28th June 2018 – Service Desk Event
This event is an exploration of the Service Desk and how it is, or can be, the conduit to service improvement across the business. We all know that good strategy is built on the trifecta approach of People, Process and Technology, but it is not a successful strategy until its deployed – and none work in isolation.
With so many frameworks and models in existence – how do you decide which (if any) to use, where to start and how to build an effective Service Improvement plan to move you forward? We have put together this FREE half day event to review current thinking on how IT can facilitate effective and changing business strategies.
The event includes 3 speakers as well as a 4th interactive Q&A session offering attendees the opportunity to ask questions about their own challenges – as well as the content covered during the day. The first speaker, Brian Johnson, brings his unique blend of humour with an extensive knowledge of ITIL, and a view on why Business Information is what is ultimately most important. We then have a session on the capability of Service Management tools with regards to facilitating improvements in process and services. Finally, and perhaps most importantly, we will look at the attributes and skills required of those charged with delivering the service at the front line.
Following the Q&A session, and during the morning break, we encourage attendees to take the opportunity to network over lunch with peers, speakers and the Bright Horse team.
9:00-9:30: Arrival, Registration and Coffee
9:30-9:45: Bright Horse & Event Introductions
Ken Wilson, ITSMF General Manager
9:45-10:15: The Universal Service Desk
Brian Johnson, Author Universal Service Desk, ITIL, BISL and BIM
As the author of the Universal Service Desk, Brian presents the concept that a Service Desk should not focus on IT frameworks, such as ITIL etc, but rather business services, processes and procedures that would then cover ANY form of service provided to the business.
10:15-10:45: Service Desk Technology Servicing the Enterprise
Neil Keating, MD Bright Horse
With the move towards an enterprise led approach to Service Management, Neil will explain how technology can facilitate Service Desk provision which can be applied to any other services in the organisation such as facilities or HR. The session will include real world examples of how Bright Horse has implemented such projects in to customer sites.
10:45-11:00: Refreshment Break
11:00–11:30: Any Service Desk is only as good as its people!
Based on many years’ experience delivering customer service skills programmes for organisations world-wide, this session will address the people issues encountered at the Service Desk and how to make the most of these valuable resources.
11:30-12:00: Q&A Service Desk Challenge
We would like to invite all attendees to bring their specific Service Desk challenges to the forum for discussion and advice. With our Service Management and Technical Consultants on hand to supplement the speakers – take the opportunity to receive input and feedback from your peers – and some actionable value from the event.
12:00-13:00: Lunch, Networking and Stadium Tour
13:00: Event Close
*Registration for this event has now closed. Please keep checking back for new events soon!*