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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 105: In Harmony: Blending ITIL Best Practices and ITSM Tools

Donna Knapp  (Curriculum Development Manager, ITSM Academy)

Mike Cardinal  (BPMO Lead, Thirdera)

Location: Grand Ballroom 122

Date: Wednesday, May 18

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

"We don't need ITIL. We're implementing [amazing ITSM Tool]." Sound familiar? It doesn't have to be a conflict, a one-or-the-other proposition. ITIL and ITSM tools can live in harmony.

One common misperception is that as long as your tool is "ITIL-certified," you don't really need to use the framework itself. Join Donna Knapp and Mike Cardinal for an exploration of when and how to leverage best practice frameworks when implementing ITSM tools. Learn how to take an iterative, agile approach to process and tool engineering activities (and avoid the frustrating rework that can occur when one is sacrificed for the other) and how to implement "just enough" process and maximize the capabilities of your tools. In other words, learn how to practice one of the ITIL 4 guiding principles: optimize and automate.


Attendees will learn:

  • How best practice frameworks will help you answer questions vendors will ask
  • How to blend process and tool engineering
  • How to focus on and measure outcomes
  • How to avoid common process and tool implementation mistakes