What are ITSM events?

ITSM events bring together IT service management and service desk professionals to share best practices, tools and real-world case studies. They typically include keynote talks, practical sessions and networking focused on improving IT support, service delivery and customer experience.

Who should attend service desk events?

Service desk events are ideal for heads of service, IT service managers, team leaders and frontline analysts who want to improve processes, performance and user satisfaction. Vendors and technology partners who support ITSM and service desk teams also benefit from attending.

Where do SDI events take place?

SDI runs a mix of in-person ITSM events in the UK and virtual webinars accessible worldwide. Each listing clearly shows whether an event is online or at a UK venue so you can choose the format that works best for you.

Why should I attend an SDI event?

SDI events connect you with a community of ITSM and service desk leaders who face the same challenges you do. You'll gain practical ideas you can apply immediately, benchmark your service against peers, and see how others are using AI and automation in ITSM. Our conferences, workshops and webinars are designed to be highly interactive, giving you time to ask questions, share experiences and build lasting professional relationships.

Wed 18 Nov 2026 · Online · FreeRegister free

Free live eventITSM Tools Day

Service Desk Success Stories

Service desk teams share how they chose, implemented and now live with their ITSM tool. What worked, what didn’t, and what they’d do differently.

Date

Wed 18 November 2026

Time

10:30–13:15 GMT

Where

Online · Free

Your host

Mike Kyffin

Head of Consultancy Services, SDI

Save my free spot See the agenda

Service desk team on a video call with colleagues

You’ve seen the supplier demo. Now hear from the people who use the tool.

Service desk managers, IT leaders and the people who run their ITSM tools take the mic to talk about their own ITSM tool – the results, the workarounds and the lessons learned along the way.

Real implementations

How teams in higher education and the NHS chose, rolled out and expanded their tools, told by the people who did it.

Honest about the hard parts

What’s working, what isn’t and what they’d change, so you can make better decisions about your own tool.

Ask them anything

The day closes with a panel of the practitioners using the tools. Bring your questions.

Save your free place

By registering you agree that your details will be shared with this event’s partners. You can opt out at any time. See our privacy policy.

Agenda

All times GMT · Wednesday 18 November 2026

10:30

Welcome

Host: Mike Kyffin, SDI

10:35

Beyond ITSM: how the University of South Wales is scaling enterprise service management across campus

A fireside chat on taking Freshservice beyond IT into procurement, library, compliance, HR and Welsh language services – and using AI to support students.

Matthew Pengelly, University of South Wales

James Nott, Freshworks Tool: Freshworks

11:05

Our 20-year ITSM journey: from homegrown to future-ready

What it took to move NHS Wales digital health and care services off a legacy solution, and what came next.

Steven Howlett, Digital Health and Care Wales Tool: HaloITSM

11:35

Break

11:45

Inside Birmingham City University’s ITSM journey with Ivanti

Paul and Claire share how BCU’s IT customer service team uses Ivanti day to day: what’s working well, what they’ve learned along the way, and what’s next.

Paul WilliamsClaire LewisBirmingham City University

12:15

Where ITIL fits in your ITSM tool

How ITIL practices show up in the tools service desks use every day, and how to use the framework to get more out of yours.

PeopleCert · speaker to be confirmed ITIL by PeopleCert

12:45

Panel: ask the people who use the tools anything

Today’s speakers answer your questions on choosing, implementing and living with an ITSM tool. Close 13:15.

Matthew Pengelly

Paul WilliamsClaire Lewis

Steven Howlett

James Nott, Freshworks

Speakers

Matthew Pengelly

IT Service Delivery Manager, University of South Wales

Uses

James Nott

Customer Success Lead, Freshworks

Paul Williams

Assistant Director IT Customer Service, Birmingham City University

Uses

Claire Lewis

ITSM System Lead, Birmingham City University

Uses

Steven Howlett

Head of Service Desk and Fulfilment, Digital Health and Care Wales

Uses

“Attending the ITSM Tools Day surpassed my expectations. The expert speakers shared practical advice on getting the most from tools in real-world scenarios. I highly recommend it to anyone looking to stay ahead in the field.”

ITSM Tools Day attendee

Event partners

See you on 18 November

Free, online, 10:30–13:15 GMT.

Save my free spot

Service Desk Success Stories