Loading Events

« All Events

  • This event has passed.

Sector spotlight: Rethinking service design and tackling the challenges faced by modern service desks

30 April, 10:00 am - 1:00 pm

Free

Free to both members and non-members, this spotlight on the healthcare sector highlights some of the most exciting initiatives underway within NHS England and Digital Health and Care Wales, focusing on service desk communities, user-centred design, and working with product teams to deliver new and uplifted services.

The sector is the subject of constant scrutiny and discussion. With tightened budgets and spiralling demand, those working in ITSM are under pressure to deliver more streamline services, helping to provide access to precious resources in the most imaginative and cost-effective ways.

 

Sessions include:

How NHS communities are tackling the challenges faced by modern service desks

In today’s ever evolving IT landscape service desks face increasing pressure to deliver exceptional customer experience whilst maintaining efficiency and driving down costs. What if there was a hidden treasure trove of knowledge and good practice just waiting to be found? Well guess what… there is! The NHS Service Desk Centre of Expertise (launched in January 2024) is a community that is helping people to understand and address some of the challenges faced by modern service desks. Our ambition is to provide support and guidance to enable teams to build and enhance the service desk capabilities within their own organisation. With over 80 members already, the Centre is a lively community where members are actively sharing experiences and knowledge to solve real world problems. This talk will dive deep into the power of service desk communities; we will explore how fostering collaboration and knowledge sharing across the NHS service desks is leading to:

  • Enhanced problem solving
  • Continuous learning and development
  • Improved service desk capabilities and services for the NHS.

Join us for a session packed with real life examples of the benefit of co-creation and learn how you too can harness the collective power of communities.

Presented by Sally Bogg, Head of Service, Live Services, NHS England

Sally is an award-winning service management professional who has over 18 years’ experience of developing and delivering sector leading service desk teams. Sally spent 15 years working in higher education before joining the NHS in May 2020. Sally’s current role is Head of Service in the Live Services directorate at NHS England, where she is responsible for supporting the delivery of national critical services that underpin the NHS. Sally is also the lead for the NHS Service Desk Centre of Expertise.

 

Service design and transition for a product-led world

This is a walk through the journey of how NHS England Service Design and Transition adapted to work alongside product teams to ensure we deliver new and uplifted services with proportionate governance. It will focus on the context, the why and the how.

  • Context – We will take a brief look back at how we worked during the Pandemic across departments and suppliers to deliver amazing products and services, and how collaboration was at the forefront of this success.
  • Why – We will dive into the learnings from this time, how they have shaped our present, our future, and why we need to change to stay relevant.
  • How – We will share how we approached uplifting our ways of working, adapting our processes and changing the way we think and work alongside our Product and Programme teams, including the successes and the challenges we faced.

But we’re not quite done yet.  It’s an iterative process and we still have more to do, sharing with you the progress so far and the steps ahead.

Presented by Lisa Flounders, Service Lead, Live Services, NHS England

Lisa is Service Management professional with over 15 years’ experience in Technology spanning the Private and Public sector.   Lisa spent over a decade in the financial sector, starting her Service Management career in Major Incident Management, Problem and Release Management before joining NHS Digital in September 2013.  Lisa worked on the Covid Services, primarily as a Release Manager for the National Testing Service, then as Service Lead for the Vaccinations Service in a SIAM environment.   Lisa is now leading the cross-cutting teams in NHSE which cover SD&T, Change, ITSC and Capacity Management, where there has been significant transformation in shaping our ways of working for the future.

 

User-centred design at Digital Health and Care Wales

In this session, you will learn about DHCW’s approach to UCD, which involves assessing the skills and needs of UCD professionals, providing coaching and mentoring, and establishing career pathways for them. You will also hear about DHCW’s next steps, on the journey to UCD maturity, including establishing a community of practice (CoP), and conducting a capability, capacity, and demand assessment. This session will give you insights into how to enhance your UCD capabilities and outcomes.

Presented by Dan Obi, Senior Service Designer, Digital Health and Care Wales.

Healthcare of the future: radical transformation or incremental development?

In this thought-provoking presentation, Daniel Eyre shares insights gained from over 25 years of leading NHS services in the UK and advising on, designing, and transforming health services.

Daniel will delve into how health systems worldwide encounter similar challenges and address them through varied processes of care system redesign, workforce change, and technology innovation. He will explore whether achieving outstanding 21st-century healthcare requires radical transformation or can be attained through incremental development of 20th-century models. Drawing parallels with other sectors and industries, Daniel will express the perspective that while the NHS and other health systems are capable of meeting the substantial demands of the 21st century, they must maximise their use of technology and human innovation to achieve this.

Presented by Daniel Eyre, Vice President, CereCore International

Daniel Eyre is Vice President, Business Development at CereCore International  and is responsible for business development and brand in the UK and other international markets. He has worked in healthcare for nearly 25 years and gained experience on implementing technology solutions while working within the NHS and in the private sector for EPR vendors and Nuance. Dan also worked for the consulting firm CapGemini on central government projects as well as healthcare organisations and witnessed the time savings that healthcare technology can bring to patient care and back-office employees. He brings this varied experience to work in partnership with organisations to help them deal with their pain points in the most appropriate and economical way. Dan attended Leeds Metropolitan University where he studied Systems Analysis and Design.

 

Remodeling healthcare’s service management framework to tackle modern cybersecurity challenges

According to the World Economic Forum, in 2023, the healthcare industry experienced an average cost of $10.93 million per data breach, nearly twice as much as the financial industry, which ranked second.

There is no debating the fact that around the world, including in the United Kingdom, cyberattacks are on the rise in the healthcare industry. As an ITSM practitioner, what can be done to champion the security-first approach that organisations should undertake?

There’s quite a bit that can be done. It’s time for service management leaders to play a proactive role in enhancing cyber resilience and bridging the gap between ITSM and IT security by incorporating security components such as privacy management, risk mitigation, and event management.

In this session, you will learn:

  • The perspective shift ITSM leaders of healthcare organisations are facing when pivoting to a security-first service management framework.
  • Seven crucial focus areas for a security-first approach.
  • Key use cases and challenges faced in the healthcare industry.
  • How to implement a security-first approach for ITSM in the healthcare industry.

Presented by Ashwin Ram, Product Marketing Manager, ManageEngine

Ashwin Ram, with 10 years of ITSM experience, shares a distinctive perspective on the industry. Currently serving as a product marketing manager at ManageEngine, Ashwin has authored several articles, best practice blogs, and white papers on various IT topics, including KPIs and metrics, and AI in ITSM. Over the years, Ashwin has presented at numerous industry events including The Service Desk and IT Support Show (UK) and Service Management World (US), as well as ManageEngine User Conference series events held worldwide. Ashwin regularly engages with tech journalists, as well as IT and  ITSM leaders at industry events globally.

 

Panel discussion

Join the speakers to discuss challenges and opportunities within the healthcare sector.

 

PeopleCert ITIL CPD Points

itSMF UK members will automatically earn 4 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.

Delivery Platform

This online event will be delivered using the Zoom platform.

 

How much does it cost?

Places are available to itSMF UK members and non-members for FREE.

VIEW PRESENTATION RECORDINGS

 

Sponsored by

Details

Date:
30 April
Time:
10:00 am - 1:00 pm
Cost:
Free
Event Categories:
, ,
Event Tags:
,

Venue

Online Delivery

Organiser

itSMF Events Team
Phone
+44 (0)118 918 6500
Email
events@itsmf.co.uk
View Organiser Website