Live Virtual Event

Wednesday, 23 September 2026

AI and Automation Summit

Empowered by Intelligence:

The New Era of Service Support

  

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From Reactive Heroes to

Proactive Problem Solvers

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

  

This event is about what happens next...

  • When technology doesn't replace the human touch but protects it
  • When Service Desks move from firefighting tickets to preventing them
  • When the day isn’t ruled by noise, queues, and déjà-vu tickets

Across forward-thinking support teams, AI is already clearing the clutter, turning rambling user essays into actions, spotting issues before they become incidents, and making knowledge smarter (and yes, searchable).

  

The future isn't about humans fading away - they'll get to do the good work, the clever thinking, the curious exploring. They'll have meaningful conversations, collaborate with others, and unearth brilliant ideas. There will be a shift from reactive heroes to proactive problem solvers.  

  

The future of service isn’t colder or impersonal. It’s brighter, calmer, and more human.  

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

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

Your Host

Mike Kyffin

Head of Consultancy Services

SDI

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See the Agenda

Meet the Speakers

Chris Malyon

Head of Support Services

Akita

Nikki Saxton-Maund

Service Support Lead (DTS)

HM Courts and Tribunal Services

Dan Newton

Head of Service & Technology

Norman Managed Services

Gillian Hitchenes

Director Norman Managed Services


Christine Hazlehurst

Head of ITSM & Support Services

Rotherham NHS Foundation Trust

Manuel Villarejo

AI Consultant

Vokmos.tech

Roman Zhuravlev

Senior Architect

PeopleCert 

Paul Morris

Regional Sales Director

Resolve

Chris Loveridge

Regional Vice President - EMEA

BigPanda

Richard Oatridge

Senior Solutions Architect BigPanda

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.