Session 502: SM + Design Thinking = Solved Business Problems – A Forrester Workshop


Wednesday, October 17 at 10:00 AM

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This workshop will teach you key techniques of design thinking and how to apply them to your IT organization to foster an outside-in approach to service design through delivery.

Some of the most admired, innovative, and valuable companies in the world have embraced the practice of design — not simply to differentiate their products in the market, but also to improve the way they operate as an organization. This workshop will also examine how customer-obsessed service management leaders like yourselves, can embrace design thinking to enable their organizations to win in today's business world and how they have organized themselves around a human-centered design mindset.

Chris Gallacher

Principal Consultant
Forrester Research

Chris Gallacher is a principal consultant in Forrester's Business Technology Strategy consulting practice. He focuses on helping organizations develop their service management strategy as well as applying CX principles to IT service delivery. Chris also advises clients around best-practice use of cloud computing, next-generation IT platforms, and automation. He has over 15 years of industry experience, including five years working in consulting roles. Prior to joining Forrester, Chris was a principal consultant in the IT practice of PA Consulting Group, helping clients implement IT service management programs. Chris also spent 10 years at BP in multiple roles within its Global Infrastructure and Operations group. Chris received his Master's in business information technology from Middlesex University in London; he's also a certified ITIL Expert, CISSP, and TBM Executive.

Rudy Seber

Senior Consultant
Forrester Research

Rudy Seber is a senior consultant in Forrester's Business Technology Strategy consulting practice, where he works with infrastructure, business technology, and security & risk leaders to build and optimize their practices – helping clients align technology to meet business goals. Prior to joining Forrester, Rudy spent 10 years as a business technology specialist at Boston University. In that role, he was responsible for infrastructure and operations of the Global Programs division, including DevOps, service management, process management, identity and access management, data centers, database development, and asset management. Rudy received his MBA from Boston University; he also holds his ITIL v3 Foundation certification and is a Certified Information Systems Security Professional (CISSP).