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Member meet-up – IT Service Desk: dead, alive or somewhere in between?
Join us for this itSMF UK in-person member meet up at the University of Glasgow. This event offers a compelling look at how service desks are not disappearing, but evolving into smarter, more integrated, and user-focused services.
Kicking the morning off, Barclay Rae explores the evolving role of the service desk, highlighting how human-cantered design, experience management, and enterprise-wide service strategies are redefining its future. With AI, automation and DevOps challenging traditional models, many predict its demise, yet service desks remain essential, still managing vast workloads and maintaining vital customer relationships.
Complementing this perspective, Mark Temple shares University of Glasgow’s approach to transforming student support through its innovative “Reach Out” initiative. By breaking down barriers between services, Reach Out delivers a unified, approachable support experience across both physical and digital channels. Leveraging shared knowledge, AI-enabled self-service, and live chat via the RO:bot, the model reduces complexity, minimises signposting, and ensures high-quality, accessible support for students 24/7.
Together, these sessions offer a compelling look at how service desks are not disappearing, but evolving into smarter, more integrated, and user-focused services.
PeopleCert ITIL CPD Points
itSMF UK members will automatically earn 4 ‘Community’ ITIL CPD points for attending this event – more details available here.
Delivery Location
This event is in person University of Glasgow Library, G12 8QE
How much does it cost?
Places are available to itSMF UK members and non-members for FREE.
If you are not a member you can find out more about membership by clicking here.
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