INAUGURAL

IT SERVICE MANAGEMENT CONFERENCE

This one day curated ITSM and service desk event was held at the University of Technology Sydney on Wednesday 31 July 2024.

Transform Your IT Service Management

Join us at our inaugural conference, where the intersection of human-centric Service Desks and cutting-edge technologies like automation, machine learning, and AI takes center stage. As IT Service Management (ITSM) professionals, you are the frontline responders, ensuring the efficacy of services from everyday tasks to urgent medical aid.
This event, aligned with HDAA’s commitment to excellence, delves into the latest industry frameworks and the escalating impact of cyber security. Featuring esteemed experts, the conference promises to equip organisations of all sizes with the knowledge to elevate service standards. Embrace this transformative experience and empower your organisation to adopt best practices and optimise IT Service Management.

WHERE IS THE EVENT :

University Technology Sydney (UTS) CB08 Dr Chau ChakWing Building, Building 8

WHEN IS THE EVENT :

Date: Wednesday 31 July 2024
Time: 8:30 Am to 10 Pm

ATTENDEES
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SPEAKERS
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SESSIONS
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ORGANISATIONS
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ABOUT THE EVENT

MEET

Connect with over 100 individuals at an intimate face-to-face event. Meet colleagues and thought leaders who align with your values. Demonstrate to others your dedication to advancing IT Service Management and Service Desk industries.

ELEVATE

Elevate your brand and bolster your credibility by aligning yourself with us as a steadfast advocate of the IT Service Management and Service Desk industry. Position yourself as a prominent supporter of innovation and excellence in Service Management and security practices.

ENGAGE

Engage and network to strengthen your brand with HDAA members who are representative of all manner of industries across multiple disciplines of IT Service Management. Establish a comprehensive contact list  while re-engaging and strengthening existing relationships.

LEARN

Delve into the latest insights and advancements in IT Service Management and Service Desk practices. Discover the future of IT Service Management, explore the intersection of machine learning and AI, learn strategies to navigate cybersecurity challenges, and address the mental strain of the digital age.

EXPAND

Expand your network and connect with industry professionals by showcasing your offerings to delegates, fostering valuable connections and opportunities for collaboration.

COLLABORATE

Collaborate with HDAA members and industry leaders to feature your company and product at Australia's largest Service Desk event. Demonstrate your support for the foremost member event in Australia for the IT Service Management and Service Desk profession by participating.

Innovations in Service Desk Management

In today’s modern landscape, from ordering a pizza to seeking urgent medical aid, the efficacy of every service hinges on the proficiency of IT Service Management (ITSM) professionals. Acting as the frontline responders, Service Desks cater to the needs of both internal stakeholders and external clients.

As technology advances, HDAA remains steadfast in its commitment to imparting knowledge on the industry’s leading frameworks. This ensures that organisations, regardless of size, are equipped to manage their services at an exemplary standard.

Our inaugural conference is meticulously designed to delve into the intersection of human-centric Service Desks and cutting-edge technologies like automation, machine learning, AI, and the future of work. We’re addressing the escalating impact of cyber security alongside these evolving dynamics. The conference lineup features esteemed experts renowned for their expertise in this domain.

Aligned with HDAA’s vision, we aim to cultivate a world where individuals, businesses, academia, and governments are well-versed in optimising their IT Service Management and Service Desk’s.

We invite you to embrace this transformative experience, empowering you to adopt best practices and elevate service standards for both your organisation and its clientele.

Images From Resolve2024

WORLD EXPERT

Keynote speakers

PeopleCert
Distinguished Professor, UTS
CEO Cybermindz
Certified Futurist
AMAZING INSIGHTS

Event speakers

Director - NSW Phronesis
National Office of Cyber Security
Lead KCS
Consultant - HDAA
Associate Director, Customer Services at eHealth NSW
CEO - Gridware
ITIL/DevOps Expert and mentor
Metropolitan Local Aboriginal Land Council (MLALC)
Founder and Director - HR Focus

Our sponsors

PeopleCert

PeopleCert is the global leader in exam and certification management and delivery, partnering with multinational organisations and government bodies to certify individuals across a product portfolio of 700 market-leading certifications in IT & Digital Transformation, Project Management, Business and Languages.

Adelaide Consulting Group

ACGC has been recognised for "ITSMF Innovation of the Year" and "Whitepaper of the Year" runner-up. ACGC is a Certified Global Partner with EXIN, PeopleCert, AXELOS, APMG, IBM. We're also a member of the Australian Cyber Collaboration Centre.

University of Technology Sydney

The University of Technology Sydney is a public research university located in Sydney, New South Wales, Australia. The university was founded in its current form in 1988, though its origins as a technical institution can be traced back to the 1870s.

WORLD CLASS

CONFERENCE PROGRAM

Join us for a jam-packed day filled with knowledge, insight, and forward-thinking. Engage in thought-provoking conversations and presentations that will inspire and drive innovation.

From 8:30am to 9am

Registration/Networking

Registration/Networking/Tea/Coffee

Start your day by checking in and mingling with fellow attendees over tea and coffee. It’s the perfect opportunity to network, exchange ideas, and prepare for an enriching day ahead. Take advantage of the onsite professional photographer available during this session to get a new photo for your LinkedIn profile.

 

From 9am to 9:10am

Welcome to Country

Welcome to Country

Join us as Uncle Allan Murray from the Metropolitan Local Aboriginal Land Council (MLALC) offers a heartfelt acknowledgment of the traditional custodians of the land.

From 9:10am to 9:15am

Introduction and
Conference Welcome

Introduction and Conference Welcome

Kick off the conference with a warm welcome from Scott Tunn, CEO of HDAA. Scott will extend greetings on behalf of HDAA and introduce the day’s agenda, highlighting the various training and membership opportunities available through HDAA.

From 9:15am to 9:30am

Conference Opening

Conference Opening - Ahmed Khanji, CEO, Gridware

Join us as we open the conference. With a discussion on the significance of IT Service Management in the digital age, emphasising its importance in ensuring effective delivery of services in the modern era.

From 9:30am to 10:15am

State of play in the Cyber Landscape

Fireside Chat - Mitch Riley-Meijer

Join us with a presentation from Mitch Riley-Meijer, Director for Critical Infrastructure-Supply Sector response from the National Office of Cyber Security, Home Affairs. This will be an engaging fireside chat as they provide insights into the state of play and the threat landscape for Australian businesses, government and academia. Gain valuable perspectives on cybersecurity challenges and strategies to mitigate risks in today’s dynamic digital environment.

From 10:15am to 11:00am

AI/ML, changing
how we work

Opening Keynote - Distinguished Professor Jie Lu AO, Director, Australian Artificial Intelligence Institute (AAII), UTS

Join us for a thought-provoking keynote address by Distinguished Professor Jie Lu AO from UTS. Distinguished Professor Lu will delve into the realm of artificial intelligence and machine learning, exploring how these technologies are revolutionising the way we work and interact in today’s digital landscape.

From 11:00am to 11:30am

Morning Tea/Networking

Morning Tea/Networking

Enjoy some refreshments and networking opportunities with other attendees. Take advantage of the onsite professional photographer available during this break to get an updated photo for your LinkedIn profile.

From 11:30am to 12:15pm

Skilling the future workforce

Keynote 2 - Vivek Joseph, Director, Enterprise and Government, APAC, PeopleCert

Join us for an insightful keynote address by Vivek Joseph from PeopleCert. Vivek will explore the topic of “Skilling the Future Workforce,” shedding light on the importance of training and upskilling in preparing for the evolving demands of the digital age.

From 12:15pm to 12:45pm

Customer Experience (CX) and Staff Experience (SX)

Janine Treacy, Associate Director, Customer Services, eHealth NSW

Join us as Janine Treacy explores the critical balance between customer experience (CX) and staff experience (SX) in the face of a global skills shortage. Discover innovative strategies to retain staff and enhance service quality, ensuring your organisation stays competitive and resilient.

From 12:45pm to 1:30pm

Lunch/Networking

Lunch/Networking

Take a break to enjoy a delicious lunch and network with fellow attendees. Use this time to continue conversations, exchange ideas, and build valuable connections within the industry. Take advantage of the onsite professional photographer available during this break to get an updated photo for your LinkedIn profile.

From 1:30pm to 2:00pm

Case Study

Gail Russell, Lead Consultant for KCS/HDAA

Gail Russell, Lead Consultant for KCS – HDAA, will deliver a compelling case study presentation on “Knowledge Management.” Gain insights into effective strategies for capturing, organising, and sharing knowledge within your organisation.

From 2:00pm to 2:45pm

Presentation – WHS Regulation Update

Presentation - Belinda McLean, Founder and Director, HR Focus

Join us for an informative presentation on the national Work Health and Safety Amendment Regulation 2022 which now include management of psychosocial risks in the workplace: There are now definitions on ‘psychosocial hazard’ and ‘psychosocial risk’ and the appropriate control measures that persons conducting a business or undertaking are required to implement to manage those risks. Your employees’ psychosocial wellbeing should be prioritised, and strategies should be in place to promote a healthy and respectful workplace environment.

From 2:45pm to 3:30pm

Mental Health Wellbeing and
Resilience at the Coalface

Keynote 3 - Peter Coroneos - Cybermindz

Join us for an impactful keynote address by Peter Coroneos from Cybermindz. Peter will address the critical topic of “Mental Health Wellbeing and Resilience at the Coalface,” offering insights and strategies to support mental health and build resilience in the workplace.

From 3:30pm to 4:00pm

Afternoon Tea/Networking

Afternoon Tea/Networking

Use this opportunity to connect with peers, discuss key takeaways from the day’s sessions, and strengthen professional relationships within the industry. Take advantage of the onsite professional photographer available during this break to get an updated photo for your LinkedIn profile. 

From 4:00pm to 4:45pm

Tabletop Exercise

Service Desk Major Incident Management Tabletop Exercise - Eric Pinkerton, Director NSW, Phronesis

Meet veteran cyber OG, Eric Pinkerton or “Pinky” as he’s better known. With a career in security that started with punching holes in cards whilst high on Halon gas, Pinky has seen it all.  In this engaging and interactive session, we’ll dive into the world of crisis management, exploring the chaotic, messy, counter intuitive, and occasionally hilarious (given time) nature of “cybergeddon”.

From 4:45pm to 5:45pm

The Future of ITSM Work

Closing Keynote - Dr Ben Hamer - Certified Futurist - The Future of ITSM Work

Join us for an enlightening keynote address by Dr. Ben Hamer, Australia’s ONLY certified Futurist. Dr. Hamer will explore the “Future of ITSM Work,” offering insights into emerging trends, technologies, and strategies shaping the future landscape of IT Service Management.

From 5:45pm to 5:50pm

Conference Closing Remarks

Conference Closing Remarks

Gail Jackman from HDAA will provide a summary of the conference and its key takeaways. The highlights and insights that have shaped our discussions, and explore the actionable strategies and innovative ideas that emerged from our sessions. Reflect on the event’s impact and how it will influence your professional journey.

From 5:50pm to 6:45pm

Networking and Awards

Networking Drinks/Award Ceremony/Quiz Winner Prize Awards

Wind down the day with networking drinks, where attendees can celebrate and connect further. Additionally, join us for an award ceremony to recognise outstanding contributions and achievements. Stay tuned as we announce the winners of the conference quiz and award prizes to the top performers.

Your ticket includes a comprehensive package designed to enrich your event experience. Enjoy morning tea, a delicious lunch, and afternoon tea throughout the day, ensuring you stay energised and focused. Additionally, gain access to global experts in the field, providing valuable insights and networking opportunities.

From 7:00pm to 10:00pm

Conference Dinner /
Networking

Conference Dinner/Networking

For those interested, continue networking and socialising at our optional conference dinner. Enjoy delicious food and drinks in a relaxed atmosphere while connecting with fellow attendees, speakers, and industry professionals.

MAP VIEW

EVENT LOCATION

Please do not hesitate to contact us if you have any inquiries. We are here to assist you.

Email

In**@hd*.au

Phone

1300 130 447