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, 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 - Session title to be confirmed

ManageEngine Speaker to be confirmed

Session to be confirmed

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 - Session title to be confirmed

Freshworks Speaker to be confirmed

Session to be confirmed

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 - The word of the day is “Ardow”

Jo Peacock, Governance & Transformation Consultant

Examining what happens when we overlook the reasoning behind digital transformation in pursuit of delivering a solution. The end goal of digital transformation in a support environment should be delivery of value to the customer. But often, as the transformation progresses, focus shifts to the solution. With catastrophic consequences.

14:10 - 14:30 - Panel discussion

Have your questions answered, live!