As artificial intelligence transforms the landscape of service management, one question looms large: will AI augment human roles or automate them out of existence?

This session explores how AI is reshaping the day-to-day work of service desk agents, IT managers and support teams, turning traditional workflows into intelligent, data-driven ecosystems.

We’ll unpack real-world examples of how AI copilots, predictive analytics, and generative tools are already changing how incidents are resolved, services are delivered, and teams are managed. More importantly, we’ll examine what these changes mean for skills, culture, and leadership in the next generation of IT and Enterprise Service Management.

Join us for a candid conversation on what the future of service roles looks like and how to prepare your teams for a world where humans and machines collaborate to deliver exceptional experiences.