HEATwave 2016 - London

November 2nd, 2016
The Crystal Building, London E14

Be part of the growing HEAT Community at HEATwave London – now in its 4th year!

Bringing together HEAT customers, partners and industry experts to share experience and insights to help you deliver tangible value to your organisation.
HEATwave takes place again at the innovative Crystal Building in Royal Victoria Docks, London.

Registration is free – don’t miss out and secure your place today.
See below for more details


The Crystal Building, London E16

Time Session Speaker
08.30 Registration Breakfast & Partner Exhibition
09.30 Welcome to HEATwave 2016 Roberto Casetta, SVP
International HEAT Software
09.45 Keynote: HEAT Software Company Update
John will share an update on operations, recent successes and strategic direction
John Ferron, CEO
HEAT Software
10.15 Strategy: Service Automation, Security and Mobility – Trends in the Digital Workplace
Greg willl review how the trends in service management, unified endpoint management and security are impacting the HEAT Software solution strategy.
Greg Clancy, VP Product
Management, HEAT Software
11.00 Coffee Break & Partner Exhibition
11.30 Customer story: Delivering a Global IT Service Centre for Newell Brands
Rob will share his experiences, successes and challenges whilst building a global IT service centre - implementing 7 ITIL processes inside 8 months, using Heat Service Management, Desktop and Server Management and Discovery. Rob willl share how as part of a global rollout Newell operating company X-Acto went live in just 14 days. The IT Service Centre is no longer just a helpdesk and is transforming service delivery at Newell supporting 20,000 employees with just two frontline staff.
Rob York, Director, Global ITSC
& EMEA IT, Newell Brands
12.00 Real threats for businesses today: Mischief, extrortion and multi-million-pound frauds
Back by popular demand, Graham Cluley, Security Industry expert, will share how changes in the digital workplace have increased the threat of security breaches. One of the multi-million-pound frauds that Graham will share directly involves the service desk… This session will be followed by an update on how HEAT Software can secure the Digital Workplace to standards set by GCHQ.
Graham Cluley, Independent
Security Expert
12.30 Secure the Digital Workplace to the standards set by GCHQ
To address the increasing number of security threats organisations now face, HEAT Software, together with NCC a global information assurance specialist, will share how our HEAT Endpoint Security solution is the only software execution solution to be certified by the NCSC - the National Cyber Security Center and the Authority for Information Assurance in the UK. The NCSC is the information security arm of the UK Government Communications HQ (GCHQ). Learn how HEAT became accredited for all public sector and commercial organizations looking to be compliant and bolster their security defences.
Paul Morris, HEAT Software
Sean Atkinson, NCC Group
13.00 Lunch & Meet the HEAT Partner Community

Time Track 1: HEAT Service Management Track 2: HEAT Unified Endpoint Management
14.00 What‘s New in HEAT Service Management?
In this session, Peter Coote, Applications Systems Engineer, HEAT Software will provide an overview and demonstration of the latest capabilities in the Heat Service Management Platform.
What you will learn:
  • See the latest HEAT Service Management and understand
    their benefits
  • Hear what’s new in Voice Interaction Management
  • Understand what’s coming next on the HEAT Service
    Management roadmap
What's New in HEAT Endpoint Security?
Throughout 2016, many customer‐requested feature enhancements have been added to both the HEAT ES and EMSS platforms. Join David Murray to review the latest enhancements and understand how they can help to solve problems in your environment.
What you will learn:
  • See the latest ES and EMSS features and understand
    their benefits
  • Understand what’s coming next on the ES and EMSS
14.45 Implementing HEAT Knowledge Management & KCS
After a highly successful launch of HEAT (Incident, Service Request and Problem) the migration of Change Management and cutover to HEAT Voice, Queensland University of Technology decided to implement HEAT Knowledge.

Ashton Mossop, Support Centre Manager at the Queensland University of Technology, will take you on their Knowledge Management journey:

  • Find out what changes were implemented from a
    process and cultural perspective
  • See an overview of the enhancements made to the
    Knowledge and Incident modules to support common
    KCS practices & principles
  • Get tips, trick and lessons learned to get the most out of
    your implementation
Managing Apple Devices in a Windows World
Whilst Windows support requirements continue to dominate the focus of enterprise endpoint management efforts, when given the choice more employees now choose Apple devices as a consequence MacOS and iOS (as well as Android) are finding their way into the Windows workplace and need to be managed.

In this session, Margreet Fortune, Regional Manager LANrev, will:

  • Explore the tools for managing macOS, Windows,
    iOS and Android all from a single ‘pane of glass’ ‐ the
    LANrev console.
  • Show how to unlock the power of integrated patch
    management, end to end software management,
    mobility management.
  • Identify the optimal practices and solutions that will
    enable comprehensive management of Apple
    devices side‐by‐side with Windows endpoints.
15.15 Coffee Break & Partner Exhibition
15.30 Your Technical Questions Answered -
HEAT Software Community Forum

In this session, Alasdair Robertson, Certified Architect, CTMS will provide technical answers to some of the most important questions raised on the HEAT Software Community Forum and highlight the importance and value of joining, participating and sharing best practice.
What you will learn:

  • How to get the most out of the HEAT Community
  • Improve your Service Requests with complex approvals
  • How to use relationships between objects
Defence against the Dark Arts
Matt Walker, VP NEMEA, HEAT Software and Tim Cox, Sales Engineering, Manager, HEAT Software and will explore endpoint security challenges, endpoint defense in depth strategies and patch management best practices and will cover:

  • Ransomware – how to protect against it
  • Patch Management Best Practices – how
    to reduce the attack footprint
  • Application Control – how to create a first
    line for endpoint defence
  • Device Control – how to ‘STOP’ thief or
    allow legitimate use?
  • Antivirus – how to prevent malware
16.00 Integrate IT Operations with HEAT Service Management
In this session, Savision, HEAT Software partner, will share how their integration, available via the HEAT App Store, allows you to unify monitoring and automated service discovery and integrate with HEAT cmdb. Matthew Carr will explain how to consolidate your IT Monitoring tools such as SCOM, Nagios and Solarwinds into a Service oriented framework that integrates with your HEAT cmdb.
What you will learn:
  • Import your business services from Heat to show the real-time
    health status of the services based upon the underlying by your
    performance shown monitoring tools.
  • Keep your cmdb up to date and provide a single pane of glass for
    C-leve lexecutives that improves communication and
    trouble-shooting time.
Industry 4.0 – Securing all devices in ‚The Digital Enterprise‘
In this session, Roberto Casetta, HEAT Software, will share how Industry 4.0 initiatives are becoming so important that governments are now offering significant tax relief on investments. HEAT Software is working with global companies on Industry 4.0 projects, where IT audits have clearly shown security threats reside on the majority of production plant systems, which have become vulnerable over recent years.
What you will learn:
  • The importance of Industry 4.0 and its impact on your
  • Why HEAT Software can address your threats today and is
    positioned as a Rising Star by Experton in Industry 4.0
  • How HEAT is working with automotive clients to protect
    investments made in the “Digital Factory”.
16.25 Transition

Time Session Speaker
16.30 Heat Academy – New Best Practice Curriculum & Virtual Education Services
HEAT Software is transforming the way it delivers education to our customers and partners.
In this session you will learn about:
  • A brand new HEAT Academy that will be the hub for all education content and classes
  • New curriculums built around a modern blended learning approach
  • Virtual classrooms and labs available reducing the need for travel and time spent out of the
  • Self-paced online training available when you are
  • Modularised and comprehensive learning paths, accreditations and certifications for all
Steve Gardner, VP Service Operations, HEAT Software
16.45 Are robots really leaving the factory floor and heading for your desk - and your job?
Ollie O‘Donoghue, Head of Research & Insight at The Service Desk Institute will share the results of a major industry benchmarking research project in Service Management. Ollie will share the findings and discuss new trends impacting the help desk, including support for the new digital workplace, the needs of flexible mobile working and the need to encourage self-help. He will highlight what’s relevant to your business and what this means for the service management industry as a whole.
Ollie O‘Donoghue,
Head of Research & Insight,
Service Desk Institute
17.05 HEAT Customer Awards
The Best Service Management & Unified Endpoint Customer Implementations will be recognised.
Roberto Casetta, SVP International HEAT Software
17.15 Closing Remarks Roberto Casetta, SVP International HEAT Software
HEAT Happy Hour - Networking Drinks Reception

Agenda pdf >>

Partners & Sponsors


Venue & Travel

The Crystal Building, London E16 1GB


Download the travel guide here


By Underground and Docklands Light Railway(DLR)
The Crystal is on the waterfront at the western end of the Royal Victoria Docks in East London and is well served by public transport.


Docklands Light Railway Stations

DLR Route Map
D1 – Canning Town
D2 – Royal Victoria
D3 – Custom House


Train Stations
T1 – Canning Town
T2 – Custom House



By Bus
See TfL bus links running closest to Royal Victoria Station

By Car
The Crystal is just off Silvertown Way (A1011) at its junction with Lower Lea Crossing (A1020). It is outside the London Congestion Zone but inside London’s Low Emission Zone. Access to the centre is from the roundabout on Tidal Basin Road.
The Royal Victoria Car Park (L2) offers 750 parking spaces a five minute walk away and is located behind the Crowne Plaza Hotel on Western Gateway.

By Air
The centre is within five minutes by taxi of London City Airport which serves over 30 destinations across the UK, Europe and the USA, with connections to the rest of the world through major European hubs.

By Cable Car
You can arrive at the Crystal direct by cable car from the Greenwich peninsular.


Hotel Options:
London offers a wide choice of hotels to suit all budgets and preferences.
Search for ‘Excel Exhibition Centre, London’ as this will provide you with a list of available rooms within close proximity to our venue, The Crystal.
Alternatively, Central London, which has lots of hotels to suit all budgets, is easily accessible by the Docklands Light Railway, Emirates Cable Car and Jubilee Line.





Is there a cost to attend HEATwave London?
No – the event is free, however you are liable for your own travel and hotel costs.

Will I receive a confirmation?
Yes –we will send confirmation by email then you will receive full joining instructions shortly before the event – also by email.

Can I bring my colleagues?
Yes – please forward your invitation and ask them to pre-register. Whilst we cannot guarantee additional spaces we will do our best to include everyone who wishes to attend.

What happens if I need to cancel?
Contact us via email and let us know if you wish to send someone else from your organisation.

What’s the dress code?
Business casual – The Crystal provides a secure cloakroom for coats and hand luggage on the day.

Are there facilities for disabled persons?
Yes – the venue is accessible for visitors with a range of needs, including a hearing loop. For a detailed accessibility statement visit the venue website

Can I arrange a personal demo during the event?
Yes – HEAT experts will be showing our HEAT Service Management and Endpoint Management on demand during the breaks.

I’m a HEAT partner, how can I take part in the event?
You can register as a delegate and there are several sponsorship and exhibition packages available. Contact us for details

I’m interested in sharing my customer story, how can I get involved?
Ask about our HEAT Insiders program – designed to help customers network and share their successes with each other including speaking at events, awards and case studies. Contact us for more information:

How can I access the content if I cannot attend?
All session content will be shared via the HEAT software knowledge base after the event, details will be provided in our customer newsletter.