45 minutes
                         
                    

Generative AI: Moving beyond the hype to realize tangible benefits for ITSM

The rapid adoption of generative AI (GenAI) is outpacing all prior digital disruptions. But does GenAI live up to expectations for IT service management? How is it reshaping the role of humans? What concerns related to privacy and hallucinations must we conquer?

Join us as we cut through the hype and explore practical steps to get started with high-value use cases. You’ll learn how the OpenText™ SaaS Customer Support team is already using GenAI to boost productivity and achieve more with less.

Speakers: Dean Clayton, Jacques Conand, Brindusa Kevorkian, Bruno Labruere, Boglarka Ronai|
 

45 minutes

Evolving ITSM into ESM: The future of service management

A service is a service, whether it’s for IT or non-IT. What are the benefits of applying ITSM principles to enterprise service management (ESM)? How do you build ESM on ITSM? Is it about the tools or the teams? (The answer is both.)

Join this panel discussion to dive into these questions and learn about best practices for evolving into ESM. We’ll also showcase how OpenText™ Service Management enables ESM for HR, a business function that greatly benefits from ESM.

Speakers: David Barron, Dean Clayton, Isabelle Roth, Chris Visagie
 

45 minutes

Unveil the unseen: Why powerful discovery is the key to ITSM success

You can’t manage what you can’t see. As services increasingly move to the cloud, organizations must enhance their discovery processes to increase IT visibility, minimize service disruptions, and ensure successful changes.

Join this session to learn what powerful discovery means in today’s modern world and to “discover” (pun intended!) why customers around the world choose OpenText™ Universal Discovery and CMBD for their IT operations.

Speakers: Pamela Asamoah, Soumajit Das, Bill Dyke
 

45 minutes

Get into the groove of smarter, simpler ITSM

Are complex upgrades and inefficient service delivery draining your time, money, and resources? One major source is customizations. Before diving into customizations, ask yourself if they are truly necessary or just nice to have.

Join this session to learn how embracing ITIL can help you navigate complexity. You’ll also see a demo of OpenText™ Service Management, where we’ll show you how using out-of-the-box best practices makes it easier to achieve simpler, smarter ITSM.

Speakers: Mike Crabtree, Adam Moskoff
 

45 minutes

Beyond the service portal: Elevate ITSM for meaningful work

A key question we often hear is: How can ITSM teams maximize their impact with limited resources? The answer lies in looking beyond the service portal to other aspects of service management and adopting ITIL-aligned ITSM practices.

In this session, we’ll delve into often-overlooked ITSM practices that can deliver benefits at scale, transform teams into creative problem solvers, and enable meaningful work.

Speakers: Jaime Figueredo Abreu, Joe Mihaljevic
 

45 minutes

Advanced topics in GenAI for ITSM

How does a private LLM empower customers with complete data authority? What’s the best way to offer reliable, contextually relevant services with GenAI? What are GenAI-enriched workflows, and how can they enhance service experiences for users and agents? Finally, where does GenAI go from here?

Join this session with GenAI experts and uncover the potential of GenAI for your service management.

Speakers: David Baron, Dean Clayton, Adam Luciano