Conference Fees:
R11,999 Excl vat (per delegate) In-Person.
Register 3 Delegates and 4th Seat for Free.
Credit Card Payment Option Available.
Register Now: https://www.conferencehub.co.za/registration
Overview
Event Overview
Your ITSM model is being quietly tested every day.
By frustrated users.
By impatient executives.
By a business that expects speed, intelligence, and seamless experiences.
And the uncomfortable truth?
Most ITSM environments are still:
• Reactive
• Ticket-driven
• Invisible to the business
This conference is designed to help you reclaim control, relevance, and influence by transforming ITSM into a strategic value engine powered by AI and experience design.
Across 2 days, you will explore how to transform ITSM into a strategic, experience-led, and AI-enabled capability that delivers measurable impact across the organisation.
Through practical insights, real-world case studies, and hands-on engagement, the focus is clear:
• Eliminating operational overload through automation and intelligent workflows
• Moving from reactive support to predictive, prevention-driven operations
• Replacing outdated SLAs with experience-driven service models (XLAs)
• Aligning ITSM with business priorities, performance, and executive expectations
Because in today’s environment, ITSM is no longer judged by efficiency alone.
It is judged by its ability to drive outcomes, influence strategy, and earn its place at the executive table.
Key issues to be discussed include:
Event Highlights
• AI in ITSM, beyond the hype, into real operational impact
Explore how leading organisations are using AI to reduce ticket volumes, predict incidents, and automate service delivery, moving from experimentation to measurable results.
• From SLAs to XLAs, designing services users actually value
Understand how to shift from internal performance metrics to experience-driven service models that reflect real user satisfaction and business impact.
• Eliminating ticket overload through automation and self-service
Discover practical strategies to reduce service desk pressure, streamline workflows, and empower users to resolve issues faster and independently.
• From firefighting to predictive IT operations
Learn how to break the cycle of constant incidents by adopting AIOps, root cause analysis, and prevention-first strategies.
• Aligning ITSM with business outcomes and executive expectations
Gain clarity on how to position ITSM as a strategic enabler, demonstrating value in terms the business understands and respects.
• Simplifying your ITSM ecosystem, reducing tool sprawl and complexity
Explore how to consolidate platforms, improve integration, and create a single source of truth across your service environment.
• Integrating ITSM with DevOps and modern delivery models
Bridge the gap between speed and stability by aligning service management with agile, DevOps, and SRE practices.
• Extending ITSM across the enterprise with Enterprise Service Management (ESM)
Learn how to apply ITSM principles beyond IT, improving service delivery across HR, Finance, and Operations.
• Metrics that matter, proving value, not just activity
Move beyond vanity dashboards and learn how to measure and communicate ITSM performance in terms of business outcomes.
• Hands-on AI workshop, building your 90-day ITSM transformation plan
Walk away with a practical, actionable roadmap to implement AI, automation, and experience-driven service improvements in your organisation.
Benefits of Attending
• Reposition ITSM as a strategic business enabler, not a support function
• Reduce operational pressure, without increasing headcount
• Move from reactive firefighting to proactive, predictive operations
• Strengthen your credibility with executives and business stakeholders
• Deliver measurable improvements in user experience and satisfaction
Simplify your ITSM environment and eliminate unnecessary complexity.
• Bridge the gap between ITSM, DevOps, and modern delivery models
• Future-proof your role in an AI-driven IT landscape
• Walk away with a practical, actionable 90-day transformation plan
Who Should Attend?
ITSMindshift 2026 is designed for professionals who are leading, shaping, or reimagining IT service management in their organisations. Ideal attendees include:
Technology and IT Strategy Leaders
• Chief Information Officers (CIOs)
• Chief Technology Officers (CTOs)
• Heads of ITSM, Service Delivery, or IT Strategy
Service Management and Operations Professionals
• ITSM Managers and Process Owners
• Incident, Problem, Change, and Configuration Managers
• Service Desk Leaders and Support Operations Managers
Innovation and Transformation Drivers
• Digital Transformation and Innovation Executives
• Agile and DevOps Coaches with ITSM oversight
• Product Owners for Automation and AI in IT
Experience, Risk and Governance Specialists
• Customer/Employee Experience (CX/EX) Managers
• IT Risk, Compliance, and Cybersecurity Leads
• ESG, Sustainability, or Responsible Tech Officers
Those Responsible For:
• Service design, delivery, and performance
• Enabling hybrid workforce support
• Aligning ITSM with business strategy and KPIs