Almost 800 members of the ITSM community joined us at SDI19 – The Conference For Service Desk Leaders on 26-27 March 2019 in Birmingham.

Our brilliant line-up of hand-picked speakers came from both inside and outside the world of ITSM, inspiring our delegates with new ideas and best practice knowledge to help solve their organisation’s latest IT service challenges. We’ve collected some of your brilliant social posts from the duration of the event to have a look at – enjoy!

Speaker Presentations Are Available To Download Below

Re-thinking the Service Desk

Cor Winkler Prins, CEO of 4me

Meet Watson at Danske Bank’s Service Desk - Artificial Intelligence at work!

Erika Dapkiene, Head of Service Desk at Danske Ban

Cracking the Motivation Code: You Can Hack Your Customer Service

Feezaan Asghar, Service Desk Analyst at Leeds Beckett University

Vodafone's Chatbot Journey

Heather Gilbank, IT Operations Manager at Vodafone

Next Generation Support Services - How co-creation secured us a front seat in the digital journey

Jakob Sassersen, Associate Vice President at NNIT

Best Practice Standard 2019 Refresh – Ask The Experts

Hosted by SDI's Service Desk Specialist Jamie Bell

Panelists: SDI’s Chief Value & Innovation Officer David Wright, Consultant, Auditor & ITIL4 Author Barclay Rae, IT Service Management Advisor & Consultant Damian Bowen and Consultant & Customer Service expert Lynne Nash.

The Story of Green & Black's: Building a Global Brand by Putting the Customer at its Heart

Jo Fairley, Co-Founder of Green & Black's

Jon Hall, Principal Product Manager at BMC Software

All On Board...!

Jon Lucas, Head of IT Engagement at University of the Arts London

Mindfulness at Work

Kathy Berkidge, Agile Consultant and Mindfulness Coach

How (not) To Measure Customer Satisfaction as an Internal IT Service Provider

Martina Holubcova, Head of Service Management at Manchester Metropolitan University

Transforming a Service Desk from Regional to Global

Mick Finnan, Head of Global Service Desk at Computershare

It's Never Ending!

Nick Harris, Head of IT Service Delivery at Oxfam

Happiness & A Deeper Purpose Comes First - Even When You Have 85,000 Employees

Robert Hallam, Head of Democratic Engagement at John Lewis

Managing Mental Wellbeing

Sarah Thum-Bonanno, Business Psychologist at The Wellbeing Project

The Inevitable Convergence of Internal and External Support

Stephen Mann, Principal Analyst and Content Director at

ITIL4 & Human Digital Transformation

Barclay Rae, Consultant, Auditor & ITIL4 Author

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