SITS13: SDI and Cherwell Software unveil new white paper research on service desk metrics

With just over one week until the show opens, the organiser of SITS – The Service Desk & IT Support Show has today revealed several exclusive survey results from its official new white paper – ‘Demonstrating service desk value through more meaningful metrics’, in conjunction with SDI and Cherwell Software, which will launch at the first of the event’s annual executive Breakfast Briefings on Tuesday 23 April at London’s Earls Court.

The annual business forum for sharing ideas and innovations within the ITSM and ITSSM communities, SITS’s much-anticipated Breakfast Briefings, which kick off at 8.30am on both days of the show, provide top-level IT professionals with an unrivalled opportunity to discover the latest research and ideas that they need to meet the unique challenges of their rapidly evolving industry.

Accompanied by complimentary refreshments, the Breakfast Briefings provide a motivating start to each show day, and are designed to leave attendees with plenty of food for thought.  ‘Demonstrating service desk value through more meaningful metrics’, the first of this year’s briefings, is hosted by an expert panel, including Howard Kendall, founding director and chairman of  of SDI (the Service Desk Institute), Tony Probert from Cherwell Software, Rosh Hosany from AllianceBernstein, and Dean Coleman from UKN Group.

A vital measure of any successful Service Desk, this session on metrics will explore the current ‘state of the nation’, highlighting which metrics are being used by service desks, and which are most useful.

“In today’s competitive economy every Service Desk should know its cost base and seek to make itself more effective and productive,” says Howard Kendall.

According to the latest research being revealed in full at this year’s show, 50% of businesses make decisions based on metrics, whilst 53% of Service Desks believe sharing metrics reports has improved their relationship with the business.  However, despite increasing pressure to demonstrate the value they deliver to business, 40% of service desk professionals/respondents are still not currently measuring any business value metrics; and 13% of businesses do not ask to see any metrics.  In response to these research findings, topics covered in the session will include how metrics can keep pace with ever evolving IT demands; how to create reports that prove value; and aligning metrics with business and IT goals.

Complimentary copies of this year’s white paper will also be available from Cherwell Software (stand 700) and the SDI (stand 100) after the briefing.

For day two of the show, Wednesday’s Breakfast Briefing (8.30am on 24 April) shifts the spotlight to the complex issue of business user satisfaction in ‘Creating happy users: the new focus for IT?’.  With recent research from Forrester showing that two-thirds of business users are unhappy with what IT delivers, expert panellists from Axios Systems and Forrester will offer key insights into how to reverse this trend and deliver a first rate service to all.  Topics to be covered include how to gauge business user satisfaction, overcoming communication barriers, identifying what users want and need, and measuring the success of IT services.

Due to their expected popularity, event organiser Diversified Business Communications UK is urging prospective visitors wishing to attend any of these briefings to confirm their attendance as soon as possible by pre-registering for SITS – The Service Desk & IT Support Show free in advance at  (Please note, all places for briefings are allocated on a first-come-first-served basis.)

Visitors arriving at Earls Court for show open (9.30am) will also benefit from first pick of this year’s SITS – The Service Desk & IT Support Show’s Hot Topic Roundtable Discussions (sponsored by TechExcel).  A central hub for sharing experiences and expertise between industry peers, the Hot Topic Zone features expert facilitators leading topical discussions on a host of subjects; including Blending in-house and managed services; Agile ITSM; Financial management – doing more for less; Unlock the service catalogue; Key considerations for upgrading a service desk system; ITIL clinic; How to create and sustain a proactive service desk; and the consumerisation of IT (BYOD, enterprise app stores & self service).

With a choice of twelve small group sessions, across three Hot Topic Zones each day, visitors can sign up to the session(s) of their choice (space permitting) and fine-tune their show agenda to suit their individual responsibilities and needs.

The event’s organiser Diversified Business Communications UK has also recently launched a brand new SITS – The Service Desk & IT Support Show 2013 web app, which has been designed to provide attendees with everything they need before, during and after their visit; including a map to the venue, exhibitor details, a floor plan and seminar listings.  The app is available to download direct from

To view the full education programme, please visit

To register for free entry to SITS13, visit quoting priority code SITS177 (  SITS – The Service Desk & IT Support Show attendees also benefit from free access to Infosecurity Europe 2013, Europe’s No.1 information security event, co-located at Earls Court.


Media enquiries & press pass requests to:
Emma-Louise Jones, PR Manager

t: 44 (0)1273 645134                 e:

Exhibitor enquiries to:
Laura Venables, Group Event Manager of SITS

t: 44 (0)1273 645138                 e:


SITS – The Service Desk & IT Support Show in London was shortlisted for Best UK Trade Show Exhibition (under 2,000m2) at the Association of Event Organisers (AEO) Excellence Awards in 2012. 

Diversified Business Communications UK Ltd (Diversified UK) is a fast growing trade event organiser and publisher based in Brighton, Sussex, and Nailsworth, Glos.  In addition to SITS – The Service Desk & IT Support Show in London, Diversified UK’s portfolio includes SITS Europe in Berlin (new for 2014); Ocean Business; office*; Natural & Organic Products Europe; Natural Products Scandinavia; Nordic Organic Food Fair (new for 2013); lunch!; Casual Dining (new for 2014); camexpo; Natural Products magazine; and the Natural Beauty Yearbook.

Diversified UK is part of Diversified Business Communications, a leading international media company with a successful portfolio of sector leading exhibition, conferences, publications and websites. 


About Us

Diversified Communications UK Ltd (Diversified UK) is a fast growing trade event organiser and publisher based in Brighton, Peterborough, Leamington Spa, and Nailsworth, Glos. Its brand portfolio includes: • Casual Dining (24-25 February 2016, Business Design Centre, London) • British Tourism & Travel Show - Best of Britain & ireland (16-17 March 2016, NEC, Birmingham) • Ocean Business, Offshore Survey Conference & Ocean Careers (April 2017, National Oceanography Centre, Southampton) • Natural & Organic Products Europe (17-18 April 2016, ExCeL, London) • Geo Business (24-25 May 2016, Business Design Centre, London) • SITS - The IT Service Management Show (8-9 June 2016, Olympia, London) • MARELEC International Marine Electromagnetics conference • lunch! (24-25 September 2015, Business Design Centre, London) • camexpo (26-27 September 2015, Olympia National Hall, London) • Coach & Bus Live (30 September - 1 October, 2015, NEC, Birmingham) • office* (13-14 October 2015, Olympia National Hall, London) • Natural Products Scandinavia & Nordic Organic Food Fair (1-2 November 2015, MalmöMassan, Sweden) & • Euro Bus Expo (1-3 November 2016, NEC, Birmingham) • Natural Products is Britain’s leading trade magazine for the natural and organic products industry ( • The Natural Beauty Yearbook is the UK’s only dedicated trade guide to the natural and organic beauty and personal care market ( • Ocean Buzz is the weekly ocean technology eNewsletter providing the latest news and information from the industry ( • is a news, comment and discussion site dedicated to connecting, informing and learning within the ITSM community ( • Route One is the market-leading coach and bus industry weekly magazine ( • Coach Monthly is the leading magazine for the coach tourism community, read by coach operators, tour planners and industry professionals ( • Route One is the market-leading coach and bus industry weekly magazine ( Diversified UK is part of Diversified Communications, a leading international media company providing market access, education and information through global, national and regional face-to-face events, eMedia, publications and television stations. Diversified serves a number of industries including: seafood, food service, natural and organic, healthcare, commercial marine, and business management. Based in Portland, Maine, USA, Diversified employs over 800 staff, with divisions in the Eastern United States, Australia, Canada, Hong Kong, Singapore, Thailand and the United Kingdom.


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