45
Breakout Sessions
50
Expert Speakers
30
Exhibitors & Sponsors
500
Service Desk Professionals

Mar

27

Mar

28

Arrive, register, expo & networking
08:00  to  09:15 v Expo Hall
Welcome from the SDI Conference Host
09:15  to  09:20 v Main Stage (Kings Suite)

Welcome to the Spark25 exclusively for the SDI Community. Find out what fun we have in store for you over the next 48 hours!

Speaker:
David Wright 🏴󠁧󠁢󠁷󠁬󠁳󠁿. SDI Chief Value & Innovation Officer.
Welcome to the SDI Conference!
09:20  to  09:35

Welcome to the SDI Conference! This is your chance to explore new ideas, share experiences, and connect with like-minded professionals passionate about service excellence. Together, we’ll tackle industry challenges, embrace innovation, and shape the future of IT support. Take full advantage of the sessions, workshops, and networking—your insights and energy make this community thrive. Let’s make this an inspiring and valuable experience for you and your teams.

Speaker:
Paul Rodrigues. Chair. SDI.
Opening Keynote: Paul Jukes
09:35  to  10:15 v Main Stage (Kings Suite)

This entertaining, energising, inspirational, though provoking and unforgettable keynote performance will show you how we can all spread joy, positivity and to encourage change in society's approach to mental health.

Transforming lives for the better…one dance step at a time!
This is a keynote performance you will NEVER forget!

Speaker:
Paul Jukes. Keynote Speaker. Outta Puff Daddys.
Q&A with The Outta Puff Daddys Crew
10:15  to  10:30
Speaker:
Outta Puff Daddys.
Outta Puff Daddys Performance
10:30  to  10:50
Speaker:
Outta Puff Daddys.
Tea, Coffee & Networking
10:50  to  11:30 v Expo Hall
Top Priorities for IT Teams and Technology Leaders in 2025: Driving Business Value in a Transformative Era
11:30  to  12:00

The workplace technology landscape is evolving faster than ever, and IT leaders are at the forefront of this transformation. According to the latest forecasts, organisations are making record investments in digital transformation, yet many still grapple with fundamental operational challenges.

In this session, we’ll examine the critical priorities shaping IT leadership in 2025, uncovering key insights from The State of Resilience 2025. Together, we’ll explore:

  • Technical debt: Its impact on innovation and your organisation’s competitive edge
  • Service disruptions: Managing the costs and consequences of frequent outages
  • Digital revenue: Why IT is no longer just a support function—it’s a core driver of business value
  • Employee experience: The staggering price tag of getting this wrong

Join us to break down the numbers, identify the biggest opportunities for IT teams, and explore actionable strategies for building a resilient, future-ready organisation that drives business success through technology.

Speaker:
Tomas Baker. Lead Enterprise Account Executive. Freshworks, UK&I.

Live Podcast Drop In (Main Stage)

Live Podcast Drop In (Main Stage)
CX / Transformation / Automation and AI – Do These Things FIRST
12:05  to  12:45 v Main Stage (Kings Suite)

Improving service delivery across the enterprise through digital transformation, using Automation and AI, doesn’t happen without ensuring the right foundations are in place. You can’t support what you don’t know you have, you can’t change unless you understand the dependencies within your services, and you can’t drive efficiency and productivity gains through AI without the right data. In this live podcast, we talk about how to make sure you have the platform to allow you to delight your customers in an agile, scalable and efficient way. 

Speaker:
X cession.

XLA & CX Stream (sponsored by HappySignals)

XLA & CX Stream (sponsored by HappySignals)
Making IT Decisions that Matter Using Human-Centric Experience Data
12:05  to  12:35 v Earls

Employee productivity is now a top priority for organizations, and understanding how end-users experience IT and services is critical to making targeted improvements. Human-centric experience data is key to aligning IT services with evolving business needs and driving XLA (Experience Level Agreement) success. But how do you effectively advance IT Experience Management initiatives?
 

In this session, Mark will discuss the pivotal role of experience data in driving impactful changes. Traditional metrics and feedback methods often fail to capture the true challenges faced by end-users. You’ll walk away with actionable steps to kickstart your journey toward human-centric IT experience management, along with common pitfalls to avoid. Additionally, get an exclusive preview of the 2024 Global IT Experience Benchmark, highlighting top trends in the UK.
 

Key Takeaways:

1. Human-centric IT experience management prioritizes understanding employee sentiment and what drives their efficiency, shifting focus from traditional IT  metrics to employee experience (the "watermelon effect").

2. Experience data offers a different perspective, enabling more informed decision-making that prioritizes what matters most to employees and aligns with business outcomes.

3. The most common pitfall is focusing on the loudest complaints or overlooking critical improvement opportunities due to inadequate metrics

Speaker:
Mark Bewick. Senior ITXM Advisor. HappySignals.

ITIL & Value Stream (sponsored by ITIL4)

ITIL & Value Stream (sponsored by ITIL4)
The Road to Value Creation
12:05  to  12:35 v Arden 1

For decades, we keep hearing and saying: technology teams should focus on value. We know about value metrics, and value networks. We build value chains and optimise value streams.

We get the idea. And yet, again and again, we find our teams and organizations focused on local improvements, on metrics and targets. We consistently fail to collaborate and promote visibility. We repeat the same well-known mistakes. We chase new shiny solutions, continually ignoring the old good principles.

Why? What can we do to break this vicious circle?

In his presentation, Roman will share the recent findings, insights, and recommendations from the ITIL team that may, if applied properly, help remove the obstacles from the road to value.  Join this presentation to learn how to make stakeholders happier, and your team’s work more effective. 

Speakers:
Roman Zhuravlev. Senior Architect, ITIL. PeopleCert.
People Cert.

Automation & AI Stream (sponsored by ManageEngine)

Automation & AI Stream (sponsored by ManageEngine)
Generative AI - The Service Desk Game Changer!
12:05  to  12:35 v Dukes

Prashant shares his vision for how Gen AI and automation can change the service desk vision. Imagine if every service desk analyst had a co-pilot? What would your service desk look like then?

Speaker:
Prashant Arora 🇮🇳. Director, Strategy & Transformation. PepsiCo Inc..
Habits of a World Class Team
12:05  to  12:35
Speaker:
Josh Nelson. Director of Technology Experience. Power Design Inc.

ITIL & Value Stream (sponsored by ITIL4)

ITIL & Value Stream (sponsored by ITIL4)
ITIL Rewired: Turning Frustration into Innovation
12:40  to  13:10

 

When your Service Desk feels like a black hole for energy and innovation, it’s tempting to blame the framework. But what if ITIL isn’t the problem - it’s how we’re using or misusing it?

Let’s get real about the frustrations leaving us jaded and explore how a human-first approach to ITIL turns disillusionment into capability. Through the lens of Industry 5.0, we’ll explore how ITIL’s guiding principles amplify human creativity, unlock innovation, and create a human-centric service management culture.

This isn’t just about fixing what’s broken—it’s about designing a future where human-tech collaboration delivers meaningful experiences. That’s CX + EX = CEXy. Let’s turn burnout into breakthroughs, rediscover the ‘human’ in ITIL, and leave ready to rethink, laugh, and take action!

Speaker:
Simone Jo Moore 🇫🇷.

People & Process Stream (sponsored by Eficode)

People & Process Stream (sponsored by Eficode)
Session to be confirmed
12:40  to  13:10
Speaker:
Nia Hatchett. Head of IT Service Delivery. Age UK.

Digital Transformation Stream (Exclusive to VIP Ticket Holders)

Digital Transformation Stream (Exclusive to VIP Ticket Holders)
Redefining Service Delivery: Building High-Performing IT Teams that Break Boundaries
12:40  to  13:10 v VIP Exclusive (Lancaster)

In a world driven by rapid digital transformation, the demand for high-performing, resilient IT teams has never been greater. But what does it take to not only meet expectations but redefine what excellence in service delivery looks like?

Join me, as I share proven strategies for building Service Desk teams that embrace innovation, push boundaries, and consistently exceed organisational goals.

Through the lens of digital transformation, this session will explore how to foster resilience, drive adaptability, and inspire innovation in your service delivery approach. Gain actionable insights and practical techniques to elevate your team's performance, ensuring they’re ready to thrive in today’s fast-changing landscape.

Speaker:
Sarah-Jayne Bulley. Service Delivery Manager. Euromonitor International.

XLA & CX Stream (sponsored by HappySignals)

XLA & CX Stream (sponsored by HappySignals)
XLAs In Action: The GEA Group Experience Management journey
12:40  to  13:10 v Earls

Shaun shares their real-life experience management journey, emphasizing the "humanization of IT." Initially focusing on a managed service provider (MSP), he then expands his insights to internal service providers and the broader cultural impact. If you have experienced an outsourcing project that has affected IT's reputation, let's explore how IT Experience Management (ITXM) can be transformative. While it involves significant cultural and behavioural changes, ITXM fosters greater team collaboration and motivation towards a unified goal, continually enhancing the IT experience for end users and the businesses IT supports.

Speaker:
Shaun Brown. Director Global Service Delivery. GEA Group.

Automation & AI Stream (sponsored by ManageEngine)

Automation & AI Stream (sponsored by ManageEngine)
How IT Can Level Up with AI
12:40  to  13:10

AI-powered IT service management concentrates on providing outstanding customer experiences and fast innovation. The modern AI service management era has shifted IT processes from rule-based choices to automated data-driven decisions. Service teams can now allocate time effectively between essential projects and daily tasks, reducing end-user dissatisfaction due to slow responses.

ManageEngine's AI-powered service management solutions enable your team to:

  • Speed up support by automatically classifying tickets with the built-in ticketing system.
  • Auto-assign and co-ordinate your IT service tickets to appropriate technicians based on availability and expertise.
  • Use NLP-enabled chatbots for IT service management to answer user queries.
  • Leverage bots to trigger your unique customized workflows with one click.
  • Swiftly generate contextual responses and directly access ChatGPT's vast knowledge base and receive responses that include helpful information from external websites using a ChatGPT integration.
  • Predict approval and reopen actions based on past interactions.
  • Prioritize tickets that need immediate attention.
Speaker:
Manage Engine.
Lunch, Networking & Expo
13:10  to  14:10 v Palace

Digital Transformation Stream (Exclusive to VIP Ticket Holders)

Digital Transformation Stream (Exclusive to VIP Ticket Holders)
Maximising Return on AI Investment: Aligning Strategy, Measuring Impact, and Driving Continuous Value
14:10  to  14:40

The gap between AI hype and reality has left IT leaders questioning how to adopt AI without compromising cost, security, and measurable outcomes. In this session, we’ll explore how to strategically approach, adopt, and operationalise AI to achieve tangible benefits that extend beyond cost and operational challenges.

Key Takeaways:

  • Align AI initiatives with business goals to address critical problems and deliver measurable value
  • Track AI success with both quantitative and qualitative metrics to assess productivity and operational impact
  • Optimise AI investments by refining models and adjusting strategies based on performance insights

Gain actionable strategies to bridge the gap between AI promise and reality, ensuring sustained value for your organisation.

Speaker:
Jack Gaylor. Enterprise Account Executive. Freshworks UK & I.

ITIL & Value Stream (sponsored by ITIL4)

ITIL & Value Stream (sponsored by ITIL4)
Do You Want Fries With That? Practical application of ITIL-based processes & practices in the real world.
14:10  to  14:40

Join Sophie as she walks through the practical application of introducing new & maturing existing ITIL-based processes & practices. The session will include real world examples, featuring what has gone well, things to avoid with tips & advice on how to support your organisation and clients to utilise service management frameworks to support the delivery of service excellence, creating value for the business.

 

Key takeaways:

  • An understanding of how to adopt & adapt service management frameworks to achieve value

  • Real world examples of when it has gone well, as well as some pitfalls & challenges

  • Pragmatic steps and actions that can be used to continue your service management journey

Speaker:
Sophie Hussey 🇬🇧. ITSM & Leadership Consultant & Mentor.

People & Process Stream (sponsored by Eficode)

People & Process Stream (sponsored by Eficode)
Wellbeing in IT Service
14:10  to  14:40
Speaker:
Dawn Ibbeston. Clinical Hypnotherapist, Mental Health, Resilience & Wellbeing Trainer & Speaker.

Roundtable (Main Stage)

Roundtable (Main Stage)
Small Group Round Table Discussion
14:10  to  15:10 v Main Stage (Kings Suite)
Speaker:
X cession.

Automation & AI Stream (sponsored by ManageEngine)

Automation & AI Stream (sponsored by ManageEngine)
AI and The Future of Work: What To Do When Your New Colleague’s a Bot
14:10  to  14:40 v Dukes

In this session, PeopleReign CEO and host of the popular AI and the Future of Work podcast Dan Turchin will reveal insights from 300 conversations with academics, futurists, investors, executives, and technologists. Learn what the world’s leading AI authorities say is required to thrive in an era where humans and machines co-exist in the workplace—and how AI can actually humanise work in ways that improve employee experience.

Speaker:
Dan Turchin 🇺🇸. CEO. PeopleReign.

XLA & CX Stream (sponsored by HappySignals)

XLA & CX Stream (sponsored by HappySignals)
How to successfully implement XLAs – real life lessons
14:10  to  14:40

IT departments are under significant pressure to implement proper experience metrics and to move from SLA to also XLA but how can they do this? Are they clear on what experience and XLAs are? What are the steps to success?

This session is a practical step by step guide built from years of experience in hands on XLA and Experience Management implementation programmes and will enable delegates to learn from real life projects and stories and know where to start and what steps to take as they progress on the XLA journey. The session will answer:

 

What is experience, the experience economy and a real XLA?

What are the common pitfalls to avoid?

Is there a step-by-step guide to follow?

 

The session will outline a repeatable journey that has been built from the good and bad experiences of delivering hundreds of XLA design projects, providing the audience a practical guide through the challenges of implementing XLAs in real life!

 

Speaker:
Neil Keating. Joint CEO. XLABS.

Automation & AI Stream (sponsored by ManageEngine)

Automation & AI Stream (sponsored by ManageEngine)
AI For Service Desks in Action
14:25  to  14:55
Speaker:
Dan Turchin 🇺🇸. CEO. PeopleReign.

People & Process Stream (sponsored by Eficode)

People & Process Stream (sponsored by Eficode)
Wellbeing in IT Service
14:25  to  14:55
Speaker:
Dawn Ibbeston. Clinical Hypnotherapist, Mental Health, Resilience & Wellbeing Trainer & Speaker.

Automation & AI Stream (sponsored by ManageEngine)

Automation & AI Stream (sponsored by ManageEngine)
The Future Sidekicks of Service Desks!
14:45  to  15:15

Get ready for an exciting journey into the future of service desks with AI copilots! In this lively session, Sally will uncover how these digital sidekicks are set to revolutionise the way we handle service desk operations. Imagine AI copilots taking over mundane tasks, offering instant support to agents, and making customer interactions smoother than ever. Sally will dive into real-world use cases, highlighting the benefits but also looking at potential pitfalls. We have been talking about the impact that AI is going to have on the Service Desk for such a long time but it finally feels like it is coming and we will all soon be using AI to elevate the service experience to superhero levels. This will be a fun and insightful look at how AI is gearing up to become the ultimate game-changers in the service desk world. Don't miss out on the future – it's going to be a blast!

 

 

Speaker:
Sally Bogg. Head of IT (Internal). NHS England.

People & Process Stream (sponsored by Eficode)

People & Process Stream (sponsored by Eficode)
Session to be confirmed
14:45  to  15:15
Speaker:
Efi code.

ITIL & Value Stream (sponsored by ITIL4)

ITIL & Value Stream (sponsored by ITIL4)
Enhancing Service Desk Excellence: Leveraging Knowledge Management and ITIL Best Practices
14:45  to  15:15

Discover how to elevate service desk operations by integrating Knowledge Management and ITIL best practices. This presentation equips managers with strategies to streamline incident, problem, and change management while improving first-contact resolution and reducing resolution times. Learn to align knowledge processes with ITIL frameworks, foster continuous improvement, and boost team efficiency. Packed with actionable insights, this session empowers service desk managers to drive excellence, enhance customer satisfaction, and deliver measurable results.

Speaker:
Claire Davies. Knowledge & ITIL Evangelist. Rolls Royce.

Digital Transformation Stream (Exclusive to VIP Ticket Holders)

Digital Transformation Stream (Exclusive to VIP Ticket Holders)
Service Improvement: What Your Leaders Are Looking For
14:45  to  15:15 v VIP Exclusive (Lancaster)

If you have ever had a service improvement or digital transformation initiative knocked back by senior leaders, this is the session for you. Discover from Damian what CIOs are looking for and how to get the 'yes' for your transformation or improvement project.

Speaker:
Damian Bowen. Strategic Advisor, Former IT Director. Teal Advisory.

XLA & CX Stream (sponsored by HappySignals)

XLA & CX Stream (sponsored by HappySignals)
Living The Dream: The Incident Free Service Desk
14:45  to  15:15 v Earls

Tired of the same old service desk grind? In this session I'll be sharing a radical new approach that will revolutionise how you support your users. Get ready to break the mould! Discover a fresh perspective on IT support that will transform your team, create happier users and boost your organisation's success.

Speaker:
Tarun Dewat. IT Service Support Manager. Sandwell & West Birmingham NHS Trust.
Tea, coffee, networking & expo
15:15  to  15:45 v Palace
XLA & CX Stream (sponsored by HappySignals)
Experience Management
15:45  to  16:15
Speaker:
Doug Rabold 🇺🇸. Bold Ray Consulting.

ITIL & Value Stream (sponsored by ITIL4)

ITIL & Value Stream (sponsored by ITIL4)
Breaking the Cycle: Mastering Technical Debt in IT Service Management
15:45  to  16:15

Technical debt can erode IT operations, reducing efficiency and increasing costs if unmanaged. In this talk, Scott Everett, an ITIL 4 Certified Master, explores the technical debt lifecycle and links it to ITIL’s Continual Service Improvement (CSI) practices. Attendees will gain practical strategies to address debt, balance short-term deliverables with long-term value, and adopt governance frameworks to sustain service quality. Learn how mastering technical debt supports CSI and drives sustainable success in IT service management.

Speaker:
Scott Everett. Head of Application Management & ITIL® 4 Master. Anglia Ruskin University.

Automation & AI Stream (sponsored by ManageEngine)

Automation & AI Stream (sponsored by ManageEngine)
Automation & AI Session Coming Soon!
15:45  to  16:15
Speaker:
Matthew Hill FRSA. Director of Technology Innovation. Rethink Mental Illness.

Digital Transformation Stream (Exclusive to VIP Ticket Holders)

Digital Transformation Stream (Exclusive to VIP Ticket Holders)
Top Tips for ITSM Tooling in A Digital World
15:45  to  16:15 v VIP Exclusive (Lancaster)
Speakers:
John Noctor 🇬🇧. Chief Delivery Officer.
Mike Kyffin. Head of Consultancy Services. SDI.

People & Process Stream (sponsored by Eficode)

People & Process Stream (sponsored by Eficode)
Designing Exceptional IT Service Desk Experiences: A Human-Centered Approach
15:45  to  16:15

Step into the future of IT service delivery with Alex Harding, Head of IT Services at Runshaw College. In this inspiring session, Alex will show you how to revolutionise your service desk by putting people at the heart of your strategy. Through a blend of human-centred design, persona development, and agile methodologies, you’ll gain the tools to deeply understand your customers and create experiences that truly resonate.

This session isn’t just about ideas—it’s about outcomes. Walk away with actionable strategies to:

  • Redefine your service desk as a trusted partner to your users.
  • Deliver more personalized, efficient, and impactful interactions.
  • Boost customer satisfaction and empower your team to thrive in today’s dynamic IT landscape.

Don’t miss this opportunity to transform your service desk into a driver of excellence and innovation.

Speaker:
Alex Harding. Head of IT Services. Runshaw College.
Keynote: Aspirationally Idle - A fresh Approach To Digital Leadership
16:20  to  17:10 v Main Stage (Kings Suite)

CIO Martin Sadler outlines a fresh approach to digital leadership and offers a proven approach to leading, managing and improving Digital and IT services. Topics include team building, improving workplace culture, supplier management, introducing great processes and building incredible customer service. This keynote will help you and your team create a service that is the best it can be.

Speaker:
Martin Sadler. IT Leader, Author, Speaker, Aspirationally Idle.
Conference Close & Expo
17:10  to  17:15 v Main Stage (Kings Suite)
Speaker:
David Wright 🏴󠁧󠁢󠁷󠁬󠁳󠁿. SDI Chief Value & Innovation Officer.
Book Signing with Martin Sadler
17:15  to  17:30 v Kings Foyer

Your chance to meet Martin and buy a signed copy of this book. Photo opportunities available!

Awards Drinks Reception, sponsored by Peoplecert
19:00  to  19:30 v Expo Hall
Speaker:
People Cert.
SDI Awards Gala Dinner & Ceremony
19:30  to  23:59 v Main Stage (Kings Suite)

With thanks to our Official SDI Awards Sponsor - PeopleCert

 

Speakers:
Paul Rodrigues. Chair. SDI.
People Cert.
Catherine Newman. VP Global Business Development. PeopleCert.
Who Can You Network With At Spark25?