TOP TABLE – Freshworks

From Reactive to Resilient: Building Service Operations for the Future Enterprise

Enterprise organisations are navigating a period of unprecedented change. Economic uncertainty, cybersecurity threats, evolving employee expectations, AI adoption and increasing business dependency on technology are reshaping the role of IT. The expectations placed on service operations have fundamentally changed. IT leaders are no longer measured only by stability and availability; they are increasingly expected to enable agility, improve experiences and help the business move faster. This exclusive executive strategy session brings together senior technology leaders to explore how organisations can move beyond reactive service management and build more resilient, intelligent and adaptive service operations. Through executive insight, peer discussion and real-world scenarios, attendees will explore where operational friction exists today, how leading organisations are evolving their operating models, and what capabilities will define the future of IT service management.

Attendees will learn:

• How the role of service operations is evolving in response to increasing business complexity and disruption.
• Where operational friction can impact agility, efficiency and employee experience.
• How leading organisations are building more resilient operating models.
• The capabilities required to improve visibility, automation, decision-making and collaboration.
• Practical approaches to moving from reactive service operations towards a more intelligent and adaptive future state.