Service Management World 2018 Handouts

• Pre7 At Your Service! Defining Customer-Focused IT Services
• Pre8 Changing Change Management: An Agile, Experiential(R)Evolution
• Pre-9 Implementing Knowledge-Centered Service
• Pre10 Enterprise Service Management: The Vital Third Part of Digital Transformation
• Session 101: The Hive:World-Class Service Management…Without Any (Case Study)
• Session 102 Accelerating Service Management
• Session 104 Stranger in a Strange Land: The World Beyond ITIL (Case Study)
• Session 105 Digital Leadership for Humans
• Session 106 Zero Strategy: Disruption Through Reduction
• Session 107 How Target Reimagined Service Management(Case Study)
• Session 201 Enterprise Service Management: The State Of The Industry
• Session 205 Couples Therapy for DevOps and ITIL
• Session 206 All Aboard the Service Management Bus: TheEducation of Gwinnett County Public Schools (Case Study)
• Session 303 Omnichannel Support: Service DeliveryEverywhere (Case Study)
• Session 305 Building a Center of Excellence: The EmoryHealthcare Success Journey! (Case Study)
• Session 307 ENCORE: How Target Reimagined Service Management
• Session 402 The Power of Interactive Listening in Business Success
• Session 403 Digital Transformation Means Losing Control: Can You Handle It?
• Session 404 Creating a One-Stop-Shop for Service andSupport at Chick-fil-A (Case Study)
• Session 501 Connecting All Your Dots: Creating Your Service Management Operating Model
• Session 502 SM + Design Thinking = Solved Business Problems – A Forrester Workshop
• Session 503: Objects in the Mirror May Be Closer Than They Appear: A Road Trip on the AI Highway
• Session 504 The Digital Skills Landscape in 2018
• Session 505 Bringing the Digital Experience to the Service Portal
• Session 601 Understanding and Influencing People for Organizational Change Management
• Session 602 Of Questionable Value: The Penn State OAR V*A*L*U*E Transformation (Case Study)
• Session 605 Service Management, Disrupted: From ITSM to ESM
• Session 606 Stop Being Unproductive: Embrace the Support Revolution