EVENT
BigPanda sponsors the SDI AI & Automation Summit
Wednesday, Sept 23, 2026 | Live Virtual Event
Empowered by Intelligence: The new era of service support
“From Reactive Heroes to Proactive Problem Solvers”
The Service Desk Institute brings together forward-thinking support teams to focus on how AI can clear the clutter and turn unclear user essays into actionable insight. This is about how AI can help spot issues before they become incidents.
Join this live virtual event to hear how BigPanda plays a role in this new future as we show you how Agentic AI for IT operations works in practice. Chris Loveridge and Richard Oatridge use live demonstrations to share how AI can identify change risk before incidents occur, surface the right context for operators, and automate repetitive L1 tasks, allowing teams to focus on the work that really requires human expertise.
Agenda Snapshot
- 10:35 – 11:00 The AI-Enhanced Engineer: Using Smart Automation to Cut Through the Noise
- 11:00 – 11:20: AI in ITSM: The Good, The Bad, and The Ugly
- 11:20-11:45: What Happens When AI Joins the Service Desk Team?
- 12:00-12:25: Case Study – Rotherham NHS Foundation Trust – Implementation of AI-powered Autonomous Agent on the Service Desk
- 13:25-13:45: AI and Automation in ITSM: Friend or Foe? You decide. (BigPanda)
- 13:45-14:10: Keeping Humans in the Loop: What Ethical AI Really Means for the Service Desk
- 14:30-15:00: Human + Automation: Ask the Experts
BigPanda Session
AI and Automation in ITSM: Friend or Foe?
You decide.
13:25-13:45
Not everyone is convinced AI is a force for good. Will it replace the Service Desk? Can it really be trusted to make operational decisions? Can it become the teammate every Service Desk has been waiting for?
The reality is most Service Desks are still overwhelmed by alert noise, recurring incidents, and fragmented knowledge spread across monitoring tools, ITSM platforms, documentation, and the minds of experienced engineers.
Through live demonstrations and audience polls, you’ll see how Agentic AI can identify change risk before incidents occur, surface the right context for operators, and automate repetitive L1 tasks, allowing teams to focus on the work that really requires human expertise.
