Free Virtual Event!

Beyond Benchmarking

How High-Performing Service Desks Improve Continually

Watch on demand now!

Recent SDI research with Runshaw College revealed what’s possible when a service desk fully embraces best practice and continual improvement: customer satisfaction rising from 4.5 to 4.96 out of 5, analyst productivity up 19%, and annual cost savings exceeding £550,000, all while handling record ticket volumes. 

  

These results highlight a truth many organisations are beginning to recognise: the service desk is no longer just a support function; it’s a strategic enabler of productivity, experience, and measurable business value. 

  

Yet many service desks still face persistent challenges. Repetitive, low-value tickets consume time. Knowledge remains trapped in silos. User expectations outpace outdated processes and tools. The outcome? Rising pressure, reactive operations, and missed opportunities to demonstrate the service desk's real contribution. 

  

Watch on demand, where we bring together service management leaders, practitioners, and innovators to explore how best practice and continual improvement can overcome these challenges. Through real-world stories and practical insights, you’ll discover how to: 

  • Build a culture of proactive improvement rather than reactive firefighting. 
  • Leverage automation, AI, and self-service to reduce volumes and boost responsiveness. 
  • Redefine success through Experience Level Agreements (XLAs) and outcome-driven metrics. 
  • Embed continual improvement as a daily habit, not a one-off initiative. 

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.