With 18 years of experience in Information Technology, David is renowned for his expertise in the ServiceNow platform. Over the last 12 years, he has devoted his skills to mastering ServiceNow. For the past 5 years, David has played a crucial role in ServiceNow Customer Outcomes as a Senior Principal Platform Architect. His commitment to excellence is emphasized by his recognition as a Certified Master Architect. David's career has been characterized by a passion for leveraging technology to enhance organizational efficiency. As a speaker, he brings a wealth of knowledge, providing valuable insights into the ServiceNow platform and the utilization of AI.
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.