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 the Monty Hall Problem, most contestants stick with their first choice even when new information shows a better option. Enterprise service delivery faces the same paradox. Organisations often choose familiar paths, maintaining fragmented tools or adding more specialised point solutions, despite data showing a unified Enterprise Service Management (ESM) platform dramatically improves outcomes.

This webinar, hosted in partnership with SDI, presents the benchmark data that changes the equation. Learn why ESM is not ITSM replicated but an orchestration framework that harmonises HR, Finance, Facilities and Legal services without forcing uniformity. We will walk through a six stage framework that transforms organisations from departmental soloists into an enterprise symphony, backed by field tested patterns and measurable results.

Attendees will leave with:

- Insights into why most ESM initiatives stall and how to avoid the execution gap

- Benchmark data from 10,000+ organisations that shifts the probability in favour of ESM

- The six stage framework for orchestrating service delivery across multiple departments

- Practical guidance on balancing governance with business team autonomy

- Proven patterns from organisations that successfully made the switch and achieved measurable ROI

The question is not whether to make the switch but whether you have the information to make the statistically correct choice. This session provides it.

From Door One to Enterprise Symphony: Data Driven Service Delivery for Modern Organisations

As organisations adopt experience data to optimise and enhance IT services, one critical question remains: how do we ensure the experience data truly improves the employee experience?
In this webinar, Sakari Kyrö from HappySignals explores how experience data—real feedback from end-users—can be used for better IT decisions. By aligning AI behaviour with what users actually experience and expect, organisations can avoid common pitfalls of automation and build systems that drive satisfaction, reduce friction, and deliver real value.
Join us to discover how bringing human experience into ITSM leads to better outcomes in day-to-day operations—from faster resolutions and fewer escalations to higher employee satisfaction and trust in digital services.

Top 3 Use Cases for using experience data in ITSM

Discover how ALVAO brings IT Service and Asset Management together in one simple platform. See how it connects with Microsoft Teams, Copilot, and Power BI, and how automation helps cut tickets, speed up self-service, and provide clear insights. No jargon, no long slides. Just a practical demo that makes daily IT work easier.

Key Takeaways

- Manage IT services and assets in one place.

- Get more value from Microsoft tools.

- Save time with automation and one-click actions.

Microsoft-native ITSM & ITAM

AI has been portrayed as the magic solution to offloading repetitive and time-consuming IT service delivery tasks from technicians, saving them valuable time and improving overall efficiency. However, for many organizations, that has not been the case, as they still struggle to leverage AI effectively and demonstrate returns on investment.

ServiceDesk Plus, ManageEngine's AI-driven unified service management platform,  provides high-value AI for ITSM teams without additional operational overheads or extra license costs. 

Watch on demand, to explore the practical applications of AI in ServiceDesk Plus to show how you can drive real efficiency in your IT service delivery using various AI capabilities and features available out of the box. 

Key takeaways for utilizing ServiceDesk Plus:

- Deliver exceptional experiences with conversational workflows powered by an AI virtual agent.

- Boost operational efficiency by automating mundane but crucial tasks like ticket categorization using intelligent predictive.

- Use GenAI to generate responses, summaries, custom functions and more.

Transforming IT service operations with practical AI in ServiceDesk Plus

In 2025, Stephen Mann (itsm.tools) and PeopleCert carried out research into how AI supports ITIL practices across modern ITSM tools. Watch on demand to explore the AI use cases featured in the study, discover key findings on how AI is shaping IT service management today, and gain insights into where it’s heading next.

AI and ITIL - Accredited Tool Vendors: Insights from 2025

This session explores how SCC has embedded Experience Level Agreements into its workplace strategy. Mark Franzen, UK Digital Workplace Experience Leader, shares how SCC evolved its approach from advisory and personal development to day-in-the-life analysis and outcome-based delivery. Through internal transformation and customer case studies, the session highlights how XLAs have helped uncover pain points, improve productivity, and reshape service conversations around what truly matters to end users.

Experience First: SCC’s XLA Journey Towards Measurable Outcomes

What if you could tap into millions of employee voices to guide your IT improvement strategy? In this session, we’ll explore the most common challenges employees face in their interactions with IT—and the proven methods organizations have used to overcome them. Backed by real-world feedback data, we’ll uncover:

- The main reasons for unhappiness in IT support is why the Service Portal often frustrates more than it helps.

- How to reduce ticket reassignments and improve resolution speed

- Why chasing high satisfaction targets can backfire - and what to do instead.

Whether you're just starting your ITXM journey or refining your continual improvement practices, this session will equip you with actionable insights that turn experience into measurable impact.

Turning experience into action: Common improvement areas as told by millions of people!

Power Design's journey supplementing traditional Service Level Agreements (SLAs) with Experience Level Agreements (XLAs) has shaped customer and employee experiences.

Josh begins by contrasting SLAs—focused on technical, process-based metrics—with XLAs, which prioritize user satisfaction, emotional impact, and journey-based outcomes. Using Power Design's ATLAS program as a case study, Josh demonstrates how the team reimagined operations to align with their mission, leveraging the innovative XM Tree framework.

This visual tool roots strategy in the customer journey, mapping touchpoints, identifying "Moments of Magic," and tracing outcomes back to foundational values.

Attendees will discover how Power Design's shift to XLAs empowered teams to exceed expectations, foster loyalty, and deliver memorable experiences that go beyond the numbers—transforming metrics from mere measurements into drivers of business success and customer delight.

From SLA to XLA: Turning Metrics into Magic

This session explores a user-centred approach to improving digital operational services, with a focus on making systems simpler, faster and more effective for all stakeholders. It highlights the importance of understanding both the practical and emotional experiences of users, gathering feedback and using insights to continuously enhance service delivery. Watch now to learn about the transformation of services in complex environments, including the challenges of integrating digital solutions in setting where traditional processes, such as printing, remain essential. The session emphasises how direct engagement with users can reveal critical insights, leading to meaningful improvements in service design, delivery and the overall user experience.

Tipping the Scales of Justice with XLAs

Get ready for a real-world business adventure! In "Scaling Peaks, Breaking the Service Sound Barrier: Unisys' Supersonic Leap to Experience," Patrycja Sobera reveals how Unisys made a bold move in 2020. The company shifted from a traditional IT provider to a global leader in experience management. Patrycja Sobera, Senior Vice President and General Manager of Digital Workplace Solutions at Unisys, is a pioneer in experience management. She was instrumental in the company's bold 2020 pivot to Experience Level Agreements (XLAs), shifting the focus from traditional IT metrics to the actual human experience.

Under her leadership, Unisys created its first Experience Management Office, driving significant improvements in client productivity and employee engagement.

In 2020, Unisys reinvented itself by becoming the first major IT provider to center its business on experience. The company rebuilt its solutions around Experience Level Agreements (XLAs), which measure how employees and customers actually experience technology. Today, as a Global Founding Member of the XLA Institute, Unisys helps set industry standards. 

Patrycja's story is proof that betting on customer and employee experience can drive significant business success.

Scaling Peaks, Breaking the Service Sound Barrier: Unisys' Supersonic Leap to Experience

The Experience Economy is a rapidly evolving landscape, prompting a massive rethinking of experience design and management. In this dynamic environment, both commercial and public organizations are questioning how their culture, work methods, and leadership will evolve.

During the "Market of Ideas" session, Sarah Nicastro will facilitate an engaging dialogue with attendees and industry experts to explore the future of Experience Level Agreements (XLAs) and the direction of experience management. She will delve into the critical questions shaping this new era, guiding a collaborative exchange of insights on the path forward. This interactive session is a unique opportunity to contribute to the ongoing conversation about business transformation and the role of leadership in a human-centric economy.

The Market of Ideas

Every day, your team pushes the same boulder up the mountain - tickets pile up, users complain, and tomorrow brings the exact same challenges. But what if that rock could stay at the top? What if your service desk could actually prevent problems instead of just reacting to them?

The most successful IT teams have discovered something revolutionary: every major incident leaves breadcrumbs. This session reveals how Freshservice's intelligent incident management and CMDB capabilities help you connect those dots before disaster strikes.

What you'll discover:
o Predict before you react: Use Freshservice's incident patterns and CMDB relationships to identify brewing problems before they explode
o Connect the invisible dots: Map asset dependencies and change impacts that most teams never see coming
o Turn chaos into clarity: Transform scattered incident data into actionable intelligence that actually prevents future fires

This session is perfect for IT leaders tired of playing defense and ready to get ahead of their next crisis.

Your CMDB is lying to you: What Greek tragedies teach us about incident management (and how to fix yours)

How does a College based in Lancashire UK, become the first academic institution and public sector organisation to achieve 'World - Class' Service Desk Certification status? 
How did the IT Services department go from “uncertifiable” to 5-Star, and what impact and value has this created?

Join us for an exclusive session with Runshaw College’s Head of IT Services Alex Harding, as he shares their story, the challenges they faced, and the measurable outcomes they achieved.

In this webinar, you’ll discover:

• Runshaw's inspiring Service Desk Certification Journey
• Challenges and obstacles 
• How Runshaw improved productivity by +23% despite increasing ticket volumes
• How customer satisfaction (CSAT) rose from 4.5 to 4.96/5, climbing every year post-Certification.
• What it takes to embed a culture of continual improvement and sustain world-class performance.
• Return on Investment (ROI) figures to shout about.

Whether you’re a CIO, IT service leader, or service desk manager, this is your chance to hear real-world insights from a team that proved the ROI of IT support, gained industry recognition, and built trust across their organisation.

 Don’t miss the opportunity to learn how your service desk can follow in Runshaw’s footsteps and achieve staggering results like theirs.

The Road To World Class: How Runshaw Became The 1st Educational Organisation to Achieve 5 Star Certification

In this session, we will explore how Virtual Personal Assistants (VPAs) are revolutionizing service desk operations, enabling teams to "Automate, Elevate, Innovate". This session is designed for service desks seeking to harness AI and automation for greater efficiency and customer satisfaction.

Discover how AI has evolved into essential business infrastructure, representing a "fundamental paradigm shift" where AI agents actively solve problems. This empowers your team to become smarter, faster, and truly future-proof.

Rina will guide you through the "AI Paradox," demonstrating how to implement AI and automation to enhance—not replace—the human touch.  You'll learn to balance operational efficiency with emotional intelligence (EQ) by building automation strategies that preserve personalization and reinforce trust. 

This talk isn't just about improving your service desk; it's about building a high-impact, future-proof career in IT Service Management (ITSM). Rina will introduce her book, "The ITSM Playbook®," as your strategic roadmap to navigate corporate challenges and build a career path to a six-figure salary. Learn to communicate your impact beyond technical jargon, securing your seat at the leadership table.

The Super Agent: How a VPA Makes Your Team Smarter, Faster, and Future-Proof

Designing with intent: shaping trusted digital workers to serve with confidence and care

AI may grab the headlines, but Intelligent Automation (IA) is where real transformation happens. IA serves as the container that unites all automation tools and methods—including AI—into a coordinated system designed to deliver human-centered, outcome-driven results.This session explores how to achieve a sensible blend of human and AI-supported work—where assistants help you do more, stress less, and protect the quality of your results. Whether you operate in healthcare, finance, government, manufacturing, or within an IT organization, the principles of IA apply across all service-driven industries.You’ll learn why assist before you agentify is the smarter approach, how governance and guardrails sustain trust, and how data management ensures automation remains safe and meaningful. We’ll also decipher the emerging field of agentic AI—exploring the discrete designs and roles of assistants and agents—alongside the growing skills of prompt crafting (for assistants) and prompt engineering (for agent design). Finally, we’ll look at how cost control through measured consumption keeps innovation sustainable.This is automation done right—human-centric, outcome-driven, and ready for the next evolution of service management across every service-based enterprise.

When AI Works with You: The Human Side of Intelligent Automation

This session guides organizations on checking if they are ready for AI. It explains how to assess goals, data, infrastructure, skills, and culture before adoption. The focus is on setting clear expectations and starting small to avoid failure.

How to Assess AI Readiness for Service Delivery

While organizations are rushing to adopt AI, the question of governance and risk management is becoming more and more important.

How to balance the benefits of early adoption and effective management on AI risks? ITIL offers a practical AI risk management approach based on the ITIL 6C model for AI capabilities. It allows to identify and assess AI risks in the organization’s context and find relevant and effective countermeasures.

Watch this session to learn about:

·        The typical AI risks

·        The ITIL 6C model for AI functional capabilities

·        A practical approach to AI risk assessment and management.

AI in ITSM: the 6C model for planning and risk management

The three most common root causes of failed Changes are failed communication, poor underlying documentation(CMDB), and not getting “the right” approvals.  These 3 distinct causes all have a common denominator the processes required to execute well contrast with natural human behavior.  Communication is always a challenge in large organizations. No one enjoys keeping the CMDB up-to-date, and it’s easy to forget every single person who should approve a change and we end up going with the default people. AI can address each of these root causes efficiently and effectively. In this session you’ll be introduced you to a new process with AI augmentation that aligns with natural human behaviors. We’ve infused this process into our change enablement function and haven’t had a roll back since.

Utilizing AI in your Change Management/Enablement

A company’s employees are its greatest asset” (R.Branson), and so we need to look after them… What about applying some of the Service Management principles and Service Desk approaches we use to protect our critical IT services to protect our most critical personal asset – our wellbeing? In this session we’ll explore: 

 • Problem management – so often we try to figure things out and think our way out of problems. Have you ever noticed that when you resign yourself to a situation or stop thinking about something, an answer tends to come out of nowhere? 

 • Risk management – our internal risk management system tends to resort to worry when things get a bit risky, but does it actually help? We’ll explore what a more effective strategy could be, and how our thoughts aren’t always helpful. 

 • Resilience – we always try to build resilience into our IT systems and support, but the good news is that it’s already built into human beings. Our systems work better when we’re using them in the way they’re designed to be used, so it’s not surprising that we work better when we understand how to use our minds and thoughts in the way we’re designed.

Service Management with our Mind as the Service

Tired of the same old service desk grind? In this session I'll be sharing a radical new approach that will revolutionise how you support your users. Get ready to break the mould! Discover a fresh perspective on IT support that will transform your team, create happier users and boost your organisation's success.

Living The Dream: The Incident Free Service Desk

Join Sophie as she walks through the practical application of introducing new & maturing existing ITIL-based processes & practices. The session will include real world examples, featuring what has gone well, things to avoid with tips & advice on how to support your organisation and clients to utilise service management frameworks to support the delivery of service excellence, creating value for the business.

Key takeaways:

An understanding of how to adopt & adapt service management frameworks to achieve value

Real world examples of when it has gone well, as well as some pitfalls & challenges

Pragmatic steps and actions that can be used to continue your service management journey

Do You Want Fries With That? Practical application of ITIL-based processes & practices in the real world.

Watch this fireside chat hosted by Matt Beran, Prashant shares his vision for how Gen AI and automation can change the service desk vision. Imagine if every service desk analyst had a co-pilot? What would your service desk look like then?

Generative AI - The Service Desk Game Changer!

“Shift Left” is a buzz term that’s been used across the industry for some time now. However, it can often be challenging to turn it from a buzz term to a reality. Phil will share different tips and tricks that he’s seen work well in the past, including a recent example where the implementation of a new operating model at Bidvest Noonan meant “Shift Left” was a necessity and not just an aspiration.

Making “Shift Left” A Reality

Watch now to explore XLA 3.0, the next evolution in experience management that goes beyond just IT services! As we transition into the post-pandemic work environment, discover how XLA 3.0 integrates employee well-being, real-time responsiveness, and hyper-personalization to deliver a seamless experience across every touchpoint—whether employees are hybrid, remote, or office-based.

Key Highlights:

- Meeting Room Experience: Streamlined tech for flawless virtual and in-person meetings
- Mental & Emotional Well-being: Addressing stress, morale, and personal development
- Onboarding Experience: Smooth, efficient setup to boost new hire productivity
- Hyper-Personalization: Customized IT services tailored to individual needs
- Engineer Visits: Optimizing response times, first-visit fixes, and feedback-driven improvements
- Adoption & Engagement: Leverage AI-powered analytics and personalized in-app guidance to maximize application adoption, enhance workflows, and reduce errors

Watch this session to transform how your organization manages and enhances employee experience across all environments!

XLA 3.0: The Future of Employee Experience Management

When your Service Desk feels like a black hole for energy and innovation, it’s tempting to blame the framework. But what if ITIL isn’t the problem - it’s how we’re using or misusing it?

Let’s get real about the frustrations leaving us jaded and explore how a human-first approach to ITIL turns disillusionment into capability. Through the lens of Industry 5.0, we’ll explore how ITIL’s guiding principles amplify human creativity, unlock innovation, and create a human-centric service management culture.

This isn’t just about fixing what’s broken—it’s about designing a future where human-tech collaboration delivers meaningful experiences. That’s CX + EX = CEXy. Let’s turn burnout into breakthroughs, rediscover the ‘human’ in ITIL, and leave ready to rethink, laugh, and take action!

ITIL Rewired: Turning Frustration into Innovation

Shaun shares their real-life experience management journey, emphasizing the "humanization of IT." Initially focusing on a managed service provider (MSP), he then expands his insights to internal service providers and the broader cultural impact. If you have experienced an outsourcing project that has affected IT's reputation, let's explore how IT Experience Management (ITXM) can be transformative. While it involves significant cultural and behavioural changes, ITXM fosters greater team collaboration and motivation towards a unified goal, continually enhancing the IT experience for end users and the businesses IT supports.

XLAs In Action: The GEA Group Experience Management journey

AI is transforming the way organisations operate, but too often, its adoption is seen as solely the responsibility of IT. In this session, we’ll explore how IT leaders can champion a culture of AI innovation across the entire organisation – leading by example, and channelling creativity to empower teams, encourage creative use-cases, and embed AI where it adds real value.

Using insights from Rethink Mental Illness, we’ll share how AI is emerging as an critical tool for both behind the scenes to enhance operations and efficient business operations, and on the frontline to deliver quality, impactful services to those who need them without losing the human touch. Through an interactive discussion, we’ll examine practical use cases, break down common misconceptions, and challenge attendees to think beyond traditional IT-driven AI implementation.

Watch now to discover how IT can lead the way - not as gatekeepers, but as enablers of AI adoption that benefits the whole organisation.

AI behind-the-scenes and on the frontline: Innovation is Everyone’s Business

This talk will explore the emerging role of the Chief Service Officer (CSO) and why service leadership in the era of AI & Automation is now a strategic imperative for organisations. It will provide a roadmap for service professionals looking to elevate their impact, aligning customer service with AI-enabled business growth, productivity, and competitive advantage. Watch now and you will leave with a clear understanding of how to position themselves as future CSOs, ready to influence at the highest levels.

Becoming the Chief Service Officer That AI Needs

Key differences exist between ITIL v3 and ITIL4. The latest framework modernizes IT Service Management by embracing methodologies like Agile, Lean, and DevOps. In so doing, it shifts from a process-driven model to one focused on value creation and customer experience through the introduction of the Service Value System and customer feedback practices.

While these concepts can transform service delivery, we’ll also discuss some of the limitations. Teams often face specific challenges in fully adopting and implementing these changes, thereby failing to fully realize the potential service management enhancements.

Watch multiple award-winning ITSM and CX thought leader and influencer, Doug Rabold, for exploration of the impact of ITIL4 which is based on his article published in 2024.

Key Takeaways:

1) Differences between ITIL v3 and ITIL4
2) Modernized approach in ITIL4
3) Limitations and challenges of evolving ITSM

Much Ado About …? ITIL v3 vs. ITIL4

Watch Nia for an insightful presentation on overcoming inefficiencies in IT Service Management!

Processes themselves aren’t inherently inconsistent, but challenges arise from their absence or deficiencies in design, documentation, governance, communication, measurement, and adherence. Many organisations struggle to establish well-defined, well-governed, and effectively measured processes—leading to inefficiencies and inconsistencies.

Nia will share her experience on how chaos was removed, through adopting best practice process design and governance, resulting in operational excellence and customer success!

From Chaos To Customer Success

Step into the future of IT service delivery with Alex Harding, Head of IT Services at Runshaw College. In this inspiring session, Alex will show you how to revolutionise your service desk by putting people at the heart of your strategy. Through a blend of human-centred design, persona development, and agile methodologies, you’ll gain the tools to deeply understand your customers and create experiences that truly resonate.

This session isn’t just about ideas—it’s about outcomes. Walk away with actionable strategies to:
Redefine your service desk as a trusted partner to your users.
Deliver more personalized, efficient, and impactful interactions.
Boost customer satisfaction and empower your team to thrive in today’s dynamic IT landscape.
Don’t miss this opportunity to transform your service desk into a driver of excellence and innovation.

Designing Exceptional IT Service Desk Experiences: A Human-Centered Approach

Traditional leadership approaches assume a “typical” way of working and learning but many team members (not just neurodivergent ones) benefit from more intentional communication, flexibility, and structure.  

Watch this 30 minute workshop aims to provide low cost, high impact neuro-affirming techniques to strengthen service delivery.

SLA: Supportive Leadership for All – A Neuro-Inclusive Approach

For decades, we keep hearing and saying: technology teams should focus on value. We know about value metrics, and value networks. We build value chains and optimise value streams.

We get the idea. And yet, again and again, we find our teams and organizations focused on local improvements, on metrics and targets. We consistently fail to collaborate and promote visibility. We repeat the same well-known mistakes. We chase new shiny solutions, continually ignoring the old good principles.

Why? What can we do to break this vicious circle?

In his presentation, Roman will share the recent findings, insights, and recommendations from the ITIL team that may, if applied properly, help remove the obstacles from the road to value.  Watch this presentation to learn how to make stakeholders happier, and your team’s work more effectively.

The Road to Value Creation

Watch this session where, PeopleReign CEO and host of the popular AI and the Future of Work podcast Dan Turchin will reveal insights from 300 conversations with academics, futurists, investors, executives, and technologists. Learn what the world’s leading AI authorities say is required to thrive in an era where humans and machines co-exist in the workplace—and how AI can actually humanise work in ways that improve employee experience.

AI and the Future of Work: What To Do When Your New Colleague’s a Bot

This talk will delve into the intersection of military values and IT Service Management based on my 2024 whitepaper. The objective is to offer a comprehensive exploration of how the discipline and principles traditionally associated with the military can be strategically adapted for efficacy in the dynamic world of ITSM. Watch Cristan for a nuanced perspective, some myth-busting and invaluable insights for attendees to take away.

Military Values in ITSM

What sets world-class teams apart? Great teams are built on many positive habits—but some stand out as particularly transformative. In this session, Dr. Josh Nelson focuses on four foundational habits that can accelerate your team’s growth and performance. Discover how fostering consistency, deepening understanding of customer needs, encouraging a proactive mindset, and supporting team members at every level can strengthen your organization’s culture, value and impact.

Habits of a World Class Team

Do you ever feel like a fraud even though you’re capable?  When you appear to be crushing your goals, meeting deadlines, juggling responsibilities and generally looking like the poster child for success, while quietly dealing with anxiety bubbling below the surface. When being driven, the perfectionist or even the superhero who can do everything is a mask for Imposter Syndrome.  In this talk I explain what Imposter Syndrome is, how it impacts on professional and personal relationships, the impact on work/life balance and how to turn this around to thrive in all environments.  Sharing strategies to help employees and leaders recognise and reduce the impact of high functioning anxiety and Imposter Syndrome in the workplace.

The Driven, High Achiever, The Perfectionist Or The Imposter In the Room?

IT departments are under significant pressure to implement proper experience metrics and to move from SLA to also XLA but how can they do this? Are they clear on what experience and XLAs are? What are the steps to success?

This session is a practical step by step guide built from years of experience in hands on XLA and Experience Management implementation programmes and will enable delegates to learn from real life projects and stories and know where to start and what steps to take as they progress on the XLA journey. The session will answer:
What is experience, the experience economy and a real XLA?
What are the common pitfalls to avoid?
Is there a step-by-step guide to follow?

The session will outline a repeatable journey that has been built from the good and bad experiences of delivering hundreds of XLA design projects, providing the audience a practical guide through the challenges of implementing XLAs in real life!

How to successfully implement XLAs – real life lessons

Technical debt can erode IT operations, reducing efficiency and increasing costs if unmanaged. In this talk, Scott Everett, an ITIL 4 Certified Master, explores the technical debt lifecycle and links it to ITIL’s Continual Service Improvement (CSI) practices. Listeners will gain practical strategies to address debt, balance short-term deliverables with long-term value, and adopt governance frameworks to sustain service quality. Learn how mastering technical debt supports CSI and drives sustainable success in IT service management.

Breaking the Cycle: Mastering Technical Debt in IT Service Management

We all know what we’re meant to do but what happens when everything goes wrong? While ITIL offers a structured approach to IT service management, things don’t always go according to plan. From misaligned processes and lack of communication to overcomplicated procedures, sometimes things go off track.

Watch this presentation and explore common challenges we face as ITSM professionals - from major incidents spiralling out of control, failed changes to problems that feel unsolvable. We’ll look at what to do when things go wrong and provide practical guidance on how to recover with our dignity intact.  By focusing on real-world examples, actionable strategies, and lessons learned, this session will arm you with the tools to troubleshoot and realign your ITIL processes. You'll walk away with a better understanding of how to identify issues early, look after your people, and optimise your ITIL practices to ensure continued success.

The Goes Wrong Show - Top Tips For Handling The Situation When Everything's Going Wrong

Employee productivity is now a top priority for organizations, and understanding how end-users experience IT and services is critical to making targeted improvements. Human-centric experience data is key to aligning IT services with evolving business needs and driving XLA (Experience Level Agreement) success. But how do you effectively advance IT Experience Management initiatives?

In this session, Mark discusses the pivotal role of experience data in driving impactful changes. Traditional metrics and feedback methods often fail to capture the true challenges faced by end-users. You’ll walk away with actionable steps to kickstart your journey toward human-centric IT experience management, along with common pitfalls to avoid. Additionally, get an exclusive preview of the 2024 Global IT Experience Benchmark, highlighting top trends in the UK.

Key Takeaways:
1. Human-centric IT experience management prioritizes understanding employee sentiment and what drives their efficiency, shifting focus from traditional IT metrics to employee experience (the "watermelon effect").
2. Experience data offers a different perspective, enabling more informed decision-making that prioritizes what matters most to employees and aligns with business outcomes.
3. The most common pitfall is focusing on the loudest complaints or overlooking critical improvement opportunities due to inadequate metrics

Making IT Decisions that Matter Using Human-Centric Experience Data

Watch this session where Sophie will discuss some key considerations for the use of AI in a service management function. This will include a high-level view of the areas where AI could be utilised as well and the potential regulatory or compliance-related impacts. 

Key takeaways:

- Guidelines for AI use 
- Ensuring data privacy & protection
- Bringing the human into AI

ITSM & AI - A Question of Ethics

Get ready for an exciting journey into the future of service desks with AI copilots! Watch this lively session, where Sally will uncover how these digital sidekicks are set to revolutionise the way we handle service desk operations. Imagine AI copilots taking over mundane tasks, offering instant support to agents, and making customer interactions smoother than ever. Sally will dive into real-world use cases, highlighting the benefits but also looking at potential pitfalls. We have been talking about the impact that AI is going to have on the Service Desk for such a long time but it finally feels like it is coming and we will all soon be using AI to elevate the service experience to superhero levels. This will be a fun and insightful look at how AI is gearing up to become the ultimate game-changers in the service desk world. Don't miss out on the future – it's going to be a blast!

The Future Sidekicks of Service Desks!

Spark25 On-Demand Recordings

Discover how to elevate service desk operations by integrating Knowledge Management and ITIL best practices. This presentation equips managers with strategies to streamline incident, problem, and change management while improving first-contact resolution and reducing resolution times. Learn to align knowledge processes with ITIL frameworks, foster continuous improvement, and boost team efficiency. Packed with actionable insights, this session empowers service desk managers to drive excellence, enhance customer satisfaction, and deliver measurable results.

Enhancing Service Desk Excellence: Leveraging Knowledge Management and ITIL Best Practices

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Enhancing Service Desk Excellence: Leveraging Knowledge Management and ITIL Best Practices

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Service Desk Institute (SDI)