Live Virtual Event

Wednesday, 23rd September 2026

AI and Automation Summit

Empowered by Intelligence: The New Era of Service Support

  

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From Reactive Heroes to

Proactive Problem Solvers

Automation and AI have finally stopped introducing themselves. They’re now part of the team, handling the tedious stuff, keeping the plates spinning, and letting service desk pros do what they do best: solving real problems and keep the world running.  

  

This event is about what happens next...

  • When technology doesn't replace the human touch but protects it
  • When Service Desks move from firefighting tickets to preventing them
  • When the day isn’t ruled by noise, queues, and déjà-vu tickets

Across forward-thinking support teams, AI is already taking on the digital-heavy lifting: clearing the clutter, turning rambling user essays into actions, spotting issues before they become incidents, and making knowledge smarter (and yes, searchable).

  

The future isn't about humans fading away - they'll get to do the good work, the clever thinking, the curious exploring. They'll have meaningful conversations, collaborate with others, and unearth brilliant ideas. There will be a shift from reactive heroes to proactive problem solvers.  

  

The future of service isn’t colder or impersonal. It’s brighter, calmer, and more human.  

Agenda Snap Shot

10:35 - 11:00 The AI-Enhanced Engineer: Using Smart Automation to Cut Through the Noise

11:00 - 11:20: AI in ITSM: The Good, The Bad, and The Ugly

11:20-11:45: What Happens When AI Joins the Service Desk Team?

12:00-12:25: Case Study - Rotherham NHS Foundation Trust - Implementation of AI-powered Autonomous Agent on the Service Desk

13:45-14:10: Keeping Humans in the Loop: What Ethical AI Really Means for the Service Desk

14:30-15:00: Human + Automation: Ask the Experts

Your Host

Mike Kyffin

Head of Consultancy Services

at SDI

Register Now
See the Agenda

Meet the Speakers

More speakers coming soon...

Chris Malyon

Head of Support Services at Akita

Nikki Saxton-Maund

Service Support Lead (DTS) at HM Courts and Tribunal Services

Dan Newton

Head of Service & Technology at Norman Managed Services

Gillian Hitchenes

Director at Norman Managed Services

Christine Hazlehurst

Head Of IT Service Management & Support Services at Rotherham NHS Foundation Trust

Manuel Villarejo

Director of IT

at Expenti

Roman Zhuravlev

Senior Architect at

ITIL, Peoplecert

Thanks to our event partners

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.