March 19th | 9:00 AM PT / 12:00 PM ET

Find out why reactive workflows fall short — and how to achieve autonomous resolution at enterprise scale.

For years, IT organizations have invested heavily in ITSM platforms to streamline workflows, improve visibility, and standardize service delivery. More recently, AI features have been layered on top — copilots, chatbots, and predictive insights promising faster resolutions and lower costs.
Yet ticket volumes continue to rise. Service desks remain overwhelmed. And repetitive tasks still consume valuable agent time.
In this session, we’ll explore why traditional ITSM tools — even with bolt-on AI — are fundamentally limited in their ability to reduce demand at scale. You’ll learn:

• Why workflow-driven, ticket-centric models are inherently reactive — and why speeding up response times doesn’t eliminate demand.
• Where “assistive AI” falls short — and why copilots and chatbots alone don’t materially change the cost-to-serve equation.
• What it takes to move from ticket management to autonomous resolution — reducing L1/L2 volume through agentic AI and end-to-end task automation.

If your goal is to truly reduce tickets — not just respond to them faster — this session will challenge conventional thinking and outline a new operating model for modern IT service management.