Booking Closed


04 July 2019

05 July 2019

06 July 2019

Book Before

07 June 2019

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About the Event

The majority of undergraduates who enrolled at the start of the 2018/19 academic year were all born in the 2000. When they leave university, we will be into the 2020s. The technological landscape across Higher Education continues to change at fast pace as does the way in which students and staff wish to use technology and their expectations for the ways it should supported.

  • What are the latest technological advances that will be popular in future of Higher Education?
  • Will traditional functions such as a telephone service desk and processes like ITIL, SLAs and KPIs still be relevant to customers who have grown up with Google, Facebook and Snapchat?
  • How do we continue to adapt our service offering and develop our teams to meet these new challenges?

The three-day programme is be packed with answers to these and other questions based on real-world experience. Hear inspiring stories from sector role models and hard won advice from IT leaders in both HE and industry. Learn latest thinking from experts from the realms of technology, service management and beyond.

Featuring increased opportunities to network with your peers, the conference format also introduces greater levels of delegate-led participation across the whole event.


ucisa events supported by University Business and Education Technology magazines



Other Sponsors


Head shot of Crispin Bloonfield

Crispin Bloomfield

Director of Operations, Computing and Information Services

University of Durham

Head shot of Chris Dixon

Chris Dixon

Head, IT Partnering and Innovation

Lancaster University

Head shot of Henrik Brogger

Henrik Brogger

Head of IT Service Delivery

Queen Mary's University of London

Head shot of Kathy Whelan

Kathy Whelan

Service Desk Manager

Queen Mary's University of London

SSG19 speaker Sammie Kallio head shot photo

Sammi Kallio

CEO and co-founder


Head shot of Hector Minto

Hector Minto

Accessibility Evangelist


Head shot of Lisa Featherstone

Lisa Featherstone


More Info

Lisa worked with adults with differing needs for over 20 years. She was an advisor with Jisc TechDis for four years and was deputy principal of a specialist college. She now works as a freelance consultant on digital accessibility and education for organisations such as ETF, Association of Colleges and Natspec.

Andy Scott

Andy Scott

Service Desk Manager

Durham University

More Info

Service Desk Manager with extensive Higher Education and public sector experience, He has spent the last 5 years in Durham University developing a successful Service Desk team with a strong focus in customer service experience and developing people. He is responsible for Incident Management and Major Incident Management with Durham and is also a member of the ucisa Support Services Committee with a passion to contributing and sharing knowledge within the sector. He is a keen runner and loves the outdoors.

SSG19 David Gillespie head shot

David Gillespie

Problem Manager

wwDurham University

Head shot of Martin Hamilton

Martin Hamilton



More Info

Martin leads the future and emerging technologies team for Jisc, operators of the Janet network. His role is all about generating and channelling new ideas and building partnerships to bring them to fruition. Martin is particularly interested in the societal implications of ubiquitous robotics and artificial intelligence, and humanity's emergence as a true interplanetary species.

Head shot of Jim Lloyd

James Lloyd

Technical Support Lead

University of Southampton

More Info

James has worked for the University of Southampton’s second-line support team for 9. Last year he undertook Lean Six Sigma Green Belt training and this presentation is based on the many improvements he made using the skills he learnt.

Head shot of Jake Dovey

Jake Dovey

Incident Response Team Manager

University of Southampton

More Info

Jake has worked for the University of Southampton’s second-line support team for 12 years. Last year he undertook Lean Six Sigma Green Belt training and this presentation is based on the many improvements he made using the skills he learnt.

ssg19- Chris McLay head shot

Chris McLay

People Development Facilitator

Leeds Beckett University

More Info

The demand and need for Mental Health First Aid training is growing rapidly but how has the world changed so much in recent years that this has become so much of a priority? What impact does IT have on our mental health and is training on Mental Health First Aid really changing anything in the workplace? Let’s take a pause to think about it.

SSG19 head and shoulder photo of speaker Ravi Sehmi

Ravi Sehmi

Deployment Services


More Info

Having worked in the IT industry for 20 years and specializing in large scale deployment technologies Ravi has worked across all sectors from SMB, Public Sector to large Global organizations to help advise them on deployments methods to drive efficiency and reduce the overall TCO of device deployments and lifecycle management.

SSG19 Speaker Lisa Talia Morreti head shot photo

Lisa Tahila Moretti

Head of UX research


ssg19 Peter Cochrane head shot

Peter Cochrane

Innovator, Academic, Consultant

SSG19 head and shoulder photo of speaker David Wright smiling

David Wright

Chief Value and Innovation Officer


More Info

Responsible for creating, curating, uncovering and discovering business value chains for SDI and its customers, David is an award-winning leader, auditor and consultant with over 20 years of BPO and ITO service experience ranging from line to service management to business strategy. He is committed to creating world-class, customer-centric services through the creation of inspired, diverse and engaged teams. David has a wealth of outsourcing and managed service experience with demonstrable success of service delivery across a diverse range of business sectors and customers. As part of the very first team to achieve SDI’s 5 star service desk certification, David’s mantra of creating excellence at every opportunity is encapsulated in two simple words: inspire and deliver.

ssg19 Jeremy White heads shot

Jeremy White

Wired Journalist, Speaker and Futurist

Event Schedule

11:30 AM

Registration and exhibition opens

1:00 PM

Delegate Speed Networking

A chance for everyone to meet and network
1:00 PM


available in the Exhibition
2:00 PM

Welcome from the SSG Conference Chair

Tim Ingham Head of Service Management De Montfort University
2:10 PM

Support Services and Intelligent Campuses

Crispin Bloomfield, Director of Operations, Computing and Information Services, University of Durham
2:50 PM

Innovation at Lancaster showcasing ASK L.U. a pioneering chatbot for students

Chris Dixon, Head of IT Partnering and Innovation, Lancaster University
3:10 PM

Live Chat in 3 simple steps. Implementing IT Live Chat at Queen Mary University of London

Henrik Brogger, Head of IT Service Delivery and Kathy Whelan, Service Desk Manager Queen Mary's University of London
3:40 PM

Refreshment in the Exhibition

4:50 PM

Partner showcase - Proact

5:30 PM

Room 101

In our own ucisa Room 101, we will consign annoying IT niggles as well as having great fun sharing our frustrations among friends. Three experts will argue their case across three roughly themed topics, and then three items will be consigned to Room 101 forever. The audience will then get their choice with a final bonus item. Come along to our ucisa Room 101 session and share the pain of like minded IT professionals as we first discuss, and then consign annoying IT niggles to our very own Room 101. Chaired by Chris Dixon, Lancaster University Panellists: Eleanor Draycott, Rachel Fligelstone and Al Reid-Pearson
6:10 PM

Close for the day

7:30 PM

Drinks reception in the Exhibition

8:30 PM

Informal dinner

Dinner in the John Charles Suite and a cash bar followed by the Leeds Treasure Trail Join us for a fun and interactive walking treasure trail, taking in the sights, smells and drinks of Leeds. Compete in teams to try and take the top prize.

10:00 AM

Partner showcase - Happy Signals - Customer-driven IT Service Desk - Why and How?

Sami Kallio, CEO and co-founder of HappySignals
10:30 AM

Driving Change in disability employment, awareness, design principles and inclusion

Hector Minto, Microsoft Accessibility Evangelist
11:20 AM

Refreshments in the Exhibition

12:00 PM

Panel session - The Future of Technology in Universities - What does good look like? How do we support it?

Panel chair is Mike Burns, LIS Customer Service Manager, University of the Highlands and Islands Panellists: Terri-Anne Hamer, Student at Leeds Beckett Eleanor Ingham, York University Henrik Brogger, Queen Mary's University of London Natasha Sayce-Zelem, Head of Technology, Sky
1:00 PM

Travel time

1:10 PM

Parallel sessions

Assistive Technology University Case Studies Lisa Featherstone, Consultant Durham University, The Self Service Journey Andy Scott, Durham University Which company will win the tech race? A camp fire discussion on what people think will be the number one technology in the future. Al Reid-Pearson, University of Huddersfield
2:00 PM

Lunch in the Exhibition

3:00 PM

Parallel sessions

How to predict the future Martin Hamilton, Futurist, Jisc How we saved 2,297 hours/year without upsetting anyone Jake Dovey, Incident Response Team Manager and James Lloyd, Technical Support Lead, University of Southampton ITIL 4 - Creating Value in Partnership Andrew Dixon, University of Oxford ITIL 4 - Creating Value in Partnership
3:50 PM

Mental Health First Aid – How, why and what next?

Chris McLay, People Development Facilitator, Leeds Beckett University
4:40 PM

Refreshments in the Exhibition

5:10 PM

Celebrate success - Delegate participant

We’d really like to celebrate your successes, hear how great your team or your institution are, why you love working in our amazing sector or what you’re really proud of achieving.
6:00 PM

Close for the day

8:00 PM

Drinks reception

9:00 PM

Conference dinner in the Queens Ballroom

Followed by an 80s disco. Wear Something from the 80s: Optional but encouraged!

10:00 AM

partner showcase - Lenovo - Modern IT

Ravi Sehmi, Deployment Services, Lenovo
11:00 AM

Searching for Tech's Humanity

Lisa Moretti, Goldsmiths, University of London
11:40 AM

Refreshments in the Exhibition

12:10 PM

People, Truth, AI and auto-immunity

Peter Cochrane
12:50 PM

Partner showcase - SDI - The 9 best practices of a high performing service desk - the update!

David Wright, Chief Value and Innovation Officer, SDI
1:30 PM

Closing keynote

Jeremy White, Wired Journalist, Speaker and Futurist
2:20 PM

Conference close

Tim Ingham Head of Service Management De Montfort University
2:50 PM