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.

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.

Beyond the Hype: Making Smart Decisions for ITSM

IT Support Outsourcing is at an inflection point, and there are no shortage of stumbling blocks to navigate. How do we clear these hurdles and journey towards successful IT Support Outsourcing relationships? It’s time to dissect and address the issues that can make or break the outsourcing experience. 

Leveraging over three decades of experience, Jeff Rumburg, Managing Partner of MetricNet, will dive into real-world case studies, analyzing these obstacles and providing practical solutions to overcome them. 

In this enlightening webcast, you’ll get to:

• Review the 11 major failure modes in IT outsourcing relationships and their impact on performance. 
• Unearth effective strategies to dodge these pitfalls and ensure a mutually beneficial outsourcing contract. 
• Learn how to establish a non-zero-sum perspective in an IT outsourcing contract, fostering a mindset of shared success. 

Don’t miss this opportunity to go beyond the surface-level challenges and dig into the root causes.

IT Support Outsourcing in 2026: Rising Above the Typical Challenges

Managed Service Providers face mounting pressure to adapt to rapid shifts in technology, increasing cyber threats and tightening demands around regulation and compliance. Making all of this more complex is the increasing role of artificial intelligence and living up to customer expectations in an “I want it now” world.

We’ll ask a panel of top MSPs which trends – including the role of AI in automation, constant cyber threats and the challenges posed by tool sprawl – they’re focused on as 2026 approaches.

Expect to hear how:

· AI can deliver ROI and make your MSP business more efficient.
· To tailor cybersecurity offerings for customers in an increasingly hostile environment.
· To scale your business by focusing on high-margin services, building strategic partnerships and automating operations.

How Top North American MSPs Are Navigating the Shifting Tech and Business Landscape

AI is both a technology that MSPs have to deliver and support for their customers as well as holding the potential to transform their own operations. There is a need to deliver AI solutions that are secure, meet compliance regulations and produce the anticipated productivity gains. 

Given those demands, how are MSPs reacting to AI and what potential does it have to positively transform the life of a managed service provider and their customers?

The MSP AI Journey: How AI is Impacting the World of MSPs

Is your IT support team struggling to meet performance goals? Without benchmarking, it’s impossible to know how you stack up against industry peers or where to focus improvement efforts. 

In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will demonstrate how to use benchmarking to identify performance gaps, set realistic goals, and implement actionable strategies for improvement. Attendees will learn how to leverage benchmarking data to achieve world-class IT support performance.

Benchmarking Your Way to World-Class IT Service and Support

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

Digital disruption and cybersecurity threats are fundamentally changing how businesses deliver IT services. Organizations must simultaneously protect their infrastructure, speed up innovation, and meet rising customer expectations - creating a complex balancing act for IT leaders who need to demonstrate clear business value while maintaining operational excellence.

The integration of ITIL4 and Agile methodologies provides a robust foundation for modern service delivery. This unified approach breaks down traditional barriers between development and operations, enabling teams to innovate rapidly while maintaining service quality. By combining ITIL4's structured governance with Agile's adaptive planning, organizations can create resilient IT services that evolve with business needs while keeping risks in check.

In this session, Maria Sansom (Digital Delivery Manager) delves into key concepts, such as continuous improvement and adaptive planning and explores how combining ITIL4 and Agile can drive efficiency, boost innovation and supercharge value creation. 

Key takeaways:
- Understand Synergies: Learn how ITIL4 and Agile practices complement each other to enhance digital delivery.
- Implementation Insights: Gain practical strategies for integrating ITIL4 and Agile in your organization.
- Overcome Challenges: Discover common challenges and effective solutions for implementing these methodologies.
- Measure Success: Learn how to measure the success of ITIL4 and Agile practices in driving operational excellence.
- Customer-Centric Approach: Understand the importance of customer-centricity in optimizing digital delivery.


About the Speaker
With a decade of experience in the telecommunications industry, Maria Sansom is an ITIL4 Master and Prince2 Agile certified professional. They bring five years of expertise in Service Management, ensuring efficient and effective service delivery.

Next-Gen Service Delivery: The ITIL4 and Agile Formula

To drive efficiency with ITSM, companies should understand the components needed to manage their current and future digital technology estate. While this may sound simple, there are significant pressures on digital technology platforms on top of governance requirements and time allotted for incident resolution. As they say, “the devil is in the detail.” 

Companies must consider the complexity within their service management system as well as their incident response and resolution plans when considering ITSM goals. 

This webinar will challenge your understanding of good ITSM practices and focus on the key concerns to driving efficiency with ITSM, by asking companies: 
1) What are the efficiency challenges your organization should focus on? 
2) Why should you prioritize the drivers for efficiency? 
3) How can operational resilience compliance assist you in meeting the key challenges?  

Tune into this session presented by operational resilience expert Steve Yates, as he explores ITSM challenges and covers the importance of this function and its criticality within compliance. 

By the end of the session, you will be able to:
- Form an understanding of the challenges facing efficiency for ITSM.
- Consider the challenges within ITSM you should consider for prioritizing efficiency.
- Be aware of why operational resilience should be a key operational requirement.

Why is ITSM so Critical for Operational Resilience?

What does it take to build a service desk that consistently delivers exceptional performance? 

In this webcast, industry thought leader Jeff Rumburg will share insights from MetricNet’s database of top-performing service desks. He’ll discuss the key drivers of success, including workforce management, technology investments, and leadership practices. Attendees will learn actionable strategies to elevate their service desk performance and benchmark against the best in the industry.

How to Build a High-Performance Service Desk: Lessons from the Best

How can IT organizations provide great employee and customer experiences using ITSM principles? By ensuring they provide a solid and reliable system and application environment. ITSM promises to get you there, but many organizations stop after some basic practices because it gets too hard or labor intensive.

Using AI and automation both within ITSM management suites and to integrate other tools in the environment makes it a lot easier to succeed by being able to leverage the reams of data available from monitoring, security and other tools. However, you still need a business-oriented plan and an ITSM operating model that gets you there. 

This session from Influencer Phyllis Drucker will demonstrate how to use AI or automation to deliver the ITSM foundational items needs and a solid operating model that sustains a human-focused operational approach.

Kicking ITSM Up a Notch With AI And Automation

Service delivery is at a breaking point. Every day, headlines scream about another major outage or security breach, while stakeholder demands and system complexities skyrocket. IT leaders are at a crossroads: how can they navigate these challenges and come out on top?

Join Jeffrey Tefertiller - Founder of Service Management Leadership for this session to dive into the game-changing potential of artificial intelligence, machine learning, and intelligent automation. Discover how these technologies can be seamlessly integrated into your existing systems to exceed stakeholder expectations and explore practical strategies for incorporating these powerful enablers, focusing on the right timing and methods to maximize impact. 

Key Takeaways:
- Grasp the current landscape of service delivery challenges.
- Gain actionable strategies for integrating AI and intelligent automation.
- Understand the benefits of these technologies in enhancing stakeholder value.
- Learn the optimal timing and methods for successful implementation.

The C-Suite Blueprint: Solving Service Delivery Challenges with AI and Intelligent Automation

Are you prepared for the future of IT support? Emerging technologies and shifting customer expectations are reshaping the industry. 

In this webcast, industry thought leader Jeff Rumburg will explore the trends and predictions that will define IT support in 2025. He’ll discuss AI, automation, remote support, and other innovations that are transforming the landscape. Attendees will learn how to stay ahead of the curve and position their organizations for success in the years to come.

The Future of IT Support: Trends and Predictions for 2025

Join Jeff Rumburg, Co-Founder and Managing Partner at MetricNet, as he explores how AI is revolutionizing IT service management. Using case study examples, Jeff will share practical insights on how these technologies have driven significant improvements in service delivery, focusing on measurable outcomes such as reduced ticket volumes, improved resolution times, and enhanced customer satisfaction.

Attendees Will Learn:
- Real-world examples of AI integration within IT service management and the measurable benefits achieved.
- Practical strategies for implementing AI technologies to optimize IT service operations.
- Metrics and KPIs critical for evaluating the success of AI integrations in IT services.

Enhance IT Service Management with AI: Proven Strategies and Metrics for Success

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

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

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

Whenever your organization creates and delivers mobile applications to either employees or customers, they are essentially also delivering a blueprint for bad actors to access your organization’s sensitive data.

As an application owner or product manager, you most likely are aware of the concept of DevSecOps and may have already implemented some best practices to build security into the applications you ship. At the same time, you might be wondering if you are devoting too much—or not enough—time to build security in your CI/CD life cycle, and you may not know which practices are actually the “best” practices.

This webinar describes the existing threat and security landscape and explores how you can take advantage of the latest DevSecOps trends to build security into your mobile applications directly, quickly and easily.

DevSecOps trends and the CI/CD lifecycle: Which practices are best practices?

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

AI Security in ITSM: AI Powered Systems & Closing Gaps in Vulnerabilities

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

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Leveraging AI in DevOps and IT Service Management

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