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.