10:30 - 10:35

Welcome from our host, Mike Kyffin

10:35 - 10:55 - From Anchor to Engine: How We Transformed IT from a Burden to a Business Driver

Matthew Hill, Director of Technology Innovation and Mark Ella, Head of IT Service & Transformation at Rethink Mental Illness

Once seen as a weight dragging the organisation down, getting in the way, and holding our staff back from their purpose and charitable mission, our IT team embarked on a transformative journey to flip this on its head, becoming an engine driving innovation, quality, and efficiency in our staff experience and technology offer to become an ultra-high performing, impactful team.

This session unpacks the journey, the culture shifts, and practical changes in both our people and our technology that turned a once failing IT department into an in-house Technology Services Strategic partner.

11:00 - 11:20 -Bringing tribes and methodologies together, one team delivering value to Age UK

Nia Hatchett, Head of IT Service Delivery, Age UK

Session to be confirmed

11:25 - 11:40 - Re-imagining ITSM workflows with security and AI at the core

Ashwin Ram, Product Marketing Manager at ManageEngine

Traditional ITSM workflows have served us well but today’s IT landscape demands more. With rising security threats and growing productivity expectations, it's time to evolve.

While embracing this shift requires a cultural change, modern ITSM platforms make it easier by showing what’s possible with security-first and AI-driven workflows that plugs security gaps while elevating productivity.

This session explores how ServiceDesk Plus can fast-track your transition to AI-powered and security-infused workflows, highlighted with a real-world challenge of managing major incident collaboration and response.

Takeaways:

• Understand why traditional ITSM needs to evolve to meet the demands of today's IT landscape
• Learn how AI-driven and security-first workflows can transform IT service delivery operations.
• See a real-world example of how ServiceDesk Plus weaves AI and security into major incident response

11:45 - 12:00 - Break

A quick break for snacks, before the programme resumes.

12:00 - 12:20 - Customer Centric Magic: When Digital Transformation and Customer Experience Align.

Nola Muir, Discovery Limited

In a time where technology and digital transformation are evolving at lightning speed, businesses are constantly seeking ways to stay ahead of the curve. But amidst all the innovation, one thing remains constant: the importance of the customer.

Let's embark on this journey together as I share my personal views and experiences and discover the magic that can happen when digital transformation and customer experience align - and what happens when they don’t.

12:25 - 12:45 - Level Up Your Service Desk: Unleashing the Power of Automation & AI

Sally Bogg, Service Desk and Service Management Thought Leader

This session will give you the knowledge you need to build a comprehensive optimisation and automation plan that will enable you to transform your Service Desk into a high-performing, customer-centric operation. We'll explore how to write an approach/strategy to leverage automation and AI technologies to streamline processes, improve efficiency, enhance customer satisfaction, and empower your team. Discover how to prioritize initiatives, implement a phased approach, how to understand and mitigate the risks, avoid the pitfalls, and measure the impact of your transformation.

12:50 - 13:05 - Positioning IT as a Strategic Enabler with ESM

Matt Bramley, Senior Solutions Engineer & Anish Hindocha, Senior Account Manager at Freshworks joined by Kenny Anderson, Application Analyst/Developer & AnnMarie Kerwick, Finance Training and Engagement Officer at University of Strathclyde

The role of IT is evolving from a support function to a strategic enabler of seamless employee experiences. Hear how The University of Strathclyde leveraged Freshworks' Enterprise Service Management (ESM) capability to extend better employee experiences beyond IT, transforming Finance and other business units with intuitive workflows, self-service capabilities, and enhanced reporting. This session will show you how ESM helps break down silos, improve collaboration, and elevate the service desk’s role within the organisation. Then, see how IT can drive business-wide efficiency and deliver real value across departments, through Freshworks.

13:10 - 13:25 - Break

A quick break for snacks, before the programme resumes.

13:25 - 13:40 - Digital Transformation: Are We There Yet?

Roman Zhuravlev, Senior Architect ITIL and Dmitry Isaychenko, Partner Programmes Portfolio Director at PeopleCert

Digital transformation, like any major organizational change, is a journey. To navigate it successfully, tracking and measuring progress is essential. Depending on the audience, key metrics may include organizational change adoption, project performance, product and service quality, overall organisational maturity, and others.

Join us as we explore which measurements provide real value and how ITIL can support your transformation efforts.

13:45 - 14:05 - Digital Transformation in Cancer Care

Alistair Reid-Pearson, Chief Information Officer, The Christie NHS Foundation Trust

The Christie is Europe's largest single-site cancer centre and is the most technically advanced cancer centre outside of North America. We are facing our biggest challenge yet. The NHS is in financial recovery, the number of people being diagnosed with cancer is rising, and people are living longer with cancer (which is excellent but also a challenge for our services). The Christie is embarking on a ‘Future Christie’ strategy to face these challenges head-on, with digital and technology at its core. Learn about what The Christie is doing and plans to do to digitally transform cancer care.

14:10 - 14:30 - Panel discussion

Have your questions answered, live!