GenAI Capability Adoption – It’s Not Simply “Time to Make the Doughnuts”

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Presented by

Mike Kyffin, Head of Consultancy Services, SDI, Stephen Mann, Principal Analyst, ITSM.tools & Ikram Aslam, Sales Director, SymphonyAI

About this talk

Generative artificial intelligence (GenAI) offers many opportunities to improve IT service management (ITSM) and IT service desk operations and outcomes. However, GenAI’s success requires more than implementing the new technology. Instead, as with many technology changes, there’s a need for organizational change management (OCM) tools and techniques to facilitate what’s ultimately a change to the traditional ways of working, i.e. it’s a people change. Please join this SDI webinar with Ikram Aslam of SymphonyAI and Stephen Mann of ITSM.tools to learn the what, why, and how of successful GenAI adoption: • What GenAI offers to IT service desk operations, in particular • Why OCM is needed to make new GenAI capabilities successful • How the OCM guidance in ITIL 4 should be embedded within your organization’s GenAI adoption initiatives. ** In the spirit of holiday season, live attendees will (if they wish) receive a complimentary Krispy Kreme voucher to enjoy a doughnut. This is location dependant**
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit www.servicedeskinsitute.com