Earn a Digital Badge per course
Complete both courses & log 7 CPDs
Free for PeopleCert Plus members only
What’s on the agenda
Session 2 Schedule
  • 14:00 - 14:05 | Introduction
  • 14:05 - 14:25 | BMC - Jamie Swales
    The Future of Service Management
    Join us as we provide a perspective on key trends
    that are shaping the future of Service Management.
    Learn how BMC Helix’s Agentic AI strategy is providing an amazing opportunity
    for Service Management professionals to bring a new value proposition to the business
    and to enhance productivity and user experiences like never before.

  • 14:30 - 14:50 | Invgate - Matt Beran
    Complex doesn’t need to be complicated
    See first-hand examples of how modern service management software
    simplifies service delivery, streamlines workflows, and enhances IT operations.
  • 14:55 - 15:15 | Central IT - Vinicius Gravito (Vinny)
    Generating Value using ITIL4, Digital Transformation, and AI for Supreme Court
    Faced with the organizational and operational challenges of the Brazilian Justice
    Supreme Court, find out how the ITIL 4 implementation became the great Digital
    Transformation orchestrator and support for the Artificial Intelligence use.
  • 15:20 - 15:40 | Atlassian - Nadeem Ather
    AI in Service Management:
    New Data Separates Hype vs Reality

    The buzz around AI is undeniable, but how is it truly impacting ITSM? AI is no longer
    a futuristic concept; it’s a present-day reality. Whether you're just starting your
    AI journey or looking to optimize your existing initiatives, this session will provide
    actionable insights to help you navigate the evolving landscape of AI in service management.
  • 15:45 - 16:05 | HaloITSM - Tom Monaghan
    Streamlining Success:
    Enterprise Service Management and Automation in the Connected Era

    Join Tom to discover how AI, codeless automation and third-party integration
    drive Service Delivery in modern organizations.
    Tom will highlight quick wins to apply to your existing operations,
    building increased satisfaction for both resolvers and customers,
    and a ‘how to’ on achieving superior service delivery in the modern business environment.

  • 16:10 - 16:30 | SysAid - Francis Li and Garan Thomas
    Empowering Service Management with GenAI-Powered Service Desk
    What’s the difference between Gen AI and AI, and what operational
    challenges come with implementing these technologies in ITSM?
    Join us as we take you "under the hood" of the next-gen solution
    revolutionizing ITSM, explore the technology driving significant
    productivity gains, and share the real-life story of one of SysAid's customers.






Session 1 Schedule
  • 09:00 - 09:05
    | Introduction
  • 09:05 - 09:25
    | Proactivanet - Fernando Covecino
    Beyond IT:
    How GAM leveraged Proactivanet for holistic asset management and process optimization

    See first hand examples of how modern service management software
    simplifies service delivery, streamlines workflows, and enhances IT operations
  • 09:30 - 09:50 | DCON - Silke Theison and Sascha Gebhardt
    Enterprise Service Management of the future:
    How Krone is redefining service quality and innovation with Servity

    In a world where speed and service quality are critical,
    the Krone Group is breaking new ground in enterprise service management
    with the technology company DCON. Find out how Krone and DCON
    use predictive maintenance, pattern recognition and data-driven trend analysis
    to identify potential problems at an early stage and offer solutions
    before they have a negative impact on the business.

  • 09:55 - 10:15 | OMNINET - Michael Dobner and Christian Schüle
    Maximizing Employee Satisfaction:
    How AI Enhances OMNITRACKER ESM Service Desk Processes

    After successfully implementing individual ITSM and ESM processes,
    a long-standing OMNINET customer achieved a significant increase
    in employee satisfaction within their service organization by adding AI support.
    The automatic ticket classification in the service desk played a key role
    and also helped to speed up service processes
  • 10:20 - 10:40 | ManageEngine - Jendra John Xavier
    Elevate service experiences
    for the digital-first enterprise with ServiceDesk Plus!

    As businesses expand, maintaining a high-quality employee experience
    can be challenging, especially with increasing operational demands.
    Discover how ManageEngine ServiceDesk Plus can
    streamline service management framework, establishing enterprise-grade workflows
    across systems and departments to support an agile, digital-first business.

  • 10:45 - 11:05 | Matrix42 - Volodymyr Shevchenko
    Matrix42 Enterprise Service Management Automation Deluxe –
    integrating service providers at ALBA Group

    Explore the integration of Matrix42's Enterprise Service Management solution
    into ALBA Group's IT operations to automate and streamline IT service processes.
    By standardizing and automating service delivery, enhancing cost transparency,
    and integrating third-party systems, the customer has minimized manual tasks,
    simplified billing processes, significantly increased IT service efficiency and reduced costs.

  • 11:10 - 11:30 | ITOMIG - Robert Jähne
    Rapid Go-Live and Seamless Integration:
    The iTop Success Story with Bechtle Mannheim

    Discover a case study with Bechtle Mannheim where
    ITOMIG successfully implemented the iTop ITSM solution for a major banking client,
    including the challenges faced, the swift actions taken to customize and integrate solutions,
    and the results achieved within a tight timeframe – all possible due to flexibility
    and reach integration capabilities of iTop.
  • 11:35 - 11:55 | IFS - Niels Bijl
    Revolutionizing IT Service Management:
    Parexel’s journey with IFS assyst

    Discover how Parexel, a global clinical research leader, transformed
    its service management with IFS assyst.
    In this session, we share how the platform streamlined 4,000+ daily requests,
    unified IT and non-IT services, and boosted efficiency with codeless customization and automation.

Who is this webinar for?
ITSM professionals
Business and IT leaders
Digital transformation professionals
Digital product and service teams
Introductory webinar

First webinar free for all

This session touched upon the 7 key areas highlighted as challenges which include: communication, setting clear objectives, scope creep, meeting stakeholder expectations, risk management, deadlines and finally how to address and identify the skills gap.

Speakers: Narinder Dhaliwal & Szymon Pawlowski

Mastering Project Priorities

Sharpen your skills in communication

Learn to overcome poor communication, set clear goals, and manage scope creep by aligning project priorities with budget and resources.

By mastering these techniques, you’ll be equipped to handle project complexities, maintain stakeholder satisfaction, and ensure your team stays focused on a common goal throughout the project lifecycle.

Inside the courses
Addressing Unrealistic Deadlines

We will delve into best practices for accurately estimating project timelines and the importance of involving both team members and stakeholders in the scheduling process to ensure the feasibility of timelines.

5 December / 3 pm UK time

Speaker: Ruth Murray-Webster

Addressing Skill Gaps and Lack of Accountability

The session will cover strategies for addressing skills gaps through upskilling and highlight the importance of regular performance reviews and feedback to keep the team on track and continuously improving.

12 December / 3 pm UK time

Speaker: Andy Murray

Meeting Stakeholder and Customer Expectations

In this session, we will dive into the nuances of understanding stakeholders and customer expectations and underscore the importance of continuous engagement and communication throughout the project lifecycle.

14 November / 3 pm UK time

Speaker: Jo Lucas

Plus members only
Dealing with Insufficient Risk Analysis & Management

This session will address the critical impacts of insufficient risk management, demonstrating how unmanaged risks can lead to project delays, increased costs, lost value, and even project failures.

21 November / 3 pm UK time

Speaker: Penny Pullan

Mastering Project Delivery

Master strategies to exceed stakeholder expectations

Explore essential topics such as understanding stakeholder expectations, managing project risks, setting realistic deadlines, and addressing team skills gaps.

Gain practical insights into developing risk response strategies, accurately estimating timelines, and fostering a culture of accountability to improve stakeholder engagement. 
Cultivating Effective Communication

Explores strategies for establishing clear and timely communication, aligning the teams effort with project goals, and ensuring that communication practices effectively set and support project priorities.

17 October/ 3 pm UK time

Speaker: Andy Murray

Plus members only
Addressing Unclear Goals & Objectives

This session focuses on the vital importance of having clearly defined goals in project management and the negative impacts that unclear goals and priorities can have, such as confusion, misalignment, and inefficiencies among team members.

21 October / 3 pm UK time

Speaker: Jo Lucas

Dealing with Scope Creep

This session will explore scope creep, its causes and impacts on project priorities, and offer strategies for managing requirements, budget, resources, and communication to safeguard project success.

Speaker: Brad Bigelow

Ambassador's testimonial

This session will explore scope creep, its causes and impacts on project priorities, and offer strategies for managing requirements, budget, resources, and communication to safeguard project success.

Speaker: Brad Bigelow

Meeting Stakeholder and Customer Expectations

In this module, we will dive into the nuances of understanding stakeholder and customer expectations and highlight the importance of continuous engagement and communication throughout the project lifecycle.

Speaker: Jo Lucas

Plus members only
Dealing with Insufficient Risk Analysis & Management

This module will address the critical impacts of insufficient risk management and demonstrate how unmanaged risks can lead to project delays, increased costs, lost value, and even project failure.

Speaker: Penny Pullan

Plus members only
Addressing Unrealistic Deadlines

We will delve into best practices for accurately estimating project timelines and explore the importance of involving both team members and stakeholders in the scheduling process to ensure timeline feasibility.

Speaker: Ruth Murray-Webster

Plus members only
Addressing Skill Gaps and Lack of Accountability

The module will cover strategies for addressing skills gaps through upskilling and highlight the importance of regular performance reviews and feedback to keep the team on track and continuously improving.

Speaker: Andy Murray

Plus members only
Meet our speakers

Andy has spent 35 years as a practitioner, consultant and assurer of complex projects and programmes for public, private and third sector organizations, both domestically and internationally. Andy is a respected author, having worked with HM Treasury, Cabinet Office, the Association for Project Management, and PeopleCert to develop best practice guidance on their behalf.

His publications include PRINCE2, P3M3, IPA Routemap and the Governance of Co-Owned Projects. He is the former Chair of the APM’s Governance Special Interest Group and currently leads the Project Data Analytics Task Force

...Show more

Andy has over 40 years' experience in project and programme management in the U.S. Air Force, NATO, and in publishing. A frequent speaker at project management conferences in the U.S., Europe, and the Middle East, he served as a chapter lead for the Project Management Book of Knowledge, 5th edition, and on the core committee for the Standard on Program Management, 4th edition.

He recently served as a member of the authoring team for PRINCE2 7

...Show more

Jo has extensive experience in delivering strategic interventions between and within complex and ambiguous environments, including DfT, Agri-tech, HS2, TfL,  Houses of Parliament Restoration and Renewal, and the London 2012 Olympics. She is a subject matter expert in setting up and re-connecting delivery eco-systems that support cross-boundary decision making by co-creating aligned ways of working and embedding learning from experience into practical day-to-day ways of working. Jo chartered as a civil/structural engineer with Arup and is the author of the new People chapter of PRINCE2.

She is committed to activating the mycelium of the built environment through conversations and co-creation, and play her part in regenerating our planet - shifting from Ego to Eco.

...Show more

After successfully running her own business, PPM specialist Narinder took on the role of Senior Product Architect for the PRINCE2 method. She was first introduced to PPM and the PRINCE2 method back in the late 90’s whilst working on a global project, which was part of a global payments programme for DHL Global Systems. After leaving DHL, Narinder moved into the world of consultancy and training.

This is where she used her experience to deliver accredited training to many organizations looking to adopt methods such as PRINCE2, whilst also helping them improve the way they delivered their change projects and programmes.

...Show more
Penny helps organizations grappling with tricky projects and programmes of change, bringing clarity, facilitating powerful communication and forging deep connections which help change the flow. Clients range from multinational pharmaceutical and tech companies through to the UK government and charities tackling exclusion. She is certified in PMP, a member of PMI, APM, BCS, IAF and IET, a Certified Professional Facilitator - Master, and remains a chartered engineer.
...Show more

Ruth has over 40 years of experience as a practitioner and advisor in the areas of organizational change and risk management. She works across sectors with leaders who want to unlock their potential performance from uncertainty and change, and who recognize that people and their perceptions are at the centre of delivering value.
Ruth is highly published, with 10 books, multiple academic papers and as lead editor of best practice guidance, including Managing Successful Programmes 5th edition and Management of Risk 4th edition for PeopleCert.

Ruth is also an independent member on the UK Government Home Office Audit, Risk and Assurance Committee, and is experienced in advising Boards and senior teams on establishing the culture for productive risk discussions as part of robust governance.

...Show more

Szymon is a PRINCE2 Product Architect at PeopleCert, serving as an internal subject matter expert and a member of the PRINCE2 7 authoring team. His primary responsibility is to oversee the continuous development of the PRINCE2 product portfolio, which includes methodologies such as PRINCE2 7, PRINCE2 Agile, MSP, M_o_R, and MoP.

With over 15 years of experience as a project manager, consultant, trainer, and mentor, Szymon has extensive expertise in implementing solutions across project, programme, portfolio, and risk management, as well as PMOs, in both the private and public sectors. He has authored numerous articles on a wide range of project management topics.

He is passionate about project management, change management, continuous improvement, and knowledge sharing.

...Show more
Learner insights & ratings
96%
would recommend PeopleCert Membership courses

7.5K
learners visited course resources in the past month

3K
learners have joined the courses so far

Start levelling up now!

Unlock a world of benefits with PeopleCert Plus.

Gain unlimited access to all our courses, expert-led webinars, top-tier content and career resources. Stay at the top of your field with our AI Knowledge Center and PeopleCert Library, which includes 150+ eBooks, Practice Guides, Playbooks, Official Books, and more. Boost your chances of exam success with our Take2 re-sit option and Mock Exam.

Ready to create the future your deserve? Begin today!