The Next Five Years of the Service Desk
Close to half of customer service jobs are about to transform. Spend one free morning with the leaders already planning for it, and leave knowing what your service desk needs next.
- Thursday 13 May 2027
- 10:30-14:30 BST
- Online · Free · Recording for everyone who registers
Save your free place
Takes 30 seconds. We'll email your joining link straight away.
Why attend
The service desk you'll run in five years won't look like this one.
Close to half of today's customer service jobs won't disappear so much as transform: less time answering routine questions, more time directing, coaching and governing the AI doing it instead.
Forrester Research, “AI Will Reshape Customer Service Jobs In Dramatic Ways”, May 2026Different expectations, different skills, and AI that's finally pulling its weight. The organisations getting ahead of this aren't guessing. They're deciding now what to build, what to leave alone, and who to hire for a role that barely exists yet.
Made for heads of service, service desk and IT service managers, team leaders and analysts who'd rather shape the change than react to it.
The takeaways
What you'll walk away knowing
- How the service desk role itself is set to change, not just the tools underneath it
- Which skills are about to become essential, and which are quietly becoming optional
- What to invest in now, what to leave alone, and what isn't worth chasing yet
- How to build a hiring and development plan for a role that's still taking shape
- Why waiting for "someday" to plan for this is already the wrong move
Free · Online · 13 May 2027
Agenda
How the day runs
- 10:30Welcome and introduction
- MorningLeaders and practitioners on how the role, skills and team are already changing
- AfternoonBuilding your plan, followed by a live Q&A panel
- 14:30Close
Speakers and full session details will be announced soon. Register now and you'll be the first to hear.
Already planning for what's next?
Rewriting job descriptions, retraining your team or rethinking your structure? We'd love to hear about it.
Tell us your story →91%of attendees who gave feedback would come to another SDI event
Found some valuable information I can apply to my role and improving the productivity of my team.
Don't wait for "someday".
One free morning now could shape the next five years of your service desk.
Register freeThank you to our event partners
FAQs
Questions?
What is an SDI experience event?
A practitioner-led session. Instead of vendor demos, you hear from service desk leaders about what they're doing, what's working and what isn't, with time for your questions.
Who should attend?
Heads of service, IT service managers, team leaders and analysts planning for how the service desk role, skills and team will change.
How much does it cost?
Nothing. The event is free to attend.
Where does it take place?
Online, so you can join from anywhere. Your joining link arrives by email after you register.
What if I can't make it live?
Register anyway. Everyone who registers is sent the recording afterwards.
Get in touch: events@sdi-e.com · +44 (0)1689 889100