Plenary session abstracts




Crispin Bloomfield

Subject: Support Services and Intelligent Campuses

Our activities in real and online spaces are monitored and tracked, leading to personalised user experiences from social media platforms and retailers. We are being identified and classified, experiencing location aware systems, targeted in AI driven campaigns, receiving notifications and often taking for granted bespoke online experiences. In our universities, convergence within a number of IT areas is driving a new wave of opportunity to offer our students and staff new services that could add value. Taking advantage of these opportunities will be beneficial but presents challenges too. Support services will be pivotal in this journey towards more intelligent campuses. Are we ready?

Chris Dixon

Innovation at Lancaster - showcasing ASK L.U., a pioneering voice skill for students

In 120 days, Lancaster University built and launched a voice skill that delivers university services via Amazon Alexa devices and their mobile phone application. Find out why and how they did it and where the journey might take them next.

Henrik Brogger and Kathy Whelan

Live Chat in 3 simple steps. Implementing IT Live Chat at Queen Mary University of London

IT Live Chat was implemented at Queen Mary University of London in time for enrollment September 2018. We achieved this in 9 months with a cross-functional, voluntary IT project team and without any project costs apart from the service licence. IT Live Chat has helped us reach out to students and reduce response times.

Partner Showcase - Proact

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Sami Kallio

Partner showcase - Happy Signals - Customer-driven IT Service Desk - Why and How?

With more organisations using service management to centralise IT, HR, facilities and finance, employee experience is becoming a key performance metric. Hear how employee experience has shaken off the mantle of ‘soft’ measure to become a valuable strategic KPI that uses the Happiness Score™ to judge how effectively all your services are performing.

Hector Minto

Driving Change in disability employment, awareness, design principles and inclusion

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Chris McLay

Mental Health First Aid – How, why and what next?

The demand and need for Mental Health First Aid training is growing rapidly but how has the world changed so much in recent years that this has become so much of a priority? What impact does IT have on our mental health and is training on Mental Health First Aid really changing anything in the workplace? Let’s take a pause to think about it…



Modern IT

Ravi Sehmi, Deployment Services, Lenovo

Today’s business environment means there is no waiting around. Competitive challenges require constant innovation, and internal pressures mean working with greater speed, flexibility and efficiency – which can often challenge.
For IT leaders that means responding with not just greater efficiencies but to provide new disruptive digital technologies like Autopilot that move organizations forward. In other words, IT must become Modern.

Lisa Moretti

Searching for Tech's Humanity

The gadgets have glamoured us with their superpowers and as a result, it’s difficult to see technology for what it truly is; a system. Once we redefine technology from product to system, we can start to see how ethical challenges, like systematic bias, extend far beyond the data sets and code in which they’re found by following the connections to other social and cultural systems like gender and power. In this talk, Digital Sociologist Lisa Talia Moretti explores the world of technology from the perspective of a social scientist allowing the audience to shift perspectives by gazing through a new lens.

Peter Cochrane

People, Truth, AI and auto-immunity

The thinking and solution space of internet security is generally narrow, specialised and stove piped with defenders always reactive and on the back foot. But not so the attackers; they pro-actively search out and exploit the latest technologies to advantage. Defenders can only compete successful by being holistic too!

David Wright

Partner showcase - SDI - The 9 best practices of a high performing service desk - the update!

SDI regularly audits some of the best service desks in the world against the 'Global Best Practice Standard for Service Desk'. David Wright takes us on a whistlestop tour of the latest version of the Standard - version 8 - launched earlier this year, highlighting the key areas of change in the 9 concepts which include metrics, customer experience and leadership among others. Dave will also uncover stats from some of the highest performing service desks in each of the concepts. He'll delve into what makes them so successful and identify the common factors of high performing service desks.

Jeremy White

Closing keynote

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