How a 25-person IT team streamlined service delivery: Real automation use cases, structure, and metrics that matter

It’s one thing to adopt new tools — it’s another to build the structure and consistency needed to make them work at scale.

Join us for a practical, insight-packed session featuring Koby Dudley, Director of Managed Services at BECA, a 25-person IT team, as he shares how his team has embedded automation and AI into their daily operations. From cutting service delivery times to streamlining workflows and reducing technician effort, Koby will walk us through the tangible improvements his team has achieved through intelligent automation.

We’ll cover:

• Real-world automation use cases that deliver measurable efficiency gains across the IT service lifecycle
• How to build structure into your service desk, from ticket triage to resolution, with repeatable, scalable workflows
• Governance strategies that ensure accuracy, accountability, and human oversight in automated processes
• The KPIs and metrics that matter, including documentation quality, customer satisfaction, and technician productivity

Whether you’re just beginning to standardize your workflows or looking to automate more of your service delivery, this session will equip you with tested strategies to boost consistency, reduce effort, and drive long-term success.

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