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UID:26153-1784196000-1784206800@www.itsmf.co.uk
SUMMARY:Sector spotlight: AI in Higher Education
DESCRIPTION:AI is opening up vast new opportunities for organisations across the board\, but it has a distinct role to play in our universities. AI-based tooling can enhance decision making and support underlying administrative tasks in a whole variety of ways in areas such as change and incident management\, while the emerging generation of chatbots offer greater productivity to academics\, students and operational staff alike. This sector spotlight\, sponsored by Freshworks\, focuses on three universities that are taking AI in new and very exciting directions. \nNOTE: This event is open to all. Although the content focuses on higher education\, we welcome attendees from other sectors. \nAGENDA \n10.00  Welcome \n10.05  Reach Out @ University of Glasgow supported by RO:bot – Mark Temple\, University of Glasgow \nHear from Mark about UofG’s approach to breaking down barriers between services\, making them more available and approachable for students. Reach Out spans multiple service areas\, but presents one identity\, leveraging a baseline of knowledge across the services\, together with AI-enabled self-help and live chat delivered via the Reach Out Bot (RO:bot). All geared towards reducing signposting\, and enabling quality student support\, whether face-to-face or out of hours. \n10.35  Trends\, patterns and timelines: using AI to support decision making – Andy Ferguson\, University of Birmingham \nThis session describes work undertaken at the University\, using bespoke tooling that has been integrated with ServiceNow. The AI-driven functionality has offered a huge boost to service management productivity\, taking on many underlying tasks that would be too time-consuming or complex for manual intervention. Among other things\, the tooling assists the team to: \n\nanalyse large volumes of incident data to extract trends and identify missing problem records\ncompile summaries of priority incidents\, detailing what went right and wrong and using pattern recognition across datasets to uncover issues that human analysts might miss\nassess individual change records by evaluating whether submissions are complete\, well-structured\, and likely to be approved or cause disruption\nuse AI-drive transcription to transform post-incident reviews\, with AI generating timelines\, actions\, and recommendations to support decision makers.\n\nAndy also touches on some of the sustainability and ethical considerations surrounding AI use and discusses the importance of cultural readiness and communication when introducing AI technologies\, as perception can significantly impact adoption. \n11.05  Break \n11.20  How to manage the unmanageable – Ian Teasdale and Alwyn Collinson \, University of Oxford \nChatGPT\, Copilot\, Gemini… The list goes on\, but which tool is the best? At the University of Oxford\, the view is that they all have their merits. This session describes the approach taken to provide an environment where staff and students feel encouraged and supported in their use of AI all within in a safe and secure environment. \n11.50  Mission Control: giving AI agency (without losing control) – Sam O’Neill\, Phil Mayes\, Aparajita Dayaranjan\, Freshworks \nAI promises efficiency and scale\, but many organisations feel caught in a false binary\, either letting AI run unchecked\, risking chaos\, or holding back entirely\, missing transformative value. This session introduces the Mission Control framework\, a three-layer architecture that empowers AI with agency while maintaining strategic oversight and governance. Attendees will explore how to: \n\nMove beyond the AI hype to operational maturity\nApply governance controls such as confidence thresholds\, audit trails and escalation rules\nDeploy autonomous workflows with measurable results\, from ticket deflection to cost savings\nBalance human expertise and AI-driven decision-making for sustainable transformation\n\nWith real-world examples\, interactive polling and actionable guidance\, this session demonstrates how to unlock AI’s potential safely\, turning service operations into a responsive\, intelligent engine without losing control. \n12.20  Panel discussion \nWe’ll round off the event with a discussion between speakers and attendees\, covering related questions and issues. \n \nDelivery platform\nThis online event will be delivered using the Zoom platform. \nPeopleCert ITIL CPD points\nitSMF UK members will automatically earn 4 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members and non-members for FREE. \nBOOK YOUR PLACE
URL:https://www.itsmf.co.uk/event/ai_in_he/
LOCATION:Online Delivery
CATEGORIES:Events,Online Events,SM Forum
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2021/02/Online_Event_HeadphonesOpt3.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
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