AI in ITSM: Does size matter?

10.00 – Event opening
10.10 – Presentation 1
10.40 – Presentation 2 

Prove it or lose it: building a measurable AI programme with Rovo

Mathew Hallett and Dylan Bolton, Relex Solutions

This session sets out how RELEX built a measurable AI programme by treating AI as an operational layer in Support and Service Delivery rather than a series of technology experiments. Every initiative runs through a structured Jira-based lifecycle, from intake through build, deployment and measurement, so that adoption and time savings are tracked from day one. Drawing on 18 months of production experience, it covers how usage data becomes a management signal, how ROI evidence informs resourcing decisions, and why the operating model, not the tooling, drives adoption.

The session will cover to key stages of the project:

• The project lifecycle (idea to ROI)
• Turning usage and metrics into measurable ROI
• From ROI data to resourcing decisions
• Why the model works (repeatable at scale)

11.10 – Break
11.30 – Presentation 3

The ELM® Platform – a model for safe, equitable, and sustainable GenAI transformation

Jim Killough, University of Edinburgh

Universities are under growing pressure to respond to generative AI—balancing innovation with governance, security, equity of access, and escalating concerns about environmental impact. At the University of Edinburgh, these tensions were felt across the community: professional services worried about automation, academics faced uncertainty about how learning and teaching would change, and students were unsure what was permitted and how AI use would be viewed.

In this session, EDINA will share how we moved from that “dilemma” to practical direction through ELM®: the University of Edinburgh’s institution-wide, secure gateway to generative AI. We will outline the drivers behind ELM® (senior leadership sponsorship and ethics review), and the design principles that shaped the platform—safety, security, responsible use, inclusivity, responsiveness, and climate sensitivity.

We will also describe what ELM® provides in practice: equitable access for staff and students; a secure web platform offering both commercial models and locally hosted open-source LLMs (including a greener default option); direct API access to enable local innovation; and the deployment of custom chatbots for real university services.

We’ll cover how we are building organisational capability alongside the technology, including our training and support programme, and how we are beginning to quantify usage and environmental impact through platform defaults, awareness measures, and an impact dashboard in development.

Finally, we’ll share what’s next on the ELM® roadmap—expanding local and commercial model options, improving UX, and developing sector collaboration—along with practical takeaways for IT and service leaders looking to deliver secure, responsible GenAI at institutional scale.

13.00 – Presentation 4
13.30 – Event close