Expert Events

Can You Prove What AI in Your Service Desk Is Actually Delivering?

Name: Can You Prove What AI in Your Service Desk Is Actually Delivering?
Start: 2026-11-04T18:00:00-08:00
End: 2026-11-04T20:30:00-08:00
Location: Caffe Riace

Join Atlassian on November 4, 2026, in Palo Alto for an exclusive executive dinner exploring the measurable business impact of AI in IT Service Management. Connect with fellow IT leaders to discuss AI-driven service desk improvements, operational efficiency, and how to demonstrate real ROI from AI investments.

Caffe Riace

November 4, 2026

to November 4, 2026

6:00 pm

- 8:30 pm

About this event

Far fewer can show what any of it changed for the business because the work AI is meant to speed up still sits across disconnected tools, teams and incident records.

That becomes harder to defend as AI investment grows. CIOs are being asked to fund more AI while also showing what the investment already made has delivered. A dashboard full of service metrics is not much help if leadership cannot see a connection to faster resolution, lower cost or better service.

Over dinner, a small group of IT and service leaders will compare where AI is creating real value, where it is only generating more activity and what is worth scaling.

Together, we’ll discuss:

Where AI looks productive on a dashboard but is not changing the service outcome.
How teams are connecting context across IT, incidents and business systems so AI improves outcomes rather than just individual tasks.
What IT leaders need to show leadership about what AI cost, what changed and which investments deserve more budget.

Join your peers to compare what is delivering, how others are measuring it and what needs to change before leadership asks what all that AI investment returned.

Our speakers

Ali BenCafu

Principal Product Manager | Atlassian

Ali BenCafu is Principal Product Manager for Rovo, Atlassian’s AI agent platform, leading enterprise adoption and expansion into new markets. He founded Rovo’s commercialization workstreams spanning trust, governance, and usage – based pricing, driving adoption across ~80% of the Fortune 500.

Previously, he led development of Atlassian’s cloud migration data platform and co-founded ImpactWise, an AI-powered enterprise platform, as CTO. With PhD research in distributed computing, a software engineering background, and eight years leading enterprise products,

Ali helps leaders get measurable value from AI agents and scale their use across new workflows.

He is based in San Francisco and speaks five languages.

MaSonya Scott

AI & Service Management Evangelist | Atlassian

MaSonya Scott is an Atlassian AI & Service Management Evangelist and transformative leader focused on reshaping how complex organizations work. With over 28 years of experience across consulting, product strategy, engineering, and operations – including leadership roles at AWS and Accenture – she has partnered with Fortune 100 and public sector organizations to unlock the potential of teams, technology, and ways of working.

She operates at the intersection of strategic vision and frontline execution, engaging C‑suite leaders and practitioners through executive forums, keynotes, and workshops that challenge conventional thinking. MaSonya is known for translating AI, Service Management, and platform – led transformation into concrete business outcomes across industries such as retail, pharma, financial services, government, and technology.

A rare blend of innovation and governance, she understands that lasting change requires both bold ideas and disciplined execution within compliance and risk constraints.

Outside work, she enjoys journaling, meditation, film, and traveling with her husband and two children.

Agenda

6:00 PM | Arrival, Refreshments & Networking

6:15 PM | Welcome & Introduction

6:20 PM | Peer-Led Roundtable Discussion | Three-Course Dinner

Join industry peers for an engaging roundtable discussion over a three-course dinner. Exchange perspectives, share practical insights and explore how organizations are measuring the real impact of AI across the service desk.

Topics include:

Where AI looks productive on a dashboard but is not changing the service outcome.
How teams are connecting context across IT, incidents and business systems so AI improves outcomes rather than just individual tasks.
What IT leaders need to show leadership about what AI cost, what changed and which investments deserve more budget.

8:30 PM | Official Event Closed

Guests welcome to stay at leisure.

Venue

Caffe Riace

200 Sheridan Ave
Palo Alto
CA
United States

Apply to participate