Shine17 took place on 26 October 2017,

but if you didn’t register you haven’t missed your chance!

On 26 October we heard inspiring ITSM speakers present live from around the world.

Attendees were able to join as many sessions as they wanted, without travelling anywhere or spending any money. If you didn’t register, you can still do so below to get access to the recordings to watch at your convenience.

For a reminder of the speakers and their topics, take a look at the original event agenda you’ll find below the form.

Happy viewing!


Shine17: Access the videos

Shine17 Live Event Agenda

Times given are in British Summer Time (BST)
6am –   Karen Ferris
Bringing AGILity to Service Management – Rapid Results, Right Results
The presentation takes the audience on a journey of process improvement (in pictures) where the ‘waterfall’ approach to implementing improvements from a CSI register is utilised. The outcomes are not what were expected! An alternative approach is presented where we borrow from the world of software development and apply an ‘agile’ approach to process improvement and explore the resultant benefits.
7am –   Kiran Pabbathi
Best Practices for ITSM tool configuration

Today we have a legion of multifarious ITSM tools. The ulterior motive of an ITSM tool is to record and process the information on IT operational activities, publish the information to all the relevant stakeholders, and enable the management to make effective decisions with respect to IT services and its assets.

A company might purchase the world’s best ITSM tool considering divergent factors (like business requirements, user friendliness, ease of customization, ability to integrate with other IT systems, ability to sync with latest technologies, and compliance with the ITSM best practice frameworks and ISO standards), but if the tools team is not up to the mark in customising, configuring and implementing the ITSM tool then all the efforts go for a rout.

Hence my talk and presentation is to explicate and elucidate the most decisive things which would break or make the effectiveness of ITSM tools functionality.

8am –  Mark Smalley
How to ‘sell’ the value of ITSM to business executives
ITSM practitioners often struggle to articulate the value of their work in terms that the business understands, making it difficult to find executive support and funding for improvement initiatives. Mark will share a way of translating ITSM efforts into IT services with better utility, warranty and speed of delivery, and lower costs, translating them in turn into business goals such as mores sales, higher prices, lower business costs and risks. This will not only show you how to identify the business value of your efforts, but provide you with a way of articulating the value in ‘MBA-speak’. Mark will also provide the broader context by sharing his thoughts on the ITSM industry, based on observations at more than twenty conferences at which he’s spoken since the previous Shine conference.
9am –   Pasi Nikkanen
Make employee experience the most meaningful service desk metric
This showcase of three customer case studies explains how to leverage employee experience and the benefits of doing so. How to change the internal discussion from ‘service desk performance’ to ‘service performance’. The value of creating contracts based on employee experience, not just SLAs. Third topic is how employee experience is used as the main input for DevOps cycles. So, if your SLAs are ‘green’ but employees are complaining, this is where to start.
10am – Suresh GP
Can ITSM deliver business value without BRM?   
We have made deep strides in adopting best practice process and frameworks to deliver customer engagements. Looking at the future ahead, can we confidently assure ITSM is consistently delivering business value?  Do we have career progression for ITSM professionals to become Strategic BRM? It is the need of the hour to leverage BRM as a discipline and take ITSM to envisioned business outcomes.
11am – Stuart Beale
Self-Solve – The Reality. How do I get my customers to solve their own ICT issues and requests? A “Shift-Left” journey for Leicestershire County Council’s Service Desk.
Stuart will cover:
·         Reducing contacts to the Service Desk
·         Ticket journey efficiency
·         Contact Channel use
·         A Self-Serve Portal
·         Shift-Left, from where to where
·         Our results and how we got there
12pm – Rui Soares
Risk: It is not a game 
Addressing risk is a complex issue, with different levels of application and scope such as business, operational, technological, information security that need integration. The purpose of this presentation is to share lessons learned in risk analysis and risk management during client projects over the last 10 years.
 1pm – Barclay Rae 
People and Professionalism: soft skills are the hardest part                                                                      We still feel the results of being overly focused on technical and best practice skills in IT, particularly for hiring and managing people. We need to not only accept but also call out the real skills that make good service management people successful. Let’s stop calling the difficult things ‘soft’ and focus on competencies around people, business and communications skills. Not everyone can delegate, negotiate, influence, and manage people to achieve common goals, yet these are often equally or more valuable than technical skills. The session discusses the key areas of IT and Service Management competence required. 
2pm – Pascal Marchand
Feel the global support vibe!
Pascal explores the biggest challenges in getting global support on the rails.
3pm – Sami Kallio
How 110,000 employees feel about Service Management
In this presentation, Sami is talking about Employee Experience in context of service management. He will speak about what makes people happy and what they hate. He will also reveal some new data collected from more than 200 organisations, 90 countries and more than 110,000 individual employee’s feedback. Before the presentation, you can check the current benchmark from Happy Signals.
4pm – Dr. Mauricio Corona
Logrando una gran experiencia del cliente a través de un Service Desk espectacular Translation: Achieving a great customer experience through a brilliant service desk
[Mauricio will be presenting in Latin American Spanish]
5pm – Julie Mohr
Living in the Disruption Economy: Why our customers are screaming for change and we’re still not listening
As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. No longer are customers willing to put up with bureaucratic global enterprises who are slow to change and create unnecessary friction for the consumer. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over the network TV station. If we are not careful in IT, we will also become extinct. We need to develop strategies that innovate, reduce friction and stop waiting for our customers to come to us. And knowledge is the key to our success.
6pm Mahantesh Katageri
Elevating Colleague Experience
In this session, you will be hearing a few best practices and methods that have been  implemented to help us deliver delightful experience to our colleagues and also increasing the adoption of our Service Desk.
7pm –  Eric Figgins, Apogee IT Services
Successful chat implementation
Proper implementation of chat is different than other initiatives that impact the support organization or I.T. It is crucial because it is the addition of a new CHANNEL of service for the service desk. There must be careful strategy, planning, roll-out, and maintenance (CSI), as customer satisfaction is at stake. Chat service is a prime area of the shift left movement. Solving incidents for customers through chat and knowledge automation will yield cost savings for service centers of all types. Eric is currently at Apogee IT Services, an award-winning managed services provider headquartered in Pittsburgh, PA, with major operations centres in Boston, MA and Toronto. Apogee provides IT management services to more than 375 clients in various industries across the Northeast and beyond
 8pm –  Jeff Rumburg, MetricNet
Any Time, Any Place – The Ultimate Customer Experience!
The growth of multi-channel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. Maximizing the customer experience requires that services be tailored for each channel and device. In this session Jeff Rumburg, Managing Partner of MetricNet, and winner of the 2014 Ron Muns Lifetime Achievement Award, will discuss how organizations have harnessed the potential of “Any Time, Any Place” support to drive and sustain high levels of customer engagement. From case studies and benchmarking data, he will provide real-world examples of the power of multi-channel, multi-device support in today’s complex IT enterprise.
 9pm –  Ryan Ogilvie
Right-Sizing Your Metrics
In this session Ryan will explore effective ways to ensure you are defining and measuring service desk metrics at the right levels to help achieve your organization’s desired business outcomes
10pm –  Javier Lopez Casarin
Innovation: concept, challenges and effects in México [Javier will be presenting in Spanish]



ITSM.Tools is a media partner of Shine17 


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