Cybersecurity doesn't start in the SOC. It often starts with the service desk..

Cybersecurity doesn't start in the SOC. It often starts with the service desk.

Every day, service desk teams handle password resets, MFA problems, account recovery, suspicious requests, access issues, and users who may be the target of phishing or social engineering. These interactions give support teams a unique view into what is happening across an organization—and sometimes, they see the first signs of a security problem.

Join SFHDI on Tuesday, October 13, 2026, from 3:00–5:00 p.m. at Netflix in Los Gatos for Cybersecurity from the Service Desk Inward, a conversation about the growing role service desk teams play in protecting their organizations.

What we'll explore

We'll bring together perspectives from IT service management, cybersecurity, identity and access management, and enterprise technology to look at how these functions can work together more effectively.

Topics will include:

• How the service desk can serve as an early-warning security sensor
• What support teams may see before the security team does
• Social engineering and phishing attacks
• MFA-related attacks and account compromise
• Identity verification and secure account recovery
• Escalation paths that connect service desk and security teams
• Balancing security requirements with the customer experience

The Service Desk as a Security Sensor

The program will begin with a short presentation, “The Service Desk as a Security Sensor."

We'll look at how everyday service desk interactions can reveal potential security threats—and how support teams can recognize and respond to those signals while still providing a positive customer experience.

The presentation will be followed by a panel discussion featuring leaders who bring different perspectives to the intersection of service and security.

Join us in Los Gatos

This is more than a presentation. It's an opportunity to hear how other organizations are approaching the relationship between service desk and security teams—and to share your own experiences with peers.

Come for the conversation. Stay for the connections.

👉 Register here:  [Register for Cybersecurity from the Service Desk Inward]

Space is limited, so we encourage you to register early.

Our recent SFHDI Awards Celebration was a great reminder of what makes this community special—recognizing the people and teams who are doing meaningful work in support and service management.

Congratulations again to all of our award recipients, including John Cook from Simpson Strong-Tie, our local Analyst of the Year. It was great to celebrate the impact happening across our community.

And one theme continues to surface in those conversations:
AI is no longer theoretical—it’s actively being explored and applied in real support environments.

That’s exactly where we’re heading next.

Join Us April 16

AI in Action: Real Stories from Support Operations
📍 Fenwick, Mountain View
⏰ 4:00–6:00 PM

We’re bringing back our Round Table Forum, focused on the practical use of AI in IT support and service operations.

This session will feature:

• Brief introductions from table leaders sharing how they are exploring AI
• Facilitated roundtable discussions with peers
• Open conversation about what’s working, what’s not, and what’s next

We’re also excited to have Dan Turchin, CEO of PeopleReign, serving as facilitator—helping guide the conversation and connect insights across the room.

Why Attend

This is not a presentation—it’s a conversation with your peers.

Whether you are:

• Actively implementing AI

• Piloting tools like Copilot

• Or just starting to explore

You’ll walk away with practical ideas, real-world perspectives, and new connections.

👉 Register here:
https://www.sfhdi.org/events/2026-april-practical-ai