Process Automation Wins for IT and Service Desks

Presented by

Ben Scavuzzo, Team Lead of Services Canada, TOPdesk

About this talk

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.

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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