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

What happens when you can’t right-size your service team to keep up with demand? Technical resources in the employee talent pool have dwindled in recent years, and the shortage is expected only to continue – with employee retention and mental health, customer satisfaction, and revenue all taking hits. Service desk managers are scrambling for SLA compliance while protecting their agents and technicians from drowning in 2-3x the workload.

Join the service operations experts at Vivantio for an exploration into tech-led service management. COO/co-founder Andy Walsh and product specialist Melissa Faletra join forces to guide you through finding and leveraging a service management solution, informed by decades of experience and expertise. Learn how to future-proof your service desk, and ensure a better experience for the people at either end of a help ticket.

This webinar will cover:
The benefits of a technology-led service desk  
Strategic application of automation and AI in service delivery
Tools and software requirements to meet your team’s current and future needs  
Why centralized service management is the ideal state

Meeting Expectations & Avoiding Burnout Amid The Technical Talent Shortage

Employee engagement and productivity have emerged as top priorities for IT leaders. However, achieving these goals while optimizing IT costs in the face of  economic headwinds poses a significant challenge. IT leaders are constantly seeking the right tools to enable efficiency, scalability, and engagement within their IT service organizations.

This webinar will delve into the innovative world of Generative AI and its potential to revolutionize the way businesses build and manage high-performing, reliable service management teams.  Find out how with the right-sized AI and automation-powered tools, organizations can not only enhance employee experience but also drive productivity and decision-making to new heights.  

Key Discussion Points:
Analyzing the obstacles faced by IT in their quest to enhance employee engagement, productivity, and optimize IT costs.
Exploring the power and potential of Generative AI in augmenting AI capabilities to create a humanized employee experience.
Leveraging AI and automation-powered tools to construct efficient, scalable, and productive IT service organizations.

Augmenting Employee Experience and Productivity with Generative AI

As the world embraces a new norm of hybrid work environments, the demand for robust and reliable remote support solutions has skyrocketed. Join William Calder & Joe Webster, from ISL Online, as he delves into the intricacies of optimizing remote support tools to cater to this dynamic shift. In this session, attendees will:
• Discover the evolving challenges and opportunities in the remote support domain as the workforce goes increasingly hybrid.
• Learn strategies to boost remote support efficiency while ensuring optimal user experience.
• Gain insights into ISL Online's road map for staying at the forefront of these changes, and how partners and users can benefit.

Maximizing the Power of Remote Support in a Hybrid World

3 ways to increase productivity with a powerful orchestration engine

Even with automation, troubleshooting requires human intervention and decision making at every step. According to Nexthink's own research, IT teams spend 45% of their time fixing recurring problems, and 43% of their time putting devices back into their desired state. With unlimited visibility into the digital employee experience, understaffed EUC teams can leverage Nexthink Flow, a powerful, low code orchestration engine that optimizes complex workflows and ensures that all tasks are completed as intended.

This webinar will feature a live product demonstration of how Nexthink Flow improves IT service delivery and improves MTTR and achieves SLAs by:
· Empowering more team members with a low-code workflow designer that can be used by less specialized resources
· Relying less on human intervention and reduce your risk with built-in decision making and multiple logical steps within one automated flow
· Connect to the larger business by tapping into the IT ecosystem with external APIs and manage the responses as part of the 2-way communications

Level Up Your Automation with Nexthink Flow

How many remote support tools do you really need? This might be the most pressing question as you examine budgets, vendors, utilisation and solution capabilities. Is it more important to have specific, standalone solutions or can one trusted vendor provide overall value? Csaba Jaromi will demonstrate that consolidation can be achieved with capabilities across remote monitoring and management, mobile device management, help desk, conversational ticketing, detailed reporting and asset management.

Consolidate Your Remote Support Tech Stack

Varsha Subramaniam, Senior Business Development Executive at TOPdesk, will lead a comprehensive demonstration showcasing how TOPdesk's service management solutions can enhance remote support capabilities and streamline operations. The demonstration will focus on key features of TOPdesk, including its ticketing system knowledge base, and self-service portal. We will take a look at how these tools can be leveraged to
- facilitate effective remote assistance
- improve response times, and
- boost customer satisfaction

Maximise IT support efficiency with TOPdesk

- Simplify your Service Management processes with easy to use remote support integrations to support your end-users as efficiently as possible
- Take advantage of industry leading remote support tools integrated directly into your HaloITSM workflows and processes

Simplifying Remote Support: Empowered by HaloITSM

Organizations often grapple with significant challenges when it comes to managing major incidents and onboarding new employees. These daily hurdles often leave IT and enterprise leaders constrained by the intricacies of their tools, diverting valuable IT and service management resources towards tool management instead of addressing urgent issues.

In this session, we'll see how ServiceDesk Plus, ManageEngine's comprehensive service management platform, can:
- Proactively combat major incidents, like ransomware, through efficient incident management.
- Streamline the employee onboarding process for a geographically dispersed workforce, delivering a seamless, single-touch experience.

Adopting a nimble service management strategy that delivers business resilience

This session will showcase the newly launched Sunrise v7 self-service portal, which allows you to offer powerful self-service and enables your customer to help themselves!
Sunrise will go through how you can encourage customers to find their own solutions to issues they face 24/7 and provide feedback on how successful it is, with workflow to automatically raise new incidents or requests if they do not find the solutions they are looking for.

They will also focus on integration with key complimentary applications such as Microsoft Teams and how you can build a fully integrated remote support capability using best of breed applications

You will get to see:
- Sunrise V7 Self-Service with embedded self-help
- Integration and collaboration with Microsoft Teams
- The SDI accredited reporting suite

Enhance your remote support capabilities with powerful self service integrations

Get ready for a thrilling pre-event leading up to Spark 23, the most anticipated Service Desk Institute event of the year! Join us for an enlightening discussion that will set the stage for what's to come. As a primer for the much-anticipated Spark 23, we're bringing together two industry luminaries to discuss what you can expect from this year's Service Desk Institute Conference. Join Matt Beran, the charismatic host of the Ticket Volume podcast, and Alan Nance, a seasoned Digital Transformation Leader, as they delve into the trends, topics, and technologies shaping the future of service desks. This pre-event will equip you with insights, inspire you with ideas, and get you fired up for what promises to be an unforgettable Spark 23. Don't miss out—mark your calendars now!

Spark 23 Pre-Event

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

Most service desks rely primarily on a remote access tool to provide remote support to end users, but these tools have drawbacks: support sessions need to be scheduled and often involve interrupting the end-user. NinjaOne’s unified IT management solution provides a suite of remote management tools that service desks can use to provide support behind the scenes, automate maintenance, and remediate issues, often without interrupting end-users.

This session will explore how a service desk can use unified IT management to reduce incoming tickets, remediate tickets faster, shift complex tasks to more junior technicians, and provide a better IT experience for everyone.

Levelling up your service desk with unified IT management

NinjaOne

Service Desk Institute

ITSM

ITSM Tools

Remote Support

Service Desk

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Levelling up your service desk with unified IT management

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