AI Disruption in IT Service Management, the Future of IT Ops in an AI Agent World

Every AI service desk closes tickets faster, resets passwords, provisions apps. That is not a differentiator anymore, it is the current expectation. The real question is who is running your operation when no one opened a ticket.

This session is about the shift past the reactive AI service desk to an AI operations agent that watches your environment, correlates signals across your stack, triages what matters, and remediates before it becomes someone's problem.

Drawing on two decades of running enterprise IT operations, we will separate what is genuinely autonomous from the chatbots wearing an agent's clothes, and show what it takes to put proactive AI into production. If you own IT service delivery, this is the ten minutes that moves your thinking from deflecting tickets to running operations.