November 11-15, 2023
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Orlando, FL
Loews Sapphire Falls Resorts
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Exhibit
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