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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 504: Driving Positive Experiences Through the Use of Guiding Principles

Jeff Jensen  (Founder and Principal, I Train IT Leaders LLC)

Rae Ann Bruno  (President, Business Solutions Training)

Location: Grand Caribbean 10

Date: Wednesday, November 15

Time: 11:30 am - 12:30 pm

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

Track: Optimizing Culture and Leadership, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

The guiding principles that were introduced in ITIL4 were created in part to help organizations adopt and adapt a service management approach and mindset. There's additional opportunity to review these principles through the lens of improving customer, user, and employee experiences to gain additional insights, foster positive cultural change, and drive organizational results. In this session, Rae Ann Bruno and Jeff Jensen will share their unique perspectives while bringing these emerging capability areas together to assist attendees with taking the next steps in their improvement journeys. Walk away with a better understanding of:

  • The relationships between the ITIL guiding principles and customer, user and employee experience
  • How the merging of these two capabilities will bring about improvements at strategic, tactical, and operational levels
  • How to apply the guiding principles in the context of key experience concepts, including interactions and touchpoints, moments of truth, moments over time, and experience measurements