What we're looking at ahead of SITS 2026

On May 13 and 14, ITSM professionals will gather at ExCeL London for SITS 2026, Europe's leading event for IT service management and IT support professionals, bringing together over 85 vendors and thousands of practitioners across the ecosystem.

As the central meeting point for service desk leaders, IT support teams, and technology providers, the event offers a comprehensive view of how IT operations are evolving, from service desk modernization and AI-driven automation to ITSM platform consolidation and managed services.

In a context where IT teams are under pressure to reduce ticket volumes, manage increasingly complex hybrid environments, and deliver consumer-grade experiences to end users, SITS provides a unique opportunity to understand how these challenges are being addressed on the ground.

Our focus this year

At Dedale Intelligence, we are particularly interested in understanding how software is reshaping IT service management in practice:

• How are organizations moving from legacy ITSM tooling toward more unified, AI-native platforms?
• Where does automation genuinely reduce workload versus where does it create new layers of complexity?
• What differentiates ITSM solutions that drive measurable productivity gains from those that remain underutilized?

Beyond technologies, we aim to better understand how IT leaders evaluate, select, and implement service management software, and what drives platform consolidation decisions at the enterprise level.

On-site at SITS 2026

Our Office of the CIO/CTO Thematic Lead, Maxime Huig, will be attending SITS and engaging with IT service management professionals, vendors, and technology providers across the ecosystem.

If you are attending the event and working on ITSM, service desk, or IT operations software topics, feel free to reach out on LinkedIn, happy to connect and exchange directly on-site.