Abstracts Day Two: Thursday 4th July

Session abstracts - Day Two: Thursday 4th July

Surviving then Thriving: The Human Side of Cyber Incident
Matt Flower, (Interim) Deputy Director & Head of Digital Infrastructure/Information Security, University of Wolverhampton

Earlier this year the University of Wolverhampton suffered an unprecedented cyber incident, impacting all aspects of university operations, and presenting UoW Digital Services with a seemingly impossible challenge. A story of huge ups, and even bigger downs, Mat’s session will share with delegates the human side of responding to, and recovering from a major cyber incident. He will talk about some of the lessons learned, and despite it being some of the darkest days of his IT career, he has seen his department survive and ultimately thrive for having gone through the harshest of trials.

Breakout sessions

• Windows 10 End of Life Toolkit Launch
  Jake Dovey, In-Person Support Manager, University of Southampton

  As the countdown to Windows 10 end of life in October 2025 ticks away, it's time to gear up for a transformative shift. Unlike previous transitions, Microsoft's firm stance on Windows 11 compatibility for aging hardware has raised the stakes.

  Are you ready to navigate this monumental upgrade challenge?

  Join us for an engaging session tailored to institutions like ours, where legacy hardware and cutting-edge research intersect. This isn't just another routine update; it's a pivotal moment requiring collective expertise and innovation.

  Earlier in the year the UCISA Services Support Group gathered together people from across the community to pool their experiences, insights, and best practices related to transitioning away from Windows 10. The culmination of this collaborative effort is a comprehensive toolkit aimed at guiding us through this migration journey.

  In this session, we will not only share the invaluable lessons we've learned but also provide you with the toolkit to take back to your institutions, comprising guides and templates meticulously crafted and tested by individuals just like you, for individuals just like you.

  🔍 Gain insights derived from real-world experiences and lessons learned.

  🚀 Explore a wealth of resources, strategies, and best practices to streamline the transition process.

  💡 Learn about solutions already implemented to ensure a smooth migration to Windows 11.

  Don't let the end of Windows 10 catch you off guard—be proactive and prepared with our crowd-sourced toolkit.

   

Enhancing Customer Experience in IT Support Services
Stella Poole, Head of Core Systems Optimisation Team, University of Birmingham

This session focuses on enhancing customer experience within IT Support Services. It covers understanding customer expectations and fostering a customer-centric culture within the support team, including streamlined communication, personalised support experiences, customer feedback, continuous improvement, and the integration of AI and automation for enhanced efficiency. Participants will gain strategies to enhance customer experience and drive success in IT Support Services.

A Practical Approach for Experience Management, XLAs and SLAs
Barclay Rae, Barclay Rae Consulting Ltd

"Experience management and AI are two main hype areas at present - these work well together and add significant value to service delivery. The concept of 'XLAs' - experience level agreements - is also being socialised. The core elements of XLAs are not new, and there is a need to clarify how these fit with other areas in service management, particularly AI, SLAs, BRM and MI/Reporting. 

This session provides clear direction and practical examples of how to make this work, based on the presenter's experience - Barclay Rae has been using a similar XLA approach with clients for over 10 years.