Session 205: A New Service Management Partnership: Humanity and AI

Tuesday, November 12 at 11:15 AM

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Much has been said about the role of AI and automation in IT and service management, but in most cases, we've failed to look at one vital element of this initiative: the partnership that will emerge between AI and the people, or rather, the humanity of IT and service management. This new partnership is not what people expect and is critical to the success of both the service management organization of the future, and even more importantly to the success of the business. Attend this session to learn about how IT and service management are poised to change in the next 10 years, the role of people as AI and automation play a bigger role, and how people and AI can partner and make each other better.

Kevin Smith


With degrees in chemical engineering and computer science, Kevin spent the first 10 years of his career at the NASA Johnson Space Center in Houston, working in Mission Operations for the Space Shuttle Program. For the past 15 years, he's worked with Ivanti (formerly HEAT software), advising market-leading IT organizations on strategy, business process design, and leveraging software solutions to help IT perform better. Kevin is the author of The Practical Guide to World-Class IT Service Management, The IT Imperative, and One IT, One Business.