Take a closer look at how AI is shaking up the tools we use in IT Service Management. In this module, Akshay Anand will exchange perspectives with Vijay Rayapati about smart automation, predictive analytics, copilots, and the way AI is quietly revolutionizing how we handle everything from incident resolution to knowledge management.

With Roman Zhuravlev, Akshay Anand & Vijay Rayapati

Delve into the ethical challenges of artificial intelligence with AI ethicist James Finister. Gear up for this fascinating module where we'll discuss responsible AI practices, transparency, bias mitigation, and the ethical implications of applying AI systems in service management and beyond.

With James Finister

This module is based on the results of a global survey conducted by ITSM.tools to assess the level of adoption of artificial intelligence in service management – a portion of which focused on North American IT professionals (created in collaboration with AtomicWork) - and a separate survey that sought end-user perspectives on corporate AI adoption. Stephen from ITSM.Tools and Sajeesh from Atomicwork will present their findings and share invaluable insights on AI adoption trends and the future of ITSM.

With Stephen Mann and Sajeesh Sahadevan

Explore the regulatory approaches to AI across Europe, North America and Asia with Ansgar Koene, Global AI Ethics and Regulatory Leader at EY. Discover the key trends that will determine the governance requirements for AI systems in the near future and the proactive measures organizations must take. Learn how these regulatory developments are supported by ongoing work at international, regional, and national standards development bodies with additional support from global coordination bodies.

With Ansgar Koene

In this final module, our hosts and speakers will answer important questions regarding the topics covered and share their thoughts on how ITIL should address the integration of AI in service management.

With Zhuravlev Roman