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Sector spotlight: service management challenges in banking and financial services

18 June, 10:00 am - 1:00 pm


Few industry sectors have felt the impact of the changing business world as much as financial services. In this sector spotlight, we focus on some of the key service management opportunities and challenges facing our banks and financial institutions as they embrace artificial intelligence and digital transformation, respond to the requirement for DORA compliance and financial forecasting, and continue to deliver new agile services within a highly competitive community.

Whichever sector you work in, why not join us for a fascinating insight into the changing world of financial services, presented by the service management specialists responsible for leading the way?

Sessions include:

LLM-powered AI agents in financial services

Duncan Watkins, Forrester Research

AI-powered assistants are helping firms automate processes, streamline workflows, and free up valuable human resources. This leads to cost savings and a more efficient workforce. In this session, we will walk through some of the key tasks that AI agents are now undertaking, the areas in financial services firms they are being deployed into, and the use cases AI agents are beginning to fulfil.

DORA and operational resilience in the financial services sector

Ketan Patel, Brillio

What does DORA compliance really mean for banks and financial services, and what are the implications for service management?

Advanced financial forecasting for budget and cloud costs

Michela Bragagnolo and Tal Strauss, European Central Bank

In the ever-evolving landscape of financial services, precise and dynamic financial forecasting has become essential. This session delves into the complexities of budget and cloud cost management within the financial sector, exploring advanced methodologies and innovative approaches to forecasting. Join Michela Bragagnolo and Tal Strauss from the European Central Bank as they guide you through the development and implementation of robust forecasting models tailored to meet the unique challenges of modern financial services.

Driving digital transformation in financial services with AI-powered ITSM

Luc Roi and Anand Elangovan, Freshworks

In an era where digital transformation is no longer a choice but a mandate, the financial services industry stands at a critical juncture. With only 27% of financial institutions effectively executing their digital strategies, there’s a pressing need for innovation and efficiency. This session explores the intersection of AI and ITSM in revolutionising the financial industry’s digital landscape and explains how organisations can overcome operational challenges, enhance customer experiences, and drive sustainable growth.

Panel discussion

To conclude, we’ll open the discussion for attendees to share their thoughts and views.

PeopleCert ITIL CPD Points

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

Delivery platform

This online event will be delivered using the Zoom platform.

How much does it cost?

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



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18 June
10:00 am - 1:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
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