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.
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.
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.
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.
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.
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.
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.
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.
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
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!