Michael Wilken

20th Annual Conference itSMF Czech Republic

About speaker

Solutions Architect

Michael Wilken is a long-time consultant and trainer in the international Enterprise Service Management field. He currently works as a Service Management Architect, supporting the successful implementation of cloud-based ITxM Enterprise Service Management processes with Xurrent. Previously, he headed IT Service and Asset Management at TÜV SÜD.


Agenda of the speaker

Beyond the Blame Game with ITxM

Thursday, January 29, 2026
Room: Multilingual stage
10:30 - 10:55
EN
Talk

How modern AI based solutions enable IT to unify teams and drive resilience. 

  • Reduce MTTR: Unified collaboration across IT, HR, and Finance cuts resolution time. Fiskars saw a 35% reduction via direct routing. 
  • Proactive updates via Status Pages deflect duplicate tickets and build trust. 
  • MTTI (Mean Time to Innocence): How AI filters 80% of noise, providing shared context to prove innocence and identify root causes instantly.

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