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

Everybody is talking about AI, but what role does it play in ESM? Can you trust chatbots to manage your tickets? Can you safely build and train AI to help you secure your data? In this webinar will be answering these questions by showcasing use cases of Ebbot AI in TOPdesk environment . Join us to find out:
1. How AI powered ticket automation can free time for your team to focus on tasks that matter
2. How Chatbots can be built and trained to help secure your data and put safeguards in place
3. How AI can integrate into every communication channel used across your organisation and adopt to evolving business needs

No-Touch Ticketing - Future or Reality?

Join us for The Service Management Advantage: Elevate Your IT Team’s Impact- Optimise ITSM to Deliver Outstanding Service & Business Value. A webinar in partnership with Freshworks, drawing on insights from the recent Harvard Business Review report, "The Service Management Advantage."

With only 22% of organisations rating their IT service management (ITSM) as highly effective, many struggle with internal silos, resource constraints, and outdated practices. This session will provide practical guidance on auditing ITSM, benchmarking performance across the organisation, and building an action plan for improvement. 

Key takeaways include:
o How to assess and optimise ITSM for efficiency and service quality
o Breaking down silos to foster collaboration and IT success
o Leveraging AI and modern ITSM strategies to improve agility and user satisfaction
o Aligning ITSM with business goals to maximise impact

Join us to explore how modernising ITSM can enhance service delivery, boost innovation, and drive organisational success.

The Service Management Advantage: Elevate Your IT Team’s Impact

Across 2024 and into 2025, we’ve seen the introduction of AI into IT Service Management tooling. While impressive, the focus has been on features and functionality rather than the experience and outcomes. We run the risk of applying new AI-driven efficiencies to often sub-optimal support processes and procedures, delivering the wrong thing faster!

In this talk, we will walk through a familiar day-to-day interaction - first, what experiences should end-users expect (or demand) from modern support teams, be it virtual service agents or chatbots, finding knowledge, or even simply raising a ticket? Next, we will switch over to acting as the service desk agent and talking through what AI capabilities they need to successfully provide an excellent service to end-users. Over the course of the presentation, we will see how both personas interact - with AI, each other, and other stakeholders, from Level 2 teams, developers, managers, and beyond!

Key takeaways
• Consider the holistic customer journey, or value stream(s), to identify opportunities to apply AI capabilities.
• Usage of AI in IT support should be tied to at least one of the following metrics: effectiveness, efficiency, or experience.
• How extending the use of AI-augmented platforms across the company allows different teams to collaborate more effectively

From Toil to Triumph: How AI is Transforming Support

As IT teams navigate the challenge of achieving more with fewer resources, GenAI has emerged as a powerful ally. However, unlocking its full potential requires a clear, strategic approach. Join this webinar to explore the transformative potential of GenAI and discover actionable strategies, including insights from FreddyAI, to empower your team for higher performance and measurable impact.

Don’t miss out—reserve your spot today!

Practical Tips On How To Transform Service Management With GenAI For Exceptional Employee Experiences

If not CSAT or NPS, then What?

Service performance matters, but does it truly reflect whether IT services drive business success? As a leading technology services provider, Kyndryl embraced Experience Level Agreements (XLAs) to bridge the gap between operational efficiency and real customer satisfaction. 

Join this session to see behind the scenes of our XLA journey  -  why we made the shift, what drove our decision, the challenges we sought to overcome, and the impact on our business and customers. Through honest lessons learned and a fresh perspective, you’ll discover how experience management is reshaping IT services and why it’s essential for the future.

Experience Management as a Service: XLAs Redefining Sourcing

Traditional IT metrics like uptime and resolution time don’t capture the full impact on employee productivity. Experience Level Agreements (XLAs) shift IT’s focus from service availability to user experience, enabling proactive issue resolution and greater efficiency.

Join us to explore how T-Mobile IT is integrating XLAs, aligning strategic goals with experience metrics, and securing leadership buy-in through measurable value. Learn from our early wins, lessons learned, and the role of automation, sentiment analysis, and executive support in scaling XLAs.

Key Takeaways:

Why XLAs Matter – How experience-based IT metrics enhance productivity.
Lessons from the Field – Insights on starting small and scaling effectively.
Driving Business Impact – Aligning experience metrics with cost savings.
Future Vision – Embedding experience-first thinking into IT operations.

The Magenta Experience. Introducing XLA’s at T-Mobile

"From Great Service Delivery to Great Service Experiences" looks to explore the evolution of customer service, emphasizing the shift from simply meeting service expectations to creating memorable experiences.  Steve will reflect on why building an effective Service Delivery ecosystem inside your organisations will help you develop the right experience conversations with customers and partners.  Steve will share his thoughts on how businesses can transform ordinary service into exceptional experiences that leave lasting impressions, ultimately driving success and customer advocacy.

From Great Service Delivery To Delivering Great Experiences

XLAs (Experience Level Agreements) are a powerful tool for driving business value, but they are only effective if they shape the way you make decisions. Too often, organizations overcomplicate XLAs, turning them into rigid frameworks rather than practical guides for improving IT and business outcomes.

In this session, Sami will introduce a simple, tested, and efficient approach to implementing XLAs. You’ll learn how to measure the real value of your IT decisions, use experience data to guide continuous improvement and make XLAs a natural part of your decision-making process. By keeping things straightforward, you’ll not only make XLAs easier to adopt but also create a lasting impact on your organization. Discover how starting small, staying focused, and embracing simplicity can set you up for XLA success.

Key Takeaways
• Discover common XLAs that drive success across IT and Enterprise Service Management.
• Learn how experience data and XLAs transform IT decision-making.
• See why keeping XLAs simple leads to easier adoption and faster results.

People-First Approach to IT Decision Making & XLAs

During the Covid pandemic, many universities saw their student population deeply decrease, including the University of Alaska Anchorage (UAA).  As this trend continued, UAA knew it had to focus on the Student Experience to attract new students and retain current ones. In 2022, the University re-created their mission and focus around putting Students first; meaning, UAA was to become a student-centered institution. 

Through this effort, the student population has continued to increase over the past several years. Joe Fugere, IT Service Center and Experience Director, will share how IT engaged in the Student Experience movement and the impact they made.

Why XLAs Matter At The University of Alaska

Imagineer Your XLAs

Introducing ServiceHive—Spherica’s innovative AI-driven service desk solution designed to transform your IT support operations!

This webinar will be Introducing the exciting and revolutionary new service desk solution, ServiceHive! Spherica’s AI driven platform designed to reshape Service Desk operations.

Participants will gain an insight into how Spherica have utilised intelligent automation and AI to streamline processes, eliminate repetitive tasks and significantly reduce costs.

There will be a live demonstration showcasing ServiceHive’s ability to deliver uninterrupted 24x7x365 support with instant scalability, and its effectiveness in meeting high demand. You will also see first-hand the platform’s capacity to build and retain knowledge and how this will empower IT teams and users with accurate, real-time information.

We will delve into the advantages of ServiceHive compared to traditional IT Service Desk models, learning how its automation drives productivity, extending its value across departments, supporting workflows and knowledge management for various business functions.

Finally, the webinar will provide an overview on how you can find out more about how this advanced service desk solution can be integrated among your existing service desk, offering a perfect blend of automation and human touch.

ServiceHive: Transforming IT Support With AI and Automation.

As IT complexity spirals and service delivery expectations soar, organisations are under pressure to do more with less. The answer? HyperAutomation powered by AI, integration technologies (iPaaS), Robotic Process Automation (RPA), and a Low-Code platform. This game-changing approach makes automation simple, affordable, and achievable for teams navigating today’s fast-moving and resource-constrained IT landscape.

In this session, we’ll show how Autom Mate’s HyperAutomation platform cuts through complexity, enabling IT and service teams to unify tools, streamline workflows, and deliver measurable results—fast. With a focus on accessibility and practicality, we’ll demonstrate how even non-technical teams can deploy automation solutions that drive real operational value.

Join us to see how Autom Mate brings together the power of iPaaS, RPA, and Low-Code technology to bridge integration gaps, tackle IT inefficiencies, and deliver service excellence with agility and speed.

Key Takeaways

Tackle complexity with ease: See how iPaaS, RPA, and Low-Code technology make HyperAutomation simple and effective.

Revolutionise service delivery: Learn how to streamline processes and deliver results without needing advanced technical skills.

Affordable, fast innovation: Discover how Autom Mate’s consumption-based pricing and rapid deployment drive immediate ROI.

AI-Supported Automation: Simplifying Integration, Orchestration, and the Future of Service Excellence

Many articles and reports will proclaim the future of Service Management is automated Service Request fulfillment with HyperAutomation and AI Ops if your using vendor A or vendor B’s “modern” Service Desk platform.

And almost without exception it isn’t the Service Desk you currently have.  

Now changing a Service Desk isn’t a simple task, it is a herculean task! Nonetheless you might be under the impression that to achieve all this automation and AI benefit you will have to replace you existing desk anyway.
 
This just isn’t the case, in this session we will show you how Kelverion can wrap your existing Service Desk in Self Service and Automation to deliver end-to-end business process automation, IT task automation and AI Ops.

Using dedicated automation platforms, you can automate any process and with intelligent rules our AI doesn’t just recommend which knowledge article to follow to fix a problem, it actually resolves the fault automatically for you.

Key Takeaways
Simplify Service Fulfilment: Learn how to simplify your business fulfilment with narrative led self-service interface.

Automate Any Process: See how our automation platform with Low-Code technology allows you to automate any process.

Achieve Automation and AI Ops with your existing Service Desk: Discover how Kelverion can wrap your existing Service Desk in automation to achieve this without the herculean platform change!

Achieve Service Request Automation, HyperAutomation & AI Ops without replacing your Service Desk

Find out how you can use Atomicwork to
Help your users find the right answers to their questions
Help your IT team avoid mundane and repetitive requests 
Leverage AI agents to automate processes across platforms

Leveraging Agentic Service Management to transform ITSM

Manual onboarding and offboarding processes can have significant security risks if not automated and secured. In today’s evolving threat landscape, addressing insider threats and compromised identities is also critical. This session demonstrates how ServiceDesk Plus automates the end-to-end of the employee onboarding process to eliminate security gaps and enhance workflow integrity.

What's in it for you?

Explore the potential security risks in unstructured employee onboarding processes through a real-world scenario.
Understand how workflow automation acts as a safeguard and enforces onboarding and offboarding policies.
Build a resilient and scalable onboarding workflow that can handle large recruitment drives.

Learn how ServiceDesk Plus can automate every step of your service delivery processes.

Build a scalable onboarding and offboarding system while ensuring robust security

What's New from Freshservice? 

Freshservice is transforming IT service management by leveraging Freddy AI to solve complex business problems while driving efficiency and productivity within your organisation. With seamless automation and integrations across IT and employee service ecosystems, Freshservice empowers IT teams to deflect more requests, accelerate issue resolution, and improve service delivery.

Join this session to see how Freshservice and its Freddy AI can help your IT team:- Boost productivity by automating routine tasks, enabling agents to focus on higher-value work- Enhance employee satisfaction by providing quicker, more accurate service through AI-powered virtual agents- Drive business growth by continuously improving service delivery and operational efficiencyWe will show you how to implement Freshservice to optimise your IT service desk, reduce complexity, and deliver better outcomes, faster.

Optimise Your IT Service Desk: Boost Efficiency + Drive Business Growth with Freddy AI & Virtual Agents

2024 was a year of AI experimentation for many organizations. A mix of excitement and scepticism has led to the clear need for effective AI governance and ethics.

In the recent survey conducted by PeopleCert, Atomicwork, and ITSM.Tools, we discovered this and other shifts in the AI perception, expectations, hopes, and fears. In his presentation, Roman will share the most interesting findings of the survey.

AI in 2025: from experimentation to governance

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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