Experience the difference. Meet your peers, talk with experts, build your network and turn insights into action.
Joe Rogus
Director, Advisory
Gartner
Speaker Topics
- Cost and Value
- Generative AI, Agentic AI and AI
- I&O Metrics and Business Value
- IT Service Management (ITSM)
- IT Operations Management
Speaker Bio
Joe Rogus is an advisor supporting IT Infrastructure & Operations leaders on their most pressing strategic challenges. His coverage stretches across operating models, talent, and IT Service Management. Specific topics he addresses include: Strategic Planning for I&O (organizational design, metrics and KPIs, IT communications, product line management, IT Score Diagnostic reviews), Human Capital Management for I&O (talent attraction and retention, upskilling and development, career pathing/lattices, job description reviews), and IT Service Management (ITSM/ITIL: Service Strategy, Service Design, Customer Experience and Satisfaction, Service Support, Continuous Improvement).
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Sessions
Tuesday, 02 December, 2025 01:00 PM - 01:30 PM JST
Reduce Cost and Improve Your Service Desk Performance Simultaneously
Joe Rogus,
Director, Advisory, Gartner
Discover how shifting the service desk's focus from merely resolving incidents to predicting and preventing them can lead to significant cost reductions and improvements in staff productivity. This session will delve into innovative approaches and techniques that enable CIOs and I&O leaders to transform their service desk into a strategic asset.
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Wednesday, 03 December, 2025 03:30 PM - 04:00 PM JST
AI Use Cases for IT Support That Will Transform Your IT Service Desk
Joe Rogus,
Director, Advisory, Gartner
Identify the AI use cases relevant to IT support in infrastructure and operations and reveal which of these will transform tomorrow. I&O leaders can use this information to identify the best AI for ITSM use cases for their IT service desk organizations, based on use case feasibility and business value.
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Thursday, 04 December, 2025 02:00 PM - 02:30 PM JST
How to Communicate the Business Value of ITSM
Joe Rogus,
Director, Advisory, Gartner
Struggling to find support for ITSM initiatives? Tired of always being viewed as back office? This session will teach you how to create ITSM-specific business value narratives to effectively educate other enterprise leaders on what ITSM is doing and how it directly supports organizational priorities.
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