TOPdesk on Tour Programme




9:00 - 9:30
Doors open

Get your day started with coffee and pastries

9:30 - 9.45
Welcome to TOPdesk on Tour
Luis Soares

Managing Director

TOPdesk UK

9.45 - 10:15
The TOPdesk Maturity Model

The Maturity Model is one of the key tools used to measure the health and direction of your service departments, helping business leaders to continually manage their services’ level, speed and quality.

Sumit De

Head of Consultancy

TOPdesk UK

10:15 - 10:45
Looking past the hype: a realistic update on AI

We'll show what TOPdesk is working on currently, and share relevant experiences. Arvind will also give concrete suggestions on increasing the maturity of your service desk right now, and how to prepare it for a successful adoption of the AI solutions that are coming soon.

Arvind Ganga

Development Team Leader

11:00 - 12:00
Round Tables


  • Agile Projects and Service Management
  • Categories and Subcategories - what's the best approach?
  • Enterprise Service Management
  • Improving your Service Catalogue
  • Is switching off emails the right move for your department?
  • Preparing your organisation for AI
12:45 - 13:30
Customer Presentation (Manchester)

Julian Andreae, University of Kent

12:45 - 13:30
Customer Presentations (London)

Rachel Wright, Anglia Ruskin University

Julie Christie, University of Dundee

13:35 - 14:45
Workshop: Knowledge Sharing as a Super Power

Harnessing the full power of knowledge management involves both a change in behaviour and a shift in culture. This workshop teaches the best practices of knowledge management using an interactive card game to test your understanding and to share experiences.

Hannah Price

Service Management Consultant

13:35 - 14:45
Workshop: Agile Service Management

Curious how you could apply agile principles to your day to day work in service management? This will show how the principles of agile can help you improve your service delivery with concrete pointers for changes you can start tomorrow!

Annemarie Wolfrat

Agile Coach & Project Manager

15:00 - 15:45
Tips, Tricks and New Features
Jan Laan

Service Management Consultant



Max Templeman

Account Manager

Drinks and Networking