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 405: The Next Generation of Service and Experience Management
Alan Nance (Consultant, EY)
Date: Wednesday, November 15
Time: 10:15 am - 11:15 am
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Vault Recording: TBD
Audience Level: Intermediate/Advanced
Has service management passed its peak? After 30 years, are we still focused on the basic processes and debating their relationships to other frameworks? Why isn't ITIL as effective at scale? How can NextGen service management and experience management co-exist? In this session, Alan Nance will dive deep into these questions and more, helping attendees understand what NextGen looks like, why a NextGen approach may be required, and how to know if you're ready to consider NextGen.