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

As humans are a very social species, but what actually makes us happy and what’s the science behind this? Learn how we can influence how we physically feel, just by thinking differently and how we can then influence others around us so that we can have a better work environment and also impact our personal lives beyond.

Key Takeaways
- How to help ourselves feel happier instantly
- How to influence others around us physically as well as mentally
- How to manage your own thoughts and deal with stress/anxiety

The Science Behind What Makes us Happy

Given the changing dynamics in the labor force and all the ways technology makes it possible for companies, employees, and customers to be connected, the key driver of customer experience (CX) is delivering superior employee experience (EX). Happy, engaged employees are more productive and less likely to leave. According to a report by HBR, 82% of respondents say employees’ happiness on the job is significantly impacted by how well the workplace technology performs. When employees and agents rely heavily on specialized tools to do their jobs, it’s important these tools are fast, reliable, and have the latest innovations that enable high performance.

Join Radhika Narayanan from Freshworks as she speaks about how IT leaders can implement best practices and tools that boost agent productivity and enhance employee experience (EX).

Key takeaways from the webinar include:

-The importance of employee engagement for IT leaders
-The power of AI and automation in maximizing productivity
-Optimizing employee experience in the channel of choice

The EX Factor: Elevating Employee Engagement for ITSM Success

Did you know that there are instant hacks that can stop stress?
Did you know that stress impacts your body as much as your mind?

You might already know that you can’t just think yourself out of stress?
Has “just calm down” ever worked for you?!
“Me neither!” says Hannah Holden, burnout and stress expert.

In her talk Hannah will be teaching us some quick hacks that use the body to calm the mind in an instant.

Your Secret Superpower to stop stress in its tracks

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

Every team has got them… challenges. Things that should be - and could be - done better. But a lack of time and today's workflow often comes in the way of making valuable changes. What if we can take all your challenges and fix them for you? Sounds good right. Our tooling is developed to tackle the day to day challenges of your average- or very advanced service desk, and brings a clear and organized way of working. The best way to tell you guys what TOPdesk can do, is to show you what we can do. In our TOPdesk demo environment I will take some of your day to day challenges and show you what TOPdesk does to get rid of them!

A happy servicedesk with TOPdesk!

In this comprehensive exploration, we delve into the pivotal relationship between our Service Desk and the contentment of our valued Team Members. By dissecting the dynamics of contentment, we aim to shed light on the multifaceted benefits that our organization can reap when contentment is achieved. Moreover, we will investigate the intriguing connection between contentment and a sustained commitment to a long-term career within the Service Desk. This journey of understanding promises to reveal key insights that can enhance both the well-being of our team and the longevity of our Service Desk workforce.

Contentment is the Key

Experience Level Agreements (XLAs) are an ever growing topic. For a good reason. At ABN AMRO, one of the largest banks in the Netherlands, we believe XLAs are a must for a happy service desk. With XLAs, you measure what truly matters, not what happens on the service desk. Resulting in fewer tickets, more efficient employees and better service experience. In this presentation, Aniek from ABN AMRO, will walk you through what an XLA is and show you examples of XLAs in action.

XLAs: a must for a happy service desk

Usually, IT leaders and managers focus on multiple KPIs and dashboards to gauge the productivity of their service team and the effectiveness of their service desk operations. But, sadly enough, the most human KPI—the happiness of the team—often gets overlooked in the grand scheme of things.
Additionally, a lack of a proper methodology to quantify the happiness of the service desk team adds to the problem. In this session, we will look at a simple happiness index that you can use to gauge your team's state of mind as well as some ways you can make your service desk a better place for your entire business.
Key takeaways:
- Gauge the happiness index of your service desk team with realistic parameters.
- Understand how you can improve the quality of life for your technicians with useful features and technology.
- Explore the power of hyper-granular personalization to improve service desk experiences across the board.

A methodical approach to building the happy service desk

In today's fast-paced and demanding work environments, burnout has become a pervasive issue affecting employees at all levels. This session is designed to equip managers and leaders with the knowledge and skills to recognize, prevent, and address burnout within their teams.

The session will focus on understanding the root causes of burnout, developing healthy habits and mindsets, and building resilience both personally and within their teams. Additionally, it will delve into the essential skill of empathetic listening and understanding, enabling managers to better support their team members who may be experiencing burnout or other challenges.

Key takeaways:
- When you slow down, you speed up,
- When you start believing in yourself, amazing things start to happen,
- Failure is success in disguise

Broken to Bionic

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

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

Service Desk

Help Desk

SpecOps

Social Engineering

Cyber Security

ISACA

Risk Management

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Defending Against Social Engineering Attacks on The IT Service Desk

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