Monday 25th March

13:00 - 17:00 Pre-Conference Workshop

Service Desk Certification - Meet the Stars

Learn how to improve the value you deliver to your customers by using  SDI’s Service Desk Certification (SDC) programme. At this pre-conference event you will hear stories from organisations who have used, or are in the process of using the best practice Standard to achieve Service Desk Certification.

You will have the opportunity to discuss your own SDI certification experience and ask any questions about the process or challenges your organisation has faced.



12.30 - Registration

13.00 - An introduction to our event from our host Tom West-Robinson.

13.15 - Paige Smith, Air IT’s SDC Journey: Overcoming obstacles and achieving 3-star success

13.45 - David Gordon, Head of IT Service Operations, Informatics Merseyside

14.15 - Break. Tea, coffee & light refreshments will be served.

14.45 - Lisa Macdonald, IT User Support Manager, University of Edinburgh

15.15 - Speaker to be confirmed.

15.45 - Q&A and Close


Tuesday 26th March


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Stream 2

Stream 3

Stream 4


8:50 - 9:00 Conference Welcome & Open


9:10 - 10:10 KEYNOTE: Jamil Qureshi, High Performance Teams

Jamil Qureshi is one of today's foremost practitioners of performance psychology. Having spent many years working with the world's elite, he is in a genuinely unique position to define 'what makes the difference'.

An expert in the psychology of leadership, leadership communication, improving people performance, Jamil specialises in purposeful and meaningful change techniques.




10:15 - 11:00


Martina Holubcova

Customer Satisfaction

Martina Holubcova, Service Desk Manager, Information Systems & Digital Services at Manchester Metropolitan University will share her expertise on customer satisfaction.

Katie Gibbs

Service Design & AI

Head Of Consulting And Delivery At Heron AI will host Service Design and Artificial Intelligence. 


Erika Dapkiene

Head of IT Service Desk at Danske Group will discuss the company’s Watson implementation story with IBM

Chris Clarkson

Shift-Happens – Shift left and improve service quality using remote support tools

The industry has always looked for technology to reduce operational costs, while optimising the performance of the service desk and support staff. Chris Clarkson, Senior Solutions Engineer at Beyond Trust, will discuss how the correct remote support tooling can quickly deliver benefits to a shift-left strategy, enabling support desks to rapidly improve service quality.

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11:00 - 11:30 Refreshments, Exhibition & Networking 



11:30 - 12:20


Jon Hall

Swarming & Devops for ITSM

Principal Product Manager at BMC Software will discuss Swarming & Devops for ITSM.

The Amelia Project with CGI

CGI will join us to talk about IPsoft's Amelia - Your Digital Colleague.

Large-scale contact centres and static chatbots will one day be a thing of the past; digital colleagues who think, speak and empathise like humans, who are also adept at understanding how a business works, are the future. Paul Phillips, Senior Service Desk Operations Manager, will be sharing CGI's story of investment in virtual assistants; how they are being used to enhance the service experience and the benefits being experienced by end users.





Robert Hallam

Happiness and a deeper purpose comes first – Even When you Have 85,000 People

Some people think it’s easy for a small company to be happy but hard or impossible for larger organisations. Well, John Lewis Partnership (JLP) is here to show that it is possible.

Robert, Head of Democratic Engagement will be discussing how JLP’s ultimate purpose is “the happiness of all its members, through worthwhile and satisfying employment.” They achieve this by making all employees co-owners, by sharing profits and by running the company in a democratic way that encourages participation in decision making.





12:20 - 13:20 Lunch, Exhibition & Networking


13:20 - 14:05 KEYNOTE: Jeff Rumburg - The Future of Service and Support – A Brave New World!

IT Service and Support organisations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.

In this keynote address, Jeff Rumburg, Managing Partner at MetricNet, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.




14:10 - 14:55


Hosted by Jamie Bell

Service Desk Standards 2019 Refresh – Ask The Experts

The SDI Service Desk standard is being updated to help service desk teams everywhere achieve their full potential and raise the quality of service delivery, in line with the ever-changing Service Management and Service Operations landscape. A panel of the ITSM industry's leading experts answer your questions about the next iteration of the globally recognised best practice standards for Service Desks.

The panel will be hosted by Service Desk Specialist Jamie Bell. Panelists include SDI’s Chief Value & Innovation Officer David Wright, Consultant, Auditor & ITIL4 Author Barclay Rae, IT Service Management Advisor & Consultant Damian Bowen and Consultant & Customer Service expert Lynne Nash.

Kathy Berkidge

Mindfulness at Work

Agile Consultant and Mindfulness Coach Kathy will discuss the key to genuine collaboration – mindfulness. Mindfulness enables us to be truly alert to what is happening with our work, with our team, and within ourselves, to be more responsive to our customers’ and stakeholders’ needs.

Nick Harris

It's Never-Ending! Leadership and Change Skills for Service Managers and Team Leaders

Nick, Head of IT Service Delivery at Oxfam, will offer both serious and light-hearted tips on running an effective IS service in environments which are often challenging and endlessly changing. 
Nick will share best practice advice, plus his experience on leadership skills, running the team, improving service and delivering transformational change. 

Jon Lucas

Head of IT Engagement at University of the Arts London

“In 2015 we deployed Marval MSM, which replaced our old service management tool. Part of the project included on boarding other helpdesks across UAL. We started this in 2016 and deployed Marval to 5 other helpdesks. Since then we have seen an increase in requests being fulfilled or resolved across the board. With escalation across a number of support teams that would of normally be done via email, now being managed through Marval.

We are now approaching a time where word has got out, and other support teams want to be involved and use Marval.”

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15:00 - 15:25 Refreshments, Exhibition & Networking 




15:25 - 16:10


Scarlett Bayes


SDI's research shows that over half of service desk professionals rank Customer Experience as the most important measure for their service desk. 

Analysing the survey data, Scarlett - SDI’s Industry Analyst, will look at whether analysts’ and commentators’ focus on CX is reflected by the industry, how service desks monitor their CX, and how to report this to the business to demonstrate a service desk’s value. 

Mick Finnan

Transforming a Service Desk from Regional to Global

Head of Global Service Desk for Computershare Mick, will talk through the decision taken to centralise the Global Tech Support function and transition 5 Service Desks into a new technology hub. The session will include the challenges faced with relocating the Service Desk in each region, large scale recruitment, training, development, staff retention and ultimately the positives in making such a move.

Scott Lake

The ESP Journey - Self Service, Automation, Artificial Intelligence and Robotic Process Automation

Head of Global Service Desks at ESP Scott Lake, will discuss how ESP started their automation journey and how they tackle today's challenges for Self Service and Artificial Intelligence to meet customer demand for a 15 minute response. There is additionally the bigger future challenge for AI, Robotic Process Automation and how ESP continue their journey at the forefront of technology innovation for their customers.


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16:10 - 17:10 CLOSING KEYNOTE: Jo Fairley

Jo Fairley has built her businesses – Green & Black’s, Judges Bakery, The Wellington Centre and The Perfume Society – in part by putting her passion for customer service at the heart of all these ventures.

Sharing the rollercoaster journey of building Green & Black’s into a global ethical brand, Jo will talk about running a one-woman customer service desk within her businesses to keep her finger on the pulse of what was bothering her customers. Jo will deliver amusing and interesting anecdotes alongside sharing insights into the bigger journey of building the business, focusing on what G&B’s got right.


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Drinks Reception 19:30 - 20:00

Awards Gala Dinner 20:00 - 01:00


Wednesday 27th March

09:30 - 09:40 Conference Welcome & open


Stream 1

Stream 2

Stream 3

Stream 4

9:40 - 10:30 KEYNOTE: Conference Energiser, Improv with Neil Mullarkey

After an evening of sparkles and celebration at the SDI Awards, Day 2 of the conference kicks off again in force! This high energy, high impact comedy improv session will get us all laughing our socks off. We guarantee you will be ready to face the day ahead full of smiles and happiness!




10:30 - 11:15


Benjamin Drury

Build Culture and Increase Revenue: How to rid your organisation of politics and create a massively high performing team

Imagine every one of YOUR employees going to work excited and energised by what they do. Bringing their 'A' game, solving problems, hitting deadlines, going the extra mile…
This interactive workshop will take delegates through the four steps of the Culture Guy’s ‘One Framework’ looking individually at their purpose, teams, voice and focus. It is a practical session giving the opportunity to use some of the techniques and tools within the framework to begin the process of examining and explicitly creating organisational culture. 

Jakob Sassersen

How co-creation secured us a front seat in the digital journey

Join Jakob, Associate Vice President at NNIT in this session to learn more about:

  • How NNIT through AI have improved their ticket routing with improved efficiency and increased employee satisfaction

  • How they use AI for improved problem management for their supporters & service managers

  • How Implementing a chatbot can be a learning experience before later gaining the ROI management desires

  • What’s next and how does it impact the profiles in the support organisation

Sunil Mehta

The Role of Service Desk in the Digital Era

In this presentation, Sunil, Managing Director at Quint Wellington Redwood India, will focus on how the service desk is transforming through the use of new ways of working including Lean, Agile, DevOps, Automation and Digital.


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11:15 - 11:45 Refreshments, Exhibition & Networking




11:45 - 12:30

Benjamin Drury Continued Workshop Session

Speaker To be Confirmed Soon...

Speaker To be Confirmed Soon...



12:30 - 13:30 KEYNOTE: Neil Mullarkey '7 Steps To Improve Your People Skills'

Author of 'Seven Steps to Improve Your People Skills' Neil is highly accomplished in the field of management training, having run many workshops and hosted conferences for private and public organisations. Neil will use techniques of theatre improvisation to inspire you and your team to embrace your creativity and enhance communication skills on your service desk.



13:30 - 14:15 Lunch, Exhibition & Networking




14:15 - 15:00


Feezaan Asghar

Service Desk Leader at Leeds Beckett University

Speakers To be Confirmed Soon...



15:00 - 15:45


Speakers To be Confirmed Soon...



15:45 - 16:00


Speakers To be Confirmed Soon...