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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 302: ITIL Hacks That Work!: Fast-Track Your Way to ITIL Maturity

Jeff Rumburg  (Managing Partner, MetricNet, LLC)

Location: Grand Ballroom 114

Date: Wednesday, May 18

Time: 3:45 pm - 4:45 pm

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, Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: Intermediate

ITIL is now a multibillion-dollar industry. ITIL training, certification, and audits are just some of the many ways you can immerse yourself in the world of ITIL. Yet most ITIL initiatives fall short of expectations, and the advent of ITIL4 has only exacerbated the situation.

An emerging class of support organizations are enjoying great success with their ITIL initiatives, reporting reduced costs, lower ticket volumes, and greater customer satisfaction – all as a direct result of their ITIL deployments! But these successful organizations are taking a very nontraditional approach to ITIL. In fact, they're hacking ITIL to achieve the benefits of the framework at a fraction of the time and cost.

In this case study-focused session, Jeff Rumburg will present and break down three real-world examples of ITIL hacks. Learn how an insurance company reduced their incident volume by more than 50% in just six months by hacking problem management; how one of the largest commercial banks in the world matured knowledge management in less than 90 days; and how a well-known healthcare company reduced their ticket backlog more than 90% by hacking incident management.