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.
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
Velocity shock: 7 rules for Agentic AI survival
The agentic era marks the biggest shift in ITSM since the rise of ESM. But recent research tells us 85-95% of organisations aren’t seeing a measurable impact from AI. Adoption is high, but transformation is rare. As AI moves from tools to autonomous actors, leaders must rethink experience, efficiency, ownership, and trust. This keynote explores what agentic ESM looks like—through the lenses of employees, service teams, and the board. Backed by
global research and data, it reveals how data quality, psychological safety, and new measures of value determine whether agentic AI becomes a competitive advantage or an existential risk.
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.
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.
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.
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.
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.
Seven safe AI practices for a secure ServiceOps and digital workplace
AI is now central to work and life creating major opportunities, but also a new class of risks leaders must address before scaling.
Legal and compliance-heavy questions such as “Was this model trained on re-identifiable data, or is synthetic data sufficient?” define the guardrails for safe enterprise adoption. While new threats like prompt-based data leaks and unmanaged virtual agents begin to surface.
For ServiceOps leaders, the mandate is clear: AI must strengthen the IT value chain, not weaken it.
This session explores the risks introduced by AI-powered service delivery and how to safeguard ServiceOps and digital workplace initiatives with accountable AI practices.
Knowledge. Automation. Security. The Next Steps in NDR
Cybersecurity is evolving. At the core of this evolution is Knowledge Automation Security (KAS), a new era of technology that changes how we detect and respond to network threats.
Modern cyber threats evolve rapidly, acting before humans can and rarely follow set patterns. Traditional rule-based detection systems established the foundation of cybersecurity, KAS has taken over combining real time heterogeneous data gathering with a service based architecture and adaptive detections.