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.
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.
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.
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.
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.
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.
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.
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.
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.
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.