When: Thursday 14 May 8am (before show opens). Arrive 8.30am for a 8.45am start. Session ends at 9.30am, when the show opens.
Where: Service Desk & IT Support Show – Excel London
Why: Free breakfast, smarter IT, limited seats

From chaos to confidence: how infrastructure visibility powers effective incident management

Modern IT environments are fragmented: patched-together legacy systems, cloud silos, and disconnected tools leave IT teams stuck firefighting. In this session, we’ll explore how Freshservice IT Asset Management transforms IT from a source of friction into a performance advantage, giving service, support, and operations teams a single source of truth. We’ll highlight real-world impacts: anticipating incidents, driving reliable change, and turning infrastructure into a strategic asset. Attendees will leave with actionable insights to bridge the gap between fragmented IT environments and unified, high-performing operations.

Attendees will walk away with:

1. How infrastructure visibility turns complexity into operational confidence Attendees will understand how Freshservice IT Asset Management creates a single source of truth across service, support, and operations, replacing silos with context-rich, actionable data.
2. How to anticipate and prevent incidents instead of firefighting They’ll learn strategies to move from reactive incident response to proactive, AI-enabled service management that reduces downtime and risk.
3. How to make confident operational decisions at scale Attendees will see how infrastructure intelligence enables visibility, dependency mapping, and automated insights, giving teams the confidence to change, innovate, and scale without guesswork.