Press Release

Cherwell Sets New Vision for Future of ITSM at 5th Annual Global Conference

Industry leaders to discuss the evolution of AI and automation in ITSM and impact on the workforce

October 16, 2017 - Colorado Springs, CO.

More than 700 customers and partners will come together this week at Cherwell Software’s fifth annual Global Conference (CGC), to discuss IT’s evolving role and how the ITSM tools of the future will support it. One of the central themes of the discussion will be AI and automation’s role in reshaping how ITSM is delivered and the impact it will have on the future workforce, specifically Gen Z workers.

“If you’re currently in IT or want to know where the industry is headed, CGC is absolutely the place to be,” said Craig Harper, chief executive officer of Cherwell Software. “We’re going to talk about a wide-range of topics affecting all facets of IT and the service management market. I can’t wait to get the conversation going.”

As IT departments face decreased levels of funding and the ever-changing technological acumen of the workforce, IT leaders will increasingly lean on self-service and associated technologies like chatbots, automation, artificial intelligence (AI) and natural language processing (NLP) to ensure continued success of business workflows and satisfy the increasingly digital workforce.

“Service management has become incredibly complex in recent years; a trend that will only continue,” said Dennis Drogseth, vice president, Enterprise Management Associates. “New and emerging technologies will bring clouds of change across the IT landscape, bringing with it challenges and opportunities alike. Technologies like advanced analytics and artificial intelligence will enable IT to navigate the increasingly complex service needs while ensuring necessary levels of self-service through chatbots and other AI-powered technologies.”

And data from leading researchers supports this. A recent study from PricewaterhouseCoopers found that 72 percent of business leaders believe AI is going to be both fundamental in the future, and a “business advantage.” What’s more, Gartner predicts that by the end of 2020, 85 percent of customer interactions will be managed without a human; it’s clear AI is expected to free up IT staff to focus on higher-order problem solving, leaving technology and self-service to the more mundane.

All this, and much more, will take center stage at CGC, hosted at the world-class Broadmoor Hotel and Resort in Colorado Springs October 16-19, 2017. Last year, CGC attendees rated the conference as “very good" or "excellent” and attendees will once again find themselves empowered to shape every element of the conference, from current best practices in ITSM, to tomorrow’s challenges.

Cherwell Software is pleased to feature Platon and Paul Gibbons as keynote speakers. Platon is a world-renowned, award-winning photographer and Gibbons is an author, speaker and consultant for organizational change.

To learn more about the 2017 Cherwell Global Conference, click here.

About Cherwell Software

Cherwell (@Cherwell) empowers organizations to transform their business through the rapid adoption and easy management of digital services. Cherwell’s adaptable platform has enabled thousands of organizations to modernize their business operations with customizable service management, automation, and reporting across the enterprise. For more information, visit: