Workshop Put AI to Work for IT

It starts with defining your services.

This exclusive session is designed for MSP leaders, portfolio owners and business teams who want to move beyond fragmented operations and take control of their service delivery model, by building a clear, structured service architecture that enables scale, visibility, and profitability.

Why Attend

Today’s MSP landscape is at an inflection point:

Margins are under pressure
Customers expect proactive outcomes, not reactive support
Operations are fragmented across tools, teams, and processes

The result?
Limited visibility, inconsistent delivery, and scaling challenges.

Leading MSPs are taking a different approach.

They:

Clearly define their service portfolio
Structure operations around services (not tickets)
Connect technology, teams, and workflows end-to-end

This session will show you how.

What You’ll Learn

During this interactive session, we will explore how to:

1. Define Your Services

Move from loosely defined offerings to a structured, scalable service portfolio
→ Create clarity across customers, contracts, and delivery

2. Streamline Support Operations

Align teams, tooling, and processes to your service architecture
→ Reduce inefficiencies and improve time to resolve

3. Build the Foundation for Proactive Operations

Leverage visibility and structure to move from reactive to proactive service delivery
→ Enable predictive operations and automation at scale

Who Should Attend

This session is designed for:

MSP Executives (CEO, COO, CTO)
Service Directors & Operations Leaders
Portfolio & Product Owners
Transformation & Strategy Leads

Agenda

10:00 – 10:15 | Introductions
10:15 – 11:00 | Setting the Stage: Why Service Architecture Matters
11:00 – 12:00 | CSDM in Practice: Defining and Structuring Services
12:00 – 13:00 | Lunch
13:00 – 14:00 | CMDB & Beyond: Connecting Your Operational Backbone
14:00 – 15:00 | CSDM in Practice: From Structure to Proactive Operations
15:00 | Close

Key Takeaway (Strong Close Section)

You don’t scale by adding more people.

You scale by designing services that scale.

This session will give you the practical framework to:

Gain control over your service portfolio
Align your organization around services
Lay the foundation for a proactive, future-ready MSP

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Bob Bradley

ServiceNow

Bob Bradley is one of the most influential figures in American soccer history and a pioneer in global coaching. He led the U.S. Men’s National Team to the 2010 FIFA World Cup knockout stage and a historic 2009 FIFA Confederations Cup Final. Bradley has coached elite clubs across MLS and Europe and is a two-time MLS Coach of the Year.

龍前田

マーケティング本部
ServiceNow Japan合同会社

鈴木正敏

執行役員社長
ServiceNow Japan

Brian Solis

Head of Global Innovation
ServiceNow

https://briansolis.com/ Brian Solis serves as the Head of Global Innovation at ServiceNow where he drives vision and strategy for the company's Office of Innovation with Dave Wright, Chief Innovation Officer. In his role, he leads a team of Innovation Officers and Futurists who study emerging technologies and horizons, business innovation and transformation, and key market trends to produce insights, publish thought leadership and research, and explore future scenarios and alternative futures that help executives expertly navigate an AI-first economy. Brian is also world-renowned digital futurist, 9x best-selling author, and international keynote speaker. He has published over 60 widely read research reports that explore the future of business and industries, disruptive technologies, and shifts in consumer behaviors. Brian publishes business and technology thought leadership in industry publications such as Harvard Business Review, Fast Company, CIO, Forbes, and Worth, and has consistently been recognized as one of the world's leading thinkers in innovation, business transformation, and leadership for almost three decades. https://www.linkedin.com/in/briansolis

Workshop service architecture: From Reactive to Proactive - Designing Scalable MSP Services

Define your service portfolio. Streamline operations. Build the foundation for a proactive, scalable service provider.

What to Expect

Why Attend

What You’ll Learn

1. Define Your Services

2. Streamline Support Operations

3. Build the Foundation for Proactive Operations

Who Should Attend

Agenda

Key Takeaway (Strong Close Section)

Why Attend?

Join us for a day of innovation, learning, and networking with the ServiceNow community

Expert Speakers

AI Innovation

Success Stories

Networking

Event Agenda

Featured Speakers

Learn from industry leaders and ServiceNow experts

Bob Bradley

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鈴木正敏

Brian Solis

The Cannery Place

Workshop service architecture: From Reactive to Proactive - Designing Scalable MSP Services

Define your service portfolio. Streamline operations. Build the foundation for a proactive, scalable service provider.

What to Expect

Why Attend

What You’ll Learn

1. Define Your Services

2. Streamline Support Operations

3. Build the Foundation for Proactive Operations

Who Should Attend

Agenda

Key Takeaway (Strong Close Section)

Register Now

Secure your spot at this exclusive event

Why Attend?

Join us for a day of innovation, learning, and networking with the ServiceNow community

Expert Speakers

AI Innovation

Success Stories

Networking

Event Agenda

Featured Speakers

Learn from industry leaders and ServiceNow experts

Bob Bradley

龍 前田

鈴木 正敏

Brian Solis

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