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Tricia Olsen
CEO & Founder
ICSP International
Customer Service
Professionals |
Ron Lee, CSP
Managing Director
The Corporate Ninja |
John McCoy-Lancaster
CEO & Lean Six Sigma
Master Black Belt
Dynamic Business
Systems |
Vicki Shields
Ambassador
International Customer
Services Professionals
(ICSP) |
Henry Louey
Regional Director
SE Asia
Comptia |
Bruce Youl
Director
IT Client Services
University of Victoria |
Speakers Include:
- Andy Kyiet, Vice President, Association for Service Management (Australia)
- David Hopkins, Programme Director, Public Spirit Ltd (UK)
- Katie Dwyer, Service Deliver Manager, Service Desk & Asset Management, Railcorp
- Mat Rogers, A/National, Manager, IT Service Delivery Strategy and Management, Centrelink
- Garry Scarborough, Senior Consultant, CreatorTech
- Tim Yorke, Manager, Service Delivery and Support Information and Communication Technology,
Department of Education and Training
- Ven Boujos, IT Campus Coordinator, Edith Cowan University
- Susan McLennan, IT Service Desk Coordinator, Edith Cowan University
- Gerard McMullan, Managing Director, CAI Asia Pacific & Former Managing Director, Peppers and Rogers
- Guy Simons, Managed Services Manager, NSC Group
- Julian Day BSc, MAITS, MAICD, Chairman, Australian Software Metrics Association
- Keith Brady, Dip PTM, MBA, MAICD, Consultant, Consensus Advantage
- Richard Whitmarsh, IT Service Help Desk, Cisco (USA)
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This unique contact centre industry event will confirm two summits running simultaneously
(1) The Australian Contact Centre Summit and
(2) The Australian IT Service Management & Help Desk Summit
The two summits bring together the experts in the contact centre and customer contact industry to bring best-practice ideas to industry practitioners.
Each summit will be run independently but will share an opening plenary session, some of the breaks and the cocktail reception on Day One. |
Summit highlights include:
- Keynote addresses (Australia, NZ, Asia, Europe and North America)
- Award-winning case studies
- Interactive panel discussions
- 2-day technology exhibition (complimentary)
- Networking lunches and cocktails (complimentary)
- Course documentation (complimentary)
The Australian IT Service Management & Help Desk Summit 2008
offers time-saving strategies to: |
People
- DELIVER on “value-based” leadership for your team
- MOTIVATE staff to go the extra mile
- ENHANCE team performance across all levels of operations
- ALIGN recruitment, training and coaching with performance
- STRENGHTEN career development opportunities for your team
- INVEST in skills development and staff training
- DEVELOP key performance indicators (KPIs) to measure and act on performance
- STREAMLINE resources and workforce management
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Process
- DESIGN IT Service Management& Help Desks to boost business performance
- APPLY 6 sigma principles to business excellence
- SUPPORT award-winning service management operations
- DEVELOP and manage the modern IT Service Management& Help Desk
- DELIVER on service excellence across the enterprise
- MANAGE support for internal and external customers
- BOOST the performance of IT Service Management& Help Desk services
- INCORPORATE world-class ICT governance into customer services
- INTEGRATE change management with IT Service Management& Help Desk services
- PLAN ahead for disaster recovery, including downtime
- IMPROVE problem and incident management levels while slashing overheads
APPLY customer relationship management principles to end-user services
- STRENGHEN incident reporting and forecasting
- STREAMLINE customer service and support functions
- DELIVER on service level agreements
- CLARIFY and comply with international ISO standards
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Technology
- LEVERAGING the best technology to support client needs
- EVALUATE latest information technology infrastructure library (ITIL) tools
- STREAMLINE *data integration *data security & *storage
- ASSESS the potential of *voice-over-IP (VoIP) and *mobile communications
- IMPROVE workflow capabilities
- STRENGHTEN collective intelligence
- INVEST in cost-effective IT service management tools
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Who should attend?
- Head of IT
- IT Project Manager
- ITIL Project Manager
- Change Manager & Release Manager
- Senior Technical Specialist
- Infrastructure Specialist
- System Administrator
- Problem Manager or Problem Coordinator
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- Operations Team Leader
- Operations Engineer
- IT Support Manager or IT Support Team Leader
- Incident Managers
- Service Desk manager / Helpdesk Manager
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From industries including:
- Government
- (Federal, State and Local Government)
- ICT
- Emergency services
- Telecommunications
- Legal
- Banking & finance
- Insurance
- Hospitality
- Hotels
- Outsourced IT Service Management& Help Desks
- Transport
- Broadcasting/publishing
|
- Travel
- Advertising
- Utilities
- Education
- Recruitment
- Manufacturing
- Retail/wholesale/FMCG marketing/direct
- Marketing
- Media/ New Media
- Health/hospitals
- Gaming
- Defense
- Consulting services
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Call for papers
If you would like to present a paper at this summit, contact Shahida Sweeney on Tel +612 8908 8510 or email shahida@acevents.com.au or click here. |
Sponsorship & exhibition opportunities
For sponsorship & exhibition opportunities, contact Steve Congerton on Tel +612 8908 8512 or email steve@acevents.com.au or click here. Exhibition stands are offered on a first-in-best-dressed basis. |
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Venue and Accommodation
Venue: Sydney Convention & Exhibition Centre,
Darling Drive, Darling Harbour, Sydney NSW 2000
Tel: + 61 2 9282 5000
Official accommodation and travel partner:
FCm Travel Solutions
Team NSW103
Suite F 6 / 30 Clarence St Sydney NSW 2000
Ph: 02 8270 0898
Fax: 02 8270 0877
Email: sam.rowe@fcmtravel.com.au
www.FCMtravel.com
* tbc
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