Andrew Dixon, University of Oxford
ITIL 4 - Creating Value in Partnership
Oxford University IT Services has been committed to ITIL since its inception in 2012. In this talk, Andrew Dixon will reflect on how ITIL v3 has enabled the department to improve its quality of service and function cohesively. IT Services has not stood still, but is already adopting Agile and LEAN approaches to service provision. Andrew will look at the new ITIL 4 and explain how Oxford will embrace the new approach to service management with its emphasis on Value Streams. ITIL is not a set of independent processes (or practices) but a cohesive framework for end to end service provision and Andrew will share some of his triumphs and failures of the past and his challenges for the future.
Andrew currently heads the Service Management Office within IT Services at the University of Oxford. As an ITIL Expert, he has specialised in ITIL after spending the early part of his career in Higher Education managing the computer teaching facilities for the Engineering Faculty at University of Bristol
Jake Dovey and James Lloyd, University of Southampton
How we saved 2,297 hours/year without upsetting anyone - (Queen’s Ballroom)
Jake and James will talk about how they managed to save thousands of hours of work per year for their support teams using process automation and Lean Six Sigma techniques. The session will include detailed time-saving improvement ideas that you can steal for you own team!
Jake and James both work for the University of Southampton’s second-line support team, Jake for 12 years, James for 9. Last year both undertook Lean Six Sigma Green Belt training and this presentation is based on the many improvements they made using the skills they learnt.
How to predict the future - (The Ark Royal)
In this session Jisc's Martin Hamilton will give a big picture overview of some of the key forces shaping the future, and what their impact is likely to be on research and education. Martin will discuss how to find and interpret the ‘weak signals’ of new technologies and socio-technical trends, and plan for possible future scenarios.
Martin leads the future and emerging technologies team for Jisc, operators of the Janet network. His role is all about generating and channelling new ideas and building partnerships to bring them to fruition. Martin is particularly interested in the societal implications of ubiquitous robotics and artificial intelligence, and humanity's emergence as a true interplanetary species.
Which company will win the tech race? - (John Charles 1&2)
A camp fire discussion on what people think will be the number one technology in the future.
Andy Scott and David Gillespie, Durham University
Durham University, The Self Service Journey (Queen’s Ballroom)
Self-service has transformed the way we deliver IT Service at Durham University. We’ve significantly reduced the time taken to process lots of our regular requests and eliminated the unnecessary and inefficient use of paper forms.
Come along and see the journey we’ve taken; we’ve had to break the mould along the way and challenge the traditional ‘Durham way’ but have transformed the service experience for our staff and students.
Service Desk Manager with extensive Higher Education and public sector experience, He has spent the last 5 years in Durham University developing a successful Service Desk team with a strong focus in customer service experience and developing people. He is responsible for Incident Management and Major Incident Management with Durham and is also a member of the ucisa Support Services Committee with a passion to contributing and sharing knowledge within the sector. He is a keen runner and loves the outdoors.
I’ve worked as Problem Manager at Durham University for three years and have been responsible for introducing a Problem Management framework to the University. I’ve previously worked in retail (Boots) and manufacturing (De La Rue) in a variety of roles, spanning IT Service and Project Management and Continuous Improvement.