From reactive to proactive: Preparing your service desk for scale

This session is ideal for IT leaders on the TOPdesk Essential plan who want to start building upon the foundation while using additional features including AI to be more proactive.

Most service desks don’t lack effort. They lack time to get ahead. The same incidents keep coming back, changes cause disruption nobody planned for, and maintenance happens only after something breaks.

In this 20-minute session, we’ll show how TOPdesk’s Engaged plan helps you move from solving tickets to preventing them. You’ll also see TOPdesk AI categorise incidents, turn solved tickets into knowledge items and help users find answers in the portal. Those knowledge items are the foundation every later AI capability depends on. Live demo included, with Q&A throughout the presentation.

Key takeaways

• How to use Problem Management and known errors to stop recurring incidents at the source.
• How approvals, change templates, the change calendar and the Operations planner cut unplanned disruption.
• How AI categorisation, AI Knowledge Item Generation and AI Search route work correctly and grow your knowledge base ultimately helping you improve your AI readiness.

This webinar is conducted in English, with subtitles provided in German and Dutch.

Speakers