Live Virtual Event

Wednesday, 23 September 2026

AI and Automation Summit

Empowered by Intelligence:

The New Era of Service Support

  

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Become a Proactive Problem Solver

Thanks to AI

Automation and AI have finally stopped introducing themselves. They’re now part of the team, handling the tedious stuff, keeping the plates spinning, and giving Service Desk pros more time to do what they do best - solve real problems.  

  

So, what happens next?

Join us to explore how to use AI and automation to create a Service Desk that’s less reactive, more proactive, and more human.

The goal isn’t to replace people - it's to give them the time, tools, and space to do their best work.

You’ll discover how to:

  • Give time back to your team by automating repetitive work and reducing the noise
  • Prevent problems before they become tickets, moving from firefighting to proactive support
  • Deliver faster, better experiences without losing the human touch
  • Reduce queues and recurring issues, so your team can focus on work that needs them
  • Get more value from AI and automation, with practical ideas you can take straight back

Register Now
See the Agenda

Agenda Snap Shot

10:35-11:00 The AI-Enhanced Engineer: Using Smart Automation to Cut Through the Noise

11:00-11:20: AI in ITSM: The Good, The Bad, and The Ugly

11:20-11:45: What Happens When AI Joins the Service Desk Team?

12:00-12:25: Case Study - Rotherham NHS Foundation Trust - Implementation of AI-powered Autonomous Agent on the Service Desk

12:25-12:45 From Friction to Flow: AI-Powered Unified Service Operations for the Agile Enterprise

13:25-13:45: AI and Automation in ITSM: Friend or Foe? You decide.

13:45-14:10: Keeping Humans in the Loop: What Ethical AI Really Means for the Service Desk

14:30-15:00: Human + Automation: Ask the Experts

Meet the Speakers

Chris Malyon

Head of Support Services

at Akita

Nikki Saxton-Maund

Service Support Lead (DTS)

at HM Courts and Tribunal Services

Dan Newton

Head of Service & Technology at

Norman Managed Services

Gillian Hitchenes

Director at

Norman Managed Services


Christine Hazlehurst

Head of ITSM & Support Services at Rotherham NHS Foundation Trust

Manuel Villarejo

AI Consultant

at Vokmos.tech

Chris Loveridge

Regional Vice President - EMEA at BigPanda

Richard Oatridge

Senior Solutions Architect

at BigPanda

Paul Morris

Regional Sales Director

at Resolve

Roman Zhuravlev

Senior Architect

at PeopleCert 

Matt Bramley

Principal 

Solution Engineering

at Freshworks

Tom Viggers

Sales Manager

at Freshworks

Attending The Service Desk Institute's virtual event was an invaluable experience. The well-organised platform made participation easy, and the speakers provided deep insights into current trends and best practices. The interactive sessions and networking opportunities were particularly beneficial, offering meaningful connections and knowledge sharing with peers worldwide.

I highly recommend these events to anyone in service management. Whether you're experienced or new to the field, the insights and connections you'll gain are well worth it.