Welcome

A welcome from our event host, Matt Beran

ITIL Accredited Tool Vendor Programme

Dmitry Isaychenko, Portfolio Director/Partner Programes, PeopleCert

‘Meet The Only Official ITIL Accreditation for ITSM Tools’

Discover how PeopleCert’s ITIL Accredited Tools Registry can help you make more informed decisions and reduce risks when selecting a new tooling option for your service.

1. Why do we accredit tool vendors?
2. What does this accreditation mean for tool buyers?
3. What is the value for tool buyers?
4. How can you benefit?

Learn more about ATV and discover the list of accredited tool vendors at https://atv.peoplecert.org/tool-vendor-accreditation/

Freshworks on Freshservice: A blueprint for scaling AI & ITSM

Sahana Sekar, Manager, Product Marketing, Freshworks

Scaling from a five-member team to over 5,000 employees across 12 global offices while supporting 67,000+ customers, demands more than just a well-drafted IT strategy—it requires flawless execution.

Discover how Freshworks successfully navigated this journey using Freshservice and operationalized enterprise-grade AI to enhance IT and employee service management.

This session will explore key strategies that drove exceptional employee experiences and business outcomes, including:

– Modern, AI-powered employee experiences
– Optimized processes through robust automations
– Enterprise-grade application architecture

ManageEngine Software Demo

Zephaniah B, Product Specialist, ManageEngine

Break

A quick break for snacks, before the programme resumes.

Federated Administration in HaloITSM

Reid Benson, Senior Account Executive, HaloITSM

Tailored Service Management: One of the most common complexities in implementing an ESM practice is allowing departments outside of IT to maintain control over their unique requirements, whilst still empowering cross-departmental collaboration. Federated administration allows these entities to customize their ITSM settings, workflows, and processes to better suit their operational needs, without affecting the central administration of the platform which can be under the gatekeeping of the IT System Admins.

Improved Responsiveness and Agility: By empowering department-specific sub administrators with the authority to manage their own services, federated administration reduces the delay in service adjustments or resolutions. Teams can respond quickly to their specific needs, leading to increased agility and faster service delivery.

Scalability: This functionality is crucial for organizations that are scaling rapidly or have diverse operations across multiple geographies. It supports growth without overburdening a single central administration team, allowing for more manageable scaling of ITSM practices.

Utilizing the Atlassian Suite to Handle your Enterprise Service Management needs

Owen Pyatt, ITSM Practice Lead – USA, Eficode

•What is ESM
•UI/UX of ESM in Atlassian
•How to apply this to your teams

ALVAO: A Rapidly Deployable, Mature ITSM and ITAM Solution for SMBs, designed for Microsoft 365

Jiri Janku, Solution Architect and David Kocian, Business Development Representative, Alvao

ALVAO automates critical IT processes using AI and makes ITSM accessible to even smaller organisations. With natively integrated Asset Management, ALVAO provides detailed insight into IT assets and simplifies onboarding and offboarding.

The scalability of ALVAO makes it ideal for managing processes and streamlining operations across departments. The tool is designed for the Microsoft environment and offers intuitive usability and native integration with tools such as Teams, Outlook, Copilot, or Intune.

ALVAO can be deployed rapidly, allowing businesses to quickly reap the benefits of improved IT service management. Coupled with its competitive pricing, ALVAO presents a compelling solution for SMBs seeking to enhance their IT operations without significant investment.

Break

A quick coffee break

How to prevent GenAI attacks on your IT Helpdesk

Ori Eisen, CEO and Founder, Trusona Inc

Ori will be introduced by Frank Abagnale, renowned cybersecurity and anti fraud expert, FBI consulant and subject of the Spielberg movie ‘ Catch Me If You Can’

Ori will describe the new threat that Gen AI presents to IT Helpdesk and showcase Trusona’s ATO Protect tool that can quickly and easily prevent such attacks

• Understand the nature of Gen AI attacks on IT helpdesks
• Know who is on the other end of the call, wherever in the world the call comes from
• Detect sophisticated ATO attacks like Man-In-The-Middle and SIM Swap

Software Demo to be confirmed

Session to be confirmed

Q&A Session

Ask our software experts your questions about tool selection, implementation and automating more.