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.
How to Be Good: Leadership with Human and Artificial Intelligence
AI won’t replace humans, but it will redefine how we work. For managers, it offers new ways to lead more effectively—while also creating the risk of trusting an overly confident, sometimes misleading “digital adviser.” This keynote shows how to combine proven management tools with AI’s new capabilities while minimizing risk. It also highlights what the emerging AI-driven workplace means for employees and which behaviors, skills, and practices help teams and organizations gain real value from AI.
Teach Your Workflows to Think (So You Don’t Have To).
If your IT service management automation still depends on hard-coded rules and rigid workflows —you’re working way harder than you need to. In this session, we’ll show you how AI is flipping traditional service automation on its head, making workflows more adaptive, less brittle, and surprisingly human-friendly.
You’ll see how you can use agentic AI to dynamically guide decisions, accelerate fulfilment, and eliminate the overhead of constant rule-tweaking. We’ll explore how customers are cutting ticket volumes, speeding up resolutions, and delivering faster self-service—without scripting everything in advance or hiring a team of botsmiths.
Whether you're just starting to automate or looking to level-up legacy logic, this session will help you rethink what’s possible when your workflows are smart enough to think for themselves.
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.
Capturing the Real Impact of Change
Organizations often struggle to fully understand the true impact of change. Too often, success is measured only by delivery timelines or budget. This session introduces a set of key dimensions designed to capture both the positive and negative results of change, whether the transformation is delivered iteratively in smaller steps or through a large-scale “big bang” approach.
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.