The Future of the IT Service Desk – Embracing AI & Automation
Virtual - Login from anywhere
27th July 2026 (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.
Requirements
This is not a pre-recorded webinar and 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
27th July 2026 (1 Day)
9:00 AM - 4:30 PM GMT
£605 each (exc. VAT)
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Specialist Service Desk Trainer Kylie is an IT service Management trainer with over 15 years’ service desk experience including 8 years of...
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Added To Your Basket
Michael Kyffin, Head Of Consultancy Services, SDI
- Virtual - Login from anywhere
-
27th July 2026
(1Day)
9:00 AM - 4:30 PM GMT
-
£605 (exc. VAT)
What Would You Like To Do Next?
The Future of the IT Service Desk – Embracing AI & Automation
- Virtual - Login from anywhere
-
27th July 2026 (1 Day)
9:00 AM - 4:30 PM GMT
-
£605 (exc. VAT)