Abstracts

Day 1 Thursday 3 July 

Empowering Neurodiverse Individuals Through Agile Service Management Practices
Faith Thomas, Lead IT Service Management Practitioner, University of Birmingham

The IT industry tends to have a higher percentage of neurodiverse individuals compared to other sectors. This is because the work often values skills that are abundant in many neurodiverse people. But managing neurodiversity at work can have its challenges.

In this presentation, I will tell you about my experiences as a late-diagnosed neurodiverse woman in IT and our team’s journey as we introduced agile practices. I’ll explore how Agile Service Management practices can significantly enhance the productivity and well-being of neurodiverse individuals and create supportive environments that cater to the unique strengths and challenges of neurodivergent minds.

Breakout Sessions part 1: 11:40am

• Mentoring Matters: Building Connections and Careers in IT
  Tilly Beech, Head of IT Partnering, University of Bristol

  In this session, I will share the journey of creating the Women in IT mentoring scheme at the University of Bristol, outlining the motivations behind its launch, the challenges faced, and the key outcomes achieved. I’ll discuss how the scheme supported career progression and cross-departmental connections. To bring the impact to life, I’ll be joined by a mentor and a mentee, who will share their personal experiences and the tangible benefits they gained. This session aims to inspire others to foster inclusive, impactful staff development initiatives.

• Knowledge on Tap: Delivering Answers When It Counts
  Adrian Moore, Head of IT Customer Support and Emma Lutkin, Service Management Specialist, University of the West of England Bristol

  Can we move from a swap of unorganised intelligence to a crystal-clear reservoir of knowledge ready to deliver insights on tap? Join representatives from the University of the West of England, who themselves are part way through this journey, for an open forum discussing all things knowledge.

Breakout Sessions part 2: 14:50

• Transforming Our Web Presence and Creating a Service Catalogue
  Simon Bower, IT Service Desk Manager, Harriet Sutcliffe, Web Content Developer and Lily Day, IT Communications and Content Developer, University of York

  Together, our IT Services and Communications teams collaborated to transform our IT web presence. Content was scattered across platforms and pages were fragmented and outdated. We changed that, aiming to integrate best practices in user experience and content production, while driving self-service. With a limited budget, we streamlined content, refined processes and created a high-quality service catalogue – working creatively within existing platforms rather than purchasing an IT service management tool. We also introduced project pages to showcase what we do and why. By breaking down department silos, we achieved something we’re proud of, while navigating the turbulent higher education environment.

• Why Wait? Automate!
  Speakers TBD

  Bots not burnout! Less clicks, more fix! How are you using automation to lighten the load on IT support? Join the panel as they lead an audience-driven discussion on smart ways to streamline services. Hear what’s working at other institutions—and share your own.

Day 2 Friday 4th July

Surprise, Surprise! Enhancing Customer Service and Team Culture: From Complaints to Collaboration
Antonia Jones, Customer Success Manager and Bex Cattran, Associate Operations Manager, University of Leeds

Join Bex and Antonia from the University of Leeds for a creative session with a Liverpudlian twist. They'll share practical strategies and methods they have used to turn customer feedback into opportunities and foster effective internal collaboration, with plenty of challenges and "a lorra lorra" successes along the way. Discover "a touch of" feedback trends and community engagement, and "a step inside" building supportive work environments and tools for better team communication. Don't miss this session filled with real-world tips and experiences.

Service Experience Management at UCL
Paula Kirby, Director Service Management and Casey Tolaini, Head of Service Design & Experience, University College London

Learn about how UCL has taken Experience Management from theory to practice. We will share our insights as we start developing and measuring our IT Service Experience across user-facing IT services, focusing on the challenges and successes we faced as we attempt to make XLA's a reality at UCL.

Breakout Sessions

• Transforming IT Support through an Innovative Audio-Visual Room Check Application
  Liam Randall, Application and Infrastructure Specialist, Leigh Fodden, IT Field Team Lead, James Pickford, IT Field Team Analyst, Costas Kapsalis, IT Field Team Analyst, Durham University

  In the dynamic realm of higher education IT support, the pursuit of excellence is a never-ending journey. This presentation will explore the development and implementation of a Audio Visual Room Check Application using Microsoft Power Apps, a transformative tool designed to enhance IT support in collaborative spaces across the University in the delivery of Teaching and Research. We do this by automating and streamlining audio-visual equipment checks, this app represents a significant step forward in our quest for efficiency and excellence.

• Accessibility for Students, Staff, Everyone
  Speakers TBC

  Is your IT accessible for students, staff, anyone? Join the panel for a 'fireside chat' session on breaking down digital barriers across campus. Share your wins, hear what others are doing, and pick up practical ideas for building more inclusive, user-friendly tech services for all.

An Essential Quality for Thriving in Customer Service, Teamwork and Professional Development
Fola Braimoh, Associate Director of IT Operations & Support and Mindy Bour, Deputy Head of IT Operations & Support, Goldsmiths, University of London

An often underestimated yet crucial trait for promoting excellence in customer service, teamwork, and professional development is... empathy. I aim to keep the audience intrigued about what this essential quality is until my presentation. I will discuss how empathy can improve customer satisfaction, enhance collaboration, and support professional growth.