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Middleman ABOUT WHY ATTEND SPEAKERS AGENDA VENUE TRY FRESHSERVICE LONDON June 27, 2018 1.00 PM - 5.00 PM Choosing Your ITSM Future Stay tuned for key learnings READ TAKEAWAYS About the event The ITSM landscape is changing. Technology has transformed the workplace, increasing employee expectations of the experience their IT departments provide. Part of this change has seen service desk and IT leaders presented with an increasing amount of choice. From new frameworks and ways of working, to how and where they deliver service, and how they communicate with the rest of the organisation - all of these choices help make up the overall experience they provide to end users. How do service desk teams cut through the noise and decide on the key priorities for their organisations? Choosing Your ITSM Future aims to provide informative discussion and debate around some of the choices facing IT departments today, so that delegates leave with a clearer idea of what their teams should be focusing on in their own future plans. Why Attend? Discover Discuss new service management use cases and best practices, and hear compelling customer success stories from IT leaders. Be inspired Hear actionable advice and tips on the future of IT from influencers and analysts, and map out what your own ITSM future should look like. Network Interact with peers and industry leaders about your IT challenges, and of course, have fun at the happy hour! Key Themes Frameworks and ways of working Communication channels and the rise of chatbots & AI/ML Product and tool selection Tracking the performance of the service desk Speakers Steve Morgan Director Syniad IT View Bio Stuart Rance Consultant, Trainer, Author Optimal Service Management Ltd. View Bio Venkat Balasubramanian Senior director, Product management Freshservice, Freshworks View Bio Stephen Mann Principal Analyst and Content Director ITSM.tools View Bio Simon McKenzie IT Service Delivery Manager Premier Foods View Bio Duncan Watkins Senior Consultant Forrester, UK View Bio Andrew Humphrey Head of Service Management Auto Trader, UK View Bio Simon Johnson General Manager, UK&I Freshworks View Bio Sooraj Shah Freelance Technology Journalist View Bio Agenda 1.00 pm Registration & Lunch 1.30 pm Introduction and welcome Check this space for updates soon. Speaker: Simon Johnson - General Manager, UK&I, Freshworks 1.45 pm Panel Discussion: VeriSM & ITIL Updates - How the Changing Landscape Demands New Approaches Check this space for updates soon. Panelists: TBC 2.30 pm Panel Discussion: Chatbots & AI/ML - A Consideration for Now, or Later? Check this space for updates soon. Panelists: Steve Morgan - Director, Syniad IT, Venkat Balasubramanian - Senior director, Product management - Freshservice, Freshworks 3.15 pm Break 3.30 pm Keynote: Product Selection - Options in the Market and Defining Your Needs Check this space for updates soon. Stephen Mann - Principal Analyst and Content Director, ITSM.tools 4.15 pm Audience voted session (vote for the session you want to hear when you register) Check this space for updates soon. Speaker: Stuart Rance - Owner, Optimal Service Management 5.00 pm onwards Drinks and networking Venue The Last Drop, Queen Elizabeth Olympic Park 5 Thornton Street, London E20 2AD, UK View Map Choosing Your ITSM Future Refresh:IT is free to attend for all professionals looking to learn about new approaches to service management. Stay tuned for key learnings Upcoming Events Apr 06 2017 San Francisco United States Register Follow us for live updates. Privacy Policy © 2017 Freshservice Get insider info about Refresh:IT to stay in the loop about all event-related news. Please enter a valid email address Thank you for subscribing Choose Closing Keynote Session The Future of Service Delivery ITIL in the Real World Key Metrics for Tracking Performance I'd like to be contacted about product updates and promotional offers. Read our privacy notice here . Thank you for registering. Check your inbox for more details. Speaker Bio Steve Morgan Director Syniad IT Steve is Director of Syniad IT , a consulting firm which helps IT leaders optimise their IT Operating Models, to cope with the challenges of multi-sourcing (e.g. SIAM), cloud adoption and Digital Transformation programmes. They achieve this through the delivery of Assessment, Design & Build and Optimisation services. Speaker Bio Stuart Rance Consultant, Trainer, Author Optimal Service Management Ltd. Stuart is a consultant, trainer and author, and is an expert in ITSM and information security management. He was an author for ITIL® Practitioner, RESILIA™: Cyber Resilience Best Practice, and ITIL Service Transition, and he is currently helping to write the next release of ITIL, which will be published later in 2018. Stuart is an examiner for RESILIA and ITIL, and teaches these as well as CISSP and many other topics. Speaker Bio Venkat Balasubramanian Senior director, Product management Freshservice, Freshworks Venkat Balasubramanian is the Senior Director of Product Management for Freshservice – a leading, cloud-based ITSM solution with over 10000+ customers worldwide. In this role, he drives the product strategy for Freshservice that enables IT service/operations teams to maximize productivity, improve service quality to beyond end-user expectations and deliver sustainable business value. Prior to Freshservice, he spent over 12+ years in product/platform development roles with internet companies like Yahoo! & AOL. Speaker Bio Stephen Mann Principal Analyst and Content Director ITSM.tools Stephen is Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. He is also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Stephen previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor. Speaker Bio Simon McKenzie IT Service Delivery Manager Premier Foods Simon is currently responsible for all production services operating within a SIAM model. Simon has 17+ years experience working in a variety of IT departments utilising ITIL methodologies in both UK and global companies. Speaker Bio Duncan Watkins Senior Consultant Forrester, UK Duncan is a Senior Consultant within Forrester's Business Technology service delivery consulting practice. He is an experienced IT Service Management professional who has worked in consulting, banking, publishing and telecoms companies. As well as IT Service Management, he has extensive experience in Information Security and Programme and Project Management. Speaker Bio Andrew Humphrey Head of Service Management Auto Trader, UK Andrew is the Head of Service Management at Auto Trader, the largest digital automotive marketplace in the UK. As Auto Trader has transformed from a traditional print organisation to a purely digital one, Andrew has led changes in Service Management, blending different approaches such as ITIL, Lean, Agile to drive the business forward. Andrew is a contributing author for the book: VeriSM – A Service management approach for the digital age. Speaker Bio Simon Johnson General Manager, UK&I Freshworks Simon is the UK&I General Manager at Freshworks, heading up the company’s operations and revenue strategy for the UK and Ireland. Prior to Freshworks Simon has led global sales teams for Microsoft and Oracle. Simon is a Dad of two boys, and a keen sportsman, having completed marathons and played football at a high level. Speaker Bio Sooraj Shah Freelance Technology Journalist Soora...