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.
AI-Enabled Service Excellence - not a given
When FOMO is driving AI investments, going back to basics seems far from desirable.
Learn why getting the basics sorted makes all the difference between driving service excellence and why over 75% of companies are not seeing the results from their investments in AI.
Eliminate IT blind spots with an accurate CMDB fed by real-time discovery
Incomplete discovery data introduces IT blind spots, slowing down troubleshooting, driving up costs, and leaving security gaps. In this session, you'll learn practical strategies for achieving an accurate and timely CMDB to reduce MTTR, power AI and automation, improve service quality, and strengthen security. We'll share a real-world customer example that will demonstrate how to improve discovery without disrupting your existing environment.
Beyond the Service Desk: a Children's hopitals Journey to Safer, Smarter Patient Experiences
A London Chrildrens Hospital will share how modern service management and automation are transforming the patient and staff experience—from onboarding volunteers at scale to providing children safer access to education and entertainment resources. In a fireside chat, we’ll explore how workflow automation reduce manual effort (e.g., provisioning/deprovisioning that previously required ~4 FTEs), increase accuracy, and create time for care. We’ll discuss what worked, what didn’t and how GOSH sees autonomous workflows playing a role in the next phase of their service management journey. The conversation remains vendor neutral but grounded in real outcomes using ITSM, ITAM. We’ll close with practical steps for hospitals and public sector teams and look at how the advent of AI can lead to even greater patient outcomes—plus a live audience Q&A and a charity element to benefit the hospital.
Configuration Drift and CMDB Success in modern Infrastructures
How do you validate your source of truth? Is your CMDB delivering the value you expect? How can you keep data quality high but in an automated fashion without heavy investment in manual effort? Join us to understand Configuration Drift and some approaches to dealing with this silent and ever present risk to your IT Operations
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.
iPaaS or iPlay – The Do’s and Don'ts of Integrated Systems and Processes
We no longer live in a world of just ITSM, we're now expected to integrate other business units as well as other systems and processes.
This session dives into the challenges we can encounter in doing this, how the industry seems to be approaching it (the good and bad of the vendor’s approach), and what longer term considerations we need to be aware of.
Ranging from simple business unit interactions through APIs, workflow automations and third-party integration platforms, this session is essential when considering what and how to integrate and what this means down the line.
The Intelligence Revolution: How Agentic AI is Rewriting IT Operations
The Intelligence Revolution isn’t about replacing humans, it’s about empowering them with autonomous, agentic intelligence. This session explores how AI augments IT teams by handling repetitive tasks, predicting outcomes, and providing actionable insights, while humans bring judgment, creativity, and strategic oversight. Together, they create a symbiotic model that transforms IT operations from reactive to predictive, enabling faster resolutions, self-healing systems, better user experiences, and smarter decision-making. Attendees will learn how to harness this partnership to drive efficiency without losing the human touch.
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!