This week we discuss and explore the Service management and AI ‘Elephant in the room’. We hear a lot of very practical and senior discussions around the future of the Service Desk – do we really need this function if we can automate out the work? What are the implications, how realistic is this? What does this mean for the IT career path if Service Desk is an entry point? How do we continue to manage relationships with users? We discuss all the options including the ‘progressive’ service desk. Needless to say, although we have some differing view on this, we also have a lot o agreement… Well maybe. Is it inevitable, or should we be careful what we wish for..??!!