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

As global enterprises invest in technologies to transform their digital workplace, the scope of work of their IT organizations has expanded. It is no longer a department that resolves issues as they occur. Modern enterprise IT manages a comprehensive ecosystem of tools, processes and services to ensure a high, uninterrupted and productive end-user experience. This involves leveraging proactive monitoring and predictive analytics to identify and remediate issues and quantify the user experience. It is also about providing a seamless experience for end users, regardless of device, network, or location, both in the office and while working remotely. It also extends to technologies that front-end the end users, such as unified communication, collaboration and connected work management. It also extends to modern physical workspace management as enterprises consider return-to-office policies. The advent of AI unlocks a great potential to impact the diverse elements in this expanded ecosystem.

In this session, Mrinal will double-click on modern IT organizations' expanded scope, including designing and managing a human-centric and experience-focused digital workplace. He will also discuss enterprise outsourcing spending in this expanded digital workplace technology ecosystem. Attendees can learn why it is essential to holistically envision their digital workplace environment and some best practices to leverage AI to efficiently manage this expanded scope.

Expanded Scope of Enterprise IT in the AI-Enabled Digital Workplace

Service desk teams face challenges in a dynamic workplace, aiming to do more with less. Without real-time unified user and device information, service desks are forced to rely on employee-reported issues, leading to constant firefighting, escalated resource needs, and higher costs.

It's time for a change. Join this session to understand how Nexthink provides human-centric visibility across your digital workplace, providing actionable intelligence for swift incident resolution, improved employee satisfaction, and maximum efficiency for your service desk.

Nexthink - Transform Your Service Desk with Digital Employee Experience

Follow the journey of Nina, a high performing student, and Tony, her supportive teacher, as they explore technology and consume the services we provide.

We'll take a deep dive into Agile techniques such as creating user/customer Personas, and look into journey mapping. This will help you understand how you can use these to inform your decision making, review value creation touch-points and help your staff develop empathy with their customer base.

Nina, Tony & Friends - Customer Personas and Journey Mapping

· Frustrated with how IT is perceived in your organization?
· Tired of ‘guessing’ where to make IT and business improvements?
· Suffering from the ‘Watermelon Effect’ where SLAs are all green, but the business is still unhappy with IT?
· Confused by all the industry talk of ‘XLAs’?
· Want to improve business productivity and happiness without knowing where to start?

In this session, Mark will introduce you to human-centric IT experience management approach and how it will help you to gain happier end users, improve decision-making, and increase productivity. Mark discusses the importance of human-centric IT experience management in understanding how employees feel about IT services. It highlights the frustration in IT management caused by limited metrics and introduces the concept of the ‘watermelon effect.’
Why to attend? Learn:
· Why IT needs to focus on the happiness and productivity of end users and how this can lead to better collaboration with business stakeholders.
· What are the benefits of human-centric IT, including happier end-users and improved decision-making.
· How to start? Get practical tips for implementing human-centric IT and access valuable resources for ongoing learning.
Key Takeaways
· Human-centric IT experience management focuses on understanding how employees feel about IT services and improving their happiness and productivity.
· The ‘watermelon effect’ refers to the discrepancy between green metrics that show IT is working well and the complaints and frustrations of end users.
· By collecting experience data and sharing it with IT teams, partners, and vendors, organizations can make better decisions and improve the value they deliver to end users.
· Human-centric IT can lead to benefits such as happier end users, improved decision-making, and increased productivity.
· To get started with human-centric IT, organizations need to collect experience data, establish ways of working, and gradually move towards focusing on XLAs and productivity.

Why Human Centric IT Experience Management?

IT Hardware Shortages: Companies cope with shortages by utilizing available resources, repairing faulty machines, and implementing flexible funding. Cloud and Virtual solutions with BYOD policies are essential, alongside extending the service life of existing equipment.

Procurement Process: Automated, Flexible and scalable procurement processes are designed, utilizing vendors who can integrate with your back-end systems, ship directly to end-users to save costs and create a smooth streamlined on-boarding process.

Scaling Remote Work: Enhancements to VPN services, increased remote access licenses, and ensuring remote IT teams have adequate equipment are crucial. Utilizing Cloud services for data backup and restoration, while encouraging user-initiated work profiles for apps to enhance flexibility.

Support Strategies: Balancing field support visits and remote assistance considers operational and logistics costs. Reduced office space and storage costs are noted, with Hybrid work model increases team well-being, but need to focus more on in-person team building to continue being highly effective.

Adapting to Modern Challenges: The pandemic underscores the need for improved IT literacy, IT hardware and ergonomic setups for remote workstations. Best practices, IT coaching, and ensuring everyone has access to suitable equipment are emphasized, alongside improved security practices.

How Remote Digital Workspace has impacted IT Service Delivery

In today's rapidly evolving digital landscape, artificial intelligence (AI) stands as a transformative force, reshaping the way organizations operate and employees engage with technology. 

By integrating AI into digital workplace services, businesses can unlock unparalleled efficiency, foster innovation, and elevate employee engagement to new heights. AI-powered virtual assistants streamline mundane tasks, allowing employees to focus on strategic initiatives. 

How? Natural language processing enables intuitive communication with digital platforms, enhancing user experiences and driving productivity. Machine learning algorithms analyze vast datasets to uncover insights, empowering decision-makers front-line workers or support desk with actionable intelligence. 

Furthermore, AI-driven automation optimizes workflows, reducing manual intervention and minimizing errors. Predictive analytics anticipate future trends and user needs, enabling proactive support and personalized experiences for customers . With AI at the helm, digital workplace services evolve from mere tools to indispensable partners, catalyzing organizational success in the ever-changing digital landscape. 

In this event, explore how AI is revolutionizing digital workplaces, and discover the endless possibilities it unlocks for organizations poised to embrace the future of work.

AI Revolutionizing Digital Workplace Services

In today’s increasingly digital world, the role of IT Service Management (ITSM) has never been more vital. An adept ITSM team is instrumental in cost reduction, risk mitigation, and fostering a high-performance culture among employees. As organizations prioritize their investments in ITSM, the spotlight is on innovative solutions that leverage artificial intelligence (AI) as a pivotal support tool.
Join us for an in-depth exploration on how to bring together the most critical functions of your ITSM with AI to help boost agent productivity, improve organizational efficiency, and lift ROI. Here’s what you can expect:
Navigating the IT landscape: We’ll explore the current state of IT, shedding light on the prevalent trends shaping the industry and the challenges keeping executives up at night. We’ll also discuss the opportunities that have arisen in this evolving landscape and guide you on how to seize them.
AI's role in IT: Our panel of speakers will delve into AI's pivotal role for ITSM, moving beyond hype to understand its real, transformative power. We’ll provide comprehensive insights and strategies for successfully implementing AI in your organization to maximize its full potential.
Freshworks’ perspective: We’ll share how Freshservice, Freshworks’ flagship IT solution, is helping some of the largest enterprise organizations focus on delivering exceptional service delivery and improving employee experience. You’ll learn how the platform goes beyond conventional ITSM, reimagining the way enterprises manage and optimize their IT services in the era of AI.

Servicing the enterprise: Bringing IT together for better workplace experiences

Automation and AI. Where uncertainty meets opportunity in our industry. Amidst the noise of conflicting headlines, let's decipher the possible implications of these advancements.

Join me to explore the human side of automation and AI, examining the impact to our people and our customers. Uncover risks and benefits, empowering leaders to navigate with confidence and individuals to embrace change. Prepare to confront AI anxiety head-on and emerge equipped to thrive in the evolving landscape.

Error 404: Human Not Found: The Impact of AI & Automation in the Service Desk

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

Daniel has written and said many times that the best knowledge management tool for a Cxx or any leader in an organisation is their Service Desk. Who else knows the good, bad and ugly of an organisation's people (culture, vendors, behaviors, attitudes), processes or practices, and technology (the fun stuff but in some cases the bad stuff). A “Happy” Service Desk means they know on a daily basis that they are appreciated. They know what their relationship is to the bottom line, and they have a clear line of sight to the customer or user. In those cases where they are related to low level, bottom of the pecking order, then this causes issues in mental health. We need to fix that and talks like this are the beginning.

In this fireside chat, John and Daniel talk about how the Service Desk has evolved throughout the years and what we can all do to ensure Service Desk teams are happy, fulfilled and appreciated within their line of work.

ITSM the 50 years – Before, During and Now what

Service Desk

Help Desk

Employee Advocacy

Employee Experience

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.

ITSM the 50 years – Before, During and Now what

Presented by

About this talk

More from this channel