AI in ITSM: From Confusion to Clarity
AI in ITSM. Everyone’s talking about it. Nobody knows where to begin.
This roundtable is for IT professionals who want clarity, not another sales pitch.
You’ll learn the difference between AI add-on and AI-native platforms. You’ll see both demonstrated. And you’ll leave with a practical starting point, not a stack of slides you’ll never look at again.
Honest conversation. Practical problem-solving. One day.
11th February 2026 | Eight Club Moorgate, London
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Event Details
• Date:Wednesday, 11th February 2026
• Time: 9:30 AM arrival | 10:00 AM – 4:00 PM
• Location: Eight Club Moorgate, London
• Format: Expert-led session + roundtable discussion
• Cost: Free
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What We Are Trying To Help You Solve
AI in ITSM is everywhere – in vendor pitches, in your LinkedIn feed, probably in your last board meeting. But for most IT teams, the reality looks something like this:
You don’t know where to start Which processes should you tackle first? How do you identify high-volume, repetitive ticket types that would actually benefit from AI? Many teams end up automating the easy stuff with minimal impact while the real pain points stay manual.
Your data isn’t ready AI running on messy, incomplete, or siloed data produces misclassified tickets, incorrect assignments, and frustrated users. Industry research suggests 89% of organisations say siloed data negatively impacts their IT operations. If your knowledge base is gathering dust, AI won’t magically fix that.
You don’t have AI expertise in-house Identifying the right use cases, implementing properly, maintaining systems once deployed – it’s a skill set most IT teams don’t have. Only 7% of organisations are at mature AI adoption levels.
Governance is a grey area Who approves AI use? What policies need to be in place? Meanwhile, staff are already using ChatGPT and other free tools without oversight. 51% of IT professionals cite governance and compliance as their top barrier to AI adoption.
You can’t cut through the vendor noise Every ITSM platform now claims to be “AI-powered.” But what does that actually mean? Market analysts note that generative AI has entered the “Trough of Disillusionment” – organisations bought into promises and are now hitting reliability issues.
You’re not sure how to measure success Faster ticket resolution means nothing if the answers are wrong and tickets keep reopening. Many teams are measuring activity, not outcomes – and can’t prove whether AI is actually helping.
This roundtable exists to address these challenges head-on.
What You Get
Clarity on AI approaches
Understand the difference between AI add-on (bolting AI onto existing platforms) and AI-native (platforms built around AI from the start). This distinction matters for your roadmap – and most people don’t know it exists.
A practical starting point
Stop guessing which processes to tackle first. Learn how to identify high-volume, repetitive ticket types and prioritise based on real impact.
Expert-led education
An introduction to AI in ITSM and live demonstrations showing different approaches in action – led by practitioners, not salespeople.
Peer experience
Learn what’s working (and what isn’t) for IT teams dealing with similar constraints, budgets, and challenges.
The Format
What to expect on the day:
Morning: Building foundations
We start with coffee and introductions, then move into an expert-led session covering AI fundamentals in ITSM. You’ll see the difference between AI add-on and AI-native approaches, understand why it matters, explore real use cases, and watch live demonstrations. This isn’t a product pitch – it’s education designed to give you the knowledge you need to make informed decisions.
Working lunch
Great food from Eight Club Moorgate, on us. A chance to continue conversations in a relaxed setting – often where the best insights happen.
Afternoon: Your challenges, solved
The roundtable discussion focuses on what matters to you:
- Where are you now with AI? What’s your current sentiment?
- Identifying your top use cases – which ticket types would benefit most?
- Governance, risk, and policy constraints – how do you move forward responsibly?
Expect honest conversation, practical problem-solving, and clear next steps you can take back to your organisation
Your Facilitators
Founded CIH Solutions in 2007 after seeing teams sold solutions they couldn’t maintain. Led 200+ ITSM implementations across the UK and Europe – from blue light services to building societies. Challenges conventional thinking: where vendors push complex systems, Chris builds practical solutions that work with real constraints.
Runs technical delivery at CIH Solutions across construction, finance, healthcare, law, and public sector. Integration expert covering SCCM, Intune, SolarWinds, vSphere, and systems held together with flat files. Core strength: transforming complex datasets into logical, maintainable configurations. Avoids checkbox-driven implementations – focuses on solutions that deliver operational value.
Event Details
• Date:Wednesday, 11th February 2026
• Time: 9:30 AM arrival | 10:00 AM – 4:00 PM
• Location: Eight Club Moorgate, London
• Format: Expert-led session + roundtable discussion
• Cost: Free