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Free webinar · Premieres Thu 12 Nov 2026 · Then on demand

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.

The service desk maturity journey webinar, with Freshworks and Ashley FDE

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Can't make it live? Register anyway. Everyone gets the recording and the maturity scorecard.

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The maturity journey

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.

  1. Stage 1

    Reactive

    Tickets arrive by email, chat and hallway. The team firefights all week.

  2. Stage 2

    Organized

    One queue, clear SLAs and a basic knowledge base.

  3. Stage 3

    Proactive

    Self-service, automations and asset visibility take the routine load off.

  4. Stage 4

    Strategic

    AI handles routine requests, and IT reports on business value, not ticket volume.

What you'll leave with

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.

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Your speakers

Pete Petrocelli

Pete Petrocelli

Vice President, Technology

Ashley FDE

Simon Morris

Simon Morris

Senior Director, Solutions Engineering

Freshworks

After the webinar

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.

Book a 20-minute demo

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.