About the Event

IT teams have spent years being reactive by necessity. More tickets, more triage, and more time spent on requests funneled into a tired ticketing queue. Integrations of AI and automation have promised IT leaders a way out of defense and a chance to finally build something proactive. But the trap is just as real as the promise: layer in the wrong tools without a clear strategy, and you’ve traded one mess for another (and often a more expensive one). According to our State of Automation and AI report, 54% of IT pros say a lack of clear strategy is their biggest implementation challenge, and internal support is where that gap tends to show up first.

Join IT Brew and Console, alongside industry IT leaders, as we dig into what it actually takes to modernize internal IT support from the first automation decision to building something that scales. We’ll share the framework for how teams can shift from reactive to proactive, moving beyond patching the queue to building end-to-end workflows, rethinking how requests enter the system, and connecting the tools employees are already living in to the workflows IT actually runs.

Here's what you can expect to cover:

• Why most IT automation efforts stall and how to avoid this. From AI sprawl to integration debt, explore the most common ways modernization efforts stall and what IT leaders who've made real progress did differently, or would do differently in hindsight.
• The tier 1 and tier 2 ticket question: what can actually be automated? Get a practical framework for what the new era of IT might look like. We’ll identify which support requests are ripe for automation, which still need a human in the loop, and how to sequence the work without breaking what's already running.
• Building the connected foundation that makes automation stick. Understand how fragmented apps, data silos, and shadow AI are the hidden bottlenecks in most internal support modernization efforts and how to provide the context to securely automate workflows.