Agentic AI is rapidly reshaping service management, shifting AI from a supportive tool to a more active participant in triage, resolution, orchestration, and user support. At the same time, Autonomous Endpoint Management is creating new opportunities to proactively detect, remediate, and prevent issues across device fleets with less manual intervention.

This interactive workshop will explore where organisations are today, what they are trialling, and what the next 2–5 years may look like as these capabilities mature. While participants will be encouraged to share experiences, challenges, and ideas, the facilitator will use their AI expertise to guide the discussion, explain key concepts, and provide practical insight into how these emerging approaches can be applied in service management and endpoint operations.

Discussion will focus on adoption pathways, governance and trust, staffing impacts, operational opportunities, and the balance between autonomy and human oversight.