Breakfast with Pink: Service Intelligence – AI Driven ITSM2019-01-09T17:01:47+00:00

Breakfast with Pink: Service Intelligence – AI Driven ITSM

Hosted by Pink Elephant and Symphony Summit

  • Location: Ritz-Carlton, Kuala Lumpur

  • Event: CIO Roundtable – “AI Driven Services”

  • Date: January 29th 2019

  • Time: 8.00 – 11.00

Service Intelligence is the contraction of the domains of IT Service Management and Artificial Intelligence. In this context, it applies new models and algorithms (that are used in AI) towards the long-established domain of IT Service Management. By applying statistical or machine learning algorithms to the vast amounts of customer data that is collected by IT service providers, core capabilities of the service delivery process can be enhanced and optimized. In more easy terms, Service Intelligence puts the smart into ITSM.

In this Breakfast with Pink session, executives from Symphony Summit and Pink Elephant will share their take on AI Driven ITSM.

Who should attend?

  • CTO’s, CIO’s, corporate leaders, C-suite executives
  • IT directors


08:00 – 09:00

Welcome & Breakfast

09:00 – 09:45

Service Intelligence – The Next Wave Of ITSM
Jan-Willem Middelburg, Vice President, Asia, Pink Elephant

In the last year, the term Service Intelligence has started to emerge. Service Intelligence joins the world of Service Management with the world of Artificial Intelligence. Can clever algorithms and smart technologies help to deliver a service experience that is above and beyond user expectations? Is it possible to predict the service requirements of individual users or of complete corporations? And what is the effect on knowledge management in an organisation?

In this session, join Jan-Willem Middelburg as he explains how discoveries in Big Data, Machine Learning and Artificial Intelligence are reshaping the future of Service Management – the next wave of ITSM.

Jan-Willem Middelburg is the Vice President for the Asian Pacific Division of Pink Elephant, based in Kuala Lumpur. He is responsible for Pink Elephant’s regional strategy and operations in Asia, an appointment he holds as of January 1st, 2016. Prior this appointment, he was responsible for restarting the office of Pink Elephant in the Netherlands. During this period, Pink Elephant won the award for ‘Best IT Education Provider’ for two consecutive years (2013 and 2014).

In 2017, J.W. Middelburg published his book The Service Automation Framework, a best practice guide for the design and delivery of automated services. The book describes the rise of the ‘Self Service Generation’ and the way service providers can adjust their service offering accordingly. A pioneer and advocate for creating an international body of knowledge for Service Automation, J.W. Middelburg is also the Executive Chair of the Service Automation Framework Foundation.

As author of the Service Automation Framework, he is a frequent keynote speaker and moderator at universities and technology conferences around the world. Jan-Willem holds a bachelor’s degree in industrial engineering and a master’s in supply chain management from the Rotterdam School of Management.

09:45 – 10:00

Coffee break

10:00– 10:45

Are you ready for AI driven Service Management?
Dr. Akhil Sahai, Chief Product Officer Symphony Summit

Don’t be left behind. The artificial intelligence (AI) train is picking up speed and your organization needs to be ready to jump on board. Artificial intelligence is making our lives easier – both professionally and at home. Some industries are already embracing and anticipating the competitive advantages of AI while other industries that don’t keep pace could be at a distinct competitive disadvantage or even be in danger of becoming extinct.

Will artificial intelligence totally disrupt IT and Enterprise service management? Dr. Akhil Sahai believes no industry or service provider can afford to ignore AI’s potential impact on business as usual – especially ITSM. He recommends organizations take the time necessary to develop an AI-assisted service management strategy and is confident that being proactive will enable IT divisions to retain their status as valuable business partners.

Dr. Akhil Sahai as Chief Product Officer heads product management and marketing at Symphony Summit. Akhil has 20+ years of experience in Product Strategy and Management, Marketing, and Business Development. Akhil is a product leader with extensive experience managing SaaS based early stage start-ups as well as high-growth businesses with multi hundred million dollars product portfolio. Most recently he was Chief Product Officer at LexisNexis and headed a $250M+ product portfolio spread across Europe, Africa and Middle East. Prior to that, as head of product management and marketing, led an early stage AI/Machine learning based start-up Perspica Inc. to successful acquisition by Cisco. He also initiated, funded and managed Enterprise wide solutions program at HP and product managed and launched vCloud software at VMware. He has led another start-up, Gale Technologies as head of products to successful acquisition by Dell where after the acquisition, he product managed the entire Converged Infrastructure portfolio.

Akhil has a Ph.D in Computer Science from INRIA France and an MBA from Wharton School. He has 17 Technical patents, has authored 80+ peer reviewed articles and has authored a book.

10:45– 11:00