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

Leveraging AI to deliver maximum efficiency and delightful experiences with ServiceDesk Plus 

Zephaniah B, Product Specialist, ManageEngine

Managing daily IT service delivery can become repetitive and time-consuming. But for some time now, AI has been seen as the solution, and over the past two years, its potential has started to become a reality. However, many organizations still struggle to leverage AI for their ITSM operations and showcase returns to their investments.

ServiceDesk Plus, an AI-driven unified service management platform, offers high-value AI for ITSM teams, enabling service delivery teams to leverage AI technologies without additional operational overheads or extra license costs.

In this webinar, we’ll dive into the practical applications of AI using the AI features of ServiceDesk Plus to show you how they can bring real efficiency gains to your IT service delivery.

Key takeaways:

• Offer exceptional experiences with conversational workflows delivered through an AI-powered virtual agent.
• Increase operational efficiency by automating minute tasks such as ticket categorization through predictive actions.
• Generate responses, summaries, custom functions, and more through GenAI capabilities.

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

Revolutionizing IT Service Desk Operations:  Simplifying Multi-SaaS Management with ManageX

Brian Hamel, Founder/CEO, Nuvolex and Josh Keefer, Product Manager, Nuvolex

Service Desk teams face increasing pressure to manage complex, multi-SaaS environments with efficiency, security, and speed. Asking your Service Desk administrators to become proficient in the administration portals for each SaaS application your organization consumes is asking a lot.  Relying on manual processes for onboarding, offboarding, and day-to-day user administration for multi-SaaS environments not only slows down response times, but also introduces significant security risks. At Nuvolex, we understand the challenges the Service Desk faces when it comes to managing multi-SaaS environments. Our platform, ManageX, was built specifically for the IT Service Desk to solve these complex administrative challenges.  ManageX compliments ITSM solutions by fully automating and securing User Lifecycle Management across all major SaaS applications, empowering Service Desks to deliver more efficient and reliable IT services.

Join us to discover how ManageX can help transform your Service Desk operations by eliminating manual processes and enabling zero-touch, multi-SaaS management.

ManageX Key Takeaways

– Complete Automation for Multi-SaaS Management: ManageX eliminates the need for manual processes by fully automating the entire user lifecycle – from user onboarding, to daily administration and also user offboarding – across all major SaaS applications, saving valuable time and greatly reducing human error.

– Enhanced Security and Compliance: Ensure least-privileged access at the Service Desk and adhere to compliance standards by enforcing uniform access management and role-based permissions across your organization’s SaaS landscape.

-Complimenting Existing ITSM Tools: ManageX complements your existing ITSM solution by adding a layer of intelligent automation and security, enabling the Service Desk to deliver faster, more secure and more consistent IT services.

Q&A Session

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