VIRTUAL EVENT
BigPanda at the SDI AI & Automation Summit
Recorded on Wednesday, September 23, 2026
Watch the Replay
AI and Automation in ITSM: Friend or Foe? You Decide.
AI is transforming IT Service Management, but not everyone is convinced it’s a force for good. Will it replace the service desk operators? Can it really be trusted to make operational decisions? Or could it become the teammate every service desk has been waiting for?
The reality is that 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.
In this interactive session, we’ll explore where AI delivers value today and where humans should remain firmly in control. 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.
You’ll learn:
- How AI can prevent incidents before they reach the service desk
- Where AI adds the most value across detection, investigation, and resolution
- Practical ways to leverage automation without losing human control
