10 th - 12 th February 2015 Beaumont Estate, Old Windsor, Nr. Heathrow, UK

10 th - 12 th February 2015 Beaumont Estate, Old Windsor, Nr. Heathrow, UK 1

Welcome We are excited to invite you, our customers, partners and prospective customers, to join us at the annual Cherwell Software EMEA Region Customer Conference 2015 which, as a result of attendee feedback from the 2014 event, has now been extended to be a 2 day event offering more industry focused content, increased learning opportunities and peer networking. 2014 has been an incredible year for Cherwell which has seen our company continue to enhance its position as a global leader of ITSM solutions, with the exciting release of V5.0 accompanied by the ground breaking mapp TM functionality. Our roadmap and goals are designed and plotted in such a way to improve and enhance your experience, with a key objective of this conference being to provide a forum for delegates to discuss and share their experiences and ideas with one another. Thereby, delivering an informative, absorbing and creative platform to help you provide increased capability and business value to your respective organisations. We hope you feel able to embrace the opportunity to be a part of this exciting event, to learn new ideas, share experiences, discuss innovation, whilst enhancing and developing new relationships within the Cherwell community. Contents Conference Session Key Page 2 Key Note and Industry Leading Speakers Page 3 Cherwell Software Speakers & Breakout Session Leaders Page 4 & 5 Schedule at a Glance Page 6 & 7 Evening Events Page 8 Tony Probert, Cherwell Software Conference Session Key The Learn track is designed to introduce new ideas, implementation strategies, and best practices. The goal of these sessions is to generate thought-provoking conversations and to create knowledge-sharing interactions. The Advanced Learn track includes sessions designed to provide guidance on more advanced product capabilities and integration tool sets for seasoned Cherwell Service Management (CSM) experts. These sessions dive deeper into CSM and take your skills to the next level. Connect with industry experts who will demonstrate techniques and proven methodologies that help them guide organisations in pursuit of continuous service improvement. Attain insight into new techniques, as experts share their experiences on how to measure, monitor and improve your processes, service management program and organisation. The Share track is designed to promote the sharing of implementation strategies, experiences, knowledge and ideas among other Cherwell Software customers. Customers will demonstrate unique ways CSM has been leveraged within their organisation to maximize their return on investment. Gain insight and engage with others in the Cherwell customer community by sharing various techniques, lessons learned, and plans for the future. 2

Keynote Speakers Conference Speakers and Breakout Session Leaders Roy Illsley, OVUM Leading Industry Speakers Roy has more than 23 years of IT experience, working for a variety of consultancy and enduser companies with experience in the defence, utilities, automotive, retail and fast moving consumer goods (FMCG) industries. He works in the IT Solutions team and is recognised as Ovum s expert on visualisation and infrastructure management. He also has experience of cloud computing, data centre technologies, and IT strategy and policy. Manley Feinberg, Vertical Lessons, Inc. Manley is an award winning speaker and business leader, best-selling author, and global adventurist. The strategies Manley will share with you enabled him to achieve award winning results with his teams at the revolutionary retail concept, Build-A-Bear Workshop. He helped grow the business from 40 stores to over 400 worldwide, and realise revenue growth from 55 million to over 474 million, and a successful IPO on the NYSE. Manley s leadership influence contributed to a workplace culture that landed Build-A-Bear on the FORTUNE 100 Best Companies to Work For List four years in a row. Howard Kendall, Service Desk Institute Howard is recognised as a leading authority on service desks and IT support, and is a passionate advocate of all customer service improvements. In 1988 he founded the Service Desk Institute (SDI), after recognising the need for a professional support body for help desk and IT support professionals. Howard is also a Director of www.consultationinstitute.org (TCI) which helps develop best practices for the inclusive and professional consultation of stakeholders. He currently chairs the BSI committee that developed the UK Customer Service standard (BS8477), and BS8600 (now ISO10002) - the Complaints Management Standard, and works with ISO as the UK Leader and Principal Expert to ensure global takeup. Alex Hilton, Federation Against Software Theft Alex has spent the last 25 years working in the IT industry. Following completion of ICL s graduate training scheme he spent 12 years at Microsoft, running their anti-piracy and Asset Management (SAM) business. In 2006 he joined Centennial Software an independent Asset Management Software Developer, which was acquired in 2008. In 2010 Alex joined a Cloud start up called Rise as Managing Director; who were later recognised as Microsoft s worldwide Hosting Partner of the Year. In February 2013 Alex joined FAST (Federation Against Software Theft) as Chief Executive. 3

Customer Case Studies Malcolm Fry Speakers to be confirmed shortly. Malcolm is a recognised IT luminary with more than 40 years of industry experience. He brings an unparalleled breadth of knowledge on IT business and technical issues, and is a regular keynote speaker all over the world. As the author of many publications on IT service and support, he is regularly contacted as a source of information by technology journalists. Some of his publications include A Step-by-Step Guide to Building a CMDB, How to Build a Service Management Department and ITIL Lite: A Road to Map to Partial or Full ITIL Implementation. Malcolm was also a member of the ITIL V3 Advisory Group and a mentor for the ITIL Service Operations book. Cherwell Software Speakers & Breakout Session Leaders Craig Harper Craig Harper is the President of Cherwell Software and is responsible for worldwide marketing, sales, services and support. He is a veteran of the ITSM industry. From 1995 to 2008, Craig worked with BMC Software in various sales management positions, culminating in Vice President of Worldwide Product Sales, Solutions, and Consulting a $1.2B business. Following BMC, he served as the Vice President of Sales and Services at ServiceNow from 2009 to 2012. More recently Craig held the position of Vice President of Worldwide Sales and Services at ServiceMesh. Jeff Kelsey, Express Metrix (a Cherwell Software company) For more than 14 years, Jeff Kelsey served as Co-Founder and VP of Products and Services for Express Metrix, a leading provider of IT asset management (ITAM) software. With Cherwell s recent acquisition of Express Metrix, Jeff now services as the Director of ITAM Product Management. With more than 25 years of leadership in product management, software/systems engineering and business management at companies such as Boeing, Wall Data and WRQ (now Attachmate), Jeff s passion is for delivering products that exceed customer expectations. An expert in both the business and technology aspects of ITAM, Jeff is a frequent speaker at industry conferences. Josh Caid Josh is the Director of Product Management at Cherwell Software. With a passion for creating software that makes day-to-day lives better by solving real-world problems, Josh has been managing best-of-breed software products in the CRM and IT service management (ITSM) spaces for more than 15 years. He is a practitioner of pragmatic marketing and certified in ITIL best practices. Rami Cohen Rami provides Cherwell Software with a wealth of experience in the software industry, including six years at Cenzic, a provider of application security testing for enterprise software, where he was the Director of Engineering. Rami serves as the Director of SaaS and Enterprise Research and Development. 4

Mike Kyffin As our Practice Manager for Professional Services and Learning Services in EMEA, Mike is a highly driven professional with 17 years experience in diverse commercial and public business sectors. He has a track record of consistently delivering high quality, customer focused IT solutions and projects. He is a creative problem solver and has designed, deployed and managed ITIL industry standard best practices and processes. Mike has also delivered unified, end-user and technical staff training programmes; setting the foundation for IT training standards, recruitment selection, induction practices, company merges and acquisitions. John Noctor As our Director of Customer Success, John has more than 25 years experience in ITSM with a proven track record of success; from global implementations to small process specific deployments. He is an evangelist for continual service improvement and works with customers to achieve mutual success. Throughout his career, he has strived to build and maintain productive and valuable relationships; across all levels of an organisation. John s focus and motivation is to see projects and initiatives implemented successfully and work with customers to define, plan and realise their business goals. Aaron Alexander Aaron is a key member of our Professional Services team and is an experienced IT professional, who started his Cherwell career on the EMEA Service Desk as a Senior Analyst. During this time at Cherwell, Aaron has become a creative problem solver and gained extensive knowledge of Cherwell Service Management. He is widely acknowledged as a leading product expert, working closely with our customers who make full use of his extensive Cherwell knowledge and out-of-the-box thinking. Prior to joining Cherwell, Aaron spent time as a Global Service Desk Manager for a bespoke software vendor. Jarod Greene Jarod joined Cherwell as Vice President of Product Marketing, after previously held positions at Gartner as Engagement Specialist and Research Analyst for the past decade, he is widely recognised as an ITSM industry expert and thought leader. In 2014 Jarod won Gartner s Thought Leadership award, given to individuals who have re-thought existing concepts and debunked conventional wisdom as a more viable or powerful alternative to Gartner customers. Event Sponsors 5

Schedule at a Glance Tuesday 10 th February 19:30-20:00 Welcome Drinks 20:00-21:30 Seated for Dinner 21:30-22:30 Networking Entertainment Wednesday 11 th February (Sessions and timings are subject to change) 8:30-9:30 Registration 9:30-10:00 Welcome Address & Company Update Craig Harper, President, Cherwell Software 10:05-11:05 ITSM Trends & Future Roy Illsley, OVUM 11:05-11:30 Refreshment Break & Networking 11:30-12:00 Kill your IT Service Desk Mentality Jarod Greene, Vice President, Product Marketing, Cherwell Software 12:05-12:35 The Business Case for SAM Benefits, Value & Risk Alex Hilton, FAST 12:35-13:25 Lunch & Networking 13:00-13:20 The Nuts & Bolts of Service Desk Certification SDI, sponsor presentation 13:25-14:25 Cherwell Product Road Map Josh Caid, Director, Product Management, Cherwell Software 14:35-15:20 Breakout 1 Metrics That Matter Malcolm Fry Breakout 2 CSM Performance Optimisation Rami Cohen, Director, Engineering, Cherwell Software Breakout 3 Portal Design Mike Kyffin, Manager, Professional and Learning Services, Cherwell Software Breakout 4 Integrating IT Asset Management Into your ITSM Strategy Jeff Kelsey, Director of ITAM Product Development, Express Metrix Breakout 5 Topic to be confirmed Silpion IT Solutions GmbH, sponsor presentation 15:20-15:45 Refreshment Break & Networking 15:45-16:15 Customer Case Study Frances Gutmann Streit Service & Solution GmbH & Co 16:25:-17:10 Breakout 1 Metrics That Matter Malcolm Fry Breakout 2 CSM Performance Optimisation Rami Cohen, Director, Engineering, Cherwell Software Breakout 3 Portal Design Mike Kyffin, Manager, Professional and Learning Services, Cherwell Software Breakout 4 Integrating IT Asset Management Into your ITSM Strategy Breakout 5 Topic to be confirmed Elite Sponsor 17:15-17:30 Day s Wrap-up Jeff Kelsey, Director of ITAM Product Development, Express Metrix Themed Gala Dinner 19:30-20:00 Welcome drinks 20:00-21:30 Seated for dinner 21:30-Late Themed entertainment 6

Schedule at a Glance Thursday 12 th February (Sessions and timings are subject to change) 09:30-09:45 Morning Address 09:50-11:00 Reaching your Next Summit: Powerful Strategies to help you Expand your Comfort Zone, Realise your Potential and Increase your Impact Manley Feinburg, Vertical Lessons, Inc 11:05-11:50 Breakout 1 mapp Making 101 Josh Caid, Director, Product Management, Cherwell Software Breakout 2 Don t Geek IT, Speak IT! Manley Feinburg, Vertical Lessons, Inc Breakout 3 Maximise Your Service Desk Practices Aaron Alexander, Product Configuration Consultant, Cherwell Software Breakout 4 Continual Service Improvement John Noctor, Director, Customer Success, Cherwell Software Breakout 5 Topic to be confirmed Elite Sponsor 11:50-12:10 Refreshment Break & Networking 12:10-12:40 Switching your ITSM Provider? A Local Government Perspective 12:45-13:30 People Make the Service Difference - What are Today s Key Drivers? Craig Morton, Aberdeenshire Council Howard Kendall, SDI 13:30-14:15 Lunch & Networking 13:50-14:10 Codeless ITSM Solution as DevOps Accelerator WSP, sponsor presentation 14:15-15:15 Get SMArt What do ITSM and Art have in Common? 15:15-15:45 Event wrap-up Malcolm Fry & Jarod Greene, Vice President, Product Marketing, Cherwell Software Delegate Feedback from the Cherwell EMEA Customer Day 2014 I like the way the day was kept honest and transparent. This as a customer is reassuring knowing that we are partnering a company with morals Very nice day, with a good mixture of speakers and time to ask questions Thanks everyone for a great event Thoroughly enjoyed it Great time! Many thanks for a great day 7

Evening Events Networking Evening 10 th February Why not kick-off your conference experience by attending our exclusive pre-conference networking dinner? We want to offer you the opportunity to meet and network with your industry colleagues, as well as members of the Cherwell management team, in a relaxed setting, whilst you enjoy good food and the company of like-minded people to discuss ideas and experiences. We hope this will add value to your conference attendance, and provide the perfect foundation to connect with your peers before the conference events get into full swing! Themed Gala Dinner 11 th February Offering a unique and historic setting within Beaumont Estate, the Chapel has original features dating back to the 1800s and provides Cherwell Software with a signature venue to host its conference gala dinner, with a surprise theme! This exciting, fun and informal evening will commence with a drinks reception, followed by dinner with the atmosphere enhanced by music from a live band, a fun photo booth to share with friends and colleagues and capture some memories. The evening will provide a memorable occasion where delegates can unwind following the days conference sessions, to build new friendships within the Cherwell community and strengthen existing relationships. 8