Masterclass – Humanising AI
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 ServiceNow Strategy Simulation: Orchestrating Outcomes for your Enterprise
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.
Announcing Betty Bee: Our NEW AI Assistant
Betty Bee: Our NEW AI Knowledge Assistant. Built on trusted knowledge. Shaped by member experience. We are pleased to announce Betty Bee, itSMF UK’s AI-powered knowledge assistant – designed to […]
Masterclass – AI Governance
AI is challenging how organisations govern technology, exposing gaps between formal structures and everyday practice. This masterclass helps participants assess governance effectiveness, identify AI-related risks, and strengthen accountability. Drawing on ITIL 5 governance patterns and the ITIL AI Governance white paper, it provides practical tools and actionable insights.
Member meet-up – ITAM and AI
Once our controls are in and running, then we may feel that we are managing our assets and reaching compliance. But how do we get to that point? What leadership should we be providing and how do we communicate with our leaders?
Sector spotlight: AI in Higher Education
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.
Lunch & Learn – AI in Change Management: Using AI to support safer, smarter change
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.
Lunch & Learn – AI in Knowledge Management: Turning knowledge into intelligence support
Knowledge Management plays a critical role in enabling faster resolution, better self-service and consistent service delivery. As organisations adopt AI capabilities such as virtual agents, intelligent search and automated assistance, the quality and structure of knowledge becomes even more important.
Lunch & Learn – AI in Incident Management: Detect earlier. Diagnose faster. Resolve smarter
AI has the potential to significantly improve how organisations detect, manage and resolve incidents — but its success depends on strong incident management practices and well-structured operational data.
Lunch & Learn – AI in Problem Management: Turning operational data into actionable problem insights
Problem Management has always been about moving beyond individual incidents to understand why issues occur and how to prevent them from happening again. As IT environments become more complex and generate increasing volumes of operational data, AI and modern observability capabilities are creating new opportunities to strengthen this practice.
Online Event – AI in ITSM: Ready or not, it’s here – Lunch & Learn
AI is already beginning to reshape how IT service teams operate; from automation and diagnostics to knowledge management, incident resolution, and customer experience. The real question for service organisations isn’t whether AI is coming, but whether we’re ready for it.
The ServiceNow Strategy Simulation: Orchestrating Outcomes for your Enterprise
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.