30+ Global IT Thought Leaders

The experiences that service desk technologies deliver will drive the future of ITSM. This session explores the relationship between people and technology thus far and how organizations' focus needs to shift from just being able to make ITSM functional to make it experiential.

The expanding role of digital in the enterprise is creating new functions and skill requirements. If we cannot build a workforce that is resilient in the face of constant change, then we will cease to exist. In this session, we look at re-programming skills for the digital era and shed behaviors that are no longer viable.

Service desk technology has gone beyond ITSM. Business Relationship Management (BRM) has shifted IT's role from tactical interactions to one of strategic engagement with the business. Finding a delicate balance between optimizing business value and evolving business culture helps break down silos to achieve the organizational purpose. In this session, we look at different ways IT can enable other business functions to perform at their best.

In this session, let's demystify some of the expectations of Artificial Intelligence (AI). While the ongoing debate on the extent to which AI can impact the role of humans in IT services and operations persist, are we confusing Machine Learning (ML) and AI and their maturity? IT leaders are having conversations around AI as customers expect service and experience similar to Amazon's Alexa, Google Home, etc. How can IT help businesses unlock real value from AI?

We all like to know where we stand and if we are heading in the right direction. It's about understanding why and how we need to know something to make the right decisions. Amongst other ideas, this session explores the context of blue sky view versus common knowledge and the balance challenge if we're not to become data junkies. To be a part of value co-creation, we share a responsibility for the accuracy, transparency, trust, and security of the information we input to the system that helps make data-driven decisions.

This session looks at what kind of design approach brings together and amplifies the best of automation and the best of humanity. Explore the integration of both the human and automated elements, so the service experience is smooth while enabling the AI interface to learn and improve on speed, accuracy, consistency, and relationship interaction.