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SupportWorld Live

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Session 505: Build Your ITSM Core Strength for Customer Experience Success

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.