AI Meets the new ITIL: Evidence, Insights and Real-World Impact
Speaker: Markus Bause, VP of Product, PeopleCert
AI is already reshaping service management through automated triage, AI-generated knowledge, anomaly detection, virtual agents, intelligent workflows, and emerging agentic capabilities. Drawing on PeopleCert's research, the 2025 AI in ITSM Tools report, the Accredited Tool Vendor programme and practitioner insights, Markus will examine what differentiates successful adopters, where organizations struggle and how ITIL guidance is evolving to support sustainable, value-driven AI-enabled ITSM. 
Discover a practical, data-driven view of what AI is changing in ITSM, what remains essential, and how to avoid common adoption pitfalls.
Best practice at the time of disruption: How ITIL and PRINCE2 help to navigate the VUCA ocean
Speaker: Roman Zhuravlev, Senior ITIL architect, PeopleCert
Volatility, uncertainty, complexity, and ambiguity continue to reshape business and technology, while AI accelerates disruption. In this session, Roman will explore whether best practice can remain relevant in an unpredictable environment, how management frameworks should evolve, and how ITIL and PRINCE2 can help organizations navigate continuous change.See how established best practices can develop to support decision-making and value creation amid uncertainty.
