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SM Forum – ITOM, AIOps and ITSM

9 June, 2021, 10:00 am - 1:00 pm


There is growing interest in the ways that ITOM (IT Operations Management) underpins service management, providing the supporting infrastructure of asset, configuration, security and availability management on which IT services depend.

COVID has altered the way we have to manage technology. Knowing what technology you have, how it supports your value, and how to improve it continuously is the link between ITOM and ITSM. But how can ITSM and ITOM complement one another most effectively, and what can we expect from AIOps as a way of anticipating and relieving some of the key pain points in operations management?

This free Zoom-based SM Forum brings together some of the leading experts in this area to discuss the ways that service and operations management can and should inter-relate. The Forum will conclude with a virtual round-table discussion, providing ample opportunity for delegate interaction and discussion.

ITOM, ITSM and AIOps – how did we get here and where are we going?

Daniel Breston, ITSM Consultant, Author and Mentor 

Popular thought-leader Dan Breston opens the agenda by positioning ITOM, AIOps and ITSM, and explaining how the industry as evolved towards the current juxtaposition of service and operations management and where it might be leading next.

Connecting the dots between ITOM, AIOps and ITSM

James Hammond, Cloud Focused Solution Architect

Having a ‘baseline’ of all the items your organisation uses can be a daunting task, from knowing how many end user devices you have, to how long a virtual server has been running and which databases it connects to.  This presentation will go through how an organisation’s configuration management database becomes the foundation knowledge from which all sections of the enterprise can effectively manage their activities, from asset management to change management, and how automating the maintenance of this data becomes fundamental to ensuring the organisation gets the most from its digital transformation.

Striving towards Zero Touch Technical Operations

Stephen Nunn, Director of Advisory Services, CGI

With ever-maturing digital technologies such as Artificial Intelligence (AI), automation, BoTS, and sensors underpinned by analytics, there is a real opportunity to drive the next wave of cost and operational efficiencies. This presentation will provide insights on how digital technologies can be applied to technical operations to drive Zero Touch ie: minimising manual intervention with regard to level 1 and level 2 technical support, hence enabling technical ops specialists to concentrate on continuous improvement and innovation.

Destination: AI-powered Service Operations

Martin Jaeger, Senior Director, Solutions Consulting EMEA, ServiceNow

To enable a truly agile and fully digitised business, IT leaders are challenged on changing from running traditional IT to modern operations. However during change, IT must still deliver great experiences, zero downtime and support new operational models – often requiring a difficult balance between multiple disciplines, functional teams and processes.

So, where should organisations start and where should they expect to get to? Join this session to learn best practice, based on our customer engagements, that shares how you can remove and reduce manual process, eliminate work & outages, and better connect centralised & distributed teams – all on a journey to AI-powered Service Operations.

Delivery Platform

This online event will be delivered using the Zoom platform – you can test your compatibility here.

How much does it cost?

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


This event is sponsored by



9 June, 2021
10:00 am - 1:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website