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

As organisations adopt experience data to optimise and enhance IT services, one critical question remains: how do we ensure the experience data truly improves the employee experience?
In this webinar, Sakari Kyrö from HappySignals explores how experience data—real feedback from end-users—can be used for better IT decisions. By aligning AI behaviour with what users actually experience and expect, organisations can avoid common pitfalls of automation and build systems that drive satisfaction, reduce friction, and deliver real value.
Join us to discover how bringing human experience into ITSM leads to better outcomes in day-to-day operations—from faster resolutions and fewer escalations to higher employee satisfaction and trust in digital services.

Top 3 Use Cases for using experience data in ITSM

Discover how ALVAO brings IT Service and Asset Management together in one simple platform. See how it connects with Microsoft Teams, Copilot, and Power BI, and how automation helps cut tickets, speed up self-service, and provide clear insights. No jargon, no long slides. Just a practical demo that makes daily IT work easier.

Key Takeaways

- Manage IT services and assets in one place.

- Get more value from Microsoft tools.

- Save time with automation and one-click actions.

Microsoft-native ITSM & ITAM

AI has been portrayed as the magic solution to offloading repetitive and time-consuming IT service delivery tasks from technicians, saving them valuable time and improving overall efficiency. However, for many organizations, that has not been the case, as they still struggle to leverage AI effectively and demonstrate returns on investment.

ServiceDesk Plus, ManageEngine's AI-driven unified service management platform,  provides high-value AI for ITSM teams without additional operational overheads or extra license costs. 

Watch on demand, to explore the practical applications of AI in ServiceDesk Plus to show how you can drive real efficiency in your IT service delivery using various AI capabilities and features available out of the box. 

Key takeaways for utilizing ServiceDesk Plus:

- Deliver exceptional experiences with conversational workflows powered by an AI virtual agent.

- Boost operational efficiency by automating mundane but crucial tasks like ticket categorization using intelligent predictive.

- Use GenAI to generate responses, summaries, custom functions and more.

Transforming IT service operations with practical AI in ServiceDesk Plus

In 2025, Stephen Mann (itsm.tools) and PeopleCert carried out research into how AI supports ITIL practices across modern ITSM tools. Watch on demand to explore the AI use cases featured in the study, discover key findings on how AI is shaping IT service management today, and gain insights into where it’s heading next.

AI and ITIL - Accredited Tool Vendors: Insights from 2025

This session explores how SCC has embedded Experience Level Agreements into its workplace strategy. Mark Franzen, UK Digital Workplace Experience Leader, shares how SCC evolved its approach from advisory and personal development to day-in-the-life analysis and outcome-based delivery. Through internal transformation and customer case studies, the session highlights how XLAs have helped uncover pain points, improve productivity, and reshape service conversations around what truly matters to end users.

Experience First: SCC’s XLA Journey Towards Measurable Outcomes

What if you could tap into millions of employee voices to guide your IT improvement strategy? In this session, we’ll explore the most common challenges employees face in their interactions with IT—and the proven methods organizations have used to overcome them. Backed by real-world feedback data, we’ll uncover:

- The main reasons for unhappiness in IT support is why the Service Portal often frustrates more than it helps.

- How to reduce ticket reassignments and improve resolution speed

- Why chasing high satisfaction targets can backfire - and what to do instead.

Whether you're just starting your ITXM journey or refining your continual improvement practices, this session will equip you with actionable insights that turn experience into measurable impact.

Turning experience into action: Common improvement areas as told by millions of people!

Power Design's journey supplementing traditional Service Level Agreements (SLAs) with Experience Level Agreements (XLAs) has shaped customer and employee experiences.

Josh begins by contrasting SLAs—focused on technical, process-based metrics—with XLAs, which prioritize user satisfaction, emotional impact, and journey-based outcomes. Using Power Design's ATLAS program as a case study, Josh demonstrates how the team reimagined operations to align with their mission, leveraging the innovative XM Tree framework.

This visual tool roots strategy in the customer journey, mapping touchpoints, identifying "Moments of Magic," and tracing outcomes back to foundational values.

Attendees will discover how Power Design's shift to XLAs empowered teams to exceed expectations, foster loyalty, and deliver memorable experiences that go beyond the numbers—transforming metrics from mere measurements into drivers of business success and customer delight.

From SLA to XLA: Turning Metrics into Magic

This session explores a user-centred approach to improving digital operational services, with a focus on making systems simpler, faster and more effective for all stakeholders. It highlights the importance of understanding both the practical and emotional experiences of users, gathering feedback and using insights to continuously enhance service delivery. Watch now to learn about the transformation of services in complex environments, including the challenges of integrating digital solutions in setting where traditional processes, such as printing, remain essential. The session emphasises how direct engagement with users can reveal critical insights, leading to meaningful improvements in service design, delivery and the overall user experience.

Tipping the Scales of Justice with XLAs

Get ready for a real-world business adventure! In "Scaling Peaks, Breaking the Service Sound Barrier: Unisys' Supersonic Leap to Experience," Patrycja Sobera reveals how Unisys made a bold move in 2020. The company shifted from a traditional IT provider to a global leader in experience management. Patrycja Sobera, Senior Vice President and General Manager of Digital Workplace Solutions at Unisys, is a pioneer in experience management. She was instrumental in the company's bold 2020 pivot to Experience Level Agreements (XLAs), shifting the focus from traditional IT metrics to the actual human experience.

Under her leadership, Unisys created its first Experience Management Office, driving significant improvements in client productivity and employee engagement.

In 2020, Unisys reinvented itself by becoming the first major IT provider to center its business on experience. The company rebuilt its solutions around Experience Level Agreements (XLAs), which measure how employees and customers actually experience technology. Today, as a Global Founding Member of the XLA Institute, Unisys helps set industry standards. 

Patrycja's story is proof that betting on customer and employee experience can drive significant business success.

Scaling Peaks, Breaking the Service Sound Barrier: Unisys' Supersonic Leap to Experience

The Experience Economy is a rapidly evolving landscape, prompting a massive rethinking of experience design and management. In this dynamic environment, both commercial and public organizations are questioning how their culture, work methods, and leadership will evolve.

During the "Market of Ideas" session, Sarah Nicastro will facilitate an engaging dialogue with attendees and industry experts to explore the future of Experience Level Agreements (XLAs) and the direction of experience management. She will delve into the critical questions shaping this new era, guiding a collaborative exchange of insights on the path forward. This interactive session is a unique opportunity to contribute to the ongoing conversation about business transformation and the role of leadership in a human-centric economy.

The Market of Ideas

Every day, your team pushes the same boulder up the mountain - tickets pile up, users complain, and tomorrow brings the exact same challenges. But what if that rock could stay at the top? What if your service desk could actually prevent problems instead of just reacting to them?

The most successful IT teams have discovered something revolutionary: every major incident leaves breadcrumbs. This session reveals how Freshservice's intelligent incident management and CMDB capabilities help you connect those dots before disaster strikes.

What you'll discover:
o Predict before you react: Use Freshservice's incident patterns and CMDB relationships to identify brewing problems before they explode
o Connect the invisible dots: Map asset dependencies and change impacts that most teams never see coming
o Turn chaos into clarity: Transform scattered incident data into actionable intelligence that actually prevents future fires

This session is perfect for IT leaders tired of playing defense and ready to get ahead of their next crisis.

Your CMDB is lying to you: What Greek tragedies teach us about incident management (and how to fix yours)

How does a College based in Lancashire UK, become the first academic institution and public sector organisation to achieve 'World - Class' Service Desk Certification status? 
How did the IT Services department go from “uncertifiable” to 5-Star, and what impact and value has this created?

Join us for an exclusive session with Runshaw College’s Head of IT Services Alex Harding, as he shares their story, the challenges they faced, and the measurable outcomes they achieved.

In this webinar, you’ll discover:

• Runshaw's inspiring Service Desk Certification Journey
• Challenges and obstacles 
• How Runshaw improved productivity by +23% despite increasing ticket volumes
• How customer satisfaction (CSAT) rose from 4.5 to 4.96/5, climbing every year post-Certification.
• What it takes to embed a culture of continual improvement and sustain world-class performance.
• Return on Investment (ROI) figures to shout about.

Whether you’re a CIO, IT service leader, or service desk manager, this is your chance to hear real-world insights from a team that proved the ROI of IT support, gained industry recognition, and built trust across their organisation.

 Don’t miss the opportunity to learn how your service desk can follow in Runshaw’s footsteps and achieve staggering results like theirs.

The Road To World Class: How Runshaw Became The 1st Educational Organisation to Achieve 5 Star Certification

In this session, we will explore how Virtual Personal Assistants (VPAs) are revolutionizing service desk operations, enabling teams to "Automate, Elevate, Innovate". This session is designed for service desks seeking to harness AI and automation for greater efficiency and customer satisfaction.

Discover how AI has evolved into essential business infrastructure, representing a "fundamental paradigm shift" where AI agents actively solve problems. This empowers your team to become smarter, faster, and truly future-proof.

Rina will guide you through the "AI Paradox," demonstrating how to implement AI and automation to enhance—not replace—the human touch.  You'll learn to balance operational efficiency with emotional intelligence (EQ) by building automation strategies that preserve personalization and reinforce trust. 

This talk isn't just about improving your service desk; it's about building a high-impact, future-proof career in IT Service Management (ITSM). Rina will introduce her book, "The ITSM Playbook®," as your strategic roadmap to navigate corporate challenges and build a career path to a six-figure salary. Learn to communicate your impact beyond technical jargon, securing your seat at the leadership table.

The Super Agent: How a VPA Makes Your Team Smarter, Faster, and Future-Proof

Designing with intent: shaping trusted digital workers to serve with confidence and care

AI may grab the headlines, but Intelligent Automation (IA) is where real transformation happens. IA serves as the container that unites all automation tools and methods—including AI—into a coordinated system designed to deliver human-centered, outcome-driven results.This session explores how to achieve a sensible blend of human and AI-supported work—where assistants help you do more, stress less, and protect the quality of your results. Whether you operate in healthcare, finance, government, manufacturing, or within an IT organization, the principles of IA apply across all service-driven industries.You’ll learn why assist before you agentify is the smarter approach, how governance and guardrails sustain trust, and how data management ensures automation remains safe and meaningful. We’ll also decipher the emerging field of agentic AI—exploring the discrete designs and roles of assistants and agents—alongside the growing skills of prompt crafting (for assistants) and prompt engineering (for agent design). Finally, we’ll look at how cost control through measured consumption keeps innovation sustainable.This is automation done right—human-centric, outcome-driven, and ready for the next evolution of service management across every service-based enterprise.

When AI Works with You: The Human Side of Intelligent Automation

This session guides organizations on checking if they are ready for AI. It explains how to assess goals, data, infrastructure, skills, and culture before adoption. The focus is on setting clear expectations and starting small to avoid failure.

How to Assess AI Readiness for Service Delivery

While organizations are rushing to adopt AI, the question of governance and risk management is becoming more and more important.

How to balance the benefits of early adoption and effective management on AI risks? ITIL offers a practical AI risk management approach based on the ITIL 6C model for AI capabilities. It allows to identify and assess AI risks in the organization’s context and find relevant and effective countermeasures.

Watch this session to learn about:

·        The typical AI risks

·        The ITIL 6C model for AI functional capabilities

·        A practical approach to AI risk assessment and management.

AI in ITSM: the 6C model for planning and risk management

The three most common root causes of failed Changes are failed communication, poor underlying documentation(CMDB), and not getting “the right” approvals.  These 3 distinct causes all have a common denominator the processes required to execute well contrast with natural human behavior.  Communication is always a challenge in large organizations. No one enjoys keeping the CMDB up-to-date, and it’s easy to forget every single person who should approve a change and we end up going with the default people. AI can address each of these root causes efficiently and effectively. In this session you’ll be introduced you to a new process with AI augmentation that aligns with natural human behaviors. We’ve infused this process into our change enablement function and haven’t had a roll back since.

Utilizing AI in your Change Management/Enablement

AI is transforming service desks—but if we’re not careful, speed can come at the cost of connection.

In this session, Dr. Josh Nelson explores how to implement AI and automation in ways that enhance—not replace—the human touch. As service operations scale, the challenge isn’t just doing more with less. It’s doing better with intent.

You’ll learn how to build automation strategies that preserve emotional intelligence (EQ), personalize interactions at scale, and reinforce trust in every experience. Drawing from real-world insights, Josh will show how to identify where automation adds value—and where human connection still matters most.

Key takeaways:

How to scale service without losing personalization or empathy

Where to apply automation for real impact (and where not to)

Balancing operational efficiency with emotional intelligence

Building AI-driven workflows that feel intentional, responsive, and human

Walk away with a framework for delivering smart, scalable service—without sacrificing what makes it personal.

AI Meets EQ: Automating Service Without Losing Human Connection

Service Desk teams face increasing pressure to manage complex, multi-SaaS environments with efficiency, security, and speed. Asking your Service Desk administrators to become proficient in the administration portals for each SaaS application your organization consumes is asking a lot.  Relying on manual processes for onboarding, offboarding, and day-to-day user administration for multi-SaaS environments not only slows down response times, but also introduces significant security risks. At Nuvolex, we understand the challenges the Service Desk faces when it comes to managing multi-SaaS environments. Our platform, ManageX, was built specifically for the IT Service Desk to solve these complex administrative challenges.  ManageX compliments ITSM solutions by fully automating and securing User Lifecycle Management across all major SaaS applications, empowering Service Desks to deliver more efficient and reliable IT services. 

Join us to discover how ManageX can help transform your Service Desk operations by eliminating manual processes and enabling zero-touch, multi-SaaS management.

ManageX Key Takeaways
• Complete Automation for Multi-SaaS Management: ManageX eliminates the need for manual processes by fully automating the entire user lifecycle - from user onboarding, to daily administration and also user offboarding - across all major SaaS applications, saving valuable time and greatly reducing human error.
• Enhanced Security and Compliance: Ensure least-privileged access at the Service Desk and adhere to compliance standards by enforcing uniform access management and role-based permissions across your organization’s SaaS landscape.
• Complimenting Existing ITSM Tools: ManageX complements your existing ITSM solution by adding a layer of intelligent automation and security, enabling the Service Desk to deliver faster, more secure and more consistent IT services.

Revolutionizing IT Service Desk Operations: Simplifying Multi-SaaS Management  with ManageX

ALVAO automates critical IT processes using AI and makes ITSM accessible to even smaller organisations. With natively integrated Asset Management, ALVAO provides detailed insight into IT assets and simplifies onboarding and offboarding.

The scalability of ALVAO makes it ideal for managing processes and streamlining operations across departments. The tool is designed for the Microsoft environment and offers intuitive usability and native integration with tools such as Teams, Outlook, Copilot, or Intune. 

ALVAO can be deployed rapidly, allowing businesses to quickly reap the benefits of improved IT service management. Coupled with its competitive pricing, ALVAO presents a compelling solution for SMBs seeking to enhance their IT operations without significant investment.

ALVAO: A Rapidly Deployable, Mature ITSM and ITAM Solution for SMBs, designed for Microsoft 365

• What is ESM
• UI/UX of ESM in Atlassian
• How to apply this to your teams

Utilizing the Atlassian Suite to Handle your Enterprise Service Management needs

Tailored Service Management: One of the most common complexities in implementing an ESM practice is allowing departments outside of IT to maintain control over their unique requirements, whilst still empowering cross-departmental collaboration. Federated administration allows these entities to customize their ITSM settings, workflows, and processes to better suit their operational needs, without affecting the central administration of the platform which can be under the gatekeeping of the IT System Admins.

Improved Responsiveness and Agility: By empowering department-specific sub administrators with the authority to manage their own services, federated administration reduces the delay in service adjustments or resolutions. Teams can respond quickly to their specific needs, leading to increased agility and faster service delivery.

Scalability: This functionality is crucial for organizations that are scaling rapidly or have diverse operations across multiple geographies. It supports growth without overburdening a single central administration team, allowing for more manageable scaling of ITSM practices.

Federated Administration in HaloITSM

Managing daily IT service delivery can become repetitive and time-consuming. But for some time now, AI has been seen as the solution, and over the past two years, its potential has started to become a reality. However, many organizations still struggle to leverage AI for their ITSM operations and showcase returns to their investments.
ServiceDesk Plus, an AI-driven unified service management platform, offers high-value AI for ITSM teams, enabling service delivery teams to leverage AI technologies without additional operational overheads or extra license costs. 

In this webinar, we’ll dive into the practical applications of AI using the AI features of ServiceDesk Plus to show you how they can bring real efficiency gains to your IT service delivery.
Key takeaways:
• Offer exceptional experiences with conversational workflows delivered through an AI-powered virtual agent.
• Increase operational efficiency by automating minute tasks such as ticket categorization through predictive actions.
• Generate responses, summaries, custom functions, and more through GenAI capabilities.

Leveraging AI to deliver maximum efficiency and delightful experiences with ServiceDesk Plus

Scaling from a five-member team to over 5,000 employees across 12 global offices while supporting 67,000+ customers, demands more than just a well-drafted IT strategy—it requires flawless execution. Discover how Freshworks successfully navigated this journey using Freshservice and operationalized enterprise-grade AI to enhance IT and employee service management. 

This session will explore key strategies that drove exceptional employee experiences and business outcomes, including:
- Modern, AI-powered employee experiences
- Optimized processes through robust automations
- Enterprise-grade application architecture

Freshworks on Freshservice: A blueprint for scaling AI & ITSM

Discover how PeopleCert's ITIL Accredited Tools Registry can help you make more informed decisions and reduce risks when selecting a new tooling option for your service.

1. Why do we accredit tool vendors?
2. What does this accreditation mean for tool buyers?
3. What is the value for tool buyers?
4. How can you benefit?

Learn more about ATV and discover the list of accredited tool vendors at https://atv.peoplecert.org/tool-vendor-accreditation/

Meet The Only Official ITIL Accreditation for ITSM Tools.

ITSM Tools Demo Day USA Edition

Ori Eisen will describe the new threat that Gen AI presents to IT Helpdesk and showcase Trusona’s ATO Protect tool that can quickly and easily prevent such attacks

1. Understand the nature of Gen AI attacks on IT helpdesks
2. Know who is on the other end of the call, wherever in the world the call comes from
3. Detect sophisticated ATO attacks like Man-In-The-Middle and SIM Swap

How to  prevent GenAI attacks on your IT Helpdesk

Generative AI

IT Helpdesk

Trusona

ATO Protect Tool

ITSM

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IT Service Management

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How to prevent GenAI attacks on your IT Helpdesk

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Service Desk Institute (SDI)