Opening Remarks
Avi Kedmi, CEO
AI-Powered Service Desks: The Future of Efficiency
Ronen Werner, Customer Success Manager
Hilly Noy, Senior Product Manager
Mastering IT Efficiency: Best Practices in Categorization, Automation, and Escalation
Jorge Dias, Implementation Manager
Alin Lupascu, Implementation Manager
Adelina Ciorap, Manager of Implementation Services
Mastering Workflows: From Basics to Advanced Solutions for Enterprise Success
Cindy Sivan, Director Of Customer Success
Alexander Jamieson, Solutions Engineer
Paul Hiles, Associate Director, IT, Queen’s University
Evolving Asset Management: Foundations and Future-Ready ITAM
Ionut Novac, Tier 2 Team Leader
Sofia Skubiy, Product Manager
Madalin Ungureanu, Tier 1 Team Leader
Must-Have KPIs and Dashboards for Measuring ITSM Success
Gal Tvila, Director Of Customer Success
Oded Moshe, VP of Strategic Product Partnerships
Luke Scott, IT Support Analyst at TigerFeet
Maximizing IT Potential with SysAid Integrations
Oded Moshe, VP of Strategic Product Partnerships
Explore SysAid Spaces: A Deep Dive into Our New UI
Kimberly Sauder, Team Lead, Customer Revenue
Awards Ceremony
Francis Li, CCO – Chief Customer Officer
See Next Gen ITSM in Action!
Join us on Nov 19th to:
- Unlock the full power of SysAid:
Learn tips and tools to boost efficiency and transform your IT setup. - Roll up your sleeves:
Take part in hands-on workshops and demos to level up your daily operations. - Stay ahead in 2025:
Discover SysAid’s newest Gen AI features, our 2025 roadmap, and how AI can meet your needs.
What’s on the agenda?
- Unlock the full power of SysAid:
Think you do IT ‘SMART’? Learn tips and tools to boost efficiency and transform your IT setup. - Roll up your sleeves:
Take part in hands-on workshops and demos with SysAid experts, giving you the skills to work smarter, not harder and level up your daily operations. - Stay ahead in 2025:
Get a sneak peek at SysAid’s newest Gen AI features and our 2025 roadmap. See how AI can meet your needs and watch a demo of the leading AI solution on the market.
Enter the SMART’24 Awards!
Nominate yourself or your peers for the SMART ’24 Awards, recognizing outstanding commitment to IT excellence. There are 3 categories:
🏆 Champions in Employee Experience
🚀 SysAid Innovation Excellence Award
🦸🏻 IT Hero of the Year
Submissions Now Closed
Agenda
09:00 am EST
Opening Remarks
Hear our CEO’s vision for reshaping service management with Gen AI.
Avi Kedmi, CEO
09:15 am EST
Empowering Service Management with Agentic AI Innovations
Introduction to Agentic AI and SysAid’s AI Builder Studio, a dynamic platform for creating and customizing AI actions using natural language.
Hilly Noy, Senior Product Manager
Avi Kedmi, CEO
09:40 am EST
AI-Powered Desks: The Future of Efficiency
Discover how AI-powered chatbots and asset management tools can streamline service desk operations and improve end-user satisfaction.
Ronen Werner, Customer Success Manager
Hilly Noy, Senior Product Manager
Breakout Session
10:00 am EST
Mastering IT Efficiency: Best Practices in Categorization, Automation, and Escalation
Learn how to optimize your service management processes with effective incident, request, and change categorization, automation, and AI-powered tools. Explore strategies to develop a branded, AI-enhanced Self-Service Portal for exceptional service delivery.
Jorge Dias, Implementation Manager
Alin Lupascu, Implementation Manager
Adelina Ciorap, Manager of Implementation Services
10:00 am EST
Mastering Workflows: From Basics to Advanced Solutions for Enterprise Success
Discover how to build your first workflow and expand it beyond IT. Hear firsthand from a customer about their success and the impact it made on their organization.
Cindy Sivan, Director Of Customer Success
Alexander Jamieson, Solutions Engineer
Paul Hiles, Associate Director, IT, Queen’s University
10:50 am EST
Break
Breakout Session
11:05 am EST
Evolving Asset Management: Foundations and Future-Ready ITAM
From a refresh of the basics of SysAid Asset Management to advanced ITAM features with AI, and a walkthrough of patch management—everything you need for effective asset control.
Ionut Novac, Tier 2 Team Leader
Sofia Skubiy, Product Manager
Madalin Ungureanu, Tier 1 Team Leader
11:05 am EST
Must-Have KPIs and Dashboards for Measuring ITSM Success
Discover how to set up key KPIs and dashboards for monitoring ITSM performance, leveraging AI insights and BI tools for effective SLA tracking and optimization.
Gal Tvila, Director Of Customer Success
Oded Moshe, VP of Strategic Product Partnerships
Luke Scott, IT Support Analyst at TigerFeet
11:55 am EST
Break
12:25 pm EST
Maximizing IT Potential with SysAid Integrations
Your guide to optimizing GenAI-enhanced workflows and creating a unified source of truth
Oded Moshe, VP of Strategic Product Partnerships
12:45 am EST
Explore SysAid Spaces: A Deep Dive into Our New UI
Learn how to get started with Spaces effortlessly at the click of a button.
Kimberly Sauder, Team Lead, Customer Revenue
1:05 pm EST
Keynote Session: The Start-Up of You
Learn how to cultivate entrepreneurial thinking to drive innovation, seize opportunities, and achieve unprecedented success.
Ben Casnocha, Award-Winning Entrepreneur and Author from Silicon Valley.
1:35 pm EST
2025 Product Roadmap
Get a sneak peek at SysAid’s future product plans and innovations.
Nitai Fine, VP Product
2:05 pm EST
Awards Ceremony
Celebrate your peers for their commitment to IT excellence. Our award categories include:
- Champions in Employee Experience
- SysAid Innovation Excellence Award
- IT Hero of the Year
Francis Li, CCO – Chief Customer Officer
