MARK BOYER_
Keynote — 2026

Why great service desks shouldn't exist.

Finding magic in IT services
MARK BOYER
Global Services Director
Why do service desks exist?
Rory Sutherland
Rory
Sutherland
Alchemy
The magic of original thinking in a world of mind‑numbing conformity.
2026
2010
The 2010 coalition government
2010
iPhone 4
2010
The first iPad
2010
2026
A user with her head in her hands at a laptop
Peter Tarka
Peter
Tarka
Designer & art director
Peter Tarka — coffee machine artwork
Peter Tarka
Peter Tarka — radio artwork
Peter Tarka
Peter Tarka — bike artwork
Peter Tarka
Peter Tarka — pipework artwork
Peter Tarka
Call the desk.
The portal.
Smiley-face survey magnets
Pink crocs
ITIL®
Aerial view of a crowd
Behavioural science
Human centred design
Service blueprinting
Flow modelling
Behavioural science
Human centred design
Service blueprinting
Flow modelling
Behavioural science
Human centred design
Service blueprinting
Flow modelling
Behavioural science
Human centred design
Service blueprinting
Flow modelling
Behavioural science
Human centred design
Service blueprinting
Flow modelling
Design debt.
Uber
Uber app screens — live map, driver, fare
Dashboards?
Visibility.
FastorSlow
Metrics are not experienced.Experience is not a metric.
Design out demand
Design out demand
Automate what remains
Design out demand
Automate what remains
Elevate the humans
Signal
Insight
Decision
Change
A user smiling at a laptop with a coffee
Do not manage failure.
Design failure out.
Keynote — 2026
Find magic in IT services.
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MARK BOYER
Global Services Director