IT Operations Excellence and Transformation Summit

Artificial intelligence continues to promise transformative change for organizations — and IT Service Management (ITSM) is no exception. AI-powered automation, conversational assistants, intelligent analytics, and agentic AI are reshaping how service desks operate and how enterprises deliver value. Yet, amid the rapid evolution of AI solutions and growing pressure to “just do something,” many organizations risk investing in technology that doesn’t truly solve their business challenges. Technology alone rarely delivers success — thoughtful strategy and alignment do.

This session will demystify AI adoption within ITSM by exploring five critical steps for making sound, informed decisions about AI-enabled tools and capabilities.
1. How to define overarching goals
2. Conduct a meaningful SWOT analysis.
3. Develop an AI strategy.
4. Establish sound evaluation criteria.
5. Build a compelling business case for adoption.

Attendees will gain practical insights for integrating AI with ITSM to enhance service delivery, innovation, and long-term business value. We’ll also address the cautions that organizations must keep in view — from poor data governance and weak processes to the lack of an overall ITSM strategy.

Whether your organization is beginning its AI journey or refining its approach, this session will help you move beyond the hype and make AI work for your ITSM environment, not the other way around.