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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 403: Unlearning IT: How Service Management Is Letting Your Business and Department Down

Matt Beran  (Sr. Product Specialist, InvGate)

Location: Room 203

Date: Wednesday, May 1

Time: 10:15 am - 11:15 am

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

Track : Modernizing Service Management, Evolving the Customer and Employee Experience

Session Type: Session

Vault Recording: TBD

Audience Level: All

For decades now, dozens of frameworks and methodologies have jockeyed for the title of Dominant Service Management Philosophy. But much like the mythical panacea of "agile," this has blinded may professionals and their organizations to the true value of service management. We become complacent, comforted by our certifications and training. Comfort is the enemy of innovation and growth; diversity and change - in methods, ideas, and people - are what lead to sustained, successful improvement. In this session, Matt Beran will help attendees find a better path toward governance, exploring the future of service management, identifying existing gaps and opportunities, and inspiring today's generation of service management leaders and professionals to learn and develop in more effective, more accessible ways.


Participants will walk away energized to explore the world of Service Management beyond what they already know. Book recommendations, job description changes and culture tweaks are just some of the tactics we will discuss.