ITIL TOOL DAY 2026

To be announced soon

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 Klaus Ziegerhofer

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

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

To be announced soon

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

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

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

To be announced soon

To be announced soon