The Rise of the AI-Native ITSM

Most ITSM platforms bolt AI onto a ticketing system built for a different era. New era AI-native ITSMs are designed the other way around with automated resolution, context-aware routing, and continuous learning as the foundation.

This session covers how Console, an AI-native ITSM, handles L1 and L2 tickets, how routing policies are defined in natural language against your existing CMDB and identity context, and how the system's resolution confidence compounds with every closed ticket. If you're rethinking your service desk architecture for a world where AI handles the queue, this is the session to attend.