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• Webinar: Beyond the Copilot: What Agentic AI Means for the Future of IT Service Management

  • When
    2026-06-18
  •  
    11:45 - 13:00
  • Location
    Webinar

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  Beyond the Copilot: What Agentic AI Means for the Future of IT Service Management

  AI assistants were just the opening act. The shift toward agentic AI - systems that don't just suggest but act, orchestrate, and resolve autonomously, is arriving faster than most ITSM organizations are prepared for. But the real disruption isn't just technological. It's human.

  In this session, Saaniya Chugh draws on a decade of hands-on ITSM experience spanning implementation, advisory, and platform strategy to explore what this shift actually looks like in practice - where autonomous service management is already taking hold, what it demands of your processes and data foundations, and why the organizations getting it right are investing as heavily in their people as in their platforms.

  We'll examine the uncomfortable questions this transition forces onto the table: What happens to the institutional knowledge embedded in your best practitioners when AI starts owning the workflow? How do you lead a team through a change whose destination is still being defined? And how do you make the case to leadership for transformation when the landscape is shifting faster than any roadmap can capture?

  Whether you're a practitioner navigating what AI means for your role, or a leader deciding where to place your bets, this session will give you a sharper way to think about what's coming , and a more honest picture of what it will take to lead through it.

  
  

  Speaker:

  
  

  Saaniya Chugh

  Saaniya Chugh is a Principal Platform Architect at ServiceNow and a published author with over a decade of experience in IT Service management, spanning roles across administration, development, implementation, and enterprise advisory. She has worked with organizations across Canada, Australia, and India, bringing a practitioner's perspective to some of the most complex ITSM transformation challenges facing enterprises today.

  Saaniya is the author of multiple books with Apress/Springer Nature and she also writes on ITSM, technology and career strategy through her LinkedIn newsletter, Blueprints2Breakthroughs.

  Beyond her advisory and authoring work, Saaniya is an active community builder - organizing ServiceNow developer meetups across Toronto and Montreal and contributing to practitioner communities as a speaker, technical reviewer, and mentor. Her sessions are known for cutting through vendor noise with honest, experience-grounded perspectives on where the industry is actually heading,and what it takes for practitioners and leaders to stay ahead of it.

  Grounded in practice and driven by curiosity, she remains involved in the intersection of technology, service management, and professional growth.

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