Monday 25th March

13:00 - 17:00 Pre-Conference Workshop

Service Desk Certification - Meet the Stars


Tuesday 26th March


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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. 


Mark Bennett

Leadership, Culture & Rethinking IT

Mark provides IT Consultancy Services & Interim Senior Leadership to help great companies transform their IT Services.


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 centers and static chatbots will one day be a thing of the past - Amelia instead will provide companies with a host of digital colleagues who think, speak, and empathize like humans, who are also adept at understanding how a business works.





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.

JLPs 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


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 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. 

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 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. 

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



15:25 - 16:10


Jon Lucas

Head of IT Customer Services at University of the Arts London

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.

Darren Munsey & Lisa Rothschild

Are you ready to be a parent and introduce AI onto your Service Desk?

Over the past 4 years the JLL service desk provided by IBM has been on an amazing journey, this included on-shoring the team, increasing language capabilities, streamlining processes, advanced tooling, additional communication methods and a customer satisfaction approach. This culminated in JLL being awarded the 2017 transformation and improvement award in 2018. In 2018 we started our AI journey, this session talks about what you should expect and when. Think of a robot as a baby, it needs time to learn and a lot of patience.

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


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9:40 - 10:30 KEYNOTE: The Wednesday Conference Energiser

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. 

To Be Confirmed…

To Be Confirmed...


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


11:45 - 12:30

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


Speakers To be Confirmed Soon...


15:00 - 15:45


Speakers To be Confirmed Soon...


15:45 - 16:00


Speakers To be Confirmed Soon...