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

Explore how Jira Service Management’s latest AI innovations can help support and operations teams deliver outstanding service at scale. See how AI-powered agents, AIOps capabilities, and other intelligent advancements can cut down on manual, tedious tasks to help service teams get started faster, accelerate productivity, and resolve incidents proactively. 
 
Key takeaways: 
Get up to speed on Jira Service Management’s newest AI-powered features. 
Guidance for delivering better service experiences using AI. 
Understand the ROI of adopting AI features across JSM.

AI-powered service experiences with Jira Service Management

Explore the intricacies of managing diverse IT tools and their impact on organizational efficiency. Analyst projections indicate  a $2 billion overspend on unused ITSM features by 2026.
Join us to envision a unified IT ecosystem, bridging IT Service Management (ITSM) and IT Operations Management (ITOM). Discover how this convergence streamlines resources, mitigates complexities, and maximizes IT's potential for business advancement.
Gain insights into unifying monitoring tools and aligning processes for heightened agility, innovation, and sustainable growth.

ServiceOps: Transforming Business Efficiency Through Unified IT Management

Humans excel at navigating ambiguity and uncertainty while automation is great at scaling engagement. If there is a situation with a known solution, AI can handle it. So how do you prepare your helpdesk agents to handle problems no one has seen before? This session will look at the role of people as we introduce AI into our tools, considering the skills we need to hire and train for, and how to empower them to navigate the complicated and complex issues they are more likely to encounter.

The Role of People In Your AI-powered Helpdesk

A great AI user experience isn’t about what your conversational interface says, or even what it can automate. What matters is how it makes people feel. It’s not just about the Language Learning Models (LLMs) chosen for your AI rollout; it’s about creating a connection. In this engaging talk, Ben Brennan will share earned insights on how to make your AI solution not just functional but beloved. He’ll unveil the secrets to designing AI that people don’t just use, but enthusiastically recommend and rave about. When investing in Enterprise AI, it’s crucial to focus beyond mere functionality. Come learn how to apply human-centric design principles that ensure your AI interfaces are not only used, but absolutely adored, by humans.

Human-Centric AI: The Secret to Ensuring People Love Your AI Platform

Artificial Intelligence is many things to many people. One thing is sure: AI is disruptive with potential cataclysmic change. Not just as a technology but as a force in culture and society. 

As we explore the world of possibilities, companies are scrambling to put “AI Governance” in place. This session will explore aspects of Governance, Risk, and Compliance as it relates to AI and offers some practical ideas to address governance of AI.

Do I need AI Governance?

Revolutionize Service Management with Gen AI: Paving the Way for Exceptional Employee Experiences

With the ever-changing landscape of emerging technologies and rising employee expectations, how do you balance continuously elevating service experiences with optimizing costs and future-proofing?

As IT teams across the globe are tasked with the challenge of doing more with less, GenAI has emerged as the undeniable force multiplier - but not without its share of skepticism and concerns. Join Freshworks to delve deeper into GenAI’s potential, misconceptions, and the strategic vision required to build higher-performing teams.

Revolutionize Service Management with Gen AI

In 2023 everybody was telling anyone who would listen that generative AI would be transformative and we could forget the past- but few could tell you why.

To unleash the real AI transformation you need to understand it's current limits, the ongoing role and scope of corporate governance, and developing regulation.

But most of all you have to embrace creativity and transformation yourself and in your organisation.

The future of AI is not the destruction of human creativity, in business or the arts.  But unleashing the creatively talented in the workforce is the key to true transformation leveraging AI.

James will explore a range of related topics, and help you rethink your AI business case, supported by a plan for deep change in your organisational culture.

Do CXOs buy from electric sheep?

In this session, Jeff Rumburg, Managing Partner at MetricNet, will discuss the vital role that metrics play in optimizing AI-driven Service and Support operations. He will define key AI metrics that drive customer satisfaction, resolution rates, and operational efficiency. Watch for a concise yet insightful exploration of AI metrics, and gain the knowledge you need to harness the full potential of Artificial Intelligence in 2024!

Mastering AI Metrics in Service and Support

The expected impact of AI technologies on ITSM is growing with the emergence of newer capabilities like GenAI. However, without a proper adoption plan, an organization's actual results might not meet its expectations, let alone deliver better service experiences. Thus, it is crucial for IT leaders and service delivery managers to transcend the narrow application of AI features and instead craft extensive AI-driven orchestrations for their digital enterprises in order to get the most out of these technologies.

Watch this session as we discuss some key service management and ITOps workflows and showcase how the strategic application of AI across them can help you deliver and exceed the service expectations of your enterprise.

Unlocking the potential of AI: Revitalize ITSM for your digital enterprise

In this session, we explore the synergy between Customer Effort Score (CES), Employee Effort Score (EES), and AI-driven predictive maintenance in service desk operations. We question the status quo of reactive support and focus on how organizations can leverage AI to proactively identify and resolve IT issues, reducing effort for both customers and employees. Through concise examples and strategic insights, attendees will learn about the transformative potential of harmonizing CES, EES, and AI for enhanced satisfaction and efficiency. Watch as we navigate the convergence of customer and employee satisfaction in the digital era, paving the way for effortless support experiences and sustained success.

Effortless Support: Harmonizing CES & EES with AI-Powered Proactive Maintenance

Frictionless Service Management: See How 4me's Modern Service-Centric Architecture & Workflow Automation Stands Out From the Crowd

4me is a different kind of ITSM platform. Our unique service-centric design and modern, AI-driven, cloud architecture delivers the next-level user experience, scalability, flexibility, and low cost of ownership IT leaders and managed service providers have long sought. This design empowers our customers to create, optimize, and expand automated workflow across functions, teams, and regions in a way that is not possible on any other platform. Our customers are finally able to unlock the productivity needed to transform their business into an agile, compliant, and service-driven enterprise. 

- 4me is a 3x Gartner "Voice of the Customer" Customer Choice Award winner in the IT service management category (one of only two vendors)
- Serview certified tool in 19 ITIL 4 practices
- Unified Service Management (USM) Certified
- Over 400 customers and growing quickly

Join us to learn how 4me's unique combination of fully-featured enterprise capabilities and low total cost of ownership can help your organization better align IT resources with strategic company goals and discover how 4me's advanced workflow automation and AI capabilities can enhance problem-solving, drive knowledge sharing, and elevate team efficiency.

Effortless Service Management: 4me's Innovative Workflow Automation

In this session, we’ll explore three powerful automation approaches to revolutionise your service desk management. We'll delve into the realm of process automation, integration automation, and the use of AI-driven chatbots. By the end of this session, you'll be equipped with practical insights to enhance efficiency, user experience, and overall service desk performance. 
Takeaway points:
Process automation for efficiency and user experience
Integration automation: connecting ITSM with other business applications
AI-Powered chatbots for enhanced user experience

Elevate Your Service Desk Management in 3 Game-Changing Ways!

Benedict Barrett from HaloITSM will demonstrate how Automation is strategically integrated to drive key processes within the HaloITSM platform. Attendees will learn about the practical deployment of leveraging integrations with 3rd party platforms, as well as within the HaloITSM landscape, to simplify processes at an enterprise level, including;

- Streamlining Service Desk workflows such as auto assignment, time-based escalation and SLA warning notifications.
- Automating tasks like data import, anomaly detection, and resolving alerts from monitoring systems.
- Implementing template-based onboarding workflows triggered from AD/HR.
- Scheduling and automating task creation based on contract expiry, warranty expiry, review dates etc.
- Using Halo runbooks or native integrations with 3rd party tools such as Azure for group membership updates.
- Utilising automation with AI for tasks like triage, knowledge base drafting, touchless surveys etc.

Automation in HaloITSM

Join Eficode as we provide a demonstration of Atlassian's Jira Service Management and it's no-code automation capabilities. In this demo you'll learn to create optimised automation rules seamlessly, demystifying the complexities of automation in the process.

Our session is for both novices and seasoned users of Jira Service Management, providing valuable insights into tailored automations for the unique demands of service management workflows. We'll delve into real-world scenarios that highlight the versatility of JSM's no-code automation across industries and departments, showcasing its potential in streamlining processes and enhancing overall efficiency. Additionally, gain an understanding of potential pitfalls and limitations inherent in no-code automation and learn to navigate these challenges effectively.

No-code automation tips and tricks with Atlassian's Jira Service Management

Reimagining employee onboarding with single-touch workflow automation in ServiceDesk Plus

Nowadays, corporate expectations are centered on doing more with less. So allocating IT technicians' time on repetitive, complex employee onboarding tasks instead of strategic technology goals may constrain productivity and inhibit time to value (TTV). Undue delays caused by manual task management may also dent service experiences for your employees.
 
Given this backdrop, we want to help automate, speed up, and modernize your enterprise processes such as employee onboarding. Join us for a quick demo on how you can trigger a completely automated employee onboarding workflow, involving multiple tasks such as adding users to AD, provisioning SaaS software, and managing legacy employee databases! All, with just a single touch.

Revamping Onboarding: Single-Touch Automation in ServiceDesk Plus

As businesses increasingly integrate AI into employee experiences, equip your IT workforce with Gen AI-powered support, enhancing service delivery, prioritizing critical tasks, and intelligently optimizing processes.

Delve into the capabilities of Freddy Copilot, a 24/7 personal assistant meticulously designed to support your IT agents and admins. 

- Meet Freddy Copilot: Engage with an ever-present AI assistant engineered to streamline the efficiency of your IT teams.
- Boost Productivity: Unlock the potential of Freddy Copilot in alleviating support team burdens and igniting overall productivity.
- Real Impact of AI: Witness firsthand the transformative influence of generative AI solutions through real-world applications with Freddy Copilot.
- AI Roadmap Insights: Gain access to Freshworks' AI innovations, spanning from existing breakthroughs to an exclusive preview of the 2024 AI roadmap.

Freshservice: AI-Powered Revolution: Propel IT Forward with Gen AI

While IT departments are expected to grow this year, it doesn’t mean they need to spend more time or resources on IT service management. Freshworks' survey has unveiled a groundbreaking opportunity: Globally, IT pros estimate that they could save more than 5 hours per week by using AI to complete repetitive tasks. 

Join us, as we unlock the limitless potential of AI to reshape IT efficiency, elevate productivity, and pave the way for substantial cost savings

Key takeaways:
* The AI revolution: Dive into the transformative potential of AI in IT, promising not only cost savings but also enhanced productivity and efficiency.
* Streamlining software management: Gain insights into strategies for efficiently handling the surge in software applications.
* Efficiency as the north star: Understand why IT professionals prioritize ease of use and efficiency in business software over other attributes.
* Time: The ultimate currency: Discover how AI can liberate valuable time for IT professionals, potentially saving over five hours per week for more strategic endeavors.

It's time to reimagine the future of your IT department.

Unlocking IT Efficiency: Driving Cost Savings and Productivity Gains with AI

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

Doug Rabold examines how three key aspects of support can take a support team from acceptable to exceptional.

There are three critical elements fundamental to support success - Training, Knowledge, and Quality. As part of a multi-year initiative, these were the foundational aspects upon which a massive transformation was built. The result was the metamorphosis of a purely transactional support desk into a squad of customer-centric experience-driven support ninjas. Doug shares his exceptional knowledge on this area of IT support.

The Holy Trinity of Support

Service Desk

Help Desk

Knowledge Management

ITSM

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.

The Holy Trinity of Support

Presented by

About this talk

More from this channel