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10:00am New York / 2:00pm London / 10:00pm Singapore
Welcome by Moderator Welcome to the itSMF Online Conference events site. To view the "Next Generation Service Desk" programme line up for the live day you must first REGISTER for the event or LOG IN to the events site.
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Mike Simons |
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10:05am New York / 2:05pm London / 10:05pm Singapore
Service Desks: A Catalyst for Change
As the pace of change increases to ever complex support models, how can the service desk keep pace with the knowledge, operability and supportability of new estates, toolsets and applications. It is key for the service desk to be at the hub of all support, to act as a knowledge manager whilst ensuring the estate is supported in the most cost effective and efficient manner. What steps must the desk take to ensure it can achieve these requirements? |
Jules Collett |
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10:35am New York / 2:35pm London / 10:35pm Singapore
Leveraging Automation and integration to drive down total cost of ownership of your service desk
Automation and silo-integration are two key components of the next generation service desk. In this presentation we will discuss how these capabilities and others allow you to better align IT with the business. We will discuss customer examples and how automation improves the IT Service experience by eliminating many of the problems that occur in your typical service desk operation. |
Pandian Athirajan |
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11:05am New York / 3:05pm London / 11:05pm Singapore
ITIL V3 meets Software as a Service
Software as a Service (SaaS) applications built around ITIL v3 best practice processes are revolutionizing the IT service management industry. This session provides insight into how SaaS applications built around ITIL best practices can help your organization capitalize on a significant trend. You will learn about the basics of SaaS, the different delivery models, and the many benefits SaaS applications and best practice processes can bring to your organization. |
Matt French |
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11:35am New York / 4:35pm London / 11:35pm Singapore
Round Table Discussion
During the round table discussion, these leading experts will debate 'The Next Generation Service Desk'. As with all sessions, you can ask the panel live questions. |
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