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Thu, April 23 at 10:00 AM - 10:15 AM GMT+5:30ArchitectureOpsTech TechLead
This session explores how a modern service desk operates and how requests flow in practice. It walks through a journey of delegating and resolving tickets autonomously using an agentic system embedded in Jira Service Management. The talk covers how analysis, planning, execution, and human handoff are structured, and how supervisor and specialist agents, tools, and long-term context come together in real-world scenarios. It also reflects on the shift from a ticket-first approach to an outcome-driven model, and the role agentic systems can play in the future of service operations.
What You Will Learn
Who Should Attend
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Gurudutt is Head of Engineering at Atlassian, leading the AI charter for Jira Service Management (JSM) Services. He focuses on building next‑generation agentic capabilities that deflect and resolve service desk tickets faster, with an eventual goal of autonomously resolving requests end‑to‑end. Gurudutt works across engineering, product, and design to infuse AI deeply into ITSM workflows and redefine how teams deliver modern,
intelligent service experiences.
