Beyond the breakup: What modern service operations should look like
Date: Thursday, 26 November, 2026
Time: 11:00 a.m. GMT | 12:00 p.m. CET
Moving away from a legacy platform is an opportunity to do more than replace one system with another. It’s a chance to simplify service management, elevate the employee experience, and give IT teams the unified capabilities they need to operate efficiently.
Yet many organizations are held back by rigid platforms, endless customization cycles, heavy administrative burdens, and systems that are difficult to adopt. The result is more time spent maintaining legacy technology and less time focused on delivering strategic value.
Join us for a practical 45-minute session exploring what modern service operations should look like - and how the right platform helps IT teams move from operational complexity to measurable results.
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Meet your speakers
Phil works closely with organisations to understand the challenges affecting service delivery and translate those challenges into practical, sustainable improvements. He brings deep ITSM expertise and a strong focus on helping customers reduce complexity, improve team workflows, and make technology changes that deliver meaningful operational value.
Prashanthi Shankar is a marketing and technology leader focused on Competitive Strategy and AI GTM at Freshworks. With experience at Amazon, Microsoft, Freshworks, and Contentful, she brings a full-stack approach to product marketing, AI, and go-to-market strategy.