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

During IT or security issue, our service desk colleagues are the words, voice and face of calm – they take a consistent and measured approach to resolve our tech issue. Like a taxi-driver in heavy traffic not succumbing to road-rage, they navigate us to a solution quickly and easily: Quelling any tech rage and enabling us to carry on with our working day. Mindset Matters, particularly in this age of constant cyber threats, with social engineering attacks often in play. Attila will convey why the service desk is perfectly placed to consistently mitigate risk across the organisation; how with a set of small adjustments they can significantly enhance data security: Yes, supported by remote support technology, and yes, supported by process; but primarily due to a powerful combination of timing, relationship, knowledge and most importantly mindset.

Mindset Matters, with Security as the Outcome

When things go wrong, time is critical. This is especially true on the Service Desk. Service Desk staff are often called the “first line of defense”, but if each issue is handled as a stand-alone incident, at any time the organization may be facing enormous risk and not know it. How can the Service Desk serve as an early warning system in the organization’s Risk Management capability?

The answer comes from the study of Complexity science. This session offers practical advice to help Service Desk staff more rapidly assess the broader situation, which allows for a more adaptive response based on context.

Complexity, Risk, and the Service Desk

Covering the subject of Embedding Risk & Governance, Michael will speak on the importance and benefit of establishing processes, which are clearly understood and adhered to by your team, as well as the advantage of regular training and continual improvement. He will share with the audience some of the practical ways in which you can embed governance into your organisation as well as sharing some lessons learned (the hard way) along the journey.

Embedding Risk & Governance

Social engineering attacks have become the top cybersecurity threat for two consecutive years, according to ISACA's State of Cybersecurity 2022 Report and as remote and hybrid work models become more prevalent, the risk of such attacks targeting the IT service desk has increased. These attacks are not only growing in number but also becoming more sophisticated, leveraging technologies like deepfake and voice cloning.

Discover how to protect your organization's service desk from the escalating threat of social engineering attacks in this concise 15-minute discussion, covering:
- Understand the increasing prevalence and sophistication of social engineering attacks and learn about real-life examples
- Secure User Verification and Compliance: Implement robust identity verification techniques and Enforce and monitor user verification.
- Learn how to alleviate the IT support burden and reduce costs by implementing measures that reduce the number of calls to the service desk

Join us to fortify your service desk defences and safeguard your organisation against the rising tide of social engineering attacks.

Defending Against Social Engineering Attacks on The IT Service Desk

By some the Service Desk is seen as undervalued, underutilised and under loved… yet they hold the majority of an organisations knowledge when it comes to understanding impact around their stakeholders. Whether it’s risks, incidents, business continuity events, cyber security issues, change enablement or in the case of health care, clinical impact when digital systems go wrong, the Service Desk holds the key to a whole host of useful information to improve those assessments.

Based on the regulatory world of digital healthcare, this session will explore this in more detail, and how organisations could utilise their desk more to tap into this knowledge base to become more effective.

Service Desk Knowledge - The Key To Mitigating Risk

SDI have long been advocates of the notion that the Service Desk is the eyes and ears of the C-Suite. Let’s be honest if it goes wrong, they are typically the first to know! They see trends, they see patterns, yet they are often woefully underused when it comes to managing risk. This session will explore practical examples of how the Service Desk can underpin a full risk lifecycle; Referencing CGI’s own 5-star SDI Service Desk we will cover Risk Identification, Risk Analysis, Response Planning, Risk Mitigation and Risk Monitoring.

Practical Risk Management at the Service Desk

In this session let’s discuss few simple ways to reinforce your ITSM strategy to better identify and handle risks.
- Identifying risk-prone elements in your IT ecosystem.
- Effective yet undemanding ITSM approaches to create a positive attitude towards risks.
- A handy framework to comprehend and manage risk across the service landscape.

Building resilient organisations with comprehensive service management practices

Effective Cyber Incident response relies on striking a balance between speed and information sharing. In this session we’ll discover how the role of the service desk is critical in this process that’s designed to lower the risk to any organization from a cyber security incident.

We’ll identify common errors to avoid and walk through guidance/technical best practice(s) on actions you can rapidly take that both reduce risk and meet stakeholder needs.

Effective Cyber Incident Response

The consequences of unmanaged risk can be extremely negative, but risk is a constant. We live in a volatile, uncertain, complex and ambiguous world where risk is ever present and cannot be eradicated, but it can be managed by ensuring positive behaviors outnumber the negative.

Risk is often managed by locking things down. Access. Information. The need to know.

If we want value to flow, then the work must flow. If we want the work to flow, then information must flow.

This talk will take a trip through transparency, servant leadership and psychological safety to see how risk is managed in aviation, on nuclear submarines and the intelligence service.

Show your working out: risk management relies on transparency

Blah, blah, governance, blah…governance, ‘we need good governance.!’

How many times do you hear authors, consultants, and presenters banging on about ‘governance’, and the importance of it? What do we really mean by this? We often find that people either misunderstand this term. Worse still, many see governance as a rather dull and formal administrative/legal activity that doesn’t relate to them.

In reality, good governance is what makes the difference between successful, ethical and sustainable organisations, departments and teams - and those that are not. For people working in these organisations that’s also hugely important, as it means that working in that organisation will be a wholly better experience if governance is working, than if it’s not.

This session provides a simple and clear introduction to what governance is and why it’s important, and even - a cool and exciting activity – no really..!

Governance Is Cool – Really..!

There's plenty of discussion about experience level agreements (XLAs) but very little practical guidance for IT service leaders on how to incorporate XLAs into their outsourcing agreements. For years, this topic has sparked ongoing debate and confusion among industry professionals. That's why HappySignals and Bright Horse teamed up to develop recommendations and best practices. Hear about real customer examples and gain practical advice and valuable learnings to transform your outsourcing strategy.

1.  Learn what a contracted XLA looks like 
2.  Understand the contractual governance differences with XLAs and traditional metrics
3.  Learn the options for contracting XLAs alongside the recommended approach 
4.  Learn how best to manage penalties/rewards

How to Incorporate XLAs into Outsourcing Agreements

Effective reporting is crucial to an IT team's success as it provides valuable insights and transparency into the team's operations and projects. Through comprehensive reporting, the team can track progress, identify bottlenecks, and measure the efficiency of their processes. Regular reporting helps in showcasing accomplishments to stakeholders and management, fostering a sense of accountability and trust. Moreover, accurate and timely reports aid in decision-making by providing data-driven information that aids in prioritizing tasks, allocating resources, and addressing potential risks. Reporting also facilitates communication within the team, ensuring that all members are aligned with project goals and aware of each other's contributions. Ultimately, a well-established reporting system empowers the IT team to demonstrate their value, optimize their strategies, and continually enhance their performance in an ever-evolving technological landscape. Let SysAid show you how we help IT teams all over the world gain the visibility and insight they need in order to succeed!

Gaining more visibility and insight into your organization with SysAid

With this being a Dashboards and Reporting Tool Demo Day, iOCO Solutions, being a Platinum partner of Opentext with a number of customer running SMAX as their Service Management Platform, our aim will be to showcase the operational reporting features within the tool itself, with a specific focus on the OData features and capabilities. This tool enables a user to open up their Operational Data to industry leading BI and Dashboarding tools like PowerBI. We will show you how easy it is to extract data out of SMAX and review operational statistics as well as perform trend analysis and dashboarding and distribute to a management level within the organisation. We will also show how easy it is to combine external data sources with SMAX data to add more meaningful insights to your operational data.

Exploring Operational Reporting with Opentext's SMAX & iOCO Solutions

* An overview on how to create dashboards for everyday use in TOPdesk
* A brief introduction to using selections and the reporting tool to generate reports
* Some specialised use cases on how reports can be useful in your organisation

Dashing through reports: A demonstration on dashboards and reporting in TOPdesk

In today's data-driven business landscape, organizations must harness the power of data to make informed decisions and drive growth. Dashboarding and reporting tools play a pivotal role in transforming raw data into actionable insights. When it comes to IT service management, automating data collection to provide real-time insights into critical ITSM metrics, service performance, and customer satisfaction is key to achieving business goals.

Join our expert Dennis Wahome from Freshworks Inc. to discover how to elevate your ITSM practices with the power of Freshservice analytics and the effective utilization of dashboarding and reporting tools.

Key takeaways from the session:
*Learn best practices for creating visually compelling dashboards that provide real-time insights
*Understand how you can leverage Freshservice analytics to gain deep visibility into your service desk operations
*Gain a holistic understanding of integrating data from various ITSM sources to drive informed decision making

Data-Driven Success: Unlock Data Insights for Effective Decision Making

Join York at the SDI Dashboards and Reporting Day as he unveils the transformative capabilities of intelligent dashboards. With a focus on enhancing visibility, streamlining helpdesk operations, enabling proactive management, and bolstering cybersecurity, York's session will demonstrate how these dashboards empower IT teams to react swiftly, optimize efficiency, and drive impactful decision-making. 

Gain insights into the synergy of dashboards and remediation, and discover how this integration can further amplify operational efficiency and problem resolution. 

Don't miss this opportunity to harness the potential of intelligent dashboards and revolutionize your organization's approach to data-driven insights.

Simplifying IT Dashboards & Reporting with NinjaOne: Empowering IT Management

HaloITSM’s easy to use reporting suite stands out from the crowd due to its speed of navigation. Out of the box you’re met with 750+ reports, if you can’t find the exact report you need you can create one with no coding knowledge required. 

HaloITSM’s reporting is often remarked as our existing agents favourite module to use, and this session will highlight why HaloITSM is trusted by global brands to handle their reporting requirements.

HaloITSM – Clear and Concise Reporting

Join Jeff Rumburg, Managing Partner at MetricNet, as he navigates the world of automation and bots in service desk strategy. Drawing on his extensive experience, he will demonstrate how automation and bots can revolutionize your service desk strategy. 

In this session, Jeff will:
Discuss the increasing importance of automation in IT service management
Guide you through best practices for integrating bots in your service desk
Share case studies that highlight the transformative power of automation
Provide insights into overcoming challenges when implementing an automated service desk

Secure your spot today and learn how to harness the power of automation for your service desk.

AI and Machine Learning in IT Support: Past, Present, and Future

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

Doug Tedder

ITSM

Agile

freshworks

IT complexity

Service Desk

IT support

Service Management

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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How To Reduce IT Complexity And Increase Agility

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