Service Desk Forum; Part Two: From Promise to Practice — AI in Service Deli

Event Overview

Following last year’s Service Desk Forum—where Adam Seeber (xAmplify), Henry Do (ServiceNow), and Chris Hurn (Envisage Technology) explored how AI would shape the future of service delivery—we’re now shifting from theory to practice. AI has moved past the hype cycle and is being deployed into real service environments with real consequences.

Service Desk Forum; Part Two: From Promise to Practice — AI in Service Delivery Today brings together three practitioners who are actively implementing AI in production settings: Jayden Dinmore, Justin Toon, and Alexander Phelan.

They’ll share what motivated their organisations to adopt AI, how implementations are performing today, what they wished they knew before going live, and the unexpected challenges and wins that have shaped their journeys.

In this instalment, we unpack the realities of AI adoption across service desks:

• Why organisations are choosing AI-driven approaches
• What’s working in production—and what isn’t
• Hard‑earned lessons and what teams wish they knew earlier
• Operational, cultural, and technical challenges
• Practical wins, measurable impacts, and what smart teams are doing next

Expect grounded, practitioner-led insights from people who are actually shipping AI—not just talking about it.

Where AI meets the real world: practical wins, painful lessons, and what smart teams are doing next.

• Agenda

5:00pm — Social Drinks & Networking
Kick off the evening with conversations, drinks, and early connection-building with peers and leaders across the service delivery community.

• 5:15pm - 5:30pm — Insights from Jayden Dinmore (Morgans Financial), Justin Toon (Wesley Mission Queensland) & Alexander Phelan (Envisage Technologies)A focused session unpacking real-world AI implementation learnings.
• 6:15pm — Panel Discussion
  Open for you to ask questions, challenge ideas, and get into the details that matter to you.

This event is all about networking, knowledge-sharing, and good conversation – no sales pitches, no recruitment talk. Just real stories, future-focused thinking, and a few laughs

Got questions? Feel free to reach out to Jareth Oades-Gularte via https://www.linkedin.com/in/jarethoadesgularte/

Info: Kick off the evening with conversations, drinks, and early connection-building with peers and leaders across the service delivery community.

Info: focused session unpacking real‑world AI implementation learnings.

Info: Open for you to ask questions, challenge ideas, and get into the details that matter to you.

Know what’s Happening Next — before everyone else does.

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Host or Publisher Jareth Oades-Gularte