Session 101: The Hive:World-Class Service Management…Without Any (Case Study)


Tuesday, October 16 at 10:00 AM

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Shopify is the leading cloud-based, multichannel commerce platform. Merchants use our platform to design, set up and manage their businesses, end to end, across multiple sales channels, including web, mobile, social media, marketplaces, brick-and-mortar locations, and pop-up shops.

Shopify powers over 600,000 businesses in approximately 175 countries, including Red Bull, Nestle, Kylie Cosmetics, LA Lakers, Rebecca Minkoff, the New York Stock Exchange, GoldieBlox, and many more.

Central to Shopify's huge success is our world-class customer support. Shopify's support team takes an approach to a service experience that some may describe as anything but best practice, in the ITIL sense. "Service management" isn't in our corporate vocabulary, and yet it's our service capabilities that make us world-class.

Our service model uses uniquely scaled teams that form collaborative networks to grow and adapt, like a Hive. Within this Hive, teams use AI tools, and adopt an Agile project management methodology operating within a DevOps environment. We create our own disruptive technology in search of providing the best service experience in the world for our support team, our merchants, and our merchants customers.

This session will take you inside the Hive to explore innovations that power results-oriented decisions at Shopify. We'll look at how we have created an unconventional approach to support that works and how exploiting and innovating AI, Agile and DevOps has contributed.

Candace Dunwoodie

Support Operations
Shopify

As a well known IT Service Management expert, since 1998, Ms. Dunwoodie's career in the IT industry has progressed from an Application Developer, ITSM Accredited Trainer, an ITIL Examiner, a Senior ITSM Advisor and most recently back into the support, engineering and development world with Shopify.