Live Event!

Rebooting the Service Desk

Bold Tech. Bigger Impact.

Better Humans. 

Thursday April 30, 2026

10:30 - 15:00 (USA CST)

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Your Host

Matt Beran

Matt's the host of the Ticket Volume podcast, which provides new ideas and perspectives to Service Management professionals.

Innovation that works for the people who make IT work 

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“The top realized benefits [of implementing AI in ITSM] were increasing employee productivity (40%), improving user experience (33%), optimizing operations and reducing costs (29%), and enabling better decision-making (28%).” ITSM.Tools, 2025 

 

Every service desk professional knows the challenge: rising ticket volumes, repetitive requests, disconnected tools, and the constant pressure to deliver more with less. The pace is relentless, but the potential for change is great. 

  

Technology innovation and changes in culture are helping service desk teams work smarter, collaborate better, and make a bigger impact. 

And the future isn't about replacing people with tech - it’s about empowering them with the right tech: 

  • Smarter workflows that reduce manual effort and eliminate tool fatigue 
  • Integrated platforms that connect teams and streamline information 
  • Enhanced self-service that cuts noise and improves user experience 
  • Actionable insights that highlight analysts’ real contributions and business impact 

  

Service desks are on a transformation journey, moving from IT problem solvers to becoming the foundation of service delivery.

Join us! Learn how forward-thinking teams are using new technologies and shifting heir culture to reduce burnout, enhance collaboration, and deliver increased value.

See The Agenda
Meet The Speakers

Thank You to our Event Partner

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.