Speakers
Session
Artificial intelligence is moving quickly from experimentation to everyday use, and with it comes a new and complex risk landscape. For organisations operating in regulated and public‑service environments, the challenge is not whether to adopt AI, but how to do so safely, responsibly and with confidence.
In this session, Gentoo shares its real‑world journey of adopting AI through a governance‑first approach, placing risk management, accountability and data protection at the centre of its strategy. Rather than starting with technology, Gentoo established clear principles, robust guardrails and defined ownership to ensure AI supports decision‑making without eroding trust or compliance.
Michael McCarroll, Head of ITSM and Infrastructure at Gentoo, will explore how these foundations have enabled the controlled rollout of Microsoft Copilot and the next phase of AI capabilities. Drawing on practical examples and everyday risk scenarios, the session will highlight common pitfalls, lessons learned, and why human‑owned decision‑making remains essential.
Attendees will gain practical insights and transferable lessons on setting AI guardrails, managing emerging risks, and using governance as an enabler for innovation that supoports organisations in harnessing the benefits of AI while protecting customers, colleagues and organisational reputation.
Michael McCarroll is Head of ITSM and Infrastructure at Gentoo Group, where he leads the organisation’s technology service and infrastructure, with a strong focus on modernisation, governance and the practical adoption of emerging technologies. Michael has played a key role in Gentoo’s AI journey, including the rollout of Microsoft Copilot and the establishment of appropriate guardrails to ensure AI is used safely, ethically and in line with organisational values.
Alongside his professional role, Michael is undertaking a PhD exploring the impact of artificial intelligence on the UK housing sector, with particular interest in how AI can enhance service delivery, decision-making and colleague productivity while maintaining trust and accountability.