The service management maturity journey
Date: Thursday, November 12, 2026
Times: 10:00 AM EST, 10:00 AM GMT, 3:30 PM AEDT
Find out where your service desk stands today, what the next stage looks like for a team of 1–15 agents, and how to get there in 90 days. A working session, not a product tour.
Save your seat
Can’t make it live? Register anyway. Everyone gets the recording and the maturity scorecard.
- Americas10:00 AM EST
- UK & EMEA10:00 AM GMT
- APAC3:30 PM AEDT
- On demandI’ll watch the recording
Four stages. Where does your team sit?
Most small IT teams move through the same four stages. The webinar shows you how to place yourself and what it takes to move up one.
- Stage 1
Reactive
Tickets arrive by email, chat and hallway. The team firefights all week.
- Stage 2
Organized
One queue, clear SLAs and a basic knowledge base.
- Stage 3
Proactive
Self-service, automations and asset visibility take the routine load off.
- Stage 4
Strategic
AI handles routine requests, and IT reports on business value, not ticket volume.
A plan you can use on Monday.
Built for IT managers, heads of IT and service desk leads running teams of 1–15 agents.
A one-page maturity scorecard
Fill it in during the session to see which stage your team is in today.
A 90-day plan for the next stage
The three changes that usually move small IT teams up a level.
Where AI really fits
What it takes for AI self-service to be useful rather than noisy.
A renewal-ready checklist
What to ask before you sign again, whichever tool you choose.
Renewing your service desk in the next 120 days?
Renewal is the rare moment you can change how the desk works, not just which contract you sign. Watch this first.
Your speakers
Pete Petrocelli
Vice President, Technology
Ashley FDE
Simon Morris
Senior Director, Solutions Engineering
Freshworks
See your next stage running in Freshservice.
Bring your scorecard to a 20-minute demo. We’ll show that stage live, sized to your team and timed to your renewal.
Questions
Is it free?
Yes. The webinar, recording and scorecard are free.
What if I can’t attend live?
Register anyway. The session stays available on demand, and we’ll email you the recording after 12 November.
Is this a product demo?
No. It’s a practical playbook that applies whichever tool you use. If you want to see Freshservice afterwards, you can book a 20-minute demo.
Who is it for?
IT managers, heads of IT and service desk leads at small and mid-sized companies, especially teams of 1–15 agents.