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

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

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

Do you think you can do more automation in your everyday service delivery operations?
It's 2024 and you should be thinking 'Yes'. If you did, the good news is that the barriers of entry to establishing an end-to-end service delivery automation is lower than ever.
With ServiceDesk Plus, contact-less end user service delivery can be made possible without unreasonable overheads. Join our quick session to glimpse over how:
- Relieve your technicians from everyday monotony with single-touch workflows.
- Auto-remediate the low level incidents, before they eat away your service desk's time.
- Automate common service requests such as provisioning approved software through an AI-powered virtual agent.
- Get a behind-the-scenes look on how to craft complex workflows without breaking a sweat.

The modern self-service workflows you need, to up your ITSM game

Amidst a growing emphasis on efficiency and collaboration, the adoption of ServiceOps is on the rise, with 84% of organizations now utilizing ServiceOps solutions to bolster synergy between IT service and operations. This robust integration empowers IT and operation departments to streamline workflows, increasing productivity and cost-effectiveness.

Join us for an exclusive demo where we will explore the transformative power of ServiceOps in reshaping how businesses operate. Discover how state-of-the-art automation, AI/ML/analytics, and cross-functional platforms are reshaping collaboration, making it not just practical but also financially rewarding. Gain valuable perspectives on:
The impact of ServiceOps and its strategic significance
Real-world success stories highlighting organizations reaping the benefits of streamlined technology collaboration and optimized workflows
Current dynamics and trends in the ServiceOps market influencing business strategies
Explore how Freshservice ServiceOps empowers businesses to break down silos, optimize resources, and drive operational excellence.

Efficiency Redefined: ServiceOps for Business Success

Explore how Jira Service Management’s latest AI innovations can help support and operations teams deliver outstanding service at scale. See how AI-powered agents, AIOps capabilities, and other intelligent advancements can cut down on manual, tedious tasks to help service teams get started faster, accelerate productivity, and resolve incidents proactively. 
 
Key takeaways: 
Get up to speed on Jira Service Management’s newest AI-powered features. 
Guidance for delivering better service experiences using AI. 
Understand the ROI of adopting AI features across JSM.

AI-powered service experiences with Jira Service Management

As global enterprises invest in technologies to transform their digital workplace, the scope of work of their IT organizations has expanded. It is no longer a department that resolves issues as they occur. Modern enterprise IT manages a comprehensive ecosystem of tools, processes and services to ensure a high, uninterrupted and productive end-user experience. This involves leveraging proactive monitoring and predictive analytics to identify and remediate issues and quantify the user experience. It is also about providing a seamless experience for end users, regardless of device, network, or location, both in the office and while working remotely. It also extends to technologies that front-end the end users, such as unified communication, collaboration and connected work management. It also extends to modern physical workspace management as enterprises consider return-to-office policies. The advent of AI unlocks a great potential to impact the diverse elements in this expanded ecosystem.

In this session, Mrinal will double-click on modern IT organizations' expanded scope, including designing and managing a human-centric and experience-focused digital workplace. He will also discuss enterprise outsourcing spending in this expanded digital workplace technology ecosystem. Attendees can learn why it is essential to holistically envision their digital workplace environment and some best practices to leverage AI to efficiently manage this expanded scope.

Expanded Scope of Enterprise IT in the AI-Enabled Digital Workplace

Service desk teams face challenges in a dynamic workplace, aiming to do more with less. Without real-time unified user and device information, service desks are forced to rely on employee-reported issues, leading to constant firefighting, escalated resource needs, and higher costs.

It's time for a change. Join this session to understand how Nexthink provides human-centric visibility across your digital workplace, providing actionable intelligence for swift incident resolution, improved employee satisfaction, and maximum efficiency for your service desk.

Nexthink - Transform Your Service Desk with Digital Employee Experience

Follow the journey of Nina, a high performing student, and Tony, her supportive teacher, as they explore technology and consume the services we provide.

We'll take a deep dive into Agile techniques such as creating user/customer Personas, and look into journey mapping. This will help you understand how you can use these to inform your decision making, review value creation touch-points and help your staff develop empathy with their customer base.

Nina, Tony & Friends - Customer Personas and Journey Mapping

· Frustrated with how IT is perceived in your organization?
· Tired of ‘guessing’ where to make IT and business improvements?
· Suffering from the ‘Watermelon Effect’ where SLAs are all green, but the business is still unhappy with IT?
· Confused by all the industry talk of ‘XLAs’?
· Want to improve business productivity and happiness without knowing where to start?

In this session, Mark will introduce you to human-centric IT experience management approach and how it will help you to gain happier end users, improve decision-making, and increase productivity. Mark discusses the importance of human-centric IT experience management in understanding how employees feel about IT services. It highlights the frustration in IT management caused by limited metrics and introduces the concept of the ‘watermelon effect.’
Why to attend? Learn:
· Why IT needs to focus on the happiness and productivity of end users and how this can lead to better collaboration with business stakeholders.
· What are the benefits of human-centric IT, including happier end-users and improved decision-making.
· How to start? Get practical tips for implementing human-centric IT and access valuable resources for ongoing learning.
Key Takeaways
· Human-centric IT experience management focuses on understanding how employees feel about IT services and improving their happiness and productivity.
· The ‘watermelon effect’ refers to the discrepancy between green metrics that show IT is working well and the complaints and frustrations of end users.
· By collecting experience data and sharing it with IT teams, partners, and vendors, organizations can make better decisions and improve the value they deliver to end users.
· Human-centric IT can lead to benefits such as happier end users, improved decision-making, and increased productivity.
· To get started with human-centric IT, organizations need to collect experience data, establish ways of working, and gradually move towards focusing on XLAs and productivity.

Why Human Centric IT Experience Management?

IT Hardware Shortages: Companies cope with shortages by utilizing available resources, repairing faulty machines, and implementing flexible funding. Cloud and Virtual solutions with BYOD policies are essential, alongside extending the service life of existing equipment.

Procurement Process: Automated, Flexible and scalable procurement processes are designed, utilizing vendors who can integrate with your back-end systems, ship directly to end-users to save costs and create a smooth streamlined on-boarding process.

Scaling Remote Work: Enhancements to VPN services, increased remote access licenses, and ensuring remote IT teams have adequate equipment are crucial. Utilizing Cloud services for data backup and restoration, while encouraging user-initiated work profiles for apps to enhance flexibility.

Support Strategies: Balancing field support visits and remote assistance considers operational and logistics costs. Reduced office space and storage costs are noted, with Hybrid work model increases team well-being, but need to focus more on in-person team building to continue being highly effective.

Adapting to Modern Challenges: The pandemic underscores the need for improved IT literacy, IT hardware and ergonomic setups for remote workstations. Best practices, IT coaching, and ensuring everyone has access to suitable equipment are emphasized, alongside improved security practices.

How Remote Digital Workspace has impacted IT Service Delivery

End users hate being a ticket in the queue and IT hates mundane work.

Yet, legacy ITSM tools require end users, who might be facing a technical issue or in need of an IT service or just have a general question, to log in to a portal, raise a ticket, and wait for a response. The option to convert emails to tickets is also flawed for the same reason.

Some IT tools slap a layer of GenAI on top, but the underlying platforms are still clunky.

We’re helping IT teams modernize service management by bringing support to where users already are – collaboration tools like Microsoft Teams and Slack.

Atomicwork comes with an AI assistant that can handle anything from simple natural language queries to fully autonomous cross-platform workflows. If the issue needs to be escalated to IT (or HR, etc.), the user can do so without switching to another tool.

Under the hood, there’s a sophisticated ITSM platform with all the capabilities that IT teams are familiar and comfortable with.

Join the session to discover the future of ITSM.

Key takeaways
- Why the current service management approach is no longer good enough
- Take service management to end users rather than the other way around
- Real life case study – How AI transformation of an IT organisation works in practice

Modernising Service Management – Striking a balance between AI and EX

Atomicwork

Help Desk

Service Desk

ITSM Tools

ITSM

Generative AI

Self Service IT

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IT Service Management

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Modernising Service Management – Striking a balance between AI and EX

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