Breakfast Briefing 3: AI and Automation Are Changing the ITSM Game


Wednesday, November 13 at 7:30 AM

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IT service teams are under constant pressure to do more with less, while also delivering superior customer service and reduced downtime. But complexity is also increasing. Artificial intelligence and machine learning offer opportunities to address these dueling situations and improve ITSM overall. In this session, learn about the challenges that organizations are facing with respect to IT operations and examine how IT managers and directors can implement AI to improve their operations. You'll walk away with a better understanding of the constraints and challenges that IT teams are facing with respect to budgets, personnel, and customer expectations, the ways in which AI and automation and transforming IT operations and service management, and the steps organizations can take to encourage AI adoption and capture the benefits of these new technologies.

Akhil Sahai

Chief Product Officer
Symphony Summit

As chief product officer at Symphony Summit, Dr. Akhil Sahai heads product management and marketing, leveraging more than 20 years of experience in product strategy and management marketing and business development. Previously, he was the chief product officer at LexisNexis. Prior to that, he led early-stage AI/machine learning-based start-up Perspica Inc. to successful acquisition by Cisco, initiated, funded, and managed enterprise-wide solutions programs at HP, and worked in product management at VMWare, where he launched vCloud software. Akhil received his PhD in computer science from INRIA France and his MBA from the Wharton School of the University of Pennsylvania. He holds 17 technical patents, has authored a book, and has written more than 80 peer-reviewed articles.

John Thompson

Associate Director
Greater Toronto Airports Authority

John Thompson is the associate director of information services delivery at the Greater Toronto Airports Authority. An IT professional with over fifteen years of information systems experience gained with leading employers in the hospitality and construction sector, John is regarded as highly strategic in defining technology vision and leading project execution to deliver leading edge technology, enabling streamlined operations and exceptional customer service.