SM Forum – Agentic AI and ITSM

Artificial Intelligence is everywhere, offering opportunity and threat for businesses in equal measure. But just what does agentic AI, and the tools and practices required to manage it, really mean for service delivery and ITSM? In this SM Forum, we’ll hear how to get the best out of current AI technologies and how to take an AI-driven approach to your service design and governance. We’ll also hear about the efficiencies and changes provided with the help of AI in one large service desk environment.

AGENDA

Rewriting the playbook: Agentic AI, Digital Trust, and the next generation of ITSM (Mark Thomas, Escoute Consulting)

As artificial intelligence evolves from passive tools to agentic systems capable of making autonomous decisions, the traditional playbook for IT Service Management (ITSM) is being rewritten. This session explores how agentic AI challenges long-held service design principles, operational roles, and governance models. We’ll examine how organisations can embed digital trust into AI-driven service environments—ensuring reliability, transparency, and accountability even when machines act on their own. Attendees will leave the event with actionable insights to future-proof their ITSM strategies while embracing the power of autonomous AI.

• Understand the concept of agentic AI and how it differs from traditional AI in the context of IT service delivery.
• Identify key digital trust considerations when integrating agentic AI into service management workflows, including risk, transparency, and accountability.
• Explore practical governance strategies and frameworks and standards that support trustworthy adoption of autonomous technologies in ITSM environments.

Mark is an internationally known governance, risk, and compliance expert specialising in information assurance, IT risk, IT strategy, service management, cybersecurity, and digital trust. Mark has a wide array of industry experience including government, health care, finance/banking, manufacturing, and technology services. He has held roles spanning from CIO to IT consulting and is considered a thought leader in frameworks such as COBIT, DTEF, NIST, ITIL and multiple ISO standards. Mark is also a two-time recipient of the ISACA John Kuyers award for best conference contributor/speaker as well as an ISACA Hall of Fame recipient. He is also an APMG product knowledge assessor for the CGEIT, CRISC and CDPSE certifications.

AI within the service desk environment (Jason Hamer, Vodafone Intelligent Solutions (VOIS))

This case study shows how the implementation of AI has driven value and efficiency, improved customer experience, underpinned multi-language support, and brought about positive changes in roles and skills across the Vodafone service desk environment.

Jason Hamer leads the service management architecture and governance across Vodafone Intelligent Solutions (VOIS). He has held many service management roles across 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, and has spoken at a number of ITSM events.

Behind the scenes with AI Agents: how they actually work to automate IT Service Delivery (Matt Bramley and Sam O’Neill, Freshworks)

While your IT team is stuck routing tickets, resetting passwords, and answering the same questions over and over, AI agents are quietly changing how the smartest organisations handle service delivery. These systems take on repetitive work that wears out your best people, freeing them to focus on strategic initiatives that move the business forward.

This session shows how conversational and workflow AI agents operate behind the scenes in modern ITSM environments, delivering enterprise capability without the complexity. You’ll see how these solutions learn your organisation’s patterns, handle complex service orchestration, and create employee experiences so smooth technology becomes invisible.

What you’ll see:

• Live demos of AI agents managing complex service requests and multi-step processes
• Real examples of IT teams shifting talent from repetitive tasks to innovation
• Technical workflows you can deploy in hours, not months, for seamless user experiences.

A further AI case study tbc

Panel discussion

We’ll round off the event with a discussion between speakers and attendees, covering any AI-related questions and issues.

Delivery platform

This online event will be delivered using the Zoom platform.

PeopleCert ITIL CPD points

itSMF UK members will automatically earn 4 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.

How much does it cost?

Places are available to itSMF UK members and non-members for FREE.

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