The Future of the IT Service Desk – Embracing AI & Automation
Virtual - Login from anywhere
20th April 2027 (1 Day)
9:00 AM - 4:30 PM GMT
Overview
The IT Service Desk is under increasing pressure to handle high ticket volumes, meet SLAs, and improve customer experience—all while doing more with less. AI & Automation are transforming the modern Service Desk, enabling teams to work smarter, not harder.
This one-day workshop will equip you with the knowledge, roadmap, and practical tools to implement AI-driven automation that aligns with Service Desk Certification (SDC) Best Practices.
What You'll Learn
- Understand AI & Automation – What it is, how it works, and real-world applications in the Service Desk
- Identify High-Impact Use Cases – Discover automation opportunities that reduce workload and improve service and customer experience
- Develop a Practical AI Roadmap – Learn a step-by-step approach to prioritising and implementing AI solutions
- Ensure Compliance with Best Practices – Align AI-driven automation with SDC standards for Incident, Problem, SLA, and Knowledge Management.
- Measure Success & Overcome Challenges – Track ROI, drive user adoption, and address resistance to change.
Who Should Attend?
Service Desk Managers & Leads looking to enhance efficiency and service quality.
IT Support & Service Desk Analysts seeking to automate repetitive tasks and improve workflows.
ITSM & Digital Transformation Leaders wanting to integrate AI into IT Service Management.
Buy Premium Membership First - Then have this Workshop for FREE
Why pay £645 for one workshop when you could get a whole year of Premium Membership AND the workshop- for the same price?
This workshop costs £645 + VAT. But here’s a smarter way to spend that money:
For the same price, you could become an SDI Premium Member, attend this workshop FREE, AND unlock a whole year of exclusive benefits for your entire team!
With SDI Premium Membership, you’ll get:
- This workshop FREE – worth £645
- Exclusive ITSM resources, templates and best practice guides
- Opportunities to connect and learn from fellow ITSM professionals
- Expert insights, webinars and member-only content
- Further training discounts, including ITIL, and exclusive member opportunities
Same £645. Same workshop. A whole year of extra benefits for your team.
And the best bit? You get to be the person who unlocked all those extra benefits for your team without spending a penny more!
It’s a no-brainer, enjoy the Kudos coming your way!
Simply purchase Premium Membership, then book your free workshop place and start using your Premium Member benefits straight away!
Requirements
This is not a pre-recorded webinar, it is a live tutor environment.
You will need:
- A computer with a webcam (We ask that webcams are turned on throughout the duration of the course.)
- Microphone/headset
- High-speed internet connection
- Ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.
Prefer to run this workshop in-house?
- This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.
- Find out more by visiting our bespoke and in-house training page.
Virtual - Login from anywhere
20th April 2027 (1 Day)
9:00 AM - 4:30 PM GMT
£645 each (exc. VAT)
Virtual
The Future of the IT Service Desk – Embracing AI & Automation
Virtual
Service Desk Manager
Virtual
Service Desk Manager
Trainers
Short Bio
ITSM Transformation & Service Excellence Expert Mike Kyffin helps organisations improve service performance, customer experience and operational...
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Added To Your Basket
Michael Kyffin, Head Of Consultancy Services, SDI
- Virtual - Login from anywhere
-
20th April 2027
(1Day)
9:00 AM - 4:30 PM GMT
-
£645 (exc. VAT)
What Would You Like To Do Next?
The Future of the IT Service Desk – Embracing AI & Automation
- Virtual - Login from anywhere
-
20th April 2027 (1 Day)
9:00 AM - 4:30 PM GMT
-
£645 (exc. VAT)