Take a look back at the SHINE18 speaker recordings below – listed in the order they were broadcast – browse them when you have time, or come back when you need help with a certain topic. 


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SHINE18 Speaker Sessions

The Essence of Enterprise Service Management

Lana Yakimoff

Enterprise Service Management (ESM) is about applying a service-oriented Business model to the way your organisation works internally. It is about an enterprise-wide approach to delivering services, both Business and IT. Rolling in Business domains into your Service Management Capability is the “essence of ESM”.  More importantly what is the impact on service desk teams and what are the benefits of adopting a service-orientated approach? 

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The Agile Mindset


Today, Agile seems to be everywhere. There are so many practices and frameworks out there that are considered to be Agile. But there is a great difference between doing Agile and being Agile. It’s the Agile Mindset that enables teams, and organisations, to truly adopt the Agile principles, to reap real benefits and be truly agile, not simply do agile ceremonies and processes. Join Kathy to hear about the real heart of Agile, and how the Agile Mindset is the essential element of any Agile practice.

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Data Privacy: How It Impacts the Service Desk Analyst

Sunil mohal

By virtue of its front-line position, the Service Desk has access to and handles a lot of Personal Data. The handling of personal data is not without its risks and the threat of Data Breach is high.  The session will cover frameworks, legal implications, reference cases, an overview of GDPR and top 5 points to manage risk.

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Human Centred ITIL Service Design

Katrina MacDermid

Human Centred Design is the discipline applied to understand, refine and create both the delivery and the experience of a service. Katrina will discuss the need to shift focus from outdated and low value-add Service Desk metrics to ones about users and user outcomes. Katrina also uses a case study that looks at the emotions of Service Desk Analysts vs Customers (with very interesting results). 

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From Service Desk to Service Partner with a BRM Capability

Gary Hardy, IT Winners

Discover how the power of a BRM capability enables service delivery and support to focus on business goals and risks and demonstrate business value. Gary will be discussing:  Convergence with business goals, effective communications and building trust, and shared responsibility for delivering business value and managing risks.

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A Roadmap for a Customer-Centric Service Desk…From SLA to XLA

Ahmed Al-Hadidi, PepsiCO

Customer Satisfaction and the Customer Experience is becoming increasingly relevant with the industry, which has led to the introduction of Experience Level Agreements (XLA) which will become more commonplace in the near future. Join Ahmed to hear about the story of PepsiCo’s Service Desk transformation.

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What is Service Intelligence and why do you need it?

Mike Matthews, Fujitsu

Mike will be talking about the concept of Service Intelligence which involves aggregating and orchestrating all of your business data into an intelligent brain that you can use in your organisation to prioritise how you support and feedback to users.

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ITIL in the Fourth Industrial Revolution


We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. It is characterised by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets, requiring organisations to be more agile and ready to adopt new ways of working to succeed. In this session Akshay covers how ITIL 4 helps organisations navigate this complex environment and how it will benefit practitioners.

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Keep going, there's more...

Happiness As A Service

Scarlett Bayes, Service Desk Institute

Our research shows that over half of service desk professionals rank Customer Experience (CX) as the most important measure for their service desk. But what does this mean for the future? Scarlett will look at whether this focus on CX is reflected across the industry, how service desks monitor their CX, and how to report this to the business to demonstrate value. She we will also discuss the impact this could have on the future service desk.

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Good, Bad, Great – The Metrics That Matter Most!

Daniel Breston, Virtual Clarity

Metrics – every framework has them. But which ones matter? After 30 years in technology for organisations of all sizes I think I have created a way to at least let me know Good. I have borrowed from Lean, ToC, DevOps, SIAM, Agile and meetings with senior individuals where they informed me that our performance was less than expected – so fix it. Join me as we discuss metrics that matter for your staff, stakeholders, suppliers and customers. Let’s see if we can work together to always be Good.

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The Path From IT Service Management to Employee Service Management

Kevin Jonkergouw, General Manager, EMEA

Utilizing a service management solution outside of IT can create an exceptional employee experience. By creating seamless services, you’ll be able to centralize all internal support on a single platform. Samanage, the service success company, is redefining employee service experiences by empowering organizations to maximize the potential from their most important asset – their people.

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Mentoring for Success! A Cost Efficient and Trusted Solution

Kat Turner, ITSM Zone

Mentoring is a cost efficient and trusted solution to many of the problems surrounding communication and staff development within an organization. This session will seek to debunk the confusion and uncertainty that often surrounds a developmental mentoring role, outlining clearly the responsibilities of the mentor and mentee and highlighting what is to be avoided. 

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Human Digital Leadership

Barclay Rae

The human side of Artificial Intelligence and Automation and what kind of leaders will be needed.

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Implementing Agile at the Service Desk

Erika Flora, Beyond20

Organizations everywhere are jumping headlong into Agile; and this massive shift has impacted us all, including the role of the Service Desk. We are asked to do more with less; and Agile can help us get there. So, how do we become more Agile? It starts with rethinking our role and re-quipping ourselves as Service Desk Managers. 

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Turbocharge Your Metrics with Benchmarking!

Jeff rumburg, metricnet

Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this presentation, you’ll review performance data from more than 200 support organizations, as well as several case studies.

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Knowledge – The Next Frontier for Service Management

Beth Coleman, Catalynk

A light introduction to the methodology that puts knowledge at center stage as the core asset of the organization – Knowledge-Centered Service (KCS). Organizations struggle with the delivery of consistent knowledge at the right time, across all channels. What’s needed is a knowledge sharing culture and shifting from technology focus to customer experience focus…and as service in the cloud becomes more complex, the flow of knowledge becomes the key to customer success.

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Beyond the Integration of ITIL and Knowledge Centred Service

Rick Joslin, Joslin & Associates

Join Rick Joslin as he explores a knowledge-centric service management  strategy that goes beyond the integration of ITIL and KCS. Knowledge Management can be more than just finding resolutions to incidents and answers to questions. Knowledge can be used to detect problems, justify change, enable a service catalog, enhance ticket management and much more.  Learn how a knowledge-centric strategy can benefit your organization.

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Using Value to Sell Improvement Initiatives to Leaders

Ryan Ogilvie

In tougher economic times, many organizations will start to evaluate all the components that make up their operational model. In other words, they look for value. A challenge for those delivering services will be to illustrate not only the current value that they provide but also future-state value. Ryan will be discussing how you can communicate and demonstrate such value to help gain buy-in on service improvement initiatives.

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Liderazgo Minimal (Minimal Leadership)

JAIME SANDERS, Visual Thinker

Actualmente está muy de moda el tema del minimalismo en la arquitectura y en el mundo del diseño, sobre todo porque esta corriente busca quedarse con lo esencial para agregar valor. Esta misma idea la he querido trasladar al mundo de la organización, específicamente en temas de liderazgo; es decir, como un líder haciendo menos cosas pero mejor puede tener más impacto en su trabajo y en su equipo, todas estas acciones buscan acercar a los líderes con la gente como el elemento esencial.

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