Service Desk Institution

5 Ways Technology is Changing IT Support Forever

Employees – buoyed by their personal-life, consumer-world experiences – now expect more from their IT service desks. Ultimately, consumerization has raised employee expectations across the board – from services through to customer service and support.

For service desks to replicate these superior service and support experiences, they need to keep up with both consumer-world customer experience and support technology advancements.

So please join us on the 13th of July to understand how:




Self-service offers a wealth of benefits to both employees and the IT department, plus how best to reap them through high levels of employee adoption.


Chat has become very popular in the consumer world and that it’s now time to replicate its success internally.

Knowledge Management

Knowledge management, if done right, plays a key role in both increasing the “stickiness” of self-service and the overall efficiency of service desk operations.

Machine Learning

Machine learning is transforming external support, and customer experience, with an internal support transformation soon to follow.


Chatbots, like self-help, can be used to benefit both employees and the IT department – that they are the scalable support capability that never sleeps or takes vacations.

Ivor Macfarlane

Meet your host, Ivor Macfarlane


In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prisons, warehousing, and training. In 1999 he became an ITSM consultant and trainer, as a freelancer and directly for companies. He was an author for ITIL (versions 1, 2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. An active contributor to social media and blogs, he is well known at ITSM events and has presented around the world (40 countries so far and on every continent except Antarctica).

In addition he is an Associate Consultant at