SITS15: SDI & Cherwell Software unveil new research on service delivery

With just under two weeks until doors open, SITS – The IT Service Management Show has today revealed exclusive survey insights from its official new white paper – ‘Re-think your service delivery: Leap out of the Service Desk fish bowl’, in conjunction with Service Desk Institute and Cherwell Software. 

The white paper is being launched at the first of the event’s annual executive Breakfast Briefings on Wednesday 3 June at the new venue of Olympia, London.

The annual business forum for sharing ideas and innovations within the ITSM and service desk communities, SITS’s much-anticipated Breakfast Briefings, which kick off at 8.30am on both days of the show, provide IT directors and top-level service desk 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.  ‘Re-think your service delivery: breaking the cycle’, is hosted by an expert panel, including Jarod Greene and Tony Probert from Cherwell Software, Charles Araujo, and the SDI’s Karen Taylor.

Showcasing the latest research from SITS15’s service delivery survey, the session will reveal the habitual thinking stopping IT service teams delivering innovative solutions to common service delivery challenges.  It will also explore how IT can remove itself from the ‘fish bowl’ of every day IT support by asking the right questions to develop new ideas, perspectives and plans for delivering essential services.

According to the latest research, revealed in full at this year’s show, 71% of service desks rate improving their overall service delivery as a high priority.  Currently, however, only 56% have active improvement plans in place, and just 54% are regularly engaging with their customers.

Responding to increased pressure to demonstrate the value they deliver to business, the survey results also showed that 82% of service desks are actively working towards improving the perception of IT – cited as the one of the top three challenges for today’s service desk.  However, that still leaves 18% doing little or nothing to change the status quo.

“In today’s competitive economy every Service Desk should seek to make itself more effective and productive and SITS’ popular breakfast briefings provide plenty of insights to help keep pace with ever evolving IT demands,” says Toby Moore, event manager of SITS – The IT Service Management Show.

Complimentary copies of this year’s white paper will also be available from Cherwell Software (stand 716) and the Service Desk Institute (stand 200) after the briefing.

Enterprise service management: Taking the IT out of ITSM

For day two of the show, Thursday’s Breakfast Briefing (8.30am on 4 June) shifts the spotlight to Enterprise service management.  Chaired by Brian Hendry from sponsor Axios Systems, the expert panel includes ITSM industry commentator Stephen Mann, freelance ITSM specialist Rebecca Beach, and Graham Mitchell, the Scottish Government's head of IT support services.  The briefing aims to demystify the concepts around ESM (the application of service management models, tools and practices to non-IT service domains, such as finance, HR and facilities) and offer key insights into how to create a framework from which to start a transformative initiative – ‘Taking the IT out of ITSM’ for the good of the business.

Due to their expected popularity, event organiser Diversified Communications UK is urging prospective visitors wishing to attend any of these briefings to register and pre-book their place at (pre-booking for briefings is free of charge and allocated on a first-come basis.)

Hot topics for 2015

Visitors arriving at Olympia for show open (9.30am) will also benefit from first pick of this year’s SITS – The IT Service Management Show’s Hot Topic Roundtable Discussions (sponsored by TOPdesk).  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 from DevOps to self-service, from ITIL to cloud migration.

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.

To view the full education programme, which also includes six Keynotes and 36 seminars (in three dedicated theatres), please visit  Tickets are available to pre-book (£6 per session), or collect at the show free of charge (a limited number will be available from 9.30am on the day, on a first come basis from the Seminar Registration Desk).

In other show news, the latest SITS15 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 ‘meet up’ networking, travel information, exhibitor details, floor plan, and conference listings.

SITS15 attendees also benefit from free access to Infosecurity Europe 2015, co-located at Olympia.

For further information, to register for a free visitor pass and pre-book conference sessions, please visit and quote priority code 105SITS (alternatively, use the direct link:

Media enquiries & press pass requests to:
Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134 

Exhibitor enquiries to:
Toby Moore, Event Manager
t: +44 (0)1273 645153


SITS was shortlisted for Best UK Trade Show Exhibition (under 2,000m2) at the Association of Event Organisers (AEO) Excellence Awards in 2012.

High resolution imagery is available upon request:

Diversified Communications UK Ltd (Diversified UK) is a fast growing trade event organiser and publisher based in Brighton, Peterborough, Leamington Spa, and Nailsworth, Glos.  Diversified UK’s portfolio includes SITS – The IT Service Management Show; office*; Casual Dining; lunch!; Natural & Organic Products Europe; Nordic Organic Food Fair and Natural Products Scandinavia in Malmö, Sweden; camexpo; Natural Products magazine; the Natural Beauty Yearbook; Geo Business; Ocean Business (including Offshore Survey Conference & Ocean Careers); MARELEC Marine Electromagnetics conference; Euro Bus Expo; Coach and Bus Live; British Tourism & Travel Show; Route One; and Coach Monthly.  For more information, visit:

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, India, Thailand and the United Kingdom.  For more information, visit:




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