Register Now at our Eventbrite Site:

Date:  Tuesday 29th April 2014

Time:  5.30pm for a 6.00pm start – app 7.30pm finish

Where:  Cancer Council Australia, Level 14, 477 Pitt Street, Sydney

Instructions:  If you have any access issues please call 0405 676 045

Please Note: a $5 donation will be asked for at the door to cover nibbles and incidentals


Topic: “Towards the Technolgy Concierge”

Does anyone call the service desk unless they really have to?  The theory of “single point of contact” is great but it’s never worked in practice. 

The service desk is a “function” – a group who embrace many processes/activities.  Why are we perpetuating the old models?  Is your service desk locked into specific processes such as incident or service request and managing them in a very constrained way? 

Today there are many alternatives to acquiring service and resolving incidents.   

We have tried and failed in training people to use the service desk as the single point of contact and a new order is in the ascendance.  

We’re not supporting services, we’re servicing a customer and we are doing it in an integrated service provider environment.  The traditional blended approach of BAU processes augmented with super hero intervention no longer provides value – it’s simply not adaptable or agile enough.  

The traditional service desk as we know it will become extinct.  We must evolve to become the “Technology Concierge” – the gateway to IT services for our business.  

This presentation explores some strategies and techniques that can assist the Service Desk evolve to deliver the “Technology Concierge” experience. 

Know your customer:

  • baseline your customers – “net promoter score” supersedes traditional surveys to identify your recommenders/detractors  
  • embrace the diversity of everyone from Gen-Z to Veterans collaborating in the workforce – profile their engagement preferences (“tangible” versus “flow of transmission”) One size does not fit all! 

Communicate what/how for best outcome?

  • influence/adapt to your customer behaviours by applying  the ISO 38500 principle of Human Behaviour
  • replace or augment traditional SLAs with service charters articulating the intent of a service in business terms
  • adopt a blended service approach of high touch, self-help and social media

The IT service desk super heroes have a unique opportunity.  Reinvention as the technology concierge can provide real value to our customers’ business by facilitating and navigating today’s technology minefield.

Our time is limited to lead this evolution.  Even super heroes must evolve and adapt.  Embrace the future by becoming one of the agile super heroes.


About your speaker: Kathryn Howard

Kathryn Howard is an IT professional with over 25 years experience in IT service delivery and service management.  Understanding the ongoing need for IT to reinvent itself in order to meet the needs of constantly changing business models, she is passionate about helping organisations achieve good governance of quality value service.

She has experience providing policy/process assessment, change programs and service improvement initiatives in many prominent Australian financial institutions (including Macquarie Bank, St.George Bank) major telecommunications providers (AAPT, Alphawest) plus government agencies including Australian Securities and Investment Commission (ASIC).

As an international speaker, she has presented for the itSMF US and UK, the itSMFNZ national conference and often for itSMF Australia.  She has also spoken at PINK13, SITS13 (London) and the CACS Oceania conference in Wellington 2012.  Kathryn is also a certified ITIL trainer.

 She is an active member of itSMF Australia, serving as Chairperson NSW State Branch and on the Australian national conference organising committee.  She is committed to the evolution of the customer service experience through meaningful IT/business dialogue in conjunction with the adoption of governance standards and frameworks (ISO20000, ITIL, COBIT).  She also believes evolving social media channels are key to delivering successful end-to-end customer service able to support and enhance business objectives.


So come along and spend some time with like-minded knowledge professionals to listen, participate, collaborate and learn.  We look forward to seeing you there and at networking drinks following.

Please Note: a $5 donation will be asked for at the door to cover nibbles and incidentals

Register Now at our Eventbrite Site: