Why the Industry That Manages Change Can’t Handle It
ITSM was built to help organisations manage change, yet the uncomfortable truth is that ITSM itself resists it. For years we’ve hidden behind frameworks, certifications, and “best practice,” while the world around us moved on. AI is rewriting operations, design thinking is redefining customer experience, and flow has replaced process as the true measure of value.
This session challenges the industry’s self-preserving habits and exposes the illusion of progress that keeps ITSM trapped in its past. Mark Boyer will explore what it really takes to build intelligent, adaptive service organisations that design for people, build for flow, and learn at speed.
Because if ITSM can’t change itself, it has no right to lead change for anyone else.
Are You Ready for ESM? A Practical Readiness Framework for Enterprise Service Management Success
Many organisations rush into Enterprise Service Management without understanding their true readiness, leading to failed implementations and frustrated stakeholders. This session introduces a practical readiness framework that helps organisations honestly assess their position before embarking on ESM adoption. Drawing on real implementation experiences, we explore the critical success factors that determine whether your organisation can successfully extend service management beyond IT—examining cultural maturity, governance structures, process standardisation, and stakeholder alignment. Attendees will gain actionable insights to identify gaps, build compelling business cases, and avoid the common pitfalls that derail ESM initiatives before they deliver value.
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.
Modernising Infrastructure Operations with Asset Intelligence
IT teams everywhere are under pressure to resolve incidents faster, manage growing complexity, and support security demands but most still struggle with fragmented, unreliable visibility of their technology estate. This session shows how total visibility and Asset Intelligence can unlock a new level of operational clarity. Together with a leading management consulting firm, we’ll reveal how they built a trustworthy asset foundation that strengthened ITSM, improved decision‑making, and created smoother, more proactive operations at global scale. Learn the practical steps, lessons, and outcomes behind evolving from scattered data to a unified, intelligence‑driven IT function.
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.
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.
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.
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.
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.