AI-Native ITSM: Stop Chasing Tickets, Start Closing Them
Pre-AI service workflows have three bottlenecks that don't go away just by adding headcount: incomplete tickets stall work before it starts, misrouted tickets add wait time at every handoff, and routine requests consume the skilled people who could be doing higher-value work.
Join Isos Technology for a live, demo-led look at the AI Service Desk: an agentic intake layer built natively into Jira Service Management that asks only the questions a ticket actually needs, routes it to the right queue with its reasoning attached, escalates anything that looks like a security issue immediately, and answers from your knowledge base first when it can. You'll see it running against real request types, not a slide of mockups.
October 29 | 11:00 AM PT / 2:00 PM ET
Register Now
What You Will Learn
- How the intake agent works out the request type and asks only for the fields that type requires, before anything is filed
- How tickets get routed to the right queue the first time, with a confidence score and reasoning attached
- How security-relevant requests get escalated immediately, without waiting for a slow reply
- How knowledge-base deflection resolves requests before they become tickets
- What it looks like end-to-end across Slack, Microsoft Teams, and email
- How teams measure intake completeness, routing accuracy, deflections, and time to resolve
Speakers
Ian Cooperman, Moderator
Senior Director of Enterprise Solutions, Isos Technology
Ian Cooperman leads complex digital programs and enterprise initiatives that drive measurable business outcomes. With over 15 years of experience, Ian specializes in program management, agile transformation, and cross-functional leadership, helping organizations modernize delivery models and scale effectively. At Isos, he has progressed through roles in consulting, strategic account management, and service leadership, consistently delivering value for enterprise clients. Prior to Isos, Ian led global digital and mobile programs at Citi and held leadership roles at SS&C Advent and http://Web.com . He is known for building high-performing teams and driving collaboration across technology and business functions.
Steve Farmer, Speaker
AI DevOps Expert, Isos Technology
Steve Farmer is an AI DevOps Specialist with over 15 years of experience as an Enterprise Agile Coach, working with both startups and large enterprises to align executive goals with delivery team needs.
Andrew Yarrow, Speaker
VP of IT Ops
Andrew Yarrow is the Vice President of Information Technology at Isos Technology, where he leads the company’s internal IT strategy, systems, and infrastructure. With more than a decade at Isos, Andrew has progressed from Atlassian Consultant to Senior Technical Consultant, Director of Data & Integration, and now executive IT leadership. He brings deep expertise in Atlassian platforms, systems integration, cloud infrastructure, and enterprise data solutions. Prior to Isos, Andrew held several infrastructure and systems administration roles and was an Apple Genius, which helped him build a strong foundation in technical operations and client-focused support.
