This “living” article was created as a handy resource that lists the ITSM webinars we’ve participated in since 2021 (it now only shows those from 2023). It’s irregularly updated with new ITSM webinars as needed, and the webinar-based text is taken from the respective landing pages.
I’m sure we’ve missed some ITSM webinars, but we’ll add them as we spot omissions.
2026 ITSM Webinars (to date)
The Unified Front Door: Delivering An Excellent Employee Experience
Description: When employees don’t know where to go for help – or worse, don’t trust that help is coming – productivity suffers and IT takes the blame. In this session, we’ll explore what it takes to build a consistent, low-friction service experience across every touchpoint: from first request to final resolution. We’ll cover portal design, self-service deflection, knowledge base quality, and how AI-powered automation is raising the bar for what employees expect. Because a great employee experience isn’t just about having a portal; it’s about making sure that portal actually works for the people using it.
Register now: https://events.solarwinds.com/itsm-maturity-playbook-live-ep3/?TrackingCode=UTM
Presented by: Lauren Okruchand, SolarWinds, and Stephen Mann, ITSM.tools
Teaser video:
Conversations with Giants, Episode 14
Just as valuable as a webinar, but far more conversational (that’s the polite term):
To be added – HCLSoftware Agentic AI webinar
Description: AI adoption in ITSM is accelerating, but most organizations are still far from autonomous operations. Join Stephen Mann and Jiten Rajani for an exclusive discussion on The State of Agentic AI in ITSM 2026, based on new industry research from HCLSoftware and ITSM.tools. Drawing insights from a global survey of 256 ITSM professionals, this session will explore how organizations are approaching Agentic AI, where adoption is accelerating, and what is still slowing the shift toward autonomous ITSM operations.
What’s in it for you?
- Insights into the current state of Agentic AI adoption in ITSM
- A clearer understanding of the operational barriers slowing autonomous ITSM
- Perspectives on why governance, trust, and readiness are becoming critical
- Real-world trends shaping the future of AI-driven service operations
- A first look at the findings from The State of Agentic AI in ITSM 2026 report
Whether you’re exploring AI-assisted workflows or preparing for more autonomous service operations, this webinar will help you better understand the trends shaping the future of ITSM
Sign-up link: https://www.linkedin.com/events/7465026039455531011/
Presented by: Jiten Rajani Director, Product Marketing, HCLSoftware and Stephen Mann, ITSM.tools
Benefitting from AI in IT Support
Description: AI is rapidly reshaping how IT service desks operate -expanding what teams can deliver, improving consistency, and increasing the overall value IT provides to the business. As technology dependence grows, IT support must understand not just what AI can do, but how to apply it effectively and responsibly.
You may already see AI features embedded in ITSM tools or hear discussions about Agentic AI and autonomous operations. But to truly capitalize on these opportunities, IT teams need deeper insight into where AI is driving real value today – and what it takes to adopt it successfully.
Attendees learned the following:
- The most widely adopted AI use cases across core IT support capabilities
- The people and process impacts of AI adoption, and why strong governance is essential beyond ITSM tool guardrails
- How trust factors into every stage of AI maturity—especially as organizations move toward more autonomous operations
- How AI can strengthen collaboration between ITSM and security teams for more resilient, seamless support
Watch it on-demand here: https://www.brighttalk.com/webcast/21178/664108
Presented by: BeyondTrust and Stephen Mann, ITSM.tools
Enterprise Digital Podcast: ITSM Tool Churn and Why Organizations Keep Replacing Them
It’s not an ITSM webinar as such, but worth including in this list:
State of AI in IT 2026 | Actionable Takeaways for IT Leaders
Description: While most IT organizations have moved past low-stakes experimentation with AI, many are still struggling to go from AI adoption to consistent measurable results. In this webinar, Atomicwork and ITSM.tools share findings from the third edition of the State of AI in IT report, based on responses from over 1,000 IT professionals and end users. We look at what’s working, where progress is stalling, and why trust, readiness, and governance are now bigger challenges than adoption itself.
Watch it on-demand here: https://www.brighttalk.com/webcast/20429/661044
Presented by: Sajeesh Sahadevan, Atomicwork, and Stephen Mann, ITSM.tools
Enterprise Digital Podcast: Innovation, Trust, and the ITSM Churn Cycle
Description: Stephen Mann from ITSM.tools joins Barclay and Ian for a wide-ranging conversation about innovation, adoption, and why the industry keeps going round in circles. The discussion covers the gap between what emerging technology promises and what organizations are actually set up to receive.
Why do organizations keep churning through ITSM tools rather than improving what they already have? Stephen makes the case, as he has since 2011, that real capability improvement often only happens when a new tool project creates the funding and focus to do what should have been done all along. At the end of the day, most tools do broadly the same things, and swapping one for another rarely solves the underlying problem. The group also picks apart the gap between selling a tool and retaining a customer, and what it means when those two things are handled by different people with different measures.
The thread running through the whole episode is trust: trust in new technology, trust that the foundations are in place to make it work, and trust that the benefits will follow. Stephen’s argument at the end is that the innovation most needed right now isn’t in the tools themselves; it’s in helping organizations get to a position where they can use them properly.
Why Agentic AI is No Longer Optional for Competitive IT Organiztions
A 10-minute webinar recording for SuperOps.
2025 ITSM Webinars
To be added – PeopleCert AI in ITSM Tools webinar
To be added
Presented by: Dmitry Isaychenko, PeopleCert and Stephen Mann, ITSM.tools
Unveiling Agentic AI in ITSM for Future-ready Enterprises
Description: AI isn’t coming – it’s here. And in ITSM (IT service management), the difference between adopting it now or later could define who thrives and who gets left behind.
A 30-minute session explores how agentic AI is transforming ITSM, from predictive operations to autonomous actions. With Jiten Rajani as moderator, this session goes beyond the hype to deliver practical insights and real-world applications, including:
A fresh perspective on why AI adoption in ITSM has moved from optional to essential
An exploration of emerging AI technologies and how they go beyond chatbots
Practical considerations for scaling AI responsibly, with governance and trust built in
Strategic takeaways to help you deliver better user experiences and business outcomes
Watch it on-demand here: https://www.brighttalk.com/webcast/17964/658567
Presented by: Varun Nagpal Associate Vice President, HCLSoftware, Jiten Rajani Director, Product Marketing, HCLSoftware, and Stephen Mann, ITSM.tools
The State of AI in ITSM 2025
Description: AI adoption in ITSM isn’t just accelerating – it’s reshaping how IT delivers value. From boosting productivity to enabling Agentic AI, the decisions IT leaders make today will define their competitiveness tomorrow.
An in-depth 30-minute discussion on the State of AI in ITSM 2025 survey. Based on responses from 186 ITSM professionals worldwide, this session unpacks the real challenges, adoption trends, and trust factors shaping the future of service management:
- Why trust in AI is growing, and what it takes to maintain it
- The top ITSM challenges driving the push for AI adoption in 2025
- How organizations are embedding AI into ITSM tools, from virtual agents to Agentic AI
- The benefits IT leaders are realizing today—and where the gaps remain
- The barriers holding organizations back, from ROI concerns to skills shortages
Watch it on-demand here: https://www.brighttalk.com/webcast/17964/651613
Presented by: Jiten Rajani Director, Product Marketing, HCLSoftware and Stephen Mann, ITSM.tools
5 Key Trends Shaping the Future of IT Service Desks
Description: Corporate IT support is more critical than ever as businesses grow more reliant on technology and expectations are only rising. But is your IT service desk evolving fast enough to meet the demand? AI and other emerging technologies are reshaping how IT support is delivered, enabling smarter, faster, and more cost-effective service. In this BeyondTrust webinar, Stephen Mann of ITSM.tools explores what’s driving this transformation and how leading service desks are adapting. Watch to learn:
- Practical tips to improve support operations, experiences, and outcomes.
- Key drivers of IT support change
- 5 top trends – including the growing role of AI in IT service desks
Watch it on-demand here: https://www.beyondtrust.com/webinars/5-key-trends-shaping-the-future-of-it-service-desks
Presented by: BeyondTrust and Stephen Mann, ITSM.tools
State of AI in IT 2025
Description: Atomicwork, ITSM.tools, and ITIL (by PeopleCert) conducted a global study involving IT professionals and published the findings in the ‘State of AI in IT 2025’ report.
In the webinar, Sajeesh Sahadevan from Atomicwork, Stephen Mann from ITSM.tools, and Roman Jouravlev from ITIL (by PeopleCert) discuss the report findings and actionable insights to help with your 2025 technology strategy.
Watch it on-demand here: https://www.brighttalk.com/webcast/20429/633760
Presented by: Sajeesh Sahadevan, Atomicwork, Roman Jouravlev, ITIL (by PeopleCert), and Stephen Mann, ITSM.tools
Older ITSM Webinars
2024 ITSM Webinars
GenAI Capability Adoption – It’s Not Simply “Time to Make the Doughnuts”
Description: Generative artificial intelligence (GenAI) offers many opportunities to improve IT service management (ITSM) and IT service desk operations and outcomes. However, GenAI’s success requires more than implementing the new technology. Instead, as with many technology changes, there’s a need for organizational change management (OCM) tools and techniques to facilitate what’s ultimately a change to the traditional ways of working, i.e. it’s a people change.
Please join this SDI webinar with Ikram Aslam of SymphonyAI and Stephen Mann of ITSM.tools to learn the what, why, and how of successful GenAI adoption:
- How the OCM guidance in ITIL 4 should be embedded within your organization’s GenAI adoption initiatives.
- What GenAI offers to IT service desk operations, in particular
- Why OCM is needed to make new GenAI capabilities successful
Watch it on-demand here: https://www.brighttalk.com/webcast/9795/629961
Presented by: Ikram Aslam, SymphonyAI and Stephen Mann, ITSM.tools
Generative AI: The Future of ITSM and ESM
Description: This webinar, hosted by Helen May, Senior Solutions Consultant at SymphonyAI alongside Stephen Mann, Principal Analyst and Content Director at ITSM.tools, delved into the transformative potential of AI, especially generative AI, within the realms of enterprise service management (ESM) and IT service management (ITSM). They discussed the rapidly growing inevitability of AI adoption in these fields, driven by escalating user expectations and the necessity for businesses to stay competitive. The session underscored a strategic, business-driven approach to AI implementation, advocating for its use to boost efficiency, productivity, and overall business performance. Mann and May emphasized starting with small, manageable AI projects to build confidence and experience while ensuring seamless integration into broader ESM and ITSM frameworks. This approach aims to harness AI’s full potential to enhance service delivery and operational excellence, positioning businesses to thrive in an increasingly AI-driven landscape.
Watch it on-demand here: https://www.youtube.com/watch?v=pGhmLYgGwGQ
Presented by: SymphonyAI and Stephen Mann, ITSM.tools
Current State of AI Adoption in Service Management & Practical Guidance for Orgs & Leaders
Description: AI’s integration into ITSM brings about a paradigm shift, making IT services more efficient, proactive, and user-centric. It empowers IT teams to deliver high-quality services, reduce operational costs, and adapt to the ever-evolving technological landscape. Learn more about it with SymphonyAI’s on-demand webinars.
“The Current State of AI Adoption in Service Management and Practical Guidance for Organizations and Leaders.”
In this edition, we are diving deep into the world of AI adoption in service management, with our industry expert, Stephen Mann. A study by McKinsey Research estimates that generative AI could add between $2.6 and $4.4 trillion dollars of value annually. By 2025, Gartner predicts that 80% of conversational AI offerings will incorporate generative AI, which is a significant jump from just 20% in 2023.
Know the factors that are preventing companies from adopting AI in ITSM. Receive insights into the “basic” generative AI use cases that organizations should consider testing.
Watch it on-demand here: https://www.youtube.com/watch?v=xqTSjfr-MB0
Presented by: Jason Yeary, Sr. Solutions Consultant, SymphonyAI and Stephen Mann, ITSM.tools
Building Value – The Next Challenge for IT Organizations
Focusing on value can be difficult for IT organizations. This webinar shares some insights on how to make IT service delivery and support more value-focused.
Watch it on-demand here: Building Value – The Next Challenge for IT Organizations
Presented by: Stephen Mann, ITSM.tools for EasyVista
ITSM Trends – What you need to know
An update on the latest ITSM trends for 2024 in 40 minutes.
Watch it on-demand here: ITSM Trends – What you need to know
Presented by: Stephen Mann, ITSM.tools for EasyVista
2023 ITSM Webinars
Advanced ITSM – What it is and Why you Need it
Watch it on-demand here: https://www.youtube.com/watch?v=89Bkr4FUpnQ
Presented by: OpenText and Stephen Mann, ITSM.tools
Is your ITSM Ready for 2023?
An hour-long HDI-led panel discussion/ITSM webinar exploring ITSM challenges and changes over the next 12 – 18 months.
Watch it on-demand here: Is your ITSM Ready for 2023?
Presented by: Stephen Mann, ITSM.tools | Phyllis Drucker | Ed Perez, IFS | Tim McElgunn, HDI
5 Key Trends for IT Service Desk Improvement
The business-stakeholder expectations of corporate IT service delivery and support capabilities have changed dramatically in the last few years, but has your IT service desk done enough to keep up? Plus, there’s still likely more to do with your service desk needing to further improve and future-proof its capabilities to ensure that it’s better aligned with, and perhaps even driving, the expectations of IT support.
This ITSM webinar outlined what’s needed and what other IT support organizations are doing.
Watch it on-demand here: 5 Key Trends for IT Service Desk Improvement
Presented by: Stephen Mann, ITSM.tools | Joe Vachon, BeyondTrust
This 2021 article was last updated in 2026. We will continue to add our ITSM webinars as they happen.
ITSM Webinars FAQs
ITSM webinars are online presentations or discussions that help IT professionals learn about IT service management (ITSM), ITIL, service desks, enterprise service management (ESM), AI, automation, digital transformation, and other related topics. They typically feature industry authorities sharing practical advice, research findings, and real-world experiences.
Yes. Most ITSM.tools webinars are available to watch on demand at no cost. Some partner-hosted webinars may require a simple registration or email address before you can access the recording.
Most webinars feature Stephen Mann, Principal and Content Director at ITSM.tools, alongside speakers from leading ITSM vendors, consultants, and experienced practitioners.
The webinar library covers a wide range of ITSM topics, including:
ITIL best practices
Enterprise Service Management (ESM)
AI in ITSM
Service desk metrics and KPIs
Digital employee experience
Self-service
ITSM trends
Service management value creation
ITSM tool selection and consolidation
Yes and no. Many webinars provide introductory guidance suitable for newcomers to ITSM, while others explore more advanced topics for experienced IT leaders, service desk managers, and ITSM practitioners.
Yes. The page serves as a growing library of webinar recordings dating back to 2023, allowing you to watch previous sessions whenever it suits you.
No. While ITIL is covered extensively, the webinars also explore broader ITSM topics including AI, automation, customer experience, enterprise service management, IT operations, service desk performance, and emerging industry trends.
No. The webinars are intended for professional learning and industry insight. Unless specifically stated by the webinar organizer, they do not automatically provide ITIL or certification credits.
These webinars are valuable for:
IT service desk analysts
ITSM managers
IT leaders
CIOs
Enterprise service management professionals
ITIL practitioners
Digital transformation teams
Anyone looking to improve IT service delivery
Yes. Webinars often focus specifically on current ITSM trends, emerging technologies, AI adoption, service desk evolution, and changing business expectations to help people and organizations stay up to date with industry developments.
Further Reading
Here are some popular ITSM articles:
Please use the website search capability to find other helpful ITSM articles on topics such as knowledge management, IT asset management (ITAM), user experiences, ticketing systems, day-to-day support processes, improving business processes, decreasing resolution times, handling support requests via a single point of contact and best practice support operations, service management tools, service desk team motivation, service desk software, customer expectations, being a configuration manager, request management, support agent development, defining levels of service, making informed decisions, designing products and services, key performance indicators (KPIs), and other ITSM processes.
Sophie Danby
Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.
She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor. Y
