November 17-21, 2024
Loews Sapphire Falls Resort
Orlando, FL

Breakfast Briefing 2: ITSM: You're Doing It Wrong!

Wednesday, November 13 at 7:30 AM

View Schedule

In this session, Dan Wilson and Brian Fox will share their counterintuitive perspective on ITSM, featuring real-world, tried-and-tested practices that break the mold of best/common practices taught across the ITSM industry.

• Get out of Outlook and get social (media)!
• Shift right, not left!
• Dashboards are crashboards!
• People aren't your most valued asset!
• Stop scheduling employee training!
• Increase your ASA ASAP!
• Empower your staff to ignore SLAs!
• More problem tickets, please!
Stop being cookie cutter and start humanizing ITSM!

Brian Fox

Program Director
Sitel

Coming Soon!<br /><br />

Dan Wilson

Senior Director, End User Computing
Hertz

<p style="margin: 8px 0px; line-height: normal;" data-mce-style="margin: 8px 0px; line-height: normal;"><span style="font-size: 10pt;" data-mce-style="font-size: 10pt;">Dan Wilson is a tech-savvy leader with more than 20 years of experience leading IT services, infrastructure, and operations teams. He's passionate about helping organizations exploit IT as a business enabler, with a keen interest in the organizational and human impact of change. Dan received his MBA from the University of Michigan; he's also holds HDI Support Center Manager and ITIL Foundations certifications. Outside of work, Dan is an Ironman triathlete and father of three.</span></p>