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2026 Conference Programme
SITS 2026 featured Europe's only FREE education programme for ITSM. Browse the 2026 schedule below…
And don't forget that you can also visit the MSP Show with your ticket. See the full conference programme for MSP here.
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Theatre 1 - SITS
How to script at scale so your support staff aren’t bored to tears and you don’t break anything
Repetition of mundane tasks gets really tedious, really quickly, burns a lot of time, and is prone to human error - so it might make sense to script your way to automation. This session with Jon North will equip you with some considerations to bear in mind during the process of developing, testing, deploying, and executing custom scripts at scale. You’ll come away with good ideas to get your code operational, efficient, and into production as quickly as possible, whilst simultaneously accounting for potential security risks. This session applies to service desk, systems administrators, configuration managers, and MSPs.
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Capturing the Real Impact of Change
Organizations often struggle to fully understand the true impact of change. Too often, success is measured only by delivery timelines or budget. This session introduces a set of key dimensions designed to capture both the positive and negative results of change, whether the transformation is delivered iteratively in smaller steps or through a large-scale “big bang” approach.
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Are You Ready for ESM? A Practical Readiness Framework for Enterprise Service Management Success
Many organisations rush into Enterprise Service Management without understanding their true readiness, leading to failed implementations and frustrated stakeholders. This session introduces a practical readiness framework that helps organisations honestly assess their position before embarking on ESM adoption. Drawing on real implementation experiences, we explore the critical success factors that determine whether your organisation can successfully extend service management beyond IT—examining cultural maturity, governance structures, process standardisation, and stakeholder alignment. Attendees will gain actionable insights to identify gaps, build compelling business cases, and avoid the common pitfalls that derail ESM initiatives before they deliver value.
Read More >>Beyond ‘How We’ve Always Done It’: Systemically Transforming the Employee Journey with Hornbill
11:00 - 11:40
Warwickshire County Council will share how a systems thinking approach transformed its Starters, Leavers and Movers (SLaM) process across IT, HR, Facilities, Security and Finance. Replacing 17 disconnected forms with guided and integrated workflows in Hornbill, they cut email traffic by 92%, saved 3,675 hours annually, and strengthened security and employee experience. This session explores how executive sponsorship, cross-department collaboration and a willingness to challenge “we’ve always done it that way” delivered measurable operational and cultural change.
Speakers:
Alex Rutter
Warwickshire County Council
Change Analyst
Emily Johnson
Warwickshire County Council
Senior Project Manager
Pat Bolger
Hornbill
Beyond ‘How We’ve Always Done It’: Systemically Transforming the Employee Journey with Hornbill
Warwickshire County Council will share how a systems thinking approach transformed its Starters, Leavers and Movers (SLaM) process across IT, HR, Facilities, Security and Finance. Replacing 17 disconnected forms with guided and integrated workflows in Hornbill, they cut email traffic by 92%, saved 3,675 hours annually, and strengthened security and employee experience. This session explores how executive sponsorship, cross-department collaboration and a willingness to challenge “we’ve always done it that way” delivered measurable operational and cultural change.
Read More >>Digitally sovereign ITSM in Europe – a reality check!
12:00 - 12:40
Everyone knows ServiceNow, Jira Service Management, Topdesk, or Halo. These are large proprietary ITSM solutions that have their target groups, fans, and proven strengths, but also obvious weaknesses.
On the other hand, there is a growing movement of highly competitive open source ITSM solutions. Who are the relevant players in a European comparison? What are their individual strengths and limitations? For which IT service organizations do they offer serious alternatives to conventional systems, and why? And when is it better to steer clear of them? Sounds exciting? Then join Torsten and Daniel on their open source ITSM deep dive!
Speakers:
Torsten Thau
KIX Service Software
Head of Product Management
Daniel Rejtö
KIX Service Software
Head of Sales & Marketing
Digitally sovereign ITSM in Europe – a reality check!
Everyone knows ServiceNow, Jira Service Management, Topdesk, or Halo. These are large proprietary ITSM solutions that have their target groups, fans, and proven strengths, but also obvious weaknesses. On the other hand, there is a growing movement of highly competitive open source ITSM solutions. Who are the relevant players in a European comparison? What are their individual strengths and limitations? For which IT service organizations do they offer serious alternatives to conventional systems, and why? And when is it better to steer clear of them? Sounds exciting? Then join Torsten and Daniel on their open source ITSM deep dive!
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From AI agents to AI coworkers: How IT will run the AI workforce
AI has moved well beyond chatbots. Autonomous agents can already execute multi-step workflows and they're becoming a persistent part of the organisation, with roles, responsibilities, and accountability. This session explores what it actually means for IT leaders to manage a hybrid human-AI workforce and build towards autonomous operations. We'll unpack the difference between AI agents and AI coworkers and show you what that looks like in practice.
Read More >>McLaren and the Cost of Complexity
10:00 - 10:40
When milliseconds matter: how the McLaren Mastercard Formula 1 Team and leading IT teams
uncomplicate operations to move at the speed of competition.
At 200mph, there's no room for complexity. Every system, every workflow, every decision is optimized for
speed and precision. The McLaren Mastercard Formula 1 Team knows this better than anyone. Managing
one of the world's most demanding competitive environments, they've partnered with Freshworks to help
eliminate tool sprawl, automate critical workflows, and build IT operations that move at the speed the
sport demands.
Freshworks' first-of-its-kind Global Cost of Complexity Report exposes what that costs: 47% of software
ROI lost to fragmentation, employees wasting nearly a full workday weekly managing systems instead of
solving problems, and organizations leaving billions on the table in unrealized productivity.
This keynote draws on lessons from McLaren and other high-performance environments to reveal what
separates high-velocity IT teams from everyone else. You'll walk away with a framework for identifying
where complexity is costing you most, a roadmap for consolidating platforms without sacrificing
capability, and the business case for why simplification isn't about doing less. It's about moving faster
with greater impact.
Speakers:
Bally Bhogal
Freshworks
Lead Solutions Engineer
Musidora Jorgensen
Freshworks
UK & Ireland Country Leader
Jake Bianco
Freshworks
Customer Success Lead
McLaren and the Cost of Complexity
When milliseconds matter: how the McLaren Mastercard Formula 1 Team and leading IT teams uncomplicate operations to move at the speed of competition. At 200mph, there's no room for complexity. Every system, every workflow, every decision is optimized for speed and precision. The McLaren Mastercard Formula 1 Team knows this better than anyone. Managing one of the world's most demanding competitive environments, they've partnered with Freshworks to help eliminate tool sprawl, automate critical workflows, and build IT operations that move at the speed the sport demands. Freshworks' first-of-its-kind Global Cost of Complexity Report exposes what that costs: 47% of software ROI lost to fragmentation, employees wasting nearly a full workday weekly managing systems instead of solving problems, and organizations leaving billions on the table in unrealized productivity. This keynote draws on lessons from McLaren and other high-performance environments to reveal what separates high-velocity IT teams from everyone else. You'll walk away with a framework for identifying where complexity is costing you most, a roadmap for consolidating platforms without sacrificing capability, and the business case for why simplification isn't about doing less. It's about moving faster with greater impact.
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Zero Ticket: Minority Report Pre-Crime Unit in Action
Immerse yourself in the world of the Pre-Crime unit in Minority Report that predicts and prevents crimes before they happen. Only this time, it's Zero Ticket that predicts and resolves IT issues before users even notice. You may have heard of Zero Ticket over 10 years ago as a way to minimise the number of tickets at the Service Desk by Shift Left: making the end users do the work of IT - spotting underperformance and raising tickets. Switched off phone lines and emails, forcing end-users to confusing portals and frustrating chatbots? This added burden has contributed to technology teams being seen as a cost centre, rather than drivers of innovation. In the age of AI-powered advanced monitoring, data analytics & correlation, self-heal, and Human-centred Design, Zero Ticket is undergoing a renaissance. The IT is quickly running out of acceptable excuses. If your end-user has to raise a ticket, you have already failed them. The presentation will enable technology leaders to understand the Zero Ticket vision, how it can be applied to their organisation, what steps need to be taken to achieve it, and how to enable their teams to focus on what truly matters: delivering business value.
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The Joined Up Platform: How Priory Group Unifies DEX, ITSM & Discovery
Priory Group will share how a unified service management approach—spanning DEX, ITSM, Discovery, Workspace and self healing—reduced manual effort, improved secure access, and returned time to frontline care. We’ll dive into automation patterns that work in highly regulated environments, how to use discovery data to eliminate blind spots, and practical ways to connect incident, asset, and experience data into one workflow. We’ll map the “before” and “after” service journey, show where agentic AI can safely augment tasks (without replacing the service desk persona), and quantify the impact on staff experience and patient outcomes.
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Sassy CRIMES
Think AI is neutral? Think again. Sassy CRIMES exposes the invisible crimes lurking in our human-tech world: algorithmic bias, shadow AIs, data misuse, consent evasion, the quiet theft of trust, and the grand larceny of cognitive autonomy. Come learn how to turn these crimes into catalysts—becoming insight, courage, and audacious action. Flip shadows into dance partners, tension into opportunity, and friction into fuel. This session is a redemptive, sassy survival guide for anyone ready to navigate complexity, reclaim agency, and rewrite the human-tech testimony—where every “crime” becomes a doorway to conscious, fearless innovation.
Read More >>AI Meets ITIL: Evidence, Insights and Real-World Impact from Global ITSM Research
13:00 - 13:40
As the organisation responsible for ITIL, PeopleCert continuously analyses global Service Management trends through studies, surveys, and vendor research. Findings from the AI in ITSM Tools report (2025), the ATV programme, and thousands of practitioners provide a uniquely evidence-based view of how AI is reshaping service management.
This session offers an educational and entertaining look at how automated triage, knowledge generation, anomaly detection, virtual agents, intelligent workflows and emerging agentic behaviours are already influencing ITIL practices. Our data shows that the application of service management is changing rapidly.
This research-driven session is not a product pitch. Attendees will gain practical insights into how AI is shaping the next generation of ITIL guidance and what leading organisations are doing differently as they adopt AI at scale.
Speakers:
Markus Bause
PeopleCert
VP Product
AI Meets ITIL: Evidence, Insights and Real-World Impact from Global ITSM Research
As the organisation responsible for ITIL, PeopleCert continuously analyses global Service Management trends through studies, surveys, and vendor research. Findings from the AI in ITSM Tools report (2025), the ATV programme, and thousands of practitioners provide a uniquely evidence-based view of how AI is reshaping service management. This session offers an educational and entertaining look at how automated triage, knowledge generation, anomaly detection, virtual agents, intelligent workflows and emerging agentic behaviours are already influencing ITIL practices. Our data shows that the application of service management is changing rapidly. This research-driven session is not a product pitch. Attendees will gain practical insights into how AI is shaping the next generation of ITIL guidance and what leading organisations are doing differently as they adopt AI at scale.
Read More >>Speakers:
Markus Bause
PeopleCert
VP Product
Unlocking IT Excellence: The power of Unified Service Models & Asset Inventory
10:00 - 10:40
This presentation will walk through the journey of Service Model design, discovery and modelling of data, implementation and construction of a federated CMS.
It focusses on business outcomes and value which many Configuration or Asset management projects find difficult to articulate or fail at. This is a success story in an area where 70-80% of these types of projects fail and this presentation will talk though challenges and mitigation of these across this 3 year piece of work.
Speakers:
Jason Hamer
Vodafone Intelligent Solutions (VOIS)
Head of Service Management Architecture and Governance
Sean Auckland
Vodafone Intelligent Solutions (VOIS)
Head of Operations Design and Reliability Management
Unlocking IT Excellence: The power of Unified Service Models & Asset Inventory
This presentation will walk through the journey of Service Model design, discovery and modelling of data, implementation and construction of a federated CMS. It focusses on business outcomes and value which many Configuration or Asset management projects find difficult to articulate or fail at. This is a success story in an area where 70-80% of these types of projects fail and this presentation will talk though challenges and mitigation of these across this 3 year piece of work.
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Humanising AI: Experience Debt meets AI
Have you ever stopped to think about the experience debt we’ve built into IT service management? Every touchpoint, every interaction, every “standard step” was designed with IT in mind — not the humans who actually experience it. Over years, this debt has quietly shaped user behaviour, frustration, and expectations. Now AI is arriving, and it will meet every bit of that experience debt we’ve accumulated. In this session, Katrina reveals how unexamined processes and inherited habits become AI’s biggest blind spots — and why redesigning human experience is essential before automating anything. Because if we don’t fix the debt, AI will simply scale it.
Read More >>Theatre 2 - SITS
Managing AI Risk and Uncertainty in Service Delivery
AI represents an incredible opportunity to optimize work and enhance services through the capabilities, speed and automation in enhances in the development, and improvement of the work we perform in IT. It also represents a very different level of risk and uncertainty, based on how it's used, the uneven ethics inlaid in its' development, and the non-linear way that it works. Managing and addressing these risks requires a very different approach than we are accustomed to in the Governance and delivery of services. This session will help frame the changes to governance and management of services, and how to address uncertainty and risk in the use of AI so you are better prepared for the changes due to emerging technologies and unknowable uncertainties.
Read More >>No Longer Science Fiction: Putting AI to Work for SMB Service Desks Today
11:00 - 11:40
Cut through the hype and discover how SMBs and MSP service desks can harness practical AI solutions that make a difference. This session shares actionable strategies for integrating AI into your IT support operations—improving efficiency, enhancing user experience, and driving measurable business outcomes. Learn how resource constraints and organisational complexity impact AI strategies, ensuring recommendations are simple to execute for leaner teams. With a focus on the unique needs of SMBs, you’ll leave with a blueprint for low-risk adoption, proven use cases, pitfalls to avoid, and an understanding of how to identify the AI opportunities that will matter most.
Speakers:
Jenny Hock
GoTo
VP, Product Management
Csaba Járomi
GoTo
Senior Director, Solutions Consulting, EMEA
No Longer Science Fiction: Putting AI to Work for SMB Service Desks Today
Cut through the hype and discover how SMBs and MSP service desks can harness practical AI solutions that make a difference. This session shares actionable strategies for integrating AI into your IT support operations—improving efficiency, enhancing user experience, and driving measurable business outcomes. Learn how resource constraints and organisational complexity impact AI strategies, ensuring recommendations are simple to execute for leaner teams. With a focus on the unique needs of SMBs, you’ll leave with a blueprint for low-risk adoption, proven use cases, pitfalls to avoid, and an understanding of how to identify the AI opportunities that will matter most.
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Service Excellence – not a given
In today's IT landscape, service excellence requires more than just fixing issues quickly. The presentation includes a comprehensive overview and discussion of how a partner approach between supplier and customer can lead to service excellence for the entire IT services organisation. The audience will leave with actionable insights on moving beyond transactional support to create lasting service excellence.
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You’re not managing SaaS-SaaS is managing you
The CIOs playbook for mastering Agentic AI, governance, and digital control. We will explore how organizations struggle with Ai , Finops and SaaS and the challenges of AI credits and hidden costs
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Increase Revenue and Efficiency with Asset Intelligence: How Total Visibility can lead to business transformation
MSPs must scale efficiently to protect margins, yet fragmented visibility across customer environments continues to increase revenue streams, operational risk, and unnecessary manual effort. This session shows how Lansweeper’s asset intelligence equips MSPs with accurate, automated data to transform operations—streamlining onboarding, aligning billing to actual usage, strengthening SLAs with reliable inventory insights, enabling proactive service, and delivering audit‑ready reporting for QBRs. A practical example will demonstrate how total visibility inside ITSM workflows eliminates ticket back‑and‑forth, speeds resolution, and directly improves SLA performance and customer retention.
Read More >>Transforming Service Delivery at the University of Cambridge: A people-first journey empowered by process and platform
10:00 - 10:40
Discover how the University of Cambridge reimagined IT service delivery across a complex, federated environment. Learn how a people-first approach, empowered by process excellence and a modern ITSM platform, improved data visibility and reporting while enabling teams to take ownership. We’ll share practical lessons, honest reflections, and how working with the right partner is helping us plan the next steps in our transformation journey.
Speakers:
Richard Kruller
University of Cambridge
Service Desk Manager
Jon Holgate
The University of Cambridge
Head of Infrastructure
Abdelbagi Ali
HaloITSM
Enterprise Solution Architect
Transforming Service Delivery at the University of Cambridge: A people-first journey empowered by process and platform
Discover how the University of Cambridge reimagined IT service delivery across a complex, federated environment. Learn how a people-first approach, empowered by process excellence and a modern ITSM platform, improved data visibility and reporting while enabling teams to take ownership. We’ll share practical lessons, honest reflections, and how working with the right partner is helping us plan the next steps in our transformation journey.
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How to Be Good: Leadership with Human and Artificial Intelligence
AI won’t replace humans, but it will redefine how we work. For managers, it offers new ways to lead more effectively—while also creating the risk of trusting an overly confident, sometimes misleading “digital adviser.” This keynote shows how to combine proven management tools with AI’s new capabilities while minimizing risk. It also highlights what the emerging AI-driven workplace means for employees and which behaviors, skills, and practices help teams and organizations gain real value from AI.
Read More >>From Legacy to Agentic AI with Servicely: Kuoni Tumlare’s Global Service Desk
15:00 - 15:40
This session explores how Kuoni Tumlare, a global destination management company operating across Europe, Asia, the UK, and North America, rapidly migrated its Service Desk to the Servicely AI platform. The transformation focused on building strong foundations and growing maturity with Agentic AI, enabling autonomous ticket triage, proactive problem resolution, workflow optimisation, and SLA enforcement. A streamlined eBonding setup integrated with their global suppliers of Managed Services. Attendees will take away practical lessons on leveraging Agentic AI to deliver faster, more consistent, and higher-quality global ITSM operations.
Speakers:
Nick Loader
Kuoni Tumlare
Head of IT Infrastructure & Service Delivery
Petr Behavka
4BREEZE
Principal Consultant & Founder
From Legacy to Agentic AI with Servicely: Kuoni Tumlare’s Global Service Desk
This session explores how Kuoni Tumlare, a global destination management company operating across Europe, Asia, the UK, and North America, rapidly migrated its Service Desk to the Servicely AI platform. The transformation focused on building strong foundations and growing maturity with Agentic AI, enabling autonomous ticket triage, proactive problem resolution, workflow optimisation, and SLA enforcement. A streamlined eBonding setup integrated with their global suppliers of Managed Services. Attendees will take away practical lessons on leveraging Agentic AI to deliver faster, more consistent, and higher-quality global ITSM operations.
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Turning experience into action: Common improvement areas as told by millions of people!
What if your next ITSM improvement wasn’t based on assumptions, but on the lived experience of millions of employees? In this session, we’ll reveal the three most common friction points across global IT organizations, drawn from millions of experience data points. You’ll see where service desks consistently lose productivity and satisfaction, and how leading brands have turned those insights into measurable wins. We’ll go beyond theory with real-world examples from enterprise customers who used experience data to: 1. Understand where and why your users are frustrated 2. Reduce ticket reassignments and speed up resolution 3. Recognize automation opportunities and let humans handle those tasks that actually need human touch Expect practical guidance, proven frameworks, and actionable steps you can take immediately: whether you’re chasing XLAs, improving DEX, or simply trying to make ITSM work better for humans. Walk away with a clear playbook for prioritizing improvements that matter most.
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Designing Services That People Love: Bringing Service Design & Responsible AI into ITSM for Better CX & EX
Many organisations still design IT services around processes and technology rather than the people who rely on them, creating friction, disengagement, and a perception that ITSM is a cost centre. This session explores how service design thinking and responsible AI can reshape IT value by focusing on human experience, not efficiency alone. Attendees will learn practical methods, personas, journey mapping, co‑creation, and experience‑based metrics, while understanding how to mitigate risks such as opaque automation and inappropriate data use. Participants will leave with actionable tools to improve CX, EX, and IT value through human‑centred, responsibly enabled service design.
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Implementation Without Drama: A Practical Guide for ITSM Teams
Rolling out a new tool shouldn’t feel like a high‑wire act. We’ll share a proven approach to reduce risk and stress: readiness sprints, stakeholder mapping, and success metrics that matter. Expect actionable checklists and real‑world examples that help you launch confidently and keep momentum long after go‑live.
Read More >>Modernising Service at Scale: Travis Perkins’ Journey from Freshservice and extending services beyond IT
10:00 - 10:40
Travis Perkins has transformed its service delivery by moving from a heavily customised legacy ITSM environment to Freshservice, improving visibility, fulfilment and employee experience. This session will explore their journey, including extending IT service management into HR and other business functions and adopting Freddy AI Copilot to support resolver teams at scale. Attendees will gain practical insight into lessons learned, challenges overcome, and the strategies that can be applied in other organisations.
Speakers:
Matt Bramley
Freshworks
Lead Solutions Engineer
Brett Jackson
Travis Perkins
Head of IT Service Operations
Luke Hyde
Freshworks
Strategic Account Executive
Nick Miley
Travis Perkins
Service and Operations Manager
Modernising Service at Scale: Travis Perkins’ Journey from Freshservice and extending services beyond IT
Travis Perkins has transformed its service delivery by moving from a heavily customised legacy ITSM environment to Freshservice, improving visibility, fulfilment and employee experience. This session will explore their journey, including extending IT service management into HR and other business functions and adopting Freddy AI Copilot to support resolver teams at scale. Attendees will gain practical insight into lessons learned, challenges overcome, and the strategies that can be applied in other organisations.
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The New IT Agent: Why David Lloyd Leisure is Building, Not Hiring, Their Way to Autonomous ITSM Excellence.
The future of ITSM is agentic: autonomous operators that reason, adapt, and take proactive action, not just make suggestions. In this co-hosted session, David Lloyd Leisure, a leading wellbeing, sport, and leisure group, joins SysAid CEO Avi Kedmi to share their journey of adopting SysAid Copilot and AI Agent Builder. Attendees will learn how David Lloyd leveraged no-code conversational building to quickly deploy specialized AI Agents that automate repetitive tasks, from ticket resolution to asset management. This blueprint will showcase how IT teams can unlock AI-driven efficiency , transform scaling, and free up agents to focus on strategic, high-value work , transitioning from manual bottlenecks to truly autonomous IT operations.
Read More >>Theatre 3 - SITS
The Rise of Autonomous IT: Productivity Without Limits
10:00 - 10:40
Autonomous IT is transforming how enterprises operate by shifting IT from reactive support to proactive, AI-driven productivity. As digital complexity grows, AI agents that can learn, reason, and act autonomously help prevent outages, resolve issues instantly, and free IT teams from high-volume manual work. This session explores how autonomous IT augments—not replaces—people, enabling teams to focus on innovation and strategic priorities. Powered by the unified ServiceNow AI Platform, organisations can coordinate AI agents across ITSM, ITOM, security, and asset management to eliminate blockers, boost resilience, and unlock enterprise-wide productivity at scale.
Speakers:
Dale Cheeseman
ServiceNow
EMEA Director AI & Data Architects
Alison Callaway
ServiceNow
Data Solution Architect
The Rise of Autonomous IT: Productivity Without Limits
Autonomous IT is transforming how enterprises operate by shifting IT from reactive support to proactive, AI-driven productivity. As digital complexity grows, AI agents that can learn, reason, and act autonomously help prevent outages, resolve issues instantly, and free IT teams from high-volume manual work. This session explores how autonomous IT augments—not replaces—people, enabling teams to focus on innovation and strategic priorities. Powered by the unified ServiceNow AI Platform, organisations can coordinate AI agents across ITSM, ITOM, security, and asset management to eliminate blockers, boost resilience, and unlock enterprise-wide productivity at scale.
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Accelerate your digital transformation From Legacy Systems to Legendary Speed
Many organisations struggle to move quickly because legacy platforms, siloed initiatives, and fragmented governance make it hard to see what’s really happening across their portfolios. This session explores how combining Lean Portfolio Management with AI can change that. By treating portfolio management as the control system and AI as the sensing and optimisation layer, leaders can build a practical digital model of their enterprise. Attendees will learn how this improves visibility of dependencies, supports better decision-making, and enables continuous rebalancing toward outcomes—resulting in faster, more predictable delivery and clearer alignment to value-stream OKRs and customer measures like NPS.
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A 7-step roadmap for practical AI adoption in ITSM
One of the key differences between effective AI and failed AI in ITSM is preparation. From data quality and process maturity to model choice and governance, successful AI adoption depends more on preparation than technology alone. But, for many service desk teams, the challenge is knowing where to start with AI adoption without disrupting established ITSM practices. To address this, we'll discuss a 7-step roadmap that helps IT teams build a strong foundation for AI adoption. It covers establishing reliable datasets, identifying workflow bottlenecks, and implementing the right guardrails. We will also examine a scenario to explore how structured AI adoption can translate into tangible outcomes.
Read More >>A Blueprint for Moving from Ticket-Centric to Autonomous Operations
13:00 - 13:40
For years, the IT service desk has been structured around the ticket. Incidents, requests, and alerts all flow into queues, where analysts triage, route, diagnose, and resolve. But as environments become more complex and user expectations rise, ticket-centric operations are reaching a breaking point.
It’s time to flip the model.
Most AI and automation tools on the market today focus on speeding up ticket handling, but still assume the ticket is the core unit of work. In this session, we’ll explore how putting AI and automations in front of legacy ticketing tools are reshaping the future of IT. Rather than starting with a ticket, modern IT operations start with AI-driven detection, reasoning, and action and escalate into a traditional manual workflow only when human judgment is truly required.
If your team is overwhelmed with alerts, stretched thin by repetitive tasks, or struggling to meet user expectations, this session will give you a realistic, tactical look at how to build an automation-first foundation and make tickets the exception rather than the rule.
Speakers:
Ari Stowe
Resolve
COO
A Blueprint for Moving from Ticket-Centric to Autonomous Operations
For years, the IT service desk has been structured around the ticket. Incidents, requests, and alerts all flow into queues, where analysts triage, route, diagnose, and resolve. But as environments become more complex and user expectations rise, ticket-centric operations are reaching a breaking point. It’s time to flip the model. Most AI and automation tools on the market today focus on speeding up ticket handling, but still assume the ticket is the core unit of work. In this session, we’ll explore how putting AI and automations in front of legacy ticketing tools are reshaping the future of IT. Rather than starting with a ticket, modern IT operations start with AI-driven detection, reasoning, and action and escalate into a traditional manual workflow only when human judgment is truly required. If your team is overwhelmed with alerts, stretched thin by repetitive tasks, or struggling to meet user expectations, this session will give you a realistic, tactical look at how to build an automation-first foundation and make tickets the exception rather than the rule.
Read More >>Speakers:
Ari Stowe
Resolve
COO
Why the Industry That Manages Change Can’t Handle It
ITSM was built to help organisations manage change, yet the uncomfortable truth is that ITSM itself resists it. For years we’ve hidden behind frameworks, certifications, and “best practice,” while the world around us moved on. AI is rewriting operations, design thinking is redefining customer experience, and flow has replaced process as the true measure of value. This session challenges the industry’s self-preserving habits and exposes the illusion of progress that keeps ITSM trapped in its past. Mark Boyer will explore what it really takes to build intelligent, adaptive service organisations that design for people, build for flow, and learn at speed. Because if ITSM can’t change itself, it has no right to lead change for anyone else.
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The Intelligence Revolution: How Agentic AI is Rewriting IT Operations
The Intelligence Revolution isn’t about replacing humans, it’s about empowering them with autonomous, agentic intelligence. This session explores how AI augments IT teams by handling repetitive tasks, predicting outcomes, and providing actionable insights, while humans bring judgment, creativity, and strategic oversight. Together, they create a symbiotic model that transforms IT operations from reactive to predictive, enabling faster resolutions, self-healing systems, better user experiences, and smarter decision-making. Attendees will learn how to harness this partnership to drive efficiency without losing the human touch.
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SESSION CANCELLED – Choosing the wrong partner, and correcting course
It’s a lot easier to replicate people’s mistakes than successes, so here are some mistakes and challenges I made and how I overcame them. Even with 20+ years in ITSM, and 16 of those being a supplier of consulting services including around ServiceNow and other legacy platform implementations, I still found myself having a challenging implementation with my chosen partner. It was not all doom and gloom, but there was a disconnect between my expectations, and what was being delivered, and that’s a responsibility I had to own.
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Service Desk 2.0 – Driving XLAs with Gen AI
The traditional measurement criteria to evaluate Service Desk success – like response time or ticket closure are dated. While it is useful, but it can be manipulative and doesn’t reflect true “user experience”. Service Desk 2.0 is about re‑engineering support so the focus shifts from speed alone to the quality of the interaction, delivered through both AI and humans. Generative AI is a powerful enabler. It can automate routine tasks, provide context‑aware answers, and even detect user sentiment in real time. This allows IT teams to move from reactive firefighting to proactive engagement, ensuring internal employees and clients feel supported rather than simply “processed.” ITSM platforms are embedding Gen AI for conversational support and sentiment analysis. Cisco Contact Center integrates voice and chat AI assistants, Moveworks delivers autonomous resolution of Tier 1 problems — this is just the beginning. The breakthrough lies in tracking new measures: effort required, confidence in resolution, and time to relief — alongside traditional metrics. Yet AI cannot replace the empathy and judgment of a human, so this evolution must go hand‑in‑hand with human intelligence and care. Let’s champion this thought and lead an experience‑driven future for IT support that resolves issues faster, with quality and also builds trust.
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Automate Your Way to CMDB: From Static Records to Living Ecosystems
The CMDB is critical for ITIL-based service management, yet often fails due to manual upkeep and outdated data. This session explores how automation can transform the CMDB into a dynamic, self-sustaining ecosystem. We’ll cover theoretical models for automated discovery, additions or updates, and enrichment, ensuring real-time accuracy and compliance. Learn how governance and ITIL principles adapt when machines maintain configuration data, and why this shift is essential for resilience and continual improvement in modern service management.
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Teach Your Workflows to Think (So You Don’t Have To).
If your IT service management automation still depends on hard-coded rules and rigid workflows —you’re working way harder than you need to. In this session, we’ll show you how AI is flipping traditional service automation on its head, making workflows more adaptive, less brittle, and surprisingly human-friendly. You’ll see how you can use agentic AI to dynamically guide decisions, accelerate fulfilment, and eliminate the overhead of constant rule-tweaking. We’ll explore how customers are cutting ticket volumes, speeding up resolutions, and delivering faster self-service—without scripting everything in advance or hiring a team of botsmiths. Whether you're just starting to automate or looking to level-up legacy logic, this session will help you rethink what’s possible when your workflows are smart enough to think for themselves.
Read More >>iPaaS or iPlay – The Do’s and Don’ts of Integrated Systems and Processes
12:00 - 12:40
We no longer live in a world of just ITSM, we're now expected to integrate other business units as well as other systems and processes.
This session dives into the challenges we can encounter in doing this, how the industry seems to be approaching it (the good and bad of the vendor’s approach), and what longer term considerations we need to be aware of.
Ranging from simple business unit interactions through APIs, workflow automations and third-party integration platforms, this session is essential when considering what and how to integrate and what this means down the line.
Speakers:
Mark McGinn
MarXtar
Managing Director
iPaaS or iPlay – The Do’s and Don’ts of Integrated Systems and Processes
We no longer live in a world of just ITSM, we're now expected to integrate other business units as well as other systems and processes. This session dives into the challenges we can encounter in doing this, how the industry seems to be approaching it (the good and bad of the vendor’s approach), and what longer term considerations we need to be aware of. Ranging from simple business unit interactions through APIs, workflow automations and third-party integration platforms, this session is essential when considering what and how to integrate and what this means down the line.
Read More >>Speakers:
Mark McGinn
MarXtar
Managing Director
Reinventing Employee Experience with Humans and AI Agents, Together
11:00 - 11:40
Join us for an insightful exploration of how AI agents are transforming the modern workplace. Discover how leading organisations are powering faster, smarter support and better employee experiences, where humans and AI agents collaborate as true teammates. We'll examine real-world case studies showcasing how companies are redesigning workflows, reskilling talent, and creating augmented employee experiences that boost productivity while preserving human judgment and connection.
Speakers:
Bola Rabiu
Salesforce
Senior, Specialist Solution Engineer
Mehdi Said
Salesforce
RVP Agentforce IT Service
Reinventing Employee Experience with Humans and AI Agents, Together
Join us for an insightful exploration of how AI agents are transforming the modern workplace. Discover how leading organisations are powering faster, smarter support and better employee experiences, where humans and AI agents collaborate as true teammates. We'll examine real-world case studies showcasing how companies are redesigning workflows, reskilling talent, and creating augmented employee experiences that boost productivity while preserving human judgment and connection.
Read More >>Case Study: How a UK Retail Giant Solved SIAM Integration Challenges in a Multi-Vendor Environment
10:00 - 10:40
In a complex, multivendor environment, a leading UK retailer needed to automate integrations between its IT service management (ITSM) platform and multiple internal business functions while progressing toward a Service Integration and Management (SIAM) operating model. This customer story shows how integrations were delivered as a fully managed service, enabling end-to-end automation across a wide ecosystem of vendors, including platform providers, wide area network (WAN) providers, and global communication network (GCN) providers. You’ll learn what changed operationally, how reliability and security were handled, and which choices improved resilience and scalability without increasing in-house integration workload. Guest speaker: to be confirmed.
Speakers:
Petra Heine-Brach
PETE Technologies GmbH
Managing Partner
Juha Berghäll
ONEiO
CEO & Co-Founder
Case Study: How a UK Retail Giant Solved SIAM Integration Challenges in a Multi-Vendor Environment
In a complex, multivendor environment, a leading UK retailer needed to automate integrations between its IT service management (ITSM) platform and multiple internal business functions while progressing toward a Service Integration and Management (SIAM) operating model. This customer story shows how integrations were delivered as a fully managed service, enabling end-to-end automation across a wide ecosystem of vendors, including platform providers, wide area network (WAN) providers, and global communication network (GCN) providers. You’ll learn what changed operationally, how reliability and security were handled, and which choices improved resilience and scalability without increasing in-house integration workload. Guest speaker: to be confirmed.
Read More >>Keynote Theatre - SITS & MSP
Changing boardroom dynamics without body armour
Even the most capable and compassionate leaders can find themselves drawn into cycles of drama, tension, and emotional fatigue that quietly drain confidence and trust. In this grounded and practical session, Dr Lizzy Bernthal invites you to step above these patterns and reconnect with a calm, confident leadership presence. Drawing on real-world experience and evidence-based resilience strategies, you’ll learn how to recognise unhelpful dynamics, handle challenging personalities with clarity and compassion, and protect your energy under pressure. You’ll leave equipped to create a connected, values-led culture where you — and those around you — can truly flourish, at work and at home.
Read More >>
High Functioning Burnout: The Hidden Crisis Destroying Your Best People
Burnout is common in the IT channel, but the version we rarely acknowledge is high functioning burnout. This is the hidden form that affects top performers across both MSPs and vendors; the reliable closers, fixers, and high achievers who look steady while quietly running on fumes. Their performance hides exhaustion until they suddenly disengage or walk away. This session explores why high functioning burnout is so prevalent, how it is often confused with high functioning depression, and why our culture unintentionally rewards it. Through personal experience and practical frameworks, attendees learn to recognize and address the burnout no one sees.
Read More >>Stop telling people to be more resilient
16:00 - 16:40
We’ve overused resilience to the point it’s unhelpful, even harmful. This keynote challenges the default response: “be more resilient.” Instead, we need a dual approach — fix the workplace and let people be more human. By redesigning systems and expectations, we reduce unnecessary pressure, and by giving people permission to release stress rather than hold it in, we help them truly thrive. Learn how to build resilience through release, create environments where people flourish, and shift from surviving pressure to designing workplaces that actually work.
Speakers:
Becky Ray
Culture Kick Ltd
CEO
Stop telling people to be more resilient
We’ve overused resilience to the point it’s unhelpful, even harmful. This keynote challenges the default response: “be more resilient.” Instead, we need a dual approach — fix the workplace and let people be more human. By redesigning systems and expectations, we reduce unnecessary pressure, and by giving people permission to release stress rather than hold it in, we help them truly thrive. Learn how to build resilience through release, create environments where people flourish, and shift from surviving pressure to designing workplaces that actually work.
Read More >>Speakers:
Becky Ray
Culture Kick Ltd
CEO
The Story You Tell or The Story People Feel? Rethinking Employer Brand
10:00 - 10:40
Employer brand is no longer about attraction. It is about alignment. Organisations often say one thing in their careers content while people experience something very different inside the culture. Employees surface this gap publicly. Candidates quietly withdraw. Leaders realise too late.
Inclusion is the foundation of credibility.
This practical talk explores how inclusion shapes trust, reputation and employer brand. We examine the biggest disconnects damaging trust, how marketing fails without diverse perspectives, and what people actually want from employer communication. You will leave with clear, practical steps to align culture, communication and lived experience so the story you tell matches the story people feel.
Speakers:
Mo Kanjilal
Edge Of Difference and Midnight
Founder & Director
Flo Powell
Midnight
Joint MD
The Story You Tell or The Story People Feel? Rethinking Employer Brand
Employer brand is no longer about attraction. It is about alignment. Organisations often say one thing in their careers content while people experience something very different inside the culture. Employees surface this gap publicly. Candidates quietly withdraw. Leaders realise too late. Inclusion is the foundation of credibility. This practical talk explores how inclusion shapes trust, reputation and employer brand. We examine the biggest disconnects damaging trust, how marketing fails without diverse perspectives, and what people actually want from employer communication. You will leave with clear, practical steps to align culture, communication and lived experience so the story you tell matches the story people feel.
Read More >>
The Leadership Habits That Reduce Team Burnout (in IT Service Management)
This session gives leaders a practical framework to lead with intention in reactive environments. Attendees will understand why traditional approaches to managing pressure create the burnout cycle, and gain specific habits that shift their leadership from survival mode to intentional operation. The presentation addresses the real challenge of maintaining team performance when the work never stops, without relying on outdated advice about resilience or working smarter. You'll walk away with an approach you can implement immediately to reduce overwhelm for yourself and your team, improve retention, and lead in a way that protects both performance and what matters most.
Read More >>Neurodiverse perspectives belong in the workplace
11:00 - 11:40
With around 20% of people estimated to be neurodivergent, we aim to elevate neurodiverse perspectives by embedding inclusive practices that strengthen and sustain teams. This isn’t about ticking a box; it’s about unlocking untapped talent, boosting performance, and shaping a more resilient, innovative, future-ready workforce for long-term success.
Speakers:
Louise Clark
Aviva
Knowledge Management and Service Desk Lead
Cameron Clarke
Aviva
It Service Desk Analyst
Neurodiverse perspectives belong in the workplace
With around 20% of people estimated to be neurodivergent, we aim to elevate neurodiverse perspectives by embedding inclusive practices that strengthen and sustain teams. This isn’t about ticking a box; it’s about unlocking untapped talent, boosting performance, and shaping a more resilient, innovative, future-ready workforce for long-term success.
Read More >>Beyond the Chatbot: Building AI-Powered Workflows Across the Microsoft Stack
13:00 - 13:40
Most organisations are still treating Copilot as a chat interface bolted onto Microsoft 365. That's the smallest version of what it can be.
This session is about reframing the question. Not "how do I use Copilot?" but "where in my business could an AI agent be doing the work instead?" When you start connecting Copilot to the Power Platform, you're not just adding a feature, you're opening up a different way of thinking about how operational work gets done, and who, or what, does it.
What you will leave with is a set of ideas you can take back into your own environment and start asking different questions. Some will be quick wins. Some will need more groundwork. But the goal is to shift how you're thinking about where AI fits in your stack, beyond the chatbot, and into the work itself.
Speakers:
Ben lee
N-able
Head Nerd
Beyond the Chatbot: Building AI-Powered Workflows Across the Microsoft Stack
Most organisations are still treating Copilot as a chat interface bolted onto Microsoft 365. That's the smallest version of what it can be. This session is about reframing the question. Not "how do I use Copilot?" but "where in my business could an AI agent be doing the work instead?" When you start connecting Copilot to the Power Platform, you're not just adding a feature, you're opening up a different way of thinking about how operational work gets done, and who, or what, does it. What you will leave with is a set of ideas you can take back into your own environment and start asking different questions. Some will be quick wins. Some will need more groundwork. But the goal is to shift how you're thinking about where AI fits in your stack, beyond the chatbot, and into the work itself.
Read More >>Speakers:
Ben lee
N-able
Head Nerd
Enterprise Digital, the Keynote. The ITSM industry navigator’s guide.
12:00 - 12:40
Industry insights. Past, present and future. Big topics, future gazing and staying grounded.
Join Barclay Rae and Ian Aitchison, hosts of the Enterprise Digital Podcast, on stage and in person, as they celebrate five years of industry insight. We'll look back at the highlights of recent years, what to pay attention to today, and where the wider service management industry might be heading.
Wide-ranging, expect: AI, ITIL (version 5), human management and business culture, innovations in digital products, services and experiences. All in the context of delivering great human experiences and business value.
Plus some trivia highlights mixed in for good measure.
Get involved! We'll be recording interviews throughout the show in a dedicated area. If you're a visitor or guest with a point of view and an interest in the value of Service in all its dimensions, come and share your thoughts with the team. What you contribute will help shape future podcast episodes and feed into our keynote on day two.
Speakers:
Barclay Rae
Barclay Rae Consulting
Associate Consultant and Auditor
Ian Aitchison
Barclay Rae Consulting
Strategic Advisor
Enterprise Digital, the Keynote. The ITSM industry navigator’s guide.
Industry insights. Past, present and future. Big topics, future gazing and staying grounded. Join Barclay Rae and Ian Aitchison, hosts of the Enterprise Digital Podcast, on stage and in person, as they celebrate five years of industry insight. We'll look back at the highlights of recent years, what to pay attention to today, and where the wider service management industry might be heading. Wide-ranging, expect: AI, ITIL (version 5), human management and business culture, innovations in digital products, services and experiences. All in the context of delivering great human experiences and business value. Plus some trivia highlights mixed in for good measure. Get involved! We'll be recording interviews throughout the show in a dedicated area. If you're a visitor or guest with a point of view and an interest in the value of Service in all its dimensions, come and share your thoughts with the team. What you contribute will help shape future podcast episodes and feed into our keynote on day two.
Read More >>
Harnessing Healthy Conflict: Driving Innovation in Service Management
When ideas collide, innovation sparks. Learn how to transform friction into breakthrough solutions. Innovation rarely emerges from consensus alone - it thrives in the tension between differing perspectives. In today’s rapidly evolving service management landscape, where AI, automation, and experience-driven strategies dominate, organizations must learn to embrace constructive conflict as a catalyst for progress. This session explores how friction between teams, priorities, and ideas can lead to breakthrough solutions when managed effectively. We’ll examine practical frameworks for navigating conflict without derailing collaboration, drawing on real-world examples from enterprise service management (ESM) initiatives.
Read More >>Pay Transparency & Fair Pay: What It Means for Your Organisation
10:00 - 10:40
Pay transparency is rapidly shaping the future of work, driven by shifting employee expectations, competitive labour markets, and, for those in the EU, the upcoming EU Pay Transparency Directive. But what does transparency actually look like in practice, and how can employers navigate it with confidence? In this fireside chat, Amanda Stewart from Illuminate talks to Vicky Peakman from Fair Pay Partners. They will break down the myths, challenges, and opportunities of pay transparency. You’ll get practical, real-world insights you can put into action straight away. Expect an open, interactive conversation with plenty of time for Q&A.
Speakers:
Amanda Stewart
Illuminate
Founder and Director
Vicky Peakman
Fair Pay Partners
Founder and Director
Pay Transparency & Fair Pay: What It Means for Your Organisation
Pay transparency is rapidly shaping the future of work, driven by shifting employee expectations, competitive labour markets, and, for those in the EU, the upcoming EU Pay Transparency Directive. But what does transparency actually look like in practice, and how can employers navigate it with confidence? In this fireside chat, Amanda Stewart from Illuminate talks to Vicky Peakman from Fair Pay Partners. They will break down the myths, challenges, and opportunities of pay transparency. You’ll get practical, real-world insights you can put into action straight away. Expect an open, interactive conversation with plenty of time for Q&A.
Read More >>Real World Resilience for Service Desk Teams
14:00 - 14:40
Working in IT service and support means operating in constant demand: high volumes, high expectations and little room to pause. This fast-paced, practical session explores how stress, pressure and burnout really show up in service desk and IT support teams – and how to build resilience that works in the real world, not just on paper. Blending lived experience, humour and relatable insight, Nick shares simple tools to help teams stay well, communicate clearly and perform under pressure. Attendees will leave with strategies they can use immediately to support themselves, their colleagues and the wider business.
Speakers:
Nick Elston
Forging People
Founder
Real World Resilience for Service Desk Teams
Working in IT service and support means operating in constant demand: high volumes, high expectations and little room to pause. This fast-paced, practical session explores how stress, pressure and burnout really show up in service desk and IT support teams – and how to build resilience that works in the real world, not just on paper. Blending lived experience, humour and relatable insight, Nick shares simple tools to help teams stay well, communicate clearly and perform under pressure. Attendees will leave with strategies they can use immediately to support themselves, their colleagues and the wider business.
Read More >>Speakers:
Nick Elston
Forging People
Founder
ITSMF, a global discussion
ITSM anywhere ? Whether it's a multi-national working across the globe or smaller organisations working locally, ITSM is relevant across the world. itSMF has been joining up IT Service Management professionals across the world for over 30 years. What does this look like today? Clare, Paula, and Richard, Board members of itSMF International, bring stories from around the world.
Read More >>
Saved by Seconds – The Decisions That Make or Break an MSP During a Client Breach
When a client suffers a cyber breach, the difference between control and chaos is measured in seconds. Most MSP failures in these moments are not technical, but leadership failures, hesitation, unclear roles, poor communication and decision paralysis. Drawing on both frontline investigative experience and a life defining moment surviving the 2004 Asian tsunami, where rapid assessment and decisive action meant survival, this talk shows how the same crisis leadership behaviours determine outcomes in cyber incidents. Attendees will learn how to build a decision ready MSP, cut through panic and lead clients with clarity when every second counts.
Read More >>Theatre 4 - MSP Show
Sales Mastery for MSPs
According to industry data, acquiring new customers is the second biggest challenge for MSPs. This interactive session is based on decades of industry experience and is designed to provide you with practical insights to help you sell more. In this presentation you will learn practical strategies to sharpen your sales process from consultative selling techniques that build trust to proven tactics for generating leads and shortening long sales cycles. Crucially, you will discover how to grow revenue from existing clients by leveraging upsell and cross-sell opportunities and turning your customer base into a growth engine. Tailored for MSP owners, you will walk away with an actionable plan to win new business and expand existing accounts.
Read More >>PUMPKIN PLAN YOUR MSP – Simple Steps for transformational Growth!
10:00 - 10:40
Shawn Walsh author of “The Pumpkin Plan for Managed Services Providers” will share how he took his MSP's from struggling start up to multi-million dollar acquisitions.
Shawn will share the roadblocks that many face while growing their businesses, and strategies to over come them and continue forward.
Our goal is for MSP's to not feel trapped by their businesses, but liberated, and in a position to go out into their communities and give back.
Your MSP can give you the life of your dreams.
Fledgling entrepreneurs start MSPs because they seek prosperity and control of their own destiny, but after a while some feel enslaved to the business and regularly stressed out. They struggle with growth, profitability and quality of life. It feels like they are on a hamster wheel.
The Pumpkin Plan reveals a path to freedom for MSP leaders that anyone can follow.
You can run your MSP with confidence and positive momentum, achieving the kind of success that empowers you to own your time, enjoy the good life, and be a blessing to those you care about most!
You will learn:
• The difference between self-employment and building a business
• Which services to sell, and who to sell them to (and who not to)
• How to build and manage a great team
• Keys to positioning your MSP for viral sales
• How to build lasting value in your MSP and position it for a successful exit
Speakers:
Shawn P. Walsh
Encore Strategic
CEO
PUMPKIN PLAN YOUR MSP – Simple Steps for transformational Growth!
Shawn Walsh author of “The Pumpkin Plan for Managed Services Providers” will share how he took his MSP's from struggling start up to multi-million dollar acquisitions. Shawn will share the roadblocks that many face while growing their businesses, and strategies to over come them and continue forward. Our goal is for MSP's to not feel trapped by their businesses, but liberated, and in a position to go out into their communities and give back. Your MSP can give you the life of your dreams. Fledgling entrepreneurs start MSPs because they seek prosperity and control of their own destiny, but after a while some feel enslaved to the business and regularly stressed out. They struggle with growth, profitability and quality of life. It feels like they are on a hamster wheel. The Pumpkin Plan reveals a path to freedom for MSP leaders that anyone can follow. You can run your MSP with confidence and positive momentum, achieving the kind of success that empowers you to own your time, enjoy the good life, and be a blessing to those you care about most! You will learn: • The difference between self-employment and building a business • Which services to sell, and who to sell them to (and who not to) • How to build and manage a great team • Keys to positioning your MSP for viral sales • How to build lasting value in your MSP and position it for a successful exit
Read More >>Speakers:
Shawn P. Walsh
Encore Strategic
CEO
AI Services Unboxed: How MSPs Can Productise, Scale, and Win
AI isn’t just a buzzword. It is a business model. This session shows MSPs how to turn AI expertise into scalable, repeatable services that drive real growth. Learn a proven framework for packaging AI offerings, from assessment to deployment and ongoing adoption, ensuring consistent client results. See how leading MSPs have successfully enabled AI for customers, unlocking new revenue streams and competitive advantage. Walk away with actionable strategies to build, deliver, and scale your own AI practice. No matter where you’re starting.
Read More >>Stop Working FOR Your MSP – Make It Work for YOU
11:00 - 11:40
Feeling trapped in your own business? You're not alone.
This session reveals the 3 game changing principles that separate MSPs that scale from those that stall: a growth plan that energises your entire team, a high performing culture that runs without constant supervision, and a sales and marketing engine that ends your referral dependence forever.
Designed specifically for MSP owners who are stuck, frustrated, and ready for change, we'll show you how to build a profitable, valuable MSP that serves you - not the other way round.
Plus, stay for our expert MSP panel Q&A to get your toughest questions answered!
Get there early to claim your seat!
BONUS: Expert MSP panel takes the stage for rapid fire Q&A to help you implement faster!
Speakers:
Darren Strong
Scalable MSP
CEO
Paul Green
MSP Marketing Edge
Owner
Mit Patel
Assurix
CEO
Ian Luckett
The MSP Growth Hub LTD
Co-Founder
Stop Working FOR Your MSP – Make It Work for YOU
Feeling trapped in your own business? You're not alone. This session reveals the 3 game changing principles that separate MSPs that scale from those that stall: a growth plan that energises your entire team, a high performing culture that runs without constant supervision, and a sales and marketing engine that ends your referral dependence forever. Designed specifically for MSP owners who are stuck, frustrated, and ready for change, we'll show you how to build a profitable, valuable MSP that serves you - not the other way round. Plus, stay for our expert MSP panel Q&A to get your toughest questions answered! Get there early to claim your seat! BONUS: Expert MSP panel takes the stage for rapid fire Q&A to help you implement faster!
Read More >>From Prompt to Product: 5 AI Demos Every MSP Can Steal
16:00 - 16:40
AI tools promise to save time, but most MSPs are still staring at a blank prompt wondering where to start. This session changes that.
In 30 minutes, you'll watch five AI tools demonstrated live. Each one takes a prompt and produces a finished, usable output: a QBR presentation from raw data, a client-facing pricing calculator, a client portal, an automated sales brief, and a marketing measurement dashboard.
Two of these tools are safe for client data. Three are for your own business operations only. You'll learn which is which and why that matters.
You'll leave with five tested prompts you can use the same week, a clear framework for which AI tools to trust with what data, and the confidence to move beyond basic AI chat into tools that build real things.
Speakers:
Kristian Wright
enhanced.io
CEO
From Prompt to Product: 5 AI Demos Every MSP Can Steal
AI tools promise to save time, but most MSPs are still staring at a blank prompt wondering where to start. This session changes that. In 30 minutes, you'll watch five AI tools demonstrated live. Each one takes a prompt and produces a finished, usable output: a QBR presentation from raw data, a client-facing pricing calculator, a client portal, an automated sales brief, and a marketing measurement dashboard. Two of these tools are safe for client data. Three are for your own business operations only. You'll learn which is which and why that matters. You'll leave with five tested prompts you can use the same week, a clear framework for which AI tools to trust with what data, and the confidence to move beyond basic AI chat into tools that build real things.
Read More >>Speakers:
Kristian Wright
enhanced.io
CEO
Building Cyber Resilience Together: How MSP’s can work with the Police Cyber Resilience Centre Network
13:00 - 13:40
This session introduces the Police Cyber Resilience Network, and its role in supporting micro, small, and medium-sized businesses. Learn how the network connects policing, academia, and industry to raise awareness of cyber threats and deliver practical mitigation strategies. A key focus is the CyberPath programme, where second- and third-year university students deliver supervised cyber services to businesses—providing students with real-world experience, giving organizations access to expertise they might not otherwise be able to access. We’ll explore how MSPs can amplify NCSC messaging, and work with the Police Cyber Resilience Centre Network.
Speakers:
Chris White
South East Cyber Resilience Centre
Police Detective Inspector Director of the SECRC
Patrick Milford
City of London Police
Detective Superintendent - Head of the Cyber Resilience Centre Network
Building Cyber Resilience Together: How MSP’s can work with the Police Cyber Resilience Centre Network
This session introduces the Police Cyber Resilience Network, and its role in supporting micro, small, and medium-sized businesses. Learn how the network connects policing, academia, and industry to raise awareness of cyber threats and deliver practical mitigation strategies. A key focus is the CyberPath programme, where second- and third-year university students deliver supervised cyber services to businesses—providing students with real-world experience, giving organizations access to expertise they might not otherwise be able to access. We’ll explore how MSPs can amplify NCSC messaging, and work with the Police Cyber Resilience Centre Network.
Read More >>The Rise of the Outcome based MSP and why they are winning
14:00 - 14:40
As customer expectations shift from service delivery to measurable business impact, a new breed of MSP is emerging — the Outcome‑Based MSP. This panel brings together senior leaders from across the channel who will break down how the outcome based model is reshaping the MSP landscape sharing first hand insight.
Exploring how MSPs are moving beyond traditional SLAs and ticket volumes to deliver outcomes that directly support their customers’ strategic objectives. They’ll discuss the catalysts behind this shift, the operational and cultural changes required to support it, and why those who embrace outcome‑led delivery are seeing stronger margins, deeper customer loyalty, and long‑term differentiation in an increasingly competitive market.
Attendees will gain practical perspectives on how to define, package, and measure outcomes; how to align internal teams behind this new approach; and how forward‑thinking MSPs are already using this model to win new business and elevate their position as trusted strategic partners.
Speakers:
Kim Simmonds
Cloud Contracts 365
Visionary CEO and Founder
Andrew Allen
Aabyss
Chairman
Dave Brereton
Myson Pages
Founder and Managing Director
Perry Ashby
Urban Network UK
CEO
Alicia Shepherd
GTIA
Regional Community Manager
Phylip Morgan
Pax8
Senior Vice President Marketplace & Channel Expansion
The Rise of the Outcome based MSP and why they are winning
As customer expectations shift from service delivery to measurable business impact, a new breed of MSP is emerging — the Outcome‑Based MSP. This panel brings together senior leaders from across the channel who will break down how the outcome based model is reshaping the MSP landscape sharing first hand insight. Exploring how MSPs are moving beyond traditional SLAs and ticket volumes to deliver outcomes that directly support their customers’ strategic objectives. They’ll discuss the catalysts behind this shift, the operational and cultural changes required to support it, and why those who embrace outcome‑led delivery are seeing stronger margins, deeper customer loyalty, and long‑term differentiation in an increasingly competitive market. Attendees will gain practical perspectives on how to define, package, and measure outcomes; how to align internal teams behind this new approach; and how forward‑thinking MSPs are already using this model to win new business and elevate their position as trusted strategic partners.
Read More >>Speakers:
Kim Simmonds
Cloud Contracts 365
Visionary CEO and Founder
Andrew Allen
Aabyss
Chairman
Dave Brereton
Myson Pages
Founder and Managing Director
Perry Ashby
Urban Network UK
CEO
Alicia Shepherd
GTIA
Regional Community Manager
Phylip Morgan
Pax8
Senior Vice President Marketplace & Channel Expansion
How to Maximise the value of your MSP
An overview of the key drivers to maximise the value of your MSP including the role of Acquisitive growth. The Key Performance indicators to manage your business by. The process involved in either buying or selling and how to get through it without unnecessary stress.
Read More >>
The Accuracy Trap: Why your numbers can’t be trusted
Most MSPs assume their P&L is accurate - until they discover the hidden errors distorting their margins, masking risks, and quietly stalling growth. In this session, Heather exposes the accuracy traps she sees across the industry and shows you how to spot bad data fast, correct it before it becomes expensive, and build a P&L you can actually trust. You’ll leave with a practical accuracy checklist and the confidence to review your own numbers, so you’re making decisions based on truth - not assumptions.
Read More >>
Marketing is not a department: Why growth breaks when leadership treats it like one
Many MSPs don’t have a marketing problem, they have a leadership alignment problem. Marketing is often expected to “just work” without clear direction, sales priorities, or agreed focus areas. This session explores why treating marketing as a standalone department leads to reactive activity, wasted effort, and frustrated sales teams. Attendees will learn how leadership alignment, sales clarity, and strategic focus create the conditions for marketing to actually drive growth — and what “whole-of-business marketing” really looks like in practice.
Read More >>
State of the Channel 2026
Now in its 13th year, the State of the Channel is a flagship global study offering deep insights into the IT channel. This session focuses on UK & Ireland ITSPs/MSPs, highlighting fresh 2026 data (publishing late March) on channel sentiment, future outlook, and key challenges. We’ll explore the impact of AI and automation, evolving vendor and customer relationships, and emerging business models. Attendees will gain actionable intelligence on growth strategies and ecosystem collaboration to stay competitive in a rapidly changing market.
Read More >>From Chaos to Clarity: Building Your High Performing Tech Team
11:00 - 11:40
Are you the bottleneck in your own business? You're not alone.
Most technical teams grow in an unstructured way, leaving leaders firefighting daily issues instead of driving real progress. The result? You coast from year to year, exhausted and frustrated, whilst your team waits for your direction on everything.
Here's the truth: successful MSPs are built on aligned, connected teams that don't need constant supervision. Without this foundation, you'll always be working harder than everyone else.
In this powerful session, we'll walk you through proven, MSP specific frameworks that the best leaders use to build, engage, and motivate exceptional technical teams. You'll discover how to step out of the weeds, develop confident leaders around you, and create a team that genuinely works for you—not the other way round.
If you're ready to break free from being the answer to every question, this session is essential.
BONUS: Expert MSP leadership panel sharing real life examples in a rapid-fire Q&A to help you get started immediately!
Get there early to claim your seat!
Speakers:
Phylip Morgan
Pax8
Senior Vice President Marketplace & Channel Expansion
Julie Hutchison
Think Be Do Leadership
Chief Impact Engineer
Ian Luckett
The MSP Growth Hub LTD
Co-Founder
Zoe Chatley
IT Channel Recruiter
Founder
From Chaos to Clarity: Building Your High Performing Tech Team
Are you the bottleneck in your own business? You're not alone. Most technical teams grow in an unstructured way, leaving leaders firefighting daily issues instead of driving real progress. The result? You coast from year to year, exhausted and frustrated, whilst your team waits for your direction on everything. Here's the truth: successful MSPs are built on aligned, connected teams that don't need constant supervision. Without this foundation, you'll always be working harder than everyone else. In this powerful session, we'll walk you through proven, MSP specific frameworks that the best leaders use to build, engage, and motivate exceptional technical teams. You'll discover how to step out of the weeds, develop confident leaders around you, and create a team that genuinely works for you—not the other way round. If you're ready to break free from being the answer to every question, this session is essential. BONUS: Expert MSP leadership panel sharing real life examples in a rapid-fire Q&A to help you get started immediately! Get there early to claim your seat!
Read More >>Theatre 5 - MSP Show
Full Funnel MSP Marketing: Turning Visibility into Pipeline
Discover how a connected, full-funnel marketing system transforms MSP visibility into real pipeline. This session breaks down each stage - from getting found online, building trust with content, generating engagement, and nurturing prospects, through to closing deals and driving referrals. Learn why disconnected tactics fail and how MSP-specific strategies, automation, and data can power a marketing engine that consistently feeds sales.
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A smarter way to scale sales with AI & automation
A smarter way to scale sales with AI & automation shows MSPs how to build a more efficient, scalable, and relationship-driven sales engine using AI and automation. This session demonstrates how to generate higher-quality leads with minimal financial investment, while enabling sales teams to spend more time where they add the most value: building trust and relationships. You’ll see how AI supports consistent, relevant messaging that resonates with the right prospects, driving higher open rates and stronger conversion. We’ll also explore how automation streamlines the sales journey, creating repeatable, measurable processes. Attendees will leave with clear, practical actions to implement smarter, more consistent sales growth.
Read More >>How The Worlds Best MSPs Are Automating Service to Their Customers.
11:00 - 11:40
Meet the only MSP service platform recognised on the Gartner® Magic Quadrant™ for AI in service delivery - and then gives it away for free. See insights from Halo's top 100 customers and learn how to deliver unbeatable automations across your technology landscape to delight customers. Join Tim Barton-Wines from Halo who shares his experience from working with 100's of MSPs over the years on how to leverage modern unified service platform software to improve efficiency, create differentiators and drive growth.
Speakers:
Tim Barton-Wines
Halo
CCO
How The Worlds Best MSPs Are Automating Service to Their Customers.
Meet the only MSP service platform recognised on the Gartner® Magic Quadrant™ for AI in service delivery - and then gives it away for free. See insights from Halo's top 100 customers and learn how to deliver unbeatable automations across your technology landscape to delight customers. Join Tim Barton-Wines from Halo who shares his experience from working with 100's of MSPs over the years on how to leverage modern unified service platform software to improve efficiency, create differentiators and drive growth.
Read More >>Speakers:
Tim Barton-Wines
Halo
CCO
Leading through Challenge and Change
Change is constant in the MSP industry, whether driven by growth, market pressure, technology shifts, or internal strain. In this session, Brendan Bastine shares practical leadership lessons drawn from real-world consulting engagements with MSPs navigating disruption. Attendees will learn how to lead confidently through uncertainty, communicate with clarity during challenging moments, and create alignment when teams feel stretched or resistant to change. The focus is not theory, but actionable leadership behaviors that stabilize operations, maintain trust, and keep teams moving forward. This session equips MSP leaders with tools to lead people, not just processes, during times that matter most.
Read More >>How to scale a high-performing sales team
12:00 - 12:40
This session will walk through how to scale a high-performing sales team - from making your first sales hire to building a structured, accountable team that drives predictable growth. Drawing on real-world MSP experience, we’ll cover how to structure your team at each growth stage, run effective sales meetings, set meaningful KPIs, manage performance, and build commission plans that motivate without hurting margin. You’ll also learn how to avoid common pitfalls that stall sales growth, from weak onboarding to misaligned targets. Whether you're just starting or refining an existing team, you'll leave with practical strategies to build and lead a top-performing sales function
Speakers:
Michael Johnson
Sereno IT
Director
How to scale a high-performing sales team
This session will walk through how to scale a high-performing sales team - from making your first sales hire to building a structured, accountable team that drives predictable growth. Drawing on real-world MSP experience, we’ll cover how to structure your team at each growth stage, run effective sales meetings, set meaningful KPIs, manage performance, and build commission plans that motivate without hurting margin. You’ll also learn how to avoid common pitfalls that stall sales growth, from weak onboarding to misaligned targets. Whether you're just starting or refining an existing team, you'll leave with practical strategies to build and lead a top-performing sales function
Read More >>Speakers:
Michael Johnson
Sereno IT
Director
Operational Excellence for MSPs: How to Build a Smoother, Happier and More Profitable Service Desk
13:00 - 13:40
Many MSPs accept chaos as normal, but it doesn’t have to be. This session show shows to modernise your service desk, strengthen process, improve communication, boot team moral, reduce escalations and deliver a smoother, more profitable experience that customers will love!
Speakers:
Richard Shuker
Adelvium Ltd
Co-Founder
Operational Excellence for MSPs: How to Build a Smoother, Happier and More Profitable Service Desk
Many MSPs accept chaos as normal, but it doesn’t have to be. This session show shows to modernise your service desk, strengthen process, improve communication, boot team moral, reduce escalations and deliver a smoother, more profitable experience that customers will love!
Read More >>Speakers:
Richard Shuker
Adelvium Ltd
Co-Founder
Compliance, Insurance, and AI – The Latest Wave of Conversations Driving Cybersecurity Services
14:00 - 14:40
Join Sophos as we discuss an overview with an aim to untangle the latest conversations driving cybersecurity services. Compliance, Cyberinsurance, and Generative AI all have endusers asking questions. In this session we take a look at how each of these fit into the conversation around selling Cybersecurity Services.
Speakers:
Tim Swainson
Sophos
Compliance, Insurance, and AI – The Latest Wave of Conversations Driving Cybersecurity Services
Join Sophos as we discuss an overview with an aim to untangle the latest conversations driving cybersecurity services. Compliance, Cyberinsurance, and Generative AI all have endusers asking questions. In this session we take a look at how each of these fit into the conversation around selling Cybersecurity Services.
Read More >>Speakers:
Tim Swainson
Sophos
What top-sport performance psychology teaches us about building the MSP of the future.
Transformation in the MSP industry isn’t defined by AI, automation, or new operating models alone, it starts with the mindset of the people leading the organization. In this high-energy, no-nonsense session, Hendrika Willemse draws from her journey as a world champion athlete and tech leader to unpack how performance psychology can unlock stronger leadership, sharper execution, and more resilient MSP teams. Hendrika shares practical mental models, real-world lessons, and personal stories that reveal what it takes for MSP leaders to perform at a consistently high level, especially in an industry defined by fast change, high pressure, and constant customer expectations. This session gives MSP leaders a fresh, human-centric perspective on transformation: not as a technology project, but as a performance evolution.
Read More >>The MSP Owner’s Risk Checklist: How Not To Lose Your House, Your Claim Or Your Deal
10:00 - 10:40
Your clients might survive a breach. Will you? As AI sharpens attacks and insurers get tougher, we’ll expose the risk inside your MSP and share 20 practical moves underwriters we work with through Assurix actually reward with smoother renewals, better premiums and stronger exit value.
Speakers:
Mit Patel
Assurix
CEO
The MSP Owner’s Risk Checklist: How Not To Lose Your House, Your Claim Or Your Deal
Your clients might survive a breach. Will you? As AI sharpens attacks and insurers get tougher, we’ll expose the risk inside your MSP and share 20 practical moves underwriters we work with through Assurix actually reward with smoother renewals, better premiums and stronger exit value.
Read More >>Speakers:
Mit Patel
Assurix
CEO
Stop Revenue Leakage and Boost Your MSP’s Value – Using Contracts Effectively
15:00 - 15:40
Many MSPs lose revenue in “grey areas” — common situations never clearly agreed with the customer. In this session, you’ll learn how to identify these hidden sources of revenue leakage and turn your contracts into tools that drive revenue, fuel growth, and boost business value. Join Anne to gain fresh insights and practical steps to grow your business today and position your MSP for a successful, high-value exit in the future.
Speakers:
Anne Hall
ITagree
Founder & CEO
Stop Revenue Leakage and Boost Your MSP’s Value – Using Contracts Effectively
Many MSPs lose revenue in “grey areas” — common situations never clearly agreed with the customer. In this session, you’ll learn how to identify these hidden sources of revenue leakage and turn your contracts into tools that drive revenue, fuel growth, and boost business value. Join Anne to gain fresh insights and practical steps to grow your business today and position your MSP for a successful, high-value exit in the future.
Read More >>Speakers:
Anne Hall
ITagree
Founder & CEO
How AI Is Breaking MSP Pricing.. and What to Do About It
11:00 - 11:40
AI is reshaping how MSPs deliver and price their services. As automation reduces ticket time and labor costs, traditional pricing models like hourly, per-user, or fixed-fee are starting to break. This creates both opportunity and danger.
On one hand, AI can boost margins, improve consistency, and let MSPs scale without adding headcount. On the other, it risks devaluing human work and eroding trust if clients see “less effort for the same fee.” The real challenge is how to align pricing with outcomes, not time.
This session explores how AI changes the MSP cost structure, which pricing models can adapt, and how to frame value so clients see AI as an enhancement, not a reason for a discount.
Speakers:
Dustin Puryear
Giant Rocketship
Founder
How AI Is Breaking MSP Pricing.. and What to Do About It
AI is reshaping how MSPs deliver and price their services. As automation reduces ticket time and labor costs, traditional pricing models like hourly, per-user, or fixed-fee are starting to break. This creates both opportunity and danger. On one hand, AI can boost margins, improve consistency, and let MSPs scale without adding headcount. On the other, it risks devaluing human work and eroding trust if clients see “less effort for the same fee.” The real challenge is how to align pricing with outcomes, not time. This session explores how AI changes the MSP cost structure, which pricing models can adapt, and how to frame value so clients see AI as an enhancement, not a reason for a discount.
Read More >>Speakers:
Dustin Puryear
Giant Rocketship
Founder
Compliance: challenge or opportunity?
Landscape: • Increased number of cyber attacks • Risk from Staff mistakes • Supply chain vulnerability • Security protocols when negotiating contracts Tech complexity, cyber threats, compliance demands keep growing. SMEs can’t handle it alone, they rely on MSPs as strategic partners, to navigate complex technology, security, regulatory landscapes. Security and compliance dominate client needs. Compliance as a Service: challenge and opportunity Clients want more than IT support. ■ Rising demand for compliance support ■ Increasing legal / regulatory pressure ■ Limited in-house legal / GRC expertise ■ Legal secure use of AI tools ■ Breach-ready workflows ■ ISO readiness ■ GDPR Certification Scheme
Read More >>What are the top 10% of MSPs doing that you aren’t?
13:00 - 13:40
In this session we will review data and insights from not only the top MSPs in the UK but we will also take a look at some global insights. By understanding what good looks from a sales, operational and strategy standpoint for the top MSPs, we will be able to give attendees to this session actionable steps to take away for their own business. Are you in the top 10% or could you be one of the top 10%? Join this session to find out.
Speakers:
Greg Jones
Kaseya
SVP MSP Enablement
What are the top 10% of MSPs doing that you aren’t?
In this session we will review data and insights from not only the top MSPs in the UK but we will also take a look at some global insights. By understanding what good looks from a sales, operational and strategy standpoint for the top MSPs, we will be able to give attendees to this session actionable steps to take away for their own business. Are you in the top 10% or could you be one of the top 10%? Join this session to find out.
Read More >>Speakers:
Greg Jones