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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 506: The (ITSM) World is not enough!

Alex Cosma  (Director of Service Management Office, Square-Enix)

Location: Room 207

Date: Wednesday, May 1

Time: 11:30 am - 12:30 pm

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 : Evolving the Customer and Employee Experience

Session Type: Case Study

Vault Recording: TBD

Audience Level: Intermediate/Advanced

We are living in a fast-paced world, where change is everywhere and digital is pretty much the norm. As IT is such an integral part of most businesses, we have an opportunity to shine a light on everything we have learned whilst managing IT services and share our secrets with the wider business.

  • If you're asking yourself the following questions, then this is a session for you.
  • Where should I start my ESM journey?
  • What if the business is not bought in?
  • Why should we move towards ESM?
  • What if my remit is mainly focused on IT and senior sponsorship support is lacking?
  • How to demonstrate ROI?

During our time together, I will share how I helped my organisation move from ITSM to ESM by leveraging business relationships, share processes and responsibilities; all without a dedicated budget or remit for the move.


Plan of Action that will position service management front and centre in business value-based conversations.