The challenges of providing service management to organizations have evolved from fulfilling basic service requests to deploying and supporting new and emerging enterprise-scale tools and technologies, helping automate business workflows and return solid ROI. Today, service management leaders and their teams are asked to provide solutions that support digital transformation initiatives in addition to enhancing and expanding predictable service delivery throughout the business.

Join HDI Principal Analyst Tim McElgunn, Freshworks’ Ken Gonzalez, and a panel of industry experts on October 3 to discuss how GenAI can help enterprises level up service delivery across the organization.  Explore use cases on how IT departments are extending their skills, experience, and knowledge of IT service management to other departments (such as HR) to deliver high-quality, consistent, and continually improving services.

In this hour-long panel discussion, you’ll learn:

• Best practices to avoid potential pitfalls of an AI transformation.
• How AI-powered self-service and knowledge management can help free up IT staff AND improve employee interactions with HR and other departments.
• What to expect as these powerful tools evolve and employees learn to leverage them effectively.

Speakers:

Kenneth Gonzalez
Senior Director, Product Marketing,
Freshworks
Ken, often known by his nickname “kengon,” is a seasoned technology professional and internationally recognized expert in IT Service Management. Having spent just over 6 years at Gartner, he has worked as an Analyst and Advisor, helping business executives, technology leaders and their direct reports develop innovative resolutions to their most pressing issues/concerns. He brings a wide range of interests and life experiences to his work, taking a multidisciplinary, people-centric, value-based, results-focused approach.

Doug Tedder
HDI Business Associate and Principal Consultant,
Tedder Consulting LLC
Doug Tedder is the principal of Tedder Consulting LLC, a service management and IT governance consultancy. Doug is a recognized thought leader who is equally adept in interactions ranging from senior leaders to day-to-day practitioners. Doug’s passion is helping and inspiring good IT organizations to become exceptional. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business leaders.

James Finister
Engagement Director,
Tata Consultancy Services
James Finister has been involved in the development of ITSM best practice for more than 30 years, most recently as a co-author of ITIL’S High Velocity volume.
He is a member of International Organization for Standardization (ISO) and the British Standards Institution (BSI) committees for AI, DevOps, corporate governance, and IT service management and was for many years the senior lecturer in IT governance at the UK’s Civil Service College.
Today, James works across many sectors and geographies as an Engagement Director on Tata Consultancy Services’ CIO Advisory team.
James is a highly respected speaker at global conferences and was voted one of HDI’s “Top 25 Thought Leaders of 2023,” recognizing his leadership in assessing and shaping the impact of AI on governance, strategy, and the workforce.

Tim McElgunn
Principal Analyst,
ICMI & HDI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.