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.
Greg Sanker (Speaker, Author, Senior IT Leader, ITSMTransition)
Location: Room 301-302
Date: Thursday, May 4
Time: 11:30 am - 12:30 pm
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Session
Vault Recording: TBD
Audience Level: Intermediate/Advanced
We're well into the Age of Experience now and the need for rock-hard ITSM core strength has never been greater. As a former CIO, Greg Sanker knows full well that modern organizations rarely have the luxury of broad ITSM improvement efforts. They have very specific operational challenges creating specific negative effects and they need to make specific improvements -- quick! In this session, Greg will illustrate how experience feedback can be used to identify and drive targeted ITSM capability improvements (i.e., incident, problem, change, release, etc). Targeted improvements in these core areas are then measured by their impact to customer experience. This feedback loop between CX and ITSM capability improvement efforts provides real time inputs to guide ongoing improvement efforts. And the cycle continues. Attend this session to learn how to make this cycle work for you.