Schedule

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.