The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant.

With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit www.servicedeskinsitute.com

Generative artificial intelligence (GenAI) offers many opportunities to improve IT service management (ITSM) and IT service desk operations and outcomes. However, GenAI’s success requires more than implementing the new technology. Instead, as with many technology changes, there’s a need for organizational change management (OCM) tools and techniques to facilitate what’s ultimately a change to the traditional ways of working, i.e. it’s a people change. 
Please join this SDI webinar with Helen May of SymphonyAI and Stephen Mann of ITSM.tools to learn the what, why, and how of successful GenAI adoption:
• What GenAI offers to IT service desk operations, in particular
• Why OCM is needed to make new GenAI capabilities successful
• How the OCM guidance in ITIL 4 should be embedded within your organization’s GenAI adoption initiatives.

GenAI Capability Adoption – It’s Not Simply “Time to Make the Doughnuts”

Customer expectations are rapidly evolving, and service desks must rise to the challenge by embracing cutting-edge technologies. This webinar will delve into how AI and automation are revolutionising service desk operations, driving efficiency, and empowering teams. You'll discover how chatbots are transforming customer interactions, how workflow builders can streamline processes, and how seamless integrations can unlock unparalleled efficiency.

Join us to explore the strategies and tools that will position your service desk at the forefront of innovation.
• Learn how AI-powered chatbots enhance response times and improve user satisfaction.
• Discover how workflow builders enable your team to automate routine tasks, freeing them to focus on other priorities. 
• Understand how seamless integrations between systems can streamline your service desk operations and improve overall productivity.

Unlocking Service Desk Potential through AI and Automation

Learn how federated administration is transforming IT service desk management by delivering faster resolutions, enhanced flexibility, and improved scalability. In this podcast, we’ll explore how decentralised service desk operations empower teams to tailor IT services to their unique needs while maintaining central oversight for security, compliance, and consistency. Whether you're an IT leader, service desk professional, or business manager, discover how this approach can boost efficiency, improve user satisfaction, and help your organization adapt to the evolving demands of modern, distributed environments.

Ready to discover how federated administration is emerging as the next big trend in next-gen service desk management? Watch now!

[AUDIO PODCAST] Transforming  Service Desks  with Federated Administration

One successful Gen AI attack on your IT Service Desk could destroy your business. Frank Abagnale tells how you can avoid being the next victim. Learn how your service desk can defend against AI-powered attacks.

Frank Abagnale has been a fraud and cybersecurity advisor for the last 48 years, working closely with the FBI to train their agents, delivering thousands of seminars to corporations across the world and authoring several best-selling books. You may also recognise Frank as the inspiration for the 2002 Oscar nominated Spielberg movie ‘Catch Me If You Can’.

Don't Let Hackers Fool Your Service Desk

In today's rapidly evolving business landscape, digital transformation is not just a choice but a necessity for sustainable growth. As 91% of businesses actively pursue digital initiatives and 87% of senior leaders prioritize digitalization, IT departments have emerged as pivotal in driving this organizational shift. They are tasked with achieving more with less, leveraging technology to streamline processes, elevating employee experiences, fostering innovation, and ultimately delivering tangible business value.

Join us for an insightful exploration of how reimagining Service Operations by leveraging IT Asset Management (ITAM) can accelerate digital transformation. Discover how unified IT Services and Operations (ServiceOps) can streamline processes, enhance visibility, and drive efficiency. Learn how Freshservice and Device42 can centralize asset data, automate lifecycle management, and maximize asset visibility to overcome operational challenges and enhance productivity.

Key highlights of our session include:
- Understanding current IT challenges amidst digital transformation
- Reimagining  Service Operations for enhanced efficiency
- Crucial role of ITAM in delivering efficient Service Operations 
- Strategies for leveraging ITAM to elevate your IT Service operations
- Interactive Q&A to address specific challenges and concerns related to IT asset management and digital transformation

Whether you're a CIO, IT manager, or a leader spearheading digital initiatives within your organization, this session promises invaluable insights and actionable strategies to propel your business forward. Don't miss this opportunity to discover how ITAM can redefine your approach to digital transformation and position your organization at the forefront of industry innovation.

Reimagining Service Operations - Leveraging ITAM for Accelerated Digital Transformation and IT Infrastructure Visibility

Join Dean Clayton as he showcases real-world examples of how organizations are using AI to enhance their support functions. Learn how AI can help you streamline your processes, reduce your costs, and be more productive, without sacrificing service quality.

Real Examples of How AI Can Help Your Organisation Do More With Less

Key Takeaways:

* Cross-team collaboration best practices: Operations teams are challenged due to limited visibility and collaboration with their counterparts in development and support. Learn ways to connect software development, IT operations, and IT support teams to reduce silos and improve teamwork.
* Change Enablement Practices: Teams are embracing innovative change enablement practices, such as automating risk models and integrating CI/CD pipelines. These practices help manage standard and high-risk changes more efficiently, reducing bottlenecks and saving time.
* Incident Management Innovations: Highlighting the importance of proactive incident management, including the use of playbooks, smart on-call scheduling, and team swarming. These innovations help reduce alert fatigue, improve incident response, and foster better coordination during major incidents.

Key Innovations in Modern Operations Management

We embarked on our journey towards achieving 5-star world-class accreditation with a vision to benchmark our operations against the industry’s best, thereby elevating our service to clients. This pursuit stemmed from a desire for self-improvement and a commitment to providing exceptional support aligned with Clifford Chance's strategic direction.
 
Our journey began with an in-depth analysis of our Service Desk, identifying areas for improvement and leveraging our existing strengths. We developed a strategy with clearly defined measurable goals focused on service quality. Implementing this strategy involved comprehensive staff training, upgraded technologies, and process reengineering to maximise operational efficiency and responsiveness. The benefits of this journey have been substantial: marked improvements in customer satisfaction, operational efficiency, and team morale.
 
Benchmarking against industry best practices provided a clear roadmap, ensuring we stayed aligned with world class standards. Throughout this process, our focus always remained on the client by fostering a culture of feedback and continuous improvement, we exceeded client expectations.
 
Our approach to recruiting and retaining the right talent was crucial because it ensured we had a skilled and motivated team capable of driving our initiatives forward. This approach highlighted the importance of building a strong workforce to achieve operational excellence and sustained success.

A pivotal factor in our success has been our unique partnership with Microland who manage our service desk in Bangalore, India. This open and transparent relationship was decisive in driving our service desk transformation. Microland’s clear communication and genuine commitment to our goals have empowered us to effectively tackle challenges, continuously innovate, and achieve exceptional results.

The Journey to 5 Star Service

In this session, Smrity will explore various methods to measure user satisfaction, such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). These metrics can be efficiently gathered using survey tools like ServiceNow, Happy Signals, and eSurvey. Smrity will also discuss the role of sentiment analysis, identifying the ‘what,’ ‘how,’ and ‘why’ of user sentiments.

Using two case studies from real-life customer interactions, Smrity will demonstrate how best practice can improve customer satisfaction, including prompt response times, effective communication, technical proficiency, and strong problem-solving skills. Smrity will emphasize the importance of focusing on the bottom quartile of service desk professionals to enhance overall service performance. By identifying their challenges and providing targeted support and training, organizations can significantly uplift the performance of the entire team.

Enhancing User Satisfaction in Service Desk Operations

The road to excellence consists of multiple improvement steps. Learn about recent ITIL developments designed to provide enterprises with practical recommendations for achieving improvements that enable business goals.

Discover how ITIL can help improve the Service Desk... and much more.

The University of Glasgow has been on a service improvement journey for a number of years now (who hasn’t?), which has led to a stronger focus on common bonds between teams and lines of business, together with (where possible) a common approach to Service Management through shared measures, processes and platform.

In this presentation, Mark will walk through some real world examples of these in action.

Using common measures, processes and platform to improve service delivery

In the current economic landscape, CIOs face the challenge of driving digital transformation with constrained resources. The 2024 Freshservice IT Service Management Benchmark Report (FBR) provides crucial insights for IT leaders to optimize operations and implement effective solutions efficiently.

Join us as we explore service management capabilities designed to help your organization achieve service excellence and operational efficiency. This session will emphasize the advantages of benchmarking and evaluate key performance indicators (KPIs) to enhance IT services and demonstrate IT’s business value.

Key takeaways:
* Driving Continuous Improvement: Learn how benchmarking can foster ongoing enhancements in processes, products, and services.
* Critical KPIs for IT Service Management: Understand the seven essential KPIs and their application in measuring and improving IT service management.
* Strategies for Workforce Efficiency: Discover methods to boost employee satisfaction and agent efficiency, contributing to a high-performing workforce.
* The Impact of Generative AI: Explore the transformative potential of generative AI and its implications for IT service management.

Elevate IT Performance: Key KPIs and Benchmarking Strategies to drive business value

Discover how your service desk can flourish, just like NHS South, Central and West, through a well-designed and implemented set of processes, procedures, and practices. Learn how to onboard new customers seamlessly, deliver value faster, and achieve outstanding customer engagement and satisfaction.

Plus:

- Designing and communicating effective processes

- Accelerating value delivery

- Enhancing customer satisfaction

Don’t miss this opportunity to learn from their service improvement journey and explore strategies for your own success.

Transforming Service Delivery in NHS IT while achieving SDC

Drawing on his experiences as a service desk leader at Waitrose, John Lewis, Wipro and Fifosys, Barry will be discussing how to set you and your team up for success as you embark on a journey to build best practice and utilise benchmarking in your Service Desk.

Starting with Why?

In the fast-paced world of help desks, there are always opportunities for improvement. The key is selecting the right processes and metrics to focus on. In this webinar, you’ll learn

1. How to identify the most impactful metrics for benchmarking
2. Strategies for implementing small, continuous process improvements
3. Leverage data to track and measure service performance

Join us to learn how a smart approach to benchmarking can drive significant performance enhancements and keep your help desk on the path to continuous improvement.

Elevate Your IT Service Desk: The art to finding the right metrics to benchmark for maximum impact

Guiding Service Desks towards greater success and influence within an organisation—the principle of building bridges. Building bridges means connecting people, processes, and technology through best practices to create a seamless, efficient, and forward-thinking environment. It’s about how a service desk can lead by example, setting the standard for excellence that others in the organisation will want to follow.

Building Bridges – How a Service Desk Can Lead by Example within a organisation

In today’s digital landscape, any organization with a service desk can become a target. But what if enhancing security could also mean improving productivity? Join us to explore this possibility—without compromising your bottom line or customer satisfaction.

Marc Morgan-Davies, Director of Solutions Engineering, invites you to discover a dual-focus approach that protects your service desk without sacrificing service quality.

In this insightful session, you will gain knowledge on:
- How inefficiencies in your process can open doors to potential cyber threats.
- Strategies for weaving security into your IT support processes seamlessly.
- The role of Privileged Access Management (PAM) in fostering a secure yet efficient IT environment.
- Elevate your service desk’s performance and safeguard it from threats with actionable insights and expert guidance.

Supercharge Your Service Desk: 5 Steps to Boost Efficiency and Enhance Security

In today's competitive landscape, delivering an exceptional customer experience has become crucial for enterprises. However, as the complexity of technical support requests grows, managing associated caseloads, handling escalations, and keeping support teams well-trained and managed can be daunting.
 
As a Helpdesk or Service Desk manager you would know that customer expectations (both external and Internal) are high, and alternative choices are just one click away, making the support function more important than ever.
 
Join this session with industry analyst Mrinal Rai from ISG as we discuss around 'Why' customer support matters and 'How' LogMein Rescue can support in this journey, highlighting specific industry use cases.

Transforming IT Support With Visual Engagement

Effective Cyber Incident response relies on striking a balance between speed and information sharing. In this session we’ll discover how the role of the service desk is critical in this process that’s designed to lower the risk to any organization from a cyber security incident.

We’ll identify common errors to avoid and walk through guidance/technical best practice(s) on actions you can rapidly take that both reduce risk and meet stakeholder needs.

Effective Cyber Incident Response

Service Desk

Help Desk

Microsoft

Risk Management

Cyber Incident Response

Best Practice

Information Risk

Cyber Security

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IT Service Management

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Effective Cyber Incident Response

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