Managing AI Risk and Uncertainty in Service Delivery
AI represents an incredible opportunity to optimize work and enhance services through the capabilities, speed and automation in enhances in the development, and improvement of the work we perform in IT. It also represents a very different level of risk and uncertainty, based on how it's used, the uneven ethics inlaid in its' development, and the non-linear way that it works. Managing and addressing these risks requires a very different approach than we are accustomed to in the Governance and delivery of services.
This session will help frame the changes to governance and management of services, and how to address uncertainty and risk in the use of AI so you are better prepared for the changes due to emerging technologies and unknowable uncertainties.
How to script at scale so your support staff aren't bored to tears and you don’t break anything
Repetition of mundane tasks gets really tedious, really quickly, burns a lot of time, and is prone to human error - so it might make sense to script your way to automation. This session with Jon North will equip you with some considerations to bear in mind during the process of developing, testing, deploying, and executing custom scripts at scale.
You’ll come away with good ideas to get your code operational, efficient, and into production as quickly as possible, whilst simultaneously accounting for potential security risks. This session applies to service desk, systems administrators, configuration managers, and MSPs.
Scaling Smarter with Automation: A Real-World MSP Growth Story
Automation isn’t just about efficiency—it’s a growth strategy. In this session, we’ll break down how MSPs are using automation to support scale, improve service delivery, and create room for revenue growth. You’ll see how automating key business and service workflows reduces friction, improves accuracy, and allows teams to focus on higher-value work. Walk away with practical insights into how automation can power sustainable growth without adding headcount.
Zero Ticket: Minority Report Pre-Crime Unit in Action
Immerse yourself in the world of the Pre-Crime unit in Minority Report that predicts and prevents crimes before they happen. Only this time, it's Zero Ticket that predicts and resolves IT issues before users even notice.
You may have heard of Zero Ticket over 10 years ago as a way to minimise the number of tickets at the Service Desk by Shift Left: making the end users do the work of IT - spotting underperformance and raising tickets. Switched off phone lines and emails, forcing end-users to confusing portals and frustrating chatbots? This added burden has contributed to technology teams being seen as a cost centre, rather than drivers of innovation.
In the age of AI-powered advanced monitoring, data analytics & correlation, self-heal, and Human-centred Design, Zero Ticket is undergoing a renaissance. The IT is quickly running out of acceptable excuses. If your end-user has to raise a ticket, you have already failed them.
The presentation will enable technology leaders to understand the Zero Ticket vision, how it can be applied to their organisation, what steps need to be taken to achieve it, and how to enable their teams to focus on what truly matters: delivering business value.