Exploring AI’s Impact on IT Service Management

09.30 – Registration & coffee/tea
10.00 – Event opening
10.10 – Presentation 1 – The natural language of AI (Aaron Perrott, KTSL)
10.40 – Break
10.55 – Presentation 2 – The impact of AI on Knowledge Management (Chevonne Hobbs, Illuminet Solutions)
11.30 – Presentation 3 – Case Study: AI in Education ITSM (Cristan Massey, Pearson)
12.00 – Lunch
13.00 – Presentation 4 – Case study: AI within the Service Desk environment (Jason Hamer, Vodafone)
13.30 – Presentation 5 – AI in recruitment and how it could change the hiring process (Simon Rolley, DWP Digital)
14.00 – Break
14.15 – Presentation 6 – AI in ITSM 2025: Discoveries & Predictions (Roman Zhuravlev, PeopleCert)
14.45 – Panel/Q&A
15.15 – End of day networking/museum access
16.30 – Event close

Aaron Perrott will go over the terminology used within AI and how the different types of AI work. From the starting point of natural language processing (NLP) through to large language models (LLM) and the way we consume it through ChatGPT/Copilot.

Aaron has worked in service management for nearly 30 years and has a wealth of expertise in the sector. As CTO at KTSL Aaron’s focus is on driving innovation and looking at what is next for Service Management. From collaboration through to artificial intelligence and automation. Aaron has been designing and implementing AI for customers for the last 10 years.

By harnessing Intelligent Automation and AI, we can transform the often chaotic realm of knowledge management. Leveraging AI capabilities enhances our practices, resulting in more efficient operations and a more engaged workforce. AI-powered search engines and conversational interfaces provide instant access to information, boosting productivity and supporting informed decision-making. Using an AI platform to synchronise data into a single repository ensures consistency, quality, and ease of access. It also speeds up time to market by aiding in the creation and generation of templates and documents, while adhering to governance and approval workflows.

Join Chevonne Hobbs on a real-life journey to explore the benefits of Large Language Models (LLMs), Conversational AI, Generative AI, and Robotic Process Automation (RPA) in business, and discover the value Intelligent Automation can bring.

Chevonne is a seasoned ITSM consultant with 25 years of experience in the tech industry, covering strategy, design, implementation, and operational roles. She is passionate about Service Design and excels at transforming inefficient services into highly efficient ones by leveraging AI platforms that empower humans to consistently deliver quality work in collaboration with others. As a creative change-agent and problem solver with an architectural mindset and a love for learning, her international and global experience has led to notable achievements in delivering complex, large-scale programs.

Cristan Massey will explore how Pearson leverages Microsoft Copilot as a transformative tool in IT Service Management, particularly for enhancing incident management. This session also highlights its innovative use in a developer-led AI Hackathons, as well as addressing challenges encountered along the way.

Cristan is Head of Service Management at Pearson, focusing on UK assessment and qualifications. He is passionate about people-centric service management and building the correct environments for both individuals and teams to excel. Cristan is also the vice chair of itSMF UK and Chair of the Armed Forces Community of Practice.

This case study and story will show how the implementation of AI has driven value, improved customer experience, efficiency, multi-language support and changes in roles and skills across the Vodafone Service Desk environment.

However, does this risk the impact to the Service Management career pathway?

Jason Hamer leads the Service Management Architecture and Governance across Vodafone, a large international Telecommunications company. Jason has held many roles across Service Management over his 30 year career, the last 7 at Vodafone driving transformation and modernisation within IT to deliver operational stability and value to the business. He won the PSMA Service innovation award in 2023 for the Service Compliance framework and process within Vodafone, has spoken at a number of ITSM events.

As Capacity Lead within the Service Management Practice of DWP Digital Group, Simon will share his experience of how AI is revolutionising the job market. He’ll explore how cutting edge AI tools are being used by job seekers to apply for vacancies, and how recruiters are leveraging AI to streamline hiring processes and make them more efficient, and how AI might change how recruiters hire in the future.

With over three decades of IT service management expertise, Simon is a seasoned professional who has navigated the complex world of technology from the ground up. Starting as a Service Desk agent, he has mastered every layer of service delivery across military, healthcare, finance, and government sectors. His passion for transforming IT services has seen him evolve from hands-on technical roles to strategic management, delivering end-to-end solutions for diverse organisations. As a ‘grass roots’ Service Manager, Simon brings a unique perspective to digital transformation, having recruited for Service Management roles in DWP Digital and consistently driving operational excellence. His journey reflects not just a career, but a commitment to understanding and improving the intricate mechanisms of modern IT Service Management.

AI is taking over the world, quickly becoming a part of our everyday life – both at work and at home. The PeopleCert ITIL team is watching this fast adoption, looking for good and bad practices. They are particularly focused on the challenges of AI governance, risk management, and ethics.

During his presentation, Roman will share the most recent findings, along with conclusions and predictions.

Roman Zhuravlev has been working in ITSM since 2002 as a practitioner, consultant, trainer and author. After joining Axelos in 2016, Roman works on the continual development of ITIL. He is an ITIL 4 architect, co-author, and reviewer.

Short Q&A panel session before we break for end of day and networking.