Towards service excellence & ITS competitive advantage
Conference Date
18th & 19th September 2019
Location
The Peninsula Melbourne
Early Bird - Save $200
Book by 02/08/19
Add to calendar

Agenda

Print

Day 1 - Wednesday 18th September, 2019

8:00
Registration, coffee & networking
8:30
Opening remarks from the Chair
Implementing effective culture & change management strategies
8:40
Keynote Opening Address: Driving technology-led innovation & pushing a strategy of ‘client-centricity’ through digital services
Anthony Molinia
Chief Information Officer
University of Newcastle
9:20
Panel Discussion

Leading cultural change across your team and the organisation

  • Increasing buy in & advocacy around the change, & curating conversations around how teams will be working differently
  • Implementing new ways of working, including agile, autonomous working, innovation & learning
  • Enabling management to lead & cultivate a digital culture founded on consistent change & innovation
Richard O'Connor
Associate Director Operations Technology, Information and Communications Technology
The University of Sydney
Teresa Finalyson
Interim Chief Information Officer
Monash University
Adam Wayling
Associate Director - Client Services
University of New England
10:00
Speed Networking

In this interactive session, you will have the opportunity to meet fellow attendees and speakers in two minute bursts, to exchange business cards and set up conversations for the rest of the event.

10:30
Morning tea & networking
11:00
Presentation by Sophos
11:30
Keynote: Establishing a culture of innovation within your team
  • Supporting the creation and implementation of new ideas
  • Communicating and setting the direction of your innovation strategy
  • Giving employees the tools they need to make their case by creating a safe space for innovation
David Reeve
Chief Information Officer
Macquarie University
12:10
Changing the way the customer interacts with your IT department
  • Language and behaviour that focuses on value and relationships
  • Taking IT staff and customers on a shared journey to ensure the new way of working stick
  • Ensuring that modes of interaction are clear across the organisation
Lindsay MacDonald
Chief of Staff to the CIO
Monash University
1:00
Networking lunch
Driving customer service excellence for business success
2:00
Roundtable Discussions
  • The challenges digital transformation presents for the Tertiary sector’s cybersecurity

Facilitated by Tesserent

  • Cyber Security
  • Optimising Cloud Journey
  • Data Storage
  • Digital Transformation   
  • Service Desk Solutions
3:00
Afternoon tea & networking
3:30
Managing threats: Security like a Cloud Fabric
  • Add, remove and change data collection and tools online in your DMZ
  • Share data between tools, rather than collect and store for each tool
  • Enable data collection, storage and distribution from Data Centre to Campus, remote sites (Cloud Edge) and public Cloud, with a single point of management
  • Leverage open commodity hardware for low cost and rapid technology adoption
Luke Turner
Director System Engineering, APJC
Big Switch Networks
4:00
Managing the transition to a new service management tool
  • Changing service management principals across all areas
  • Rolling out the tool across a number of modules, and engaging staff and team in the implementation
  • Incorporating lessons learned at each phase of the roll out
Jessica Lees
Associate Director - Client Services
CQ University
Amy Croft
Manager – Library Client Services
CQ University
4:40
Closing remarks from the Chair & close of Day One
4:45
Networking drinks

Day 2 - Thursday 19th September, 2019

8:00
Welcome, coffee & networking
8:30
Opening remarks from the Chair
Driving customer service excellence for business
8:40
Delivering IT service excellence in a hybrid world
  • Aligning partner service levels with organisational expectations
  • Driving increased value from key strategic partnerships
  • Identifying capability gaps and discovering capability ‘for hire’
Brian Roberson
Director, Infrastructure & Client Services
Charles Sturt University
9:20
Journey to a Smart Campus
  • Using Wi-Fi to attract and retain students
  • The Smart Home , Smart Campus and Smart City combined
  • IOT, 5G and Wi-Fi explained using crayons
Carl Jefferys
Country Manager, Australia and New Zealand
Ruckus Networks
10:00
Spotlight session

In this highly interactive session, you will have the chance to obtain the answers to the questions you’ve had in the industry from the decision makers themselves.

10:30
Morning tea & networking
11:00
Panel discussion

Proactively managing information security and cyber risk

  • Prioritising risky assets, and developing a strategy for approaching risks
  • Unpacking the risks associated with software providers and business associates
  • Communicating program effectiveness to key stakeholders
Tony Aramze
Chief Information Security Officer
RMIT University
Suthagar Seevaratnam
Chief Information Security Officer
Australian National University
Brian Roberson
Director, Infrastructure & Client Services
Charles Sturt University
11:40
The Science of Self Service
  • Customer-centricity and the need for effective self-service
  • Understanding the customer journey and incorporating service design techniques
  • Creating a self-service portal that will truly empower your customers
Sumit De
Head of UK Consultancy
TOPdesk
12:20
Networking lunch
Aligning IT service models with University strategic directions
1:20
Panel discussion

Leveraging partnerships with external solutions providers 

  • Building relationships and finding a partner that compliments your goals
  • Understanding how a partner can bridge gaps in your offerings
  • Developing relationships that allow for the creation of new revenue streams
Anthony Molinia
Chief Information Officer
University of Newcastle
Matt Carmichael
Director - Support Services and Engagement
Monash University
2:00
Translating IT service management strategy into operational success
  • Consulting team leaders and middle managers in the development of strategies to ensure they become champions
  • Ensuring roles and responsibility for actions is communicated clearly
  • Lifting staff engagement by requesting input into the on the practicalities of implementing strategy
Adam Wayling
Associate Director - Client Services
University of New England
2:40
Afternoon tea & networking
3:00
Effective leadership & moving IT to a department that supports the overall objectives of the business
Matt Carmichael
Director - Support Services and Engagement
Monash University
3:40
A single point of success: La Trobe’s ICT KM journey
  • Exploring the implementation of a Knowledge Management System. Approaches and lessons learned
  • Embedding effective and progressive KM culture by initiating and fostering stakeholder collaboration
  • Successfully measuring and tracking the impact of KM
  • What are the next steps for KM at La Trobe?
Trevor Petrie
SD Knowledge Administrator, ICT
La Trobe University
4:20
Closing remarks from the Chair & close of Conference
4:45
Post Conference Workshop A commences

How to restructure your ITSM model to improve service delivery

Workshop A: How to restructure your ITSM model to improve service delivery
Thursday 19th September 2019, 4:30pm - 7:30pm

* PLEASE NOTE: Workshop Venue will be at Quest Docklands 750 Bourke Street, Docklands. Just a few hundred meters walk from the conference venue.

The workshop

Flinders University has recently undergone significant organisational change with restructures affecting both Colleges and the Professional Services. In a rapidly changing business environment, the ITSM model of old was deemed ineffective and needed to be radically transformed to ensure exceptional customer service. Over an 18-month time period, Information and Digital Services (IDS) has successfully broken down silos, centralised resources, changed their modes of process and reduced the number of ticket requests by 50%.

By running through pitfalls, setbacks and successes this interactive workshop will facilitate discussion and advice on how transformations on this scale can take place. Feisar and Adam will work with you to discuss strategies to transform, enhance and overhaul ITSM in a University environment in order to deliver exceptional customer service.

Attend and learn how to

  • Overcome resistance to cultural change
  • Prioritise and managing customer communication channels
  • Optimise customer experience through touchpoints

What you will take away

  • Strategies to improve customer interaction with Service Desks and Field Service teams
  • Tips to reduce the disconnection between teams
  • Ways to integrate customer feedback into service delivery

* Refreshments & dinner provided

Price $599 + GST

Adam Dray
Change Management Lead
Flinders University
Feisar Joya
Associate Director, Client Services
Flinders University
Register Now
Workshop A: How to restructure your ITSM model to improve service delivery
Thursday 19th September 2019, 4:30pm - 7:30pm

* PLEASE NOTE: Workshop Venue will be at Quest Docklands 750 Bourke Street, Docklands. Just a few hundred meters walk from the conference venue.

The workshop

Flinders University has recently undergone significant organisational change with restructures affecting both Colleges and the Professional Services. In a rapidly changing business environment, the ITSM model of old was deemed ineffective and needed to be radically transformed to ensure exceptional customer service. Over an 18-month time period, Information and Digital Services (IDS) has successfully broken down silos, centralised resources, changed their modes of process and reduced the number of ticket requests by 50%.

By running through pitfalls, setbacks and successes this interactive workshop will facilitate discussion and advice on how transformations on this scale can take place. Feisar and Adam will work with you to discuss strategies to transform, enhance and overhaul ITSM in a University environment in order to deliver exceptional customer service.

Attend and learn how to

  • Overcome resistance to cultural change
  • Prioritise and managing customer communication channels
  • Optimise customer experience through touchpoints

What you will take away

  • Strategies to improve customer interaction with Service Desks and Field Service teams
  • Tips to reduce the disconnection between teams
  • Ways to integrate customer feedback into service delivery

* Refreshments & dinner provided

Price $599 + GST

Adam Dray
Change Management Lead
Flinders University
Feisar Joya
Associate Director, Client Services
Flinders University
Register Now
Back to Top

Key Speakers

Anthony Molinia
Chief Information Officer
University of Newcastle
Tony Aramze
Chief Information Security Officer
RMIT University
Suthagar Seevaratnam
Chief Information Security Officer
Australian National University
Teresa Finalyson
Interim Chief Information Officer
Monash University