Session 605: Service Management, Disrupted: From ITSM to ESM

Doug Rabold (Founder, Bold Ray Consulting)

Location: ChampionsGate

Date: Wednesday, October 17

Time: 2:45pm - 3:45pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: Service Management Beyond IT (It’s a Big World After All)

Format: 60-Minute Expert Presentation

Vault Recording: TBD

It’s no secret: we’re in an age of disruption. Of the two largest retailers in the world, one carries no stock and the other has no brick-and-mortar storefronts. The largest transportation-for-hire company owns no fleet; the largest accommodations provider owns no properties. Closer to home, not even ITIL—the framework that has guided ITSM for three decades—has been immune.
The last few years have seen the rise of new frameworks and methodologies—DevOps, BRM, VeriSM, and others—that are poised to disrupt our industry. Attended this session to hear how one energy company has been disrupted by a change agent who advocated for expanding service management beyond the realm of IT and adopting a more holistic approach to organizational change management.