Name: Choosing the right ITSM software in 2024
Start: 2024-07-02T13:00:00Z
End: 2024-07-02T13:00:49.000Z
Location: BrightTALK
Rating: 0

Agentic service management solution to modernize ITSM and enterprise workflows, driving efficiency and productivity. Learn more at https://www.atomicwork.com

IT support teams are always on.

They respond fast, stay calm under pressure, and solve problems before most people even notice them. But what happens when the people behind the tickets are the ones who need support?

In this conversation, Paul Brandvold—ITSM expert, speaker, and people-first leader—joins us to talk about the emotional load of support work, the problem with "resilience culture," and why most workplace wellness programs don’t reach support teams.

Hosted by Riya Sebastian, this session covers:

- The hidden signs of burnout in IT support
- Why resilience can become a risk
- How leaders can build cultures that actually support support teams
- What needs to change in the way we talk about mental health in IT

This is not a product pitch. It’s a conversation we’ve waited too long to have.

The Mental Health conversation IT support teams have been waiting for | Paul Brandvold

Is agentic AI hype—or is it already transforming IT?

In this SDI webinar, Sajeesh Sahadean from Atomicwork joins Dave to explore how AI agents are reshaping service management. From debunking myths to sharing insights from Atomicwork’s AI adoption research, Sajeesh breaks it down—then shows it in action.

Watch the live demo of Atom, Atomicwork’s Universal Agent, solving real IT problems with voice, vision, and reasoning. You’ll also get a glimpse into the future with Computer Use Agents—AI that can take action on your screen.

Perfect for IT leaders and teams ready to move beyond buzzwords.

AI Agents for IT: Real-world impact + Live demo from Atomicwork

We just launched the Universal Agent—Atomicwork's AI Assistant that employees can use in their flow of work—right inside the browser, Slack, Teams, email, and more. This is more than just a feature launch; we're rethinking how IT support should work.

The Universal Agent sees your screen, hears your voice, and understands on-screen context to take action, eliminating the need for tickets or manual troubleshooting.

But what does it really take to move from a reactive help desk to proactive, multimodal AI support?

In this session, we’ll walk through the decisions, trade-offs, and breakthroughs that shaped the Universal Agent directly from our engineers. What worked, what didn’t, and what we learned along the way. Tune in!

Building the Universal Agent: From Vision to Reality

In this exclusive episode of Atomic Conversation, Sangeeta Roy, VP of Digital Work Experience at Zuora, sits down with our Chief Business Officer, Lenin Gali, to explore how AI is redefining the way enterprises operate.  

From the growing influence of agentic AI to the evolving nature of ITSM, they discuss how businesses can move beyond automation and into intelligent, proactive service management.  

With Zuora’s partnership with Atomicwork, the conversation also dives into the impact of AI-driven ITSM on enterprise productivity, efficiency, and decision-making.

Agentic AI, Evolving Nature of ITSM, & More | ft. Sangeeta Roy VP of Digital Work Experience, Zuora

IT teams today are stuck in a cycle of inefficiency. Employees struggle with broken experiences, fragmented tech stacks, and constant context switching just to get basic IT support. Meanwhile, IT teams are drowning in repetitive requests, leaving little time for strategic work. 

 In this webinar with SDI, Krishna Pramod explores how Atomicwork solves these key IT challenges by: 

- Providing a single, integrated solution for employees to access knowledge, support, and services, eliminating the need to navigate multiple tools and platforms. 

- Leveraging AI-powered automation to handle mundane tasks, freeing up human agents to focus on strategic business outcomes. 

- Offering a modern ITSM stack with intelligent workflows that prioritize enterprise security and compliance. 

 

Krishna covers these aspects to establish how work can be done smarter.

Leveraging Agentic Service Management to transform ITSM

Atomicwork, ITSM.tools, and ITIL (by PeopleCert) conducted a global study involving IT professionals and published the findings in the 'State of AI in IT 2025' report.

In this webinar, Sajeesh Sahadevan from Atomicwork, Stephen Mann from ITSM.tools, and Roman Jouravlev from ITIL (by PeopleCert) discuss the report findings and actionable insights to help with your 2025 technology strategy.

Related assets:

2025 report download page:
https://www.atomicwork.com/reports/state-of-ai-in-it-2025

2024 report insights:
https://www.atomicwork.com/reports/state-of-ai-in-it-2024

State of AI in ITSM correlations:
https://itsm.tools/ai-itsm-correlations/

How IT leaders can leverage AI for their 2025 technology strategy:
https://www.atomicwork.com/blog/it-ai-strategy

State of AI in IT Custom GPT to have a "conversation" with the 2025 report data:
https://chatgpt.com/g/g-6750334bf91c8191b64195d88b1c4715-state-of-ai-in-it-2025

State of AI in IT 2025

GenAI chatbots will soon be a thing of the past. AI agents for ITSM can not only fetch information from your knowledge base but talk to other systems like your CRM, SSO, IdP, HRMS, and more to perform tasks like password reset and app provisioning without requiring human agents.

This will amplify the productivity for both IT and end users. IT will also reduce support costs and help your IT organization scale without increasing headcount.

Join us for this webinar to understand the what, why, and how of AI agents for IT support and to prepare yourself for an AI-powered future.

Agentic Service Management 101 – Getting started with AI agents for ITSM professionals

The shift from siloed ITSM (IT Service Management) to ESM (Enterprise Service Management) has been gradually happening across organizations for over a decade. Most organizations still take a tools-first approach rather than a value-stream approach and miss the point of the transformation.

True ESM needs to focus on the outcome and the value for the people involved. And the introduction of AI in ITSM and ESM – especially GenAI and Agentic AI – is starting to solve many of the tools' limitations.

Doug Tedder, Principal at Tedder Consulting LLC, will discuss how to get the first principles right and make the transition from ITSM to ESM in the context of AI.

Going from ITSM to ESM in an AI-powered world

Atomicwork has been building an AI-first platform for modern service management. Atom, the AI assistant provides employees with a one-stop support experience – right from answering questions to requesting assistance from IT, HR, Finance, etc. when required.

At a time when all SaaS products are including their own AI assistant, what does it take to build a centralized assistant that talks to all of these products?

Kiran Darisi, CTO at Atomicwork, will break down his learnings from building an AI-first architecture and platform and building Atom.

Building an AI Assistant for the Enterprise

At Atomicwork, we invest heavily in R&D to create value for IT organizations. A big part of the research revolves around AI, especially adopting and using it responsibly.

Aparna Chugh leads Product Management at Atomicwork and has devised a framework for responsible AI called the TRUST Framework. In this session, she will unpack each of its tenets and share practical examples to help with your plans around AI adoption.

Adopting responsible AI with the TRUST framework

Enterprise workflows have traditionally been rigid. You string together a few if-then rules and the more sophisticated the workflow becomes, the more complicated it gets. Besides, you also have to account for all the edge cases or add them as you encounter them.

Generative AI is now set to completely transform enterprise workflows across IT, HR, Finance, Legal, etc. In contrast to traditional workflows, AI workflows are intent-based, self-learning and can automate processes that previously required human-in-the-loop.

Join us as Shankar Ganesh, Product Lead at Atomicwork discusses how AI-powered workflows look like in practice. Shankar will share examples to illustrate several use cases where you can deploy AI-powered workflows in your enterprise and see immediate results.

Transforming enterprise workflow automation in an AI-powered world

IT professionals often need to be on call 24/7 and face rhetoric like “If you can’t handle the stress, you don’t belong here.”

Daniel Breston has been a passionate advocate for removing the stigma of mental health issues in IT. He'll break down the different types of mental health issues, how IT leaders can spot them, and what they can do to create a psychologically safe environment for their team.

Prioritizing Mental Health in IT

Atomicwork was recently on SDI Demo Day focused on 'Contactless ITSM Tools'. Aparna Chugh, Head of Product at Atomicwork gave the community members a detailed product walkthrough.

Aparna covered the platform's capabilities and how IT organizations can modernize service management with AI.

Check the 'Attachments' tab to schedule a deep-dive demo for your IT organization.

[VIDEO] Atomicwork Demo – Modern Service Management

The integration of Artificial Intelligence (AI) in IT support and IT Service Management (ITSM) is already beginning to transform the industry. This webinar will explore the ways humans and AI can collaborate to enhance IT support and service management, focusing on the benefits, challenges, and future trends, and aims to provide insights into how to strategically implement AI in ITSM while addressing the associated challenges and preparing for future advancements.

Join us for an in-depth discussion on the future of IT support and IT service management, where humans and AI work together to create a more efficient and responsive IT environment.

Check the 'Attachments' tab to download the "State of AI in IT" report that Roy mentioned during the session.

Workplace Harmony: How AI and Humans Can Work Together

In this conversation, Sajeesh Sahadevan from Atomicwork speaks with Charles Araujo, the publisher of The DX Report, and the founder of The Institute for Digital Transformation. 

They discuss the different types of AI in ITSM and IT, the applications of AI in cybersecurity, strategies for implementing AI in IT organizations, the distinction between product-based AI and AI products, deploying AI to end users, and the future of AI in IT organizations. 

Charlie busts a ton of myths around AI in IT and also shares insights on IT organizations that are doing AI right.

After the hype – Pragmatic AI strategies for IT leaders

This is part 2 of the State of AI in IT, 2024 discussion between Sajeesh Sahadevan, Stephen Mann, and Alan Berkson. 

If you haven’t watched part 1, you might want to go over it here: https://www.brighttalk.com/webcast/20429/616594?utm_source=TBD&utm_medium=brighttalk&utm_campaign=616594

Download the full report at https://bit.ly/3x5n6ib

State of AI in IT, 2024 | Part 2

What is the state of AI in IT? We surveyed IT leaders, professionals, and end users to understand where organizations are in their AI adoption in IT.

Download the full report at https://bit.ly/3wOBwn0

In this video, Sajeesh Sahadevan from Atomicwork speaks to Stephen Mann, Principal Analyst and Content Director at ITSM.tools, and Alan Berkson, Founder of Intelligent Group and a technology pioneer, entrepreneur, angel investor, and startup adviser.

State of AI in IT, 2024 | Part 1

“You can’t get fired for buying ServiceNow”
— Ancient IT proverb

What started as general IT wisdom has now become a convenient excuse to skip market research while buying ITSM software.

If you're looking to get a new ITSM platform in 2024, your timing couldn't have been better. Instead of settling for a legacy solution (with bolted-on AI), you can evaluate your options for their fundamental approach to ITSM. 

ITSM solutions of the future will have AI built in from the ground up. And the IT and end-user experience will not just be incrementally better from legacy solutions, but radically different.

BONUS: Get a comprehensive guide to evaluating ITSM platforms to make the process less daunting. 

Download your copy of the ITSM Software Buyer's Guide here:
https://bit.ly/3RBNRSI

Choosing the right ITSM software in 2024

ITSM

ITSM Software

ITSM Tools

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Choosing the right ITSM software in 2024

Presented by

About this talk

Atomicwork