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1,000+ staff. 5 countries. 4 disciplines. Multiple languages. How Hassell brought AI to life across all of it.
Hassell is one of the world's leading architecture and design practices with 1,000+ staff across studios in Australia, the UK, China, and Singapore. Their teams span architecture, interior design, landscape architecture, and urban planning, supporting projects across aviation, health, education, commercial, and public infrastructure.
Their IT team transformed a legacy on-prem service desk into an AI-native platform to support a workforce operating across multiple continents, service lines, languages, and time zones.
In 30 minutes, Alem Ceric (Hassell) and Sam Herring (Servicely) walk through how they did it:
How they identified the first problems worth solving across a complex, distributed workforce spanning multiple service lines and geographies
The workflows they built: AI-generated ticket notes, standardised language across a multilingual global team, Teams chatbot integration, knowledge articles auto-created from closed tickets, major incident war room coordination
The measurable impact: miscommunication reduced from 50-100 ticket variations to a consistent standard, incident response streamlined from 100+ emails to a coordinated workflow, low-value work removed from the team
What's next: specific agents, assistants, and new capabilities on the roadmap
Can't make it live? Register anyway and we'll send you the recording.
Session Speakers
Hear from the people behind the journey.
Alem Ceric is Technology Operations Manager at Hassell, one of the world's leading architecture and design practices. Over nearly two decades with the firm, he has led global service delivery, cybersecurity, and cloud strategy across a distributed, creative workforce, evolving from frontline support into the senior technology leader he is today.
In this session, Alem will share the real story behind Hassell's shift from legacy ITSM to AI-native service, from what worked, what didn't, and what he'd tell any IT leader considering the same move.
Sam Herring is a Senior Solutions Consultant at Servicely, where he helps organisations translate AI ambition into practical, working service delivery. He brings a deep understanding of AI in service management and a sharp sense of what comes next for the industry.
In this session, Sam will go deep with Alem on how they brought Hassell's shift from legacy ITSM to AI-native service to life, the decisions behind it, the build itself, and what it took to make it land across a global workforce.
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