Conference Programme

During the Conference you will:

Discover how you and your organisation can deliver an exceptional IT support service
Gain inspirational, practical and actionable ideas which we guarantee you'll implement on your Service Desk
Mingle and interact with your industry colleagues
Enjoy the opportunity to get away from the day-to-day office life to consolidate your thinking and service strategies

Day 211 June 2008

9.00 - 9.30

Registration and coffee

9.30 - 10.00

Wake up with Kirk, Tear Down This Wall and Re-focus your Team on ITIL v3!

The success of your ITIL implementation project - whether v2 or v3 - is crucial in many ways. One of the components for ensuring success with a re-focused ITILv3 projet is creating strong teamwork and the right mix of excitement, energy, readiness for change and emotional engagement. Kirk offers guidance on how to overcome roadblocks, blockheads and cynics that may be blockading your efforts to build community, culture, teamwork and results. Through some laughter-based group therapy, Kirk highlights proven best practices for overcoming negativity and breaking down the walls that are stopping your culture on its intended and necessary journey from good to great!

10.05 - 10.10

Chairman's Welcome, Howard Kendall

10.10 - 10.50

Keynote - Stephen Harvard-Davis, The Secret to Retaining Your Best Team Members

Stephen Harvard-Davis is the UK's leading specialist in retaining top talent within business, regularly writing a column for The Times. Stephen works with organisations frustrated by losing top talent and concerned that essential and critical appointments become a "net contributor" to the wealth of the business faster than is usual.

Top talent can find a new job at the click of a mouse and thus can leave your Service Desk at any time. To be competitive, you must attract and retain top talent and today Stephen looks at the importance of having your team filled with top talent and how easy it is to achieve and retain these people.

He'll show you how to reduce the time it takes for a new hire to become profitable member of your team, to reduce costs, increase productivity and ultimately improve profits.

10.50 - 11.05

Coffee

11.05 - 11.45

Choose one of the following three presentation streams:

Strategy Stream

Mark Chamberlain, IS Support Manager/Steve Bravin, IS Strategic Business Manager, Royal Navy Flagship Training, in association with Hornbill

The Flagship Service Desk Evolution
Management Stream

Ciaran Cosgrave, Chief Information Officer, Netstore, in association with FrontRange

Managing ITSM from Boardroom Conversation to Reality
Service Delivery Stream

Colm O'Shea - Irish Life & Permanent - Group IT Customer Service Manager, in association with Axios

Implementing Best Practice ITSM in your organisation

11.45 - 12.25

Choose one of the following three presentation streams:

Strategy Stream

Mike McElwee, ICT Director, English Heritage

ISO/IEC 20000 - Why bother?

More

The ISO/IEC 20000 standard for IT Service Management is very demanding and, as a consequence, only a small number of organisations have achieved it.
Is it worth the effort?>br /> Hear more about the journey taken by English Heritage, the pain and and how they successfully achieved their goal. Mike McElwee discusses why, how and, frankly, whether it was worthwhile.
Management Stream

Jennifer Macniven, Supplier Manager, HBOS plc

IQ or EQ - What really matters when motivating people to achieve high performance

More

Historically a high IQ has always been thought to be the key to success, however, in recent times researchers were puzzled by the fact that some people with fabulous IQ scores were doing poorly in life. They soon discovered that people with a high Emotional Intelligence tended to be more successful in life even if they have an average IQ score.
So why is Emotional Intelligence is becoming more important in the workplace and particularly amongst leaders? Highly effective leaders create a climate for superior performance and they demonstrate high levels of Emotional Intelligence (the capacity to manage their own emotions and the emotions of others). This session is a must-see whether you lead teams to deliver service, you're part of a team required to deliver great service or an individual wanting to improve your performance in both work and your life.
Service Delivery Stream

Mats Rennstam, Bright UK Ltd

The importance of great measurement and reporting in delivering great service

More

Making sense out of KPI's, CSF's, SLA's, OLA's, objectives, process measures, productivity measures and some tips on how to get these right based upon practical experiences. The session also covers how measurement and reporting under-pins service improvement programmes / initiatives.

12.25 - 13.05

Kirk Weisler, Chief Morale Officer, Positively Contagious Leadership

Do you have the ability to inspire real and lasting change in others? Do you have a passion and enthusiasm for learning, for leading, and for life that inspires people around you to get going and growing themselves? It's time to stop requiring and start inspiring the people you lead to strive for higher ground. Learn how to harness the power and principle of enthusiasm so that as the world around you catches what you have, they'll be better for it! Kirk enthusiastically promises that you'll leave this session with some immediately actionable and positively contagious ideas!

13.05 - 13.10