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Beyond the Service Desk

Just think what if your company’s employees could easily get answers to all their IT, Facilities, HR, and other service questions in one place? Without having to search for the right channel or person? Today it’s vital that corporate service teams join forces to streamline support across your business, solving problems faster, communicating better, and offering more value to your employees.

View the latest content from UNITY21 on-demand now as our thought-leading guest speakers discuss the importance of converging technology, process, people, and practices and the rise of Enterprise Service Management in the workplace of the future.

Sponsors

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Max Cheprasov

Chief Automation Officer

Watch Max
Weston J Morris

Unisys Corporation

Watch Weston
Doug Tedder

Tedder Consulting

Watch Doug
Matthew Twigger

DLA Piper

Watch Matthew
Ian Aitchison

Enterprise Digital Podcast

Watch Ian
Sam Ellis

Atos

Watch Sam
Aditya Khurana

Reckitt

Watch Aditya
Melanie Lougee

ServiceNow

Watch Melanie
David Bullivant

Sunrise Software

David Rose

TOPdesk

Watch David
Gareth Davies

Head of IT and Infrastructure,
UNiDAYS

Watch Gareth
Michael Trott

Manager ICT Services & Applications at VicRoads

Watch Michael
Andrea Kis

Principal Consultant at Devoteam
 

Watch Andrea
Sami Kallio

Sami Kallio, CEO & Co-founder, HappySignals
 

Watch Sami
Christina Staun Biangslev

Expert Director, Service Management & Agile Methods at Devoteam Management Consulting

Watch Christina
Jen Starkey

Global Director - Mobile & Device Services
at Unilever

Watch Jen

Programme

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View on-demand Welcome with David Wright, Chief Value & Innovation Officer, SDI

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View on-demand Weston J Morris, Director Global Strategy, Unisys
Jen Starkey, Mobile & Device Global Services Director, Unilever
Michael Trott, Manager Application Support Enterprise Technology, Vic Roads

Exploring XLA Plus – OCM, SIAM, HR, CX:
Unifying For A Better Experience

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View on-demand Aditya Khurana, IT Director, Reckitt

Transforming IT Service Experience

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View on-demand Matthew Twigger, Information Technology Business Partner, DLA Piper

How To Deliver Great Employee Experiences In Global Law Services

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View on-demand Gareth Davies, Head of IT and Infrastructure, UNiDAYS

Bringing Together 49 Agents and 6 Departments With A Single Service Management Solution

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View on-demand Ian Aitchison, Co-Founder, Enterprise Digital Podcast & VP Product Management, Nexthink

What Does the E in ESM Stand For?

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View on-demand David Bullivant, Business Consultancy Manager, Sunrise

Service Management For The ‘New Normal’

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View on-demand Sam Ellis, Global Director for Employee Experience, Atos

Employee Experience of HR - Where real impact can be made

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View on-demand Max Cheprasov, Chief Automation Officer

Keynote: Bots Are Eating The World

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View on-demand Doug Tedder, Principal, Tedder Consulting

Why ITSM Can’t Be Your ESM Approach

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View on-demand David Rose, Service Management Consultant, TOPdesk

How Can We End Silo Working & Create Organisational Synergy?

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View on-demand How Business Processes and non-IT Services Must Change For a Post-COVID Workforce

Panel discussion: David Wright hosts experts from Devoteam, ServiceNow and Atos to discuss the changing expectations of today's workforce

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View on-demand Melanie Lougee, Head of Employee Workflow Strategy, ServiceNow

Closing Keynote: Predicting and Preparing for the Future of Workplace Experiences

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Unity 21 On-Demand
Chief Automation Officer at Dentsu

As the first Chief Automation Officer in the digital industry, Max Cheprasov founded the Automation COE at Dentsu in 2017 and armed with the mission of “Elevating Human Potential” in a global organization with 65,000+ employees began the multi-year journey to transform the business using AI and Automation. In the first three years, the COE introduced 300+ unique AI-powered solutions, reducing the dependency on human labor by 500K+ hours annually.

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Unity 21 On-Demand
Digital Workplace Services at Unisys Corporation

Responsible for the Global Strategy for Digital Workplace Services at Unisys, Weston is renowned for finding ways to apply disruptive trends to the efficiency and happiness of mobile end users. Today Weston shares how organisations can proactively use Intelligent Workplace Services to support employee needs – so they can focus on what really matters.

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Unity 21 On-Demand
Tedder Consulting

Doug is a recognised industry thought leader whose passion is helping IT organisations move from “good” to “great”. Working with progressive IT leaders who are frustrated because IT just isn’t delivering the results their company’s need, his attention to detail, industry knowledge, emotional intelligence, pragmatic approach, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organisations into valued business partners. Doug feels there’s a lack of teamwork and collaboration, not only within the IT organisation, but between IT and the other parts of the organisation it serves. It’s not that these IT organisations don’t have the expertise or capability – in my experience, they usually do – but something prevents them from being truly exceptional. This is where Doug can help.

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Unity 21 On-Demand
Information Technology Business Partner at DLA Piper

For over 10 years, Matthew has worked in a variety of roles with the IT department at DLA Piper – a global law firm with 4,200 lawyers in the Americas, Asia Pacific, Europe, and the Middle East, with clients ranging from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies. They include more than half of the Fortune 250 and nearly half of the FTSE 350 or their subsidiaries.

More recently, Matt’s experience as Technology Business Partner for the Middle East region has allowed him to get closer than ever to the business, really experience business challenges first hand, and support the internal employee service experience transformation.

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Unity 21 On-Demand
Co-Founder Enterprise Digital Podcast and VP Product Management, Nexthink

Ian Aitchison is co-host of the Enterprise Digital Podcast sharing thoughts and opinions on the converging worlds of technology, service management, people and management, business and corporate development, governance, automation, and more.

Today Ian will enigmatically be sharing his thoughts on ‘What Does the E in ESM Stand For? with lessons from the Enterprise Digital Podcast about digital transformation and the new world of service management working across the enterprise.

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Unity 21 On-Demand
Global Director for Employee Experience at Atos

Since starting his IT career 20 years ago with IBM Global Services, Sam progressed quickly through global multilingual Service Desk environments, working in Service Desk management positions with large clients such as Exxon Mobil, Boots, and the Arcadia Group.  He then joined the NHS as IT Service Delivery Manager for Yorkshire Ambulance Service before joining Atos in 2007 as UK ITIL Manager. He then became UK Head of Customer Experience in 2009 before moving into HR as Head of Employee Experience and Diversity & Inclusion. He then became a senior HR Business Partner for Northern Europe before becoming Global Head of Employee Experience earlier this year.

Sam is a keen musician, and specialises in classical double bass and Brazilian percussion!

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Unity 21 On-Demand
IT Director at Reckitt

Aditya heads up the IT Service Experience Team at Reckitt with the objective of transforming the end-user experience and creating a futuristic AIOps, Cloud foundation which is the basis for digital transformation of the enterprise.

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Unity 21 On-Demand
Head of Employee Workflow Strategy at ServiceNow

As VP of Research at Gartner, and currently Head of Employee Workflow Strategy at ServiceNow, Melanie has a wealth of experience in cloud HCM (Human Capital Management) technologies and a specialization in HR Service Management. Over the span of her career, Melanie has led product teams in organizations spanning from start-ups to the Fortune 100, marketed, implemented, and managed enterprise software giving uniquely holistic insights into the factors that ensure both customer satisfaction and company profit.

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Unity 21 On-Demand
Service Management Consultant, TOPdesk

David Rose is a service management consultant at TOPdesk UK where he leads digital transformation projects and guides customers towards service excellence. He is passionate about encouraging organisations to embrace the benefits of digital technology to enhance their service delivery.

Unity 21 On-Demand
Head of IT and Infrastructure, UNiDAYS

Gareth is an IT and technology leader with a passion for building people-centric teams to design and deliver empowering systems and services. For the last 9 years, he has been working in all aspects of IT including desktop support, global system administration, and leading the IT and Security functions at a major Gen-Z platform.

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Unity 21 On-Demand
Manager ICT Services & Applications at VicRoads

Bio coming soon

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Unity 21 On-Demand
Principal Consultant at Devoteam

Bio coming soon

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Unity 21 On-Demand
CEO at HappySignals Ltd

Sami Kallio is the CEO and co-founder of HappySignals. Before starting HappySignals, he worked as the CEO of Palmu.exe, a service design company. Before that, he was responsible for the service design unit at Tieto Corporation. He believes happiness and productivity are the keys to transforming business IT culture for the better.

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Unity 21 On-Demand
Expert Director, Service Management & Agile Methods at Devoteam Management Consulting

Christina has been working with translating business needs to IT, from a development, operations, process, and service perspective for 25 years now.

Christina identifies as a DevOps evangelist – because the future is high velocity and customer-driven.

Talk to her about service, product management, culture, operating models and team structures, CALMS, how ITIL works with DevOps, and everything in between.

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Unity 21 On-Demand
Global Director - Mobile & Device Services at Unilever

Responsible for the end-to-end delivery of end-user computing services globally – Laptop, desktop, tablet, mobile, meeting room, and print services- across an estate of 100k devices and clients and 50k mobiles.

With a passion for Employee Experience, Jen offers leadership to transform traditional IT services and processes into “consumer-like” capabilities within an enterprise environment. Jen encourages her team of 50 people across 4 locations to have a constant lens on Employee Experience, always thinking about how technology services are consumed, adopted and what the expectations are from employees regarding the services provided.

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