Overview
The 7th University IT Service Strategy & Challenges conference is here to help you excel in this rapidly changing IT service delivery and support world, by enabling you to uncover the future challenges and opportunities facing your organisation. Disrupt how you think about ITSM, make change BAU and position IT as a driver of change to deliver service quality excellence.
Benefits of attending
- Understand disruptive technologies & the impact to ITSM
- Embed continual service improvement as the day to day to prevent change fatigue
- Learn how to develop & maintain effective partnerships to deliver exceptional support services
- Re-think your ITSM model to improve the quality of service IT provides
- Upskill, develop & grow your team to prepare them for how roles are changing
- Improve your customers’ relationship with the service desk
Tertiary Education providers with the following roles & responsibilities:
- Chief Information Officer
- Chief Technology Officer
- Chief Digital Officer
- Information Technology Heads
- Director of ITS
- Director of Client Services
- Director of Service Delivery
Benefits of attending
- Learn how to harness evolving technology & keep pace with business change
- Re-think your ITSM model to improve service quality
- Build the skills & capability of your ITS team
- Ensure your strategy is client centred & fit for purpose
Agenda Highlights
Day 1
Key Speakers
Flinders University
Senior Executive with a Master of Business Administration MBA, Certified ITIL Expert and more than 20 years’ track record of leading teams to deliver on operational requirements, exceeding customer expectations and ensuring the on-time delivery of business solutions while identifying opportunities for improvement and growth.
Feisar is dedicated to developing the client experience through strong advocacy for the customer experience, working closely with users, industry organizations, government agencies and IT luminaries. His approach to service management boosts value to his organization as well as to clients and users. As Associate Director Client Services, Feisar provides strategic and high-level
leadership to the Client Services group within Information and Digital Services (IDS). Primary responsible for ensuring IDS client services are cost effective delivered to agreed service standards. Feisar drives service delivery and relationship management to all the Colleges and Corporate Services divisions of the university.
Responsible for all client support services, manage strategic internal and vendor relationships, drive service improvement initiatives, drive customer service standards and manage financial performance. He leads a team of professional staff through change while ensuring appropriate service support frameworks, models, processes, environment, technology and expertise is ideally balanced in order to deliver high quality services. Feisar is passionate about transforming an organization’s culture and customer experience.
Massey University, NZ
Dr Valentine has held several roles in the New Zealand education sector, including in tertiary education and corporate learning and development, ranging from chief executive officer of two industry training organisations to provision of consultancy and advice to the public and private sectors, as well as company directorships.
Most recently, Dr Valentine has consulted in the area of digital transformation in education for the Ministry of Education and for tertiary education providers. These assignments have all covered the strategy, engagement, business and change capability-building impacts of digital transformation.
She holds a Doctor of Information Technology (Queensland University of Technology, Australia), a Master of Business Administration (Henley Business School, England), and a Diploma of Business Studies (Training and Development) from Massey University.
Monash University
Lindsay provides strategic leadership, planning and partnership for the CIO Portfolio at Monash University, Australia. He drives growth and alignment across the CIO Portfolio to ensure Monash University has the technology capability to continually transform. Lindsay has expertise and speaks internationally on topics including scaled agile methodologies, business relationship management, strategy, large scale portfolio, program and change management, and education technologies.
Sponsors
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ICT NetworksIf you work in an IT role at a school or university, chances are you know all about the challenges of keeping wi-fi running smoothly. From speed and coverage issues to making time for fiddly maintenance tasks, every day seems to present a new difficulty.
You’re not alone. In their experience, most Australian education institutions have trouble with wi-fi performance. The good news is that it doesn’t need to be this way. AI-driven wireless networking management solves all of these problems and more.
ICT Networks has built a strong reputation for helping customers improve network performance by reducing complexity. That’s why they’re proud to partner with Mist, a standout leader in AI-driven wireless innovation, to bring Australia’s education providers and institutions into a new era of network management.
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Palisade CompliancePalisade Compliance is the world’s leading independent provider of solutions and advice for Oracle software and cloud licensing, contracting, cost reduction, and compliance.
Palisade Compliance assists businesses, to proactively manage their Oracle estate, saving them large amounts of money and IT resources, and reducing their business risk.
Totally independent of Oracle and its subsidiaries – they are not a reseller or a third-party vendor. This independence, combined with their expertise and worldwide reputation, means they can act in your best interest, and provide you with the most reliable strategic advice that will help you take back control of your relationship with Oracle.
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FreshworksFreshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales, and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360-degree view of relevant customer information internally.
Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks is a 1,800+ team headquartered in San Mateo, California, with global offices in India, UK, Australia, and Germany. The company’s cloud-based suite is widely used by over 150,000 businesses around the world, including Harvey Norman, Honda, Hugo Boss, University of Sydney, Toshiba, and Cisco.
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SimplusSimplify Your Salesforce Journey
Simplus provides digital transformation across the entire Salesforce ecosystem through advisory, implementation, change management, custom configuration and managed services. As a Platinum Salesforce Partner, Simplus uses leading cloud solutions to help clients achieve a strategic vision, improve performance and increase value to stakeholders. With more than 4,500 successful projects and a customer satisfaction rating in the top 1 percent of all Salesforce partners, Simplus helps organisations improve, innovate and grow. -
TOPdeskAt TOPdesk, they have one simple goal: helping organizations like yours create spectacular customer experiences. Over 25 years ago, they launched a simple ticketing tool for IT helpdesks. Today, they still make great software for managing calls – and everything else you’ll need for enterprise service management. But it’s their people that add that extra zing: helping their customers offer great customer experiences by working together throughout their organization.
Happy customers are the goal of every organization in the education system. That’s why they’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: their software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk, with many years of experience in the education system, is here to help. Join over 100 other universities and 400+ higher and further education institutions that choose TOPdesk. -
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MaserMaser NetworkiQ’s new range of Secure Data Centric Solutions feature partners Centrify, Pure Storage, Cohesity and Splunk.
Cyber hackers no longer ‘hack-in’, they log in, and Centrify’s Zero Trust Privilege approach redefines legacy Privileged Access Management (PAM). Organizations must discard the old model of “trust but verify” and adopt a “never trust, always verify, enforce least privilege” approach to privileged access.
Pure’s Data-Centric Architecture provides all the storage services you need to consolidate everything. Employing all-flash shared storage to power your databases, VMs, containers, analytics, and apps.
Cohesity transforms complex infrastructure with their elegant DataPlatform that eliminates secondary storage silos with a single, purpose-built hyperconverged platform, cutting TCO by 80% and improving efficiency. Cohesity is the only modern
backup solution to offer a comprehensive solution against ransomware attacks by offering a unique multi-layer (Prevent, Detect and Respond) approach.Splunk provides organisations with a complete view of your business in real time, turning data into business outcomes, and embracing technologies that prepare you for a data-driven future. Importantly, Splunk is dedicated to keeping your data secure and private — adhering to global and industry compliance initiatives.
To learn more about Maser NetworkiQ please visit the website below or find Kevin Redmond at the conference.
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LenovoLenovo is a Fortune Global 500 company, with 57,000 employees and operating in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that create a more inclusive, trustworthy and sustainable digital society. By designing, engineering and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation – to create better experiences and opportunities for millions of customers around the world. For more information, visit thinkfwd.com.au.
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Fuji XeroxFuji Xerox Australia is part of a world leading enterprise for business process and document management solutions. They are proud to serve many Australian tertiary institutions with their broad portfolio of document technology, services, software and supplies.
From digitising document processes to helping improve the way you attract and retain students, Fuji Xerox has the expertise to complete your digital transformation.
They draw on a wealth of experience in digitising and transforming information channels for a range of academic institutions, and offer a variety of solutions to streamline your processes. By achieving a secure, compliant, and cost-effective outcome, your institution can focus on its core purpose of providing an exceptional education for students.
To ensure a brighter future for every Australian student, Fuji Xerox Australia has implemented a number of sustainability practices throughout the business. These forward-focused initiatives have contributed to Fuji Xerox Australia winning awards from the United Nations and the Banksia Environmental Foundation.
To learn more call 13 14 12 or visit the website below.
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Alcatel-Lucent Enterprise
What People Are Saying
Blog
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Date: 18 Jul 2019 By: Criterion Content Team
Universities are facing increasing pressure with growing student numbers, undertaking digital transformation and protecting sensitive information. An attack on a major Australian university last month compromised the details of approximately 200,000 people. The unauthorised access dates back 19 years but was only detected in June this year. The Vice-Chancellor said there was unauthorised access to significant …
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Date: 9 Nov 2018 By: Ash Natesh
Criterion Conference’s 5th University IT Service Strategy & Challenges conference ran in Melbourne over the 24th & 25th October. Five years into the series, the 2018 event brought together some familiar faces – and welcomed some fresh ones too. One of the most consistent themes throughout the course of the 2 days was the importance …
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Date: 1 Aug 2018 By: Patricia McMillan
If you’re leading a digital transformation program or any kind of change, you know that one of the first things you need to do is gain support for the idea. You need to get a critical mass of key people to recognise that there’s a need to do things differently. John Kotter, author of Leading Change, …
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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 …
Endorsers & Media Partners
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Regional Universities NetworkThe Regional Universities Network (RUN) is a network of seven universities with headquarters in regional Australia and a shared commitment to playing a transformative role in their regions.
Through their educational and research contributions to regional economic, social, cultural and environmental development, the RUN member universities play an important and distinctive role in advancing Australia’s national prosperity, productivity and identity.
The Network was established in October 2011. The foundation members are CQUniversity, Southern Cross University, Federation University Australia, University of New England, University of Southern Queensland and University of the Sunshine Coast. Charles Sturt University joined the Network on 29 May 2019.