Kick off the day with the official introduction of onITnow. Learn how the integration of three leading ITSM companies creates a powerful partner for your service management journey — helping organizations embrace innovation, deliver measurable results, and turn service management into a strategic driver of business value and customer satisfaction.

Gerben van Kesteren
Chief Sales & Marketing Officer at onITnow

AI in servicemanagement is often defined by three words: Fear, Failure, and the Future. Fear of being replaced. Failure of up to 98% of projects. And yet, the Future still holds massive potential. The real question is: will we let AI happen to us—or will we shape it?

Frank de Jong
Director Operations at onITnow


A brief explanation of all breakout sessions, who they are intended for, and what you can expect.

Frank Bakker
Director Strategic Accounts at onITnow

Your first encounter with Xurrent: the Enterprise Service Management platform for organizations with high ambitions. Discover how Xurrent reduces complexity, streamlines processes, reduces costs and elevates Customer Experience by taking Service Management to the next level.

Michel Wilken
Enterprise Service Management
Architect at Xurrent

Hilary de Rover
Partnership Sales Benelux
and Emerging Markets

Join us as we turn onITnow’s AI strategy into real-world results! In this session, we’ll showcase how AI can transform service management by:

• Optimizing Catalogs & Aligning with Customers – AI simplifies cluttered catalogs and sets data-backed SLAs for a smoother, more relevant service experience.
• Real-Time Problem Solving – Move from reactive to proactive with AI-powered fixes, speeding up resolutions and boosting user satisfaction.

See firsthand how AI is creating immediate impact and laying the groundwork for automated, intelligent solutions in the future. Get ready for the future of service management — today!

Andy Matus
Managing Partner StreamLine Partners

By turning individual TOPdesk expertise into a shared standard, we work more efficiently and continuously improve. Standardization doesn’t limit innovation, it builds a reliable foundation where experience leads the way, opening the door to faster, smarter, and more effective service.

Peter van Velzen
Business manager
& Senior ITSM Consultant

Adnan Alihodzic
IT Service Management Consultant

Discover how USM (Unified Service Management) comes to life through online, active learning experiences.
Do you want your team members to truly understand service management and apply it right away? Then this break-out session is for you. In a dynamic and interactive session, you’ll get to know MicroGame Stories: short, powerful games that actively immerse you in the world of USM.

Daan Groen
Game Designer

Frank Eerland
Consultant at onITnow

Struggling with inaccurate CMDBs, vendor finger-pointing, and endless incident delays? Discover how Active CMDB-as-a-Service gives you real-time visibility, clear vendor accountability, and seamless compliance—while cutting costs and boosting customer satisfaction. Trusted by healthcare, manufacturing, and public-sector leaders to take control of their IT landscape with confidence.

Roland de Jong
Sales & Marketing manager
at Gensys

Many MSPs are facing margin erosion and resource scarcity. onITnow has ready-made and proven solutions to help MSPs leave these problems behind and to focus on sustainable growth.

Frank de Jong
Director Operations
at onITnow


Frank Bakker
Director Strategic Accounts
at onITnow

Learn how Clientele’s powerful functionalities drivers operational efficiency, boost customer satisfaction and unlocks new growth opportunities.

Dave Ghauharali
Project manager
at onItnow

The practical use of AI: How can you do more without actually doing more? We have 24 hours in a day, and spending more hours a day on work does not scale (healthy) at all. Join us for a session on making your life easier while being more productive and relaxed than ever!

Pedram Mohammadi
Business Unit manager at onITnow

Everyone is talking about AI. But is it ready to take over tasks that are currently performed by humans? If so, how far can we push this? Will the end result be enterprises without employees? Even if this seems like fiction, should it be the ultimate goal? These are some questions that will help address the more practical questions, such as: How should I structure my organization to stay competitive? And: What tools would be most useful to support the new structure? This session covers all this and gives attendees a simple step-by-step approach to get started.

Andy Matus
Managing Partner StreamLine Partners

Transform the way IT is experienced. With XLAs, you shift the focus from traditional service metrics to meaningful experiences for both customers and employees. In this session, you will not only learn what XLAs are and why they matter, but also how to apply them in practice within IT and ESM. Discover how Experience Level Agreements (XLAs) can accelerate your IT transformation and drive satisfied, engaged, and productive users.
Learn not only what XLAs are, but also how to apply them immediately for maximum impact.

Robin Marchand
CEO at XLA-Institute

For all Xurrent customers: the functionalities of the Xurrent platform beyond Service Management and a brief recap of the vision for the future as presented during Connect2025. Put accelerating Time-to-Value, Boosting Productivity, and Customer Experience into overdrive!

Michael Wilken
Enterprise Service Management
Architect at Xurrent

Hilary de Rover
Partnership Sales Benelux
and Emerging Markets

Struggling with inaccurate CMDBs, vendor finger-pointing, and endless incident delays? Discover how Active CMDB-as-a-Service gives you real-time visibility, clear vendor accountability, and seamless compliance—while cutting costs and boosting customer satisfaction. Trusted by healthcare, manufacturing, and public-sector leaders to take control of their IT landscape with confidence.

Roland de Jong
Sales & Marketing manager
at Gensys

By turning individual TOPdesk expertise into a shared standard, we work more efficiently and continuously improve. Standardization doesn’t limit innovation, it builds a reliable foundation where experience leads the way, opening the door to faster, smarter, and more effective service.

Peter van Velzen
Business manager
& Senior ITSM Consultant

Adnan Alihodzic
IT Service Management Consultant

The practical use of AI: How can you do more without actually doing more? We have 24 hours in a day, and spending more hours a day on work does not scale (healthy) at all. Join us for a session on making your life easier while being more productive and relaxed than ever!

Pedram Mohammadi
Business Unit manager at onITnow

Join us as we turn onITnow’s AI strategy into real-world results! In this session, we’ll showcase how AI can transform service management by:

• Optimizing Catalogs & Aligning with Customers – AI simplifies cluttered catalogs and sets data-backed SLAs for a smoother, more relevant service experience.
• Real-Time Problem Solving – Move from reactive to proactive with AI-powered fixes, speeding up resolutions and boosting user satisfaction.

See firsthand how AI is creating immediate impact and laying the groundwork for automated, intelligent solutions in the future. Get ready for the future of service management — today!

Andy Matus
Managing Partner
StreamLine Partners

Many MSPs are facing margin erosion and resource scarcity. onITnow has ready-made and proven solutions to help MSPs leave these problems behind and to focus on sustainable growth.

Frank de Jong
Director Operations
at onITnow


Frank Bakker
Director Strategic Accounts
at onITnow

Learn how Clientele’s powerful functionalities drivers operational efficiency, boost customer satisfaction and unlocks new growth opportunities.

Dave Ghauharali
Project manager
at onItnow

Discover how USM (Unified Service Management) comes to life through online, active learning experiences.
Do you want your team members to truly understand service management and apply it right away? Then this break-out session is for you. In a dynamic and interactive session, you’ll get to know MicroGame Stories: short, powerful games that actively immerse you in the world of USM.

Daan Groen
Game Designer

Frank Eerland
Consultant at onITnow

At onITnow, everything revolves around progress and results. Together with organizations, we discover what success really means and how Service Management can be taken to the next level. Our Customer Success approach ensures that organizations make a difference not only today, but also tomorrow. With a proactive approach and concrete improvement steps, we continuously create added value and help organizations grow towards mature Enterprise Service Management. This way, Service Management becomes not just a process, but a powerful driver behind the business objectives.

Lois Moget
Manager Customer Success