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As organizations navigate the complexities of digital transformation, traditional metrics often fall short in dynamic operational environments. This session explores the practical implementation of an adaptive AI governance framework within an aviation IT Service Management (ITSM) ecosystem. Focusing on a live case study from Qatar Airways' IT Service Centre, the presentation examines the application of Adaptive Value Intelligence—a key performance indicator methodology designed to replace static, lagging measurements with a composite index.

Attendees will gain insight into a multi-dimensional governance model integrating leading and lagging indicators, execution quality, stakeholder impact, learning velocity, and adaptive weighting. The session outlines real, in-progress pilot outcomes, detailing how this dynamic methodology fundamentally reshapes critical operational metrics—such as abandoned call rates—within a high-scale, 24/7 aviation environment.

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As artificial intelligence transitions from experimental pilot to enterprise reality, organisations must make complex technology accessible across business units while maintaining rigorous operational control. This session details a practical transformation journey, beginning with the "Turing Tale of the digital twin"—a narrative using intuitive capability metaphors to demystify AI concepts for non-technical stakeholders. Grounding this vision in execution, the approach establishes robust governance parameters defining operational boundaries, control authorities, manual override mechanisms, and capability alignment. By mapping delivery roadmaps directly to the broader Enterprise Capability Landscape, the framework executes AI initiatives using the ITIL (Version 5) Transformation Model, supported by global standards ISO 5338 and ISO 23894 for clear security and implementation policies. Crucially, this integrated strategy delivered measurable results: boards and executives gained clarity and confidence in their governance duties, technical teams embedded DevOps and DevSecOps practices alongside ITIL (Version 5) to manage AI-as-a-Service lifecycles, and dynamic Capability Landscapes transitioned into permanent, business-as-usual governance instruments for continuous organizational transformation.

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In this session, Doug Tedder explores why enterprise service management (ESM) has become a strategic leadership capability for CIOs in the AI era, not just an extension of IT service management. He argues that as organizations push for faster AI adoption, CIOs are increasingly expected to deliver governance, innovation, and measurable business outcomes across the enterprise—not simply keep technology running.

The session explains what true ESM is, what it is not, and why “imposter ESM” efforts often fail to change the operating model. Attendees will learn how strong ESM helps break down silos, improve collaboration, strengthen governance, and create the foundation for AI-enabled capabilities to produce better business results rather than simply scaling existing inefficiencies.

Doug also outlines practical foundations for making ESM real, including understanding how the business defines value, mapping value streams, examining employee and customer journeys, and building continual improvement into the operating model. The session is designed to give leaders a clear, actionable lens for repositioning technology from a support function to the enterprise nerve center still needs an adult in the room.

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As IT Service Management continues to evolve alongside rapid technological advancements, ITIL (Version 5) introduces an enhanced approach to managing digital products, services, and user experiences in a technology-driven enterprise landscape.

This session is designed for ITIL 4 and ITIL V3 professionals looking to navigate the transition to ITIL (Version 5) and build future-ready Service Management capabilities. We will explore the key structural and conceptual shifts in the new ITIL qualification and certification pathways, and strategies for bridging knowledge gaps while leveraging existing ITIL expertise.

The session will also highlight the growing importance of AI Governance as organizations increasingly embed AI into products, services, and IT operations. We will discuss how AI governance complements modern ITSM, supports responsible and value-driven adoption of AI, and introduces new opportunities for professionals to expand their skills beyond traditional Service Management.