How the role of IT is changing in 2026
The role of IT is changing. The focus is shifting from resolving tickets and hitting SLA targets to driving business value, shaping digital products, and delivering the kind of experiences that determine whether technology investments actually move the needle for the business.
Today’s IT professionals are being asked to bridge the gap between strategy and execution, influence revenue and agility decisions, and operate across complex, interconnected ecosystems that extend well beyond traditional IT boundaries. But are professionals equipped for that shift? And what does it actually look like on the ground for the people living it every day?
Hosted by ITIL® Architect Adam Griffith, this session looks at the expanding role of IT really means in practice: the new capabilities it demands, from AI and governance to product thinking and experience-led delivery, and what IT professionals at every level need to do to thrive in a more strategic, business-focused role.
For official information on ITIL (Version 5) visit: ITIL.com
What you’ll learn
- How IT is shifting from SLA-driven support to experience-led value delivery and business outcomes
- Why today’s IT professionals are expected to shape products, influence strategy, and operate across complex, interconnected ecosystems
- The new core capabilities IT leaders need: AI, governance, product thinking, and experience-led delivery and how ITIL (Version 5) equips professionals to develop them
Watch Adam's session
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Hosted by:
Adam Griffith
An ITIL Master (Version 5), ITIL 4 Master and ITIL v3 Expert, Adam leverages over three decades of industry experience, including roles as a service management practitioner and trainer, to ensure the continued practicality and applicability of the ITIL framework.
