What if the best service desk was the one that didnāt need to exist? Not because support isnāt valuableābut because the way we think about it is overdue for a reset.
In this provocative session, Mark challenges the traditional model of IT support, where āgreatā often means recovering quickly from failure. Instead, we reimagine the service desk as an insight engine and experience architectāless focused on closing tickets, more invested in designing journeys where tickets arenāt needed in the first place.
Heāll explore:
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Why traditional SLAs, ticket queues, and time-to-close metrics miss the real point
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The promise and pitfalls of XLAsāwhen they reflect experience, and when they mask it
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How āzero-touchā support, predictive assistance, and contextual tools shift the game
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The untapped power of service desks as cultural change agents and user advocates
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Why tech isnāt the blockerāculture is
During Mark's session you will hear about a bold reframing of support, where success is measured not by speed of recovery, but by how rarely users need to recover at all. Letās design for confidence, not just resolution.
Key Takeaways:
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Rethink what āvalueā means in modern IT support
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Use experience data as a design input, not a vanity metric
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Start transforming your service desk into a strategic experience hub
To feature your thought leadership inĀ this session contact partnerships@sdi-e.com
