Session 203: Up Your ITSM Game: Organizational Strategy and Complex Adaptive Systems

James Finister (Manager, Service Management Consulting, Tata Consultancy Services)

Martin Neville (Global SIAM Competency Lead, Tata Consultancy Services)

Location: Colonial A/B

Date: Tuesday, October 16

Time: 11:15am - 12:15pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: Connecting the Dots

Format: 60-Minute Expert Presentation

Vault Recording: TBD

"ITIL is a framework." "Adopt and adapt." "Do what’s right for you." "The books are just a guide." We’ve all heard these mantras, and we all know that every implementation is different—sometimes, by the time you’ve set up your processes and are just beginning to get good at them, the organization changes and you have to start over again. How do you do it? Is it possible to keep one step ahead?

Drawing on many years of experience in service management, James Finister and Martin Neville will guide attendees through the strange world of complex adaptive systems, organizational strategy, and, yes, toasted bread.

Learn how, in a time of digital transformation, you can:
• Put process-centricity into perspective
• Place people in a pivotal role
• Prospect for best practices
• Promote positive patterns of behavior
• Plan for possible futures