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Scottish Region Member Event
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Getting the most out of your Service Desk and its systems.

18/06/2015
When: 18 June 2015
9.30 AM until 3.45 PM
Where: University of Glasgow
University Library
Hillhead Street,
Glasgow, Strathclyde  G12 8QE
United Kingdom
Contact: Teresa Corre
0118 918 6502


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We have four great speakers lined up for our next free member event in Scotland Region on 18th June.

                                     

Refreshments will be available from 09:30 and the event runs from 10:00 to 15:00. Lunch will also be provided, and I sincerely hope you can join us for the day.

 

Best regards

                       

Ian Whyte

Chair, Scottish Region

 

 

The presentations include:

 

 

People, Process, People and People

Martin Neville, Principal Consultant at Tata Consultancy Services   

The ITIL manuals are a collection of good practice for service management, but it is people that have to make it work. In many cases the people who have to follow the processes have never heard of service management or ITIL and we ignore them at our peril. Based on experience of implementing Service Management in both the public and private sectors, Martin will give his take on what is important to ensuring that the actual users of the processes understand what they need to do and how they need to fit into the bigger picture.  

                                                

An ITSM Journey

Mark Temple, IT Helpdesk & Systems Manager at the University of Glasgow

Mark’s presentation maps out the University’s ITSM journey through organisational restructuring and the procurement and rollout of a centrally supported ITSM tool.  He will focus on obstacles overcome, improvements made, lessons learned.

                                      

A Future Vision for ITSMF UK

Mike Owen, CEO of ITSMF UK

Mike discusses the future direction of the industry and how ITSMF UK is evolving to accommodate it.

                              

Respect for the Service Desk

Barclay Rae, Independent Management Consultant for IT Service Management

Respect is an emotive word, but often this is a major issue for service desks and those people working in them. Often there is a lack of awareness, interaction, and practical respect for the service desk and its function from other people working in the same IT organisation. This lack of communication and recognition can have implications for the business. Teamwork and collaboration are the backbone of Service Management – it’s about a supply chain of activity and this requires some fundamental acceptance of and practical engagement with the service desk.This session identifies some of the reasons behind this issue with practical suggestions of how to tackle them.

                                      

 

 

 

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