Do you want to take your service management to the next level?
Join ITIL TOOL DAY 2025, the must-attend online event for IT leaders and professionals who want to unlock the value of ITIL-Accredited software and drive transformation across their organizations.
What is ITIL TOOL DAY?
ITIL TOOL DAY is an online event that connects ITIL-accredited tool vendors with leading ITSM professionals and organizations in the public and private sectors to exchange valuable insights about the advantages of leveraging verified ITSM tools through real-life examples.
Automating product orders and managing provider tasks via email: two powerful ITSM use cases with ky2help
Discover two real-world use cases demonstrating how ky2help supports complex ITSM scenarios. See how a product-based web shop automatically triggers subprocesses and flexible approval workflows, fully governed by clearly defined roles. Learn how external service providers can be seamlessly integrated through an intelligent email interface, allowing them to handle tasks and trigger status updates entirely via email. These examples offer practical insights into modern automation and streamlined process management.
With Roman von Rotz
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From Automation to Transformation: Balfour Beatty’s Journey
Discover how Balfour Beatty introduced BMC Helix ITSM into their service management practices. Nick will explore the opportunities, challenges and lessons learned, sharing impressive results: 92% customer satisfaction, 100% automated onboarding, and 30% of service requests fulfilled by automation. Learn how AI is evolving from incremental automation to become a transformative force across ITSM and operations, with implications for building resilience, scaling intelligently, and preparing for the future of AIOps.
With Nick Goff
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How Freshservice Turns Incidents into IT Momentum: The New Balance story from Freshworks
Most IT teams treat incidents as setbacks. The most innovative ones treat them as momentum. Discover how with our “New Balance case study”.
By leveraging Freshservice’s unified platform, automation and AI-driven insights, New Balance reduced incident resolution times, improved service visibility across regions and empowered its teams to deliver faster, more consistent employee experiences. The result: a more agile IT organization that turns every challenge into an opportunity for improvement.
With Ross Surplice and Phil Mayes
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Open up your ITSM tool: GraphQL for data, AI, process and configuration automation
Modern IT landscapes demand seamless integration, yet REST APIs often fall short in complex, data-driven processes. Discover how GraphQL offers a schema-driven approach that enables precise queries, flexible data access and reduced integration overhead. Learn how GraphQL reshapes ITSM and ITIL practices, opening the door to smarter automation and AI-driven workflows—from fueling LLMs with reliable context to coordinating machine learning. We'll demonstrate OMNITRACKER, our flexible ITSM platform with native GraphQL support.
With Christian Schüle and Thomas Sauer
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Empowering university campus services with OpenText Service Management
Discover how a leading university is transforming campus operations with OpenText Service Management. We'll present how they streamline services supporting student life, campus security and financial aid—from tracking equipment and managing security incidents to handling financial queries and health services. Learn about their mobile apps delivering real-time socio-political updates and their future plans to integrate Aviator, OpenText's generative AI service, for enhanced efficiency and agility in service management.
With Dean Clayton
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Clarks journey from email chaos to Cloud efficiency
Celebrating 200 years of a history steeped in tradition, Clarks has also embraced the need to adapt and innovate. This journey from an on-premise service management system to a modern, cloud-hosted solution underscores Clarks’ commitment to global operational efficiency and excellence in service delivery.
With Kirsten Wright
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From complaints to adoption: TroGroup case study
Learn how the global leader in laser systems, high-tech laser sources and stamp production implemented InvGate and cut down 90% of their critical incident backlog.
With Israel Rosales
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The European Choice in ITSM and ESM
Learn how to modernize your service management as escalating IT complexity holds European organizations back, limiting productivity and service experience. Transitioning to AI-native Service Management is no longer optional. Explore why it's a strategic imperative to stay competitive, reduce costs, boost service experience, and ensure compliance. All participants will receive a free AI starter kit.
With Tom Kröger
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TBC
Wih Vinicius Gravito
Understanding the secret to ITSM operational success: Why the basics still matter
Many organizations chase new technologies hoping for quick transformation, but this often results in only temporary solutions. While AI can significantly enhance ITSM operations, it's only effective when built on a strong operational foundation. Join us as we explore how to establish that foundation and fully leverage available innovations. Discover how customers like XMA and BestStart Educare achieve remarkable results, resolving 94% of tickets within SLA and how AI lightens the load through predictive analytics.
With Jendra John Xavier
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Managing 120,000 defense assets: how Proactivanet is powering the digital transformation of Spain’s Armed Forces
Discover how Spain’s Ministry of Defense is partnering with Proactivanet in an ongoing strategic deployment to centralize and secure the management of over 120,000 IT assets across the Army, Navy and Air & Space Force. Explore the challenges of integrating diverse and highly secure environments under a unified IT Asset & Service Management platform, the milestones achieved and key lessons from one of Europe’s most complex ITAM deployments.
With Luis Camiro Perales
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Nick is a seasoned Area Director with a strong background in operational leadership and strategic execution.
With years of experience managing high-performing teams across multiple regions, he drives growth, fosters collaboration, and delivers impactful results.
He brings a pragmatic and people-focused approach to leadership, making him a compelling voice on team development, operational excellence and change management.
Ross is a sales and team performance leader with over 20 years of experience across multiple sectors.
He has built accountable, high-performing teams throughout his career
Ross takes a practical, motivating approach to helping individuals and organizations unlock change, sharpen their mindset, and deliver results.
Phil is a seasoned business leader with deep experience in building high-growth organizations and driving commercial transformation.
He brings a strategic mindset, operational rigour and a collaborative leadership style - helping companies scale effectively, optimise performance and adapt to evolving market challenges.
Christian is the Head of Product Management at OMNINET with 15 years of experience in service management software.
He oversees the functional and strategic roadmap of OMNITRACKER and other OMNINET products, managing requirements, stakeholder relations, and customer discussions across industries.
Christian leads AI initiatives at OMNINET and specializes in artificial intelligence applications in service management.
Thomas is the CTO at OMNINET, where he has driven technological innovation and shaped the product ecosystem for the past two years.
He focuses on future-oriented technologies and scalable architectures, defining the strategic direction of OMNINET's software platforms.
Thomas bridges technical leadership with innovation management, collaborating closely with product and business teams to translate emerging technologies into tangible customer value.
Dean is senior product manager at OpenText, with over two decades of experience in IT operations and service management.
He focuses on building enterprise service management (ESM) applications that harness AI and automation. He works closely with customers to optimize their service management strategies, always with a practical mindset and a dash of humor.
Dean is always on the lookout for new solution—if it makes service delivery faster and a bit more clever, it’s probably on his radar.
After 25 years with assyst, Kirsten Wright has a passion for putting the customer at the heart of everything she does.
With a strong focus on collaboration and optimization, hermain focus is always helping organizations achieve their goals by aligning technology with business outcomes.
Israel is an accomplished Enterprise SaaS Sales and Partnerships leader with over two decades of experience spanning consulting, presales, international enterprise sales and strategic partnerships.
He has worked across key industries including Asset Management, Corporate Finance, Supply Chain Management and Education, driving growth and long-term customer success.
Oliver leads the Global IT Infrastructure team at TroGroup, overseeing IT services for 40 affiliate companies across 16 countries.
With over seven years at the company and more than six in his current role, he focuses on security, standardization, and automation to ensure reliable and cost-effective global operations.
Based in Austria, Oliver combines technical expertise with strong process management experience, leading an international team of specialists dedicated to delivering value-driven IT services.
Tom specializes in enterprise service management, bringing 25 years of experience at Matrix42.
He inspires customers to adopt Matrix42 solutions and supports them in successful implementation. Drawing on his extensive ITSM and ITIL expertise, Tom helps companies navigate their digital transformation journey.
As a speaker, he shares practical insights from numerous customer projects and strategic initiatives, demonstrating how business processes can deliver sustainable added value.
Jendra is a product marketer and customer educator with over seven years of experience in ITSM.
He has led multiple customer education programs to help users optimize their ServiceDesk Plus instances and business operations.
Jendra has hosted presentations, masterclasses and thought leadership webinars, and has authored educational guides on IT major incident management and change management.
Luis Camiro is a technology advisor with 29 years of experience driving digital transformation in global companies.
A specialist in Supply Chain Management, IT Service Management and Human Capital Management, he brings value in technology adoption strategies, business development and leadership in pre-sales and product marketing.
He currently leads EMEA Presales activities for Proactivanet.
Vinicius is an Architect and Consultant, with 22 years of experience in IT and 14 years in Project Management. He is Specialist in ITSM/ESM, AIOPS, Team Management, Infrastructure, Business Development, Process Implementation, AI, Agile Methodologies and Digital Transformation.
He has implemented over 50 projects, not only focused on ITSM/ESM, but also with a focus on business process in companies with different verticals, such as Industry or Trade and Services.
Vinicius is currently responsible for the architecture and business solutions for customers and partners in Latin America.
Roman delivers and configures the ITSM and ESM software ky2help as a Project Manager in KYBERNA's Professional Services team.
Building on his technical foundation and ITSM experience, he supports customers in implementing and developing their service management processes with a focus on practical process design, well-structured role models and smart integrations.
Before moving into ITSM consulting, Roman worked as an IT Systems Engineer and expanded his skill set with a degree in Game Design, combining technical expertise with a creative mindset.