Closing Keynote: The Big Bang – Generative AI and Service Management

For years, IT has wished for better, faster ways to accomplish the repetitive work that is done every day to “keep the lights on” and resolve the issues end-users encounter. Automation has helped perform some of the tasks required. Rudimentary uses of AI have helped guide people to knowledge.

Now, generative AI—Artificial Intelligence that can create text, code, audio, images, video, and simulations—has burst upon the world. 2023 has seen amazingly rapid awareness and adoption of this technology in ways that were in the realm of science fiction until now.

What does this mean for Service Management? How can generative AI augment human workers inside and outside of IT to make our work lives better?

In this energetic and informative keynote, we’ll look at our world through the lens of this emerging technology that—while not without challenges—can help us accomplish things we barely thought were possible. The two galaxies, generative AI and Service Management, are coming together to form something new and exciting. And we are here to see it!

Included Topics:

• Enhancing incident resolution

• Personalizing user experiences

• Optimizing resources

• Enhancing security

• Challenges and ethical considerations

• The future landscape

•Embracing the AI revolution