Benchmarking, Best Practice, and Beyond: Let’s Level Up Your Service Desk Game!

Welcome to the "Service Desk Success Summit," where best practices meet benchmarking brilliance! This engaging virtual event is tailored for service desk professionals eager to elevate their teams from the comfort of their own spaces. Join us for a day brimming with enlightening presentations, engaging sessions, and the opportunity to hear industry experts share their journeys to service desk success!

Explore a wealth of best practices designed to help you streamline operations, enhance customer satisfaction, and boost team morale. We’ll delve into the art of benchmarking, providing you with the tools to measure your success against industry standards and turn data into actionable strategies. With a lineup of expert speakers, dynamic discussions, and real-world case studies, you’ll leave equipped with fresh ideas and innovative solutions that you can implement right away. Get ready to engage, learn, and discover the secrets to a successful service desk—because excellence isn’t just a goal; it’s a journey, and we’re excited to make it a fun one!

Meet the experts below!

11:20 - 11:45 - Breaking the Capacity Code: How Benchmarking Reshaped Our Service Desk

Nikki Saxton-Maund (CMgr MCMI), Digital & Technology Services (DTS) Service Support Lead, HM Courts and Tribunals Service

How do you know when your service desk has reached its limit—before it breaks? This session explores how I used SDI benchmarking and Erlang modelling to calculate our true capacity, identify performance gaps, and build a smarter resourcing strategy. I'll share not only the math behind our model but also the cultural and operational shifts it has enabled. If you're still planning headcount by gut feel or best guess, this session will show you a better way.

Key Takeaways:

Benchmarking turns metrics in to meaning It’s not just about the numbers it’s about the context. SDI benchmarking helped us to understand where we stand, where we excel and where we need to improve.
Capacity isn’t just a number, it’s a strategy With the right model we have been able to align resources to demand while avoiding burnout. We have also been able to justify strategic hiring decisions with confidence
You don’t need perfect data to start

We began with some real data, but we also had to use estimates, refined our assumptions, and adapted as we learnd. Despite data gaps benchmarking still provided valuable insights that led to meaningful improvements and more informed decisions

14:10 - 14:35 - Want to know how Version 9.0 of the Global Best Practice Standard for Service Desk can support your journey to excellence?

John Noctor, Chief Delivery Office, David Wright, Chief Value & Innovation Officer and Mike Kyffin, Head of Consultancy at SDI

What’s new in Version 9.0?

Managing the AI System: Navigate AI with purpose—covering ethics, transparency, security & governance
Updated Core Concepts: All 10 principles evolved to reflect today’s challenges and opportunities
Beyond ISO: A deeper, broader, human-centric take on excellence—tailored for real-world service desks

Attending The Service Desk Institute's virtual event was an invaluable experience. The well-organised platform made participation easy, and the speakers provided deep insights into current trends and best practices. The interactive sessions and networking opportunities were particularly beneficial, offering meaningful connections and knowledge sharing with peers worldwide.

I highly recommend these events to anyone in service management. Whether you're experienced or new to the field, the insights and connections you'll gain are well worth it.

Service Desk Success Summit: Unlocking Best Practices and Benchmarking Brilliance!

Benchmarking, Best Practice, and Beyond: Let’s Level Up Your Service Desk Game!

Benchmarking, Best Practice, and Beyond: Let’s Level Up Your Service Desk Game!

Trevor Witcher

Nikki Saxton-Maund

Tarun Dewat

Ben Stokes-Reade

Head of Service Management

Kings College London

Mike Cook

Keith Hill

Kings College London

Chief Delivery Officer, SDI

What's On The Agenda?

10:30 - 10:35

Welcome from our host, John Noctor

10:35 - 11:00 - Session title to be confirmed

Tarun Dewat, Head of IT Service Management, Sandwell and West Birmingham NHS Trust

11:00 - 11:20 - Session title to be confirmed

ManageEngine Speaker to be confirmed

11:20 - 11:45 - Breaking the Capacity Code: How Benchmarking Reshaped Our Service Desk

Nikki Saxton-Maund (CMgr MCMI), Digital & Technology Services (DTS) Service Support Lead, HM Courts and Tribunals Service

11:45 - 12:00 - Break

A quick break for snacks, before the programme resumes.

12:00 - 12:25 - Session title to be confirmed

Trevor Witcher Assistant Director ICT Services, Great Ormond Street Hospital for Children

12:25 - 12:45 - Session title to be confirmed

Freshworks Speaker to be confirmed

12:45 - 13:10 - Session title to be confirmed

Mike Cook, Client Delivery Executive (MOD), Capgemini (UK)

13:10 - 13:25 - Break

A quick break for snacks, before the programme resumes.

13:25 - 13:45 - Session title to be confirmed

PeopleCert Speaker to be confirmed

13:45 - 14:10 - Session title to be confirmed

Keith Hill, Service Desk Manager, Ben Stokes-Reade, Head of Service Management, Kings College London

14:10 - 14:35 - Want to know how Version 9.0 of the Global Best Practice Standard for Service Desk can support your journey to excellence?

John Noctor, Chief Delivery Office, David Wright, Chief Value & Innovation Officer and Mike Kyffin, Head of Consultancy at SDI

14:35 - 15:00 - Panel discussion

Have your questions answered, live!

Register now and secure your spot at our virtual event.