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SM Forum – AI: how are we doing so far?
This virtual Service Management Forum brings together industry analysts, service providers and user organisations to discuss the real impact of AI on service management and its implications for business and society. We will be addressing such issues as:
- What is the real practical experience of using AI – in projects, operations and incident management?
- Are organisations getting the return on investment that they expect, and if not, why not?
- Has AI made service more intelligent and freed up agents for higher value tasks?
- What ethical issues does AI raise?
- Does it really pose a threat to the workforce, and how should we be adapting our skills and roles to maximise the benefits?
- How has our view of AI changed in a post-pandemic world?
Agenda:
10:00 – Introduction and admin – Mark Lillycrop, itSMF UK
10:10 – AI: adoption, issues and successes – Barclay Rae, Independent consultant and writer
10:40 – AIOps and the changing face of incident management – Duncan Wilkins, Forrester
11:10 – Comfort break
11:25 – Where AI works best for Service Operations – Dom Colsen and Kishor Patel, Senior Solutions Consultants, ServiceNow
11:55 – AI in the enterprise, practical experience from BT – Clare Stout, Senior Transformation Lead, Managed Services in Enterprise, BT
12:25 – Panel session: where next for AI?
12:50 – Round-up and close.
Delivery Format
This event is delivered via Zoom. You can test your Zoom compatibility here.
How much does it cost?
Places are available to itSMF UK members and non-members for FREE.
This event is sponsored by
