AI Disruption in IT Service Management: Modernizing the Service Desk

The platforms running most IT service desks today were designed before AI existed. These platforms assume humans read every ticket, manually categorize every issue, and follow rigid workflows to resolution. That worked for twenty years. It won't work for the next five.

Scott McIsaac and Len Landale spent decades running global IT service desks and managed infrastructure at enterprise scale. Now, as co-founders of Helios Core AI, they're building Mira Resolve, an AI-native IT service management platform where AI agents don't just assist techs — they investigate, correlate, and resolve issues end-to-end. That combination of operating legacy ITSM at scale and building what replaces it gives them a perspective most people in this space simply don't have.

In this 40-minute session, they'll break down how AI agents are fundamentally changing IT operations, why bolting AI onto legacy platforms won't be enough, and what IT leaders should be doing right now to prepare. No hype, no buzzwords. Just two operators who've lived this space telling you what they see from the other side.