Automation & Integration - Game changing technology you can use right now
Although Artificial Intelligence offers huge promise; data maturity, governance, and skills are significant roadblocks to mainstream adoption. CIOs are demanding efficiency now and technology exists to deliver it. Patrick and Adam will explain how Wessex Water have achieved over 90% automated population of their CMDB. By automating joiners, leavers and movers, software distribution, networks access, and infrastructure maintenance tasks, IT has delivered over £100K of efficiencies using tools that are available today. With their house in order, the Wessex Water IT team is now delivering greater business value by deploying enterprise service management to several teams across the business.
How to provide 5 star service
Technology support teams are hospitality powerhouses, and this session will help translate some of the new concepts we use to serve our specific subsets of users. This session will help you think about new ways to provide a better, more human experience and earn the reputation as a great service organisation.
From Scarcity to Abundance: Navigating the New SEO Landscape for MSPs
In a world that often feels confined by scarcity, we're reminded of the boundless opportunities at our fingertips. This presentation delves into the transformative mindset shift from scarcity to abundance, using SEO's evolution for MSPs post-pandemic as a prime example. Explore how the digital landscape has been democratized, offering MSPs unprecedented potential to scale both nationally and internationally.
It's dangerous to go alone! Take this: growing your MSP by offering Co-Managed IT Services
We all want to grow our businesses and find new clients that we can help achieve their goals and find success together, but who ever said you had to be the only person in the room that speaks tech?
In this session, we unpack the world of Co-Managed IT, and how your business can not only survive in the co-managed market but thrive, by expanding your offerings to become a true partner to in-house technology teams and make them confident that it's dangerous to go alone.. but with you at their side, they can be truly successful.
Helpdesk Horizons: The Four Pillars to AI Implementation
"Helpdesk Horizons: The Four Pillars to AI Implementation" offers a structured guide to successfully integrating AI into helpdesk operations. Explore the crucial pillars, empowering decision-makers to navigate the complexities of Intellectual Property or 3rd Party Tools. Gain insights into valuation changes, shaping strategic conversations. The journey doesn't end at implementation; embrace continuous evolution through the Clean and Optimise strategy. Join the transformative journey and ensure your helpdesk not only adapts but thrives.
How to build a high performing technical team
At this session, Ian will share with you the 5 key principles to help you turn your technical team into a high performing, aligned and engaged team.
Many MSPs simply recruit more people when they get busy and overlook the fact that their existing teams don’t take responsibility, work to their standards or think for themselves. This impacts efficiency, capacity and ultimately profitability.
Instead, if you understand how to align, engage and motivate your people then, all of a sudden, life gets easier!
If you want to build that High Performing team to help your MSP get to the next level, then don't want miss this session!
Growth - It's more than Sales - retaining clients/ amazing service
In the competitive world of IT Managed Service Providers, securing new clients is a significant achievement. But what comes next is equally, if not more, important. Once you’ve won those deals and successfully onboarded your new customers, the key to long-term success is keeping them satisfied. Customer retention and profitability are directly linked to delivering exceptional services.
In this session, we will delve into the strategies that MSPs can employ to fine-tune their service delivery, ensuring their clients are not just satisfied but delighted. We'll explore the importance of delivering services that go above and beyond expectations, making customers happy and loyal.
University of Aberdeen and Real Chemistry extend beyond IT: Elevate employee experience with unified service delivery across the enterprise
Over 38% of employees perceive a risk of burnout due to inefficient work processes. In today's interconnected workplace, providing a unified experience for employees is paramount for enhancing productivity, nurturing engagement, and boosting overall employee satisfaction. While IT leaders traditionally invest in service management for IT, expanding these solutions to HR, Facilities, Operations, Sales, and others offers significant benefits in unifying service delivery. This extension promotes collaboration, improves efficiency, and cuts costs.
Discover how Real Chemistry and University of Aberdeen enhance the employee experience and streamline service delivery across departments using Freshworks.
Navigating the ITSM tool selection process - a deep-dive into shaping requirements for the perfect business fit
A pragmatic exploration into crafting requirements for an ideal business fit. This session explores key considerations, best practices, and strategies for selecting the perfect IT Service Management tool. It provides valuable insights for IT professionals and decision-makers, enabling them to make informed choices that align with their organization's needs and goals.
Making "Shift Left" a reality
"Shift Left" is a buzz term that's been used across the industry for some time now. However, it can often be challenging to turn it from a buzz term to a reality. I will share different tips and tricks that I've seen work well in the past, including a recent example where the implementation of a new operating model at Bidvest Noonan meant "Shift Left" was a necessity and not just an aspiration.Through using Categorisation to mature our Knowledge Management process and aligning it with our Skills Matrix, we've taken a fresh approach to "Shift Left"