Jessica Murillo

VP Chief Operating Officer Technology Lifecycle Services IBM

Jessica Murillo is the Vice President and Chief Operating Officer for IBM’s Technology Lifecycle Services team delivering world class support for IBM and partner servers, storage, and networking equipment. She has held several Infrastructure Services executive leadership positions including Delivery Practice Leader for North America, leading IBM Power Remote Technical Support, and Client Experience and Transformation for IBM’s Infrastructure business unit. In previous roles, Jessica has also led IBM’s Open Systems, Linux, and Cloud development teams as well as the Infrastructure Strategy and Software Product Management teams. She is a master inventor and has authored over 230 patents. Jessica has been a Director on the Linux Foundation Board and currently represents IBM on the Linux Foundation Research Board. She is a member of IBM’s Executive Women’s Diversity Council and is an advocate for encouraging diversity in STEM careers. Jessica is a frequent speaker at IT industry events sharing her focus on driving innovation.

Day 2: Exploring Service Business Model & Value Creation: Mastering Service Contract Execution

3:55 PM Fireside Chat: Integrating Remote Diagnostics with Field Service Management Platforms

This fireside chat explores the critical integration of remote diagnostic tools with existing field service management platforms to create a seamless, unified system that enhances operational efficiency and service quality. By combining real-time equipment data, AI-driven diagnostics, technician scheduling, and inventory management, organizations can proactively identify and resolve issues before they escalate, significantly improving first-time fix rates and reducing costly repeat visits. The discussion will highlight best practices for overcoming technical and organizational challenges during integration, including data harmonization, security considerations, and user adoption. Drawing on real-world examples, panelists will demonstrate how leveraging AI and IoT technologies within FSM platforms enable predictive maintenance, dynamic resource allocation, and streamlined workflows that ultimately boost customer satisfaction and drive business growth.

Key Takeaways:

Integrate remote diagnostic capabilities with FSM platforms to centralize data and streamline technician workflows for improved operational visibility.
Leverage AI-powered diagnostics and real-time equipment monitoring to predict failures and prioritize service interventions, reducing downtime.
Optimize scheduling and inventory management by synchronizing diagnostic insights with resource allocation, ensuring technicians have the right parts and skills on the first visit.

Check out the incredible speaker line-up to see who will be joining Jessica.

Download The Latest Agenda