5th Annual
Aligning systems, strategies & people
Conference Date
24th & 25th October 2018
Location
Rydges on Swanston, Melbourne
Early Bird - Save $150
Book by 28/09/18
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Agenda

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Day 1 - Wednesday 24th October, 2018

8:30
Registration, coffee & networking
9:00
Welcome remarks from the Chair
9:10
FIRESIDE CHAT: ANZ’s journey to agile
  • How are providers establishing their workforce
  • How to link business success to management of a part time staff
Tony Maughan
New Ways of Working Transformation Lead
ANZ Bank
9:50
SPEED NETWORKING

In this interactive session you will have the opportunity to meet attendees in short 2 minute bursts, exchange business cards and set up valuable conversations for the rest of the event

10:20
Morning tea & networking
10:50
Synchronising university vision with daily IT operations
  • Connecting cultural change to IT innovation
  • Driving cultural change
  • Boosting engagement across IT and beyond
Sarah Chaloner
Head of Information & Communication Technology
UTS Insearch
Strategies to achieve service quality excellence
11:30
KEYNOTE CASE STUDY: Tasmania’s digital transformation journey
  • University service automation – linking machine learning and artificial intelligence
  • Our research data storage service – Facebook for researchers
Jeff Murray
Chief Information Officer
University of Tasmania
12:10
Networking lunch
1:10
ROUNDTABLE DISCUSSIONS
  • What about mobile?
  • Complying with Australian Signals Directorate Top and 8 Essential Cybersecurity Recommendations
  • Why service Management should be guided through a ‘last mile’ effort to enable transformation?
  • Why Open Universities Australia Switched to Independent Support?
2:10
Afternoon tea & networking
2:50
Putting people & culture at the center of strategic transformation
  • Taking an organisational approach to digital innovation
  • Developing business partnerships and new capabilities
Josh Teichman
Group Manager, Digital Transformation
Monash University
3:30
Overcoming the challenges of enterprise infrastructure
  • The challenge of a speciality service model
  • Adapting modifying service requests from academic staff
  • Life after centralisation
Nicole Black
Associate Director - Information Technology Service Management
Australian National University
4:10
Closing remarks from the Chair & close of day one
4:20
NETWORKING DRINKS

Day 2 - Thursday 25th October, 2018

8:30
Welcome, coffee & networking
9:00
Opening remarks from the Chair
Strategies to achieve service quality excellence
9:10
KEYNOTE: Achieving IT service consistency across a large enterprise
  • Managing resources to enable service excellence
  • Bringing best practice IT service quality to higher education
Peter Nikoletatos
National Industry & Innovation Lead
Optus (former CIO at LA Trobe, Newcastle, Curtain, UNE & ANU)
9:50
The IT Road to a perfect education system
  • What does it take to provide a perfect education system?
  • Perfect education includes perfecting your IT Infrastructure, thereby making IT the gateway to Student’s success
  • How does ManageEngine help in perfecting the verticals of IT, that translates to providing an efficient education to students?
Karthik Anada Rao
Chief Evangelist
ManageEngine
10:30
INTERACTIVE SPOTLIGHT

In this interactive session, you will gain a better understanding of all stakeholders present within the room and the different challenges they face

11:00
Morning tea & networking
11:30
Driving cultural change to promote collaboration
  • Taking ownership of the contact centre – what have we learnt?
  • Achieving internal and external buy in to strategic ITS
  • Strategically leveraging & showcasing pilots
Hayley Grey
Customer Experience Manager
Deakin University
12:10
PANEL DISCUSSION: Improving service desk performance
  • Bringing staff up to speed quickly
  • Implementing a smart knowledge base
  • Understanding evolving interaction preferences
Duncan Troup
Founder & Director
Tingle Tree Group
Jonathan Pike
Service Centre Manager
University of Melbourne
Luke Shaw
Team Leader - IT Service Desk
University of Newcastle
Jenni Biscan
Service Desk Manager
University of Western Sydney
12:50
Networking lunch
1:50
COLLABORATIVE INTERACTIVE DISCUSSIONS: An opportunity for participants to get together in an informal setting to examine key issues
  • Improving speed of response
  • Ethics around information management
  • Mitigating disruption from external trends
2:50
Afternoon Tea & Networking
Enhancing soft skills & collaboration models
3:20
Request management as a whole of business opportunity
  • Identifying, leveraging and selling the opportunity
  • Overcoming the challenges of Shadow IT on service quality
  • Using a ‘platform’ to increase efficiency and improving user experience
Brian Roberson
Director, Infrastructure & Client Services
Charles Sturt University
4:00
How IT risk management can change behaviour & drive cultural change
  • The benefits of adopting a commercial risk management framework
  • Tactics to achieve open communication and embed real behaviour change
  • Risk Appetite – a metric tool to align ITS with University objectives
Darren Bass
Enterprise Technology Risk Manager - ANZ
& Formerly Senior Manager, IT Risk Management - RMIT
4:40
Closing remarks from the Chair & close of Conference
Workshop B: Practically & Culturally Transforming IT Service Delivery
Thursday 25th October 2018, 5:30pm - 8:30pm

The Workshop

In 2017 Service NSW completed by far the largest and most successful digital transformation / CX project in Australian government history. Based on the understanding that they lacked the capability to deliver the level of engagement and customer service required: Service NSW set out to overhaul all aspects of poor service delivery in a landmark project.

This interactive workshop will facilitate discussion and advice on how transformations on this scale can take place. By running through pitfalls, setbacks and successes. Russell will work with you to discuss strategies to: transform, enhance and overhaul – and deliver exceptional customer service.

Why attend this workshop?

  • Overcoming cultural change resistance
  • Prioritising and managing customer communication channels
  • Optimizing customer experience through touchpoints
  • Maximising data utilization strategies

Price: $499 + GST

* Refreshments & dinner provided

Russell Murphy
Contact Centre Performance & Improvement Manager
Service NSW
Register Now
Workshop A: Deakin University, Geelong Waterfront Campus Contact Centre Site Tour
Tuesday 23rd October 2018, 10:00am-1:00pm

The Site Tour

This site tour has been created to give you the opportunity to explore Deakin University’s new Contact Centre. Service quality is a core driver for the University and much time and money has been investment to put service management at the centre of the strategic agenda. The site tour will be followed by an extensive Q&A session with the service team.

The host for the site tour is Hayley Grey, Customer Experience Manager at Deakin University. Hayley will be on hand to discuss everything from improving call reviews to evolving the culture of the service teams. This interactive session is the ideal way to discuss your core service management issues.

The site tour leader will discuss how to:

  • Create a service first culture
  • Minimise call numbers to the service desk
  • Improve communication across the ITS teams
  • Drive service quality across the team

Price: $499+ GST

* Refreshments & lunch provided

* Departure from the Rydges on Swanston will be at 8.15am.
Transport from and back to the Rydges on Swanston will be provided.

Hayley Grey
Customer Experience Manager
Deakin University
Register Now
Workshop B: Practically & Culturally Transforming IT Service Delivery
Thursday 25th October 2018, 5:30pm - 8:30pm

The Workshop

In 2017 Service NSW completed by far the largest and most successful digital transformation / CX project in Australian government history. Based on the understanding that they lacked the capability to deliver the level of engagement and customer service required: Service NSW set out to overhaul all aspects of poor service delivery in a landmark project.

This interactive workshop will facilitate discussion and advice on how transformations on this scale can take place. By running through pitfalls, setbacks and successes. Russell will work with you to discuss strategies to: transform, enhance and overhaul – and deliver exceptional customer service.

Why attend this workshop?

  • Overcoming cultural change resistance
  • Prioritising and managing customer communication channels
  • Optimizing customer experience through touchpoints
  • Maximising data utilization strategies

Price: $499 + GST

* Refreshments & dinner provided

Russell Murphy
Contact Centre Performance & Improvement Manager
Service NSW
Register Now
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Key Speakers

Tony Maughan
New Ways of Working Transformation Lead
ANZ Bank
Jeff Murray
Chief Information Officer
University of Tasmania
Brian Roberson
Director, Infrastructure & Client Services
Charles Sturt University
Hayley Grey
Customer Experience Manager
Deakin University