Smarter MSP Workflows with Copilot and Power Automate
Many MSPs already have access to powerful tools in Microsoft 365, but often underuse them. This session introduces two of those tools: Power Automate and Microsoft 365 Copilot, and will show how they can help to streamline everyday IT workflows.
Starting with Copilot we'll look at what it is, what it isn't, and look at practical ways you can use it's more advanced features like Notebooks to help with common tasks.
For Power Automate explore where Power Automate fits into the rest of the Microsoft Power Platform, and walk through building some basic automations triggered by common events like email alerts generated by N-central.
This session is designed to help show MSPs how they can use these Microsoft tools to help reduce manual effort, improve technician efficiency, and get started with automation and AI. All without needing deep technical expertise.
Beyond Inventory: Optimizing the CMDB’s True Role in Modern ITSM
Often mislabeled as “just inventory,” the true value of the CMDB is frequently unseen. This session highlights how a maintained and reliable CMDB strengthens core ITSM practices such as configuration, change, problem, and incident management. We’ll also explore how the CMDB insights can benefit SAM, BCDR, network management, and other domains without diluting its primary purpose. By the end, recognize the CMDB as a strategic enabler of scalable, reliable ITSM.
AI-Enabled Service Excellence - not a given
When FOMO is driving AI investments, going back to basics seems far from desirable.
Learn why getting the basics sorted makes all the difference between driving service excellence and why over 75% of companies are not seeing the results from their investments in AI.
Applied AI: How IT crawls out of process debt
While so-called "Agentic AI" and the panacea of completely automated work distracts teams, leaders and competitors, IT teams are finding success in applying narrow AI.
Narrow AI is going through Incidents to find knowledge and giving that virtual agents. Narrow AI is suggesting to agents that they raise the priority, assign to a specific person or relate records together for better discoverability and reporting of impact!
Matt is going to share all the insights he's been hearing for the last year or so and who is seeing the best benefits of this incredible new technology.
Inside Out: The Evolving Profile of Insider Threats and Their Hidden Links to the Dark Web
Insider threats are no longer limited to disgruntled employees or accidental data leaks. This session explores how insider risk has evolved to include compromised credentials, coerced insiders, and employees unknowingly linked to dark web activity. Drawing on real-world intelligence, we examine how stolen access, insider data, and leaked credentials circulate across underground forums and marketplaces, creating hidden exposure for organisations. Attendees will learn how dark web intelligence provides critical context around insider risk, enabling earlier detection, better prioritisation, and more informed security decision-making across both public and private sector environments.
Endpoint Economics: Turn the Workspace Explosion into Your Next Growth and Productivity Engine
The rapid growth of distributed workspace endpoints is transforming the operational and financial reality of managed service providers.
MSPs face increasing complexity in securing and supporting modern work-spaces while margins in traditional service models continue to tighten. This session delivers a practical, actionable framework for turning endpoint sprawl into a scalable engine for growth and productivity.
We will explore the drivers behind endpoint expansion, the operational friction caused by fragmented tools and manual workloads, and how automation, AI-assisted remediation and unified workspace protection can reverse margin pressure.
Attendees will gain clear strategies to redesign cost structures, unlock technician capacity and package outcome-based services that deliver stronger margins and measurable client value. A practical road map will enable immediate action, regardless of MSP size.
From AI-Ready to AI-Operational: Lessons from Ivanti’s Journey
AI is no longer a future concept—it’s here, and it’s transforming IT service management. In this session, Yelena Mackay Vice President of AI Strategy at Ivanti, shares her experience leading Ivanti’s AI transformation.
Discover how Ivanti moved beyond pilots and experimentation to operationalize AI across its enterprise and product pillars. Yelena will provide practical insights on:
• Breaking down silos and aligning stakeholders
• Lessons learned from early AI rollouts (including Copilot)
• Building a unified architecture for agentic frameworks
• Empowering employees with everyday AI tools
• Creating a culture of collaboration and continuous learning
This interactive session will give delegates a candid look at the challenges and opportunities of implementing AI at scale—and actionable steps to apply in their own organizations.
Beyond the Service Desk: a Children's hopitals Journey to Safer, Smarter Patient Experiences
A London Chrildrens Hospital will share how modern service management and automation are transforming the patient and staff experience—from onboarding volunteers at scale to providing children safer access to education and entertainment resources. In a fireside chat, we’ll explore how workflow automation reduce manual effort (e.g., provisioning/deprovisioning that previously required ~4 FTEs), increase accuracy, and create time for care. We’ll discuss what worked, what didn’t and how GOSH sees autonomous workflows playing a role in the next phase of their service management journey. The conversation remains vendor neutral but grounded in real outcomes using ITSM, ITAM. We’ll close with practical steps for hospitals and public sector teams and look at how the advent of AI can lead to even greater patient outcomes—plus a live audience Q&A and a charity element to benefit the hospital.
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.
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.