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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 302: Putting the Pieces Together: Better Service Delivery Through Practice Addition

Valence Howden  (Principal Advisory Director, Infotech Research Group)

Location: Grand Caribbean 12

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: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Session

Vault Recording: Video

Audience Level: Intermediate/Advanced

One of the core challenges in the delivery of digital services is the struggle to align delivery approaches, fighting the draw of shifting to the next big approach or "shiny new thing" that will make everything better without considering organizational context and culture. The reality on the ground is that all approaches have their strengths and weakness, and being able to integrate them into a consistent approach for your organization is will be critical in driving success.

In this session, we'll look at the arithmetic of using service management approaches (ITIL, VeriSM, USM) and other practices (including DevOps, SAFe) to improve services. Attendees will walk away with a better understanding of:

  • The perspective differences that create challenges for integration and collaborate across different practices
  • Identifying the organizational and cultural context within their organization that impact successful alignment
  • The interaction points and tactics that bring it all together