Programme

Oct

20

Oct

21

Arrival, Welcome Drinks & Expo
08:30  to  09:00

Registration, tea & coffee will be served

Opening Address
09:00  to  09:15

Welcome from host Nabil Azar and SDI's David Wright.

Speakers:
HOST: Nabil Azar. Head of MENA & MD ACIS IT. SDI.
CONFERENCE CHAIR: David Wright. CVIO. SDI.
Opening Keynote - Jeff Rumburg, President and CEO of MetricNet, LLC - The Future of Service & Support, A Brave New World!
09:15  to  10:00

IT Service and Support organisations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.

In this keynote address, Jeff Rumburg, Managing Partner at MetricNet, the global leader in IT service and support and contact center benchmarking, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.

Speaker:
KEYNOTE: Jeff Rumburg. President & CEO. MetricNet.
Keynote - Paige Smith - The Rewards and Challenges of Aligning Award-Winning Service to Global Best Practice
10:00  to  10:45

The rewards and challenges of aligning award-winning service to global best practice
 

In this session, Paige shares her experiences of aligning award-winning managed service provider Air-IT's service to global best practice. She'll talk about the challenges and obstacles faced by the service desk and how overcoming these challenges led to the transformation and growth of both their team and business. Paige will share how the development and implementation of their Customer Experience programme helped them to achieve a CSAT target of 96% as well as their journey and experience of attaining 3-star Service Desk Certification. Attend this session and you will gain tips and ideas on setting up a successful employee satisfaction programme and a comprehensive CX programme.

Speaker:
KEYNOTE: Paige Smith. Service Delivery Manager. Air IT.
Tea, Coffee & Expo
10:45  to  11:15
Breakout 2 - James Mathews - Leadership: What It Takes To Build A Star Player Team
11:15  to  12:00

IT Geek, Entrepreneur & UAE Assentiv Coach, founder and MD at Dubai based MSP Silver Lining.

Leadership - What It Takes To Build A Star Player Team

Speaker:
James Mathews. IT Geek, Entrepreneur & Coach. Silver Lining & Assentiv.
Breakout 2 - Andros Symeonides - Bringing Together & Unifying ITSM, ITOM & ITBM
11:15  to  12:00

Automate IT services and operations. Make time for creative innovation. Transform your business.
assyst from Axios gives you unified IT management in a single cloud app. It’s time for IT to change the game.

Speaker:
Andros Symeonides. SVP Business Development. Axios Systems.
Keynote Speaker - Barclay Rae - ITIL4 Guiding Principles & Human Digital Transformation
12:00  to  12:45

Joining Up The Worlds of ITSM and DevOps For True Digital Working


Many companies face challenges in finding ways to merge their traditional operations and service management organisations with agile and DevOps ways of working. Both approaches are needed; organisations need process and structure as well as the ability to work quickly and effectively – there is no right or wrong here or one-size-fits-all way of doing things.  The challenge is often for the human beings caught between different cultures, different generations and different languages and ways of working.

This session explores how to bring these contrasting worlds together for successful transformation and value. The focus of this will include how ITIL4 fuses the proven worlds of ITSM with current models, language and methods for agile, product management and DevOps practice. 

The focus of this is ITIL4's Guiding Principles - flexible and context-relevant guidelines on how to apply common sense in a variety of different situations. The Guiding Principles provide the key to open up new and collaborative ways of working across all areas. They also finally remove any doubt around the fact that ITIL is not a prescriptive or rigid way of working – quite the contrary!

Barclay Rae is one of the Lead Architects of the new ITIL4 programme, with many years of experience working with culture and organisational change.

Speaker:
KEYNOTE: Barclay Rae. ITSM Consultant & ITIL4 Author.
Lunch & Expo
12:45  to  13:30
Breakout 3 - Mauricio Corona - Value Streams in Tesla Products
13:30  to  14:00
Speaker:
Dr. Mauricio Corona Ph.D. Chief Transformation Officer. SDI.
Breakout 3 - Karim Mawlawi, BMC The Future of Digital Service Management
13:30  to  14:00
Speaker:
Karim Mawlawi. Practice Manager. BMC Software.
Breakout 4 - Wissam Mattout - The Impact of Digitalization on Customer Experience
14:00  to  14:45

For generations, companies have maintained a rather cozy relationship with their customers; they had advertised and marketed their wares and, depending on whether they liked their products, customers would buy them or wouldn’t. But these days, social media, connected devices and other digital driven initiatives are pushing forward to a change in the relationship between business and customer and it goes both ways. No longer will a disinterested or disappointed customer simply refuse to buy your product; they will now actively try to bring it down. Social media can destroy a poorly run business in a matter of weeks.

In this new digital era, companies need to adjust their business models to reflect the changes this brings. Customer demands are increasing day by day

The presentation will address:

  • What should modern businesses do?  
  • How could companies offer an exceptional customer experience?
  • Will a digital customer experience lead to producing more sales, more customers and encourage loyalty?
  • What is the value in focusing on digital Customer Experience when it comes to achieving business goals, cost reduction and increasing customer-centricity.
Speaker:
Wissam Mattout. Regional COO - MEA. NEXtCARE.
Breakout 4 - Ruman Muhith - High Velocity Service Management
14:00  to  14:45

High Velocity Service Management

How Revonic are using DevOps, Agile and ITSM to achieve High Velocity Service Management. We talk about how things were done before, what prompted the need for change, how the changes occurred, the difficulties along the road not just culturally but from a digital transformation point of view. This will be a very insightful and interactive presentation where you can be sure to related to at least one of the many talking points.

Speaker:
Ruman Muhith. Service Delivery Manager. Revonic.
Breakout 5 - Omar Harara - Beyond Service Desk
14:45  to  15:30

Digital Transformation & The Service Desk

Omar will be sharing with us his work ‘Beyond Service Desk’ at the University of Sharjah where their service desk is the heart of Service Management providing bi-directional communication with users and updating them with the new initiatives and changes. The service desk also plays a key part of in early lifecycle of service provisioning to provide an extraordinary experience to customers.

Speaker:
Omar Harara. Service Desk Manager. University of Sharjah.
Breakout 5 - Nikhil Manhoran - AI & The Service Desk
14:45  to  15:30

Nikhil, IT consultant at the Abu Dhabi Council for Economic Development, will be presenting his real-life experiences implementing and working with AI and robotic process automation (RPA) in a service desk environment.

Speaker:
Nikhil Manoharan. Principal Consultant. Abu Dhabi Council for Economic Development.
Tea, Coffee & Expo
15:30  to  16:00
Panel Debate: David Wright Hosts Global ITSM Thought Leaders Q & A
16:00  to  16:45

The Holistic Service Manager

SDI's Chief Value & Innovation Officer David Wright will bring together four of the world's most eminent thought leaders in ITSM for this Q&A panel session where he asks what the future holds for service management and for the service manager.

Join Barclay Rae, Jeff Rumburg, Andrea Kis and Mauricio Corona as they discuss:
What does service management mean? What are the key trends we are seeing?
What does every service manager need to understand about their future?
What will a service manager look like in a year's time in terms of the value they create and the skills they need? How can you be at the top of your game in your career?

They'll be delving into leadership skills and culture, we'll explore how service managers can co-create value by collaborating  more with the customer and the organisation . We'll also be looking at the concept of high velocity IT for digital organisations as well as sharing thoughts on best practice standards, ITIL4, agile and devops.

Speakers:
CONFERENCE CHAIR: David Wright. CVIO. SDI.
Dr. Mauricio Corona Ph.D. Chief Transformation Officer. SDI.
KEYNOTE: Jeff Rumburg. President & CEO. MetricNet.
KEYNOTE: Andrea Kis. Manager. Deloitte MCS Limited.
KEYNOTE: Barclay Rae. ITSM Consultant & ITIL4 Author.
HOST: Nabil Azar. Head of MENA & MD ACIS IT. SDI.
Closing Keynote - Andrea Kis, Deloitte - Human Experiences In A Digital World
16:45  to  17:30

Human Experiences In A Digital World

More and more organizations are designing highly customized experiences around the behaviors, preferences, and values of individual users. The engine behind them includes an integrated array of leading-edge technologies like AI, machine learning, natural language processing, speech recognition, voice response and AR/VR—which means the landscape of how services are delivered to the customers is also changing.

It is important to remember that behind every digital experience there is a human one too.

In her presentation Andrea is going to talk about how when deployed together, these exciting technologies deliver emotionally intelligent human experiences that leverage connections between people, systems, data, and products.

 

Andrea is a consultant with great passion for Service Management, Service Integration and Management (SIAM) and Business Relationship Management (BRM).

Speaker:
KEYNOTE: Andrea Kis. Manager. Deloitte MCS Limited.
Closing Address
17:30  to  17:45

Close from host Nabil Azar and SDI's David Wright.

Speakers:
HOST: Nabil Azar. Head of MENA & MD ACIS IT. SDI.
CONFERENCE CHAIR: David Wright. CVIO. SDI.