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

If you’re an IT leader or service owner who needs to deliver great IT experiences to end-users in 2023, you must start making informed improvement decisions based on experience data. Instead of relying on the loudest voice or a gut feeling, tap into experience data to understand the current issues and costs of IT services. This enables you to confidently make decisions that will bring long-term business value.

In this session, Sakari Kyrö will explore how Experience Data can be used for optimal IT organization decision-making. Through harnessing this data, our customers have been able to not only identify service desk problems and their root causes but also strategically align improvement investments with what's important most - allowing them to demonstrate the worth of their IT services in terms of business results.

Presentation key takeaways:
1.  Examples of how experience data and insights have unearthed employee issues (with IT support) and improvement opportunities that went unnoticed with traditional IT metrics
2.  Real-world examples of how experience management has improved IT service desk operations and business outcomes in other organisations
3.  How to use ITXM Framework to get started with experience management.

How Does IT Experience Management Drive Better Decision Making?

More than ever before, IT organisations are operating a hybrid working approach. In this session, David will talk about how you can maximise the technology you already have in place to enhance the customer experience and add value to your organisation. Service Management has never been more important and David will look at some of the most commonly used applications including self-service portals and business collaboration apps such as Microsoft Teams, and look at how you can integrate, automate and collaborate better making the maximum use of the technology you have available.

Takeaways will include:
Suggestions and examples of how you can use ITSM Self-Service portals to provide a 24/7 service to your customers
How you can integrate core business application such as Teams into your ITSM environment to give your customers a one stop shop
What next? – What areas will technology expand into in a world of AI?

Hybrid Working - Maximising Your Use Of Technology In The Hybrid Era

Okay, so you’ve achieved something exceptional within your service desk (or your people have) and now you want to shout about it (and them) – and rightly so. The SDI Awards 2023 await…but how do you ensure your entry makes the coveted awards shortlist, and gives you the best chance of proudly accepting a shiny new trophy?

If you’ve never thrown your hat into the ring, the SDI Awards could seem a somewhat intimidating and confusing place. While glitz, glamour and lots of the bubbly stuff typically await those lucky enough to reach the final, the initial road that leads to the ‘big night’ of the awards ceremony can seem a long and windy one. For example, with 6 awards categories, how do you make sure you’ve made the right choice? With many stories within your service desk to tell, how do you pick the best (and most relevant) one? And, once you’ve all done that, how do you make sure you tell your story in a way that captures the judges’ attention, and gives you that all-important edge?

Confronted by such awards-shaped dilemmas, you could be forgiven for failing to even reach the stage of downloading the submission brochure! But it needn’t be this way. Today's webinar panelists know a thing or two about winning SDI awards, all having been category winners in 2022. Allow us to alleviate the head-scratching and make your awards journey as smooth, seamless and enjoyable as possible. Register now for our judges and winners top tips, plus live q&a with them - ask them anything to help turn uncertainty into pure, unbridled awards enthusiasm…

How To Win An SDI Award in 2023

The IMF projects that world economic growth will slow to 3.2% this year, down from 6.1% in 2021. So while we are tightening our budgets in our personal lives, we can expect the same for our work lives, with businesses finding ways to spend less. For IT, it means doing more with less, as well as stopping or significantly slowing discretionary spending.

Calculating ITSM ROI is key for enterprises looking to deliver rapid time to value for their investments in a modern service management solution. But how can they achieve faster time-to-value with all the challenges that business faces today? Unifying IT and non-IT teams with a single service management solution can not only help realize faster time-to-value but also deliver a fast, easy and seamless employee experience

In this webinar, we talk about: 

* Key ITSM trends organizations should focus on in 2023
* What’s driving technology spending this year?
* 5 points to remember for tech spends
* How to deliver rapid time-to-value with the right-sized ITSM

How to spend less and get more with ITSM in 2023

In today's fast-paced world, IT and technology are expected to deliver more amidst a lack of resources. Prepare your IT and technology to compete fairly in this environment. We'll show you how Freshservice can empower your service teams to provide more value, increase efficiency, and drive down our costs at the same time.

How to deliver more value with what you have in 2023

In this webinar session, we will be exploring the power of automation through NinjaOne, so you can get more done, ensure consistency, reduce costs, and remediate proactively.

We will examine the key features of the NinjaOne platform, including Windows patching, third party patching, software deployment, and monitoring and script automation. These features are designed to help organizations streamline their IT management, save time, and reduce the workload of repetitive and time-consuming tasks on IT departments.

Get ready to learn how you can leverage automation from day one to automate any endpoint task!

Deliver better IT through automation

Your service desk is struggling. Agents have to rely on end user involvement, are forced to move between dispersed tools, lack insights to diagnose accurately, and lack tools to remediate fast. The result? Tickets take too long to fix and too many are escalated to more costly teams. All of this drives up handling time and MTTR - not to mention the bottom line.

Join us to discover how Nexthink Amplify can help you strengthen your service desk and empower frontline agents to close tickets faster and escalate less, leading to immediate reductions in call duration and resolution time, and overall efficiency gains in the service desk and end user support.

You’ll also learn how to:
View all devices, apps connections and executions in real-time
Identify the context, scope, and impact of issues through machine learning
Resolve issues fast via smart automations targeted remediations, and employee self-help

Nexthink Amplify - Close Tickets Faster and Escalate Less

More often than not, an employee's actual service experience ends up a far cry from their expectations. One of the main challenges that service delivery teams, IT, and beyond face is translating their service designs and plans into everyday practice. While this could be the result of several factors, the service management platform they choose and how they leverage its various capabilities plays a major role.

An ideal IT and enterprise service management platform should facilitate service owners in the organization to:
- Simplify information gathering in any service for both employees and technicians via customizable service request templates.
- Accelerate service delivery through integrated no-code automations.
- Offer a way to map and control the service journey from start to finish with a visual life cycle builder.

In this session, Siddharth from ManageEngine will break down the hurdles that a service owner faces when launching a new service, and how ServiceDesk Plus' intuitive capabilities make the whole project a lot easier!

Bridge gap between service delivery expectation & reality using ServiceDesk Plus

Popular business applications such as Teams and Power BI are often core to business activities but often isolated from service outcomes and updates. Automation streamlines common processes within working scenarios and increasingly enables integrations between ITSM tools and your company’s essential applications. Join the Sunrise demo to see real time examples highlighting how automation can facilitate the seamless integration of ITSM with your day to day essential applications. From this session you will learn about:
- Automation within the Sunrise ITSM applicaiton
- Integration and collaboration with Microsoft Teams
- How to get meaningful analysis of your Service Management data seamlessly from Power BI

Automate, Integrate, Collaborate

Organisations work with TOPdesk to help tame the chaos of their daily operations. Only through working better and together, is it possible to deliver continuous value to your organisation and customers.

Automating menial and manual tasks ultimately drive user satisfaction, resulting in more effective and efficient service delivery to customers. Working with an Enterprise Service Management organisation will help drive this change not just through a product itself, but by ensuring it is aligned to you processes and goals.

This session will cover what TOPdesk offers to deliver this for customers and dive into the solution too.

Working with TOPdesk and its solution

Using software (instead of people) to eliminate repetitive, manual tasks was already high on IT agendas but the pandemic sent it into overdrive. Although reduced cost and IT workload are major benefits, to make its value highly visible, automation must be front and centre in the employee experience.

Automating without this strategic perspective will result in sprawl, increased complexity, and rising costs across dozens of automation islands that don’t play well together. As Enterprise Service Management goes mainstream, now is the time to pull the moving parts together.

Patrick will explain:
- What’s holding your automation initiatives back
- Why the employee experience is the best place to start
- How Hornbill’s most successful ESM customers are scaling automation

Conor will demonstrate the capabilities your technology must provide to make IT happen.

Democratization of Automation – It’s all about ease of use

What reports do your business leaders want from your Service Desk? Sunrise and their Service Delivery team will provide an insight of best practice reporting including real life reporting examples and advice on what your business leaders may want from your Service Desk reporting.

Q. Do you find yourself producing reports for the business without any feedback from the business as to what is being used or indeed what is useful?
Q. Do you spend many hours each month producing reports for your organisation taking you away from your day to day job?
Q. Are you interested in understanding the type of information that other organisations are reporting on or interested in industry best practice reporting?

If your answer to any of these is yes, then the this webinar is for you! Sunrise will take you through the reports they produce for their business leaders and customers, as well as focusing on industry best practice reporting including the Service Desk Institute compliance reports,  a core foundation of the SDI Service Desk Accreditation. They will also look at how you can interpret the data you collate and use this to make positive changes within your organisation.

 Key Takeaways from the session will include:
* An overview of the SDI best practice Reports
* Real life case study and examples of a live Service Desk and their reporting metrics
* Suggestions to reduce the time you spend on reporting whilst improving the value you provide to the business at the same time
* How to use the data collated to improve the overall service

Service Desk Best Practice Reporting

Many of us understand the primary benefits of Experience Management, but what needs to be considered to realise these within your business? Mark will discuss Wiley’s journey and how topics such as leadership buy-in, resourcing and colleague engagement have played vital roles. Key learnings from their journey will also be shared as well as how Experience Management is beginning to positively influence Wiley’s culture and strategy.

How Experience Management Can Influence Your IT Strategy

The pandemic accelerated the transition from the service economy to the experience economy.

As you head into 2023, what you can expect to see as you continue your transition from service to experience, building on SLAs to get XLAs.

This session predicts how your ecosystems, culture, measurements, economics, and XLA stacks will change. We will also discuss the influence of these changes on your service community.

Predictions for CX in 2023 and beyond

CXOs continue to face unique challenges to maintaining employee engagement and managing in a hybrid work environment. In the meantime, Conversational AI has gained traction in the workplace to simplify the employee experience and boost engagement.

In this session, Bertrand explores how Conversational AI supercharges the experiences of employees and service desk agents. He‘ll examine the actions of leading companies in the field and evaluate the overall impact of Conversational AI on the workplace.

He'll look at concrete examples of how IA can proactively support employees, seamlessly connect them with the best available agent and augment the agents as well.

How does conversational AI change the Service Desk experience?

As a team, the question we’re most frequently asked is: ‘we know we want XLAs, and understand the value behind experience, but how do we get there’?

HCL will help you answer this question, highlighting our Pathway to XLAs and with reference to real client examples. One of our favourite mottos is that ‘X-rays don’t fix broken bones’ – so let’s explore why having experience data is important, but knowing what to do with it is the difference between identifying a problem, and solving it.

X-rays don’t fix broken bones

Three years ago, Sabine started creating values (now experience levels) to understand as a department why we are delivering what to our customers (our international colleagues). Those values became our first XLA for Helpdesk phone support. Live chat and our Virtual Assistant Abby followed.

Sabine will explain why and how we transformed by three key principles; mindset, vision and measurement.

Digital Transformation is All Human - Mindset, Vision & Measurement

In ALVAO demo you will learn what are the benefits of having an ITSM solution that:
- Integrates heavily with popular tools such as Outlook and Teams
- Allows for smooth user adoption thanks to Microsoft look and feel
- Combines strengths of mature Service Desk and IT Asset Management products
- Has unique licensing model wired for use outside of IT for no additional cost

Learn how ALVAO improves the experience of your employees while making life easier for the IT team.

ALVAO - ITSM software designed for Microsoft 365

Service Desk

ITSM

Service Desk Institute

ITSM Solution

Microsoft

Teams

IT Asset Management

Employee Experience

ALVAO

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

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

ALVAO - ITSM software designed for Microsoft 365

Presented by

About this talk

More from this channel