Overview
The 5th Annual University IT Service Strategy & Challenges conference will address the need to bring together examples of best practice from Australasia, internationally and out of sector to share knowledge, networking and practical strategies for success.
Hear insights on key issues including:
- How to align service models with business strategy
- Practical strategies to achieve service quality excellence
- Enhancing soft skills & understanding your customer
- Proactively managing information security & risk
- IT service
- Service delivery
- Client services/support
- Service desk
- Technology service performance
- eLearning systems
- Relationship management
- Knowledge management
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2. Buy 1 ticket: Choose to attend Workshop A or B at no additional cost*
* You must contact the customer service team at 02 9239 5701 or customercare@criterionconferen
Attend to learn:
- Align service models with business strategy
- Achieve service quality excellence
- Enhance soft skills & understanding your customer
- Proactively manage information security & risk
Agenda Highlights
Day 1
Key Speakers
Queensland University of Technology
Chris is the Director of Information Technology Services at Queensland University of Technology, and is responsible for IT strategy, architecture, core applications and infrastructure supporting all aspects of university operations for more than 12,500 staff and 48,500 students.
He holds positions as a member on the Board of AARNet, Australia’s Education and Research Network telecommunications provider; the Board of QCIF (Queensland Cyber Infrastructure Foundation); Vice President of the Council of Australian University Directors of IT (CAUDIT) and member of the Board of Management of the Queensland University Directors of IT (QUDIT). Prior to his current role at QUT, Chris was the Director of ICT Shared Services at Monash University, and has held National and Asia Pacific leadership positions in Hewlett-Packard responsible for driving business strategy and plans, delivery of IT solutions and professional services, as well as supporting new business growth.
ANZ Bank
Tony has over 25 years’ experience in Consulting and Senior Management roles across Australia and Asia.He currently leads the Australian Division Services team, supporting our Australian Retail and Business and Private Bank (B&PB) businesses to better serve our 5 million retail customers and 500,000 business customers and is a member of the Australian Leadership Team.
Tony is responsible for leading and empowering a team of over 600 team members in key areas:
- Initiative Execution
- Business Assurance
- Strategy
- People Capability & Change
- Business Management
- ATM Distribution & Management
Tony is also co-leading the design and delivery of our New Ways of Working (NWOW) transformation and will become the Australia Division Transformation Lead in the NWOW operating model in early 2018.Tony joined ANZ in 2009 and has a track record in Strategy and Transformation. He led C&CB Transformation program which was responsible for building a centralised C&CB customer servicing capability.
His other roles held in ANZ include:
- Head of Business Execution C&CB
- Chief of Staff for the Group Managing Director, Commercial Banking
- President of the ANZ-Metrobank Cards Joint Venture in the Philippines, Metrobank Card Corporation
- Head of the SME Merchants with ANZ Merchant Services
- Executive Manager with ANZ Group Strategy
Before joining ANZ, Tony worked with Colonial Limited and also spent 10 years in investment banking and strategy consulting roles, including 5 years with the specialist strategy consulting group Braxton Associates (an affiliate of Deloitte).
National Institute of Education
Kris is the CIO of National Institute of Education, Singapore (NIE).
NIE is Singapore’s premier teacher education institute and the only recognized institution for teacher education. Established in 1950, the institute has played a key role in shaping and developing Singapore’s teaching workforce for the past 67 years.
NIE is an autonomous institute of Nanyang Technological University, Singapore (NTU). NTU has its own IT Division and CIO, and we work very closely with them to align our strategies and IT initiatives where applicable.
University of Tasmania
Jeff has been the Chief Information Officer with the University of Tasmania, since March 2012.
His early career was with in Police, Health and software and he later held CIO roles at Edith Cowan and Glasgow Caledonian Universities. Jeff is a Director of the Australian Academic Research Network and is Chair of the National Advisory Committee. He holds a Bachelor of Business Degree from the Curtin University and a Masters Degree from the University of Western Australia.
In 2017, his team has won six state and national awards for their services and projects and Jeff is ranked 11th in the top 50 Australian CIO’s.
Sponsors
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ServiceNowServiceNow was started in 2004 with the belief that getting simple stuff done at work can be easy, and getting complex multi‑step tasks completed can be painless.
From the beginning, ServiceNow envisioned a world where anyone could create powerful workflows to get enterprise work done. Today, ServiceNow is the cloud‑based platform that simplifies the way we work. ServiceNow software automates, predicts, digitizes and optimizes business processes and tasks, across IT, Customer Service, Security Operations, Human Resources and more, to create a better experience for your employees and customers while transforming your enterprise. ServiceNow is how work gets done.
For more information, visit: www.servicenow.com.
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What People Are Saying
Blog
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Date: 19 Apr 2018 By: Drew McCoy
Understanding your customer is one of the key drivers at this years University IT Service Strategy & Challenges conference. Let’s unpack what that means, and how we intend to address it! Experience. Be it of the customer, user or student variety. They’re more than just buzzwords, they reflect a core focus of higher education institutions …
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Date: 7 Feb 2018 By: Drew McCoy
Higher education has seen success following its digital transformation, with students, staff and employees being able to access organisational services from wherever they are using browser-based tools Bring Your Own Device (BYOD) offers employees and corporations countless benefits from increased efficiency to controlled costs on provisioning a mobile workforce and student body. However the complexity …
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Date: 7 Feb 2018 By: Lisa Nguyen
Each year, CAUDIT members participate in an annual survey to determine the most important IT topics in higher education and research across Australia and New Zealand. Recently, CAUDIT released their 2017 report, which identifies and ranks these areas of interest according to their significance. The CAUDIT Top Ten was devised to help shape the strategies …
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Date: 1 Feb 2018 By: Fiona Campbell
3 trillion dollars in IT investments predicted for 2018 Global IT spending is projected to total over $3.7 trillion USD this year, an increase of 4.5% from 2017, according to a recent forecast by Gartner Inc. New technologies are driving the increase in investment including major spending expected on artificial intelligence (AI), blockchain, Internet of …
Endorsers & Media Partners
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Regional Universities NetworkThe members of the Regional Universities Network deliver educational programs across regional Australia, the nation and internationally to over 110,000 students each year, including over 45,000 students studying externally.
Our members all have their headquarters in regional cities or towns and play a vital role in the development of their regional economies and communities.
We unlock the creativity, talent and potential of regional communities by making higher education fully accessible and achievable, enrolling higher concentrations of low socio-economic and Indigenous students than metropolitan universities.
We produce, retain and attract a broad range of qualified professionals needed for regional development and economic diversification and growth. We ensure a steady supply of teachers, nurses, allied health professionals, social workers and environmental scientists to underpin essential services in our regions.
We are actively building partnerships with TAFE and other training providers to enhance educational access and develop innovative models for meeting regional skill needs.
We train over 2,600 higher degree by research candidates each year and conduct world standard research that matters to regional communities, across a range of fields including: education; rural and remote health; sustainable business development; regional development; climate change adaptation; environment, plant and water sciences; agricultural and resource economics; geoscience; genetics and animal science.
We are leading the creation of regional knowledge hubs and technology parks, providing local access to infrastructure, technologies, research, knowledge and skills and stimulating start-up and growth of new businesses.
We play a lead role in enriching the social, cultural and environmental quality of life in regional Australia.
By strengthening regional Australia, our member universities help drive national success.