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AI in IT Service Management: Expectation vs Reality
Join Airwalk Reply as they bring together industry peers for an open and interactive discussion around the evolving challenges and opportunities facing organisations as AI continues to become a game-changer for Service Management.
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Spaces are limited. Secure your place to connect with peers and stay ahead of today’s IT Service Management challenges.
Why attend?
You will gain practical insight into:
Expert-Led Session:
Hear first-hand from fellow industry peers as they share their unique experiences, challenges and solutions.
Interactive Discussions:
Participate in engaging topic-based conversations with peers to exchange ideas, ask questions, challenge assumptions and explore new ideas.
Networking Opportunities:
Connect with like-minded professionals upon arrival, during the session and a casual drinks session after.
This session will explore
In this keynote, we will move beyond the hype and explore what Artificial Intelligence is already changing across Information Technology Service Management, where organisations are seeing real value today, and what still needs to be in place before it can be scaled responsibly.
The discussion will focus on practical lessons from the market, common adoption challenges, and the foundations needed to turn experimentation into measurable service improvement.
What Artificial Intelligence can already do in Information Technology Service Management - from improving knowledge discovery and agent productivity to supporting incident triage, request fulfilment, self-service and automation of repeatable service workflows.
Where the limitations still lie - including data quality, integration complexity, governance, trust, security, user adoption and the challenge of moving from isolated proofs of concept into reliable operational capability.
Why strong Service Management foundations matter - such as clear processes, quality knowledge articles, well-managed configuration data, consistent ownership and effective controls for risk, compliance and service performance.
How organisations can scale safely - by identifying the right use cases, balancing automation with human judgement, measuring outcomes, and building a roadmap that aligns Artificial Intelligence adoption with wider business and service priorities.
Airwalk Reply is the Reply group company specialising in technology transformation, delivery, service management and strategic IT consulting. We bring a unique combination of deep technical subject matter expertise across technology strategy, operating model, architecture, service design, engineering and security, alongside business domain expertise and a highly experienced delivery capability.