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Session 403: Service Management Journey at IKO Industries: Lessons from the First Year

Pierre Bernard (Global ITSM Process Manager, IKO Industries Ltd.)

Location: Olympic

Date: Tuesday, November 12

Time: 3:30pm - 4:30pm

Pass Type: Conference & Expo Package

Track: Implementing and Optimizing Services

Format: Case Study

Vault Recording: TBD

Audience Level: All

IKO Industries has embarked on global, organization-wide continual improvement initiative, requiring all departments to drive toward the same goals: improve customer service, perception, and satisfaction; increase accessibility through a single point of contact; improve the quality and turnaround of customer requests; improve teamwork and communication; reduce negative business impacts; improve management of infrastructure and use of IT resources; increase productivity; and provide management with more meaningful information and inputs for decision-making. No pressure, right? These initiatives are forcing the organization to research, adopt, and adapt service management concepts and best practices. In this session, Pierre Bernard will share lessons learned from the first year of the journey, focusing on the importance of communication, securing and sustaining management buy-in, and adopting and realizing the benefits of various frameworks and methodologies.