From Tickets to Outcomes: Rethinking Your Service Desk Approach
Wednesday, June 3, 2026 at 11:00 AM ET / 4:00 PM GMT
Your service desk is more than a support function. Join Forrester Analyst Christy Punch and learn how leading organizations are redefining what success looks like — and how AI is accelerating the shift.
WHAT YOU’LL WALK AWAY WITH
This isn’t a product pitch. It’s a research-led conversation about where the service desk is heading — and how you can get ahead of it.
Beyond ticket counts: Why traditional metrics are holding your team back — and what to measure instead.
Outcomes that matter: A practical framework for tying service desk performance to real business value.
Where AI fits in: Honest guidance on where AI adds the most value — and where it doesn’t.
A product mindset: How to evolve your service desk into a team that drives, not just responds.
Speaker: Christy Punch, Principal Analyst, Digital Workplace + Digital Employee Experience Business & Technology Strategy, Forrester
