nExhibition –Over250productsandservicesfromthemostinnovativeandtrustedsuppliers.

nIndispensable seminars–Expert-ledpracticalsessionsandcasestudiesinthreededicatedtheatres.

nBreakfast Briefings–Essentialresearch,industrycommentandaudiencedebate.

nKeynote Theatre–Discusshowtoworksmarter,notharderandexplorethedynamicsofProblemManagement.

nWorkshops & Panel Discussions–Participateandinteractinmust-attendsessions.

nSimulation Zone–Experiencetheurgency,pace,andimpactofITdecisionswithoutthereal-lifestress!

nHot Topic Roundtables–Agreatopportunitytodiscussahostofservicedeskrelatedmatterswithyourcontemporaries.

nShow Bar–Networkwithindustrycolleaguesorjusttakeabreakfromtheexhibitiontoreflect.

n SDI Zone–MeetsomeofITSM’sleadingindependentspecialiststodiscusspeopleissuesandyourownmanagementstrategies.

nWhite Paper–‘MindtheGap’researchesthegapbetweenITservicesandwhatthebusinessreallyneeds.

SHOWHIGHLIGHTS

ITservicemanagementhasnotonlysurvivedtherecession,ithasbecomeanessentialweapontoensurethatbusinessesprosperduringtheongoingtoughmarketconditionswrites James West, EditorofServicedesk360.com.

AreportbyindustryanalystIDCsaysthatdespitealmostuniversalITspendingcuts,worldwidesalesofchangeandconfigurationmanagementgrewbythreepercentin2009.Withover$4billionspentonchangecontrolslastyear,IDCpredictstheupwardtrendtoaccelerate,withgrowthof5.6percentexpectedin2010.Evenbiggergrowthisexpectedforproblemmanagementsoftware,whichincludestheservicedesk,withIDCstatingthatspendingwillswellby5.9percentthisyear.

Servicemanagementisprosperingbecauseitpromisestosolveproblemssharedbyeverybusiness,regardlessoftheirsizeortype–howtocontrolandreducecostswhilegettingmorefromtheirspend.OrganisationsarenolongercomfortableallocatingbudgetswithlittleproofofvalueandITmanagershavenochoicebuttogettogripswithallaspectsoftheiroperations,anditisthislearning

PREVIEW 2010THE UK’S LEADING IT SERVICE MANAGEMENT & SUPPORT EVENT27 - 28 APRIL 2010

EARLS COURT, LONDON

www.servicedeskshow.com�

The show that ticks all the boxesAtatimewheninterestinITexcellenceanditsvaluetothebusinessisaccelerating,thousandsofvisitorsareexpectedtopourintoEarlsCourton27-28Aprilasthefocalpointoftheservicemanagementcalendar,theService Desk & IT Support Show,getsunderway.

Theextensiveexhibitionandprogrammeofferedattheeventsharethesamegoal–howtodeliverefficient,cost-effectiveservicewhileembracingtheexplosionofinterestinemergingtechnologies.Keyissuesaroundcontrollingcosts,managingstaff,andimprovingserviceanduserconfidencewillalsobeexploredindetail.

Oncethepreserveoftheservicemanagementspecialist,theprocess-ledethosoftheindustryisattractinggreaterinterestasbusinessesexpandtheirITusage.Reflectingthecross-overintothewiderbusinessworld,theServiceDeskandITSupportShowisco-locatedwithInfosecurity,billedasEurope’slargesteventdedicatedtoITsecurity.

Theeducational programme

promisestobethebestyet,withover100sessionspresentedbybluechipcompaniesincludingIntel,CometandDanone,andfeaturingkeynotepresentationsfromStephenMannofOvumandKenGoffofSDI.

Aswellasthepopularbreakfastbriefings,newfor2010istheSimulation Zone thatguidesparticipantsthroughreal-lifescenariostoteachtheprinciplesofITILandservicemanagement.

Alongside,theServiceDeskInstituteishostingThe SDI Zone,whereyoucanmeetsomeofITSM’sleadingindependentspecialiststodiscussyourpeopleissuesandyourownmanagementstrategies.

Meanwhile,Hot Topic Roundtableswilldissectissuessuchasimplementingaservicecatalogueandmotivatingstaffthroughdifficulttimes.Seeinsideforthefullprogrammeofevents.

Therereallyissomuchhappeningtoinform,inspireandputintopracticeatthisyear’sevent.Makesureyouputthedatesinyourdiaryandregistertovisitatwww.servicedeskshow.com.

Harness the power of 21st century ITSM

� continued�on�page�3�

ALSO INSIDE page

Service-now.com Winter release...3New Hornbill & SDI white paper....3LogMeIn unattended access..........4Get fizzy with EMC.........................4Assyst with cost-cutting.................5License management.....................5On the move with Cherwell............6Mobile again with Apple’s iPad......7Manage people, leverage value......7Infosecurity Europe.........................7Double dose from IBM...................8Full content programme.................9

Cherwell. The service desk solution that covers all your ‘vITIL’ areas

The complete IT Service Management solutionCherwell is the ITIL solution that covers every angle – more powerful, more customisable, more scalable and more cost effective than other systems. Fast and easy to deploy, simple to manage, offering ITIL best practice ‘out-of-the-box’. Available as a traditional ‘On Premise’ installation or via a fully hosted SaaS solution, the choice is yours and with our unique CBAT technology, Cherwell delivers a truly powerful, scalable solution without ever stripping your budget.

Don’t leave yourself exposed, contact us today on 01793 680280or visit www.cherwellsoftware.com Innovative Technology Built on Yesterday’s Values

I should visit Cherwell at the Service Desk & IT

Support Show, stand 910, Earls Court 27-28 April

www.servicedeskshow.com� 3

INDUSTRY NEWS

‘Modern software’ release promises zero downtime

Diary at a Glance

Service Desk & IT Support Show 2010, Brompton Hall, Earls Court 1, London SW5 9TATuesday27&Wednesday28April09.30–17.00EntryisFREE–registertodayatwww.servicedeskshow.com

Breakfast BriefingsDaily,08.30–09.45

Keynotes, Workshops & Panel DiscussionsDailyat10.45,12.15and14.15,plusTuesdayat15.45

SeminarsDailyfrom10.15

Hot Topic RoundtablesDailyfrom10.30

Fulldetailsofprogrammesareonpages 9, 10 and 11.

Simplicity,rapidimplementationsandautomatedupgrades.Newfunctionalitythreetimesayear,lowsubscriptionfeesandcompleteflexibilitythroughcustomisation.Provenscalabilityforthelargestenterprises,intuitiveusabilityanddramaticallyreducedTCO.Allthesedescribemodernsoftware,saysService-now.com.

ThecompanyunveilsthelatestinmodernITSMsoftwareasaservicewithitsWinter2010release.Inoneyear,itautomaticallyupgradedmorethan5000customerinstances.Upgradeswerecompletedinlessthan15minutesresultinginzerodowntime,allcustomisationswerepreservedandcustomersreceivedlotsofnewfunctionality.

IncludedasapartoftheService-now.comsubscription,customersreceive:moreembeddedITILbestpractices;graphicalworkflow;changemanagementriskcalculatorandimpactassessment;mobileinterface;Google-likeglobalsearch;projectportfolio

management;Amazon.com-likeservicerequest;discoveryandapplicationdependencymapping;CIOdashboardsmodelledafterMyYahoo;KCSknowledgemanagement;andworkflow-basedservicelevelmanagement.

What’sthecatch?VisitService-now.comonStand 420attheServiceDesk&ITSupportShowtofindoutmore,andtolearnhowtomoderniseyourservicemanagementstrategy.

Anewwhitepaper,sponsoredbyHornbill SystemsandSDI,researchesthegapbetweenITservicesandwhatthebusinessreallyneeds.

Isthereadequateandmeaningfuldiscoursebetweentheparties?DoServiceDesksunderstandthestrategicobjectivesofthebusiness?DoorganisationscallontheServiceDeskwhenplanningforthefuture?Ordoeseverypartysimplyworkinitsownlittleworld,expectingotherstoknowwhattheywant?WithgrowingemphasisonaligningITserviceswiththebusiness,thispaperaimstobenchmarkthegapinITserviceprovisionandofferabasisforpracticalsolutions.

TheresultswillbediscussedanddebatedatTuesday’sBreakfastBriefing–soregistertojoinin(www.servicedeskshow.com/briefings)andbethefirsttoheartheresultsofthisessentialresearchanddiscovertheseven-stepplantobridgethegapbetweenbusinessandIT.

Collect�a�free�copyYourcomplimentarycopyof‘MindtheGap’willbeavailablefromHornbillSystemsonStand 300andfromSDIinThe SDI Zoneattheshow.

Mind the gap!

The ultimate support solution

IncidentMonitor in the pink

Anewexhibitorfor2010,Ultima Business SolutionsisanITsolutionproviderofferingarangeofmanagedsupportservices,bothoncustomersiteandoffsite.

Itspurpose-built24/7TechnicalSupportCentreisISO27001certified.Ultimaisabletooffertrulypro-activeremotesupportservicesutilisingenterpriseclassmonitoringtoolsfromNetIQ.

Atthisyear’sServiceDesk&

TheServiceDesk&ITSupportShowisonceagaintheplatformforthelaunchofthelatestexcitingreleaseofIncidentMonitor,thesuccessfulservicedeskapplicationfromMonitor 24-7 Inc.

Thisuniquereleasecontainsall10ITILv3processesforwhichIncidentMonitorhasjustattainedthePinkVERIFYcertificate.Thenewreleaseclaimstightbutflexibleintegrationbetweenthevariousprocessesfromincident,toproblem,tochange,torelease;withadirectintegrationtoassetmanagement.

Additionally,thetightlysecurity

controlledservicecatalogueandadvancedserviceportfoliofeaturegivesadirectinsightintotheservicesanorganisationpresentstoitscommunity.

TheeventmanagementapplicationinIncidentMonitoroffersauniqueinsightintotheeventalertingtoolsanorganisationuseswithinitsenvironment,wheretheknowledgemanagementapplicationgivesfullcontroloverthelifecycleofknowledgearticles.

VisitStand 804 formoreinformationonMonitor’snewreleases.

ITSupportShow,Ultimawillbeoffering20percentoffallhostedvirtualserverofferingsforallordersplacedwithinfourweeksoftheshow;aswellasavulnerabilityscanofuptotwoexternalIPaddressesandafreeprofessionalServiceDeliveryAssessmentofyouronsiteservicedesk(termsandconditionsapply).

TofindoutmoreaboutUltima’ssolutions,visitStand 530.

Sponsors and partners:

Co-located with:

processthatwillhelpjustifytheprojectsandserviceswhichareofmostusetothebusiness.

AllsignsarethatthecomplexityofITwillcontinuetoexpand,meaningtheneedforeffectivecontrolswillonlygrow.ConsiderarguablythethreebiggestITgrowthareas:cloudcomputing,servervirtualisationandmobileworking.Allstrategiespotentiallyoffersavingsandincreasedbusinessagility,yetfromamanagementpointofview,createmyriadissues,stretchingtheboundariesoftheenterprisefurtherthanever.

Mobileworkingisonesucharea–IDCsaysthatby2013,over50percentofEuropeanworkerswillbeclassedasmobile.Thevolumeofdevicesinvolved,majorconcernsaroundsecurityandhowtomaintainconsistentdataarejustsomeoftheproblemsthatITmanagerswillface,andeffectiveservicemanagementistheonlylogicalwaytokeepontopofthechangessweepingthroughIT.

ThetrickypartismakingsenseofanITservicemanagementworldthatismarkedbyfragmentedinformation,strongopinionsandcliqueylanguage.TheService Desk & IT Support Showisthebeststartingpoint,givingvisitorsthefastestroutetotheservicesuppliersandthoughtleadersthatshapetheindustry,settingthemonapathtoutilisethegreatpowerthatservicemanagementholds.

continued�from�page�1�

Event organised by: VCM Events Tel: 01273 836 800 Web: www.vcm.co.ukEvent preview designed and produced on behalf of VCM by Publishing Events Ltd, Tel: 020 7841 5960 www.publishingevents.com

4� www.servicedeskshow.com4

INDUSTRY NEWS

Registertovisitthisyear’sServiceDesk&ITSupportShowandyoucouldwinafabulousNEWiPad.AllyouhavetodoisgototheKaseyastand(430)whereyoucanenterthedraw.TherearetwoiPadstobewoneachday.

‘Revolutionary’ solution fizzes with possibilitiesDesignedtosimplifyandautomateyourservicedeliveryfunctionindynamicphysicalandvirtualenvironments,VMwarewillbeshowcasingServiceManagerVersion9atthisyear’sshow.

ThisisoneofseveralEMCITmanagementproductsacquiredbyVMwareasofthe1stApril2010.

VMwareplanstofurtheroptimisetheacquiredproductsfordynamic,VMwarevSphere-basedcloudinfrastructure,todeliverunparalleledvisibility,controlandsimplicityof

ISEB credits career buildingISEB–partofBCS, The Chartered Institute of IT–haslistenedtotheviewsofITSMindustryexpertsandkeystakeholdersandhasavisionforthefutureofITIL.

ThecurrentschemeappearstofocusuponcreditsandgettingtoExpertlevel.Instead,ISEBwantstoensurethattheschemetakesintoaccountcareers.Itismoreimportantforemployersthatpeoplelearntheskillstodotheirjob.ThenewISEBspecialist

certificatesaimtohelpindividualsproveanddemonstratethis.

Aspartofitsvisionitaimsto:recogniseindividualjobandcareerrequirements;maketheITILjourneysimpler;providerecognitionforpeopleatalllevels;berelevantintheworkplaceforITprofessionals;havejobrolesreflectedinthecurrentscheme;anduseSFIAplusasabaseforitsproposal.

VisitBCSonStand 526 attheServiceDesk&ITSupportShow.

ThenewfeaturesofLogMeIn’saward-winningon-demandremotesupportsolution,LogMeInRescuewill

beonshowonStand 920attheServiceDesk&ITSupportShow.

NewfeaturesincludeUnattendedAccess,wheretechnicianscanaccessremotecomputersevenifauserisn’tphysicallytheretoacceptsupport,givingboththetechnicianandtheendusermoreflexibility.

Plus,iPhoneEmailConfigurationallowstechnicianstoremotelyconfiguretheemailsettingsforaniPhonequicklyandeasily.

ITinabusinesscontext.And,lastbutnotleast,SunriseisofferinganexcitingnewcustomerportalthattrulybelongsintheageofWeb2.0applications.

SunriseSostenutohasbeenwidelyacclaimedinthepressandbythoseorganisationsthathaveadoptedit,whetherasaninternalservicedesksolution(includingtheRFU,Müller,TamworthBoroughCouncil,GreenwichUniversityandArtsCouncilEngland)orforitshighperformancewithinexternalfacingservicecentreoperations.

Don’tmissthebuzzontheSunrisestand(200),justinsidetheshowentrance.

Sunrise Softwareissettingthebarhighthisyearwiththreemajornewlaunchessurroundingitsaward-winningbrowserbasedservicemanagementsoftware,Sostenuto.

Sun rises on Sostenuto’s user-friendly solution

Plum choice

LogMeIn comes to the rescue

IntelRemotePCAssistTechnology(IntelRPAT)isnowonofferfromBomgar (Stand 336)aspartofitsremotesupportsolutionforleadingserviceprovidersandenterprisesworldwide.

IntelRPATisavailableontheIntelvProtechnologyplatform,whichisbuiltintomanynewbusinessPCs.BycombiningRPATwithBomgar’sremotesupportsoftware,ITorganisationscanprovidedeeperlevelsofassistancetobothendusersandtroubledsystems.

Onlinetechnicalsupportserviceleader,PlumChoice,hasbeenusingBomgar’splatformtosecurelyconnecttomultiplecomputersanddevicesforon-demand,remotedesktoptroubleshootingsince2008.TheBomgar/IntelRPATintegrationallowsPlumChoicetoimprovesupportproductivity,usingBomgar’scallescalationfeaturestoflagmoreseveretechnicalissuesthatrequireassistancebelowtheoperatingsystemlevel.

“IntelRemotePCAssistTechnologyexpandsthescopeofsupportserviceproviderscandelivertotheircustomersonaremotebasis,”saidMikeReed,generalmanagerforIntelRPAT.“Bomgar’sunifiedremotesupportsolutionenablesserviceproviders,likePlumChoice,toimproveandenhancetheproductivityoftheirsupportteamstohelpdeliverhigh-valueremoteservicestotheirclientsandaddresseventhemostchallengingproblems.”

SDI�ZoneReturningafteritspopularitylastyear,SDI’sindependentITSMspecialistswillbeon-handforinformalchats.Whetheryouneedtoimprovecommunication,motivateyourteamordiscussmanagementstrategy,you’llfindtheanswersyouneed.TheZonecanbefoundatthefrontoftheshow–besuretopopinforacoffee!

Simulation�ZoneAnewfeaturefor2010,TheSimulationZoneallowsyoutogethands-oninaseriesofsimulationsthattranslatetheurgency,fastpaceandimpactofITdecisions,withoutthestress!WithcompaniesincludingG2G3,InfravisionandNumaraalreadyfeaturedyou’llbeabletolift-offtothemoon,manageacheck-inglitchatabusyairportandsavethedayinapublichealthscare. see�page�11

Get in the zone

enterpriseITmanagement.Learnhowpredictiveproblem

resolution,real-timecollaborativeknowledgemanagement,nextgenerationassetmanagement,intelligentworkflowsandseamlessintegrationcapabilitiescombinetotransformservicedeliveryforthevirtualage.

VisitStand 730foranon-standdemonstrationofthisrevolutionarysolutionandreceiveacomplimentaryglassofbubblyfromtheVMwareShowBartohelpcelebrate.

Firstly,theunveilingofSostenuto3.5placesanemphasisonuser-friendlylandingpagestoprovideaholisticviewofdifferentITILmodules.Secondly,itslatestITILv3configurationfirmlyplaces

Win an iPad – Show Prize sponsored by

www.servicedeskshow.com� 5

INDUSTRY NEWS

NetSupportwillbeunveilingthelatestversionofitsaward-winningremotePCsupportanddesktopmanagementsolution,NetSupportManager,atthisyear’sServiceDesk&ITSupportShow.

NetSupportManagerofferscomprehensivemulti-platformsupportforWindows,Linux,Mac,Solaris,CE,PocketPCandWindowsMobilesystems,providingcompletecompatibilitytomatchtoday’sbusinessenvironment.Newversion11extendsitscapabilitiesinthisareawiththeabilitytocontrolmachines

Axios’ streamlined fulfilment solution assysts with cost-cutting End-to-endlifecyclemanagementofservicesisofferedwiththeassystServiceCatalogue,recentlylaunchedbyAxios–aleadingproviderofITSMsolutions.

ItisdirectlylinkedtotheassystCMDBandITSMsuite,providingclearrelationshipsbetweentheCMDBandbusinessservices.

Inaddition,itcancutcoststothebusinessthroughstandardisationofservices,streamliningoffulfilmentprocessesandreductionofriskthroughgovernanceandcontrols.

NetSupport extends coverage to Mac and Linux

Enforce licences and avoid fines

NetHelpDesk gets in on the ACT!

Withincreasingpressureonrevenuestreams,manysoftwarevendorsareputtingthespotlightonsoftwarecompliance.Thisaffectsmostusers,withanestimated75percentoforganisationsbelievedtobenon-compliant.

Doyouruntheriskofbeingunderlicensedandfacingfines?Areyouoverlicensedandacceptingthatyouarepayingmorethanyoushouldbutavoidingpenalties?Achievinganeffective

IntegrationwithSage,ACT!andQuickbooksisnowofferedwithNetHelpDesk,oneoftheUK’sleadingITIL-basedsupporttools.DesignedforITcompaniesandsupportdepartments,italsoincludesanoverviewdashboard,acustomrequestdesignertool,drag

anddropprocessingofrequests,cannedresponsesandnewhotkeystoallowforfasterrequestprocessing.

FormoreinformationonNetHelpDesk’sproducts,visitStand 810attheServiceDesk&ITSupportShow.

Research results

Reduce waste

Sevendailyon-standseminars,hostedby LANDeskattheshow,willcoverarangeofindustrykeytopicssuchasprocessautomation,softwareassetmanagementandintegration.

Alsoonofferisitsjointresearch,conductedwithSDI,onservicedesktrendsandprioritiesfor2010.Thesurveywasconductedamongmorethan4000ITprofessionalsbetweenSeptemberandNovember2009.

VisitStand 500 formoredetails,andtodemoLANDesk’srecentlylaunchedServiceDesk7.3software.

InApril2010,House on the HillisreleasingSupportDeskFormsallowinginputtemplatesforanyareaofthebusiness.

WithSupportDeskFormsitiseasytoconfigureseveralformsfordifferentbusinessareastocreatenewandspecificrequestseachtailoredfordifferentbusinessrequirements.

Theformcancontaindifferentfields,inputvalidationandQ&Ascriptsaswellasvaryingworkflowandlookandfeel.Itallrunsonthesameunderlyingdatabaseenablingthecreationofamulti-functionalservicemanagementenvironmentsupportingandintegratingwithmanyareasofthebusiness.

Formscanbeembeddedintosharepointorothernetworkareasenablingquickandeasysubmissionofdata,cuttingdownpaperwastedramatically.

FindoutmoreabouthowHouseontheHillcanhelpyourbusinessonStand 316atthisyear’sshow.

AkeydifferentiatoristheassystServiceDesigner–apowerfulandintuitivedesigntoolthatquicklymodelsservicesandofferingsinlinewithindustrybestpractices.

AsitislinkeddirectlytotheCMDB,agraphicalrepresentationthroughtheImpactExplorershowsrelationshipsbetweenservicesandtheunderlyinginfrastructure,offeringafullyintegratedCMDBandServiceCatalogue.

VisitStand 630attheshowforfurtherdetailsandtoseeAxios’productsinaction.

fromaMacorLinuxsystem.Alsobeingshowcasedon

thestandisNetSupportNotify–aspeciallydevelopedsolutionallowinginstantandreliabledeliveryofnotificationsandalertsacrossaLANorWANtoWindows,MacandLinuxdesktops.PlusNetSupportDNA,amarket-leadingITassetmanagementsuitethatfacilitatescentralmanagementofenterprisePCsinasecure,co-ordinatedandefficientmanner.

ToseealivedemonstrationpleasevisitusonStand 824.

licensingpositionisdifficult.butRMSisabletoassist.

WhethertocomplementanexistingservicemanagementsolutionorasanextensiontotheRMSConfigurationManagementSystem,RMSSoftwareLicenceManagementallowsyoutocaptureandenforcelicenceagreementsalongwiththenecessaryprocesses.ItcanalsobeusedinconjunctionwithRMSUltra.

Wanttolearnmore?PleasevisitStands 540 & 840attheshow.

Withsomuchcontentfor2010,anotherroomhashadtobeaddedtoholditall!n Theatre 1, ITIL & Business Process Management,coverseverythingyouneedtobuildanddevelopyourservicedesk–fromimplementingITILinanSMEtomaximisingROIonautomation.n Theatre 2, Technology and People,willlookat–amongstotherthings–gettingbuy-infromtheboard,andnewwaysatrecruiting,managingandempoweringstaff.n Theatre 3, The Solutions Theatre,offersourexhibitorsthechancetogiveyoutheinside-trackontheirlatestproductsandservices–everythingfromSaaStopracticalproblemsolving!

WIththreeseminarrooms,thereissomethingforeveryvisitorinthisunmissablefreeprogramme. see�pages�9-10

Free seminars

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INDUSTRY NEWS

New faces at this year’s show!TheServiceDesk&ITSupportShowisdelightedtowelcome17newexhibitorstotheshowfloor:n Biomnin Cherwell Softwaren ctalkn Goldservn KACEn Licence Dashboardn Logfalconn Practice-ITn Quint Wellington Redwoodn SC Ltdn Service-Nown Specops Softwaren Sysopn Teamstudion The Grey Mattersn U & D Squaren Ultima Business Solutions

We’realsodelightedtowelcomeback:n Axiosn Netviewer

Enterprise-ing access solution

Inthisageoftechnologyandhighlydevelopedprocesses,itisalltooeasytoforgetthatServiceLevelAgreements(SLAs)areagreedbypeople–mutuallyconsentingtoanarrangementthatbenefitsall.InthecontextofITservicemanagementthisisabsolutelycrucial.

Smart-SLAisatrueexpertsystem,claimsSysop.Ithasin-builtknowledgeoftheITILSLAframeworkandlearnsaboutanorganisation’sservices,OLAsandunderpinningcontracts.

ItthenbuildsupapowerfulknowledgebasetogenerateSLAs,andmaintainstheminthelightofcontinuallychangingcircumstances.

Userswillbebetterplacedto

Cherwell Softwarehasannouncedthereleaseofversion3.4ofitsgroundbreakingCherwellservicemanagementsolution.

Thislatestreleaseincreasesto12thenumberofITILv3PinkVERIFYmanagementprocessesdeliveredout-of-the-box,includingServiceCatalogandCMDBvisualisation.

AlsoreleasedisamobileclientfortheiPhoneandiPodTouch,givinguserspowerfulmanagementaccesswhilstonthemove.

Cherwelltrulydeliversenterpriseservicedeskcapabilityatamid-marketprice.DesignedtoprovideITILv3bestpractice

LogfalconispleasedtoannouncethelaunchoftheLogfalconEnterpriseAgentsolutionatthisyear’sServiceDesk&ITSupportShow.

EnterpriseAgentprovideshigh-speedlogfileaccessoverwideareanetworks.ItcomplementstheexistingsuiteofLogfalconsoftware,enablingrapidfaultresolutionandanalysisofdispersedapplicationlogfiles.

Theubiquityofhigh-speednetworksincorporationsenablessupportstaffusingLogfalcontoview,searchandanalysedisparateapplicationlogfilesstraightoverthenetwork,leveragingLogfalcon’s

understandtheeffectofachangetoanSLA,whetherduetoachangeinOLAs,asupplier’ssupportcontractorinternalinfrastructurechange.Betterdecisionscanbemadeaboutserviceprovision,ensuringthatbusinessneedsaremetatoptimalcost.

TheintelligencebuiltintoSmart-SLAslashesoverheadsanderadicatestheneedtoplantextanddocumentlayouts,leavingtimetodeveloptrulymeaningfulrelationshipswithusers,customersandsuppliers.

FindoutmoreaboutSmart-SLAandotherofferingsfromSysopon Stand 624attheServiceDesk&ITSupportShow.

out-of-the-box,itsproductsarequicktoinstalland100percentcustomisable.ItsuniqueCBATplatformempowerscustomerstoeasilycustomiseanddevelopbusinessprocessesanddevelopadditionalintegratedapplications,withouttheneedforspecialistdevelopmentresources.

Developedin.NETandleveragingWeb2.0technology,theCherwellsolutionisavailableviathetraditionalperpetuallicencemodelordeliveredasafullyhostedSaaSsubscriptionoffering.

VisitStand 910toenteraneventdrawtowinafreeiPodTouch.

Smart solution slashes costs

Management access on the movepatentpendingseekingandcachingtechnology.Meanwhile,continuingglobalisingandoffshoringofsupportfunctionsincreasestheneedtosupportapplicationserversfromoverseaslocations.

Logfalcon’sEnterpriseAgentsolutionenablescorporationstodeployagentsphysicallynearapplicationservers,dramaticallyincreasingaccessperformancefromoverseas.Thislightweightsolutionofferssignificantcostandfunctionalitybenefitsovermonolithicindexing-serverlogmanagementsystems.

VisitStand 634forafulldemonstration.

9 out of 10 customers pick SaaS

Specops rediscovers the UK

TheServiceDesk&ITSupportShowisagreatplacetocatchupwiththemoversandshakersintheworldofcloudcomputingandsoftwareasaservice(SaaS).

Award-winningpioneersinthisfield,Vivantio,willbeofferingafreewhitepaperonSaaS,providinginsightintowhy90percentofitscustomersnowchooseaSaaSsubscriptioninsteadofonsite.

Thepaperprovidessomeofthelatestindependentresearchon

Specops Software LtdisthenewUKsubsidiaryofSpecops,yetitsproducts,suchasGpupdate,havelongbeenwidelyusedhere.

Specopsprovidespasswordmanagementsolutionsclaimingthefastestreturnoninvestmentwithintheindustry.SpecopsPasswordResetallowsenduserstoresetand/orunlocktheir

ownActiveDirectoryaccountssecurely.Itgreatlyreducesthenumberofcallsandemailsintoyourhelpdesk,withaverageRoIofonetotwomonths.ItwonBestofTechEd2009intheSecuritycategory.

SpecopsrediscoverstheUK–nowyoucandiscoverthem,byvisitingStand 734attheshow.

ITSM MarvalApre-releaseversionofMSMv12,theground-breakingnewITservicemanagementsoftwareproductfromMarval,willbeondisplayatthisyear’sServiceDesk&ITSupportShow.

“Scepticsofweb-basedsoftwarecanrestassuredthatMSMv12willout-performanyother100percentweb-basedITSMsoftwaresolutiononthemarkettoday”,claimsMarval.

New,innovativeprogrammingapproacheshaveenabledMarvaltodevelopanintelligentsolutionthatissuper-fast,andhastheflexibilitytohandlecomplexprocessesandhighvolumes,combinedwithadvancedfunctionalityandeaseofuse.Inaddition,therearenoActiveXcontrolswithinabrowserwindowandnowaitingaroundforpagestoload.

MSMv12willcontinuetosupportITILv3andISO/IEC20000requirements.Forafulldemonstration,andtofindoutmore,visitStand 410.

howtoevaluateSaaSofferings,alongsideexplanationsofthedifferentvariationsofSaaS,andreturnoninvestmentcalculationsforSaaSandon-sitemodels.

Authoredbyrecognisedindustryexpertsanddrawingonresearchfromanalystsacrosstheindustry,thepaperrevealsrealexamplesofwhereSaaSworksandwhereitdoesn’t.

PickupyourfreecopyfromVivantioonStand 710.

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INDUSTRY NEWS

Manage people, leverage valueEffectivelymanagingpeopleisthekeytoleveragingvaluefromIT,claimsDennis Adams Associates.

TherecentdownturnhasbroughtintosharpfocustheneedtomanageITcostswhilstcontinuouslyimprovingthequalityofserviceandcustomerexperience.

Asamanagementconsultancy,thebestwaytomanageITproductionisthroughbettermetrics;therightoperationaltools;effectiveprocessesandapplyingappropriatestandards.Toachievethis,youneedmotivatedindividualsfunctioningasapowerfulteam.

DennisAdamshasthereforeaddedconsultancyexpertiseintheBirkmanMethodandexecutivecoachingtoitsrangeofskills,tohelpbothindividualsandteams.

Atthisyear’sshow,DennisAdamsispresentingtheseminarManaging the Key IT Production Resource – People;bringinginsightintomotivatingtheindividualandtheteam,anddemonstratingthat‘theeffectivenessofITisnotintechnologyalone,buttechnologyappliedeffectivelybypeople’.

Findoutmoreon Stand 314attheshow.

Foryears,web-basedhelpdesksoftwarehasallowedtechnicianstoworkontheirticketsfromanylocation,inoroutoftheoffice,needingonlyasimplewebbrowserandinternetconnection.Now,withtheadvancementofmobiletechnologiesand3Gcommunications,techniciansnolongerrequireaconventionalcomputereither.

Emailsupportisnowavailableonaplethoraofmobiledevices.ThereforeWebHelpDesk,fromUniPress,hasadvancedtwo-way

Conventional computers take a back seat

emailfunctionalitythatenablestechnicianstoupdatetheirticketsbysimplyreplyingtoanemail.

Inaddition,updatessuchasaddingnotes,changingstatus,reassignmentandaddingtime,areallpossibleviaemail.

ThedevelopmentofApple’siPhoneandiPadallowsWebHelpDesktogoonestepfurther.ItsiPhoneinterfaceallowstechnicianstoworkmuchmorefreelyusingthecompletelytailoredtouch-screeninterface.Viewingandupdatingticketswhilstonthemovehasneverseemedsoeffortless.

ComeandseeWebHelpDesk‘onthemove’onStand 700.

FrontRange’s new SaaS solution turns up the heatSecondly,todemonstrate

thatithastakenonboardcustomerfeedback,andtoshowitscommitmenttocontinuedenhancements,HEAT9.5Service&SupportandHEAT9.5SelfService9.5willlaunchinSpring2010.

Finally,Version9ofFrontRangeDiscoveryhasbeendevelopedtoensurethatorganisationsreapthefullbenefitspromisedbythinclientandvirtualisationtechnologies.

VisitStand 514attheshowtoseetheproductsinaction.

WhenyouregistertoattendtheServiceDesk&ITSupportShow,yourregistrationwillalsogiveyoufreeaccesstoInfosecurity Europe,takingplacerightnextdoorinEC1,EarlsCourt.InfosecurityEuropeisthenumberoneeventdedicatedtoinformationsecurity.Visitorscanenjoythevibrantatmospherewhereover300internationalsolutionprovidersshowcasecurrentandemergingtechnologiesanddeliverpractical,professionalandtechnicalexpertiseenablingthemtosolveyourinformationsecuritybusinesschallenges.

Over12,000visitorsareexpectedtoattendthisyear’seventwithmanytravellingfromoverseastoengageandparticipateinthefreeeducationprogrammewhereinfluentialglobalexpertsstimulatedebate,andindustrypractitionerssharecasestudyexperiencesintheKeynote,BusinessStrategyandTechnicalSeminartheatres.

NEW FOR 2010NewforInfosecurityEurope2010,theDiscussionDenwillbehighlytopical,withastrongfocusonhigh-levelbusinesschallengesandissuesendusersarefacing.Thisisauniqueopportunitytohearaboutvendordevelopments,leadingindustry-expertanalysis,andfromendusersdirectly–allinoneinteractivepaneldebateandQ&Asession.

TheSecurityWorkshopsareaneducationalforumfordiscussionwithpeersandindividuallearningcatalysedbyafacilitatorwithanemphasisoneducationandlearningandofferingattendeeskeytakeawaysfromeachandeverysessionthattheyattend.WorkshopthemesincludeDLPandDataIntegrity;SecurityChallengesforBusiness;OnlineSecurity;andThreatsandMitigation.

Workingsmarterhasneverbeensoimportantandsecuritysocrucialwhenitcomestosafeguardingandgrowingyourbusiness:smartspendingtojustifyandgetvaluefrombudgets;smartoptimisationofyourtechnology,processesandresources;andsmartpeople–education,trainingandawareness.

Another great reason to visit the Service Desk & IT Support Show

AvisittoInfosecurityEuropeon27–29Aprilwillenableyoutomakesmartchoicesinselectingthemostappropriatetechnologiesandservicesavailabletoprotectyourbusinessfromsecuritythreats.

HOW TO GET THEREInfosecurityEuropetakesplaceatEC1,EarlsCourt,London,UKfrom27–29April2010andisamust-attendeventforallprofessionalsinvolvedininformationsecurity.RegisteringinadvancefortheServiceDesk&ITSupportShowoffersyouFREEaccesstothisevent;noneedtore-register.Forfurtherinformationvisitthewebsiteatwww.infosec.co.uk.

2010isaveryexcitingyearforITSMatFrontRange,withthelaunchofanewandimprovedVersion7.0.Inaddition,itsbrandnewsoftwareasaservicebringsusersallthefeaturesandbenefitsofITSMwithouttheinfrastructurerequirements.

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INDUSTRY NEWS

Quick pass to a free lunchFromapassguaranteeschemeandskillsprotectionpromise,topostcoursesupportandafreelunch,Purple Griffon’sITILtrainingschemeoffersmanybenefits,atvenuesacrosstheUK.VisitStand 424attheshowtolearnmore,andtobeinwithachancetowinaplaceonathree-dayITILtrainingcourse.

Autotask’s bold promiseAll-in-oneweb-basedsoftwarefromAutotaskoffersanimprovedsolutionforselling,implementing,servicingandbillingoutsourceITservices.Fromjust£25permonth,thesoftwareaimstohelpVARs,MSPsandITserviceprovidersofallsizestoruntheirbusinessesbetter,promisinggreaterefficiencyandmoreprofit.SeeStand 428.

30 day free trialAfree30daytrialofGoToAssistCorporateisonoffertoallvisitorstoCitrix’sstand(640).Thecomprehensiveandsecureremote-supportsolutionhelpsbusinessestoincreaserevenueandreducecosts,whileimprovingcustomersatisfactionandproblemresolutiontimes.

Practice makes perfectWanttowinsometraining?Notintheclassroombutonthetrack!VisitPractice-ITonStand 930foryourchancetowintheultimatedrivingexperiencearoundaracetrack.Theluckywinnerwillgettodriveahighperformancecararoundatrackwiththeexpertguidanceofaninstructor.Justlikeourlearningsolutionsyouwilllearnbydoing.

Johnny Ball reveals allWhenyouthinkofJohnnyBall,thinkNumara Software!FollowingthesuccessoftheNumaraSoftwareThink!Podcasts,inwhichJohnnyexploresservicemanagementinalightandentertainingway,thepopularBritishTVpersonalitywillbeonNumaraSoftware’sstand,520,signingautographs.

Viva Las VegasWinanall-inclusivetriptothePink ElephantAnnualInternationalITSMConference2011inLasVegas,includingVirginAtlanticflightsdirecttoLasVegas,afournightstayintheworld-classBellagiohotelandadelegatepasstotheevent.VisitPinkElephantonStand 600formoredetails.

SinceitslaunchintheUKtwoyearsago,ChangeGearhasbeenadoptedbymanyorganisations.Itsrapidimplementationandsimplifiedcustomisationavoidtheneedforexpensiveconsultancyeverytimeachangeormodificationisrequired.

WiththeexclusivelaunchofChangeGearExpress,Vitilitycannowofferanout-of-the-boxchangemanagementsolution.ThisenablesorganisationstofullyautomatetheITchangeprocessinlessthanthreedaysandforunder£5000.

Double dose from IBM with Quadratek

Free user licence

Desktop pop-up

Express route to cutting expense

TheHot Topic Roundtable Zoneisyourchancetogetinspirationonahostofkeyissues.Withexpertfacilitators,subjectsincludeimplementingtheservicecatalogue,makingself-servicework,customersatisfactionmetricsandbenchmarking,motivatingstaffintroubledtimes,andhowtopromotetheservicedesk. see�page�11

Topical talks

ChangeGearExpressrepresentstheentrylevelsolutionintoafullyintegratedITSMsuiteChangeGearEnterprise.Alongwithchangemanagement,thissuitealsoincludesincident,problem,releaseandCMDBfunctionality,aswellasbuilt-ineasilycustomisableworkflowsandanotificationrulesengine.

TofindouthowVitilitycansimplifytheITILframeworkforyourorganisation,visitStand 728.Plus,beinwithachancetowinavideocamcorder.

NEWS IN BRIEF

Troubleshooting tools save time ThenewsuiteofnextgenerationITsystemsmanagementproductsfromKaseyaisdesignedtomeettherequirementsofvirtuallyanyonewhoneedstomanageITsystems,fromindividualstolargecorporationsandITserviceproviders.

Withsoftwareasaservice(SaaS)andon-premiseoptions,Kaseya2offersthefollowingbenefits:ITToolkit–aneasytousesetoftoolsforinstantremoteaccessandtroubleshooting;ITWorkbench–forfastandefficientremoteaccess,supportandremediation;MasterITServiceEdition–robustframeworkfor

deliveringfullymanagedservices;andEnterpriseEdition–corporateITsystemsmanagementthroughintegratedautomation.

Kaseya2alsomarksthedebutofanew,configurable,policy-drivenservicedesk,allowingITIL-basedimplementations,flowofincidents,problemsandchanges,tohelpfacilitatetrueautomationwithintheintegratedplatform.

Acrossthetwodaysofthisyear’sServiceDesk&ITSupportShow,Kaseyawillberunningproductdemonstrationsandpresentationsatitson-standtheatreandofferingallvisitorstoStand 430thechancetowinaniPad.

Tworecently-launchedIBMproductsarebeingdemonstratedbyQuadratekatthisyear’sServiceDesk&ITSupportShow.

IBM’sTivoliFoundationsServiceManagerApplianceisanITILcompliant,rapidlydeployedservicedesksolution,designedandpricedspecificallyfororganisationswithupto20helpdeskagents.Rapiddeploymentmeansquickertime-to-valueandlowercostofimplementation.Withabroadrangeoffeatures,itallowsasinglepointofcontactforautomatingservicerequests,andincidentandproblemmanagement.

IBM’sTivoliFoundationsApplicationManagerApplianceclaimscomprehensivemonitoring,alertingandreportingontheperformanceandavailabilityofserveroperatingsystems,databases,andemailapplications.Manageabilityofresourcesandautomationareensured,relievingtheburdenofmanuallymonitoringtheITenvironment.

BothapplianceswerelaunchedinOctober2009,andhavebeendesignedforhighavailabilityandlowmaintenance.Quadratekcanremovealladministrationoverheadsbyofferingtheappliancesasamanagedservice,freeinguptechnicalresourcetosupportendusersorcustomers.

Visit Stands 828 & 842tolearnmoreaboutbothsolutions.

Afreetwo-userlicenceisonofferfromTechExcelforitsaward-winningsuiteofITSMandCRMtools–ServiceWiseandCustomerWise–tosmallhelpdesksandservicedesks.

Thenewprogramofferssupportteamsanexcellent,noriskopportunitytoexperiencehowthecompany’sfully-integratedsetofenterprise-classtoolscanhelpthemmoreeffectivelymanageallphasesoftheirsupportoperation.

“Meetingthedemandforexcellentcustomerservicehasneverbeenmorechallenging.Wearenowenablingsmallteamstouseenterprisetoolstohelporganisationsimprovetheircustomers’experience”saidTierenZhou,PhD,CEOandChiefSoftwareArchitectatTechExcel.Hecontinued,“Thisnewprogramallowsorganisationswithteamsofuptotwouserstoseethebenefitsofusingenterprisesystemsandexperiencethebenefitsfirsthand,anditeliminatesthecostaspectwhichisoftenthebiggesthurdleforsmallteamsusingenterprisesystems.”

Managersinterestedintheprogramshouldvisit Stand 324.

Thisyears’showseesthelaunchofSitehelpdesk.com’snewfeatureonStand 542.CTImonitorprovidesadesktoppopupofincomingcallersvialookupsanddirectlinkstothesitewebdeskservicedesk.Thisspeedsuptheprocessofidentifyingyourcustomercontactsforeitherloggingnewcallsorrespondingtoexistingrequests.

CTImonitorisflexible,connectstoyourPBXsystemorotherTAPIenabledtelephoneandrunsfromyourdesktopwithlivelinkstotheweb-basedservicedesk.Itprovidesconnectivityandenhancedtelephonesupportevenfromremoteworkersovertheinternet.

Sponsored by

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SEMINARS

Tuesday 27 April

10.30 – 11.10 ITIL: State of the Nation – The Reality of ITIL AdoptionPatrick Bolger, CMO, Hornbill SystemsITILv3hasbeenwithusforalmosttwoyears,yetthereisverylittleinformationavailableaboutitsuptake.Usingresearchfromover500organisations,thissessionlooksatwhymanyITorganisationsadoptonlyafewITILprocesses.

11.30 – 12.10 Successful Service, Asset and Configuration ManagementJohn Maclean, Global Product Manager, VMwareUsingITILassetmanagementbestpractice,JohnMacleanofVMwarewilldemonstratehoworganisationscanoptimiseITexpenditure,avoidingbothover-utilisationandunder-utilisation,andautomateprocurement,allocationandretirementrequestsofhardwareandsoftwareassets.

12.30 – 13.10 The Essential Steps for Setting up a New Service CentreOwen Powell, IT Director, Arts CouncilFormanyorganisations,bothintheprivateandpublicsectors,bringingdisparateservicedesksundertheumbrellaofasinglesharedserviceisnowontheagenda.Focusingonthesixessentialstepsofplanning,recruitment,knowledge,processes,softwareandcommunication,hearhowtheoveralloutcomeofasuccessfulcentralisationcanultimatelyboosttheprofileofITwithinyourorganisation.

13.30 – 14.10 Sin – The Route to SuccessBarry Corless, Director, Akamas Consulting / Chairman itSMF UKPeoplearethekeytosuccessineveryserviceimprovementinitiativebarnone.Andunderstandingwhatdrivesthesepeopleisakeyskillforeverywould-beservicemanager,butITILtellsuslittleornothingaboutthis.Thispresentationwillchallengeyoutothinkdifferentlyaboutthewayyouengageyourpeopleinchangeprograms.

14.30 – 15.10 Fighting IT Complexity and Sharing Understanding with Visualisation and Infographics

Henry Strouts, Business Development Manager, G2G3Fascinatinginsightsandreal-lifeexamplesintothegrowingroleofvisualisationandinfographicsinITandservicemanagement.Specialattentionwillbegiventotheimportanceofvisuallanguage,thecommunicativebenefitsofinfographics,andhowholisticunderstandingdrawspeopleintothedramaoftheirbusiness.

15.30 – 16.10 Unauthorised Change – Process Automation on the Route to Change Discovery

David Crane, Head of New Business Support, ICCMManyorganisationsfacethechallengeofunauthorisedchangeacrosstheirarchitecture.LearnhowtointroducechangediscoveryacrossyourarchitectureandhowtoleveragethistoalerttheITorganisationtothesechangesandtakeappropriateorcorrectiveaction.

ITIL and Business Process Management SEMINAR THEATRE 1

10.15 – 10.55 Implementing Best Practice whilst Improving Team MoraleKaren Tay, Service Desk Manager, Big Lottery FundHavinginheritedalegacysolution,Karenfeltitwasamatterofurgencytoimplementbestpracticeprocesschangesacrossthebusinesstoincreaseproductivityandteammorale.Butwhereshouldshestart?Howshouldsheplantheimplementationwhilecontinuingtoofferaserviceandmaintaintheteam’smorale?

11.15 – 11.55 Alchemy for 21st Century Support – Transforming Knowledge into Cash

Steve Brand, Managing Director, SGSAKnowledgemanagementoftenfailstodeliverthepromisedreturnoninvestmentbecauseteamsfocusonthetoolratherthanthepeopleandculture.Thissessionwillprovidesimpleandpracticaltechniquesforservicedeskemployeestoadoptthatwillleadtoatransformationoftheservicedesk.

12.15 – 12.55 The Art of Positive Thinking – Conceive, Believe and Achieve!Jennifer Macniven, Service Management ExpertDoyoueverdreamofachievinggreatsuccess,inbothyourworkandyourlife?Wouldyoulovetohaveanexceptionalperformingteamwithoutstandingcommitment?Howaboutyouandyourteamraisingthebarandsettingyourselvesapartfromthecrowd,whilstatthesametimelovingwhatyoudo?

13.15 – 13.55 Your Macs Deserve Quality Support too!Manuel Miseré, Managing Director, Mediasyst – A division of the SERVICEPLAN GroupThisisamust-attendsessionforanyITservicedirectorormanagertaskedwithsupportingamulti-platformenterpriseenvironment.LearnhowMediasysthasunifiedITassetmanagement,successfullypreventedtheirMacinventoryfrom‘hidingundertheradar’andensuredthatMacusershavenothadtofendforthemselves!

14.15 – 14.55 Managing the Key IT Production Resource – PeopleColin Shewry, Principal Consultant, Dennis Adams AssociatesITproductionmanagersareveryfamiliarwiththetoolsandmethodologies(ITIL,MOPS,etc.)usedtomanagesystems.However,theymaybelessfamiliarwithtoolsformanagingtheirkeyresources–people.Uncoverthebenefitsofpersonalityprofilingtounderstandyourleadershipstyle,whatmotivatesyourpeople,andhowtogetthebestoutofthem.

15.15 – 15.55 Engaging the BoardMichelle Major-Goldsmith, Head of Training, and David Stephens, Head of Professional Services, SysopOncecastadriftfrombusinesscivilisation,ITisnowallaboutengagementwiththebusinessandgettingbuy-infromtheboard.MichelleandDavidwillexplorethekeyrequirementofmappingITstrategytobusinessstrategy,demonstratingaclearlinktoITservicesandhowtheyunderpintheachievementofbusinessgoals.

Technology and People SEMINAR THEATRE 2

10.45 – 11.15 SaaS vs On-site? How Do You Decide?Russell Wiltshire, Director, VivantioAnincisiveandpenetratinglookintothegrowingimpactofcloudcomputingandsoftwareasaservice(SaaS)intheservicedeskmarket.Withindependentresearchfromrespectedanalystsandevidencecollectedoverthelastsixyears,attendeeswilllearnhowbesttoevaluateon-siteandSaaSservicedeskofferings.

11.45 – 12.15 The Value of Dashboards in a Service Management SettingHarvey Gross, Vice President, Product Development, Datawatch CorporationInthispresentation,thevalueofreal-time,graphicaldatadisplaywillbedemonstrated.SeehowavisuallyintuitiverepresentationofallKPIscanbeconfigured,displayedanddrilled-downtokeydataelements.

12.45 – 13.15 Be the First to Know it’s Broken; it’s all about Event Management!

Ian Aitchison, Technical Director, LANDeskOftenmissedininitialservicedeskimplementations,eventmanagementwithintheservicedeskcansignificantlyenhanceyourunderstandingoftheoperationalstatusofyourinfrastructure.Inadditiontoassistingcommunicationwithcustomers,youcanbenefitfrompowerfulandusefulKPIs.

13.45 – 14.15 I Can See Clearly Now: the Secret to CMDB SuccessJohn Murnane, VMwareAsdatacentrescontinuetobecomemoredynamicandcomplex,theinter-relationshipsbetweenapplications,servers,networksandstoragedevicesspanningphysical,virtualandcloud-basedinfrastructureshavebecomealmostimpossibletomonitor.EnrichyourCMDBusingdiscoveryanddependencymapping.

14.45 – 15.15 Service Catalogue – Beyond the Hype, Can it Really Help my Business?

Angus Gregory, CEO, BiomniSincethereleaseofITILv3,thetopicofServiceCataloguehasbeenhotlydebated,withmanydifferinginterpretationsandvendorofferingsaddingtotheconfusion.AnguswillpresentaprovenapproachtodeploymentandintegrationoftheServiceCatalogue.LearnhowyoucanmaximiseyourinvestmentinanexistingITSMsolutionandstillreaptherewardsofaneffectiveServiceCatalogue.

15.45 – 16.15 Practical Problem SolvingDr Don Page, CEO, MarvalProblemsolvingisaskillthatweneedtodevelop.Butit’sacombinationofgoodcommunication,techniqueandapproach.Donwillprovideapracticalstep-by-stepapproachtoeffectiveproblemsolving–TheProblemSolvingRoadmap.Itsfocuswillbeonhandlingmajorincidentsandteamcommunication.

Solutions Theatre SEMINAR THEATRE 3

Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis

Programme subject to change. Please refer to www.servicedeskshow.com for any updates

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INDUSTRY NEWSSEMINARS

10 Programme subject to change. Please refer to www.servicedeskshow.com for any updates

Wednesday 28 April Book your place at Seminar Registration on the day. Places are allocated on a first come, first served basis

10.30 – 11.10 Continual Service Improvement – the Seven Steps to Heaven

David Jones, Head of Service Delivery EMEA, Pink ElephantWithinthescopeofContinualServiceImprovement(CSI),DaveJoneswilltakeanirreverentlookatthesubjectofperformancemetrics,increasingdelegates’awarenessoftheneedtomeasuretherightthingsattherighttimeandattherightpoint.

11.30 – 12.10 Implementing ITIL for SMEsGirish Mathrubootham, Vice President, Networks UnlimitedOftenregardedasasolutionforlargeorganisations,ITILisincreasinglybeingseenasanimportantenablerforsmallandmediumsizebusinesseslookingtoimprovetheirITprocesses;therearenowmoreopportunitiesandaffordablesolutionstohelpSMEstogetontheladder.

12.30 – 13.10 Get the Benefit of Business Process ManagementRichard Hill, Director of Technology Strategy, Arts Alliance MediaAnoverviewofhowAAMisusingaBusinessProcessManagement(BPM)drivenITSMtooltoaddressthechallengesofmulti-nationsupport.HearhowBPMreducestheorganisation’stotalcostofownershipandenablesunprecedentedeaseofintegrationwithinternalbusinesssystems.

13.30 – 14.10 Transforming a Fragmented Break/Fix CultureAurelien Sin, Global Services Manager, DanoneBringingtogether17servicedeskswithinasingleorganisationwouldbechallengeenoughformanyservicedeskdirectors.ButDanonehadtogoonebetterastheirservicedesksresidedin17differentcountries!ThetransformationofmultipledeskstoacommonlanguageforIT.

14.30 – 15.10 Using BPR, ITIL & IT Automation to Create a Scalable, Repeatable and Predictable IT Model

Zafar Chaudry, CIO, Liverpool Women’s & Alder Hey Children’s NHS Foundation TrustsDrZafarChaudry,CIOforLiverpoolWomen’s&AlderHeyChildren’shospital,willdescribethejourneytheorganisationundertooktodeliveraneffectiveandefficientservicedeskprovisionusingBPR,ITILandITautomationtohelpuncoverthefinancialandmanagementimplicationsoftheirITStrategy;usingthistocreateascalable,repeatableandpredictableITmodelthatisalignedtotheirbusinessstrategy.

15.30 – 16.10 What does Microsoft Know about Operations?Duncan Anderson, Service Management Consultant, Global KnowledgeAbriefingonversion4.0oftheMicrosoftOperationsFramework(MOF).Nowamatureoffering,findoutwhatthelatestversionofferstothoseworkingontheservicedeskandinsupport.

ITIL and Business Process Management SEMINAR THEATRE 1

10.15 – 10.55 Are Great Leaders Born or Made?Jennifer Macniven, Service Management ExpertWhatmakesagreatleadervsagreatmanager?Isitsomethingwithinyouthatcomesnaturally?Orcanyoudeveloptheseskills?

11.15 – 11.55 Power to the PeoplePaul Gibbons, Technology Support Manager, BBC MonitoringFollowinganaudit,BBCMonitoringembarkedontheimplementationofITILalongsideatechnicalrefreshandrestructureoftheservicedesk.Reflectingonthisradicaloverhaul,PaulGibbonswilldiscusshowthe‘humantouch’ethosdeliveredtangibleresults,improvedIT’sreputationwithintheBBC,andincreasedcustomersatisfaction.

12.15 – 12.55 Next Generation Remote SupportMike Reed, General Manager, IntelCatastrophicissuessuchasharddrivefailure,OperatingSystemissuesorviruscorruptionhavehistoricallyrequiredon-sitesupport.Now,however,therehasemergedanextgenerationsolutiontoenableremotediagnosisandresolutionofsuchissues.

13.15 – 13.55 Staleness in Service Desk Staff – How to Spot it and Avoid it

John Fahey, Training Consultant, STIWorkingonaservicedeskcanbeademandingandstressfuljob.Itisnowonderthatthiscanbecomedrainingandeventuallyimpactnegativelyonattitude.Identifystrategiesforpreventionratherthancure!

14.15 – 14.55 Service Desk Recruitment – Let’s Get it RightKen Goff, Principal Lecturer, SDIOpinionsaredividedwhenitcomestorecruitingfortheservicedeskrole.DowegoforschoolleaversinterestedingettingintoITandusethedeskasadevelopmentareaforfuturemovementintotechnicalroles?Orshouldwebelookingfor‘lifelong-deskies’?

15.15 – 15.55 Applications in the Cloud: Weighing the OptionsDavid D’Agostino, Sr. Solution Consultant and Architect, Service-now.comGainaclearinsightintothedifferencesinCloudandSaaSdeliverymodel.ThroughexaminationofthetrendinusingOpenSourceforcommercialsoftware,you’llhavetheabilitytocalculatethepotentialopportunitytoapplyaCloudorSaaSstrategyinyourorganisation.

Technology and People SEMINAR THEATRE 2

10.45 – 11.15 IT Service and Lifecycle Management in Mixed PC/Mac Environment

Manuel Miseré, Managing Director, Mediasyst, A division of the SERVICEPLAN Group‘PCisbest’saythebusinessadministrators!‘Appleisbest’saytheplannersanddesigners!ButhoweasyisittoensurethattherangeofITservicesyouprovideiseffectivelydistributedandmaintainedacrosssuchamixedinfrastructure?

11.45 – 12.15 Do you Measure Up?Tony Corner, Senior Consultant Trainer, FGIWhat’sthemeasureofyoursuccess?Measuringthepercentageofissuesfixedfirsttime?Ormeasuringthepercentageofissuescategorisedas‘firsttimefixed’fixedfirsttime?Whilstyoucan’tmanagewhatyoucan’tmeasure,itisvitallyimportantthatyoudefineKPIsthatarebothrealisticandachievable.

12.45 – 13.15 Breakthrough Self-Service – Building the Business Case and Cracking the Code

Simon Yelsky, Vice President, Product Management, RightAnswers, IncThepressureisgrowingonITsupportorganisationstoincreaseproductivitywhileremainingcostefficient.Theneedtodomorewithlessmakesselfservicethroughknowledge-basedtoolsthelogicalsolutionforescalatinghelpdeskagentsupportcapacityandimprovingusersatisfactionwhiledrivingdownoperationalcosts.

13.45 – 14.15 Education, Education, EducationSteve Lawless, Trainer and Consultant, Purple GriffonStevewillpresentatimelylookatcurrentandfuturemethodsoftraining,exploringtheimportanceofcontinuingeducationandalternativesforthoseworkingintheareaofservicedeskandITsupport.

14.45 – 15.15 Secure Desktop Support – Are you at Risk?Craig Weinstock, VP of Enterprise & Alliances Marketing, BomgarRemoteaccessandsupporttechnologiesrepresentthemostcommonandsignificantriskforbreachesandmisuseofdata.Understandthekeyrisksremoteaccessandsupporttoolscanrepresent,andidentifybestpracticestoassurethesecurityofyoursupportoperationsandautomatecompliance.

15.45 – 16.15 Using the ITIL Continual Service Improvement Approach to Drive Down Costs

John Ryman, Business Development Manager, Staff&Line & Brian Broadhurst, ITSM Consultant, Team UltraInordertocontrolcostsorincreasethevalueofITservicesyouneedtoknowwhatyouaredelivering,towhatlevel,andatwhatcost.Thiswillenableyoutoidentifyareasforimprovementandallowyoutomeasurethebenefitsthatanyinitiativesbring.ITILknowledgemanagementisvital.ThissessionwilloutlinetheITILseven-stepimprovementprocessandhowtoapplytheinformationtomakeimprovements.ItwillalsodiscusshowITmanagementsolutionssuchasEasyVistacanhelpinthisprocesstodrivedowncosts.

Solutions Theatre SEMINAR THEATRE 3

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KEYNOTES, PANEL DISCUSSIONS AND WORKSHOPS Keynote Theatre

Hot Topic ZoneHOT TOPIC ROUNDTABLES

12.15 – 13.30 PANEL DISCUSSION: 10 Killer Metrics – What are they and why? Chaired by Howard Kendall, Founder, SDI Ifcontinuousimprovementistheobjectiveofallservicedesks,acomprehensiveprogramofeffectivemeasurementmustbeintroduced.Butwhatarethekeymeasurables?Dotheyfitallcases?

14.15 – 15.45 EXECUTIVE WORKSHOP: Onwards and Upwards – the Power of Emotional Intelligence and Business SavvyJo Johns, Service Trainer & Consultant, Marval Howdoyouhelpyourteam,yourorganisation,tocopeduringthesetoughestoftimes?Whatdoyouknowoftheirattitudes,theiremotionsandtheirlevelsofdetermination?Howdoyouallremainpositive?Beundernoillusion–asa‘boss’thisisyourresponsibility.

15.45 – 17.00 EXECUTIVE WORKSHOP: Creating SLAs that really work!Barclay Rae, Head of Axios Global Services, Axios Systems WhyaremostSLAscreatedbyITdepartmentsnotworththepapertheyareprintedon?IntoomanycasestheyaremeaninglesstocustomersandITstaffalike,andsubsequentlyneitherreadnorused.JoinBarclayRaeinthisinteractiveworkshopwhereyou’llreceiveguidanceonhowtoavoidthecommonproblems,anddevelopaformulatoproduceSLAsthatreallywork!

10.45 – 11.45 KEYNOTE: The Power of Problem ManagementKen Goff, Principal Lecturer, KGM Thishighlymotivationalkeynoteexploresthedynamicsofproblemmanagementandwhyitshouldbeanessentialcomponentofthecorporateculture.

08.30 – 09.45 BREAKFAST BRIEFING: Mind the Gap – Does your Service Desk Deliver what the Business Really Needs?White Paper presentation and panel debate – sponsored by & WithgrowingemphasisonaligningITserviceswiththebusiness,thisWhitePaperdelvesintobusinessculturetouncoverthescaleofthegapthatexistsbetweentheservicesdeliveredbytheservicedeskandthosethebusinessreallyneeds.

12.15 – 13.30 PANEL DISCUSSION: The Five Holy Grails – How to get within Touching DistanceChaired by Howard Kendall, Founder, SDI ThislivelyandentertainingpaneldiscussionwilllookatsomeofthemorechallengingareasofITservicemanagement–theHolyGrailsthataresoenticingyetsodifficulttoreach.

14.15 – 15.45 EXECUTIVE WORKSHOP: Defining the Service CatalogueBarclay Rae, Head of Axios Global Services, Axios Systems BarclayRaewillleadthisvaluableandinteractiveworkshop,takingagenericviewofthepracticalstepstoensuringvalueandqualityintheoptimumuseofITILprocessesashehelpsdelegatestobegintheirservicecatalogueproject.

10.45 – 11.45 KEYNOTE: Work Smarter not Harder! Practical Solutions for the IT Service DeskStephen Mann, Principle Consultant, OVUM Butler Group Stepbackfromtherigoursofday-to-dayoperationstodiscusstheimprovementopportunitiesavailablethatincludedrivingcostefficienciesthroughautomationandselfservice,reassessingtheapplicabilityandcostofexistingITSM-enablingtoolsinlightofsoftwareasaservicedelivery,andensuringmetricsarefittodriveserviceimprovement.

08.30 – 09.45 BREAKFAST BRIEFING: Making the RITE Decisions – Every Time Vance Brown, President & CEO, Cherwell Software – sponsored by TheroleofITisincreasinglytodelivermanagementinformationthatis‘RITE’–relevant,integrated,timelyandefficient.ButexactlywhatinformationdoesthebusinessneedfromtheITservicedepartmenttohelpimproveitsperformance?

TUESDAY 27 APRIL WEDNESDAY 28 APRIL

27 A

PRIL

28 A

PRIL

Programme subject to change. Please refer to www.servicedeskshow.com for any updates

G2G3 InfraVision Numara Software

10.00 Phoenix–afullrecoveryofmissioncriticalbusinessservices AirportSimulation InteractiveQuiz

11.45 PolestarHealth–dramaticsimulationforthehealthsector AirportSimulation InteractiveQuiz

13.30 PolestarRetailITSM–thefastpaceofglobalonlineretail AirportSimulation InteractiveQuiz

15.15 PolestarPM–recreatingcriticalprojectmanagementissues AirportSimulation InteractiveQuiz

G2G3 InfraVision Numara Software

10.30 PolestarHealth–dramaticsimulationforhealthsector AirportSimulation InteractiveQuiz

11.45 PolestarRetailITSM–thefastpaceofglobalonlineretail AirportSimulation InteractiveQuiz

13.45 Phoenix–afullrecoveryofmissioncriticalbusinessservices AirportSimulation InteractiveQuiz

15.00 PolestarNPO–thebusinessbenefitsofadoptingITIL AirportSimulation InteractiveQuiz

27 A

PRIL

28 A

PRIL

Hot Topic 1 Hot Topic 2 Hot Topic 3

10.30 Understandingandimplementingtheservicecatalogue Motivatingstaffinchallengingtimes Grapplingwithchangemanagement

11.45 GettingbusinessandITbuy-infortheservicecatalogue Makingselfservicework Practicalproblemsolving

13.45 ITILforSMEs Servicetrainingandqualifications Keystepsinchangingaservicedesksystem

15.00 Structuringanddesigningitservices Promotingtheservicedesk Benchmarkingtheservicedesk

Hot Topic 1 Hot Topic 2 Hot Topic 3

10.30 GettingbusinessandITbuy-infortheservicecatalogue Whatgoodmanagersknow Theproblemofproblemmanagement

11.45 StructuringanddesigningITservices Howtoimprovefirstcontactresolution Implementingbusinessprocessmanagement

13.45 Understandingandimplementingtheservicecatalogue ITILforSMEs Whatarethemetricsthatmatter?

15.00 Getyourheadaroundeventmanagement HowmatureistheITserviceindustry? Automateddeploymentanddesktopmanagement

Book your place at the Breakfast Briefings in advance by visiting www.servicedeskshow.com/briefings. Tickets for all other sessions are available at Seminar Registration on the day. Places are allocated on a first come, first served basis.

On arrival, just go to the Hot Topic Zone and sign-up to the sessions of your choice.

To sign up, visit Stand 320 for G2G3 sessions, Stand 620 for InfraVision sessions and Stand 520 for Numara Software sessions.

SIMULATION ZONE

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Area

Café

& Bar

Sandwich

Bar

ShowBar

Seating Area

To VIPLounge

SeminarRegistration

842

934 936

938

926

920

910816817

818819

814

826824720

710

624

620

610

520

514

510410

310

214

210

300

206

200

500

706

700

600

708 800

804

316

430

INFOSECURITY

SeminarTheatre 1

SimulationZone

The SDIZone

SeminarTheatre 2 Keynote

Theatre

SeminarTheatre 3

Toile

ts

Toile

ts

ENTRANCE

424324

328320

326

420 428 820728

626

928

828

810

930

736635

634

636

332

338

426

314

216

217

218

204

202

106

104

102

101

100

EXHIBITOR LISTAutotaskCorporation 428AxiosSystems 630BCS-TheCharteredInstituteforIT 526Biomni 206Bomgar 336BMC 620CherwellSoftware 910CitrixOnline 640ClockworkIT 210CordawareGmbH 928CRMworks 910Ctalk 216DatawatchInternational 330DennisAdamsAssociates 314FastPassCorp 540 & 840FGI 524FrontRangeSolutions 514G2G3 320GlobalKnowledge 334GlobalTechnologySolutions 934GoldservSoftware 736HornbillSystems 300HouseontheHillSoftware 316HP 800IBM 204, 828 & 842ICCM 610IncitTechnology 106InfraVision 620ITGovernance 936itSMF 740KACE 626Kaseya 430LANDesk 500LicenceDashboard 326LivetimeSoftware 720Logfalcon 634LogMeIn 920MACSEU 204MarvalSoftware 410MicrolinkPC 635

Monitor24-7 804NetHelpDesk 810NetIQ 530NetSupport 824Netviewer 636NetworksUnlimited 938NumaraSoftware 520OVUM 102PinkElephant 600Practice-IT 930PurpleGriffon 424QuadratekConsulting 828 & 842QuintWellingtonRedwood 101RichmondSystems 814RightAnswers 328RMSServices 540 & 840ServiceDeskInstitute SDI ZoneService-Now 420SGSA 332sitehelpdesk.com 542SpecopsSoftware 734Staff&LineUK 820STI 426SunriseSoftware 200Symantec 326Sysop 624Teamstudio 338TechExcel 324TheGreyMatters 104Tools4Ever 510TOPdesk 310U&DSquareSolutions 202UltimaBusinessSolutions 530UniPressSoftware 700Vitility 728Vivantio 710VMware 730WMPromus 800Worldbackups.net 528XuiS 816

The Licence Dashboard™ family is a powerful range of products which puts you in control of your software assets. With advanced data cleansing and simple integration, Licence Dashboard can clean the discovered data from all of the leading tools – Symantec/Altiris, Microsoft SMS & SCCM, Track-It, LANDesk, Centennial, HP Radia to name but a few. The Dashboard family gives you the power to manage the entire lifecycle of your organisation’s software assets.

For further information, contact Licence Dashboard on:

t: 0845 265 1217e: info@licencedashboard.co.ukw: www.licencedashboard.co.uk

© Copyright 2010 Licence Dashboard Ltd. All Rights Reserved. Licence Dashboard and the Licence Dashboard logo(s) are trademarks of Licence Dashboard Ltd in the UK and other countries. All other trademarks and brands are the property of the respective owners.

“Licence Dashboard™ off ers a true one-stop-shop for licence management and reporting with no equals when it comes to its third party data feed capability.“FAST IiS Independent Licence Management Solution Review

INCLUDES UNIQUE

‘DATA CLEANSE’ FEATURE

SOFTWARE ASSET MANAGEMENT

THE WAY FORWARD