SITS – The Service Desk & IT Support Show 2016 opens this week

Now just two days away, SITS – The Service Desk & IT Support Show, is set to welcome over 4,000 IT professionals from across the UK when it opens its doors at Olympia London, on Wednesday and Thursday 8-9 June.

Visitors already pre-registered to attend include British Gas, Virgin Money, Network London, Waitrose, Pfizer, BT, JD Sports, Eat, Ford Motor Company, Macmillan Cancer Relief, Oxford University Press, Santander, Sky, Fujitsu, Greggs, Travelodge, Lloyds, Swarovski, Nando’s, NHS, AXA Insurance, Deloitte, The Guardian, ASOS, Vodaphone, Ticketmaster, Telegraph Media Group, British Red Cross, John Lewis, Amazon, BBC Worldwide, McDonalds Restaurants, and Microsoft.

Firmly established as the annual go-to show for keeping up-to-date with the latest ITSM tools, technology and trends, visitors to the show will benefit from seeing the latest innovations from some of this industry’s leading IT specialist vendors, integrators, consultancies and service providers.  Among the show’s 80 exhibitors, returning big names include HP, Topdesk, Hornbill, Freshservice, HEAT Software, Cherwell Software, Kaseya, SysAid, xMatters and Zendesk.

Some new exhibitors this year include Splunk, TeamUltra, Savision, Zed One Technology, Webroot, Devoteam UK, Focus Group Europe, Snow Software, and Lakeside.

To view this year’s exhibitor list, please visit:

Show highlights from SITS exhibitors are available to view at:  

Keynote Theatre line-up

Wednesday 8 June

  • Breakfast briefing: From IT support to service broker – can your team make the change? Markos Symeonides, Axios Systems, David Wheable, Forrester research
  • Can we stop IT security chaos? (panel debate): featuring Roberto Casetta, HEAT Software; Ian Aitchison, LANDESK; and Adam Nash, Webroot
  • How Spotify IT supports a company in hypergrowth: Daniel Vasquez, Rick Wacey, Spotify
  • Validating the ideal skill set: Dr. James Stanger

Thursday 9 June

  • Breakfast briefing: How does consumerisation of IT affect your services? TOPdesk, SDI
  • Qualifications and training vs. learning on the job (panel debate): featuring Steve Watt, University of St Andrews; Jon Buttriss, BCS, The chartered Institute for IT; and Kaimar Karu, Axelos Global Best Practice
  • The Dark Net – inside the digital underworld: Jamie Bartlett
  • The future of leadership in a digitally disrupted world: Charles Araujo

Case Studies

Wednesday 8 June

  • From chaos to consolidation at University of Oxford: Ian Teasdale, University of Oxford
  • The ITSM Spirit – The global expansion of William Grant and Sons: Janet Moss, William Grant & Sons
  • How a century old financial institution embraced a SIAM model: Juha Berghäll, Service-Flow Corp, Sanna Sinivuori, OP Financial Group
  • Tesco – How innovative IT support leads to positive customer experience: Robert Ainscough, Tesco
  • Warburtons’ three step strategy for aligning IT to the business: Martin Ogden, Michael Allan, Warburtons

Thursday 9 June

  • The pros and cons of public and private cloud: Sarah Lahav, SysAid Technologies
  • Fife Council’s service catalogue: saving money and boosting customer satisfaction: Michelle Scott, Fife Council
  • Swisscom – working the numbers to optimise service: Dr. Dorian Selz, Squirro
  • TaaS – Troubleshooting as a service: Dr James Stanger, CompTIA

Process and best practice seminars

Wednesday 8 June

  • Giving major incident management the A&E treatment: Ian Stevens, Short and Grey
  • Shift-left – the next gear change for ITSM: Wolter Smit, TOPdesk
  • Digital transformation: how will it impact service desks? Andrew White, Cherwell Software
  • How the internet of things and 20 billion devices will change your job: Jon Hall, BMC
  • Unleash the power of chat IT support: William Culbert, Bomgar
  • Could IT4IT become bigger than ITIL? Tony Price, HP Enterprise
  • Life on the service desk in 2016 (and how to improve it): Simon Johnson, Freshdesk, Stephen Mann, Quick Content
  • How do you create a CMDB in the real world? Peter Hubbard, Pink Elephant

Thursday 9 June

  • Time to rethink the structure of IT support? Noel Bruton, Bruton Consultancy
  • Cut the ITIL anchor – why FastIT organisations win: Matthew Hooper, LANDESK
  • From ordinary to extraordinary– breathing new life into IT through automation: Philip Murray, Standard Life
  • Time to rethink your ITSM: Patrick Bolger, Hornbill Service Management
  • How cognitive operational analytics can unlock IT’s biggest secrets: Sven Strassburg, IBM
  • Customer satisfaction metrics made more human: Hannah Price, Sumit R. De, TOPdesk UK
  • “Ask me anything, I’m ready” – the power of knowledge centred support: Simone Jo Moore, SJM
  • Transforming the service desk with SIAM, lean and super-service teams: Chris Pope, ServiceNow
  • Is self-service eroding the value of IT support? Stephen Mann, Quick Content
  • Incident and problem – do we really need both? Dave Jones, Pink Elephant EMEA

Business goals and outcomes seminars

Wednesday 8 June

  • Rekindling the relationship between business and service desk: Simon Kent, Sollertis
  • Can rugby tackle the problem of traditional staff training? Ben Moss, Alemba
  • IT customer service – on the inside: Ian Conelly, BCS – Service Management Specialist Group
  • Shifting from technology-focused IT to business-focused IT: Stuart Rance, OSM

Thursday 9 June

  • Guerrilla marketing your service desk: Caroline Clark, Sarah Khogyani, Atlassian
  • Virtual workers: the next leap in IT automation? Terry Walby, Thoughtonomy
  • Viewing IT Support through a customer service lens: Nishant Rao, Freshdesk
  • Beat the culture clash – design and collaborate: Barclay Rae, Consulting/ITSMF UK

People and leadership seminars

Wednesday 8 June

  • The new you – what an ITSM professional will look like in 2020: Matthew Hooper, LANDESK
  • What’s trending in the world of service desks? Ollie O’Donoghue, SDI
  • Building the global service desk: Suresh GP, TaUB Solutions
  • Intelligent disobedience: the future of service management? Ivor Macfarlane, MacfPartners

Thursday 9 June

  • Why DevOps needs managers to be successful: Daniel Breston, Ranger4
  • Is change management success as simple as ABC? Paul Wilkinson, GamingWorks
  • Can your service desk survive a zombie apocalypse? Matthew Burrows, BSMimpact
  • Becoming a more responsive service desk: Toby Moore, Axelos Global Best Practice

The full programme, including session details and timings, is available to view online at:

Hot Topic Discussions

Places at the Hot Topic Roundtables are free and are available on a first come, first served basis on the day. Hot Topics for 2016 include metrics – knowing what to measure; hiring & motivating great IT talent; insourcing the service desk; marketing the service desk; merging ITIL with devOps, successful self-service and incident & problem management.

With a choice of 24 small group sessions, 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.

Full sessions are available to view at:

In other show news, the latest SITS16 web app is now available to download direct from  It includes everything visitors need to start planning their time at the show in advance; including travel information, exhibitor details, floor plan, and conference listings. 

SITS – The Service Desk & IT Support Show at Olympia, London, is open from 9am to 5pm on Wednesday 8 June and Thursday 9 June (Breakfast Briefings begin at 8.30am on both days).

Please note, free advance registration closes at midnight on Tuesday 7 June (after which a £35 door charge may apply).


Media enquiries & press pass requests to:

Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134

Sharna Waid, PR Executive
t: +44 (0)1273 645144

Exhibitor enquiries to:

Derek MacHale, Event Manager
t: +44 (0)1273 645153

David Maguire, Group Event Director
t: +44 (0)1273 645127


High res show photos are available upon request:

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