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
DVCs, C-level, Directors, Managers from tertiary education with responsibility for:
- IT service
- Service delivery
- Client services/support
- Service desk
- Technology service performance
- eLearning systems
- Relationship management
- Knowledge management
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).
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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Ruckus Wireless -
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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Tingle Tree -
Rimini Street -
D2LD2L believes learning is the foundation upon which all progress and achievement rests. Working closely with organisations globally, D2L has transformed the way millions of people learn online and in the classroom. Our Brightspace platform makes learning easy, flexible and smart. Brightspace is not like a traditional Learning Management System (LMS) ¾ it is easy to create engaging courses and content, integrate video, personalise learning, capture and share expertise across the organisation, and supports all mobile devices. Plus, Brightspace enables the future of learning with adaptive learning, intelligent agents, course interactives, full support for competency-based learning and world-leading learning analytics. Our clients report improved productivity, performance growth, lower turnover of employees, greater engagement and ultimately better business outcomes. Learn more about D2L for schools, higher education and businesses at www.D2L.com.
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Micro Focus -
Soft Bank Robotics -
Pacen CorpPacen Corp specialises in the distribution of Service Desk and Asset Management solutions throughout Australia, New Zealand and the Asia Pacific region. For more than twenty years, we have distributed our products directly to corporate, government, education, and non-for-profit organisations. We offer qualified practitioners in Change Management, Incident Management, Service Desk and ITIL “Best Practice” processes and procedures.
Partnering with global leaders in enterprise management, including BMC Software, EasyVista, ISL Online, Device42 and NeuxPower, we offer an extensive range of software related products and services designed to swiftly accommodate for the specific needs of our clients, and offer ongoing support throughout all stages of the product lifecycle.
We strive for a competitive advantage by creating a working environment that reflects such familial qualities as teamwork and the commitment to a common goal through a distinct emphasis on communication and specialisation. Benefits to business productivity and user experience are why organisations from the high end of town, government and emerging enterprise – organisations such as Charles Darwin University, BHP Billiton, Department of Defence, Guide Dogs Australia, Panasonic, and Moreland City Council – value the experience and expertise we bring to the table.
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ManageEngineAs the IT management division of Zoho Corporation, ManageEngine prioritizes flexible solutions that work for all businesses, regardless of size or budget.
ManageEngine crafts comprehensive IT management software with a focus on making your job easier.
With our 90+ products and free tools cover everything your IT needs, you can take complete control of your IT infrastructure and services—both on-premises and in the cloud—to bring out the best in students, staff, and faculty alike. -
Dell
What People Are Saying
Blog
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Date: 14 Jun 2018 By: Criterion Content Team
Improving the service quality across IT in universities is both a massive priority and infinitely easier said than done. There is no doubt that the industry features some truly brilliant people, working on some exceedingly clever and innovative projects. At the same time, however, the Michelin Man would be sweating in his sleep at the …
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Date: 14 Jun 2018 By: Criterion Content Team
One leg of our service desk triumvirate is Luke Shaw – Team Leader of the Information Technology Service Desk at the University of Newcastle. Aside from being a really nice guy, we’ve invited Luke along to discuss some of the initiatives that Newcastle have in place and how they’ve overcome specific challenges around the training …
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Date: 6 Jun 2018 By: Criterion Content Team
Every university has the occasional campfire worthy horror tale of service requests gone wrong. One of the delegates of our previous ITS in Tertiary Education conference shared the story the other day of a frustrating issue that had come to a head the previous week.“An academic service request came through with a relatively complicated software …
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Date: 6 Jun 2018 By: Criterion Content Team
At the 2017 ITS in Tertiary Education conference – Russell Murphy Transformation and Deployment Manager from ServiceNSW came along and shared with the delegates the ups downs and sideways of the transition toward an omnichannel contact centre at Service NSW. Some of the key points included: Prioritising the right channels for your organisation and your customer …
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.