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


Wednesday, November 13 at 7:30 AM

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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!

Dan Wilson

Senior Director, End User Computing
Hertz

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.