Exploring AI’s Impact on IT Service Management. Join us Online for an event focused on the transformative role of AI in IT Service Management (ITSM).This event offers a unique opportunity to gain insights from leaders in the field.
Facilitated by our delivery partner SXP, the ServiceNow Strategy Simulation recreates a complex enterprise e‑commerce business model that immerses participants in the challenges and opportunities faced by ServiceNow customers and prospects.
Incidents are unforgiving. Under pressure, even experienced ITSM professionals can find themselves caught in chaotic bridges, competing priorities, unclear information flows, and escalations that accelerate faster than root causes emerge. This online masterclass provides a proven, structured, real-world approach to managing incidents with clarity, consistency and confidence, powered by the four core KEPNERandFOURIE™ analytical processes.
Designed for apprentices, graduates and those moving into ITSM for the first time, attendees will be able to understand best practice for key areas in ITSM, how they work together, and most importantly what each practice needs to do for them all to work cohesively to provide ultimate value for the customer.
This interactive business simulation event provides an opportunity for the theory learned during Part 1 to be applied in a realistic educational and fun environment. Step by step the team will apply basic ITSM processes and will learn how to deal with different business and IT situations.
Taking place alongside the publication of the whitepaper, this session will explore how member organisations are responding to the impact of AI, automation, digital products and new delivery models, while continuing to balance speed, innovation and service stability. We'll discuss how Change Management success is being measured, how organisations are communicating and demonstrating value, and what practitioners believe needs to change to meet future demands.
Change Management plays a vital role in maintaining stability while enabling innovation. As IT environments become more complex, organisations are exploring how AI can help improve risk assessment, impact analysis and change decision-making.
This interactive masterclass introduces the HIT Lens™, a practical human-centred framework for evaluating AI initiatives. Rather than focusing solely on technology, participants will explore how AI impacts people, trust, decision-making and service experiences, ensuring organisations create AI-enabled services that are not only intelligent, but genuinely human-centred.
The focus for this masterclass is to help organisations understand what experience is, why it is important and key considerations when implementing experience measures/XLAs.
This interactive masterclass will provide practical guidance on the techniques and approaches that can be used to define change authorities and ensure that the right people and right approaches are used within those change authorities.