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

If you’re an IT leader or service owner who needs to deliver great IT experiences to end-users in 2023, you must start making informed improvement decisions based on experience data. Instead of relying on the loudest voice or a gut feeling, tap into experience data to understand the current issues and costs of IT services. This enables you to confidently make decisions that will bring long-term business value.

In this session, Sakari Kyrö will explore how Experience Data can be used for optimal IT organization decision-making. Through harnessing this data, our customers have been able to not only identify service desk problems and their root causes but also strategically align improvement investments with what's important most - allowing them to demonstrate the worth of their IT services in terms of business results.

Presentation key takeaways:
1.  Examples of how experience data and insights have unearthed employee issues (with IT support) and improvement opportunities that went unnoticed with traditional IT metrics
2.  Real-world examples of how experience management has improved IT service desk operations and business outcomes in other organisations
3.  How to use ITXM Framework to get started with experience management.

How Does IT Experience Management Drive Better Decision Making?

More than ever before, IT organisations are operating a hybrid working approach. In this session, David will talk about how you can maximise the technology you already have in place to enhance the customer experience and add value to your organisation. Service Management has never been more important and David will look at some of the most commonly used applications including self-service portals and business collaboration apps such as Microsoft Teams, and look at how you can integrate, automate and collaborate better making the maximum use of the technology you have available.

Takeaways will include:
Suggestions and examples of how you can use ITSM Self-Service portals to provide a 24/7 service to your customers
How you can integrate core business application such as Teams into your ITSM environment to give your customers a one stop shop
What next? – What areas will technology expand into in a world of AI?

Hybrid Working - Maximising Your Use Of Technology In The Hybrid Era

What are Best Practices for Call Management in IT departments? We will learn some common pain points with clients, and how TOPdesk uses digital automations, categorization, and integrations to easily track and process calls, resulting in efficient day to day operations.

Best Practices in Call Management with TOPdesk

Hayden's presentation on overcoming pain points caused by forgotten passwords and locked accounts will explore the complexities of modern systems and the challenges that come with password resets. The session will highlight common pain points and offer solutions to overcome them.

- Password-related issues can be a significant pain point for users and IT teams alike, but they can be mitigated with the right strategies and tools
- Some common ways to address password-related issues include implementing multi-factor authentication and providing self-service password reset options
- The importance of implementing a strategy for increasing adoption of a self-service password reset tool

Chain ReACTion – Password Resets: from Resets to Resolutions

Nexthink Infinity: Helping IT Teams cost-efficiently transition from reactive problem solving to proactive optimization

Nexthink Infinity is the premier digital employee experience (DEX) platform used by enterprises worldwide to enable their IT teams to see, diagnose and fix employee technology issues. Nexthink unlocks visibility across employee devices, applications, operating systems, physical locations, network connectivity, and more to deliver AI-powered performance analytics and visualizations in real-time.

Join our session, where we’ll be diving into the benefits of Infinity, how it can help your organization proactively improve digital employee experience with insights to prevent potential problems, resolve critical disruptions, and ultimately drive workforce efficiency.

Key highlights of Nexthink Infinity include: 
1. See: Proactively identify employee experience issues before they become IT problems, with immediate red flags about any incident.
2. Diagnose: Identify the context, scope, and impact of employee issues to accelerate troubleshooting through machine-learning pattern spotting.
3. Fix: Automate everything and powerfully remediate anything across more than 1 million workspaces in seconds.
4. NEW: Keep employees connected with Nexthink Collaboration Experience for Zoom & MS Teams.
5. NEW: Close tickets faster and escalate less with Nexthink Amplify for Service Desk optimization.

Nexthink Infinity: Helping Teams, from problem solving to proactive optimization

To deliver best-in-class IT services you need best-in-class IT service management. To get there, every part of your ecosystem must be seamlessly connected—this means customers, partners, internal teams, and external providers. Getting there by creating point-to-point integrations, or having entities adapt to each other's practices, is a nearly impossible task. What's needed is a fresh approach to streamline and standardize service integrations.

Service integrations fail because of technological restrictions. An integration service provider like ONEiO removes these restrictions. Instead, service integration becomes a simple task that results in an empowered service management ecosystem.

In this demo, you'll see and hear how modern enterprises and service providers leverage seamless collaboration to maximize efficiency in their IT service management ecosystems.

Building a best-in-class Service Management Ecosystem

If we want happy, productive employees; we need to start with the people that support them. In the days of improving employee experience and maximizing productivity for hybrid workforces, a powerful agent has a large impact on organizational performance. InvGate Service Desk has an interface that is designed to make agents powerful, fast and it’s actually good to look at.
But don’t take our word for it - in this quick demo, you’ll see how agents who use these systems 8-12 hours a day will feel powerful and connected to the information they need to be their best.

Employee Experience begins with Agent Experience

Organizations drive digital transformation by focusing on elevating employee experience and scaling services across the enterprise efficiently. At the same time, they want to lower their TCO, deliver value and deliver it fast. Can organizations achieve fast time-to-value with the challenges they face today?

Join Jayraj Ravichandran, Principal - Solution Engineering at Freshworks Inc, as he speaks about the ways in which businesses can deliver value from service management solutions.

Key takeaways from this webinar include:
- Delivering modern employee experiences through intelligent tools
- Managing control and visibility over SaaS portfolios
- Automating service delivery to scale services efficiently

How a right-sized ITSM solution can accelerate time-to-value

HaloITSM’s intuitive and customisable self-service portal is designed to enhance the user’s experience whilst alleviating the workload of IT. Out of the box features such as an integrated chatbot and automatic Knowledge base suggestions are just some of the ways HaloITSM’s portal is one your users will love and is trusted by many global brands.

HaloITSM – Self-service designed for users

The doctrine of successful service desks calls for continuous improvement in service operations across areas such as cost, performance, end-user and agent satisfaction, service quality, workload, and more. Benchmarking helps organizations to not only measure their performance against industry averages, but also identify problem areas, discover opportunities, and define standards for continuous improvement—taking them from good to great!

Sailakshmi discusses how benchmarking can help drive sustained service desk excellence by:
- Setting performance standards after taking into account industry averages and past historical performance.
- Using pre-determined KPIs to identify areas where service desks are falling behind in performance, and taking steps to improve.
- Demonstrating value to the organizations with continuous improvements to ensure sustained performance excellence.

From Good To Great: Leveraging Benchmarking To Drive Service Desk Excellence

Service Desk excellence is not achieved overnight, nor is it easy, but it is certainly possible for every team! Learn how to use M.A.G.I.C., a simple five step approach, to making your service desk operate at a high level of excellence not only today, but for many years to come.

Experience M.A.G.I.C. with your team!

In this video, Paul takes us on the journey to becoming and maintaining an SDI 5 Star Service Desk and how Best Practice and Benchmarking are used to deliver efficiency, continual service improvement and client satisfaction.

Maintaining a 5 Star Accredited Service Desk

What’s it like to go through multiple benchmarking exercises in quick succession? Why would you put your organisation through that much scrutiny?

Watch this video and you'll find out the the reasons why, the highlights, the lowlights and some reflections on what worked well and what BT would do differently in the future.

Reflections On A Year Of Benchmarking

In this video, Vera, Mariana and Patrycja take you through the Unisys approach to benchmarking their award-winning global Service Desk offering. 

They provide invaluable tips and tricks on how to continuously drive end user happiness through:
-the use of best practice processes
-supported by adequate technology
-feedback and sentiment based evaluations
-with a mix of a secret ingredient…to tie it all up!

Closing with a summary on next gen strategy to exceptional end user experience and next generation of XLAs 3.0!

Delighting Customers by Delivering Best Practice, World Class Superstar Service!

How do you know if your individual analysts are performing well? Do they know if they're performing well? Does the business know they're performing well?

In this video, Alex talks through how Leeds Beckett University uses balanced scorecards to drive performance within the Service Desk, and how they link service performance to departmental and organisational strategy using Objective and Key Results Mapping.

Using Benchmarks to Drive Team Performance

In this valuable presentation from Sakari Kyrö, ITXM Lead at HappySignals Ltd, you’ll hear what they have learned from 8 million pieces of enterprise IT end-user feedback about their service and support experiences.

Optimising IT Services with IT Experience Benchmarking  Data

In this video, Ant shares how he created improvement plans with targets, metrics and how maturity was improved using CMMI and Service Desk Certification (SDC). He discusses the decisions made, challenges faced, and lessons learned during this journey, closing with an update on progress and future plans for delivering exceptional customer support and the journey to world class.

Our Customers, Maturity and Metrics

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 2023 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 2022. 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 in 2023

Covid has proven a tipping point for IT and enterprise services adoption. In the new normal, customers’ and employees’ expectations of every service department – IT, HR, Facilities, Finance – are higher than ever. Self-service, collaboration, and seamless integrations are all part of daily life now under a relentless enterprise-wide digital transformation.

David Bullivant from Sunrise shares the why, what and how of Service Management for the wider organisation with findings from the recent SDI survey on Support in the Covid era.

Service Management For The ‘New Normal’

IT support

Service Desk

Covid-19

new normal

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enterprise service management

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Service Management For The ‘New Normal’

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