A brief welcome and overview of the ITIL-Accredited Tool Vendors Programme.
High-performance IT: Driving operational excellence under extreme pressure
In Formula 1, speed, precision and reliability aren't just goals, they are operational necessities. Join Freshworks to understand how world-class teams manage IT complexity under extreme pressure. Discover how modernizing IT service management with AI-powered operations, real-time visibility and streamlined workflows enables rapid decision-making, reduces operational friction and transforms workplace productivity. Attendees will gain actionable strategies for building resilient enterprise IT operations capable of adapting to rapid disruption.
With Jake Bianco and Sukanya Arunachalam
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Early Adopter Approved – From Reactive ITSM to Proactive Service Management
The future of ITSM is not faster ticket resolution – it’s preventing tickets from being created in the first place.
In this session, we’ll explore how early adopters are leveraging AI to transform service management from a reactive support function into a proactive business enabler. Through a series of customer case studies, you’ll learn how organizations are using AI to identify and resolve device issues before users are impacted, prioritize the right work at the right time, automate service workflows using natural language, and turn operational data into actionable insights.
Discover where AI helps predict problems, automate actions and free IT teams to focus on strategic initiatives.
With Teodor Stoica
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ITIL is not the challenge – implementation is
This session explores how organizations can turn ITIL practices into practical, measurable workflows instead of simply replacing one ticketing system with another. Using a real-world customer scenario, Marcus Hiekel demonstrates how KIX supports Incident, Change, Problem and Service Request Management with ready-to-use processes.
Participants will learn how an open-source ITSM platform combines ITIL-aligned workflows with transparency, flexibility and digital sovereignty, creating the foundation for effective and continuously improving Service Management.
With Marcus Hiekel
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Behind every ATM is a ticket – how modern service management secures critical financial operations.
Cash supply is, in reality, service management. Behind every cash transaction lies a complex network of services, processes, partners and systems. Only through professional incident, service and workflow management can organizations ensure that ATMs remain available, cash is replenished on time, and disruptions are resolved quickly and efficiently.
In this presentation, we will use a real-world example from the financial services and cash logistics sector to demonstrate how a highly available service organization leverages ky2help to digitalize, automate and transparently manage its core business processes.
With Siegfried Huber
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Reducing service desk costs with AI-driven ticket assignment
Discover how a global multinational chemical company transformed its service desk operations using OpenText Service Aviator, the virtual agent built into OpenText Service Management. The organization evolved from a human-in-the-loop approach to fully automated ticket assignment, achieving up to 97% first-time routing accuracy. This shift eliminated third-party, per-ticket assignment fees and delivered immediate cost savings while improving efficiency and scalability. In this webinar, we’ll explore the journey from initial rollout to full automation, share key results and preview next steps to further increase accuracy.
With Dean Clayton
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A brief welcome and overview of the ITIL-Accredited Tool Vendors Programme.
Striking gold: How BMC Helix and the Bank of England turned AI into real business value
A genuine partnership in action: Sophie and Amy share how they identified eight value cases together and turned them into a live agentic AI rollout, not just a vendor deployment.
Real results from Employee Navigator: See how HelixGPT-powered self-service conversational ticketing and agent assist are cutting follow-ups, shifting work left and freeing up teams for higher-value work (including measurable hours saved and process efficiency gains).
What's next on the roadmap: Explore the joint six-month agentic plan, from Knowledge Curator and Insight Finder to Proactive Problem Management, and why this is "not just about GenAI" but a rethink of process and partnership.
With Sophie Frake and Amy Swales
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Structure before scale: Applying ITIL principles across a multilingual, merging organization
When JERA Nex bp (formerly Parkwind) began preparing for a series of mergers that would triple its workforce, the IT team knew their ad-hoc ways of working wouldn't survive the transition. In this session, IT Project Manager Robert de Leij shares how his team structured service management across IT, HR, Procurement and Facilities, — what changed operationally and how they tackled adoption across a multilingual organization.
With Robert de Leij and Matt Beran
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Desk Manager - the importance of supporting the fundamentals
In this session we will discuss the importance of ITIL fundamentals and how Desk Manager assists our clients in bringing maturity and real value to various operations.
With Gustavo Lomba
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From service management to governed service management
How do ITIL and GRC come together to embed governance, risk and compliance directly into day-to-day service operations?
This presentation explores how ITIL-based processes can move beyond operational efficiency to actively support governance and regulatory compliance. Using practical examples from change, incident, supplier and configuration management, it demonstrates how ITSM and GRC integration enables organizations to make risk-aware decisions, enforce controls, maintain auditability and deliver digital services within clearly defined governance boundaries.
With Michael Dobner and Christophe Faems
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Beyond the Blue Light: How Terrafix went from legacy system to scalable service management
After a decade with the same service management tool, Terrafix - a supplier of ICT and data systems to the emergency services sector - reached a familiar tipping point: the system that once worked was now holding the team back, with reporting becoming a daily frustration. Terrafix used their TOPdesk implementation as an opportunity to rethink how the team worked day to day.
In this session, we'll walk through:
-Why a 10-year-old system stopped meeting the team's needs
- How the project scope evolved from core Incident, Change and Asset Management into a foundation for future growth
- The practical changes that made the biggest difference
- How the team ensured the right data was captured to make reporting genuinely useful, not just possible
Whether you're weighing up a service management change of your own, or simply want to see how a legacy system transition can become a springboard for better ways of working, this session offers a candid, practical look at what that journey actually involves.
With David Rose
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