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nExhibition –Over250productsandservicesfromthemostinnovativeandtrustedsuppliers.
nIndispensable seminars–Expert-ledpracticalsessionsandcasestudiesinthreededicatedtheatres.
nBreakfast Briefings–Essentialresearch,industrycommentandaudiencedebate.
nKeynote Theatre–Discusshowtoworksmarter,notharderandexplorethedynamicsofProblemManagement.
nWorkshops & Panel Discussions–Participateandinteractinmust-attendsessions.
nSimulation Zone–Experiencetheurgency,pace,andimpactofITdecisionswithoutthereal-lifestress!
nHot Topic Roundtables–Agreatopportunitytodiscussahostofservicedeskrelatedmatterswithyourcontemporaries.
nShow Bar–Networkwithindustrycolleaguesorjusttakeabreakfromtheexhibitiontoreflect.
n SDI Zone–MeetsomeofITSM’sleadingindependentspecialiststodiscusspeopleissuesandyourownmanagementstrategies.
nWhite Paper–‘MindtheGap’researchesthegapbetweenITservicesandwhatthebusinessreallyneeds.
SHOWHIGHLIGHTS
ITservicemanagementhasnotonlysurvivedtherecession,ithasbecomeanessentialweapontoensurethatbusinessesprosperduringtheongoingtoughmarketconditionswrites James West, EditorofServicedesk360.com.
AreportbyindustryanalystIDCsaysthatdespitealmostuniversalITspendingcuts,worldwidesalesofchangeandconfigurationmanagementgrewbythreepercentin2009.Withover$4billionspentonchangecontrolslastyear,IDCpredictstheupwardtrendtoaccelerate,withgrowthof5.6percentexpectedin2010.Evenbiggergrowthisexpectedforproblemmanagementsoftware,whichincludestheservicedesk,withIDCstatingthatspendingwillswellby5.9percentthisyear.
Servicemanagementisprosperingbecauseitpromisestosolveproblemssharedbyeverybusiness,regardlessoftheirsizeortype–howtocontrolandreducecostswhilegettingmorefromtheirspend.OrganisationsarenolongercomfortableallocatingbudgetswithlittleproofofvalueandITmanagershavenochoicebuttogettogripswithallaspectsoftheiroperations,anditisthislearning
PREVIEW 2010THE UK’S LEADING IT SERVICE MANAGEMENT & SUPPORT EVENT27 - 28 APRIL 2010
EARLS COURT, LONDON
www.servicedeskshow.com�
The show that ticks all the boxesAtatimewheninterestinITexcellenceanditsvaluetothebusinessisaccelerating,thousandsofvisitorsareexpectedtopourintoEarlsCourton27-28Aprilasthefocalpointoftheservicemanagementcalendar,theService Desk & IT Support Show,getsunderway.
Theextensiveexhibitionandprogrammeofferedattheeventsharethesamegoal–howtodeliverefficient,cost-effectiveservicewhileembracingtheexplosionofinterestinemergingtechnologies.Keyissuesaroundcontrollingcosts,managingstaff,andimprovingserviceanduserconfidencewillalsobeexploredindetail.
Oncethepreserveoftheservicemanagementspecialist,theprocess-ledethosoftheindustryisattractinggreaterinterestasbusinessesexpandtheirITusage.Reflectingthecross-overintothewiderbusinessworld,theServiceDeskandITSupportShowisco-locatedwithInfosecurity,billedasEurope’slargesteventdedicatedtoITsecurity.
Theeducational programme
promisestobethebestyet,withover100sessionspresentedbybluechipcompaniesincludingIntel,CometandDanone,andfeaturingkeynotepresentationsfromStephenMannofOvumandKenGoffofSDI.
Aswellasthepopularbreakfastbriefings,newfor2010istheSimulation Zone thatguidesparticipantsthroughreal-lifescenariostoteachtheprinciplesofITILandservicemanagement.
Alongside,theServiceDeskInstituteishostingThe SDI Zone,whereyoucanmeetsomeofITSM’sleadingindependentspecialiststodiscussyourpeopleissuesandyourownmanagementstrategies.
Meanwhile,Hot Topic Roundtableswilldissectissuessuchasimplementingaservicecatalogueandmotivatingstaffthroughdifficulttimes.Seeinsideforthefullprogrammeofevents.
Therereallyissomuchhappeningtoinform,inspireandputintopracticeatthisyear’sevent.Makesureyouputthedatesinyourdiaryandregistertovisitatwww.servicedeskshow.com.
Harness the power of 21st century ITSM
� continued�on�page�3�
ALSO INSIDE page
Service-now.com Winter release...3New Hornbill & SDI white paper....3LogMeIn unattended access..........4Get fizzy with EMC.........................4Assyst with cost-cutting.................5License management.....................5On the move with Cherwell............6Mobile again with Apple’s iPad......7Manage people, leverage value......7Infosecurity Europe.........................7Double dose from IBM...................8Full content programme.................9
Cherwell. The service desk solution that covers all your ‘vITIL’ areas
The complete IT Service Management solutionCherwell is the ITIL solution that covers every angle – more powerful, more customisable, more scalable and more cost effective than other systems. Fast and easy to deploy, simple to manage, offering ITIL best practice ‘out-of-the-box’. Available as a traditional ‘On Premise’ installation or via a fully hosted SaaS solution, the choice is yours and with our unique CBAT technology, Cherwell delivers a truly powerful, scalable solution without ever stripping your budget.
Don’t leave yourself exposed, contact us today on 01793 680280or visit www.cherwellsoftware.com Innovative Technology Built on Yesterday’s Values
I should visit Cherwell at the Service Desk & IT
Support Show, stand 910, Earls Court 27-28 April
www.servicedeskshow.com� 3
INDUSTRY NEWS
‘Modern software’ release promises zero downtime
Diary at a Glance
Service Desk & IT Support Show 2010, Brompton Hall, Earls Court 1, London SW5 9TATuesday27&Wednesday28April09.30–17.00EntryisFREE–registertodayatwww.servicedeskshow.com
Breakfast BriefingsDaily,08.30–09.45
Keynotes, Workshops & Panel DiscussionsDailyat10.45,12.15and14.15,plusTuesdayat15.45
SeminarsDailyfrom10.15
Hot Topic RoundtablesDailyfrom10.30
Fulldetailsofprogrammesareonpages 9, 10 and 11.
Simplicity,rapidimplementationsandautomatedupgrades.Newfunctionalitythreetimesayear,lowsubscriptionfeesandcompleteflexibilitythroughcustomisation.Provenscalabilityforthelargestenterprises,intuitiveusabilityanddramaticallyreducedTCO.Allthesedescribemodernsoftware,saysService-now.com.
ThecompanyunveilsthelatestinmodernITSMsoftwareasaservicewithitsWinter2010release.Inoneyear,itautomaticallyupgradedmorethan5000customerinstances.Upgradeswerecompletedinlessthan15minutesresultinginzerodowntime,allcustomisationswerepreservedandcustomersreceivedlotsofnewfunctionality.
IncludedasapartoftheService-now.comsubscription,customersreceive:moreembeddedITILbestpractices;graphicalworkflow;changemanagementriskcalculatorandimpactassessment;mobileinterface;Google-likeglobalsearch;projectportfolio
management;Amazon.com-likeservicerequest;discoveryandapplicationdependencymapping;CIOdashboardsmodelledafterMyYahoo;KCSknowledgemanagement;andworkflow-basedservicelevelmanagement.
What’sthecatch?VisitService-now.comonStand 420attheServiceDesk&ITSupportShowtofindoutmore,andtolearnhowtomoderniseyourservicemanagementstrategy.
Anewwhitepaper,sponsoredbyHornbill SystemsandSDI,researchesthegapbetweenITservicesandwhatthebusinessreallyneeds.
Isthereadequateandmeaningfuldiscoursebetweentheparties?DoServiceDesksunderstandthestrategicobjectivesofthebusiness?DoorganisationscallontheServiceDeskwhenplanningforthefuture?Ordoeseverypartysimplyworkinitsownlittleworld,expectingotherstoknowwhattheywant?WithgrowingemphasisonaligningITserviceswiththebusiness,thispaperaimstobenchmarkthegapinITserviceprovisionandofferabasisforpracticalsolutions.
TheresultswillbediscussedanddebatedatTuesday’sBreakfastBriefing–soregistertojoinin(www.servicedeskshow.com/briefings)andbethefirsttoheartheresultsofthisessentialresearchanddiscovertheseven-stepplantobridgethegapbetweenbusinessandIT.
Collect�a�free�copyYourcomplimentarycopyof‘MindtheGap’willbeavailablefromHornbillSystemsonStand 300andfromSDIinThe SDI Zoneattheshow.
Mind the gap!
The ultimate support solution
IncidentMonitor in the pink
Anewexhibitorfor2010,Ultima Business SolutionsisanITsolutionproviderofferingarangeofmanagedsupportservices,bothoncustomersiteandoffsite.
Itspurpose-built24/7TechnicalSupportCentreisISO27001certified.Ultimaisabletooffertrulypro-activeremotesupportservicesutilisingenterpriseclassmonitoringtoolsfromNetIQ.
Atthisyear’sServiceDesk&
TheServiceDesk&ITSupportShowisonceagaintheplatformforthelaunchofthelatestexcitingreleaseofIncidentMonitor,thesuccessfulservicedeskapplicationfromMonitor 24-7 Inc.
Thisuniquereleasecontainsall10ITILv3processesforwhichIncidentMonitorhasjustattainedthePinkVERIFYcertificate.Thenewreleaseclaimstightbutflexibleintegrationbetweenthevariousprocessesfromincident,toproblem,tochange,torelease;withadirectintegrationtoassetmanagement.
Additionally,thetightlysecurity
controlledservicecatalogueandadvancedserviceportfoliofeaturegivesadirectinsightintotheservicesanorganisationpresentstoitscommunity.
TheeventmanagementapplicationinIncidentMonitoroffersauniqueinsightintotheeventalertingtoolsanorganisationuseswithinitsenvironment,wheretheknowledgemanagementapplicationgivesfullcontroloverthelifecycleofknowledgearticles.
VisitStand 804 formoreinformationonMonitor’snewreleases.
ITSupportShow,Ultimawillbeoffering20percentoffallhostedvirtualserverofferingsforallordersplacedwithinfourweeksoftheshow;aswellasavulnerabilityscanofuptotwoexternalIPaddressesandafreeprofessionalServiceDeliveryAssessmentofyouronsiteservicedesk(termsandconditionsapply).
TofindoutmoreaboutUltima’ssolutions,visitStand 530.
Sponsors and partners:
Co-located with:
processthatwillhelpjustifytheprojectsandserviceswhichareofmostusetothebusiness.
AllsignsarethatthecomplexityofITwillcontinuetoexpand,meaningtheneedforeffectivecontrolswillonlygrow.ConsiderarguablythethreebiggestITgrowthareas:cloudcomputing,servervirtualisationandmobileworking.Allstrategiespotentiallyoffersavingsandincreasedbusinessagility,yetfromamanagementpointofview,createmyriadissues,stretchingtheboundariesoftheenterprisefurtherthanever.
Mobileworkingisonesucharea–IDCsaysthatby2013,over50percentofEuropeanworkerswillbeclassedasmobile.Thevolumeofdevicesinvolved,majorconcernsaroundsecurityandhowtomaintainconsistentdataarejustsomeoftheproblemsthatITmanagerswillface,andeffectiveservicemanagementistheonlylogicalwaytokeepontopofthechangessweepingthroughIT.
ThetrickypartismakingsenseofanITservicemanagementworldthatismarkedbyfragmentedinformation,strongopinionsandcliqueylanguage.TheService Desk & IT Support Showisthebeststartingpoint,givingvisitorsthefastestroutetotheservicesuppliersandthoughtleadersthatshapetheindustry,settingthemonapathtoutilisethegreatpowerthatservicemanagementholds.
continued�from�page�1�
Event organised by: VCM Events Tel: 01273 836 800 Web: www.vcm.co.ukEvent preview designed and produced on behalf of VCM by Publishing Events Ltd, Tel: 020 7841 5960 www.publishingevents.com
4� www.servicedeskshow.com4
INDUSTRY NEWS
Registertovisitthisyear’sServiceDesk&ITSupportShowandyoucouldwinafabulousNEWiPad.AllyouhavetodoisgototheKaseyastand(430)whereyoucanenterthedraw.TherearetwoiPadstobewoneachday.
‘Revolutionary’ solution fizzes with possibilitiesDesignedtosimplifyandautomateyourservicedeliveryfunctionindynamicphysicalandvirtualenvironments,VMwarewillbeshowcasingServiceManagerVersion9atthisyear’sshow.
ThisisoneofseveralEMCITmanagementproductsacquiredbyVMwareasofthe1stApril2010.
VMwareplanstofurtheroptimisetheacquiredproductsfordynamic,VMwarevSphere-basedcloudinfrastructure,todeliverunparalleledvisibility,controlandsimplicityof
ISEB credits career buildingISEB–partofBCS, The Chartered Institute of IT–haslistenedtotheviewsofITSMindustryexpertsandkeystakeholdersandhasavisionforthefutureofITIL.
ThecurrentschemeappearstofocusuponcreditsandgettingtoExpertlevel.Instead,ISEBwantstoensurethattheschemetakesintoaccountcareers.Itismoreimportantforemployersthatpeoplelearntheskillstodotheirjob.ThenewISEBspecialist
certificatesaimtohelpindividualsproveanddemonstratethis.
Aspartofitsvisionitaimsto:recogniseindividualjobandcareerrequirements;maketheITILjourneysimpler;providerecognitionforpeopleatalllevels;berelevantintheworkplaceforITprofessionals;havejobrolesreflectedinthecurrentscheme;anduseSFIAplusasabaseforitsproposal.
VisitBCSonStand 526 attheServiceDesk&ITSupportShow.
ThenewfeaturesofLogMeIn’saward-winningon-demandremotesupportsolution,LogMeInRescuewill
beonshowonStand 920attheServiceDesk&ITSupportShow.
NewfeaturesincludeUnattendedAccess,wheretechnicianscanaccessremotecomputersevenifauserisn’tphysicallytheretoacceptsupport,givingboththetechnicianandtheendusermoreflexibility.
Plus,iPhoneEmailConfigurationallowstechnicianstoremotelyconfiguretheemailsettingsforaniPhonequicklyandeasily.
ITinabusinesscontext.And,lastbutnotleast,SunriseisofferinganexcitingnewcustomerportalthattrulybelongsintheageofWeb2.0applications.
SunriseSostenutohasbeenwidelyacclaimedinthepressandbythoseorganisationsthathaveadoptedit,whetherasaninternalservicedesksolution(includingtheRFU,Müller,TamworthBoroughCouncil,GreenwichUniversityandArtsCouncilEngland)orforitshighperformancewithinexternalfacingservicecentreoperations.
Don’tmissthebuzzontheSunrisestand(200),justinsidetheshowentrance.
Sunrise Softwareissettingthebarhighthisyearwiththreemajornewlaunchessurroundingitsaward-winningbrowserbasedservicemanagementsoftware,Sostenuto.
Sun rises on Sostenuto’s user-friendly solution
Plum choice
LogMeIn comes to the rescue
IntelRemotePCAssistTechnology(IntelRPAT)isnowonofferfromBomgar (Stand 336)aspartofitsremotesupportsolutionforleadingserviceprovidersandenterprisesworldwide.
IntelRPATisavailableontheIntelvProtechnologyplatform,whichisbuiltintomanynewbusinessPCs.BycombiningRPATwithBomgar’sremotesupportsoftware,ITorganisationscanprovidedeeperlevelsofassistancetobothendusersandtroubledsystems.
Onlinetechnicalsupportserviceleader,PlumChoice,hasbeenusingBomgar’splatformtosecurelyconnecttomultiplecomputersanddevicesforon-demand,remotedesktoptroubleshootingsince2008.TheBomgar/IntelRPATintegrationallowsPlumChoicetoimprovesupportproductivity,usingBomgar’scallescalationfeaturestoflagmoreseveretechnicalissuesthatrequireassistancebelowtheoperatingsystemlevel.
“IntelRemotePCAssistTechnologyexpandsthescopeofsupportserviceproviderscandelivertotheircustomersonaremotebasis,”saidMikeReed,generalmanagerforIntelRPAT.“Bomgar’sunifiedremotesupportsolutionenablesserviceproviders,likePlumChoice,toimproveandenhancetheproductivityoftheirsupportteamstohelpdeliverhigh-valueremoteservicestotheirclientsandaddresseventhemostchallengingproblems.”
SDI�ZoneReturningafteritspopularitylastyear,SDI’sindependentITSMspecialistswillbeon-handforinformalchats.Whetheryouneedtoimprovecommunication,motivateyourteamordiscussmanagementstrategy,you’llfindtheanswersyouneed.TheZonecanbefoundatthefrontoftheshow–besuretopopinforacoffee!
Simulation�ZoneAnewfeaturefor2010,TheSimulationZoneallowsyoutogethands-oninaseriesofsimulationsthattranslatetheurgency,fastpaceandimpactofITdecisions,withoutthestress!WithcompaniesincludingG2G3,InfravisionandNumaraalreadyfeaturedyou’llbeabletolift-offtothemoon,manageacheck-inglitchatabusyairportandsavethedayinapublichealthscare. see�page�11
Get in the zone
enterpriseITmanagement.Learnhowpredictiveproblem
resolution,real-timecollaborativeknowledgemanagement,nextgenerationassetmanagement,intelligentworkflowsandseamlessintegrationcapabilitiescombinetotransformservicedeliveryforthevirtualage.
VisitStand 730foranon-standdemonstrationofthisrevolutionarysolutionandreceiveacomplimentaryglassofbubblyfromtheVMwareShowBartohelpcelebrate.
Firstly,theunveilingofSostenuto3.5placesanemphasisonuser-friendlylandingpagestoprovideaholisticviewofdifferentITILmodules.Secondly,itslatestITILv3configurationfirmlyplaces
Win an iPad – Show Prize sponsored by
www.servicedeskshow.com� 5
INDUSTRY NEWS
NetSupportwillbeunveilingthelatestversionofitsaward-winningremotePCsupportanddesktopmanagementsolution,NetSupportManager,atthisyear’sServiceDesk&ITSupportShow.
NetSupportManagerofferscomprehensivemulti-platformsupportforWindows,Linux,Mac,Solaris,CE,PocketPCandWindowsMobilesystems,providingcompletecompatibilitytomatchtoday’sbusinessenvironment.Newversion11extendsitscapabilitiesinthisareawiththeabilitytocontrolmachines
Axios’ streamlined fulfilment solution assysts with cost-cutting End-to-endlifecyclemanagementofservicesisofferedwiththeassystServiceCatalogue,recentlylaunchedbyAxios–aleadingproviderofITSMsolutions.
ItisdirectlylinkedtotheassystCMDBandITSMsuite,providingclearrelationshipsbetweentheCMDBandbusinessservices.
Inaddition,itcancutcoststothebusinessthroughstandardisationofservices,streamliningoffulfilmentprocessesandreductionofriskthroughgovernanceandcontrols.
NetSupport extends coverage to Mac and Linux
Enforce licences and avoid fines
NetHelpDesk gets in on the ACT!
Withincreasingpressureonrevenuestreams,manysoftwarevendorsareputtingthespotlightonsoftwarecompliance.Thisaffectsmostusers,withanestimated75percentoforganisationsbelievedtobenon-compliant.
Doyouruntheriskofbeingunderlicensedandfacingfines?Areyouoverlicensedandacceptingthatyouarepayingmorethanyoushouldbutavoidingpenalties?Achievinganeffective
IntegrationwithSage,ACT!andQuickbooksisnowofferedwithNetHelpDesk,oneoftheUK’sleadingITIL-basedsupporttools.DesignedforITcompaniesandsupportdepartments,italsoincludesanoverviewdashboard,acustomrequestdesignertool,drag
anddropprocessingofrequests,cannedresponsesandnewhotkeystoallowforfasterrequestprocessing.
FormoreinformationonNetHelpDesk’sproducts,visitStand 810attheServiceDesk&ITSupportShow.
Research results
Reduce waste
Sevendailyon-standseminars,hostedby LANDeskattheshow,willcoverarangeofindustrykeytopicssuchasprocessautomation,softwareassetmanagementandintegration.
Alsoonofferisitsjointresearch,conductedwithSDI,onservicedesktrendsandprioritiesfor2010.Thesurveywasconductedamongmorethan4000ITprofessionalsbetweenSeptemberandNovember2009.
VisitStand 500 formoredetails,andtodemoLANDesk’srecentlylaunchedServiceDesk7.3software.
InApril2010,House on the HillisreleasingSupportDeskFormsallowinginputtemplatesforanyareaofthebusiness.
WithSupportDeskFormsitiseasytoconfigureseveralformsfordifferentbusinessareastocreatenewandspecificrequestseachtailoredfordifferentbusinessrequirements.
Theformcancontaindifferentfields,inputvalidationandQ&Ascriptsaswellasvaryingworkflowandlookandfeel.Itallrunsonthesameunderlyingdatabaseenablingthecreationofamulti-functionalservicemanagementenvironmentsupportingandintegratingwithmanyareasofthebusiness.
Formscanbeembeddedintosharepointorothernetworkareasenablingquickandeasysubmissionofdata,cuttingdownpaperwastedramatically.
FindoutmoreabouthowHouseontheHillcanhelpyourbusinessonStand 316atthisyear’sshow.
AkeydifferentiatoristheassystServiceDesigner–apowerfulandintuitivedesigntoolthatquicklymodelsservicesandofferingsinlinewithindustrybestpractices.
AsitislinkeddirectlytotheCMDB,agraphicalrepresentationthroughtheImpactExplorershowsrelationshipsbetweenservicesandtheunderlyinginfrastructure,offeringafullyintegratedCMDBandServiceCatalogue.
VisitStand 630attheshowforfurtherdetailsandtoseeAxios’productsinaction.
fromaMacorLinuxsystem.Alsobeingshowcasedon
thestandisNetSupportNotify–aspeciallydevelopedsolutionallowinginstantandreliabledeliveryofnotificationsandalertsacrossaLANorWANtoWindows,MacandLinuxdesktops.PlusNetSupportDNA,amarket-leadingITassetmanagementsuitethatfacilitatescentralmanagementofenterprisePCsinasecure,co-ordinatedandefficientmanner.
ToseealivedemonstrationpleasevisitusonStand 824.
licensingpositionisdifficult.butRMSisabletoassist.
WhethertocomplementanexistingservicemanagementsolutionorasanextensiontotheRMSConfigurationManagementSystem,RMSSoftwareLicenceManagementallowsyoutocaptureandenforcelicenceagreementsalongwiththenecessaryprocesses.ItcanalsobeusedinconjunctionwithRMSUltra.
Wanttolearnmore?PleasevisitStands 540 & 840attheshow.
Withsomuchcontentfor2010,anotherroomhashadtobeaddedtoholditall!n Theatre 1, ITIL & Business Process Management,coverseverythingyouneedtobuildanddevelopyourservicedesk–fromimplementingITILinanSMEtomaximisingROIonautomation.n Theatre 2, Technology and People,willlookat–amongstotherthings–gettingbuy-infromtheboard,andnewwaysatrecruiting,managingandempoweringstaff.n Theatre 3, The Solutions Theatre,offersourexhibitorsthechancetogiveyoutheinside-trackontheirlatestproductsandservices–everythingfromSaaStopracticalproblemsolving!
WIththreeseminarrooms,thereissomethingforeveryvisitorinthisunmissablefreeprogramme. see�pages�9-10
Free seminars
6� www.servicedeskshow.com6
INDUSTRY NEWS
New faces at this year’s show!TheServiceDesk&ITSupportShowisdelightedtowelcome17newexhibitorstotheshowfloor:n Biomnin Cherwell Softwaren ctalkn Goldservn KACEn Licence Dashboardn Logfalconn Practice-ITn Quint Wellington Redwoodn SC Ltdn Service-Nown Specops Softwaren Sysopn Teamstudion The Grey Mattersn U & D Squaren Ultima Business Solutions
We’realsodelightedtowelcomeback:n Axiosn Netviewer
Enterprise-ing access solution
Inthisageoftechnologyandhighlydevelopedprocesses,itisalltooeasytoforgetthatServiceLevelAgreements(SLAs)areagreedbypeople–mutuallyconsentingtoanarrangementthatbenefitsall.InthecontextofITservicemanagementthisisabsolutelycrucial.
Smart-SLAisatrueexpertsystem,claimsSysop.Ithasin-builtknowledgeoftheITILSLAframeworkandlearnsaboutanorganisation’sservices,OLAsandunderpinningcontracts.
ItthenbuildsupapowerfulknowledgebasetogenerateSLAs,andmaintainstheminthelightofcontinuallychangingcircumstances.
Userswillbebetterplacedto
Cherwell Softwarehasannouncedthereleaseofversion3.4ofitsgroundbreakingCherwellservicemanagementsolution.
Thislatestreleaseincreasesto12thenumberofITILv3PinkVERIFYmanagementprocessesdeliveredout-of-the-box,includingServiceCatalogandCMDBvisualisation.
AlsoreleasedisamobileclientfortheiPhoneandiPodTouch,givinguserspowerfulmanagementaccesswhilstonthemove.
Cherwelltrulydeliversenterpriseservicedeskcapabilityatamid-marketprice.DesignedtoprovideITILv3bestpractice
LogfalconispleasedtoannouncethelaunchoftheLogfalconEnterpriseAgentsolutionatthisyear’sServiceDesk&ITSupportShow.
EnterpriseAgentprovideshigh-speedlogfileaccessoverwideareanetworks.ItcomplementstheexistingsuiteofLogfalconsoftware,enablingrapidfaultresolutionandanalysisofdispersedapplicationlogfiles.
Theubiquityofhigh-speednetworksincorporationsenablessupportstaffusingLogfalcontoview,searchandanalysedisparateapplicationlogfilesstraightoverthenetwork,leveragingLogfalcon’s
understandtheeffectofachangetoanSLA,whetherduetoachangeinOLAs,asupplier’ssupportcontractorinternalinfrastructurechange.Betterdecisionscanbemadeaboutserviceprovision,ensuringthatbusinessneedsaremetatoptimalcost.
TheintelligencebuiltintoSmart-SLAslashesoverheadsanderadicatestheneedtoplantextanddocumentlayouts,leavingtimetodeveloptrulymeaningfulrelationshipswithusers,customersandsuppliers.
FindoutmoreaboutSmart-SLAandotherofferingsfromSysopon Stand 624attheServiceDesk&ITSupportShow.
out-of-the-box,itsproductsarequicktoinstalland100percentcustomisable.ItsuniqueCBATplatformempowerscustomerstoeasilycustomiseanddevelopbusinessprocessesanddevelopadditionalintegratedapplications,withouttheneedforspecialistdevelopmentresources.
Developedin.NETandleveragingWeb2.0technology,theCherwellsolutionisavailableviathetraditionalperpetuallicencemodelordeliveredasafullyhostedSaaSsubscriptionoffering.
VisitStand 910toenteraneventdrawtowinafreeiPodTouch.
Smart solution slashes costs
Management access on the movepatentpendingseekingandcachingtechnology.Meanwhile,continuingglobalisingandoffshoringofsupportfunctionsincreasestheneedtosupportapplicationserversfromoverseaslocations.
Logfalcon’sEnterpriseAgentsolutionenablescorporationstodeployagentsphysicallynearapplicationservers,dramaticallyincreasingaccessperformancefromoverseas.Thislightweightsolutionofferssignificantcostandfunctionalitybenefitsovermonolithicindexing-serverlogmanagementsystems.
VisitStand 634forafulldemonstration.
9 out of 10 customers pick SaaS
Specops rediscovers the UK
TheServiceDesk&ITSupportShowisagreatplacetocatchupwiththemoversandshakersintheworldofcloudcomputingandsoftwareasaservice(SaaS).
Award-winningpioneersinthisfield,Vivantio,willbeofferingafreewhitepaperonSaaS,providinginsightintowhy90percentofitscustomersnowchooseaSaaSsubscriptioninsteadofonsite.
Thepaperprovidessomeofthelatestindependentresearchon
Specops Software LtdisthenewUKsubsidiaryofSpecops,yetitsproducts,suchasGpupdate,havelongbeenwidelyusedhere.
Specopsprovidespasswordmanagementsolutionsclaimingthefastestreturnoninvestmentwithintheindustry.SpecopsPasswordResetallowsenduserstoresetand/orunlocktheir
ownActiveDirectoryaccountssecurely.Itgreatlyreducesthenumberofcallsandemailsintoyourhelpdesk,withaverageRoIofonetotwomonths.ItwonBestofTechEd2009intheSecuritycategory.
SpecopsrediscoverstheUK–nowyoucandiscoverthem,byvisitingStand 734attheshow.
ITSM MarvalApre-releaseversionofMSMv12,theground-breakingnewITservicemanagementsoftwareproductfromMarval,willbeondisplayatthisyear’sServiceDesk&ITSupportShow.
“Scepticsofweb-basedsoftwarecanrestassuredthatMSMv12willout-performanyother100percentweb-basedITSMsoftwaresolutiononthemarkettoday”,claimsMarval.
New,innovativeprogrammingapproacheshaveenabledMarvaltodevelopanintelligentsolutionthatissuper-fast,andhastheflexibilitytohandlecomplexprocessesandhighvolumes,combinedwithadvancedfunctionalityandeaseofuse.Inaddition,therearenoActiveXcontrolswithinabrowserwindowandnowaitingaroundforpagestoload.
MSMv12willcontinuetosupportITILv3andISO/IEC20000requirements.Forafulldemonstration,andtofindoutmore,visitStand 410.
howtoevaluateSaaSofferings,alongsideexplanationsofthedifferentvariationsofSaaS,andreturnoninvestmentcalculationsforSaaSandon-sitemodels.
Authoredbyrecognisedindustryexpertsanddrawingonresearchfromanalystsacrosstheindustry,thepaperrevealsrealexamplesofwhereSaaSworksandwhereitdoesn’t.
PickupyourfreecopyfromVivantioonStand 710.
www.servicedeskshow.com� 7
INDUSTRY NEWS
Manage people, leverage valueEffectivelymanagingpeopleisthekeytoleveragingvaluefromIT,claimsDennis Adams Associates.
TherecentdownturnhasbroughtintosharpfocustheneedtomanageITcostswhilstcontinuouslyimprovingthequalityofserviceandcustomerexperience.
Asamanagementconsultancy,thebestwaytomanageITproductionisthroughbettermetrics;therightoperationaltools;effectiveprocessesandapplyingappropriatestandards.Toachievethis,youneedmotivatedindividualsfunctioningasapowerfulteam.
DennisAdamshasthereforeaddedconsultancyexpertiseintheBirkmanMethodandexecutivecoachingtoitsrangeofskills,tohelpbothindividualsandteams.
Atthisyear’sshow,DennisAdamsispresentingtheseminarManaging the Key IT Production Resource – People;bringinginsightintomotivatingtheindividualandtheteam,anddemonstratingthat‘theeffectivenessofITisnotintechnologyalone,buttechnologyappliedeffectivelybypeople’.
Findoutmoreon Stand 314attheshow.
Foryears,web-basedhelpdesksoftwarehasallowedtechnicianstoworkontheirticketsfromanylocation,inoroutoftheoffice,needingonlyasimplewebbrowserandinternetconnection.Now,withtheadvancementofmobiletechnologiesand3Gcommunications,techniciansnolongerrequireaconventionalcomputereither.
Emailsupportisnowavailableonaplethoraofmobiledevices.ThereforeWebHelpDesk,fromUniPress,hasadvancedtwo-way
Conventional computers take a back seat
emailfunctionalitythatenablestechnicianstoupdatetheirticketsbysimplyreplyingtoanemail.
Inaddition,updatessuchasaddingnotes,changingstatus,reassignmentandaddingtime,areallpossibleviaemail.
ThedevelopmentofApple’siPhoneandiPadallowsWebHelpDesktogoonestepfurther.ItsiPhoneinterfaceallowstechnicianstoworkmuchmorefreelyusingthecompletelytailoredtouch-screeninterface.Viewingandupdatingticketswhilstonthemovehasneverseemedsoeffortless.
ComeandseeWebHelpDesk‘onthemove’onStand 700.
FrontRange’s new SaaS solution turns up the heatSecondly,todemonstrate
thatithastakenonboardcustomerfeedback,andtoshowitscommitmenttocontinuedenhancements,HEAT9.5Service&SupportandHEAT9.5SelfService9.5willlaunchinSpring2010.
Finally,Version9ofFrontRangeDiscoveryhasbeendevelopedtoensurethatorganisationsreapthefullbenefitspromisedbythinclientandvirtualisationtechnologies.
VisitStand 514attheshowtoseetheproductsinaction.
WhenyouregistertoattendtheServiceDesk&ITSupportShow,yourregistrationwillalsogiveyoufreeaccesstoInfosecurity Europe,takingplacerightnextdoorinEC1,EarlsCourt.InfosecurityEuropeisthenumberoneeventdedicatedtoinformationsecurity.Visitorscanenjoythevibrantatmospherewhereover300internationalsolutionprovidersshowcasecurrentandemergingtechnologiesanddeliverpractical,professionalandtechnicalexpertiseenablingthemtosolveyourinformationsecuritybusinesschallenges.
Over12,000visitorsareexpectedtoattendthisyear’seventwithmanytravellingfromoverseastoengageandparticipateinthefreeeducationprogrammewhereinfluentialglobalexpertsstimulatedebate,andindustrypractitionerssharecasestudyexperiencesintheKeynote,BusinessStrategyandTechnicalSeminartheatres.
NEW FOR 2010NewforInfosecurityEurope2010,theDiscussionDenwillbehighlytopical,withastrongfocusonhigh-levelbusinesschallengesandissuesendusersarefacing.Thisisauniqueopportunitytohearaboutvendordevelopments,leadingindustry-expertanalysis,andfromendusersdirectly–allinoneinteractivepaneldebateandQ&Asession.
TheSecurityWorkshopsareaneducationalforumfordiscussionwithpeersandindividuallearningcatalysedbyafacilitatorwithanemphasisoneducationandlearningandofferingattendeeskeytakeawaysfromeachandeverysessionthattheyattend.WorkshopthemesincludeDLPandDataIntegrity;SecurityChallengesforBusiness;OnlineSecurity;andThreatsandMitigation.
Workingsmarterhasneverbeensoimportantandsecuritysocrucialwhenitcomestosafeguardingandgrowingyourbusiness:smartspendingtojustifyandgetvaluefrombudgets;smartoptimisationofyourtechnology,processesandresources;andsmartpeople–education,trainingandawareness.
Another great reason to visit the Service Desk & IT Support Show
AvisittoInfosecurityEuropeon27–29Aprilwillenableyoutomakesmartchoicesinselectingthemostappropriatetechnologiesandservicesavailabletoprotectyourbusinessfromsecuritythreats.
HOW TO GET THEREInfosecurityEuropetakesplaceatEC1,EarlsCourt,London,UKfrom27–29April2010andisamust-attendeventforallprofessionalsinvolvedininformationsecurity.RegisteringinadvancefortheServiceDesk&ITSupportShowoffersyouFREEaccesstothisevent;noneedtore-register.Forfurtherinformationvisitthewebsiteatwww.infosec.co.uk.
2010isaveryexcitingyearforITSMatFrontRange,withthelaunchofanewandimprovedVersion7.0.Inaddition,itsbrandnewsoftwareasaservicebringsusersallthefeaturesandbenefitsofITSMwithouttheinfrastructurerequirements.
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INDUSTRY NEWS
Quick pass to a free lunchFromapassguaranteeschemeandskillsprotectionpromise,topostcoursesupportandafreelunch,Purple Griffon’sITILtrainingschemeoffersmanybenefits,atvenuesacrosstheUK.VisitStand 424attheshowtolearnmore,andtobeinwithachancetowinaplaceonathree-dayITILtrainingcourse.
Autotask’s bold promiseAll-in-oneweb-basedsoftwarefromAutotaskoffersanimprovedsolutionforselling,implementing,servicingandbillingoutsourceITservices.Fromjust£25permonth,thesoftwareaimstohelpVARs,MSPsandITserviceprovidersofallsizestoruntheirbusinessesbetter,promisinggreaterefficiencyandmoreprofit.SeeStand 428.
30 day free trialAfree30daytrialofGoToAssistCorporateisonoffertoallvisitorstoCitrix’sstand(640).Thecomprehensiveandsecureremote-supportsolutionhelpsbusinessestoincreaserevenueandreducecosts,whileimprovingcustomersatisfactionandproblemresolutiontimes.
Practice makes perfectWanttowinsometraining?Notintheclassroombutonthetrack!VisitPractice-ITonStand 930foryourchancetowintheultimatedrivingexperiencearoundaracetrack.Theluckywinnerwillgettodriveahighperformancecararoundatrackwiththeexpertguidanceofaninstructor.Justlikeourlearningsolutionsyouwilllearnbydoing.
Johnny Ball reveals allWhenyouthinkofJohnnyBall,thinkNumara Software!FollowingthesuccessoftheNumaraSoftwareThink!Podcasts,inwhichJohnnyexploresservicemanagementinalightandentertainingway,thepopularBritishTVpersonalitywillbeonNumaraSoftware’sstand,520,signingautographs.
Viva Las VegasWinanall-inclusivetriptothePink ElephantAnnualInternationalITSMConference2011inLasVegas,includingVirginAtlanticflightsdirecttoLasVegas,afournightstayintheworld-classBellagiohotelandadelegatepasstotheevent.VisitPinkElephantonStand 600formoredetails.
SinceitslaunchintheUKtwoyearsago,ChangeGearhasbeenadoptedbymanyorganisations.Itsrapidimplementationandsimplifiedcustomisationavoidtheneedforexpensiveconsultancyeverytimeachangeormodificationisrequired.
WiththeexclusivelaunchofChangeGearExpress,Vitilitycannowofferanout-of-the-boxchangemanagementsolution.ThisenablesorganisationstofullyautomatetheITchangeprocessinlessthanthreedaysandforunder£5000.
Double dose from IBM with Quadratek
Free user licence
Desktop pop-up
Express route to cutting expense
TheHot Topic Roundtable Zoneisyourchancetogetinspirationonahostofkeyissues.Withexpertfacilitators,subjectsincludeimplementingtheservicecatalogue,makingself-servicework,customersatisfactionmetricsandbenchmarking,motivatingstaffintroubledtimes,andhowtopromotetheservicedesk. see�page�11
Topical talks
ChangeGearExpressrepresentstheentrylevelsolutionintoafullyintegratedITSMsuiteChangeGearEnterprise.Alongwithchangemanagement,thissuitealsoincludesincident,problem,releaseandCMDBfunctionality,aswellasbuilt-ineasilycustomisableworkflowsandanotificationrulesengine.
TofindouthowVitilitycansimplifytheITILframeworkforyourorganisation,visitStand 728.Plus,beinwithachancetowinavideocamcorder.
NEWS IN BRIEF
Troubleshooting tools save time ThenewsuiteofnextgenerationITsystemsmanagementproductsfromKaseyaisdesignedtomeettherequirementsofvirtuallyanyonewhoneedstomanageITsystems,fromindividualstolargecorporationsandITserviceproviders.
Withsoftwareasaservice(SaaS)andon-premiseoptions,Kaseya2offersthefollowingbenefits:ITToolkit–aneasytousesetoftoolsforinstantremoteaccessandtroubleshooting;ITWorkbench–forfastandefficientremoteaccess,supportandremediation;MasterITServiceEdition–robustframeworkfor
deliveringfullymanagedservices;andEnterpriseEdition–corporateITsystemsmanagementthroughintegratedautomation.
Kaseya2alsomarksthedebutofanew,configurable,policy-drivenservicedesk,allowingITIL-basedimplementations,flowofincidents,problemsandchanges,tohelpfacilitatetrueautomationwithintheintegratedplatform.
Acrossthetwodaysofthisyear’sServiceDesk&ITSupportShow,Kaseyawillberunningproductdemonstrationsandpresentationsatitson-standtheatreandofferingallvisitorstoStand 430thechancetowinaniPad.
Tworecently-launchedIBMproductsarebeingdemonstratedbyQuadratekatthisyear’sServiceDesk&ITSupportShow.
IBM’sTivoliFoundationsServiceManagerApplianceisanITILcompliant,rapidlydeployedservicedesksolution,designedandpricedspecificallyfororganisationswithupto20helpdeskagents.Rapiddeploymentmeansquickertime-to-valueandlowercostofimplementation.Withabroadrangeoffeatures,itallowsasinglepointofcontactforautomatingservicerequests,andincidentandproblemmanagement.
IBM’sTivoliFoundationsApplicationManagerApplianceclaimscomprehensivemonitoring,alertingandreportingontheperformanceandavailabilityofserveroperatingsystems,databases,andemailapplications.Manageabilityofresourcesandautomationareensured,relievingtheburdenofmanuallymonitoringtheITenvironment.
BothapplianceswerelaunchedinOctober2009,andhavebeendesignedforhighavailabilityandlowmaintenance.Quadratekcanremovealladministrationoverheadsbyofferingtheappliancesasamanagedservice,freeinguptechnicalresourcetosupportendusersorcustomers.
Visit Stands 828 & 842tolearnmoreaboutbothsolutions.
Afreetwo-userlicenceisonofferfromTechExcelforitsaward-winningsuiteofITSMandCRMtools–ServiceWiseandCustomerWise–tosmallhelpdesksandservicedesks.
Thenewprogramofferssupportteamsanexcellent,noriskopportunitytoexperiencehowthecompany’sfully-integratedsetofenterprise-classtoolscanhelpthemmoreeffectivelymanageallphasesoftheirsupportoperation.
“Meetingthedemandforexcellentcustomerservicehasneverbeenmorechallenging.Wearenowenablingsmallteamstouseenterprisetoolstohelporganisationsimprovetheircustomers’experience”saidTierenZhou,PhD,CEOandChiefSoftwareArchitectatTechExcel.Hecontinued,“Thisnewprogramallowsorganisationswithteamsofuptotwouserstoseethebenefitsofusingenterprisesystemsandexperiencethebenefitsfirsthand,anditeliminatesthecostaspectwhichisoftenthebiggesthurdleforsmallteamsusingenterprisesystems.”
Managersinterestedintheprogramshouldvisit Stand 324.
Thisyears’showseesthelaunchofSitehelpdesk.com’snewfeatureonStand 542.CTImonitorprovidesadesktoppopupofincomingcallersvialookupsanddirectlinkstothesitewebdeskservicedesk.Thisspeedsuptheprocessofidentifyingyourcustomercontactsforeitherloggingnewcallsorrespondingtoexistingrequests.
CTImonitorisflexible,connectstoyourPBXsystemorotherTAPIenabledtelephoneandrunsfromyourdesktopwithlivelinkstotheweb-basedservicedesk.Itprovidesconnectivityandenhancedtelephonesupportevenfromremoteworkersovertheinternet.
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SEMINARS
Tuesday 27 April
10.30 – 11.10 ITIL: State of the Nation – The Reality of ITIL AdoptionPatrick Bolger, CMO, Hornbill SystemsITILv3hasbeenwithusforalmosttwoyears,yetthereisverylittleinformationavailableaboutitsuptake.Usingresearchfromover500organisations,thissessionlooksatwhymanyITorganisationsadoptonlyafewITILprocesses.
11.30 – 12.10 Successful Service, Asset and Configuration ManagementJohn Maclean, Global Product Manager, VMwareUsingITILassetmanagementbestpractice,JohnMacleanofVMwarewilldemonstratehoworganisationscanoptimiseITexpenditure,avoidingbothover-utilisationandunder-utilisation,andautomateprocurement,allocationandretirementrequestsofhardwareandsoftwareassets.
12.30 – 13.10 The Essential Steps for Setting up a New Service CentreOwen Powell, IT Director, Arts CouncilFormanyorganisations,bothintheprivateandpublicsectors,bringingdisparateservicedesksundertheumbrellaofasinglesharedserviceisnowontheagenda.Focusingonthesixessentialstepsofplanning,recruitment,knowledge,processes,softwareandcommunication,hearhowtheoveralloutcomeofasuccessfulcentralisationcanultimatelyboosttheprofileofITwithinyourorganisation.
13.30 – 14.10 Sin – The Route to SuccessBarry Corless, Director, Akamas Consulting / Chairman itSMF UKPeoplearethekeytosuccessineveryserviceimprovementinitiativebarnone.Andunderstandingwhatdrivesthesepeopleisakeyskillforeverywould-beservicemanager,butITILtellsuslittleornothingaboutthis.Thispresentationwillchallengeyoutothinkdifferentlyaboutthewayyouengageyourpeopleinchangeprograms.
14.30 – 15.10 Fighting IT Complexity and Sharing Understanding with Visualisation and Infographics
Henry Strouts, Business Development Manager, G2G3Fascinatinginsightsandreal-lifeexamplesintothegrowingroleofvisualisationandinfographicsinITandservicemanagement.Specialattentionwillbegiventotheimportanceofvisuallanguage,thecommunicativebenefitsofinfographics,andhowholisticunderstandingdrawspeopleintothedramaoftheirbusiness.
15.30 – 16.10 Unauthorised Change – Process Automation on the Route to Change Discovery
David Crane, Head of New Business Support, ICCMManyorganisationsfacethechallengeofunauthorisedchangeacrosstheirarchitecture.LearnhowtointroducechangediscoveryacrossyourarchitectureandhowtoleveragethistoalerttheITorganisationtothesechangesandtakeappropriateorcorrectiveaction.
ITIL and Business Process Management SEMINAR THEATRE 1
10.15 – 10.55 Implementing Best Practice whilst Improving Team MoraleKaren Tay, Service Desk Manager, Big Lottery FundHavinginheritedalegacysolution,Karenfeltitwasamatterofurgencytoimplementbestpracticeprocesschangesacrossthebusinesstoincreaseproductivityandteammorale.Butwhereshouldshestart?Howshouldsheplantheimplementationwhilecontinuingtoofferaserviceandmaintaintheteam’smorale?
11.15 – 11.55 Alchemy for 21st Century Support – Transforming Knowledge into Cash
Steve Brand, Managing Director, SGSAKnowledgemanagementoftenfailstodeliverthepromisedreturnoninvestmentbecauseteamsfocusonthetoolratherthanthepeopleandculture.Thissessionwillprovidesimpleandpracticaltechniquesforservicedeskemployeestoadoptthatwillleadtoatransformationoftheservicedesk.
12.15 – 12.55 The Art of Positive Thinking – Conceive, Believe and Achieve!Jennifer Macniven, Service Management ExpertDoyoueverdreamofachievinggreatsuccess,inbothyourworkandyourlife?Wouldyoulovetohaveanexceptionalperformingteamwithoutstandingcommitment?Howaboutyouandyourteamraisingthebarandsettingyourselvesapartfromthecrowd,whilstatthesametimelovingwhatyoudo?
13.15 – 13.55 Your Macs Deserve Quality Support too!Manuel Miseré, Managing Director, Mediasyst – A division of the SERVICEPLAN GroupThisisamust-attendsessionforanyITservicedirectorormanagertaskedwithsupportingamulti-platformenterpriseenvironment.LearnhowMediasysthasunifiedITassetmanagement,successfullypreventedtheirMacinventoryfrom‘hidingundertheradar’andensuredthatMacusershavenothadtofendforthemselves!
14.15 – 14.55 Managing the Key IT Production Resource – PeopleColin Shewry, Principal Consultant, Dennis Adams AssociatesITproductionmanagersareveryfamiliarwiththetoolsandmethodologies(ITIL,MOPS,etc.)usedtomanagesystems.However,theymaybelessfamiliarwithtoolsformanagingtheirkeyresources–people.Uncoverthebenefitsofpersonalityprofilingtounderstandyourleadershipstyle,whatmotivatesyourpeople,andhowtogetthebestoutofthem.
15.15 – 15.55 Engaging the BoardMichelle Major-Goldsmith, Head of Training, and David Stephens, Head of Professional Services, SysopOncecastadriftfrombusinesscivilisation,ITisnowallaboutengagementwiththebusinessandgettingbuy-infromtheboard.MichelleandDavidwillexplorethekeyrequirementofmappingITstrategytobusinessstrategy,demonstratingaclearlinktoITservicesandhowtheyunderpintheachievementofbusinessgoals.
Technology and People SEMINAR THEATRE 2
10.45 – 11.15 SaaS vs On-site? How Do You Decide?Russell Wiltshire, Director, VivantioAnincisiveandpenetratinglookintothegrowingimpactofcloudcomputingandsoftwareasaservice(SaaS)intheservicedeskmarket.Withindependentresearchfromrespectedanalystsandevidencecollectedoverthelastsixyears,attendeeswilllearnhowbesttoevaluateon-siteandSaaSservicedeskofferings.
11.45 – 12.15 The Value of Dashboards in a Service Management SettingHarvey Gross, Vice President, Product Development, Datawatch CorporationInthispresentation,thevalueofreal-time,graphicaldatadisplaywillbedemonstrated.SeehowavisuallyintuitiverepresentationofallKPIscanbeconfigured,displayedanddrilled-downtokeydataelements.
12.45 – 13.15 Be the First to Know it’s Broken; it’s all about Event Management!
Ian Aitchison, Technical Director, LANDeskOftenmissedininitialservicedeskimplementations,eventmanagementwithintheservicedeskcansignificantlyenhanceyourunderstandingoftheoperationalstatusofyourinfrastructure.Inadditiontoassistingcommunicationwithcustomers,youcanbenefitfrompowerfulandusefulKPIs.
13.45 – 14.15 I Can See Clearly Now: the Secret to CMDB SuccessJohn Murnane, VMwareAsdatacentrescontinuetobecomemoredynamicandcomplex,theinter-relationshipsbetweenapplications,servers,networksandstoragedevicesspanningphysical,virtualandcloud-basedinfrastructureshavebecomealmostimpossibletomonitor.EnrichyourCMDBusingdiscoveryanddependencymapping.
14.45 – 15.15 Service Catalogue – Beyond the Hype, Can it Really Help my Business?
Angus Gregory, CEO, BiomniSincethereleaseofITILv3,thetopicofServiceCataloguehasbeenhotlydebated,withmanydifferinginterpretationsandvendorofferingsaddingtotheconfusion.AnguswillpresentaprovenapproachtodeploymentandintegrationoftheServiceCatalogue.LearnhowyoucanmaximiseyourinvestmentinanexistingITSMsolutionandstillreaptherewardsofaneffectiveServiceCatalogue.
15.45 – 16.15 Practical Problem SolvingDr Don Page, CEO, MarvalProblemsolvingisaskillthatweneedtodevelop.Butit’sacombinationofgoodcommunication,techniqueandapproach.Donwillprovideapracticalstep-by-stepapproachtoeffectiveproblemsolving–TheProblemSolvingRoadmap.Itsfocuswillbeonhandlingmajorincidentsandteamcommunication.
Solutions Theatre SEMINAR THEATRE 3
Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis
Programme subject to change. Please refer to www.servicedeskshow.com for any updates
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INDUSTRY NEWSSEMINARS
10 Programme subject to change. Please refer to www.servicedeskshow.com for any updates
Wednesday 28 April Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis
10.30 – 11.10 Continual Service Improvement – the Seven Steps to Heaven
David Jones, Head of Service Delivery EMEA, Pink ElephantWithinthescopeofContinualServiceImprovement(CSI),DaveJoneswilltakeanirreverentlookatthesubjectofperformancemetrics,increasingdelegates’awarenessoftheneedtomeasuretherightthingsattherighttimeandattherightpoint.
11.30 – 12.10 Implementing ITIL for SMEsGirish Mathrubootham, Vice President, Networks UnlimitedOftenregardedasasolutionforlargeorganisations,ITILisincreasinglybeingseenasanimportantenablerforsmallandmediumsizebusinesseslookingtoimprovetheirITprocesses;therearenowmoreopportunitiesandaffordablesolutionstohelpSMEstogetontheladder.
12.30 – 13.10 Get the Benefit of Business Process ManagementRichard Hill, Director of Technology Strategy, Arts Alliance MediaAnoverviewofhowAAMisusingaBusinessProcessManagement(BPM)drivenITSMtooltoaddressthechallengesofmulti-nationsupport.HearhowBPMreducestheorganisation’stotalcostofownershipandenablesunprecedentedeaseofintegrationwithinternalbusinesssystems.
13.30 – 14.10 Transforming a Fragmented Break/Fix CultureAurelien Sin, Global Services Manager, DanoneBringingtogether17servicedeskswithinasingleorganisationwouldbechallengeenoughformanyservicedeskdirectors.ButDanonehadtogoonebetterastheirservicedesksresidedin17differentcountries!ThetransformationofmultipledeskstoacommonlanguageforIT.
14.30 – 15.10 Using BPR, ITIL & IT Automation to Create a Scalable, Repeatable and Predictable IT Model
Zafar Chaudry, CIO, Liverpool Women’s & Alder Hey Children’s NHS Foundation TrustsDrZafarChaudry,CIOforLiverpoolWomen’s&AlderHeyChildren’shospital,willdescribethejourneytheorganisationundertooktodeliveraneffectiveandefficientservicedeskprovisionusingBPR,ITILandITautomationtohelpuncoverthefinancialandmanagementimplicationsoftheirITStrategy;usingthistocreateascalable,repeatableandpredictableITmodelthatisalignedtotheirbusinessstrategy.
15.30 – 16.10 What does Microsoft Know about Operations?Duncan Anderson, Service Management Consultant, Global KnowledgeAbriefingonversion4.0oftheMicrosoftOperationsFramework(MOF).Nowamatureoffering,findoutwhatthelatestversionofferstothoseworkingontheservicedeskandinsupport.
ITIL and Business Process Management SEMINAR THEATRE 1
10.15 – 10.55 Are Great Leaders Born or Made?Jennifer Macniven, Service Management ExpertWhatmakesagreatleadervsagreatmanager?Isitsomethingwithinyouthatcomesnaturally?Orcanyoudeveloptheseskills?
11.15 – 11.55 Power to the PeoplePaul Gibbons, Technology Support Manager, BBC MonitoringFollowinganaudit,BBCMonitoringembarkedontheimplementationofITILalongsideatechnicalrefreshandrestructureoftheservicedesk.Reflectingonthisradicaloverhaul,PaulGibbonswilldiscusshowthe‘humantouch’ethosdeliveredtangibleresults,improvedIT’sreputationwithintheBBC,andincreasedcustomersatisfaction.
12.15 – 12.55 Next Generation Remote SupportMike Reed, General Manager, IntelCatastrophicissuessuchasharddrivefailure,OperatingSystemissuesorviruscorruptionhavehistoricallyrequiredon-sitesupport.Now,however,therehasemergedanextgenerationsolutiontoenableremotediagnosisandresolutionofsuchissues.
13.15 – 13.55 Staleness in Service Desk Staff – How to Spot it and Avoid it
John Fahey, Training Consultant, STIWorkingonaservicedeskcanbeademandingandstressfuljob.Itisnowonderthatthiscanbecomedrainingandeventuallyimpactnegativelyonattitude.Identifystrategiesforpreventionratherthancure!
14.15 – 14.55 Service Desk Recruitment – Let’s Get it RightKen Goff, Principal Lecturer, SDIOpinionsaredividedwhenitcomestorecruitingfortheservicedeskrole.DowegoforschoolleaversinterestedingettingintoITandusethedeskasadevelopmentareaforfuturemovementintotechnicalroles?Orshouldwebelookingfor‘lifelong-deskies’?
15.15 – 15.55 Applications in the Cloud: Weighing the OptionsDavid D’Agostino, Sr. Solution Consultant and Architect, Service-now.comGainaclearinsightintothedifferencesinCloudandSaaSdeliverymodel.ThroughexaminationofthetrendinusingOpenSourceforcommercialsoftware,you’llhavetheabilitytocalculatethepotentialopportunitytoapplyaCloudorSaaSstrategyinyourorganisation.
Technology and People SEMINAR THEATRE 2
10.45 – 11.15 IT Service and Lifecycle Management in Mixed PC/Mac Environment
Manuel Miseré, Managing Director, Mediasyst, A division of the SERVICEPLAN Group‘PCisbest’saythebusinessadministrators!‘Appleisbest’saytheplannersanddesigners!ButhoweasyisittoensurethattherangeofITservicesyouprovideiseffectivelydistributedandmaintainedacrosssuchamixedinfrastructure?
11.45 – 12.15 Do you Measure Up?Tony Corner, Senior Consultant Trainer, FGIWhat’sthemeasureofyoursuccess?Measuringthepercentageofissuesfixedfirsttime?Ormeasuringthepercentageofissuescategorisedas‘firsttimefixed’fixedfirsttime?Whilstyoucan’tmanagewhatyoucan’tmeasure,itisvitallyimportantthatyoudefineKPIsthatarebothrealisticandachievable.
12.45 – 13.15 Breakthrough Self-Service – Building the Business Case and Cracking the Code
Simon Yelsky, Vice President, Product Management, RightAnswers, IncThepressureisgrowingonITsupportorganisationstoincreaseproductivitywhileremainingcostefficient.Theneedtodomorewithlessmakesselfservicethroughknowledge-basedtoolsthelogicalsolutionforescalatinghelpdeskagentsupportcapacityandimprovingusersatisfactionwhiledrivingdownoperationalcosts.
13.45 – 14.15 Education, Education, EducationSteve Lawless, Trainer and Consultant, Purple GriffonStevewillpresentatimelylookatcurrentandfuturemethodsoftraining,exploringtheimportanceofcontinuingeducationandalternativesforthoseworkingintheareaofservicedeskandITsupport.
14.45 – 15.15 Secure Desktop Support – Are you at Risk?Craig Weinstock, VP of Enterprise & Alliances Marketing, BomgarRemoteaccessandsupporttechnologiesrepresentthemostcommonandsignificantriskforbreachesandmisuseofdata.Understandthekeyrisksremoteaccessandsupporttoolscanrepresent,andidentifybestpracticestoassurethesecurityofyoursupportoperationsandautomatecompliance.
15.45 – 16.15 Using the ITIL Continual Service Improvement Approach to Drive Down Costs
John Ryman, Business Development Manager, Staff&Line & Brian Broadhurst, ITSM Consultant, Team UltraInordertocontrolcostsorincreasethevalueofITservicesyouneedtoknowwhatyouaredelivering,towhatlevel,andatwhatcost.Thiswillenableyoutoidentifyareasforimprovementandallowyoutomeasurethebenefitsthatanyinitiativesbring.ITILknowledgemanagementisvital.ThissessionwilloutlinetheITILseven-stepimprovementprocessandhowtoapplytheinformationtomakeimprovements.ItwillalsodiscusshowITmanagementsolutionssuchasEasyVistacanhelpinthisprocesstodrivedowncosts.
Solutions Theatre SEMINAR THEATRE 3
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KEYNOTES, PANEL DISCUSSIONS AND WORKSHOPS Keynote Theatre
Hot Topic ZoneHOT TOPIC ROUNDTABLES
12.15 – 13.30 PANEL DISCUSSION: 10 Killer Metrics – What are they and why? Chaired by Howard Kendall, Founder, SDI Ifcontinuousimprovementistheobjectiveofallservicedesks,acomprehensiveprogramofeffectivemeasurementmustbeintroduced.Butwhatarethekeymeasurables?Dotheyfitallcases?
14.15 – 15.45 EXECUTIVE WORKSHOP: Onwards and Upwards – the Power of Emotional Intelligence and Business SavvyJo Johns, Service Trainer & Consultant, Marval Howdoyouhelpyourteam,yourorganisation,tocopeduringthesetoughestoftimes?Whatdoyouknowoftheirattitudes,theiremotionsandtheirlevelsofdetermination?Howdoyouallremainpositive?Beundernoillusion–asa‘boss’thisisyourresponsibility.
15.45 – 17.00 EXECUTIVE WORKSHOP: Creating SLAs that really work!Barclay Rae, Head of Axios Global Services, Axios Systems WhyaremostSLAscreatedbyITdepartmentsnotworththepapertheyareprintedon?IntoomanycasestheyaremeaninglesstocustomersandITstaffalike,andsubsequentlyneitherreadnorused.JoinBarclayRaeinthisinteractiveworkshopwhereyou’llreceiveguidanceonhowtoavoidthecommonproblems,anddevelopaformulatoproduceSLAsthatreallywork!
10.45 – 11.45 KEYNOTE: The Power of Problem ManagementKen Goff, Principal Lecturer, KGM Thishighlymotivationalkeynoteexploresthedynamicsofproblemmanagementandwhyitshouldbeanessentialcomponentofthecorporateculture.
08.30 – 09.45 BREAKFAST BRIEFING: Mind the Gap – Does your Service Desk Deliver what the Business Really Needs?White Paper presentation and panel debate – sponsored by & WithgrowingemphasisonaligningITserviceswiththebusiness,thisWhitePaperdelvesintobusinessculturetouncoverthescaleofthegapthatexistsbetweentheservicesdeliveredbytheservicedeskandthosethebusinessreallyneeds.
12.15 – 13.30 PANEL DISCUSSION: The Five Holy Grails – How to get within Touching DistanceChaired by Howard Kendall, Founder, SDI ThislivelyandentertainingpaneldiscussionwilllookatsomeofthemorechallengingareasofITservicemanagement–theHolyGrailsthataresoenticingyetsodifficulttoreach.
14.15 – 15.45 EXECUTIVE WORKSHOP: Defining the Service CatalogueBarclay Rae, Head of Axios Global Services, Axios Systems BarclayRaewillleadthisvaluableandinteractiveworkshop,takingagenericviewofthepracticalstepstoensuringvalueandqualityintheoptimumuseofITILprocessesashehelpsdelegatestobegintheirservicecatalogueproject.
10.45 – 11.45 KEYNOTE: Work Smarter not Harder! Practical Solutions for the IT Service DeskStephen Mann, Principle Consultant, OVUM Butler Group Stepbackfromtherigoursofday-to-dayoperationstodiscusstheimprovementopportunitiesavailablethatincludedrivingcostefficienciesthroughautomationandselfservice,reassessingtheapplicabilityandcostofexistingITSM-enablingtoolsinlightofsoftwareasaservicedelivery,andensuringmetricsarefittodriveserviceimprovement.
08.30 – 09.45 BREAKFAST BRIEFING: Making the RITE Decisions – Every Time Vance Brown, President & CEO, Cherwell Software – sponsored by TheroleofITisincreasinglytodelivermanagementinformationthatis‘RITE’–relevant,integrated,timelyandefficient.ButexactlywhatinformationdoesthebusinessneedfromtheITservicedepartmenttohelpimproveitsperformance?
TUESDAY 27 APRIL WEDNESDAY 28 APRIL
27 A
PRIL
28 A
PRIL
Programme subject to change. Please refer to www.servicedeskshow.com for any updates
G2G3 InfraVision Numara Software
10.00 Phoenix–afullrecoveryofmissioncriticalbusinessservices AirportSimulation InteractiveQuiz
11.45 PolestarHealth–dramaticsimulationforthehealthsector AirportSimulation InteractiveQuiz
13.30 PolestarRetailITSM–thefastpaceofglobalonlineretail AirportSimulation InteractiveQuiz
15.15 PolestarPM–recreatingcriticalprojectmanagementissues AirportSimulation InteractiveQuiz
G2G3 InfraVision Numara Software
10.30 PolestarHealth–dramaticsimulationforhealthsector AirportSimulation InteractiveQuiz
11.45 PolestarRetailITSM–thefastpaceofglobalonlineretail AirportSimulation InteractiveQuiz
13.45 Phoenix–afullrecoveryofmissioncriticalbusinessservices AirportSimulation InteractiveQuiz
15.00 PolestarNPO–thebusinessbenefitsofadoptingITIL AirportSimulation InteractiveQuiz
27 A
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28 A
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Hot Topic 1 Hot Topic 2 Hot Topic 3
10.30 Understandingandimplementingtheservicecatalogue Motivatingstaffinchallengingtimes Grapplingwithchangemanagement
11.45 GettingbusinessandITbuy-infortheservicecatalogue Makingselfservicework Practicalproblemsolving
13.45 ITILforSMEs Servicetrainingandqualifications Keystepsinchangingaservicedesksystem
15.00 Structuringanddesigningitservices Promotingtheservicedesk Benchmarkingtheservicedesk
Hot Topic 1 Hot Topic 2 Hot Topic 3
10.30 GettingbusinessandITbuy-infortheservicecatalogue Whatgoodmanagersknow Theproblemofproblemmanagement
11.45 StructuringanddesigningITservices Howtoimprovefirstcontactresolution Implementingbusinessprocessmanagement
13.45 Understandingandimplementingtheservicecatalogue ITILforSMEs Whatarethemetricsthatmatter?
15.00 Getyourheadaroundeventmanagement HowmatureistheITserviceindustry? Automateddeploymentanddesktopmanagement
Book your place at the Breakfast Briefings in advance by visiting www.servicedeskshow.com/briefings. Tickets for all other sessions are available at Seminar Registration on the day. Places are allocated on a first come, first served basis.
On arrival, just go to the Hot Topic Zone and sign-up to the sessions of your choice.
To sign up, visit Stand 320 for G2G3 sessions, Stand 620 for InfraVision sessions and Stand 520 for Numara Software sessions.
SIMULATION ZONE
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The Licence Dashboard™ family is a powerful range of products which puts you in control of your software assets. With advanced data cleansing and simple integration, Licence Dashboard can clean the discovered data from all of the leading tools – Symantec/Altiris, Microsoft SMS & SCCM, Track-It, LANDesk, Centennial, HP Radia to name but a few. The Dashboard family gives you the power to manage the entire lifecycle of your organisation’s software assets.
For further information, contact Licence Dashboard on:
t: 0845 265 1217e: [email protected]: www.licencedashboard.co.uk
© Copyright 2010 Licence Dashboard Ltd. All Rights Reserved. Licence Dashboard and the Licence Dashboard logo(s) are trademarks of Licence Dashboard Ltd in the UK and other countries. All other trademarks and brands are the property of the respective owners.
“Licence Dashboard™ off ers a true one-stop-shop for licence management and reporting with no equals when it comes to its third party data feed capability.“FAST IiS Independent Licence Management Solution Review
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THE WAY FORWARD