User Research Methods for IT Service and Support Nov 19th 2026 Presenter: Matt Beran, Sr. Product Marketing Specialist, InvGate Unclear work destroys confidence, erodes trust, and wears down the people doing it. In this session, Matt Beran shows how service and … read more
AI for Service Desks: Separating Hype from Opportunity Jul 16th 2026 Presenter: Josh Streets, HDI Business Associate and Founder of QX Now AI is shifting IT Service Management from basic automation to true operational innovation. But how do you cut through the hype to … read more
ITIL Rewired: A Smarter, People-Focused ITIL Dec 18th 2025 Presenter: Simone Jo Moore, SJM Humanising IT Sometimes, ITIL gets a bad rap! When your Service Desk feels like a black hole for energy and innovation, it’s tempting to blame the framework. But … read more
The Metrics Of Shift Left Feb 18th 2021 Presenter: Jeff Rumburg, Managing Partner, MetricNet Organizations that haven’t spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from … read more
The Service Desk of the Future Posted by Cid Tyer on Oct 16th 2013 Download the: Slide Deck Q&A Report … read more