The Agenda

All times are in BST.

13:00 - 13:45

Arrival, refreshments, and networking

13:45 - 14:00

Welcome, and Scene Setting

14:00 - 14:40

Session & Demo:

Beyond Incidents: Making ESM Work Across Your Organisation 

Most organisations that are ready to explore ESM have already done the hard work in IT — they have a functioning service desk, a growing catalogue, and reasonable process maturity. The question they face is: how do we extend this, sensibly, to the rest of the business? And the honest answer is that many organisations underestimate how different that challenge is. 

In our experience, ESM failures are rarely technical. The challenge is almost always organisational: who owns what, how do different departments want to work, and what does governance look like when IT is no longer the only player in the room? 

What We Will Cover 

  • What ESM means in practice - the common misconceptions, and why it is not simply about replicating IT processes in other departments. 
  • The three core adoption challenges: ownership tensions between IT and business departments; collaboration barriers across silos; and the language and terminology disconnect that often derails early conversations. 
  • How to identify genuine departmental champions — and why readiness assessment matters more than platform selection at this stage. 
  • What a structured, phased approach to ESM looks like, including the preparatory work that most vendors and consultants skip over. 
  • Real examples of how organisations have extended Freshservice into HR, Finance, Facilities, and Legal — and what made them succeed. 

The Live Demo 

The demonstration will walk through how Freshservice's workspace architecture enables different business functions to operate with genuine autonomy whilst sharing a unified employee-facing portal.

14:50 - 15:30

Session & Demo:

From Noise to Intelligence: AI, Automation & the Employee Experience

Artificial intelligence in service management is frequently discussed and frequently misunderstood. Many organisations are either dismissing it as hype or rushing into AI-powered features before they have the underlying process and data quality to support them. The reality is more nuanced — and more interesting. 

When ESM is in place and working well, AI stops being a chatbot bolted onto a service desk and starts being something genuinely useful: a way to deflect repetitive requests, surface knowledge at the right moment, give agents meaningful assistance, and provide leaders with real insight into how services are performing across the whole organisation. 

What We'll Cover 

  • The difference between AI as a marketing feature and AI as an operational asset - and how to tell which you are actually getting. 
  • How Freddy AI within Freshservice supports three distinct use cases: conversational self-service for employees; copilot assistance for agents; and analytical insight for service leaders. 
  • The role of intelligent automation and the Freshservice Workflow Orchestrator in connecting cross-functional processes - particularly for complex journeys like employee onboarding or offboarding, which touch IT, HR, Facilities, and Finance simultaneously. 
  • What good looks like: measurable outcomes including ticket deflection, resolution time, and agent productivity - with reference to real data. 
  • How to approach AI adoption sensibly within an ESM context, including the data quality and process foundations that need to be in place first. 

The Live Demo 

The demonstration will focus on the employee experience end-to-end, showing how AI and automation change the nature of service interactions across the organisation. 

15:30 - 15:45

Open Q&A and Reflections

15:45 - 16:00+

Close, Wine Tasting (on the roof-top terrace!), and Networking