The IT Service Management industry never stops evolving. We must evolve with it—or risk being left behind. The cutting-edge sessions in this track will provide fresh and sometimes revolutionary perspectives on the IT Service Management industry.
The Beginner’s View
If you’re new to ITSM, this is the track for you. The sessions in this track will take the mystery out of service management and answer questions about how to get started on your ITSM journey: where to begin, what to look for, how to justify and organize, etc. You’ll learn about the fundamentals of ITIL, project initiation and management, business justification, roles and responsibilities, metrics for success, and much more.
Continual Service Improvement
Everyone wants to improve, but how do we do it? And who has the time? What is the business value of pursuing continual service improvement? How does improvement fit into the context of the service lifecycle? Learn various techniques from industry experts who will share their experiences on how to measure, monitor, and improve your processes, service management program, and organization.
The Expert Focus
This track is for those who have been in the ITSM field for several years and have advanced credentials or experience. The two-hour, in-depth sessions in this track will delve into the future of service management, multiple frameworks, demonstrating business value, adapting ITSM to advances in technology, and the consequences of “shadow IT,” social IT, gamification, and consumerization.
The sessions in this track will highlights practitioner case studies from various industries. Explore the lessons learned, challenges faced, and insights gained from real-world implementations. Learn how IT service management has helped organizations solve problems, contain costs, and deliver value to customers and the business.
Learn how IT governance helps organizations manage risk, including risk analysis and mitigation strategies, business continuity and recovery, cybersecurity, and the new challenges presented by mobile device proliferation and cloud computing. Most importantly, the sessions in this track will explore frameworks like ITIL, BiSL, M_O_R, COBIT, Six Sigma, Lean, and ISO/IEC 20000 and 27000, showing how they can be blended for service management optimization.
The People Factor
Although IT relies on people for innovation, growth, customer satisfaction, and ongoing support, understanding and managing cultural change is the most overlooked factor in any improvement initiative. The sessions in this track cover everything from transforming the way people work, creating teams, and collaborating to influencing an organization’s culture and ensuring that service management changes can be sustained for the long term.
Service Support and Operations
Service and support operations bring everything in infrastructure management together. Attend the sessions in this track to gain insight into how to meet and exceed your customers’ expectations by providing effective, efficient service support. Discover how service desk operation and infrastructure management play into the overall ITSM scheme, and explore topics like event monitoring, volume, availability, and capacity management, and related issues.
The Strategic View
These sessions examine the strategic side of ITSM: improving the bottom line and selling ITSM to the business, all while continuing to meet customer expectations. The sessions in this track will also explore the critical variables that influence success and help the organization set appropriate long-term expectations. This track complements the Executive Connections package and creates a uniquely enlightening experience.