11:05 - 11:30 Uncomplicated ITSM with Freshservice: Take a fresh look at how AI meets ITSM

Simran Kaur, Arjuna Le Gros & Samuel Cook, Freshworks

Join us as we pull back the curtain on how Freshservice transforms complex, siloed IT environments into a unified solution—enhancing both IT and employee experiences across your organisation.

In this 25-minute, demo-led session, you’ll see why over 50,000 organisations are choosing Freshservice to modernise their IT service management.

Are you racing ahead with AI, or stuck behind with legacy systems?

IT never sleeps—and with Freshservice, it doesn’t have to. Our product experts will showcase how Freshservice helps you stay ahead by preventing the “check engine light” moments before they happen:

• Cut through complexity with a unified, AI-powered ITSM platform that significantly reduces resolution times—no matter your organisation’s size.
• Reimagine support with conversational AI agents that offer zero-touch, human-like interactions—no code or heavy training required.
• Stay one step ahead with proactive insights that detect patterns and prevent issues before they disrupt operations.

Discover how Freshservice, powered by smart automation and AI, delivers agile, intelligent service operations—without compromising on control or reliability.

Cut through complexity with a unified, AI-powered ITSM platform that significantly reduces resolution times—no matter your organisation’s size.
Reimagine support with conversational AI agents that offer zero-touch, human-like interactions—no code or heavy training required.
Stay one step ahead with proactive insights that detect patterns and prevent issues before they disrupt operations.
Discover how Freshservice, powered by smart automation and AI, delivers agile, intelligent service operations—without compromising on control or reliability.

11:35 - 12:00 Modernize your ITSM for the AI era with high-value AI in ServiceDesk Plus

Bhuvaneshwari A, Product Expert, ManageEngine

There’s no doubt that AI can speed things up in ITSM—but the real magic happens when it’s built to support your people, not the other way around. IT teams can realize ROI only when they ensure that AI capabilities empower every service desk persona, from the end-user to the IT process owners.

In this session, we’ll demonstrate how ServiceDesk Plus brings high-value AI capabilities—zero additional cost, fully built-in—to help unlock unparalleled efficiency and experiences to the three core roles in your ITSM ecosystem. Learn how:

• End users get fast, intuitive support through AI-powered conversations and self-service.
• Agents automate the repetitive stuff so they can focus on what truly matters.
• Process owners gain the insights they need to monitor, analyze, and fine-tune workflows.

Catch the session live on June 5th!

12:05 - 12:15 - Break

A quick break for snacks, before the programme resumes.

12:15 - 12:40 Better Tools, Better Service, Better Experience with Sunrise

David Bullivant, Senior Solutions Consultant, Sunrise Software

A great user experience is essential to service success. In this session, see how Sunrise helps service teams work smarter, reduce costs, and save time while delivering faster, more consistent support. We’ll showcase our AI-powered Teams chatbot, self-service portal, reporting, integration and automation – all designed to enhance user experience and service quality.
Key takeaways:
- Empower users and deflect tickets with our AI Teams chatbot
- Streamline workflows with smart automation and integration
- Improve service visibility and user satisfaction with self-service and reporting

12:45 - 13:10 Discover the Power of Modern Service Management

Tuan Vu, Presales Engineer Lead, Xurrent

With Xurrent, you gain a comprehensive, user-friendly solution that simplifies Service Management while providing advanced capabilities to boost efficiency across your entire organization – beyond just IT.

Join our demo to see how Xurrent revolutionizes Service Management, making it smarter, AI-first, more intuitive, and highly impactful.

• See how AI improves efficiency and productivity at the service desk
• Understand the benefits of using modern Service Management across the enterprise
• Learn how ITSM and status pages complement each other during incident response

13:15 - 13:40 From Chaos to Clarity: A Unified ITSM Experience

Jack Geron, Founder & CTO, IT Care Center

Tired of complex pricing models and over-engineered ITSM platforms? IT Care Center brings clarity and control back to service management with a streamlined, all-in-one ITSM solution. Discover how our single-license model, automation-first design, and enterprise-grade functionality empower IT teams to deliver faster, smarter support — without breaking the budget.

Takeaways:

·        How a single, transparent licensing model reduces TCO and budget surprises

·        Real-life use cases of AI and automation workflows eliminating repetitive tasks

·        Why customers say ITCC is the “ITSM platform they actually use every day”

13:45 - 14:00 - Break

A quick break for before the programme resumes.

14:00 - 14:25 AI Agents for IT – Distant future or present reality?

Sajeesh Sahadevan, Brand and Thought Leadership, Atomicwork

IT organisations have matured from running experiments with AI to practically implementing it in IT operations. Agentic AI has the potential to offload a big chunk of repetitive IT support work that’s too nuanced for traditional automation.

But there are some lingering questions about its practical applications. In this session, you will learn:

• how you can implement AI agents for IT support and what’s possible today.
• how IT leaders can elevate the role of IT and catalyse business growth.
• what IT jobs are likely to look like in the era of agentic AI.

14:30 - 14:55 Alemba Discovery recovers wasted cloud and real assets - can you afford to be without it?

Tom Kingsley, Product Consultant, and Laurence Scott-MacKay, VP of Sales at Alemba

Alemba Discovery provides real time data to support your ITSM process within Alemba Service Manager, increasing accuracy and reducing fix times. 

Find out how Alemba Discovery, a modern auto-discovery system that sweeps across your hybrid estate 24/7, maps what keeps your services alive and surfaces every zombie cloud instance. By identifying over-provisioned VMs, unused software licenses or forgotten laptops gathering dust in a stockroom, it is a must-have cost management tool. The discovery engine feeds hardware and software asset management information, enabling the reconciliation of what it finds against purchase records in the CMDB to minimise stockroom inventories of hardware and unused software licenses. Surplus devices or software licenses are identified for redeployment, resale, recycling and removal from expensive support and insurance contracts. 

In the cloud, its AI-driven cost management reports analyse utilisation data to flag idle resources. Waste is often found to run as high as 30% of the average organisation’s cloud bill. The result is a continuously accurate CMDB, lower cloud burn, leaner CapEx, and a smaller carbon footprint.  With budgets tight and regulators watching, the real question is: can you afford to be without it? 

In this session we will show you how to:

• understand what your services depend on, minimising outages and disruption.
• save money by harvesting hardware and software for re-deployment.
• control cloud costs, preventing a cloud cost spiral.

15:00 - 15:25 Rovo & JSM: Atlassian's Agentic AI-Powered Solution for High Velocity Service Management

Gary Blower, ITSM Practice Lead at Eficode
Rovo & JSM: Atlassian's Agentic AI-Powered Solution for High Velocity Service Management

• Atlassian's Agentic AI "Rovo" is now free for all Atlassian Customers
• Rovo's agents collaborate with your team
• Rovo extends JSM's capabilities beyond Atlassian's system of work

15:30 - 16:00 - Panel discussion

Have your questions answered, live!