Changed by AI, Helping Change ITSM

Miroslav Hlohovský Executive Partner and Head of Consulting /OMNICOM

AI has already reshaped how we work — from ITSM implementations to day-to-day support. In this talk, we share honest, field-tested lessons from bringing AI into real client projects. We’ll also open up our own journey building a native MCP (Model Context Protocol) server for GLPI — why we chose to build it ourselves rather than rely on external tools, and what it means for how AI assistants connect to ITSM data. What worked, what didn’t, and what we think the ITSM community should be paying attention to next.