Service Management World is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Breakfast Briefing 3: AI and Automation Are Changing the ITSM Game

Akhil Sahai (Chief Product Officer , Symphony Summit)

John Thompson (Associate Director , Greater Toronto Airports Authority)

Date: Wednesday, November 13

Time: 7:30am - 8:15am

Pass Type: Conference & Expo Package, Executive Connections

Track: Breakfast Briefing

Format: Breakfast Briefing

Vault Recording: TBD

Audience Level: Intermediate

IT service teams are under constant pressure to do more with less, while also delivering superior customer service and reduced downtime. But complexity is also increasing. Artificial intelligence and machine learning offer opportunities to address these dueling situations and improve ITSM overall. In this session, learn about the challenges that organizations are facing with respect to IT operations and examine how IT managers and directors can implement AI to improve their operations. You’ll walk away with a better understanding of the constraints and challenges that IT teams are facing with respect to budgets, personnel, and customer expectations, the ways in which AI and automation and transforming IT operations and service management, and the steps organizations can take to encourage AI adoption and capture the benefits of these new technologies.