Service Management Disrupted!
Tuesday, April 26th 9:45am to 10:15am
In this age of disruption, long-held standards everywhere are falling and being replaced. It is no secret that of the two largest retailers in the world, one carries no stock and the other has no brick-and-mortar storefronts. It’s commonly known that the largest transportation for hire company today owns no fleet of vehicles and that the largest accommodations provider owns no properties. Closer to our world, project management was bitten by the disruption bug as Agile practices gained popularity. Yet the tried-and-true framework – ITIL – that guided IT Service Management for three decades remained largely unaffected until recently. The last few years have seen the rise of new frameworks and methodologies – DevOps, Business Relationship Management, VerISM, and finally ITIL4 – that are poised to disrupt our industry. What’s the key difference between traditional IT Service Management and these new approaches? The answer is “Customer engagement that delivers clear business value.” Service Management under the traditional ITIL framework – v3 and earlier – had happened behind the scenes – Service Management by IT focused on IT. The processes were opaque to the service consumer. These new approaches bring the technology consumer not just into the conversation but welcome them as active participants in the practice.
This approach – Enterprise Service Management – is the future, and the future is now! Join Doug for an exploration of how your team can evolve along with the frameworks. Key takeaways include:
- Disruption in our industry has arrived in the form of new methodologies.
- Service Management is no longer strictly the realm of IT.
- IT needs to evolve to be more people-centric.
Doug will also be part of Illustrations in Operational Excellence enterprise panel discussion.