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.