9 July 2026 | 16:00 – 17:00 CET
Before being fully automated, service desks must first be built on strong, stable foundations. Join this opening session to explore what a self-running desk really means in practice and how to assess your organization’s current maturity across people, processes, and technology. Discover an ITIL-guided approach to build the structure, data quality, and necessary process discipline for an AI-ready service desk.
Open to all
13 July 2026 | 16:00 – 17:00 CET
Automation is only as effective as the workflows behind it. In this session, we will share a practical approach for designing and structuring service desk workflows that enable meaningful, scalable automation. Learn to spot repeatable, high-volume tasks and streamline ticket routing, categorization, and resolution to reduce manual effort and accelerate delivery. See why well-designed workflows, rather than tools, drive efficiency, and ITIL practices help you optimize value streams and remove bottlenecks.
Available to Plus members
Coming soon
23 July 2026 | 16:00 – 17:00 CET
Self-service is often seen as a quick win - but when done right, it effectively boosts performance and user satisfaction. Join this session to explore how to design self-service experiences that reduce demand on the service desk. Find out what drives adoption and trust, from building intuitive portals and high-quality knowledge bases to leveraging virtual agents. Learn to leverage ITIL practices and user-centric design to create self-service that eliminates tickets through clarity, relevance, and usability.
Available to Plus members
Coming soon
30 July 2026 | 16:00 – 17:00 CET
Moving from automation to true autonomy requires more than isolated improvements - it demands orchestration. In this final session, we will bring together automation, AI, and monitoring into a cohesive, continuously improving service model. Find out how to integrate these capabilities to create systems that adapt, learn, and optimize over time. Learn how ITIL helps align these efforts with business goals, enabling intelligent, data-driven service operations and a clear path toward a service desk that increasingly “runs itself.”
Available to Plus members
Coming soon
Vicky has worked in the education sector for 20 years and has diverse experience in a broad range of product and qualification development roles in both commercial and not-for-profit organizations. She is passionate about best practice and the value of lifelong learning.
Richa is an ITIL Master (Version 5), PRINCE2 Master, and has over 15 years of experience in IT Service Management, Lean, Agile, and digital transformation. She has led service and transformation initiatives across telecommunications, aviation, BFSI, FMCG, hospitality, energy, and other industries, often in complex multi-vendor environments.
Her expertise includes ITSM leadership, consulting, training, business analysis, workflow optimization, and solution design. A strong advocate for Experience Management, Richa promotes human-centered and sustainable IT practices. She holds more than 150 professional certifications.