2025 Schedule
Session 206: Implementing Change in a Rapid-paced, AI-fueled, Uncertain Economy
Susan Smith (Program Manager and vCIO, GTS Technology Solutions)
Date: Wednesday, November 19
Time: 11:30 am - 12:30 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Optimizing Culture and Leadership, Modernizing Service Management
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
New Customers. New Toolsets. AI. Expanding Responsibilities. Shrinking Budget.
Is this the perfect storm… or the perfect opportunity?
In this session, we'll explore how my teams navigated a sea of change—implementing an entirely new technical stack while simultaneously driving and leading AI adoption. Add to that a mix of strong, conflicting opinions on key features, and it could've spelled disaster.
Instead, we leveraged the power of CliftonStrengths, Atomic Habits and Radical Candor to provide steady, mature guidance while applying solid ITSM principals. We became masters of channeling energy, aligning vision, and building momentum. The result? A successful, forward-focused launch into 2025, delivering wins for both our internal teams and our customers.
Takeaway
Atomic Habits says that "You rise to the level of your goals. You fail to the level of your systems." Use your tools. We leveraged ChatGPT, CoPilot, Loop and Planner to stay focused and to deliver. We used Viva to identify time sucks and give back smart time. Use of existing tools gave us the runway to learn new PAM, RMM, ITSM and ITAM. We know those subject areas, but hadn't used these specific products. Then we added DEX -- Digital Employee Experience. A toolset so new that it was actually unheard of in our circles. But we could see new use cases daily so it became a differentiator.