Akshay Anand is a seasoned ITSM professional with over 20 years of experience delivering projects and running service management teams across India, the UK, and the US. Recently, he served as a Lead Architect and author for the ITIL 4 body of knowledge and was the Product Ambassador for ITIL 4 from 2018 to 2021. He is a Solutions Engineer at Atlassian working across Sales, Product Development, and Product Marketing to promote solutions based on Jira Service Management.
ITSM is at a crossroads. Once the gold standard for managing IT services, it’s now often seen as a compliance-heavy burden, misaligned with the speed and expectations of today’s digital organisations. In this session, we’ll explore how ITSM can evolve to remain relevant and impactful. It offers practical, forward-looking approaches that align better with modern workflows, agile teams, and user-centric design.