Turning experience into action: Common improvement areas as told by millions of people!
What if your next ITSM improvement wasn’t based on assumptions, but on the lived experience of millions of employees? In this session, we’ll reveal the three most common friction points across global IT organizations, drawn from millions of experience data points. You’ll see where service desks consistently lose productivity and satisfaction, and how leading brands have turned those insights into measurable wins.
We’ll go beyond theory with real-world examples from enterprise customers who used experience data to:
1. Understand where and why your users are frustrated
2. Reduce ticket reassignments and speed up resolution
3. Recognize automation opportunities and let humans handle those tasks that actually need human touch
Expect practical guidance, proven frameworks, and actionable steps you can take immediately: whether you’re chasing XLAs, improving DEX, or simply trying to make ITSM work better for humans. Walk away with a clear playbook for prioritizing improvements that matter most.
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.
Designing Services That People Love: Bringing Service Design & Responsible AI into ITSM for Better CX & EX
Many organisations still design IT services around processes and technology rather than the people who rely on them, creating friction, disengagement, and a perception that ITSM is a cost centre. This session explores how service design thinking and responsible AI can reshape IT value by focusing on human experience, not efficiency alone. Attendees will learn practical methods, personas, journey mapping, co‑creation, and experience‑based metrics, while understanding how to mitigate risks such as opaque automation and inappropriate data use. Participants will leave with actionable tools to improve CX, EX, and IT value through human‑centred, responsibly enabled service design.
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.
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.