Service Management - Exploitation to Innovation

Presented by

James Terry, Head of Service Desk & Holly Chapman, ITS Business Unit Partner | Serco

About this talk

James and Holly will be sharing their roadmap of utilising current toolsets in order to take full advantage of automations and efficiencies through innovative solutions to improve the customer experience. See Serco's Service Improvement Journey with Service Desk Certification:
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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