The countdown to Digitalize and Automate 2025 is on! As we prepare to host Europe’s #1 event in service management on October 1st, we're giving you a closer look at the brilliant minds taking the stage. This week, we're thrilled to feature Charles Betz, VP and Principal Analyst at Forrester, who will deliver a must-see keynote on "Reclaiming ITSM in the Age of AI."
Charles leads Forrester’s enterprise architecture (EA) priority, guiding professionals worldwide on modernizing their architecture practices. His research delves into the transformation of IT operating models, with a sharp focus on the impact of generative AI, agile, and product-centric thinking. Get ready for an insightful session that will reshape your understanding of IT Service Management (ITSM).
A Conversation with Charles Betz
We had the opportunity to ask our guest speaker a few questions to get a preview of the valuable insights he'll share at Digitalize and Automate 2025.
Without giving too much away—what makes the topic of ITSM in the age of AI especially urgent for today’s organizations?
"IT service management brings a uniquely comprehensive perspective on information technology, connecting business outcomes with customer satisfaction. By definition, service management begins at the “moment of truth” — the actual, perceived experience of value. At the same time, ITSM maintains a rigorous technical focus on running IT systems at scale: ensuring resilience, managing change, curating knowledge, and governing configuration.
AI is critical across both dimensions. First, organizations are increasingly using AI to mediate the service experience. Second, AI is becoming essential for operating IT systems in a resilient and effective manner."
What makes the Matrix42 event a valuable platform for discussing the future of enterprise IT and service management?
"Matrix42 is one of the most comprehensive IT management platforms in the market today. With its broad coverage of key capabilities, it is a central player in an increasingly integrated IT management landscape. And with their recent strides in delivering an AI-infused interface, Matrix42 is showing how service management can be made both smarter and more user-friendly—making this event an ideal venue to examine where the industry is headed."
What kind of conversations or questions are you hoping to spark with your keynote in Frankfurt?
“Right now, I am especially focused on the issue of technical debt. As an industry, we are better positioned than ever before to measure, quantify, and control technical debt — and to give organizations the visibility they need to make informed decisions. In whatever timeframes matter most to them, leaders must be able to manage this destructive and toxic dynamic that so many companies continue to struggle with."
Thank you, Charles, for this exciting preview! We look forward to your full keynote on October 1st.
Why You Can't Miss This Matrix42 Event
Charles Betz is at the forefront of analyzing how technology shapes business. His focus on technical debt, AI integration, and the evolution of IT operating models provides a critical perspective for any leader looking to future-proof their organization. His session will challenge you to think differently about how you manage technology, deliver value, and drive business outcomes.
You will walk away with a deeper understanding of:
· The dual role of AI in enhancing both the customer service experience and backend IT operations.
· Actionable strategies for measuring and managing technical debt before it hinders growth.
· How modern ITSM, infused with AI, can create a more resilient and efficient enterprise.
Join the Conversation at Digitalize and Automate 2025
Alongside Charles Betz, you'll hear from other visionaries and witness the live launch of our AI Agents and more exciting news. Digitalize and Automate 2025 is more than a series of presentations; On October 1st, you’ll learn how to harness the power of AI for your organization with Matrix42.
Find out more on the event page
