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

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

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

SysAid's latest offerings significantly enhance service desk efficiency. The SysAid Copilot's Chatbot and Emailbot can increase ticket deflection by up to 35%, reducing the number of tickets that require human intervention. The new Admin Assist tools slash Mean Time to Resolution (MTTR) by 50%, accelerating problem-solving processes. Additionally, SysAid's AI Insights and BI Analytics provide critical data to identify areas for improvement within the service desk, driving continuous enhancement and optimization.

How to 5x productivity by leveraging AI in ITSM

With rapid developments in artificial intelligence, it’s easy to picture a world where IT Teams don’t need to drown in a list of logs, because it’s already here today. Nexthink uses AI to help organizations make the shift from reactive to proactive to preventative IT management, resulting in continued improvement in digital employee experience and productivity.

Part one of this 30-minute session will show you how Nexthink customers are leveraging AI TODAY to make informed decisions for their companies, faster. Helping save IT teams time and money with new DEX capabilities such as:
· Cloud Intelligence – evaluate employee experience with AI driven analysis.
· Binary, Device & Application Insights – troubleshoot at scale by leveraging AI to instantly compare single user problems to millions of others like it.
· And many more – a sneak peek into the future of AI for DEX with Nexthink.

Part two will demonstrate the undeniable benefits of IT management through Nexthink Assist, the first AI-powered virtual assistant for DEX.

Teams that harness AI technology will revolutionize digital employee experience faster and more efficiently. You can’t afford to wait. Join us on August 1 to learn more about starting your AI-powered DEX journey with Nexthink.

Harnessing the power of AI to optimize digital employee experience (DEX) with Nexthink

Transform the complexities of IT Service Management and enhance the digital employee experience with the power of generative AI and automation. Join us to explore how SymphonyAI's Apex platform can revolutionise your IT management, achieving up to 50% faster resolution times.

Discover how the designer portal enables the creation of complex workflows with ease, allowing you to roll out new services swiftly using its low-code/no-code platform.

In this webinar, we will demonstrate the employee onboarding process and show how you can easily adapt this to match your internal processes and requirements,

Join our experts, Ikram and Helen, to see how you can lead your service desk into the future.

Taking the friction out of the ITSM for you and your processes

Gain the recognition your IT team deserves with TOPdesk, winners of TrustRadius TopRated and Gartner Peer Insights Customers’ Choice award

Delivering consistently great IT services should be easy – even when you’re busy. It’s why we made TOPdesk: a platform that simplifies life at the IT service desk, so you have more time for the work that wows.

Our service management solution combines an out-of-the-box, ready-to-use tool with in-house experts, helping you achieve your IT and service management goals step by step. From our easy-to-use Self-Service Portal and knowledge management items, to asset management and comprehensive reporting – we’ve got you covered.

Let us help you improve, one step at a time.

How can IT service management help improve your digital employee experience? By implementing a robust ITSM solution you’re setting the foundation for great experiences for your employees, whether they’re operators or end users.

Gain the recognition your IT team deserves with TOPdesk

Jake will demonstrate how HaloITSM seamlessly integrates with enterprise collaboration tools to empower communication. Join Jake to discuss the importance of technological communication and a ‘how to’ on streamlining efficiency across the modern, hybrid-work environment.

Driving User Experience: Collaboration Tools and Enterprise Service Management

According to a recent Gartner study, organisations that implemented enterprise-wide service management solutions saw a 30% increase in employee satisfaction and a 25% improvement in operational efficiency.

Join us for this insightful session where we'll explore how you can leverage your IT service management investments to extend best practices beyond IT and into your business teams, including HR, Finance, Facilities, and more. Discover the benefits of unifying service management across your entire enterprise, such as enhanced employee experiences, improved productivity, and a greater return on your service management investments.

With the power of gen AI, you now have the opportunity to revolutionise service management across the organisation, enabling agents to concentrate on what truly matters to your business.

In this session, you'll learn how Freshservice from Freshworks enables you to create an AI-powered, unified service management experience for both IT and business functions. We'll cover how IT and other business departments can collaborate to resolve employee queries instantly, automate tasks, streamline workflows, and personalise interactions.

Key Takeaways:
- How to unify service management across your enterprise.
- The benefits of AI-powered service management.
- Strategies for enhancing productivity and employee experience.
- Real-world examples of successful service management implementations across various business functions.

Don’t miss this opportunity to unlock the full potential of your service management investments. Register now to secure your spot and transform your organisation's service management practices.

Freshservice. Maximising Your IT Investments Across the Organisation

A key driver for superior employee experiences is to increase the self-reliance of employees so they don't need to wait for the IT service desk to assist with simple requirements or issues that hinder their work momentum. And IT self-service automation plays a significant role in the gradual journey towards empowering employees beyond simple IT assistance.

In this session, we will focus on how ServiceDesk Plus can deliver exceptional self-service experiences through the platform's workflow automation capabilities. Also, the session will showcase how our AI-powered virtual agent can converse simply with end users to resolve their low-level incidents.

Key takeaways of the session:
Design conversational service request experiences with an AI-powered virtual agent on a visual canvas.
Build end-to-end automated workflows that can be triggered for precise service desk operations.
Establish tier zero support that can try to auto-remediate L1 incidents before escalating to a technician.
Leverage end-to-end automated workflows to automate service requests such as software accesses.

Boost digital employee experiences with end-to-end service delivery automation

Discover how PeopleCert's ITIL Accredited Tools Registry can help you make more informed decisions and reduce risks when selecting a new tooling option for your service.

1. Why do we accredit tool vendors?
2. What does this accreditation mean for tool buyers?
3. What is the value for tool buyers?
4. How can you benefit?

Learn more about ATV and discover the list of accredited tool vendors at https://atv.peoplecert.org/tool-vendor-accreditation/

Meet The Only Official ITIL Accreditation for ITSM Tools

In today's economic climate, CIOs are under immense pressure to drive digital transformation with limited resources. The 2024 Freshservice IT Service Management Benchmark Report (FBR) offers essential insights to help IT leaders streamline operations and deploy impactful solutions efficiently.

Join Luc Roi and Anand Elangovan as they discuss service management capabilities that will help your organization achieve service excellence and operational efficiency. This webinar will highlight the benefits of benchmarking and assess key performance indicators (KPIs) to optimize IT services and demonstrate IT’s business value.

Key takeaways include:
Learn how benchmarking can drive continuous improvement in processes, products, and services.
Understand the 7 critical KPIs and how to use them to measure and improve IT service management
Discover strategies to enhance employee satisfaction and agent efficiency for a high-performing workforce
Explore the transformative potential of generative AI and its impact on IT service management

Strategic IT Benchmarking: Key KPIs for Enhancing Business Value in 2024

Okay, so you’ve achieved something exceptional within your service desk (or your people have) and now you want to shout about it (and them) – and rightly so. The SDI Awards 2024~25 await…but how do you ensure your entry makes the coveted awards shortlist, and gives you the best chance of proudly accepting a shiny new trophy?

If you’ve never thrown your hat into the ring, the SDI Awards could seem a somewhat intimidating and confusing place. While glitz, glamour and lots of the bubbly stuff typically await those lucky enough to reach the final, the initial road that leads to the ‘big night’ of the awards ceremony can seem a long and windy one. For example, with 6 awards categories, how do you make sure you’ve made the right choice? With many stories within your service desk to tell, how do you pick the best (and most relevant) one? And, once you’ve all done that, how do you make sure you tell your story in a way that captures the judges’ attention, and gives you that all-important edge?

Confronted by such awards-shaped dilemmas, you could be forgiven for failing to even reach the stage of downloading the submission brochure! But it needn’t be this way. Today's webinar panelists know a thing or two about winning SDI awards, all having been category winners in 2023. Allow us to alleviate the head-scratching and make your awards journey as smooth, seamless and enjoyable as possible. Register now for our judges and winners top tips, plus live q&a with them - ask them anything to help turn uncertainty into pure, unbridled awards enthusiasm…

How To Win an SDI Award 2024~25

The past couple of years witnessed intense hype and speculation over the role of Generative AI in every aspect of business and life, in general. However, the true potential and concerns about AI might get lost amid the din of the hype noise, especially when it concerns IT.
To help IT teams better measure up their AI footprint and plan their future AI roadmaps, ManageEngine partnered with the Service Desk Institute, UK (SDI), to survey 150+ IT managers, technicians, and CIOs on the adoption of AI in general and GenAI in particular across their ITSM practices.
We have distilled the insights gained through this survey into a report that Kumaravel Ramakrishnan, the Director of marketing for ITSM at ManageEngine and David Wright, Chief Value & Innovation Officer, SDI would unwrap in this webinar.
Tune in for the live webinar if you are keen on getting answers to:
What are your peers doing to adopt AI at their organizations?
The ITSM practices that would be most impacted by genAI
Are the perceived benefits meeting the initial expectations about AI?
How do you evaluate ITSM platforms in the genAI world
How do you handle concerns over governance, ethics, job security, and ROI?
 
Join Kumar and David live on July 2, 2024 at 11am BST to get these answered and more.

The State of Artificial Intelligence in ITSM - 2024 and Beyond

IT Asset Management (ITAM) is a critical practice in modern-day service management solutions for managing operational risks, security, and service costs. Join us for an insightful online roundtable discussion on next-generation Asset Management. David Wright, Chief Value & Innovation Officer at SDI, will host a panel with experts Gary Blower, ITSM Practice Lead at Eficode, Mike Jones, Product Leader at Atlassian, and Rich Poulton, Sales Solution Engineer at Lansweeper, to discuss approaches to navigating the complexities of asset management and learn actionable strategies for optimizing efficiency and reducing costs.

We will explore the current and future Asset Management capabilities of Jira Service Management and discuss the importance of ‘keeping it simple’ whilst providing the capability to support ever more complex use cases and environments. We will also discuss the need for a distributed model of capturing asset management data and how multiple sources of truth exist. You’ll discover modern techniques to address these challenges, including asset quality assurance, asset data cleansing, and asset consolidation.

What you will learn:
Understand the concepts of consolidating distributed asset data
Find out how to cleanse and establish the quality of the asset data
Discover the benefits of Jira Service Management Asset Data Manager capabilities

Don't miss this opportunity to gain valuable insights from Atlassian experts and stay ahead of the curve in the evolving world of asset management.

Next-Generation Asset Management

Turbo-charge your services with a humanised and unified approach to service management

Traditional IT Service Desks were not designed for modern-day IT infrastructure. Consequently, some customers find interacting with IT clumsy and complex. As a result, Service Desk software is experiencing a period of rapid innovation and growth to deal with increasing complexities of controlling support services in a hybrid environment.

IT teams must also look beyond the technology and established frameworks to understand how best to humanise their interactions with end-users and deliver an excellent customer experience.

Karmaleon, teamed with Motadata, will be presenting ServiceOps, a unified ITIL-aligned, PinkVERIFY Certified, Service Desk, Built on DFIT™ (Deep Learning Framework for IT Operation) that helps businesses to swiftly embrace changes in People, Processes, and Technology.

Furthermore, we will explore how we can consider the human experience in the design of IT processes and services through the Humanising IT™ concept.

Key takeaways:
- How Humanising IT™ can deliver better outcomes for the customer and IT.
- How taking a unified approach to service management can increase efficiency and lower costs.

Turbo-charge your services with a unified approach to service management

Providing a great customer experience with multichannel self-service features powered by Atlassian Intelligence

In this demonstration we present a step-by-step guide for setting up Jira Service Management for customer self-service and provide examples of using Jira Service Management in different business scenarios. We will offer tips and best practices for maximising the efficiency of Jira Service Management in providing a contactless customer experience: including how to,
Implement a user-friendly interface for the self-service portal to enhance customer experience
Integrate AI-powered chatbots with Slack and Microsoft Teams to provide instant support and responses to customer queries
Develop a knowledge base with FAQs and troubleshooting guides accessible through the self-service and machine learning queries.
Utilize AI for predictive issue resolution and proactive support recommendations
Enable customers to track their requests, orders, or issues independently through the self-service portal

Providing great customer experience with self-service powered by Atlassian

Relax and let AI do the work for you. Not only will your service desk team become more efficient, but your customers will experience better service.

Looking to start using AI within your ITSM platform? Let your users make use of AI features including automated assignment and knowledge base article suggestions. With HaloITSM, you can fulfil requests easily, automatically, and with no errors.

And with HaloITSM's self-service portal, you gain freedom with a fully customisable, white label portal to create an extension of your brand. End users can access their requests, raise tickets and find solutions from knowledge base articles. Control the information they see and actions they can do depending on the user.

You’re in good company: 100,000+ people, from 75+ countries, trust HaloITSM to deliver their IT Service Desk.

How to Win with IT Self-Service

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

visual engagement

Customer Support

IT Service Desk

helpdesk

ITSM

ISG (Information Services Group)

GoTo

Rescue by LogMeIn

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

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Transforming IT Support With Visual Engagement

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