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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Pre-12: Humanizing IT: A Bootcamp for Service and Support Leaders

Katrina Macdermid  (Founder & Director, KayJayEm Services)

Wesley Eugene  (CIO, IDEO)

Location: Room 301-302

Date: Tuesday, May 2

Time: 8:30 am - 3:30 pm

Pass Type: Premium Conference Pass

Track : Modernizing Service Management

Session Type: Workshop

Vault Recording: TBD

Audience Level: All

Human-centered design excels at empathizing with the human experience but it falls short when understanding IT service management and the complexity of supporting IT services. IT service management focuses on delivering value but doesn't utilize some of the most powerful tools and techniques to understand and shape human experience (empathy, research, and personas). On the surface, you'd be right to doubt whether these two disciplines could effectively fuse, but they are more related than you might initially assume. Both are musts for all IT departments.

The Humanizing ITâ„¢ approach aims to integrate concepts from human-centered design and ITSM to revolutionizing the creation, delivery, and support of IT services. In this workshop, learn how you can break down barriers between the business and IT departments, and within IT departments themselves, ultimately demonstrating how IT positively supports business outcomes and the organization's mission.

Pre-registration is required to participate in this workshop. Contact HDI[email protected] to inquire about a Premium conference pass.