Live Event!

Rebooting the Service Desk

Bold Tech. Bigger Impact.

Better Humans. 

Thursday April 30, 2026

10:30 - 14:40 (USA CDT)

16:30 - 20:40 (UK BST)

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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.

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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 culture changes) is 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.

Event Agenda: 

  • The Headcount Trap: Why Service Desk AI Fails When People Become the Target
  • Why Good ITSM Ideas Stay Invisible
  • Break Free from the Finite Mindset: How ITIL (version 5) and the Infinite Mindset Can Take Your Service Desk to the Next Level
  • Amplifying Service Desk Impact: Enabling Tech Evolution from the Front Lines
  • From Queue Overload to Zero-Touch: AI-Powered Intake That Actually Works
  • The Compass in the Chaos: Human Experience as Your AI Strategy
  • Building Better Humans: Empowering the Service Desk Through Knowledge & Training
See The Full Agenda
Meet All The Speakers

Our Expert Speakers

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.