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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 301: See the Whole, Not a Hole

David Moskowitz  (Executive Director, DVMS Institute LLC)

David Nichols  (Executive Director, DVMS Institute)

Location: Grand Caribbean 8

Date: Tuesday, November 14

Time: 3:45 pm - 4:45 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Driving Strategic Decision-Making, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

Systems thinking (or thinking in systems) is essential to strategic decision-making for the enterprise—not just IT, but the entire organization. A systems approach recognizes that different parts of an organization are interconnected and that changes in one area, no matter how small, might impact other areas. Successful decision-making can be achieved through collaboration and communication across departments, improving service quality and streamlining service management. As part of this presentation, David Moskowitz will introduce systems thinking concepts and a set of questions required by this type of thinking. He will also present an approach based on systems thinking that treats value creation and protection as concurrent versus serial activities. The benefits to the organization taking this approach include increased customer satisfaction, optimized service delivery, and improved organizational resilience while decreasing waste and reducing costs.

Learning to see the whole, not just a hole, may require cultural adaptation to support the continual innovation essential to efficient service management. Attendees will learn best practices and questions to integrate systems thinking into their strategic decision-making processes.