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Breakfast Briefing 2: ITSM: You're Doing It Wrong!

Brian Fox (Program Director, Sitel)

Location: ChampionsGate

Date: Wednesday, November 13

Time: 7:30am - 8:15am

Pass Type: Conference & Expo Package

Track: Breakfast Briefing

Format: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

In this session, Dan Wilson and Brian Fox will share their counterintuitive perspective on ITSM, featuring real-world, tried-and-tested practices that break the mold of best/common practices taught across the ITSM industry.

• Get out of Outlook and get social (media)!
• Shift right, not left!
• Dashboards are crashboards!
• People aren’t your most valued asset!
• Stop scheduling employee training!
• Increase your ASA ASAP!
• Empower your staff to ignore SLAs!
• More problem tickets, please!
Stop being cookie cutter and start humanizing ITSM!