A CMDB is essential for scalable ITSM, yet gaps in data accuracy, integration, and scope limit its effectiveness. This roundtable will explore how the CMDB can better support core ITSM use cases while debating which gaps should be closed and which should remain open. We’ll also examine adjacent use cases like SAM, BCDR, and network management, questioning where the CMDB should extend and where its limits should be set.

AI is reshaping the Service Desk—but does it empower agents or make them obsolete? Join us for an interactive, no-hype discussion on AI’s impact, the skills agents need to thrive, and how to ensure AI enhances, rather than replaces, human expertise. Expect lively debate, valuable insights, and real-world takeaways to future-proof your Service Desk.

In today’s hybrid work era, employee experience is more critical than ever. Digital Employee Experience (DEX) has emerged as a key focus area for IT and business leaders aiming to enhance productivity, engagement, and overall workplace satisfaction. But what exactly is DEX, and why is it gaining so much attention?

In this session, we’ll demystify DEX, explore why it has become a top IT priority, and discuss how organizations can measure and improve it. We’ll also highlight real-world examples of how ControlUp helps IT teams optimize digital experiences proactively—reducing downtime, streamlining troubleshooting, and ultimately ensuring employees have a seamless and frustration-free work environment.

Join us to understand why DEX is more than just a buzzword—it’s a game-changer for modern enterprises.

In this hands-on workshop, you’ll learn how you can use a combination of rule-based workflows and AI-driven workflows to take the mundane out of your day-to-day operations. From automating simple tasks like password resets to streamlining processes like employee onboarding, this workshop will show you how to leverage AI for your least favourite tasks. With real-world use cases, hands-on experience, and plenty of opportunities for learning and collaboration, you’ll leave with a fresh perspective on how to put AI to work for your IT team.

In today’s fast-paced technological landscape, IT helpdesks are faced with a constant influx of support tickets, often leading to overwhelmed staff and prolonged resolution times. Leveraging IT automation presents a promising solution to streamline helpdesk operations and reduce the number of tickets. This discussion explores various strategies and technologies for implementing IT automation in the helpdesk environment to enhance efficiency, improve user experience, and ultimately minimize the volume of support tickets.

This workshop explores the pivotal role of IT Service Management (ITSM) in meeting stringent regulatory requirements like GDPR and HIPAA. Delving into the intersection of ITSM and compliance, this session will show you strategies for minimising risks and ensuring organisational adherence to regulatory frameworks.

Join Sophos as we discuss how the increase of Cyber Insurance conversations can open up new conversations and opportunities for MSPs looking to develop Cybersecurity as a Service.