Session 304: The Service Management Journey at IKO Industries: Lessons from Year 2
Wednesday, November 18 at 2:30 PM
View Schedule
In late 2018, IKO Industries Ltd. embarked on a global, organization-wide continual improvement initiative. Last year at SMW 19, Pierre Bernard presented the lessons learned from the first year of that journey, focusing on the importance of communication, securing and sustaining management buy-in, and adopting and realizing the benefits of various frameworks and methodologies. This year, Pierre is back with the lessons learned in the second year of this ongoing saga…umm, initiative.
Pierre will present the lessons learned in attempting to sustain management buy-in throughout the year keeping IT personnel engaged, and designing, building, and transitioning six practices: knowledge management, problem management, change control, incident management, service request management, and (possibly) service level management. Learn about what went well, what didn't go so well, and what they did to improve it as they deployed and released process after process in 2020.