Abstracts

Day 1 Thursday 3 July 

Empowering Neurodiverse Individuals Through Agile Service Management Practices
Faith Thomas, Lead IT Service Management Practitioner, University of Birmingham

The IT industry tends to have a higher percentage of neurodiverse individuals compared to other sectors. This is because the work often values skills that are abundant in many neurodiverse people. But managing neurodiversity at work can have its challenges.

In this presentation, I will tell you about my experiences as a late-diagnosed neurodiverse woman in IT and our team’s journey as we introduced agile practices. I’ll explore how Agile Service Management practices can significantly enhance the productivity and well-being of neurodiverse individuals and create supportive environments that cater to the unique strengths and challenges of neurodivergent minds.

Breakout Sessions part 1: 11:40am

• Mentoring Matters: Building Connections and Careers in IT
  Tilly Beech, Head of IT Partnering, University of Bristol

  In this session, I will share the journey of creating the Women in IT mentoring scheme at the University of Bristol, outlining the motivations behind its launch, the challenges faced, and the key outcomes achieved. I’ll discuss how the scheme supported career progression and cross-departmental connections. To bring the impact to life, I’ll be joined by a mentor and a mentee, who will share their personal experiences and the tangible benefits they gained. This session aims to inspire others to foster inclusive, impactful staff development initiatives.

• Knowledge on Tap: Delivering Answers When It Counts
  Adrian Moore, Head of IT Customer Support and Emma Lutkin, Service Management Specialist, University of the West of England Bristol

  Can we move from a swap of unorganised intelligence to a crystal-clear reservoir of knowledge ready to deliver insights on tap? Join representatives from the University of the West of England, who themselves are part way through this journey, for an open forum discussing all things knowledge.

Breakout Sessions part 2: 14:50

• Transforming Our Web Presence and Creating a Service Catalogue
  Simon Bower, IT Service Desk Manager, Harriet Sutcliffe, Web Content Developer and Lily Day, IT Communications and Content Developer, University of York

  Together, our IT Services and Communications teams collaborated to transform our IT web presence. Content was scattered across platforms and pages were fragmented and outdated. We changed that, aiming to integrate best practices in user experience and content production, while driving self-service. With a limited budget, we streamlined content, refined processes and created a high-quality service catalogue – working creatively within existing platforms rather than purchasing an IT service management tool. We also introduced project pages to showcase what we do and why. By breaking down department silos, we achieved something we’re proud of, while navigating the turbulent higher education environment.

• Why Wait? Automate!
  Speakers TBD

  Bots not burnout! Less clicks, more fix! How are you using automation to lighten the load on IT support? Join the panel as they lead an audience-driven discussion on smart ways to streamline services. Hear what’s working at other institutions—and share your own.

Redesigning Frontline IT: Creating Agile, Student-Centred Service Management at London Metropolitan University
Liz McNaughton, Head of Service Management, London Metropolitan University and Elizabeth Pecsi, Freshworks

London Metropolitan University is on a journey to reimagine its frontline IT services, building a more agile, responsive, and student-first approach to service delivery. In this session, Liz McNaughton, Head of Service Management at LMU, will share how her team is leveraging Freshservice to create a dynamic and centralised IT support model that adapts to real-time demand across multiple campuses.

With a strong focus on visibility, empowerment, and removing manual workload, Liz will walk through how LMU is using templated ticketing, customised portals, and service data to identify IT hotspots and offer a more intelligent infrastructure to support both staff and students. This is about more than just a tool, it’s about reshaping how IT works in harmony with the university’s mission to deliver joyful, employability-driven student experiences. 

Attendees will gain insights into the practical steps LMU is taking to rebuild a modern first-line IT presence, while also hearing how service management is helping drive better student outcomes in higher education.

Day 2 Friday 4th July

Surprise, Surprise! Enhancing Customer Service and Team Culture: From Complaints to Collaboration
Antonia Jones, Customer Success Manager and Bex Cattran, Associate Operations Manager, University of Leeds

Join Bex and Antonia from the University of Leeds for a creative session with a Liverpudlian twist. They'll share practical strategies and methods they have used to turn customer feedback into opportunities and foster effective internal collaboration, with plenty of challenges and "a lorra lorra" successes along the way. Discover "a touch of" feedback trends and community engagement, and "a step inside" building supportive work environments and tools for better team communication. Don't miss this session filled with real-world tips and experiences.

From Silos to Service: UCL’s Journey to Seamless Enterprise Service Management
Paula Kirby, Director Service Management and Casey Tolaini, Head of Service Design & Experience, University College London

When University College London (UCL) faced a vendor end-of-life notice, it launched an initiative to modernize its service management platform across IT and business departments. In this session, leaders from UCL and their implementation partner will walk through how the institution rapidly deployed a new enterprise service management (ESM) solution—balancing speed, usability, and security across a complex university ecosystem.

Attendees will hear firsthand how UCL unified IT, HR, Estates & Facilities, Student Fees, and Finance under a single platform while maintaining strong data segregation and compliance. The panel will share lessons learned, strategies for accelerating adoption among diverse user groups, and how to apply ITIL-based practices to ensure quality and accountability across services.
This session will focus on real-world implementation tactics and institutional best practices—providing practical guidance for any organization planning a shift toward a more connected, service-centric operating model.

Key Learnings:

• Accelerating adoption across departments with minimal disruption
• Designing for intuitive user experience across technical and non-technical teams
• Safeguarding data while enabling secure collaboration
• Leveraging automation to streamline cross-functional workflows
• Implementing ESM with an emphasis on measurable service outcomes

Breakout Sessions

• Acessibility for Students, Staff, Everyone
  Speakers TBC

  Is your IT accessible for students, staff, anyone? Join the panel for a 'fireside chat' session on breaking down digital barriers across campus. Share your wins, hear what others are doing, and pick up practical ideas for building more inclusive, user-friendly tech services for all.

An Essential Quality for Thriving in Customer Service, Teamwork and Professional Development
Fola Braimoh, Associate Director of IT Operations & Support and Mindy Bour, Deputy Head of IT Operations & Support, Goldsmiths, University of London

An often underestimated yet crucial trait for promoting excellence in customer service, teamwork, and professional development is... empathy. I aim to keep the audience intrigued about what this essential quality is until my presentation. I will discuss how empathy can improve customer satisfaction, enhance collaboration, and support professional growth.