What went down at Refresh:IT 2016

Refresh:IT saw the beginning of a promising ITSM community in India, along with the first step towards creating a better employee experience in the workplace. From the Freshservice front, it was the first of its kind and received visitors from big brands like Mercedes Benz, TVS, Microsoft, Harman, Larsen and Toubro, Knowlarity, and more of our friends from the SaaS underworld.

Refresh:IT was envisaged as a forum for IT leaders to debate and exchange ideas about service management trends, build a user community and reflect through practices, and share exclusive insights into the product roadmap for prospects and customers. And that’s exactly what happened in the end at Refresh:IT – complete with inspiring speakers and an engaging panel discussion that hit the right note.

Evolution of IT to support the modern workplace era

With an expert line-up of CIOs to throw light into the future of the IT department in the current evolving workplace, the panel discussion was one for the books. Meheriar Patel, CTO of The Mobile Store, veraciously moderated the entire dialogue exchange and unified the viewpoints about the need for services to constantly change and meet global requirements in order to keep up with the times. Here are some of the key takeaways from the discussion:

IT needs to become an enabler of services

According to Darshan Appayanna, Chief Information, Security and Knowledge Officer of Happiest Minds Technologies, IT department shouldn’t just be service-oriented and needs to make the major shift to become an enabler. He further stressed on the need for IT to substantiate that IT is not just a cost centre but that it’s the game changer for workplace productivity by understanding the business needs, making those services happen, and building a collaborative environment to continuously innovate.

IT department needs to transform to become an enabler of services & connect the dots for the business.

“A fool with a tool is still a fool. Always have a goal, a plan & the tool as the enabler. - @CIO_Dash Click To Tweet

Flexibility and agility are key to IT serving customer needs

IT is no longer about fixed processes. It’s all about being flexible and proactive to provide the company with the tools and technology to make them successful. Vivek Khare, Director of IT & Facilities at GSN Games, went on to assert that while IT leaders don’t get the time to stay ahead of everyone, they are expected to do exactly that in order to find out what works for an organization and doesn’t.

“Customer experience is what matters to IT teams. - Vivek Khare Click To Tweet

Gaurav Gupta, IT Director of Delhivery, further added to that by voicing out how IT needs to be able to design a service framework as and when the need arises for it. Stating an example, he expressed the requirement of defining a service catalog that can be changed in a day if necessary.

IT is all about being agile and responsive to employee needs.

All about customer service

Talking about viewing ITSM through a customer service lens, Nishant Rao, COO of Freshdesk, delved into implementing customer service best practices in internal IT support to improve the overall employee experience. His biggest selling point was about fostering a culture of experimentation in IT – to iterate and fail fast.

“The best customer service is when end users don’t need to reach out to the help desk. - @nishrao Click To Tweet

Meanwhile, Gaurav Gupta took the center stage while discussing consolidation of IT and non-IT in customer service management. He advocated the implementation of service management across functions for better productivity and success in the workplace.

Taking employee experience a notch higher, Venkat Balasubramanian, Senior Director of Freshdesk, spoke about delivering value to customers through service management. Leaning towards Freshservice’s roadmap and the product itself, the session sparked a few discussions around topics ranging from mobility to machine learning.

The future of Refresh:IT

Bengaluru saw the first of Refresh:IT but it sure isn’t the last. A big thanks to our attendees and speakers for making our debut a success. We’ll be hitting different cities around the world pretty soon, beginning with San Francisco and London early next year. We’ll continue to update this space with more information soon as we’re ready to go live.

If you’re interested in learning about what our speakers had to say about the current service management trends, simply leave a comment and we’ll share the resources with you.