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From inspiring keynotes to real-world business cases to next-gen technology sessions, learn best practices and market trends in AI-powered customer experience."> <meta name="keywords" content="customer experience, AI, future, innovation, CX"> <meta content="width=device-width,initial-scale=1.0,minimum-scale=1.0,maximum-scale=1.0,user-scalable=no" name="viewport"> <meta property="og:title" content="Refresh IT: Make IT Matter"/> <meta property="og:description" content="Embrace the changing IT landscape. 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Register for Refresh:IT London now! + refresh.freshservice.com/london.html" target="_blank"><img src="https://web.archive.org/web/20210224085512im_/https://freshservice.com/files/8214/3167/1935/social_twitter.png" alt="" class="t-share"></a> <a href="https://web.archive.org/web/20210224085512/http://www.facebook.com/share.php?u=refresh.freshservice.com/london.html" target="_blank"> <img src="https://web.archive.org/web/20210224085512im_/https://freshservice.com/files/5514/3167/1420/social_facebook.png" alt="" class="t-share"></a> <a href="https://web.archive.org/web/20210224085512/https://plus.google.com/share?url=refresh.freshservice.com/london.html" target="_blank"><img src="https://web.archive.org/web/20210224085512im_/https://freshservice.com/files/5214/3167/1421/social_google.png" alt="" class="t-share"></a> </div> <div class="header"> <div class="fs-logo-container"> <img src="https://web.archive.org/web/20210224085512im_/https://freshservice.com/assets/images/common/company/logos/logo-fservice-white-c133664a.svg" class="fs-logo"> </div> <div class="refresh-it-logo-container"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/RefreshIT-1c2010d5.png" class="refresh-it-logo"> </div> <div class="new-location-container"> <h3 class="location-header"> LONDON </h3> </div> <div class="event-details"> <div class="event-details-inner"> <div class="event-date"> <div class="event-date-inner"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Calendar-4b3bac81.png" width="24" height="25"> <span class="date">June 27, 2018 </span> </div> </div> <div class="event-locataion event-location-new event-location-mobile-margin"> <div class="event-location-inner"> <img class="timings-image" src="/web/20210224085512im_/http://refresh.freshservice.com/images/timings-2289cb2a.png" width="24" height="24"> <span class="date"> 1.00 PM - 5.00 PM </span> </div> </div> </div> </div> <h3 class="event-description">Choosing Your ITSM Future</h3> <p class="event-para">Stay tuned for key learnings</p> <div class="cta"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://freshservice.com/events/what-we-learned-refreshit-uk-2018-blog/?utm_source=FSRefresh&utm_medium=CTA" class="btn-red"> READ TAKEAWAYS </a> </div> </div> <div class="about-event" id="about-event"> <div class="about-event-inner"> <h3 class="feature-heading"> About the event </h3> <p class="feature-description">The ITSM landscape is changing. Technology has transformed the workplace, increasing employee expectations of the experience their IT departments provide. Part of this change has seen service desk and IT leaders presented with an increasing amount of choice. From new frameworks and ways of working, to how and where they deliver service, and how they communicate with the rest of the organisation - all of these choices help make up the overall experience they provide to end users.</p> <p> </p> <p class="feature-description">How do service desk teams cut through the noise and decide on the key priorities for their organisations? <strong><i>Choosing Your ITSM Future</i></strong> aims to provide informative discussion and debate around some of the choices facing IT departments today, so that delegates leave with a clearer idea of what their teams should be focusing on in their own future plans. </p> </div> </div> <div class="attend" id="attend"> <div class="l-page"> <h3 class="feature-heading">Why Attend?</h3> <div class="attend-inner-container"> <div class="attend-reasons fg-4"> <div class="attend-images-container"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/sf/discover-56f08f83.png" width="52" height="53"> </div> <h4 class="attend-questions"> Discover </h4> <p class="attend-answers">Discuss new service management use cases and best practices, and hear compelling customer success stories from IT leaders.</p> </div> <div class="attend-reasons fg-4"> <div class="attend-images-container"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Knowledge-e2d6d702.png" width="52" height="53"> </div> <h4 class="attend-questions"> Be inspired </h4> <p class="attend-answers">Hear actionable advice and tips on the future of IT from influencers and analysts, and map out what your own ITSM future should look like. </p> </div> <div class="attend-reasons fg-4 omega"> <div class="attend-images-container"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Network-d69aa5de.png" width="58" height="50"> </div> <h4 class="attend-questions"> Network </h4> <p class="attend-answers">Interact with peers and industry leaders about your IT challenges, and of course, have fun at the happy hour!</p> </div> </div> </div> </div> <div class="key-themes-section"> <h3 class="feature-heading">Key Themes</h3> <div class="theme"> <p>Frameworks and ways of working</p> </div> <div class="theme"> <p>Communication channels and the rise of chatbots & AI/ML</p> </div> <div class="theme"> <p>Product and tool selection</p> </div> <div class="theme"> <p>Tracking the performance of the service desk</p> </div> </div> <div class="speakers" id="speakers"> <h3 class="feature-heading">Speakers</h3> <div class="l-page"> <div class="speakers-inner-container"> <div class="induvidual-speaker " onclick="speakerPopup('1')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/steve-863ae3e3.jpg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Steve Morgan </p> <p class="speaker-description"> Director </p> <p class="speaker-description"> Syniad IT </p> <a class="bio">View Bio</a> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://uk.linkedin.com/in/stevemorgan" class="speaker-social-icons speaker-linkedin speaker-social-only"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/stevebmorgan?lang=en" class="speaker-social-icons speaker-twitter"></a> </div> </div> </div> <div class="induvidual-speaker " onclick="speakerPopup('2')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/stuart-e52a85d8.jpg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Stuart Rance </p> <p class="speaker-description"> Consultant, Trainer, Author </p> <p class="speaker-description"> Optimal Service Management Ltd. </p> <a class="bio">View Bio</a> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://uk.linkedin.com/in/stuartrance" class="speaker-social-icons speaker-linkedin"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/stuartrance?lang=en" class="speaker-social-icons speaker-twitter"></a> </div> </div> </div> <div class="induvidual-speaker " onclick="speakerPopup('4')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/venkat-077795ac.jpg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Venkat Balasubramanian </p> <p class="speaker-description"> Senior director, Product management </p> <p class="speaker-description"> Freshservice, Freshworks </p> <a class="bio ">View Bio</a> <div class="social-icon-outer"> <a href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/bvramanan7/" target="_blank" class="speaker-social-icons speaker-linkedin"></a> </div> </div> </div> </div> <div class="speakers-inner-container"> <div class="induvidual-speaker " onclick="speakerPopup('3')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/stephen_mann-1e8c7850.jpg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Stephen Mann </p> <p class="speaker-description"> Principal Analyst and Content Director </p> <p class="speaker-description"> ITSM.tools </p> <a class="bio ">View Bio</a> <div class="social-icon-outer"> <a target="_blank" class="speaker-social-icons speaker-linkedin" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/stephenamann"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/stephenmann" class="speaker-social-icons speaker-twitter"></a> </div> </div> </div> <div class="induvidual-speaker " onclick="speakerPopup('6')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/SimonMcKenzie-2014a5d8.jpg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Simon McKenzie </p> <p class="speaker-description"> IT Service Delivery Manager </p> <p class="speaker-description"> Premier Foods </p> <a class="bio ">View Bio</a> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://uk.linkedin.com/in/simon-mckenzie-3a691a12" class="speaker-social-icons speaker-linkedin"></a> </div> </div> </div> <div class="induvidual-speaker " onclick="speakerPopup('5')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/duncan-02512c2c.jpg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Duncan Watkins </p> <p class="speaker-description"> Senior Consultant </p> <p class="speaker-description"> Forrester, UK </p> <a class="bio ">View Bio</a> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/duncanwatkins" class="speaker-social-icons speaker-linkedin"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/duncanwatkins?lang=en" class="speaker-social-icons speaker-twitter"></a> </div> </div> </div> </div> <div class="speakers-inner-container"> <div class="induvidual-speaker " onclick="speakerPopup('8')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/andrew-7caaaea3.jpg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Andrew Humphrey </p> <p class="speaker-description"> Head of Service Management </p> <p class="speaker-description"> Auto Trader, UK </p> <a class="bio ">View Bio</a> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/andrew-humphrey-82428ba/" class="speaker-social-icons speaker-linkedin"></a> </div> </div> </div> <div class="induvidual-speaker " onclick="speakerPopup('9')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/simon_johnson-6917088c.jpg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Simon Johnson </p> <p class="speaker-description"> General Manager, UK&I </p> <p class="speaker-description"> Freshworks </p> <a class="bio ">View Bio</a> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/simonjpublic/" class="speaker-social-icons speaker-linkedin"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/simjoh " class="speaker-social-icons speaker-twitter"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.facebook.com/simon.dba?fref=ts" class="speaker-social-icons speaker-facebook"></a> </div> </div> </div> <div class="induvidual-speaker " onclick="speakerPopup('10')"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Sooraj-707d9ada.jpeg" class="speaker-image"> <div class="speaker-details"> <p class="speaker-name"> Sooraj Shah </p> <p class="speaker-description"> Freelance Technology Journalist </p> <a class="bio ">View Bio</a> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/soorajshah/" class="speaker-social-icons speaker-linkedin"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/Sooraj_Shah" class="speaker-social-icons speaker-twitter"></a> </div> </div> </div> </div> </div> </div> <div class="agenda" id="agenda"> <div class="l-page"> <h3 class="feature-heading"> Agenda </h3> <section class="timeline"> <div class="event"> <div class="timeline-time"> 1.00 pm <span class="event-circle"></span> </div> <div class="event-info"> <div class="event-info-inner"> <h5 class="timeline-event timeline-event-first-last"> Registration & Lunch </h5> <p class="timeline-author" style="min-height: 17px;"> </p> </div> </div> </div> <div class="event"> <div class="timeline-time"> 1.30 pm <span class="event-circle"></span> </div> <div class="event-info"> <div class="event-info-inner"> <h5 class="timeline-event middle"> Introduction and welcome <span class="right-arrow"> <div class="down-arrow-grey-container"> <img class="down-arrow down-arrow-grey" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow_grey-0f75846e.png"> </div> <div class="down-arrow-pink-container"> <img class="down-arrow down-arrow-pink" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow-f5e5dcaa.png"> </div> </span> </h5> <p class="dropdown-para"> Check this space for updates soon. </p> <p class="timeline-author"> <span class="speaker-bold">Speaker: </span>Simon Johnson - General Manager, UK&I, Freshworks</p> </div> </div> </div> <div class="event"> <div class="timeline-time"> 1.45 pm <span class="event-circle"></span> </div> <div class="event-info "> <div class="event-info-inner"> <h5 class="timeline-event middle"> Panel Discussion: VeriSM & ITIL Updates - How the Changing Landscape Demands New Approaches <span class="right-arrow"> <div class="down-arrow-grey-container"> <img class="down-arrow down-arrow-grey" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow_grey-0f75846e.png"> </div> <div class="down-arrow-pink-container"> <img class="down-arrow down-arrow-pink" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow-f5e5dcaa.png"> </div> </span> </h5> <p class="dropdown-para"> Check this space for updates soon. </p> <p class="timeline-author"> <span class="speaker-bold">Panelists: </span>TBC </p> </div> </div> </div> <div class="event"> <div class="timeline-time middle"> 2.30 pm <span class="event-circle"></span> </div> <div class="event-info "> <div class="event-info-inner"> <h5 class="timeline-event middle"> Panel Discussion: Chatbots & AI/ML - A Consideration for Now, or Later? <span class="right-arrow"> <div class="down-arrow-grey-container"> <img class="down-arrow down-arrow-grey" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow_grey-0f75846e.png"> </div> <div class="down-arrow-pink-container"> <img class="down-arrow down-arrow-pink" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow-f5e5dcaa.png"> </div> </span> </h5> <p class="dropdown-para"> Check this space for updates soon. </p> <p class="timeline-author"> <span class="speaker-bold">Panelists: </span>Steve Morgan - Director, Syniad IT, Venkat Balasubramanian - Senior director, Product management - Freshservice, Freshworks </p> </div> </div> </div> <div class="event"> <div class="timeline-time"> 3.15 pm <span class="event-circle"></span> </div> <div class="event-info"> <div class="event-info-inner"> <h5 class="timeline-event middle"> Break </h5> <p class="timeline-author"> <span class="speaker-bold"> </span> </p> </div> </div> </div> <div class="event"> <div class="timeline-time"> 3.30 pm <span class="event-circle"></span> </div> <div class="event-info "> <div class="event-info-inner"> <h5 class="timeline-event middle"> Keynote: Product Selection - Options in the Market and Defining Your Needs <span class="right-arrow"> <div class="down-arrow-grey-container"> <img class="down-arrow down-arrow-grey" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow_grey-0f75846e.png"> </div> <div class="down-arrow-pink-container"> <img class="down-arrow down-arrow-pink" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow-f5e5dcaa.png"> </div> </span> </h5> <p class="dropdown-para"> Check this space for updates soon. </p> <p class="timeline-author"> Stephen Mann - Principal Analyst and Content Director, ITSM.tools</p> </div> </div> </div> <div class="event"> <div class="timeline-time"> 4.15 pm <span class="event-circle"></span> </div> <div class="event-info "> <div class="event-info-inner"> <h5 class="timeline-event middle"> Audience voted session (vote for the session you want to hear when you register) <span class="right-arrow"> <div class="down-arrow-grey-container"> <img class="down-arrow down-arrow-grey" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow_grey-0f75846e.png"> </div> <div class="down-arrow-pink-container"> <img class="down-arrow down-arrow-pink" src="/web/20210224085512im_/http://refresh.freshservice.com/images/down_arrow-f5e5dcaa.png"> </div> </span> </h5> <p class="dropdown-para"> Check this space for updates soon. </p> <p class="timeline-author"> <span class="speaker-bold">Speaker: </span> Stuart Rance - Owner, Optimal Service Management</p> </div> </div> </div> <div class="event"> <div class="timeline-time"> 5.00 pm onwards <span class="event-circle"></span> </div> <div class="event-info last"> <div class="event-info-inner"> <h5 class="timeline-event middle"> Drinks and networking </h5> </div> </div> </div> </section> </div> </div> <div class="location" id="location"> <h3 class="feature-heading" style="text-transform: capitalize;">Venue</h3> <div class="iframe-container"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.google.co.in/maps/place/The+Last+Drop/@51.538516,-0.0120508,15z/data=!4m5!3m4!1s0x0:0x3a3202d7e51d46c7!8m2!3d51.538516!4d-0.0120508"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/map-web-2fe51212.jpg" alt="Location" style="width: 100%;" class="location-desktop"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/map-mobile-e40fec5e.jpg" alt="Location" class="location-mobile"> <span class="card"> <h7>The Last Drop, <br/>Queen Elizabeth Olympic Park</h7> <span> 5 Thornton Street, </span><span>London E20 2AD, UK </span> <span class="viewmap" style="color:#f84d74;display: block;margin-top: 20px;">View Map 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Stuart is an examiner for RESILIA and ITIL, and teaches these as well as CISSP and many other topics.</p> </div> </div> </div> </div> <div class="speaker-popup first-row" style="display: none;" id="speaker-4"> <a class="close speaker-close" href="#"><span><img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Cross-6b1ab8d4.png" width="17" height="17" alt="close"></span></a> <div class="speaker-popup-inner"> <h3 class="feature-heading shrink">Speaker Bio</h3> <div class="speaker-popup-left"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/venkat-077795ac.jpg"> <p class="speaker-popup-speaker-name">Venkat Balasubramanian</p> <p class="speaker-popup-speaker-experience">Senior director, Product management</p> <p class="speaker-popup-speaker-experience">Freshservice, Freshworks</p> <div class="social-icon-outer"> <a href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/bvramanan7/" target="_blank" class="speaker-social-icons speaker-linkedin"></a> </div> </div> <div class="speaker-popup-right"> <div class="scrollable"> <p>Venkat Balasubramanian is the Senior Director of Product Management for Freshservice – a leading, cloud-based ITSM solution with over 10000+ customers worldwide. In this role, he drives the product strategy for Freshservice that enables IT service/operations teams to maximize productivity, improve service quality to beyond end-user expectations and deliver sustainable business value. Prior to Freshservice, he spent over 12+ years in product/platform development roles with internet companies like Yahoo! & AOL.</p> </div> </div> </div> </div> <div class="speaker-popup first-row" style="display: none;" id="speaker-3"> <a class="close speaker-close" href="#"><span><img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Cross-6b1ab8d4.png" width="17" height="17" alt="close"></span></a> <div class="speaker-popup-inner"> <h3 class="feature-heading shrink">Speaker Bio</h3> <div class="speaker-popup-left"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/stephen_mann-1e8c7850.jpg"> <p class="speaker-popup-speaker-name">Stephen Mann</p> <p class="speaker-popup-speaker-experience">Principal Analyst and Content Director</p> <p class="speaker-popup-speaker-experience">ITSM.tools</p> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/stephenamann" class="speaker-social-icons speaker-linkedin"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/stephenmann" class="speaker-social-icons speaker-twitter"></a> </div> </div> <div class="speaker-popup-right"> <div class="scrollable"> <p>Stephen is Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. He is also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.</p> <p>Stephen previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.</p> </div> </div> </div> </div> <div class="speaker-popup third-row" style="display: none;" id="speaker-6"> <a class="close speaker-close" href="#"><span><img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Cross-6b1ab8d4.png" width="17" height="17" alt="close"></span></a> <div class="speaker-popup-inner"> <h3 class="feature-heading shrink">Speaker Bio</h3> <div class="speaker-popup-left"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/SimonMcKenzie-2014a5d8.jpg"> <p class="speaker-popup-speaker-name"> Simon McKenzie </p> <p class="speaker-popup-speaker-experience">IT Service Delivery Manager</p> <p class="speaker-popup-speaker-experience">Premier Foods</p> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://uk.linkedin.com/in/simon-mckenzie-3a691a12" class="speaker-social-icons speaker-linkedin"></a> </div> </div> <div class="speaker-popup-right"> <div class="scrollable"> <p>Simon is currently responsible for all production services operating within a SIAM model. Simon has 17+ years experience working in a variety of IT departments utilising ITIL methodologies in both UK and global companies.</p> </div> </div> </div> </div> <div class="speaker-popup third-row" style="display: none;" id="speaker-5"> <a class="close speaker-close" href="#"><span><img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Cross-6b1ab8d4.png" width="17" height="17" alt="close"></span></a> <div class="speaker-popup-inner"> <h3 class="feature-heading shrink">Speaker Bio</h3> <div class="speaker-popup-left"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/duncan-02512c2c.jpg"> <p class="speaker-popup-speaker-name"> Duncan Watkins</p> <p class="speaker-popup-speaker-experience">Senior Consultant</p> <p class="speaker-popup-speaker-experience">Forrester, UK</p> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/duncanwatkins" class="speaker-social-icons speaker-linkedin"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/duncanwatkins?lang=en" class="speaker-social-icons speaker-twitter"></a> </div> </div> <div class="speaker-popup-right"> <div class="scrollable"> <p>Duncan is a Senior Consultant within Forrester's Business Technology service delivery consulting practice. He is an experienced IT Service Management professional who has worked in consulting, banking, publishing and telecoms companies. As well as IT Service Management, he has extensive experience in Information Security and Programme and Project Management.</p> </div> </div> </div> </div> <div class="speaker-popup third-row" style="display: none;" id="speaker-8"> <a class="close speaker-close" href="#"><span><img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Cross-6b1ab8d4.png" width="17" height="17" alt="close"></span></a> <div class="speaker-popup-inner"> <h3 class="feature-heading shrink">Speaker Bio</h3> <div class="speaker-popup-left"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/andrew-7caaaea3.jpg"> <p class="speaker-popup-speaker-name"> Andrew Humphrey</p> <p class="speaker-popup-speaker-experience">Head of Service Management</p> <p class="speaker-popup-speaker-experience">Auto Trader, UK</p> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/andrew-humphrey-82428ba/" class="speaker-social-icons speaker-linkedin"></a> </div> </div> <div class="speaker-popup-right"> <div class="scrollable"> <p>Andrew is the Head of Service Management at Auto Trader, the largest digital automotive marketplace in the UK.</p> <p>As Auto Trader has transformed from a traditional print organisation to a purely digital one, Andrew has led changes in Service Management, blending different approaches such as ITIL, Lean, Agile to drive the business forward.</p> <p>Andrew is a contributing author for the book: VeriSM – A Service management approach for the digital age.</p> </div> </div> </div> </div> <div class="speaker-popup third-row" style="display: none;" id="speaker-9"> <a class="close speaker-close" href="#"><span><img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Cross-6b1ab8d4.png" width="17" height="17" alt="close"></span></a> <div class="speaker-popup-inner"> <h3 class="feature-heading shrink">Speaker Bio</h3> <div class="speaker-popup-left"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/london/simon_johnson-6917088c.jpg"> <p class="speaker-popup-speaker-name"> Simon Johnson</p> <p class="speaker-popup-speaker-experience">General Manager, UK&I</p> <p class="speaker-popup-speaker-experience">Freshworks</p> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/simonjpublic/" class="speaker-social-icons speaker-linkedin"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/simjoh " class="speaker-social-icons speaker-twitter"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.facebook.com/simon.dba?fref=ts" class="speaker-social-icons speaker-facebook"></a> </div> </div> <div class="speaker-popup-right"> <div class="scrollable"> <p>Simon is the UK&I General Manager at Freshworks, heading up the company’s operations and revenue strategy for the UK and Ireland. Prior to Freshworks Simon has led global sales teams for Microsoft and Oracle. Simon is a Dad of two boys, and a keen sportsman, having completed marathons and played football at a high level.</p> </div> </div> </div> </div> <div class="speaker-popup third-row" style="display: none;" id="speaker-10"> <a class="close speaker-close" href="#"><span><img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Cross-6b1ab8d4.png" width="17" height="17" alt="close"></span></a> <div class="speaker-popup-inner"> <h3 class="feature-heading shrink">Speaker Bio</h3> <div class="speaker-popup-left"> <img src="/web/20210224085512im_/http://refresh.freshservice.com/images/Sooraj-707d9ada.jpeg"> <p class="speaker-popup-speaker-name"> Sooraj Shah</p> <p class="speaker-popup-speaker-experience">Freelance Technology Journalist</p> <div class="social-icon-outer"> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://www.linkedin.com/in/soorajshah/" class="speaker-social-icons speaker-linkedin"></a> <a target="_blank" href="https://web.archive.org/web/20210224085512/https://twitter.com/Sooraj_Shah" class="speaker-social-icons speaker-twitter"></a> </div> </div> <div class="speaker-popup-right"> <div class="scrollable"> <p>Sooraj is a freelance technology journalist focusing on all things IT. He regularly interviews CIOs and other IT leaders for the likes of New Statesman Tech, Computing, Computer Weekly and Diginomica, with a focus on big data, AI, machine learning, cyber security, IoT, ITSM and DevOps.</p> </div> </div> </div> </div> <div class="speaker-overlay"></div> <style> .header{ background-image: url(/web/20210224085512im_/http://refresh.freshservice.com/images/london/london-web-daa56de1.jpg); background-position: top; } .future-events-container{ display: none; } .past-events-container{ padding: 45px 0 60px; } .event-date,.event-location{ margin-left: -24px; } @media(max-width: 600px){ .header{ background-image:url(/web/20210224085512im_/http://refresh.freshservice.com/images/london/london-location-mobile-6c2a336d.png); } .past-events-container{ padding: 15px 0; } .event-date,.event-location{ margin-left: 0; } .event-details-inner{ max-width: 330px; margin: 0 auto; } .event-date,.event-location{ width: 49%; margin-left: 0; display: inline; float: none; } .date,.location{ font-size: 13px; } .event-date-inner,.event-location-inner{ display: inline; } .event-location-new{ width: 49%; display: inline; } .event-date{ margin-right: 30px; } .event-date img{ margin-left: 0; } .event-details-inner .date{ top: -4px; } } </style> <script src="/web/20210224085512js_/http://refresh.freshservice.com/javascripts/jquery-3.1.0.min-c72c1735.js"></script> <script src="/web/20210224085512js_/http://refresh.freshservice.com/javascripts/jquery.validate.min-10ffc4f8.js"></script> <script src="/web/20210224085512js_/http://refresh.freshservice.com/javascripts/geoip2-e3552a39.js"></script> <script src="/web/20210224085512js_/http://refresh.freshservice.com/javascripts/all-d90ea574.js"></script> <script>var fc_JS=document.createElement('script');fc_JS.type='text/javascript';fc_JS.src='https://web.archive.org/web/20210224085512/https://assets1.freshchat.io/production/assets/widget.js?t='+Date.now();(document.body?document.body:document.getElementsByTagName('head')[0]).appendChild(fc_JS); window._fcWidgetCode='D57YYXK78Y';window._fcURL='https://web.archive.org/web/20210224085512/https://freshservicechat.freshchat.io';</script> </body> </html>