SERVICE SPACE 2026
Program preview
INTERNATIONAL CONFERENCE FOR SERVICE MANAGEMENT
APRIL 14, 2026. VIENNA.
International
Meet international
ITSM experts
8 CPD
Collect
Peoplecert CPDs
26
Sessions
in 4 streams
Networking
Expand your
ITSM network
Space Night
As always, the best is saved for last!
Why take part?
Service Space brings together people who work in service management and share their experiences. Our international speakers address topics that – as we know from many years of experience – will soon be on the agenda here too. You will find out which approaches have proven successful and which have not, and get ideas in presentations, workshops and discussion rounds that can actually be implemented in your working environment.
AI & automation
Service Design & Modeling
From portfolio to catalog
Enterprise Service Management
Mastering compliance
ITIL, DevOps
& Co
This and more awaits you at Service Space 2026
Digital Responsibility & Corporate Digital Responsibility – Karin Dietl (Keynote)
AI, data and networked systems shift who bears responsibility for what on a daily basis. Digital ethics provides the compass for this – from transparency and data protection to fairness and the traceability of algorithmic decisions.
The presentation shows how you can practically anchor corporate digital responsibility (CDR) in your strategy and processes instead of letting it run alongside as a loose resolution. It covers typical areas of tension between regulation and everyday life as well as criteria for identifying and addressing risks at an early stage.
You take with you structured guidelines that work in IT service organizations – realistic, testable, compatible with existing governance.
The goal is not “perfect”, but resilient and effective: responsibility that lasts in the company.
Language: German
Gatekeeper AI – why AI strengthens your service team – Dominik Hagen (TOPdesk)
Artificial intelligence has long since arrived at the IT service desk.
At TOPdesk, we don’t rely on isolated experiments, but on practical innovation: AI acts as a gatekeeper, intercepting routine inquiries, answering them and ensuring that only the really complex cases end up with your team. This takes the pressure off your service desk and enables a consistent shift-left approach: the proportion of simple, recurring tickets is reduced and employees gain time and space for challenging tasks and personal development.
AI does not replace anyone. It relieves the team of monotonous work so that people can concentrate on what they do best: thinking creatively, acting empathetically and driving innovation.
In our presentation, we will show how generative AI can already support your service desk today and how you can turn “firefighters” into innovators and a figurehead of excellent service.
Language: German
Balancing act between law and everyday life:
How compliance becomes an enabler instead of a brake pad – Armin Leinfelder (baramundi)
Many see regulations such as DORA, NIS2 and NISG, including the security effort, as the natural enemy of convenience and productivity. But that doesn’t have to be the case.
The presentation shows how Next-Gen Endpoint Management brings security, compliance and user-friendliness together instead of playing them off against each other.
Specifically, it is about practical steps: defining the target status, standardizing configurations, controlling exceptions and automatically generating evidence. In addition, there are tried-and-tested procedures and typical stumbling blocks from practice – such as shadow IT or overloaded policies – and how to pragmatically mitigate them.
In the end, you will know how to reliably comply with established, current and future requirements without compromising operations or productivity.
Language: German
Zeros make Heroes – Autonomous IT with AI – Thomas Seiberl and Stefan Zengel (agineo)
With AI to Zero Incidents, Zero Outages, Zero Asset Issues, Zero Strategy Drift.
agineo presents a vision based on four pillars and demonstrates an IT organization that is proactive, intelligent, autonomous and self-healing.
Take the next step in your AI journey through the intelligent use of agentic AI in IT support, predictive & self-healing AI operations, AI-supported optimization of the use of your assets and AI-supported strategy focus.
Language: German
From Design Philosophy to IT Service Reality – Six Principles for Human-Centered IT – Mark Smalley and Rudolf Greger
Design thinking has reshaped innovation, but IT service delivery often struggles to translate its core principles into daily practice.
This interactive 90-minute workshop bridges that gap: Rudi Greger introduces each principle in its universal form, then Mark Smalley maps it to concrete IT service applications.
Working backward from real business needs, we examine how design breathes soul into products, turns unfavorable situations toward an ideal, improves people’s lives, and underpins economic success-why it belongs at the center of strategy and how to foster company-wide design-mindedness.
You leave with a philosophical foundation and practical frameworks for human-centered IT, including tools to balance desirable, feasible, viable, and ethical considerations. Target audience: IT service managers, ITSM professionals, and digital transformation leads who want technology to serve human needs-not the other way around.
Format: bilingual (DE/EN), with short inputs, group discussion, and shared takeaways for post-conference use.
MORE THAN A CONFERENCE
This was Service Space 2025: concentrated ITSM knowledge and lively exchange – all in one place.
SERVICE SPACE PARTNER 2026
Questions about Service Space
“Service Space is the industry’s class reunion.”
(original quote from a participant)
If that’s not enough for you:
Service Space is the meeting place for all those who shape and develop service management.
Here you can get inspiration from practice and research, meet colleagues from a wide range of industries and exchange experiences that are often neglected in everyday work.
Whether you are looking for inspiration for current projects, want to take away new ideas for future projects or simply want to spend a day talking to people who know your topics – at Service Space you will find the right setting for this.
- Service design and modeling on demand
At Service Space, you will gain concrete insights into the modeling of services and the use of the CMDB. In the partner area, theory becomes tangible practice – talk directly to experts who work on implementation on a daily basis. - From service portfolio to service catalog – clarity instead of chaos
Services, products, solutions, systems – we (and ITIL) bring order to the world of terms. In exciting sessions and discussions, you will find out how Value Stream Management can be used specifically in ITSM. - AI and automation: what really works today
Whether chatbots, automated workflows or predictive maintenance – the range is huge. At Service Space, you will hear first-hand which AI applications are already working, where automation actually works – and where hype and reality diverge. - Service management – more than just ITIL
Identity and access management, ticket bridging, multi-provider management, DevOps and lean – topics that only work together. Service Space brings these perspectives together. - Tackling compliance before it becomes critical
Laws and regulations such as NIS2, NISG and DORA present many service providers with new challenges. Get tips from professionals who are already in the middle of implementation – and take the opportunity to ask your questions directly. - ESM beyond IT
Best practices and concrete examples show how service management also works outside of IT – comprehensible, economical and applicable in everyday life. Exchange ideas with pioneers who have successfully established service management practices in various areas of the company.
The first highlights of our program have already been announced and we look forward to presenting them to you one by one on our program page. Stay tuned and check back regularly for the latest information about Service Space 2026.