The Future of the IT Service Desk – Embracing AI & Automation

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09th July 2025 (1 Day)
9:00 AM - 4:30 PM GMT

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£605 each (exc. VAT) Price

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The Future of the IT Service Desk – Embracing AI & Automation

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

09th July 2025 (1 Day)
9:00 AM - 4:30 PM GMT

Price: £605
each (exc. VAT)

£605 each (exc. VAT)

£605 (exc. VAT)

- +

Book Now

Virtual