2026 Schedule

AI is transforming IT service, but the real shift isn’t just about automation or efficiency. It’s about how service is designed, delivered, and continuously improved in a more connected, intelligent environment.

In this keynote, we’ll explore what it truly takes to modernize ITSM with AI. We will discuss why system integration will become the backbone of service delivery, how organizations can future-proof their technology decisions, and where many teams are making costly missteps today.

Most importantly, we’ll reframe the role of IT: as AI accelerates, human judgment, oversight, and experience become more critical—not less.

Takeaway

· Why enterprise integration will enable the next generation of service delivery

· How to think about future-proofing AI investments in a rapidly evolving landscape

· The strategic implications of buy vs. build decisions at scale

· Why AI elevates (not replaces) the role of IT teams and human expertise

· How leading organizations are aligning AI, automation, and service strategy