Applied AI: How IT crawls out of process debt
While so-called "Agentic AI" and the panacea of completely automated work distracts teams, leaders and competitors, IT teams are finding success in applying narrow AI.
Narrow AI is going through Incidents to find knowledge and giving that virtual agents. Narrow AI is suggesting to agents that they raise the priority, assign to a specific person or relate records together for better discoverability and reporting of impact!
Matt is going to share all the insights he's been hearing for the last year or so and who is seeing the best benefits of this incredible new technology.
Farming Management: What growing up on the farm taught me about Service Design
How is a cow like a Configuration Item?
How do you measure the risk of rocks?
If these questions ever plagued your mind; or even if they didn't - this session will not disappoint. This refreshing and entertaining story will not only make you laugh, but also inspire you to see the creativity in Service Management.
From systems thinking to understanding impact on revenue, Matt uses stories from his childhood to demonstrate the interconnected and complex nature of our work and how we can work toward the improvement thereof.
From AI agents to AI coworkers: How IT will run the AI workforce
AI has moved well beyond chatbots. Autonomous agents can already execute multi-step workflows and they're becoming a persistent part of the organisation, with roles, responsibilities, and accountability.
This session explores what it actually means for IT leaders to manage a hybrid human-AI workforce and build towards autonomous operations. We'll unpack the difference between AI agents and AI coworkers and show you what that looks like in practice.
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.
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.