboration tools. Thecompany are introducing remotedesktops for Apple and Androidmobile devices, along withadding live online videorecording to its webconferencing software. VisitStand 324 to find out more andfor a software demonstration.

Visitors to Ovum on Stand 650can see a demonstration oftheir Knowledge Centerinformation service, which helpsenterprises with the formulationof their IT strategy, product andservice selection, and ITportfolio management, and alsohelps software vendorsunderstand the demands ofenterprises. There will also bethe opportunity to win a KindleFire and speak with Ovumsoftware analysts about yourtechnology decisions.

RealVNC speeds up support

N-able Technologies willbe showcasing its new ITAutomation tools in thelatest release of N-central,a remote monitoring andmanagement (RMM)automation platform, atthis year’s Show.

Available from withinthe N-central dashboard,the Technical Runbook isused by technicians todefine best practiceoperating procedures andconfiguration standards fordelivering remote ITservices. The AutomationManager offers a code-lessscripting environment,enabling technicians to create multi-step policies through anintuitive drag and drop interface, without previous scriptingknowledge.

The company claims these tools will enable IT service providersto standardise internal processes, improve profitability and enhanceIT 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 towin a Blackberry Playbook.

Provider of best practice servicemanagement solutions,LiveTime Software, will belaunching Service Managerversion 7 on Stand 720 at SDITS.

The latest version will includenew features such as relationshipimpact mapping, enhancedworkflow editor, multisource LDAP,report scheduling and knowledgeimport, and will use the existingHTML-5-based interface and openstandards architecture thatensures quick deployment andunlimited scalability. Certified for11 ITILv3 processes, the companysays Service Manager will help youestablish best practice for yourservice desk quickly and easily.

SimpliSys, a first time exhibitor, will be launching CitrusService Desk. The service management software application

has been designed using inputfrom real end users anddeveloped by an ITIL trainedteam. The company says thisdevelopment approach hasresulted in a service desk that isintuitive by design, functionallyrich and easy to use, perfect fororganisations looking for a simplehelpdesk for Incident/Complaintmanagement or considering theadoption of ITIL best practice.

Visit Stand 540 for a freedemonstration and to talk to oneof their team about how Citruscould meet your needs.

Remote support, service deskand desktop managementsolutions provider NetSupport(Stand 824) will beshowcasing updates to itsrange of products.

NetSupport ServiceDesk, afully web-based incident,change and problemmanagement solution built onITIL guidelines, includes toolsto manage customerexpectations and keepbusiness-critical systemsrunning. The company saysincidents can be logged onlineand current statuses reviewedin real time, while the multi-lingual interface and workflow

processes automate theassignment of incomingincidents, provide prioritisedfault lists and deliver real-timemetrics and status reports.

NetSupport will also bedemonstrating a new mobileconsole app for theNetSupport DNA IT assetmanagement suite, whichgives continuous access todata; NetSupport Notify, asolution for deliveringnotifications and alerts directto desktops; and the latestversion of NetSupportManager which offers multi-platform support across alloperating systems.

New faces

The Service Desk & ITSupport Show is delighted towelcome more new exhibitorsto the show floor including:

CelonisEpaccsysEXINGFI MaxISL OnlineN-able TechnologiespanintelligenceSelectionSimplisysThe Open UniversityVirtuaconxMatters

Find out more atwww.servicedeskshow.com

NetSupport raises the bar LiveTime enhanceService Manager

N-able delivers ITAutomation by Design

Exciting timesahead for ISL Online

Let Ovum formulateyour IT strategy

RealVNC will be demonstratingVNC Viewer Plus, a solutionaimed at IT professionals wantingto remotely solve complex ITissues such as OS failures andboot problems. The product hasresulted from a collaborationbetween RealVNC and Intel toembed VNC technology directlyinto its chips, enabling users toconnect directly to the VNCServer from supported computerswith Intel® Core™ vPro™

technology, with no additionalsoftware required for full graphicalKVM out-of-band access.

The company will also beshowing a new version of itsflagship enterprise remote accesssolution, which has been updatedto significantly improve the userexperience.

For a demonstration and toregister for a free trial of VNC v5.0and VNC Viewer Plus visit Stand730.

A fresh approach with Simplisys

Register FREE today atwww.servicedeskshow.com

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INDUSTRY NEWS

News in Brief

Visitors to Stand 634 can discoverFGI‘s new Agile trainingprogramme. The certificationconsists of a 4 day course whichcovers APMG International AgileFoundation and Practitionerqualifications.

Adopting an Agile approach tothe delivery of projects canprovide several advantages - itallows the projects to respond toevolving requirements andensures that the solutions meetbusiness or customer needs,guaranteeing delivery on time, tobudget and with at least theminimum useable features. Agileis also flexible, and can be usedeither on its own or in conjunctionwith more traditional approachessuch as ITIL, PRINCE2 and MSP.

Unipress (Stand 700) will be introducing updates to Web HelpDesk, its service desk software solution. Feature additions includeDashboards which track performance in real-time, increasing thevisibility of business information for faster, more informed decisions;dynamic Action Rules allowing virtually unlimited routing and ticketupdate automation capabilities for inbound and existing tickets; andLook & Feel enabling custom stylesheet application to the customerfacing user interface.

Seminars, roundtable discussions, briefings and keynotescomplete this year’s unmissable education programme.Highlights include the unveiling of a White Paper – ‘Empoweringpeople on the move: how embracing mobile can help transformthe delivery of business services’ – at Tuesday’s BreakfastBriefing, sponsored by SDI and Cherwell Software. Wednesday’sbriefing, sponsored by FrontRange Solutions, will focus onoptimising the end-to-end service delivery process.

Topics discussed in the 3 dedicated theatres, sponsored bySerena Software, include problem management, ServiceCatalogue, Lean IT, ITIL 2011, Metrics, SaaS, the impact ofemerging technologies, shared services, managing andmotivating staff and much more. See pages 8-10 for full details.

For those wanting a moreinteractive experience, the Hot TopicRoundtable Discussions, sponsoredby TechExcel, will give theopportunity to share successes andfailures with like-minded visitors.Whatever your objective, you’ll leavethese small group discussions withpractical solutions and ideas to putinto practice. See page 7 for theprogramme.

SDI will be using the event tohelp service desks become thebest they can be. With signs ofradical change in the futurethey will be giving organisationsa route map to a permanentstate of transformation.Attendees can visit the SDIKnowledge Centre to learneverything they need to knowto become a 5* service desk in2012 - from leadership andculture to performance, resultsand customer engagement.

SDI will also be helpingvisitors embark on their ownservice improvement journeywith a range of presentationsover the two days, free reportsand a conference survival kit forthe first 200 visitors each day.

Become a 5*service desk

FGI launch newAgile programme

Essential education

TechExcel announcenew featuresTechExcel will be unveilingServiceWise 9.0 andCustomerWise 9.0 on Stand216. New features include web-based IT asset management,enhanced CMDB support andopen source options for assetdiscovery and remote control.Additionally, the release has anew AssetWise web clientwhich features asset linkdiscovery integrations with bothcommercial and open-sourceasset discovery tools.

Win an iPad withLANDeskLANDesk will be launchingLANDesk® Service Desk 7.5 onStand 500. Key featuresincluded are LANDesk® MobileWeb Desk, additional LANDesk

Service Catalogue features andenhanced LANDesk ManagementInformation. They will also begiving on-stand seminarsthroughout both days, with thechance for attendees to win aniPad2 after each session.

EXIN approach to ITSMTraining provider EXIN will beusing the event to demonstratethe EXIN approach to IT servicemanagement. Based on theISO/IEC 20000 standard, thiscost effective and practicalapproach captures the essenceof ITIL and role-based elements

such as assignments and reallife examples as part of thequalification. Find out more onStand 334.

Be an IT SuperheroLogMeIn will be demonstratingits remote support softwareLogMeIn Rescue on Stand 920.The company will also showcaseother products, with exclusivebundle prices available, they saywill help make you a superheroday in and day out - LogMeInCentral + Pro to proactivelymanage your devices, and theirlatest offering, join.me whichhelps employees share theirscreen spontaneously.

ICCM makes businessesextraordinary ICCM Solutions (Stand 610) willlaunch version 9 of its businessprocess management platform,which underpins its ITIL alignedservice management tool, e-Service Desk. The company saysversion 9 will offer a SmartBusiness Workspace; improvingbusiness collaboration andintegrating businessintelligence. By offering aframework extending beyondthe focus of the IT departmentthey claim the solution can helptransform businesses from goodto extraordinary.

RMS launches “ITSMBusiness Intelligence forAll”RMS will be showcasing RMSVision at Stand 420 – a self-service ‘google like’ search toolfor dashboarding, KPIs at aglance and data visualisation.The company believe thatContinual Service Improvementmust evolve to include BusinessIntelligence to fully understand,in real time, exactly what ishappening in IT and that thistool will allow organisations todo this with any ITSM system.

Sysmosis will have its Europeanlaunch at SDITS. The productwhich enables users to manage,configure, fix and controlremote Windows devices hasbeen developed by VirtuaConin partnership with SPAR.

Justin Todd, VirtuaCon’sCEO says “Sysmosis facilitatesseamless technical support byensuring device configurationand health are managed so SLAlevels are achieved”. Throughpackage design andpropagation, administrators cancheck and update software

versions, amend theregistry, copy and editfiles, query the WMIand Event Log,execute script andBAT files, manageservices and performmany other proactivesupport actions whichincrease uptime, reducesupport calls andminimise time toresolution throughouttheir internal and retailernetwork. Find out moreon Stand 652.

VirtuaCon implements Sysmosis

Latest features from Unipress

WIN aniPad2

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INDUSTRY NEWS

Cherwell Software will bedemonstrating its browser-basedversion 4 release of its self-service portal, Cherwell ServiceManagement. New functionalityincludes social media toolintegration, unlimited customsite creation, consolidated viewsof everything your teamsupports and the ability tocreate end-user workgroupsbased on any criteria. Find out more at Stand 800.

House-on-the-Hill will beshowcasing the latest version oftheir comprehensive and highlyconfigurable service desksoftware, SupportDesk 2012.Features include Touch UI - aninterface allowing access fromtouch screen devices, CaseBased Reasoning - aninteractive display of possiblesolutions to incidents as thesubject is input, and GraphicalWorkflow Designer - a graphicalinterface for the managementof Status codes using drag-and-drop. To see these featuresand more visit Stand 316.

With the need for professionalskills in ITSM identified by e-Skills UK as the most pressing inthe industry, The OpenUniversity will be launching apostgraduate certificate onStand 840. Tightly coupled toUK training provider GlobalKnowledge’s ITIL Best Practice

Portfolio, and augmented byOpen University modules fromits faculty of business and law,this qualification will not justshow what to do, but alsoensure the knowledge can beapplied in the workplace. It alsooffers accreditation for workexperience.

APMG-International are now theofficial accreditor of the SDIportfolio of exams and trainingcourses. They will be responsiblefor producing new coursewareand publishing revised exams from1 April 2012, adding to APMG’sexisting portfolio of professionalITSM qualification schemes. Find out more on Stand 105.

Self-servicewith no limits Tools4ever to give away

Blackberry PlayBookTo celebrate the launch of UMRA 2 – the latestversion of Tools4ever’s flagship product - UserManagement Resource Administrator - thecompany will be giving one lucky visitor thechance to win a Blackberry PlayBook in their prizedraw.

The company say the UserManagement ResourceAdministrator can helpstreamline the usermanagement accountprocess as organisations growin size. The product will helpensure changes to personnel arenoted and the IT department isinformed ensuring permissions andapplications for each user are accurately managed.

For your chance to win, and to find out more about theiridentity and access management solutions, visit Stand 320.

STI to publishsurvey resultsSTI, a training and consultancycompany, will be publishing theresults of their 2012 IT ServiceDesk Survey at SDITS. Thecompany expects over 400public and private sectororganisations will have

contributed to the surveywhich will look at the

everyday challengesof operating an IT

service desk.Topics considered include

the purpose of the service desk,staffing levels, working practices,performance measures, effectsof stress, cooperation from otherteams and ITIL. Visitors to Stand426 can also collect a copy oftheir new training brochure.

WIN aBlackberryPlayBook

New learning anddevelopment for ITSM

DiscoverSupportDesk 2012

APMG becomeofficial accreditor

Infosecurity Europe 2012 takes place next door on 24 –26 April. Visit to get an insight into how you can secureyour IT Infrastructure, ensure you are fully compliant andlearn from best practice end user examples. With over 300of the top infosecurity providers exhibiting from acrossthe globe, Infosecurity Europe offers the mostcomprehensive showcase of solutions, products andservices in the largest information security exhibition inEurope. Along with a New Exhibitor Zone designed toshowcase the latest products and services in the ever-changing IT security arena, there will be a wealth ofinformative educational sessions, all of which are free toattend.

The 2012 Keynote Theatre agenda will cover the keysecurity challenges facing organisations, includinggovernance, risk and compliance - together with how totackle the rising levels of IT consumerisation in theworkplace, and the ongoing headache of defendingagainst the problems caused by rogue employees - Just asmall selection of what you can expect at this year’s event!

Visitors to the Service Desk & IT Support Show cangain free access to this event via the internal crossoverpoint – no need to re-register.

Another great reason to visit...

SEMINAR PROGRAMME

BREAKFAST BRIEFINGS

HOT TOPIC ROUNDTABLES

KEYNOTE THEATRE

08:30 Empowering people on the movePanel includes: Cherwell Software, SDI & ForresterTake 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-depthlook at the challenges of Bring Your Own Device (BYOD) and mobility. Hearhow new technologies can positively transform the way that IT is delivered tothe business.

08:30 Stop thinking like an IT Department; Start deliveringservices like a businessPanel includes: FrontRange Solutions, AllianceBernstein & OvumExperts, practitioners and independent commentators come together to discusswhat’s really required for organisations to achieve their goal of running IT like abusiness including: why IT must abandon its silo mentality; How people, process andtechnology can be used to optimise the end-to-end service delivery process; Thekey steps involved in the journey to integrated service and IT asset managementand how to improve the quality of service you offer, while controlling costs.

Book your place at www.servicedeskshow.com/briefings

TUESDAY 24 APRIL WEDNESDAY 25 APRIL

10:30 Disruptive technologies: Create harmony out of chaosRichard Edwards, OvumCan 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 Ovumdetails exactly where social tools will fit into your business and why we shouldembrace 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.

12:00 Motivation & retention – Buck the trend of therecession impact

Jennifer Macniven, Service Management ExpertRecession has a significant effect on what people value. In this keynote session,Jennifer Macniven will explain how leaders can rebuild morale by overhauling theway 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 debateRoy Illsley, Ovum; Chris Dancy, ServiceNow; Rosh Hosany, AllianceBernstein;Quentin McPhee, Vivantio; and Ian Aitchison, LANDesk SoftwareSoftware-as-a-Service (SaaS) is gaining notable momentum with many vendorsoffering some form of SaaS solution. The decision to switch should not beautomatic and in this session, a broad cross-section of industry experts will debatethe 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.

14:45 KEYNOTE PRESENTATION

10:30 Lean, mean IT machineRoy Illsley, OvumOvum considers the role of IT will change within the enterprise and a combinationof ITSM and business service management (BSM) will be the approaches used tofacilitate this change. Organisations need to understand the role that IT andtechnology will play in running successful companies in an increasingly pricecompetitive 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 Why & how we must support users own techNoel Bruton, Noel Bruton ConsultancyNoel Bruton believes we can no longer have time to debate whether to supportuser-owned technology. In this session he explains why we must embrace theinevitability of dispersed IT ownership, what services we should offer and how wecreate 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 yourorganisation

Roy Illsley, Ovum; Ben Clacy, itSMF UK & Don Page, MarvalITIL has long espoused the need for IT-to-business alignment. Today more thanever, the pressure to deliver more for less is at its highest.From innovation throughto delivering business value, get involved with this crucial discussion and hear fromthe 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.

14:45 KEYNOTE PRESENTATION

TUESDAY 24 APRIL WEDNESDAY 25 APRIL

Sponsored by:

In association with:

Sponsored by:

Taking place upstairs in the executive conference centre, you can pre-book your place by visiting www.servicedeskshow.com/keynotes

HOT TOPIC 1 HOT TOPIC 2 HOT TOPIC 3

10:45 Problem & incident management BACK2ITSM Governance, compliance & security

12:00 Financial management - doing more for less Self-service, knowledge management & measuring ROI Metrics - finding the numbers that matter

13:15 Collaborative, social & peer-to-peer support Key considerations for upgrading a service desk system Creating a service culture

14:30 Using ITIL 2011 Blending in-house & managed services Motivating & rewarding staff

HOT TOPIC 1 HOT TOPIC 2 HOT TOPIC 3

10:45 Collaborative, social & peer-to-peer support BACK2ITSM Using ITIL 2011

12:00 Blending in-house & managed services Creating a service culture Financial management - doing more for less

13:15 Self-service, knowledge management & measuring ROI Governance, compliance & security Motivating & rewarding staff

14:30 Problem & incident management Key considerations for upgrading a service desk system Metrics - finding the numbers that matter

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

24 A

PR

IL25

AP

RIL

On arrival at the show, simply visit the Hot Topic Zone to sign up to the session of your choiceShowPreview Page 7

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SEMINAR PROGRAMME

Seminar Type: Case Study People & Performance Strategy & Process

THE PROGRAMMEBook 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 www.servicedeskshow.com/programme for up-to-date details.

SEMINAR THEATRE 1

10:00 The growth of the enterprise app storeIan Aitchison, LANDesk SoftwareMaking IT services more visible, easier to access and simpler to use are vitalgoals for teams that wish to remain relevant and contribute to on-goingbusiness success. This session explains how self-service, mobile devices and thecreation 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.

10:50 Keeping ITSM in tune with the business –Orchestrating IT & business processes

Kevin Parker, Serena SoftwareBusiness and IT alignment is virtually impossible until you have definedprocesses and goals for both groups. This session shows you how to createworking harmony, save money and drive real business results by addressing thebigger 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 servicesNick Woodruff, AvivaOften dismissed as a ‘basic’ ITIL function, problem management has thepotential to define all IT delivery. For seven years, Aviva has honed andperfected problem management and in this seminar will share its secrets on howto 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 emergingtechnologies on ITSM

Patrick Bolger, Hornbill Service Management; Stephen Mann, Forrester;Howard Kendall, SDI; Rosh Hosany, AllianceBernstein & StuartBarkworth, The University of SheffieldJoin this crucial discussion to learn how emerging technologies & socialcollaboration are re-shaping IT service management. Social media and mobiledevices - two related topics that have polarised opinion in the industry - will bediscussed 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 journeyBarclay Rae, SDI & David Wright, LogicaLogica have used benchmarking and certification as tools to improve the qualityof their services in all key areas. This seminar explains how the journey to SDIfour star status has elevated its profile throughout the organisation and providesan 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 guestsThe relevance of ITIL continues to be questioned but is still the driver behind ITservice management delivery for many major corporations. Join the discussionand hear from an experienced panel of experts to understand exactly why andwhy not to use ITIL.

10:00 Conceive, Believe, AchieveJennifer Macniven, Service Management ExpertDo you dream of achieving great success in both your work and personallife? Would you love to have an exceptional performing team withoutstanding commitment? Jennifer will show you how to set yourself apartfrom 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 How self-service models can improve ITSMKevin Parker, Serena SoftwareHear how developing and integrating self-service models into your existingtechnologies can really make a difference to ITSM, plus get to grips with theprocess 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 challengesJohn Fahey, STIThere are a myriad of external guides for building ‘best practice’, but JohnFahey says the best people to help are much closer to hand - you and yourteams. This session will give you the confidence to engage your team andcreate 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 culturalchange – ABC (Attitude, Behaviour, Culture)

Michelle Major-Goldsmith, Sysop; Stephen Mann, Forrester; Kevin Holland, UK Public Sector & Paul Wilkinson, Gaming Works50% of ITSM projects fail because of resistance. Hear the panel of expertsdebate the main causes of resistance and how to pre-empt them. The panelwill present the issues, global survey results and offer guidance on how toovercome 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 ServicesThe transition from traditional IT helpdesk, to a multi-service, integrated businessfunction poses many challenges, but is crucial for ensuring IT support remainsrelevant. In this session, managed service provider Calyx Managed Servicestakes you through their transformational journey, detailing the pitfalls and howthey 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 embracingan ITSM journey.

14:20 Hiding from the people factor?David Clifford, Enterprise DNAThe ITSM industry has concentrated on improving processes and tools,often ignoring the key resource which can improve performance and givecompetitive differentiation. This session will focus on our prime assets -people - and explore how you can improve your ITSM programme byfocussing 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.

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Seminar Type: Case Study People & Performance Strategy & Process

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 www.servicedeskshow.com/programme for up-to-date details.

SEMINAR THEATRE 2

10:20 The first time fix metric – Do you need it?Renee Mineart, Mineart IngenuityFirst time fix has become a trusted barometer of service desk performance, butis it justified? This session will explain the numbers that matter, how to findthem 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.

11:10 If you can’t manage yourself, can you manage others?Jo Johns, Jo Johns EducationThe best performing staff are often rewarded by a promotion to manager level, butJo 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 servicesJean Gamester & Nick Brennan, Buckinghamshire County CouncilBeing asked to do more for less is a perennial challenge for service deskmanagers. Hear first-hand how and why Buckinghamshire County Council adopteda 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.

12:50 Building quality service managementPim Arends, Ricoh Europe Netherlands B.V.Starting with ITIL and moving onto the global standard for service management,Ricoh will share its experience of harnessing best practice and certification tounderpin 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.

13:40 Transformation and driving business changeMatthew Burrows, BSMimpactAnyone who has struggled to make an IT project work has the scars and warstories to prove their ordeal. This session will pool some of the common (andextreme) examples of why transformation fails and offer solid guidance for thosewho 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, xMattersWe take consumer communication technologies and cloud services for grantedin our personal lives, but why don't we apply them to our IT processes? Bythinking about consumer communication, this session will help you alignprocesses 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 fitsAndy Kellett, OvumSecurity is now a massive issue for organisations and this session explains whythe service desk must play a key role in protecting the business whilesimultaneously ensuring there are no unnecessary barriers to day-to-dayoperations. 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.

10:20 The realities of Business Relationship ManagementMatthew Burrows, itSMF UKMatthew Burrows will explain not just the importance of business relationshipmanagement today, but how soon, it will massively influence every tenet of ITservice 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 The SDI fitness workout – Will your IT service be fitfor 2015?

Howard Kendall, SDIIT delivery in the 21st century is more challenging than ever, with quality of servicenow the main benchmark of success. Howard Kendall will show you how to give yourservice 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.

12:00 7 steps to Service Catalogue successBarclay Rae, Barclay Rae ConsultingA strategic session focussing on service catalogue, service level management &service level agreements - and how to make them work. Gain practical guidance onservice 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.

12:50 Maximising your technology investmentRem Floris & Mike Guest, The Channel Islands Cooperative SocietyThe Channel Islands Cooperative Society endeavours to give customers,both internal and external, the same high quality of service. You will hearfirst-hand how they centralised their technology across multiple departmentsto meet their customer-orientated goals, increase productivity and realiseoutstanding 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 toimproving ITSM

James Finister & Tom Jollands, Tata Consultancy ServicesThis session will explain how concepts such as Lean, Agile, Six Sigma and theTheory of Constraints can be used to improve the service experience, usingpragmatic 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 servicesitSMF UKMany organisations fail to successfully demonstrate the cost of delivering theirIT 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 thatdelivers real value

Roy Illsley & Adam Holtby, OvumHow can social, cloud and BYOD (Bring Your Own Device) improve day-to-dayservice desk operations while also providing business value? This session willdetail why the technologies many fear can truly help the service desk becomebetter 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

Page 10 ShowPreview

SEMINAR PROGRAMME

Seminar Type: Case Study People & Performance Strategy & Process

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 www.servicedeskshow.com/programme for up-to-date details.

SEMINAR THEATRE 3

10:30 MITUS2 – The methodology for IT user supportNoel Bruton, Noel Bruton ConsultancyHaving spent a quarter-century helping service desks, Noel has taken the lessonslearnt and created the precise Methodology for IT User Support (MITUS2). Noelexplains 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.

11:20 Mobility, cloud & the coming singularityChris Dancy, ServiceNowIn a single day in 2011 more data is created on the web than in the yearsspanning 1995 to 2000. Soon, navigating the streams of this "big data" willbecome a skill set that every IT professional will need. Chris Dancy will explainhow 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 2011Ken Goff, FGIClarification of difficult themes was a prime motivator behind the creation of ITIL2011. This session explains the extent of the changes and how the latestincarnation 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, LogMeInBusinesses who introduce scoring methodologies into their helpdesks candramatically improve the customer experience. This session will explore howplacing more weight on satisfaction and engagement metrics will help to betterpredict 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 & utiliseAndrew Smith, BMC SoftwareThe best way to ease day-to-day pressures and budget concerns is to gainsupport from other business leaders. In this seminar you will learn how toimprove 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.

14:40 Applying SAM to virtualisationStuart Dicken, Certero & Paul Tate, Ideal Standard InternationalThe average business spends 30% of its IT budget on software licensing. Thissession will explore the techniques that can optimise your service, includingautomation 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 yourservice desk

Maff Rigby, IT SmartDeskIt may be changing the way people communicate, but what can social mediareally do for service desks? Maff Rigby will use real-life examples to show wheresocial 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.

10:30 Who’s going to keep you employed?Jo Johns, Jo Johns EducationYour 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 soundbusiness 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 How Agile are you?David Tomlinson, FGIThe concept of Agile working is becoming very popular for IT teams honingtheir operations, but what does Agile really mean for service desks and how canyou 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 planningWolter Smit, TOPdeskThis session looks at our key resource - people - and references real examplesof positive (and negative) staff resourcing to show why a lack of planning andoptimisation 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 iPadLaurence Scott-Mackay, Alemba & Damien Moore, Northern IrelandHealthcareTablet computers, led by the iPad, have quickly created a new category of ITand in this session you will learn how such devices can transform the way servicedesks 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 betterKevin Streater, The Open University & Barry Corless, Global KnowledgeJustifying investment in certification can sometimes be difficult. Harder still isavoiding the pitfalls of choosing just any certification route. The OpenUniversity and Global Knowledge will explain how they have simplified theissue by distilling certification into achievable aims with solid, quantifiableoutcomes. • 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 barriersSimon Kent, Cherwell SoftwareNew technologies are emerging at an ever-increasing rate, and so is the enduser demand. However, they are meaningless unless they fulfil a business need.This session will show you how to create solutions, not barriers, and how toharness 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.

15:30 Towards total service managementChris Rixon, BMC SoftwareThe boundaries of IT, particularly relating to ownership are changing - who willprocure and manage technology in the next few years and how can we retainpole position? In this session, you will learn how the process-orientated legacyof 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.

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ShowPreview Page 11

FLOORPLAN AND EXHIBITOR LIST

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

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

ServiceNow .........................................410Simplisys..............................................540Sitehelpdesk.com...............................542Specops software ...............................734STI ........................................................426Sunrise Software.................................200Sysop ...................................................736TechExcel ............................................216The Grey Matters ...............................930The Open University ..........................840Tools4ever ...........................................320TOPdesk UK........................................310Ultima Business Solutions..................530Unipress...............................................700Versadev..............................................738Virtuacon ............................................652VitAL Magazine ..................................654Vivantio................................................520WM Promus ........................................218Xeretec ................................................538xMatters ..............................................624XuiS......................................................926Zoho/ManageEngine .........................938

Floorplan and Exhibitor List correct at time of press. Please refer to www.servicedeskshow.com for any updates

Exhibitor List

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Stand 810