IT Operations Excellence and Transformation Summit

As AI reshapes IT service management, leaders need evidence-based insights to justify investments and drive adoption. In this webcast, Jeff Rumburg, Managing Partner of MetricNet, draws from more than 30 years of industry experience and MetricNet's global benchmarking database to explore the ROI of AI in ITSM.

Through real-world case studies of successful AI implementations, attendees will discover how AI can reduce cost per contact by up to 30%, improve first contact resolution by over 10%, and increase self-service adoption by more than 140% — all based on performance data from more than 150 organizations. Jeff will outline a methodology for calculating the ROI of AI, while highlighting challenges and strategies from organizations such as a major managed service provider that used advanced AI to secure multimillion-dollar contracts and an IT cooperative that achieved over 200% ROI through enhanced self-help. He will also provide a practical roadmap for integrating AI to boost efficiency, improve quality, and reduce cycle times while minimizing risks in IT operations.