Driving Continual Service Improvement

Arrive & register

Tea, coffee, networking & expo

Welcome address

Welcome to today’s event with SDI’s host David Wright.

Mark Boyer, Director of Global IT Services, The Workshop

When Service Improvements become Service Impediments

How do you measure the success of your Service Improvement approach? Without the right governance your service improvements may be impeding your service, creating hidden workloads, and re-directing key resources.

What can you do to surface those hidden workloads and avoid your business seeing all your improvement efforts as remedial fixes rather than innovative approaches that bring new value?

Roman Zhuravlev, Senior ITIL architect & Dmitry Isaychenko, Partner Portfolio Director, PeopleCert

ITIL in 2025. How the latest ITIL developments facilitate continual service improvement

Continual improvement has been in the heart of ITIL for decades. From a continual improvement model, to dedicated publications, ITIL has offered guidance on how to incorporate improvements into an organization’s management system.

However, many organizations need more specific and tailored ‘how-to’ guidance when planning and implementing improvements. They need a structured yet flexible approach; examples and templates; ways to define and measure success.

In 2024, we have been working on the next generation of the improvements implementation guide – and although the work is still in progress, we are happy to share the current state of development and the next steps planned. This is a rare opportunity to hear about the latest ITIL developments from the architects and take part in the early testing of the upcoming ITIL products.

Join Roman Zhuravlev, a Senior ITIL architect, and Dmitry Isaychenko, a Partner portfolio director to learn more.

Sumit De, Principal Solutions Engineer & Jane Kelly, Account Executive, Freshworks

How did Freshworks achieve operational excellence using Freshservice?

Scaling from a five-member team to over 5,000 employees across 12 global offices while supporting 67,000+ customers, demands more than just a well-drafted IT strategy—it requires flawless execution. Discover how Freshworks successfully navigated this journey using Freshservice and operationalized enterprise-grade AI to enhance IT and employee service management.

Tea, coffee, networking & expo

Tea, coffee, networking & expo

Georgina Otubela, Service Delivery Manager, Vida Homeloans

Removing Barriers Between Business and Technology

This presentation explores the principles of Continual Service Improvement (CSI) within the ITIL 4 framework and provides strategies to embed a culture of continual improvement in technology teams while bridging the gap between business and technology.

Georgie discusses the challenges and successes encountered over her 20 year career in service management.

We will begin with an overview of ITIL 4, discussing the alignment of IT services with business needs, and introduce CSI as a key component focused on ongoing service, process, and product enhancement. The importance of CSI is highlighted by its role in driving adaptability, customer satisfaction, and efficiency.

We will address common sense practices helping teams and organisations to define a vision, assess their current state, set measurable targets, develop and implement improvement plans, evaluate results, and sustain momentum with a view to fostering a culture of improvement include leadership commitment, employee empowerment, continuous training, and recognition.

We will discuss why addressing resistance to change is crucial, and offer insights into how to positively engage with stakeholders, communicate benefits, and provide support to teams and organisations.

This session aims to equip technology teams and business leaders with the knowledge and tools to drive continual improvement and foster a collaborative, improvement-focused culture.

Roundtable session

Small group discussions on aspects of CSI

Lunch, networking & expo

Mark Bewick, Senior ITXM Advisor, HappySignals

Why Continual Improvement Needs Experience Data

In the dynamic world of IT service management (ITSM), continual improvement is essential for keeping IT services aligned with evolving business needs. This session will highlight the critical role of experience data in driving meaningful improvements. Traditional metrics and feedback mechanisms often miss the mark, failing to capture the true issues that end-users face.

By leveraging experience data, organizations can identify pain points, understand root causes, and prioritize improvements that genuinely enhance business operations and outcomes. We will explore how experience data offers a comprehensive view of end-user satisfaction and productivity, revealing areas that need attention beyond the obvious service-related complaints.

Attendees will learn strategies to avoid common pitfalls, such as focusing on the loudest complaints or overlooking critical improvement opportunities due to inadequate metrics.

Join us to discover how experience data can transform your ITSM approach, leading to more effective and impactful continual improvement efforts.

Ian Scotting, Service Delivery Manager, The Hyde Group

Continuous Improvement: A Human-Centric Approach

Continuous Improvement is in our DNA. As human beings we have an innate desire to evolve and make things better than before.

In this talk, I provide real-world examples on how teams can be encouraged to make incremental improvements that add up to a tidal wave of enhancements.

Abhinav Kaushik, Senior Technical Strategist, ManageEngine

Starting small and scaling smart with AI for improved service desk efficiency

Each service desk has its unique requirements and operational challenges. However, with the rapid pace that new AI-powered capabilities are entering the market, there’s often a rush to adopt AI quickly in hopes of gaining a competitive advantage. This urgency can result in poorly planned implementations, missed opportunities, and disappointing ROI. To ensure you get the most from your AI investments, it’s crucial to implement it in a phased manner with regular feedback loops.

This session will focus on how to:

• Implement a three-phased AI roadmap for IT service management leaders and CIOs

• Infuse various AI technologies across complex service delivery workflows, like employee onboarding

• Leverage high-value AI for ITSM delivered by ServiceDesk plus right out of the box

Tea, coffee, networking & expo

Tea, coffee, networking & expo

David Bullivant, Director of Sales, Sunrise Software

Creating Customer Cheer with Every Interaction

What if every customer interaction left your users feeling delighted? In this session, we’ll share how you can boost customer satisfaction and loyalty by tailoring your support to meet individual needs. Learn how tools like self-service portals and AI-powered chat bots can revolutionise your service delivery. Expect to walk away with practical tips and fresh ideas to elevate your service and create lasting customer cheer. Join us and discover how to make every interaction count!

Gregg Winkel, Platform Support Team Leader, Domino's

SDI Stars: Like Pizza Slices, The More You Have, The Better It Gets!

Panel discussion, prize draw and close

Panel discussion, prize draw and close