Unified, Collaborative System of Work: Reimagining AI-Powered Service Management in Financial Services
ROUNDTABLE
How can financial institutions create a unified, AI‑powered system of work that connects IT, operations, and risk to reduce service resolution times, strengthen resilience, and elevate customer experience—while building the trusted foundations needed for safe, scalable, and measurable AI?
Financial institutions are under pressure to deliver seamless, always‑on digital experiences while navigating rising regulatory complexity and operational risk. At the same time, AI is scaling faster than the operational foundations needed to support it. In many banks, insurers, and capital markets firms, service management remains fragmented across IT, operations, and risk functions—resulting in disconnected workflows, manual approvals, and siloed data. These “broken service foundations” quietly limit how far AI can scale and how confidently value can be proven. Unreliable or incomplete data, unclear ownership across front, middle, and back office, and inconsistent processes make it difficult to deploy AI-powered service safely, demonstrate ROI, or stand up to regulatory scrutiny.
A unified, AI‑native service management approach offers a path forward. By connecting incidents, changes, approvals, and handoffs across legacy and modern environments on a single platform, institutions can reduce mean time to resolution and eliminate operational bottlenecks and strengthen resilience. Automation and AI-powered workflows improve consistency and speed, while integrated monitoring and service mapping provide the visibility needed to prevent outages and manage risk proactively. At the same time, stronger data and governance foundations enable safe, scalable, and measurable AI adoption in service operations.
This roundtable will explore how financial institutions can launch a regulatory‑ready ITSM foundation in the cloud, embed compliance, auditability, and data residency by design, and then scale governance, automation, and AI-powered service experiences over time. Together, we will examine how a unified system of work can unlock collaboration between IT, operations, risk, and business teams—driving faster resolution, stronger resilience, and measurable improvements in customer and employee experience that executive leadership and regulators can trust.
Event host
Jason Brucker
About Protiviti
Protiviti is a global consulting firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help leaders confidently face the future. Our consulting solutions span critical business problems in technology, business process, analytics, risk, compliance, transactions and internal audit. Protiviti is an Atlassian Gold Solutions Partner and a Service Management Specialized Partner.
Discussion topics
Breaking down silos across development, IT ops, compliance, and business teams
to create end‑to‑end visibility, shared accountability, and the reliable data foundations AI depends on.
Embedding AI-driven routing, approvals, and handoffs
to reduce manual friction, accelerate resolution, and strengthen operational performance—while maintaining the controls, auditability, and explainability regulators expect.
Shifting from ticket metrics to business outcomes
so AI and automation in service operations can be tied to measurable improvements in productivity, risk reduction, and customer experience that resonate with executive leadership.
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