IT service management forms the backbone of any forward looking IT infrastructure.  Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.

The hype about AI is everywhere, and organizations are rushing to buy and use AI-powered tools and technologies. But where can the powers of AI and automation do the most good and provide tangible improvements? Is AI going to wind up being just another “shiny new thing” that fails to live up to the marketing promises, or will it make substantial improvements in the working lives of IT service consumers? 

One surefire way to make sure you are getting results that make a real difference is to know where speed and ease matter most. (Hint: Not everything has to be fast to be better.) Gathering and analyzing experience data from your service consumers and acting on what they tell you—in other words, being data-driven—takes the guesswork out of bringing new technologies into your toolkit. 

Key takeaways: 
- Why experience goes far beyond the legacy satisfaction data. 
- The consequences of inside-out thinking and how experience data helps avoid it.
- Making your investment in AI-powered tools produce the best results and better ROI. 
 
About the speaker
Roy Atkinson serves as CEO and Principal Advisor for award-winning advisory firm Clifton Butterfield, LLC, and is a Top 10 Thought Leader in both IT Strategy and IT Operations, according to Thinkers360. He is a certified Experience Champion and certified ITXM Professional. He has written and spoken extensively on the topic of AI in ITSM.

The Future of ITSM: Using Experience Data to Dial-In AI and Automation

Is the Service Portal dead? If you think it is, this session is for you!

We’ll look at the impact of AI and other emerging technologies on human-centered support design, focusing on the service portal. This session covers the foundational elements of building a human-centered service experience and how emerging trends will impact that design.

Key topics and takeaways include:
- Designing the service portal as a contact channel in an omnichannel support design.
- Information and application center.
- Entry for walk-up services.
- True self-service (vs. just logging a ticket).
- Replacement for the corporate intranet.
- A dive into the ways generative AI changes knowledge management and the service portal.
- A look at the self-service experience of the future: Will it happen in the portal? What replaces the portal if it doesn’t?

As participants will learn, until tools mature beyond the service portal, it will always need to be built. Learn how to build it from an expert in the field who focuses on the human experience, designing portals customers love!

About the Speaker
Phyllis Drucker, the 2023 HDI Lifetime Achievement Award winner, is a service management and leadership expert with over 20 years of experience in Business/IT Strategy, enterprise service management, governance, customer service, and support. She is an expert in Service Management tool design, including the service portal and service request catalog, HR automation, leadership, and team building. Her specialty is looking at innovative approaches to how people work that use today’s digital solutions: taking advantage of technological advances to transform how service and support are delivered.

The Service Portal Reimagined: AI, Human Design, and Beyond

Individual processes and practices are easy. There I said it. 

Standing alone, Incident Management, Change Enablement, Problem Management et al can improve quickly. After an initial spurt of improvement, pretty soon you are living with marginal gains but still missing real opportunities. 

The interfaces between the processes and their associated the value chains are the real future of service management. 

This presentation will show you how to manage key interfaces and the opportunities that presents to your stakeholders.

Service Integration and Management – The Key to Enterprise Transformation

The evolution of IT service management (ITSM) stands at a crucial juncture, shaped profoundly by the rapid advancements in artificial intelligence (AI), network operations (NetOps), and security operations (SecOps). 

This presentation delves into the transformative impacts of these technologies on ITSM, forecasting a future where ITSM not only adapts but thrives in the complexity of modern digital ecosystems.

The Once and Future ITSM

Explore the transformative role of AI metrics in IT service and support with AI-Driven Success: Metrics That Matter. Jeff Rumburg delves into the critical AI metrics that are reshaping the landscape of IT service management. This session provides a comprehensive look at how these metrics not only enhance operational efficiency but also drive success in the era of AI.

Key Takeaways:
- Deep dive into essential AI metrics for IT service success.
- Strategies for implementing and interpreting AI metrics effectively.
- Insights from real-world case studies of AI-driven service improvements.
- Future trends in AI metrics and staying ahead in the IT industry.

This presentation is tailored for IT professionals aiming to harness AI for superior service delivery and operational excellence.

AI-Driven Success: Metrics That Matter

Most organizations are busy improving or transforming their IT operating model by introducing new ways of working (e.g. DevOps, ITIL 4, Lean Portfolio Management) and modernizing their IT management tool chain (e.g. DevOps tool chain, ITSM platforms, AIOps / Observability tools, CICD pipeline, etc.). 

But despite all our efforts we are still not in control! We lack transparency and traceability across our value streams, the CMDB is not up-to-date, we don't what applications we have, or what cloud resources are used. We have siloed teams and fragmented processes. We have no control on value, risk and costs. 

This is all due to fact that we miss the most important ingredient as part of our ITSM approach: DATA 

Data is the fuel for your IT service management processes. Without a solid data foundation (and common data model) your IT organization will run slow at pace, inability to take the right decisions, frictions, inability to automate IT processes, longer lead time for resolving incidents, and so on. 

ITSM data is for example about service / application portfolio, service catalogue, enterprise architecture and the CMDB, but also about all activities e.g. epics, features, changes, incidents, service requests, vulnerabilities as well as contracts, licenses, and so. 

This presentation will explain how a DATA DRIVEN approach to ITSM can deliver better value, safer and sooner, while optimizing user experience. By taking a data driven approach the system can be fixed and revolutionize the way the IT operates.

About the Speaker
Rob Akershoek is senior IT Management / DevOps architect at DXC and Co-Chair of the IT4IT Forum within The Open Group. He helps IT organizations to transform to become a lean and agile service provider, ready to manage the new digital ecosystem consisting of a hybrid cloud and multi-vendor sourcing landscape.

Data Driven ITSM- A New Approach to Manage Digital

AI and automation support ITSM by optimizing high-volume processes for better and more consistent outcomes, delivered faster, at a lower cost. Key challenges in unlocking these technologies are:

Identifying and prioritizing opportunities
Documenting the current state (as-is)
Finding or generating data for modeling and designing the to-be state
Validation, change management and deployment
Benefit realization rate analysis
Process Intelligence, which automatically creates transparency around digital processes, bridges many of these key gaps reducing the risk of AI and automation projects and most importantly, provides a mechanism for systematically scaling such efforts, including providing evidence of the high ROI achieved. It is therefore an essential tool for unlocking the fly wheel required to succeed with digital transformation.

Join us for this session to learn how Skan’s Process Intelligence can be used for a systematic approach to succeeding and scaling AI and automation in ITSM.

Process Intelligence unlocks the potential of AI and automation in ITSM

More and more IT organizations are using AI/ML in their IT Service Management landscape. Think about: self-service using virtual assistants, AIOps, ChatOps, Service failure prediction, automated remediation, etc. But how mature are these AI capabilities for ITSM? What is possible today? Where to start? What is coming next? 

This presentation is about how Artificial Intelligence and Machine Learning can be used in your IT value streams, supporting your ITSM and DevOps transformation activities. 

Learn how you can leverage AI/ML in your IT organization to streamline and automate IT activities. 

Key questions discussed in this presentation:

-How does AI/ML fit into your overall IT service management landscape (of processes and tools)?
-What AI/ML features are currently available to support your IT value streams?
-How can you benefit from AI/ML?
-Where to start the AI journey in your IT organization? 
-What are the future developments and trends of applying AI/ML in DevOps and ITSM?

Leveraging AI in DevOps and IT Service Management

Globe Telecom has been a leader in enterprise digital transformation since 2014, realizing clear benefits in the area of adaptive infrastructure to drive business agility at scale.  This webinar will talk how Globe and Cascadeo works with its customers to achieve similar success, and how AI-Assisted operations leads to reduced human operational workload, downtime, tooling, and expense. This is achieved through our AIOps solution, cascadeo.io , an IT service intelligence platform, with data analytics at its core, covering all major public cloud platforms.

Accelerating Service Management Automation via Next Gen AI-Assisted Operations

The modern worker expects a flawless digital experience while working from the office, home, anywhere — nearly a third of employees have changed jobs due to poorly performing workplace systems and technology.

While employee retention becomes a key corporate objective, IT operations are increasingly blind to the performance of modern applications: 42% of users report performance issues with SaaS solutions, but 39% escape detection by existing monitoring tools.*
What’s changed? Modern, cloud-powered applications redefine app delivery by accelerating the adoption of cloud-powered security, access and networking with SASE, SWG, CASB and SD WAN that both enable and impact a distributed workforce.

This session will explore how essential cloud technologies are creating this new visibility gap by illustrating it with live examples from global-scale enterprise networks in manufacturing, retail and eCommerce verticals.

Learn how visibility can be reestablished across this new digital infrastructure by combining agentless real user monitoring with AI-enabled synthetic testing. See how correlating the dynamic traffic path with user-centric performance metrics reveals the digital employee experience, and empowers IT operations to optimise it.

The live demonstrations in this session will be based on real-time data collected from over 100 global locations and over a billion daily user transactions.

[* Statistics from NTT Global Services report 2021, ESG insights, EMA, Digital Enterprise Journal and Workfront 2021]

Gain 360° Visibility for Modern App Performance: Deliver an Amazing UX

Over the last year a lot has happened in the world.  COVID, although central and heavily impacting all of our lives in one way or another, is  unfortunately not the only virus that has been a topic of conversation.  In the last year the focus has shifted to bring the attention on cyber security and the impact of vulnerabilities in the software and systems many organizations often considered were secure.  The President of United States’ executive order on cyber security has fanned the flame to push for greater measures to protect against threats and mitigate vulnerabilities more effectively.  In this talk we will explore recent reported vulnerabilities, some of the advancements being developed in the open source community and how a focus on the Sec in DevSecOps can help your organization through more effective processes and best practices in your SDLC.

Next Gen DevSecOps: The Criticality of Software Supply Chain Security in SDLC

Today organizations and businesses’ operations depend on technology to achieve optimal levels of productivity and efficiency and drive world-class business outcomes and superior success. ITSM solutions are crucial to ensure regulatory compliance and create a security perimeter that can protect data and users everywhere in the cloud, without introducing friction to the business. We bring our deep IT industry and functional expertise and a range of perspectives to illustrate how to design and deliver ITSM solutions that unlock the full potential of remote work and modern cloud-based solutions.
ITSM systems are essential to:

• GENERATE BUSINESS VALUE FROM A SINGLE PANE OF GLASS
Bring all applications, systems, and third-party solutions together and unify their management and optimization to deliver more value and meet customer needs and business requirements.

• ALIGN IT AND BUSINESS TO CONNECT EMPLOYEES, CUSTOMERS, AND EXTERNAL PROVIDERS
Deliver company-wide service transparency and efficiency to turn best-practice ITSM principles into strategic value while making business more efficient, compliant, and secure. 

Join us to learn about the challenges and benefits of using ITSM systems to:

• Manage Enterprise Connectivity and SASE solutions to modernize the networking infrastructure and support a remote workforce
• Use SASE and Zero Trust solutions, platforms and frameworks to sustain the evolution of workforce security and productivity
• Protect and secure the North-South traffic and improve security, lower costs, and simplify operations
• Monitor the main metrics needed to guide the delivery of enterprise-grade services
• Adopt a Zero Trust Security approach to secure the Digital Edge delivers world-class Employee Experiences and User Experiences

Managing Networking and Connectivity

With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM+ by embracing cognitive AI, Robotic Process Automation and Conversational Experience, which promise to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction.
 
In this talk, we will start by drawing the Service Desk Journey, from Help Desk to Today's Segregated Service Desk, highlighting business and operational challenges affecting Employees, Customers and Service Desk Service Agents. We will then introduce the new paradigm shift of ITSM+, and present in great details the a novel five-layer reference architecture. We will walk the audience through each of the comprising layers and conclude with how to get started in this disruptive digital transformation.

How to Implement an AI Service Desk for Enterprise IT

Service management frameworks all tell us of the importance of service value. But how do we measure that value? And how do we use those measurements to manage our services? In this presentation, we look at service value in the context of service systems. A typology of service values is described. We recommend metrics for measuring each type of service value. Finally, we look at who uses those measurements and how they contribute to managing services.

Measuring Service Value

Among the many factors that continue to drive change in today’s ever-evolving business landscape, two stand out: digital transformation and COVID-19. With COVID-19, IT organizations and service management teams are shifting priorities. The challenges with supporting remote workforces suddenly changed, resulting in new mandatory requirements for an agile, flexible, yet resilient approach to delivering better employee experiences while trying to maintain business growth.
 
Digital interactions are the new norm, where large populations of remote workers require support services by IT services. The best modern support experiences leverage AI and hyperautomation to give employees a personalized and frictionless experience across all channels. Scaling service experience with self-help AI-driven resolutions and end-to-end automation to augment business tasks, actions, and workflows are the key to accelerating business transformation.

Why Digital Transformation Matters for Improved Employee Experience

“We need to be, and remain, fluid in the way we approach change beyond digital transformation!”

So many understand and experience innovation differently. Creating something new often means living on the outside edge. However, it’s often when you’re on the ‘IN’side that your curiosity and detective work opens up depths to new paths you didn’t know existed. Mostly, we only skim the surface of innovation’s potential. Do you want to ‘dunk’ under the surface or submerse yourself?

Let’s briefly explore the thinking, context and abilities that develop from being IN on Innovation and the maturing relationships between frameworks and their impact on humanising IT.

Being IN on Innovation - An art, a science, a mindset!

ITSM solutions to capture the full benefits of today’s hybrid working models and geographically distributed teams.

Organizations are shaping — and being shaped by — today’s shift to remote working, and hybrid work models that combine remote and onsite work are rapidly becoming the dominant ones the world over. Rapidly evolving online collaborative platforms bring geographically-distributed teams together, anytime, anywhere. Remote working creates significant new challenges for organizations that now need to protect cloud-based data, users, applications, and infrastructure on modern collaborative working platforms.

In this seminar, a panel of experienced professionals demonstrates how to combine ITSM with ESM (Enterprise Service Management) and SIAM (Service Integration & Management) capabilities to ensure the continuous delivery of the mission-critical managed services to securely connect users, applications, and data the world over.

• Deliver reliable, high-availability network and security solutions to embrace the Zero Trust Network Access (ZTNA) and Secure Access Service Edge (SASE) frameworks to converge networking and security into the cloud, and serve the needs of global customers
• Manage Accelerated, Flexible DevOps Pipelines with Modern Enterprise IT Service Management automation 
• Collaborate through SIAM across regions 
• Complete integration of external suppliers and service providers
• Orchestrate Multi-Provider Management with Advanced Service Integration & Management (SIAM) to support dynamic sourcing model
• Leverage ITSM to provide the automation, cloud-scale, and intrinsic security needed to connect

THE COMPLETE SERVICE MANAGEMENT PLATFORM at the convergence of ITSM and DevOps

Inside ITIL® 4 – the Digital Perspective

[Panel] How ITSM Can Drive and Deliver Digital Transformation

Improve your continual improvement with a maturity model

Futureproof Your IT Service & Help Desk with AI

Service Blueprinting: A Design Technique for NextGen Customer Service Innovation

3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm

Unifying ITSM Solutions to Employee Expectations

What's Needed to Build the Next Generation of IT Service Desks?

Metrics and Monitoring for Service Desks and Help Desks

Effective Dev/Ops Strategies

[Panel] What Does the Future of ITSM Hold?

The anatomy of the future service desk

Dev + Ops + Sec = A better business

Accelerate velocity & boost stability with AIpowered Change & Release Management

Conversational RPA Drives Exceptional Experience

A 20/20 Look at ITSM in 2020

The Need for Multimodal Service Management

The New Age of IT Service Management 2020

HDI conducts comprehensive annual research on almost every aspect of the service desk, from hiring, staffing, and salaries to metrics, frameworks, and technologies. This webinar will explore not only the statistics around the service desk, but what they mean in terms of industry trends and changes. How successful has the “do more with less” approach been? Are service desks hiring, or reducing staff? Is the workload shrinking or growing? What are the top metrics being gathered, and what do they mean? 

Attendees will learn:

- What do service desks consider “must-have” technologies for supporting customers/users?
- What contact channels are being used by customers to get support and request services?
- What percentage of organizations are hiring for expansion of the service desk?
- Which frameworks and methodologies are being used?
- What are some areas where improvement is needed?


HDI&#39;s 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI&#39;s in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. 

Follow him on Twitter @RoyAtkinson

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