ITSX Summit 2024 | Digit Events | 28 February 2024 | Dynamic Earth, Holyrood Rd, Edinburgh EH8 8AS, UK

The Summit will contextualise the evolution of the service desk and the future of customer experience and IT support.

The programme will consider how the service function has advanced in the age of digital transformation, omni-channel engagement, and personalisation. And examine the increasing role of automation, analytics and AI, and the rise of Chatbots and self-service systems.

The conference will explore how tech leaders can maximise the business impact of their service function, with presentations looking at actionable ways to improve process, operations, observability, and customer experience.

The Summit is geared for professionals working in IT, Tech Support, Customer Service, UX, Digital Transformation and Leadership roles.

Sustaining and Enhancing Service Delivery Amid Change and Disruption
• What change and disruption look like and the challenges they pose to service delivery
• Don’t improve what shouldn’t be there
• How do you continue to serve the organisation whilst you adapt
• Risk & Audit – Make them your best friends!
• Technology is there to accelerate, it is not the answer

Getting the Most from New Ways of Working
• Why we need to question standard ways of working
• Building an organisational structure with an inherent ethos of change
• Prioritising culture and employee experience
• Success comes from respect not rules
• Exploring the issue of remote working practices and holiday allowance

The Future of Service Design in the Age of AI
• Contextualising the impact of AI on service, design, and user interaction
• What do organisations need to know, what should we be looking at and planning for
• How can we begin to leverage the benefits of AI for users and the business
• How can we do this whilst ensuring we retain trust, humanity, UX, regulatory compliance
• How is AI likely to reshape the way we build & design user journeys and services going forward​

Creating Customer Centricity in Practice
• An intro to Customer Centricity at The Craneware Group
• What does the future hold?
• What do customers want?
• How do you create customer centricity in practice?

IT Enterprise Service Management: ITSM Practices and Platform Beyond IT
• Why should your staff / customers need to know how your organisation is structured to request services?
• Utilising a unified Knowledgebase and Service Catalogue with audience-specific content
• Provide your end users with a single point of contact/truth, and empower staff from other disciplines
• Our University of Glasgow's Enterprise Service Management journey to date
• Shift-Left and Service Desk empowerment delivered > £150,000 worth of savings for <£100 of Dev time.

Maximising Business Outcomes with Remote Support: Insights on Security, Integration & Productivity
• ​How do remote support tools impact overall business productivity and efficiency?
• Which KPIs should businesses focus on to measure support success?
• What are the primary security concerns to support employees or customers remotely, and how can organisations effectively mitigate risk?
• How is the concept of zero trust implemented in remote support operations?
• How does remote support fit into an organisation’s overall support Tech stack?
• How have successful integrations positively influenced business impact?

5 Things You Need to Know Right Now!
• Discover New and Emerging Trends: Stay ahead of the curve by understanding the latest shifts and innovations in the ITSM and Service Desk landscape.
• Understand What's Crucial to IT Professionals Right Now: Gain a clear perspective on the current priorities and concerns of IT experts globally.
• Redefining Service Strategies: Learn how traditional service strategies are being reshaped to meet the demands of today's digital business environment.

Enhancing employee experience and operational efficiency with self service and asset management
• What do employees want in the digital age
• Importance of meeting the needs of the employees and simultaneously enhancing operational efficiency in the organization
• AssetSonar’s Service catalog - its core value proposition and users
• AssetSonar’s overall vision of the roadmap - to be a single source of truth for orga

The future of the IT Service Desk. Hint, it's automation and AI…
• Liberating your service desk from mundane problems, using automation and AI to manage low-level tasks.
• Free up your service desk, empowering your team to deliver personalised and focussed customer service.
• Seamlessly streamline customer service, ensuring efficiency without sacrificing that human touch.
• Use Case: Using Copilot as an example of real-life, tangible improvements you can make

Future-proofing the digital enterprise with a security-first service management framework
• The outlook required to pivot traditional ITSM framework to a security-first service management framework
• Seven key pillars for to build a resilient service management framework with use cases
• The foundational steps for a security-first approach for ITSM

Revolutionizing IT Support with Artificial Intelligence and LLMs
• The transformative impact of AI and LLMs on IT support and service desk operations
• How LLMs can be integrated into existing IT systems
• How LLMs can enhance problem-solving, improve response times, and ensure data security
• Navigating the ethical considerations of AI in IT

​Revolutionizing Customer Experience: The Transformative Impact of Machine Learning & AI
• Introduction
• Key Trends in Customer Experience
• Case Studies
• Future Outlook
• Recommendations for Businesses

How AI is Revolutionizing Software Development
• How can you make your teams more productive and increase efficiency?
• The potential of AI like GitHub Copilot to transform the way we build
• How AI can help us write cleaner code, reduce errors and bugs, and accelerate dev cycles
• Some of the challenges and opportunities of integrating AI into our workflows
• The need to balance automation with human oversight and creativity

2024 Speakers

Alex Kantor
Director of Technology, Modulr

April Edwards
DevOps Practice Lead, GitHub

David Wright
Chief Value & Innovation Officer, SDI

Mark Temple
Assistant Director: Service Management, University of Glasgow

Patty O'Callaghan
Technical Lead, Charles River Laboratories

Ollie King
Senior Account Executive, HaloITSM

Amanda Allan
Head of Software Support Services, The Craneware Group

Asim Jalil
Sales Manager, EZO

Shalini Goyal
Software Engineering Manager, Amazon

Darren Bayney
Business Service Enablement Consultant, BT

Csaba Jaromi
Director, Solutions Consulting, GoTo

Jen Brown
Senior Director, International Marketing, GoTo

Kelvin Wetherill
CEO and Founder, Supportwave

Kate McKay
Senior Service Designer, M&G plc

Mark Stephen
Journalist & Broadcaster, BBC Scotland

Ray Bugg
Founder, Digit

Paul McFarlane
Head of Managed Service Operations, Quorum

2024 Sponsors

HEADLINE SPONSOR:
• Halo ITSM

CO-SPONSORS:
• Manage Engine
• Goto
• EZO
• Quorum