Member meet-up – AI: Present and future challenges and opportunities

Join us for an insightful morning as our guest speakers and hosts delve into the transformative potential of Artificial Intelligence (AI) in Enterprise Service Management (ESM). Jaro Tomik, Chief Technologist at CDW, will explore how AI is revolutionising business operations and customer service. Highlight key use cases such as self-service virtual agents, major incident detection, work routing and prioritisation, pattern discovery, knowledge base optimisation, AI-powered search, and AIOps.

Nigel Martin, Chief Revenue Officer at Hornbill, will discuss the future of IT Service Management, focusing on how Generative AI (GenAI) and machine learning can enhance employee experiences through intelligent, hands-free service touchpoints. Topics will include evolving employee experience expectations, integration of employee services and support, understanding employees’ service needs, AI as a service enabler, and current AI adoption trends.

Plus, the University of Edinburgh team will share their journey with chatbots, giving us a peek into AI in academia.

This event promises to offer valuable perspectives on the challenges and opportunities of AI adoption in ESM, equipping attendees with the knowledge to drive efficiency, improve service quality, and enable smarter decision-making within their organisations.  Together with the opportunity to network with your peers.

Challenges in AI adoption in ESM
Jaro Tomik, Chief Technologist at CDW

Organisations are increasingly leveraging AI to enhance their operations and customer service. Jaro takes us through the transformative potential of AI in driving efficiency, improving service quality, and enabling smarter decision-making across various business functions.  Use cases:

• Self-service incl. Virtual agents
• Detect major incidents
• Route & Prioritise work
• Discover patterns
• Optimise Knowledge base
• Empower AI search
• AIOps
• Journey to AI adoption

Elevating Employee Experience: The Future of IT Service Management
Nigel Martin, Chief Revenue Officer (CRO) at Hornbill 

We will discuss how emerging Generative AI (GenAI) and machine learning can introduce intelligent, hands-free touchpoints into service experiences, delivering greater value to employees.

• Evolving Employee Experience (EX) Expectations
• Integration of Employee Services and Support
• Voice of the Customer: Understanding employees’ service needs
• AI as a Service Enabler
• Perceptions of AI
• Current AI Adoption

AskEdHelp chatbot: The story so far
Sean St Patrick, Knowledge Manager at the University of Edinburgh

Explore the journey of our chatbot, from development and testing to its soft launch, highlighting ongoing progress and current challenges.

PeopleCert ITIL CPD Points

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

How much does it cost?

This event is FREE to both itSMF UK members and non-members.

REGISTER NOW!

Dundee