A metrics model for ITSM/ITIL
From current research activity - what's wrong with out current ITSM metrics and how to move to a new and more value-driven model.
This session looks at the gaps and issues with what we currently provide, with a clear set of guidance on how to improve and deliver to a new set of expectations, based on digital and user experience, costs, risk and performance. DEX, CX, BRM, XLM
The session includes a suggested new model and criteria for data and a consolidated metrics model.
The role of line managers in creating mentally healthy workplaces
The content of this session is designed to showcase psychological safety, what that is, why it's beneficial, and how workplaces can achieve it. Line managers play a crucial role in business structure, having a greater access and visibility of staff than other roles. By unlocking the potential of the line manager role in establishing psychological safety, organisations can support staff with mental health challenges and benefit from lower attrition rates, increased productivity, and talent retention.
Panel Discussion - Sourcing, attracting and retaining diverse talent
A panel discussion, exploring the variety of resources that ITSM & Support professionals should be considering when looking to hire diverse talent. We will cover strategies for attraction and retention and re-emphasising the value that having diverse team can bring to an organisation.
Panel Discussion - Post Office - A National Scandal: What can we learn from IT?
The discussion will focus on the lessons learned from the Post Office Horizon IT scandal, analysing its impact and exploring the crucial role of Service Desk and IT Service Management (ITSM) in averting such crises in the future.
We will engage in a conversation about the significance of communication, knowledge, governance, and the profound impact of IT issues on mental well-being. We welcome your input during the event.
Charting your course towards an IT service management career path
Aimed at individuals interested in exploring the diverse and dynamic career paths within IT Service Management (ITSM).
In today's technology-driven world, ITSM plays a crucial role in enabling organisations to deliver high-quality services efficiently and effectively. This session will provide participants with invaluable insights into the various career opportunities available in ITSM and equip them with the knowledge and resources needed to navigate their career paths successfully.
Spent £30,000 and not a lead in sight
- Why current lead generation doesn't work and what needs to be done to correct it.
- Where lead-gen organisations are ripping them off.
- What is the best approach.
Unlocking business efficiency through generative AI
Are you curious about how to supercharge your organisations' digital transformation through Gen AI?
We invite you on a journey that unfolds our purpose and underscores the pivotal role of a people or customer-centric approach. Together, we'll navigate into the future, exploring the evolving world and how the concept of Total Experience is reshaping our work dynamics. This transformation will be examined through four lenses: human, organisation, ecosystem, and planet.
Reflect on the wealth of information at our disposal about our teams, customers, and suppliers. Envision the profound impact of personalising our responses—the language we use, how we communicate, and the way we initiate meetings. Furthermore, imagine the ability to predict potential challenges and proactively address them before they become blockers, or a world where AIOps powers business facing technology and not just IT.
Join us to understand how you can embrace the digital change and discern what’s needed for your organisation to embark on your journey into incidents, operations and intelligent automation
PANEL - Diversity in our workplace
In this engaging chat, we'll dive into the current state of diversity in our workplaces. We'll explore the key factors that help build a strong, diverse workforce and highlight why this is more crucial now than ever. Join us as a panel of industry leaders share their personal experiences and leave us with practical, insightful takeaways that we can apply in our own spaces.
MSP Valuations & the importance of Management Accounts
An overview of valuation methods for MSPs including examples and the implication of attributes of the business on deal process and profile. This session explores the connection between management accounts, chart of accounts structure, the importance on valuations and completing a sale from establishing and maintaining a mature approach to MSP financial management, years ahead of an exit.
How to build a marketing engine for your MSP
Mark speaks to dozens of MSPs around the world each month. The majority have built their businesses entirely on referrals.As he will explain, relying on solely on referral marketing is not a sustainable way of growing a business.
In this session, Mark will give you the instruction manual on how to build a marketing engine for your MSP business.
You’ll walk away with a ton of notes, but he will only let you into the session if you promise to take action when you get back to the office ...