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:
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.
So my lecture on the topic of Model Factory will be about all that.
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.
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.
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.
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.
The lecture will provide insight into successful change management not only in information technology. It will focus on strategies for implementing new systems, processes and technologies with an emphasis on minimizing resistance and optimizing worker adaptation. The lecturer focuses on the key factors of successful change management, including effective communication, team engagement and creating a supportive environment for innovation. Participants will get practical tools for successful implementation of changes in the IT environment and will be able to be inspired by concrete examples and best practices.
