SESSION CANCELLED - Choosing the wrong partner, and correcting course
It’s a lot easier to replicate people’s mistakes than successes, so here are some mistakes and challenges I made and how I overcame them.
Even with 20+ years in ITSM, and 16 of those being a supplier of consulting services including around ServiceNow and other legacy platform implementations, I still found myself having a challenging implementation with my chosen partner. It was not all doom and gloom, but there was a disconnect between my expectations, and what was being delivered, and that’s a responsibility I had to own.
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.
Harnessing Healthy Conflict: Driving Innovation in Service Management
When ideas collide, innovation sparks. Learn how to transform friction into breakthrough solutions.
Innovation rarely emerges from consensus alone - it thrives in the tension between differing perspectives. In today’s rapidly evolving service management landscape, where AI, automation, and experience-driven strategies dominate, organizations must learn to embrace constructive conflict as a catalyst for progress. This session explores how friction between teams, priorities, and ideas can lead to breakthrough solutions when managed effectively.
We’ll examine practical frameworks for navigating conflict without derailing collaboration, drawing on real-world examples from enterprise service management (ESM) initiatives.
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.
Transforming service in UK Government: IPO’s journey to ESM
IPO’s service transformation began with a simple insight: if employees don’t like the portal, they won’t use it. Moving away from an IT-only model, IPO co-designed a new digital front door with users and service teams across the organisation. Routine requests were shifted from calls and emails to self-service. Workflows were automated. Services expanded into HR, Security, Facilities, and Finance. The result is a unified enterprise service ecosystem with full visibility, faster routing, and strong adoption. IPO now operates a scalable, measurable service model that supports continuous improvement across the organisation.
Digitally sovereign ITSM in Europe – a reality check!
Everyone knows ServiceNow, Jira Service Management, Topdesk, or Halo. These are large proprietary ITSM solutions that have their target groups, fans, and proven strengths, but also obvious weaknesses.
On the other hand, there is a growing movement of highly competitive open source ITSM solutions. Who are the relevant players in a European comparison? What are their individual strengths and limitations? For which IT service organizations do they offer serious alternatives to conventional systems, and why? And when is it better to steer clear of them? Sounds exciting? Then join Torsten and Daniel on their open source ITSM deep dive!
Beyond ‘How We’ve Always Done It’: Systemically Transforming the Employee Journey with Hornbill
Warwickshire County Council will share how a systems thinking approach transformed its Starters, Leavers and Movers (SLaM) process across IT, HR, Facilities, Security and Finance. Replacing 17 disconnected forms with guided and integrated workflows in Hornbill, they cut email traffic by 92%, saved 3,675 hours annually, and strengthened security and employee experience. This session explores how executive sponsorship, cross-department collaboration and a willingness to challenge “we’ve always done it that way” delivered measurable operational and cultural change.
A Blueprint for Moving from Ticket-Centric to Autonomous Operations
For years, the IT service desk has been structured around the ticket. Incidents, requests, and alerts all flow into queues, where analysts triage, route, diagnose, and resolve. But as environments become more complex and user expectations rise, ticket-centric operations are reaching a breaking point.
It’s time to flip the model.
Most AI and automation tools on the market today focus on speeding up ticket handling, but still assume the ticket is the core unit of work. In this session, we’ll explore how putting AI and automations in front of legacy ticketing tools are reshaping the future of IT. Rather than starting with a ticket, modern IT operations start with AI-driven detection, reasoning, and action and escalate into a traditional manual workflow only when human judgment is truly required.
If your team is overwhelmed with alerts, stretched thin by repetitive tasks, or struggling to meet user expectations, this session will give you a realistic, tactical look at how to build an automation-first foundation and make tickets the exception rather than the rule.
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