The Service Desk Institute (SDI) has been connecting IT service professionals across the world since 1988 and is the leading global community for everyone working in the IT service and support industry. Our mission is to inspire service desks and service desk professionals to be brilliant.

With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM and service desk 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

The rise of automation, AI for customer service, and machine learning in marketing and product development make conducting business easy. But behind these rapidly advancing employee and customer-facing digital services lies a highly complex IT landscape.  

 If left unchecked and unmanaged, IT complexities can wreak havoc in an organization. Things may not get done; essential tasks may fall through the cracks, and inefficiencies become prevalent in the organization. To clear the underbrush and make simplicity a core capability of your organization, IT leaders must pay attention to the growing tech complexities in their organization.      

In this webcast from Freshworks, you’ll hear from experts on how IT can tackle tech complexities and reduce bloatware.

How To Reduce IT Complexity And Increase Agility

The IT service desk remains at high risk of cyber attack. Only last year, gaming software giant Electronic Arts (EA) suffered a breach when an attacker tricked IT support, gained access to the corporate network, then stole and ransomed the source code to their flagship game FIFA. 

As organisations continue the shift towards remote working, this threat is increasing, hackers are often successful in exploiting the service desk as they lack the appropriate security policies and tools to properly verify user identities.

What can be done to prevent this? In this webinar we will look at common attacks on the IT service desk and the measures that can be taken to thwart these.  We’ll look into how you can enforce and track secure user verification that will reduce the opportunity for user impersonation. You’ll learn how you can limit high-volume calls and reduce the burden on the service desk by empowering your users to perform secure self-service password resets (SSPR) with multifactor authentication (MFA) and be able to unlock their own accounts.

The session will end with Q&A where you will have the opportunity to speak to our cyber security expert Darren James.

Social Engineering & The IT Service Desk

Some have predicted that self-service tools would become so powerful that level 1 support would become obsolete. That hasn't happened yet, and probably won’t happen for quite some time because today's self-help tools aren't powerful enough to rival the knowledge, experience, and troubleshooting capabilities of a human expert.

However, when properly executed, self-service is still a win-win for customers and service desks alike. It can reduce the cost of support and drive higher customer satisfaction! Join Jeff Rumburg as he shares a case study example with benchmarking data to illustrate how to effectively plan, implement, and manage self-service.

Tapping The Potential Of Self-Service

If Artificial Intelligence is the new electricity, big data is the oil that powers the generators. An exponential increase in business data (structured and unstructured), mixed with all of the existing analytics capabilities, has created a huge opportunity for IT Service and support organizations to enable the digital business throughout the creation of the data-driven IT Service and Support. In this session, you can learn how the service desk can become the focal point of your data analytics strategies to enable your digital transformation.

The Service Desk as an AI Factory

Everyone wants an IT organization that can deliver services faster with improved quality while significantly reducing the number of IT tickets. This is not a vision for the future, it is the reality today for growing numbers of organizations. How can that be achieved? Through leveraging machine learning, self-service, automation and analytics to transform the service desk! But what does that look like and where do you start? Hear from WM Promus as we walk through each of these technology areas, their relevance to the service desk and illustrate what you’re aiming for.

Advanced, intelligent, automated service management made simple

Let’s figure out how to make our service delivery smoother, faster, and more convenient for everyone. We will discuss how to standardize your workload to prepare for automation. Then we will identify what processes are best suited to automation. Finally, we will review some example quick wins that your IT Service Desk could implement now! This will include real life examples from TOPdesk customers, as well as features that have grown to become standard best practices in a modern service desk tool.

Process Automation Wins for IT and Service Desks

The market for Predictive Analytics and Machine Learning (PAML) tools is growing and innovating at a rapid pace. But are we taking advantage of these innovations or are we being left behind? In this presentation we’ll look at some of the key use cases for predictive analytics, the features built into the tools in the market that are ripe for exploitation and how to start looking at and selecting the right tool for you and your organization.

Predictive Analytics and Machine Learning tools are developing quickly

Watch as we speak to Glen Dimplex’s Group IT Service Delivery Manager on how they’re leveraging orchestration work flows with a myriad of different tools to help their employees do more than ever before. We’ll show you how they unified 7 different disparate service desk solutions into one to service the whole business, and how they tackled a few challenges along the way.

An Orchestration success story with Glen Dimplex

This is our story of how we moved from a inconsistent process, to a mature and standardized global approach. The challenges we encountered, managing on-premise and cloud AD, automating key steps, the need to get the right data to our servicedesk and our automation to work reliably. The challenges we encountered, managing on-premise and cloud AD, automating key steps, the need to get the right data to our servicedesk and our automation to work reliably. All within a global group company with multiple operating companies and offices across the globe

Automating New Joiner at the Global ServiceDesk

If a ticket is submitted, then it’s already too late. Incidents are reaching critical mass and your service desk is stretched thin, leading to wasted resources, poor IT service delivery and frustrated employees. Being proactive allows IT to detect and resolve non-reported incidents before a ticket is submitted or, even better, before employee impact. Hear from the experts at Softcat and Nexthink how you can stop incidents before they reach critical mass.

Proactive IT: How To Prevent Tickets

New immersive technology has the potential to revolutionize the way we communicate, and that will have a profound impact on the way we work. So what futuristic tools are on the horizon and how will the role of the IT team transform to meet the needs of the user? We chat with Mike Kenny, Global Technical Delivery Lead Unified Communications at Mondelēz International, about the workplace of the future, and how his company is approaching unified communications.

What the future office means for IT

In 2022 and beyond, companies of all sizes are focused on innovation – not only by adopting new technologies – but also by rethinking how they’ve traditionally approached delivering goods and services, both to their customers and their own employees.

That is why Service management today is all about transforming your business. But how can you transform when you’re being squeezed from all directions?

Join this live session as we explore the latest trends, challenges and best practices in relation to delivering a modern, intuitive, multi-channel experience for both customers and employees.

The Hottest Trends in Enterprise Service Management

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software-as-a-service that’s affordable, quick to implement, and designed for the end-user. Unlike legacy software, Freshworks builds tech that works for everyone, making it easy for IT, customer service, sales, marketers and HR to do their job and delight their customers.

Automation: How do you do it right?

Watch the TOPdesk team for a walkthrough of quality of life integrations and automations.

Making it easy: Automation in TOPdesk

The last couple of years taught us to reinvent the way we work and swiftly adapt to different work models to keep the business running. IT teams face the greatest challenge of delivering essential services and critical support to the diverse hybrid workforce. In this session, you will learn how ServiceDesk Plus allows your IT and business functions to stay nimble to face the challenges of today and the surprises in the future.
Key take-away:
Design flexible workflows for IT and business services.
Delegate, manage and deliver tasks with your remote IT resources.
The unified service management approach for remotely accessible services.

Delivering services using no-code workflows in ServiceDesk Plus

Imagine an IT organization that can deliver services faster with improved service quality while radically reducing the number of IT tickets. This is not a vision for the future. It is the reality today for growing numbers of organizations that are leveraging machine learning, automation and analytics to transform the service desk. Based on embedded machine learning, analytics and the ability to automate tasks, SMAX delivers a smarter approach to IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM)

Watch WM Promus for a demonstration of SMAX:
· A modern IT service delivery with smarter processes, workflows, and tasks for automated service fulfilment and issue resolution.
· An integrated, intelligent, role-based, no-wait self-service portal that gets employees back to work faster.
· Rapid configurations, build-your-own apps, and seamless upgrades.

Microfocus Service Management Automation X (SMAX)

Watch how automation can cross departmental boundaries and enable users in all areas of the organisation to benefit from streamlined processes. Automated workflows which are easy to build and deploy, apply consistent and efficient outcomes to common company-wide service scenarios.

Sunrise provides IT Service Management software to help you efficiently manage your service organisation.

Automation for Enterprise Service Management

Ease the burden on IT with HaloITSM’s modern and intuitive self-service portal. During this demo, discover a platform that your users will love and why so many enterprises pick HaloITSM as their IT Service Management (ITSM) solution.

The Self-Service Portal Designed For Your Users

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Automation

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ITSM

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The Self-Service Portal Designed For Your Users

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