The Road to Autonomous IT
A presentation at ServiceNow AI Summit Finland in in Helsinki, Finland by Bruno Amaro Almeida
Public THE ROAD TO AUTONOMOUS IT (re)Thinking Fortum’s IT April 2026 Bruno Amaro Almeida –VP, IT Operations
Fortum’s purpose is TO POWER A WORLD WHERE PEOPLE, BUSINESSES AND NATURE THRIVE TOGETHER. STRATEGIC PRIORITIES Deliver reliable clean energy Drive decarbonisation in industries Transform and develop DIGITAL AMBITION Growth Efficiency Security & Sustainability IT’S STRATEGIC PRIORITIES Customer Centric Cost Efficient Secure and Reliable VALUES Aim high With care Win together
FORTUM DIGITAL STRATEGY Embed digital into the core of how we operate, grow & lead. BUSINESS VALUE LEVERS Our progress becomes visible via: 1. Customer Excellence & B2B Growth 2. Optimization & Automated Operations 3. Enhanced Asset Management 4. Digital Employee Experience 5. Safety, Security & Sustainability DIGITAL FOUNDATION Our progress is powered by: 3 1. Data & Analytics & Integrations 2. Cloud, Platforms and Automation capabilities 3. GenAI & AI Platforms 4. Cyber security & Data Privacy 5. Collaboration: People, Process, Skills DIGITAL STRATEGY OBJECTIVES GROWTH EFFICIENCY SAFETY, SECURITY & SUSTAINABILITY
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Defining Our IT Operating Model Steer Operate Identify Develop 5 Photo by Art Institute of Chicago on Unsplash
Modernizing our digital foundations End Users, Stakeholders and Value Creation Strategic Portfolio Management (SPM) End User Experience (Service Hub) IT Finance Management (ITFM) Business Applications and Services Service Management and Core Capabilities Technical Capabilities and Platforms IT Operations Management (ITOM) Identity Governance and Admin. (IGA) IT Asset Management (ITAM) IT Renewal Phase 2 (2024-2025) in numbers: 10 Projects Almost 1000 participants in trainings 38 info sessions and 51 support clinics End user satisfaction remained high with only a slight decrease in resolution times during transition period. • No impact to availability of critical applications and services. • • • •
(re)Thinking Our IT Service Delivery Model Service Portfolio Steering • Service Delivery Model is strategic initiative to reshape how foundational technical IT services are delivered across core areas such as: • Infrastructure • Network • Workplace • Unified Delivery • IT Service Portfolio structured and governed through internal Service Management and Service Integration (SIAM) processes and capabilities, providing a unified delivery anchored in the Service Desk. • Gradually evolving towards a modular, scalable service model that balances internal ownership with external delivery excellence. Service Integration Function Service Desk SP SP SP SP SP Service Management and Service Integration View LEGEND Internal w/ possible external services Internal augmented by external resources Service Provider (SP) SP
Foundational Technical Capabilities and Unified IT Delivery Service Portfolio Steering Service Integration Function Service Desk SP SP SP SP SP ServiceNow Platform • IT delivery is structured in tiers, from self-service (Tier 0) to specialized and vendor support (Tiers 1–4) SP SP SP SP SP SP Platform Operations Center (PlOC) IAM Workplace & ITAM Cyber Security Platforms Platform Engineering (Cloud & Datacenters) LEGEND Internal w/ possible external services Internal augmented by external resources Service Provider (SP) Data Platforms Networks SP • Behind IT Service Desk and Support, we have business and shared applications and business platforms (e.g. ServiceNow, SAP, IBM Maximo, etc). • Technical platform services (e.g. cloud, on-premises, network, data) enable these capabilities at a foundational level.
Responsible AI as a Foundation for Digital and Business Growth End Users, Stakeholders and Value Creation Elevate customer excellence & B2B growth Advance digital employee experience Strengthen optimization and automated operations … Business Applications and Services . Service Management and Core Capabilities AI Posture Management and Governance Technical Capabilities and Platforms Monitoring of Agentic AI and Improve Model Performance in Observability Platform Non-human identity governance AI governance capabilities for Code Repository and Artifact Storage AI Landing Zones in Cloud Hyperscalers MCP Gateways and Guardrails in Zero Trust Platform … 9 Photo by dhehaivan on Unsplash
Questions & Answers Bruno Amaro Almeida VP, IT Operations brunoamaro.com
