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.

Service desk success stories

Name: Service Desk Success Stories
Start: 2026-11-18T10:30:00+00:00
End: 2026-11-18T15:20:00+00:00
Location: Service Desk Success Stories

Want to hear from the people who actually use the tool? Now you can!

If you’ve ever sat through an ITSM tool supplier presentation and thought, “That’s lovely, but does it actually work in real life?”, this day is for you.

Forget the marketing gloss and feature lists. This event hands the mic to the people who’ve been in your shoes - the Service Desk Managers, process owners, and IT leaders who’ve chosen, implemented, and survived their ITSM tool.

Hear their unfiltered stories - the triumphs and the priceless lessons learned along the way. These are the conversations you've always wanted to have before making your next big decision...the kind when someone says, “Yes, that automation nearly broke us, but here’s how we fixed it.”

See how service desks are using features, workflows, and integrations to improve experience, boost efficiency, and unlock smarter ways of working. Leave with practical insights you can act on, ideas worth stealing, and the confidence to evolve your own service desk with proven approaches behind you.

Attending the ITSM Tools Day was an enlightening experience that surpassed my expectations. From gaining insights into the latest trends in IT service management to hands-on workshops that deepened my understanding of various tools, every moment was valuable. The expert speakers not only shared their knowledge but also offered practical advice on optimising tool usage in real-world scenarios. This event truly equips professionals with the tools and knowledge needed to excel in the ever-evolving IT landscape. I highly recommend it to anyone looking to stay ahead in the field.

10:35 - 11:05 Beyond ITSM: How the University of South Wales Is Scaling Enterprise Service Management Across Campus

Matthew Pengelly, IT Service Delivery Manager at University of South Wales, James Nott, Customer Success Lead, Freshworks

How do you extend the value of IT service management beyond the service desk and across an entire university?
Join Matthew Pengelly from the University of South Wales and James Nott from Freshworks for a practical fireside chat exploring USW’s journey from traditional IT service management towards a broader Enterprise Service Management (ESM) strategy.
Over the past 10–12 months, USW has expanded its use of Freshservice beyond IT into Procurement, Library Services, Compliance, HR, and Welsh Language and Translation Services. Together, Matthew and James will explore how USW approached this phased expansion, established repeatable ways of working, and identified opportunities to reduce manual processes and improve service delivery across departments.
The discussion will also cover USW’s evolving approach to AI-enabled student support, knowledge management and service desk productivity, including the opportunities and considerations involved in extending these capabilities.
Expect an honest, experience-led conversation about what it takes to build momentum beyond IT, bring new teams on board and turn individual departmental successes into a sustainable, institution-wide ESM strategy, with practical lessons other service management teams can apply to their own journeys.