Advanced, intelligent, automated service management made simple

Presented by

Eileen O'Mahony, General Manager, WM Promus

About this talk

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.

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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