Please note. This agenda is subject to change. Changes can occur up until the start of the event.
This presentation will provide a comprehensive overview of how Artificial Intelligence (and Generative AI) can be used in enhance your IT service management processes and DevOps practices. A complete overview is provided of all use cases, trends and developments related to AI for ITSM.
Key topics discussed in his presentation:
AI was probably the hottest topic of 2023 for everyone working in IT, and ITSM is not an exception. Everyone (including this conference) is talking about AI.
At PeopleCert, we are often asked: how does ITIL address AI? Will there be a guidance on application of AI in service management?
In this talk, Roman will share what we know so far about AI in ITSM, what we expect to see in 2024, and what are we doing about it when developing ITIL.
There are a couple of successful ML and AI implementation use cases in the largest Slovak bank - from a ‘simple’ model to generative AI. All of them are real money-saving activities that increase the efficiency of the whole organization. And they show a great level of cooperation between IT and business, something usually not really present in large business-driven organisations
So far, technology has enabled some level of self-service but hasn’t delivered the best experience. In this presentation, we will explore how organizations can revolutionize Tier 1 and live agent support with generative AI, which uses a private large language model (LLM) to engage users with a conversational approach and contextually relevant responses without compromising security.
We will not look at theoretical future of AI in ITSM, but will discuss the real technology that is already here today to enable unseen levels of productivity and user experience.
After all big bubbles in IT here comes another one - AI. However neural networks have been used in ITSM for many years and already became a standard part of most of the products. Some of the features are of terrific help to save labor costs, while some are just annoying our customers. Shall ITSM tools be replaced by AI, extended by AI or appear as additional level of control over the AI? Let’s have a pragmatic balanced look at realistic examples of features that proved to work well in real implementations and try to separate ideas that would probably become junk when the hype is over.
So my lecture on the topic of Model Factory will be about all that.
We hear about AI at every turn today. We will show how AI can be used in ITSM to improve service quality and customer satisfaction, and we will also reveal how to create a new product based on AI.
Visions or dreams of AI involvement: especially when it comes to public services
Regarding services for trade offices:
Our future will feature AI, that is surely true. But what that future will actually be like is hard to know and expectations and predictions are often influenced by our own current ideas and opinions. This talk will be a personal perspective based on over 40 years of service management, and observing how common sense and learning from other experiences has not always been among ITSM's major strengths.
AIOps – “Why are organisations not using Machine Learning to significantly reduce their MTTR yet?”
Automation and AI can be a cost-effective way to manage IT incidents, allowing employees to focus on more high-value work. In this talk, we will cover what AIOps is, its business value, the current state of AIOps, vendor vs real market view, what are the blockers to adoption, and the journey customers typically take to achieve it successful adoption.
For years, DevOps and ITSM have been promoting an end-to-end approach to value creation. Despite
these efforts, the two worlds remain disconnected.
Join Roman and Sven to fnd out how value stream management may become a bridge connecting IT
management practices from ideation to product delivery, and further to service consumption and
value realisation.
The presentation focuses on the ServiceNow platform and the implementation of AI solutions. Throughout the presentation, we will navigate through various phases of IT Service Management, using practical examples to explain how different AI implementations can enhance end-user satisfaction, efficiency (not only) for the Service Desk, and overall effectiveness of IT Service Management processes. While the primary focus is on IT Service Management, the presentation will also showcase the application of AI beyond IT Service Management, such as in coding.
Join our talk 'AI and Teamwork' to learn how AI impacts teams in an IT environment. We'll cover how AI takes over simple tasks, changes team roles, and leads to new ideas. Find out if AI can make teamwork better or worse.
Managing customers through a limited number of interfaces is unfortunately too short of a jump. Customer satisfaction and fulfilling SLA’s don’t align, Service Managers are perceived as order takers and not consultants for strategic business decisions. The role of the BRM has a stronger standing, is not based on IT (and not on ITIL at all) and will make a real difference. I will show examples and career paths how to get there.
Artificial intelligence is a recent phenomenon. Every now and then we can read in the media what
professions will disappear and who will lose their jobs. Is it really as simple as some journalists and,
unfortunately, managers think? Can a computer really replace a human being completely, or will it
rather complement and help them? Depending on which side we lean, AI will become an enemy or a
friend. Let's think together about our future…
I'll walk you through 5 reasons why YES and 5 reasons why better NO.
Let's evaluate the weight of each reason together on the spot and measure the sentiment of (non)
confidence toward AI.
The presentation will provide insight into successful change management not only in the field of
information technology & AI. It will focus on strategies for implementing new systems, processes and
technologies with an emphasis on minimizing resistance, frustration and optimizing employee adoption
of change. Speakers will focus on the key drivers of successful change management. Attendees will
be inspired by specific examples and best practices.
The situation does not improve and it is easy to become a soothsayer… Just say "and it will get worse" and it always comes true.
And on top of that, the specter of NIS-2 is roaming around Europe. Well, we got it.
You can already see the prayers … “God let us not fall there” materialized … if you look against the light.
Now what? Well, let's try to think and look for a solution (within ourselves)
AI will not drive big changes or projects! If so, then there is still a very long way to go to this reality. But how to ensure the successful implementation of increasingly complex changes? This lecture will provide an overview of the experience gained when working with people who are going through personal or work changes. The success of a project or change management in an organization would not be possible without proper communication. We will explore the reasons why people sometimes resist change, despite its clear benefits. We will focus on how to increase the chance of success in implementing the change.
Artificial intelligence has significantly changed the attitude towards automation and is transforming traditional approaches to development. The rapid development of low-code / no-code platforms in practice relieves IT of the previous "gatekeeping" function and enables rapid development with the help of AI. The democratization of AI tools is erasing barriers and opening up the possibilities of automating cognitive work for almost everyone. But this also brings risks that may not be apparent at first glance. We will show examples of the use of AI automation and the adaptation of artificial intelligence in organizations not only from a technical point of view, but above all from the point of view of change management.
Using artificial intelligence (AI) in projects can bring benefits as well as challenges. On the plus side, AI enables the automation of routine tasks, increases process efficiency and enables better use of data for decision-making. This leads to improved productivity, faster response to changes and greater ability to predict trends. However, the integration of AI brings several challenges such as ethical and legal issues regarding privacy and data protection, the lack of quality data for the proper functioning of AI, and the potential impact on the labor market and jobs due to the automation of certain activities.
There are opinions that the introduction of new AI applications will lead to the demise of some professions, the IT field and IT Service Management without exception. It is therefore appropriate to ask the question how AI will affect applications existing and many years of experience chiseled methods and procedures of design, planning, implementation and operating IT management systems? Is AI able to provide ITSM to consultants and managers effective help? Is, for example, AI capable of designing an ITSM process or value based on input data stream for a specific environment? Or perhaps no ITSM consultant or ITSM manager will be needed, because AI will manage the IT environment much better and more efficiently than humans? See area for example AIOps.
In this post, we will briefly summarize what AI is and summarize the articles that have already been on topic of the influence of AI on the future of the ITSM profession published. We will also ask the chatbot this question GPT-4. First of all, we will examine whether existing AI applications really show signs of being genuine intelligence, using several concrete examples in several AI tools. The goal of these demos will be provide some evidence for the claim that ITSM professions will not disappear, but will transform into one in such a way that they will require higher and more detailed professional knowledge than before. But only until before artificial general intelligence (AGI) becomes available.
We will focus on the places in the lying eight where AI has its representative. We will discuss topics that are very closely related to AI and DevOps. We randomly select, for example, the use of resources, people, sustainability, collaboration, speed and other interesting areas. Theory is needed, but live outputs from AI in practical examples can answer the question "Does it make sense?"
Peter's speech is about journey through major technological waves in the past, present time and future.
What they looked like? What they brought? What we as both Companies and Society lost with them? And what we as Managers could learn from them to make our decisions where to direct our focus, effort and assets more sound and future-proof?
Speech is based in "IT Project World Reality", but will bring also lessons learnt and surprising parallels from areas you may not find related from distant view.
Target audience covers both people responsible for IT Projects planning & delivery as well as people responsible for Companies IT Strategic vision(s), your open mind and critical thinking would be triggered.
WARNING: You may leave with more bugging questions in your head than you had before the presentation, so please attend on your own risk.
In the lecture, we will focus on the role and importance of project management in the context of dynamic changes that contemporary society is going through. We will consider what influences and challenges modern trends and technological innovations bring to the field of project management. Special emphasis will be placed on the transformation of the role of the project manager and its adaptation to new requirements. We will discuss how new technologies will change the work of not only project managers, but also entire teams. We will introduce current trends, visions and practical examples. You will get inspiration and an overview of how project management adapts to current challenges.