June 27, 2018
1.00 PM - 5.00 PM

Choosing Your ITSM Future

Stay tuned for key learnings

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?


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.


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


Steve Morgan


Syniad IT

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Stuart Rance

Consultant, Trainer, Author

Optimal Service Management Ltd.

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Venkat Balasubramanian

Senior director, Product management

Freshservice, Freshworks

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Stephen Mann

Principal Analyst and Content Director

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Simon McKenzie

IT Service Delivery Manager

Premier Foods

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Duncan Watkins

Senior Consultant

Forrester, UK

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Andrew Humphrey

Head of Service Management

Auto Trader, UK

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Simon Johnson

General Manager, UK&I


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Sooraj Shah

Freelance Technology Journalist

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1.00 pm
Registration & Lunch

1.30 pm
Introduction and welcome

Speaker: Simon Johnson - General Manager, UK&I, Freshworks

1.45 pm
Panel Discussion: VeriSM & ITIL Updates - How the Changing Landscape Demands New Approaches

Panelists: TBC

2.30 pm
Panel Discussion: Chatbots & AI/ML - A Consideration for Now, or Later?

Panelists: Steve Morgan - Director, Syniad IT, Venkat Balasubramanian - Senior director, Product management - Freshservice, Freshworks

3.15 pm

3.30 pm
Keynote: Product Selection - Options in the Market and Defining Your Needs

Stephen Mann - Principal Analyst and Content Director,

4.15 pm
Audience voted session (vote for the session you want to hear when you register)

Speaker: Stuart Rance - Owner, Optimal Service Management

5.00 pm onwards
Drinks and networking


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

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