This workshop focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to improve and communicate their value, focus on results, manage customer perceptions, and identify the processes and procedures that are necessary for success.

This knowledge management provides support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting knowledge management that creates and maintains knowledge as a by-product of the incident management process.

This course provides an understanding of the service lifecycle and processes, as well as the best and common practices for service management. Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs. This PeopleCert-accredited course prepares participants for the ITIL4 Foundation certification exam, a prerequisite for all other ITIL certifications.

Problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don't happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted. This high-energy workshop is filled with interactive discussion points, practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for problem management.

The primary goal of service management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, while maintaining fiscal responsibility through sound IT investments. If you want to increase the value of your IT services to the business, you should focus first on customer facing processes.

This interactive workshop focuses driving and maximizing the customer experience by optimizing your CX program. This bootcamp focuses on key topics, such as CX vs. CS (customer service), metrics, journey mapping, Voice of the Employee, and CX methodologies. Leave with a blueprint for a CX program that drives value and improves customer satisfaction.

This workshop focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to improve and communicate their value, focus on results, manage customer perceptions, and identify the processes and procedures that are necessary for success.

This knowledge management provides support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting knowledge management that creates and maintains knowledge as a by-product of the incident management process.

This course provides an understanding of the service lifecycle and processes, as well as the best and common practices for service management. Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs. This PeopleCert-accredited course prepares participants for the ITIL4 Foundation certification exam, a prerequisite for all other ITIL certifications.

This workshop focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to improve and communicate their value, focus on results, manage customer perceptions, and identify the processes and procedures that are necessary for success.

This knowledge management provides support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting knowledge management that creates and maintains knowledge as a by-product of the incident management process.

This course provides an understanding of the service lifecycle and processes, as well as the best and common practices for service management. Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs. This PeopleCert-accredited course prepares participants for the ITIL4 Foundation certification exam, a prerequisite for all other ITIL certifications.

Incident management is defined as "restoring normal service as quickly as possible, with minimal disruption to the business." This workshop establishes what should be considered "normal service" within a company, as well as how to determine business impact and prioritize incidents to "minimize disruption to the business."

Problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don't happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted. This high-energy workshop is filled with interactive discussion points, practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for problem management.

The primary goal of service management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, while maintaining fiscal responsibility through sound IT investments. If you want to increase the value of your IT services to the business, you should focus first on customer facing processes.

This interactive workshop focuses driving and maximizing the customer experience by optimizing your CX program. This bootcamp focuses on key topics, such as CX vs. CS (customer service), metrics, journey mapping, Voice of the Employee, and CX methodologies. Leave with a blueprint for a CX program that drives value and improves customer satisfaction.

We're entering the greatest period of global transformation the world has ever known. The boundaries between office and work, customer and supplier, leader and follower, and the experiences created for both customers and employees are morphing due to rapidly evolving digital technologies. However, digital transformation is more than just digital; digital transformation is about remodeling businesses to be agile, innovative, and customer- and employee-centric at their core, requiring organization stewards to cultivate a new set of skills and competencies to effectively impact business trajectory. In this keynote, Seth Mattison will demystify what digital transformation is and unpack the most pressing challenges facing organizations on their path toward a more agile, innovative, and digitally competitive state.

Hi I'm MAX, your personal Virtual Agent. In this session I'll introduce SMAX, the smart Service Management product from Micro Focus with machine learning baked in, available on SaaS or on premise. Unfortunately as a Virtual Agent, I can't do absolutely everything (although I do try!), so I'll be assisted by SMAX product manager, Dean Clayton

First American's core values can be simply described as People First. This is our perspective every time we work together – the business and IT – to accomplish our goals together for better business results. Our successful relationship is based on trust and credibility. When we asked, they delivered. When we were challenged, they provided options and solutions. When opportunities presented themselves, we sat down together and figured out how best to take advantage of them. Our business, employees and customers can't afford to overcomplicate any IT service or solution – it just needs to work because our business depends on it. Jim Dulle will share examples and experiences that were critical in creating this valued relationship between the business and IT, maturing from order taker to business partner to trusted advisor.

Introducing the latest innovation from ServiceNow - the Now Mobile app. We've removed the friction from everyday work from the palm of your hands. Employees can find answers and get stuff done across IT, HR, facilities, finance, legal and other departments, all from a modern mobile app powered by the Now Platform. Finally, work life can be as great as real life. Join us as we demonstrate some of the key capabilities including:

• Leveraging native camera, voice to text, and location services
• Streamlining the employee onboarding process
• Consolidated approvals from across departments
• Virtual Agents for common requests like password resets

This session will provide a hands-on, practical, and interactive discussion on how frameworks like ITIL, DevOps, and Lean help organizations survive and thrive in the age of Agile/digital. Attendees will learn how to describe the leading improvement frameworks that support today's digital businesses, use these frameworks to drive CX and operational excellence, and define the key considerations to creating a lasting Agile organization.

One revolutionary feature of VeriSM is the management mesh, which has created a stir across the global the service management community. What is it exactly? How is it used? What does it mean? Where is it used? How do I create one? Why do I need one? Who uses it? When is it used? The answers to these questions and more will be presented in this hands-on, interactive session. Work with one of the authors of the management mesh to learn how to identify and map elements for a management mesh, map requirements to the mesh, and define the gaps and devise a plan to address the gaps.

Enterprise service management has become a hallmark of today's bleeding-edge organizations—but how did we get here? If your organization isn't on its way, how can it get there? In this session, Tony Denford and Valence Howden will pull apart the brief history of enterprise service management, considering its value and scope, its pros and cons. They'll layout the challenges that might be leading organizations to consider ESM, and explain how and where ESM can help address those challenges. They'll share examples of how ESM has been applied in organizations alongside practical steps for establishing ESM in your organization Participants will walk away with insights and guidance for understanding their organizational challenges, identifying what customers truly value, and simply and successfully initiating their own ESM programs.

"They always say time changes things, but you actually have to change them yourself." –Andy Warhol
The IT change management process is designed to help control the lifecycle of strategic, tactical, and operational changes to IT services through standardized procedures. The goal of change management is to control risk and minimize disruption to associated IT services and business operations. Georgia Institute of Technology introduced change management in 2018, and in this session, participants will learn about Georgia Tech's process and how it managed adoption, along with successes and lessons learned. Leave with a clearer understanding of change management, how it can work in a higher education setting, and how your organization, too, can survive adopting change management.

Return on investment (ROI) is one of the most common and important measures of financial performance in the business world, yet fewer than 10% of all technical support organizations utilize this critical metric. The result is that many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support. In recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support, a strategy that emphasizes value over cost, and they routinely deliver benefits far in excess of those costs.

Support groups that understand and quantify their ROI gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver. In this interactive session, Jeff Rumburg will share one organization's story for developing its value proposition by putting ROI at the center, and he'll work with participants to develop a better understanding of their own organizations' ROI.

Last year, Forrester Research expanded its IT Service Management coverage to Enterprise Service Management. This session will debut the 2019 Forrester Wave and associated insights developed over the past year of talking to customers and vendors. New topics of interest:

- The increasing role of AI and chatbots on the service desk
- When ESM may *not* make sense for your organization
- The importance of engaging enterprise architecture in any ESM initiative
- Governing and enabling ESM portfolios

Attendees will receive a state of the art, deeply researched market overview as well as practical guidance on implementation from a leading analyst.

Consistent service and support designed to meet the needs and expectations of the business must be delivered with the customer top-of-mind. A service leader must take the time and the opportunity to learn the business, develop trusted relationships with business leaders, and build a team that can consistently deliver valued services. It's critical that the values and priorities of the service strategy are operationally visible and experienced in every customer interaction. Knowing how the business works is critical! Knowing how your team can be best utilized by properly supporting them with the right training, processes, tools, knowledge, and leadership is essential! Join Pete McGarahan as he shares his First American journey, highlighting the importance of culture, values, relationships, and leadership.

The role of the CIO is a complicated one. The span of control covers strategic to operational responsibilities, but how can one leader be expected to know what "great" looks like across so many functions? IT4IT is a value stream-based reference architecture that helps technology leaders by providing a blueprint for the goal state of the business of IT. This session provides a view from a former CIO on how IT4IT can jumpstart the journey to "great" at a pace tailored to your IT business priorities. Participants will learn what IT4IT is and how it complements other methodologies, how IT4IT can address the CIO's and IT's challenges, and how to get started.

Texas A&M's Division of IT has struggled with populating the configuration management database (CMDB) with valid and useful data. In this session, Robert Cheyne will share how TAMU has created a service-aware environment, step by step, from setup and governance, to discovery and population, and to service mapping and event management. Participants will see real-life examples of TAMU's CMDB, and they'll walk away with ideas and recommendations they can use in their own environments.

Making everything visible at a glance, working by category, making sure it sparks joy, showing appreciation for what you discard—Marie Kondo has a system for tidying up that works for any type of situation…even improving service delivery! Attend this session to learn a system for assessing your current service delivery and identifying ways to improve and facilitate organizational culture change that results in buy-in, increased efficiency and effectiveness, and improved morale (spark joy)!

Asset management can seem like a daunting proposition—devices and applications are increasing exponentially, creating more attack surfaces, while cyber-threats and governance policies are also simultaneously expanding. It's a bar fight in the making. But the Big Three—asset, governance, and security—can complement and support each other. In this session, we'll discuss strategies for tackling asset management in the context of governance and cyber-security. Working in teams, we'll brainstorm strategies for initiating and maintaining an asset management program that's flexible enough to grow and change as your organization does.

Much has been said about the role of AI and automation in IT and service management, but in most cases, we've failed to look at one vital element of this initiative: the partnership that will emerge between AI and the people, or rather, the humanity of IT and service management. This new partnership is not what people expect and is critical to the success of both the service management organization of the future, and even more importantly to the success of the business. Attend this session to learn about how IT and service management are poised to change in the next 10 years, the role of people as AI and automation play a bigger role, and how people and AI can partner and make each other better.

Self-service has been one of the major trends of the past 10 years or more. Users want to be able to support themselves, answer their own questions, and organizations want to provide them with user-friendly options and capabilities. But it's often not so easy. In this session, Sarah Sanchez and Brendan Monahan will share a case study on the creation of an intuitive self-service experience, focusing on using human-centered design elements, developing personas to customize the experience, selecting, implementing, and quantifying the value of intelligent automation, and integrating knowledge to increase user engagement and quality.

Better decision making depends on the quality of the data, the relentless pursuit of questioning, and measurable action taken based on the findings. In this session, attendees will take a deep dive into First American's operational experience using data, knowledge, and analytical thinking to identify opportunities for continuous improvement, implement new ideas, deflect, or eliminate contacts and work effort, uncover workflow automation opportunities, and shift resolution closer to the customer. The First American leadership team is empowered to challenge the numbers, ask relevant questions, and identify trends, all of which requires a deeper understanding of data and analytics. Learn how they use baseline and actual data to justify and quantify the success and impact of every decision or action—and how you can, too!

Having trouble maintaining and sustaining continual improvement efforts? Upgraded to the next version of your tool and all movement has stopped? Can't find answers to the boss's "what's in it for me?" We've all been there. The key to a successful improvement effort is providing a long-lasting impetus for improvement. Experience shows that using only one methodology and one management framework or model eventually shows its weaknesses and gaps, often just at the point where you're getting over the hump. Momentum stalls and the project is abandoned. The simple answer is to combine the best parts of several frameworks and methodologies under a unifying structure. In this session, Paul Fordiana will identify common myths, weaknesses, and strengths about several mainstream models, and describe how to leverage defined standards to give your improvement effort the strength and legs it needs to sustain itself.

Tasked with changing the European Central Bank's organizational culture and moving to a more strategic target state, ECB implemented VeriSM's management mesh. Join Scott Standen on the ECB's enterprise service management journey! See how ECB's unique interpretation and innovative approach to practically applying the VeriSM management mesh is developing. Learn how to use the management mesh to steer the correct conversations when developing fit for purpose services across the lifecycle. Develop an understanding into how service management practices can be applied across the enterprise (and not just to IT services). And gain insights into the cultural and organizational change management perspectives that need to be taken into account when embarking on such an initiative.

In this session, Carla Smith will share Emory Healthcare's change management journey. She'll present the recipe for great change management, tips and tools for gathering and preparing the ingredients, and walk you through the process, step by step. You'll walk away with a fresh tray of resources, templates, and plans, and everything else you adapt the process to your organizational culture and sustain success for the long term.

As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. No longer are customers willing to put up with bureaucratic and lethargic global enterprises that are slow to change and create unnecessary friction. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over network TV. If we're not careful, IT will also become extinct. We need to develop strategies that innovate, reduce friction, and stop waiting for our customers to come to us. And knowledge is the key to our success.

We've been getting strategy wrong. We exhaust ourselves generating detailed plans and architectures that few people read and are out of date within months. And often, the people affected most by the strategy don't even get a say in what's in it. Agile approaches need a more dynamic and relevant approach to strategy. This session takes a practical look at how to define and write a strategy that is simple, relevant, and achievable – and that keeps up with the pace of change in today's business environments. The session is aimed at anyone who has to prepare a strategy - whether it's for the entire enterprise or a single group. Participants will walk away with seven simple and practical principles that make the difference between a winning strategy and a plan that never sees the light of day.

It doesn't matter what your title is; in today's organizations, everyone is accountable for results. In this session, participants will learn what separates the best from the rest, how to lead teams and organizations to success, and how to get your team or organization out of the mudpuddle. Explore the common challenges that demotivate and learn techniques for leveraging strengths and coaching and developing others to enhance their skillsets and create a more fulfilling and collaborative culture. Leave this session knowing how you play a leadership role, how you can do it better, and how you can transform your work culture.

Consistency is so critical to the overall performance of any service organization. A solid service structure, delivering valued services aligned with your service strategy, should be your top priority. First American's leadership built a firm foundation of capabilities by hiring the right team members, designing holistic training focused on the desired customer experience, utilizing best practices, award-winning tools, and optimized processes, and focusing on meaningful metrics. Join Brandon Caudle and Brad Biagi as they share lessons learned from what worked and, more importantly, what they would have done differently.

Join John Custy and a panel of service management experts for an interactive introduction to ITIL4. Learn about the difference between the service value system and the service value chain, and how they can improve the value and the management of your IT services. Learn how ITIL 4's Guiding Principles can assist you on your continual improvement journey and why the focus of ITIL 4 has matured to emphasize practices, not just processes. We'll also explore the change in the service desk role, from a function in ITIL 3 to a service management practice in in ITIL 4. If your organization is leveraging Agile, Lean, or DevOps practices, you will appreciate how ITIL 4 has progressed to better integrate with these practices.

"Take the IT out of ITSM and you have enterprise service management."
Is this a true statement? Does it really work that way? If you ask HR, accounting, legal, or other service providers in an organization, they'd look at ITSM best practices and say it doesn't; they have their own terminology and ways of working. In reality, wrapping service management around IT terminology can hurt adoption efforts with non-IT providers. Operating models help bridge the gap.

Once a strong governance model for enterprise service delivery is in place, creating an operating model that brings together players from all of the provider organizations enables everyone to embrace their best practices and terminologies while enabling them to find exploit their commonalities. In this session, Phyllis Drucker will present the business case for driving an enterprise service management approach and demonstrate how to build operating models across business capabilities.

IKO Industries has embarked on global, organization-wide continual improvement initiative, requiring all departments to drive toward the same goals: improve customer service, perception, and satisfaction; increase accessibility through a single point of contact; improve the quality and turnaround of customer requests; improve teamwork and communication; reduce negative business impacts; improve management of infrastructure and use of IT resources; increase productivity; and provide management with more meaningful information and inputs for decision-making. No pressure, right? These initiatives are forcing the organization to research, adopt, and adapt service management concepts and best practices. In this session, Pierre Bernard will share lessons learned from the first year of the journey, focusing on the importance of communication, securing and sustaining management buy-in, and adopting and realizing the benefits of various frameworks and methodologies.

Do you need help identifying and eliminating processes that aren't efficient? Are you looking for a fun and unique way to learn and teach Lean concepts? Then this is the session for you! Using Legos, you'll learn how to improve efficiency with your service and support teams, strengthen procedures, and quickly identify areas for continual improvement. You'll leave with practical tips and fun exercises to lean out your processes back at the office.

Implementing ITSM software is a journey fraught with peril and pitfalls. From executive sponsor and stakeholder expectations, to vendor selection and catalog, workflow, and report design, to training and go-live strategies, knowing what not to do at each stage of the project is the key to ensuring a successful implementation. In this session, participants will learn how to avoid the pitfalls that can sabotage any ITSM software implementation project. Learn what ITSM software can and can't do for the business, why executive stakeholders are so critical to the success of an implementation, and how to explain why ITSM software is neither an "IT tool" nor "help desk software."

A well-defined and executed upon business strategy is the strongest competitive advantage a company can have. But culture is critically important, too, and it's vital you get it right. In this session, Manuel Palachuk will explain the significance of aligning the people in your organization with your company's vision, mission, and values, clarify the realities and repercussions of chaotic cultures, and share a solid framework for designing a culture, compass, and strategy you can easily implement for getting to the next level and beyond.

Do you sometimes walk away from interactions with your boss, peers, or direct reports in disbelief that they can think and believe the things they're saying? Does that leave you questioning your own sanity? Are you left in a quandary as to how to approach the next conversation and create the outcome you seek? In this session, attendees will learn how to identify and use their own feelings to overcome conflict and influence outcomes in a simple and scientific way.

There are countless classes and demonstrations on the KCS methodology, but few resources that will help you figure out just where to start with your KCS Implementation. Keelyn VanderWeide has helped multiple organizations with their KCS programs; in this Breakfast Briefing, she'll walk you through how to build a roadmap for your implementation. You'll discover best practices and learn which pitfalls and practices to avoid. Come to have your questions answered, or come to listen to a giant KCS nerd excitedly tell you about her adventures. Either way, you'll have fun!

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!

IT service teams are under constant pressure to do more with less, while also delivering superior customer service and reduced downtime. But complexity is also increasing. Artificial intelligence and machine learning offer opportunities to address these dueling situations and improve ITSM overall. In this session, learn about the challenges that organizations are facing with respect to IT operations and examine how IT managers and directors can implement AI to improve their operations. You'll walk away with a better understanding of the constraints and challenges that IT teams are facing with respect to budgets, personnel, and customer expectations, the ways in which AI and automation and transforming IT operations and service management, and the steps organizations can take to encourage AI adoption and capture the benefits of these new technologies

In service management, it can often be easy to forget who the "end user" really is, so it's all too easy to make assumptions about what they really want. However, in order to effectively understand our end users' goals, needs, pain points, and frustrations, it is crucial to obtain data to reinforce or invalidate our assumptions. In this session, you'll learn why collecting data about your users is important, how to use rigorous methods and frameworks to obtain and analyze data, and how to approach and apply the design thinking process.

How often has your change manager, your service delivery manager, or (worse) your CIO observed that there seem to be far too many emergency changes in your environment? How many of those "emergencies" were truly hair-on-fire moments? How many were simply administrative or governance failures? If your organization's "emergencies" fit into that latter category, you need to more clearly define what constitutes an emergency change, implement a new type of RFC, layer in governance to the change process, and hold change owners more accountable for accuracy. If your organization struggles with too many RFCs being classified as "emergencies" this session is for you.

Business is changing at the speed of light. Today, exponential technologies, such as artificial intelligence and machine learning, are creating new disruptive business models almost overnight. In this new world, one where McKinsey & Co predict that 45% of jobs will be automated in the next 20 years, there's one distinctly human competitive advantage you and your people must leverage: your creativity. In this one-of-a-kind keynote, James Taylor takes the audience on a journey to discover the backstage secrets of the world's most creative individuals and innovative organizations.

You'll learn:
• What disruptive technologies such as artificial intelligence mean for you, your team, and your industry
• Which job roles in your industry are most at risk from automation
• Why China's richest man believes "creativity" is the most important skill you need to develop to survive and thrive in the age of disruption
• The simple five-step process for developing creative thinking skills
• How to lead innovative teams and foster a creative culture to increase innovation ROI
• How to use the new science of "augmented creativity" to generate, evaluate, develop, and implement more ideas, more quickly

It's a fact that digital transformation is a necessity in today's technology-driven environment. With the ongoing consumerization of the workplace and emphasis on digital transformation, the role of IT is rapidly evolving. IT departments are playing a critical role in driving employee engagement, especially through the service desk.

The service desk connects data, technology, and processes. It ensures employees have access to the resources they need, and it helps IT quickly resolve issues that arise. Modern ITSM platforms can track assets within a technology environment and use that data to resolve and even prevent issues with the help of smart technology.

Join Liz Beavers, Senior Solutions Engineer - ITSM, as she demonstrates:

• Why a combined ITAM and ITSM solution can drive your digital transformation
• How to align ITOM and ITSM for increased data visibility and streamlined issue resolution
• How AI and automations can connect IT technicians and employees to the resources they need quickly
• How to ensure your ITSM strategy centers on the employee experience with technology, including mobile, chat, and integrations with existing tools

You don't need to travel very far down the road of DevOps before you realize that defining the "decoupling point" between your Business Application teams and your Platform team(s) is not necessarily an easy matter. How do you go about creating a DevOps team that also cares about and takes responsibility for operations, architecture, and deployment? In this session, you'll learn how to combine DevOps and SIAM practices to get a setup that works for application environments where all or part of the software, platform, or infrastructure is sourced from one or multiple vendors.

Digital transformation is changing the world around us. It's no surprise that employees want to be as self-sufficient in their professional lives as they are in their consumer lives. Shift-left is the way forward, and Ruben van der Graaf has the answers. In this session, he'll share how Kramp Group BV's strategy empowers both IT teams and employees to work more efficiently and effectively, lowering costs and freeing up teams to do more in a better way.

Every tool has amazing reporting – isn't that wonderful! But at the end of the day, as a service management professional, you must make real-world decisions about how to improve the services you provide to your customers. But how do you turn the data in your systems into actionable intelligence? In this session, learn how to go beyond dashboards and reports: dive into the data using correlation and regression analysis to get deep into problems in a way that leads you to solutions. It's not as hard as you think – you don't need a PhD in statistics – and it can make a huge difference. Kevin Griggs will share his team's creative approach to blending data analysis with the human side of process improvement to drive real service improvements.

Service management, whether based on ITIL4, IT4IT, or DevOps, exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders. The reason is that technology teams are often trapped in measuring output rather than outcome, and KPIs on activities rather than XPIs that guarantee experience. Many times, the process we are managing has not even been designed with experience in mind. How can we include XLA effectively and quickly to get a return on our investment in service management guidance and practice? Where do we start? What does "good" look like? Where do XLAs fit within ITIL4, IT4IT, and DevOps? In this presentation, Alan Nance will explain how companies like Heineken, Philips, and Teva Pharma are using XLAs to design and deliver a world-class experience to the customers.

Ask most anyone in service management and they'll tell you essentially the same thing about CMDBs: "They're difficult to implement, cost prohibitive and nearly impossible to even get started with." Strangely enough, those same people will inevitably tell you they "absolutely need one" and "have to put one in place" (even if they don't really know what one is). If CMDBs are so elusive and difficult, why is everyone still trying to do it? There has to be value somewhere in doing it. In this session, Carlos Casanova will identify the pros and cons of component-based vs. systems approaches, explore the cultural challenges, delve into data quality and reconciliation, and identify the best ways to quantify the value of the CMDB.

One of the biggest transformation impediments in the enterprise is skills. Unfortunately, it's one of the most overlooked and downplayed areas when it comes to business and digital transformations. Whether it's outsourcing limitations, lack of budgets, or not enough "top talent" in your organization, it's time to throw out that Excel skills inventory and adopt a dynamic approach to enterprise skilling with your teams. To make a real impact, teams need to harness their talents through iterative and interactive retrospectives of their skills as a team, quickly identify gaps and needs, then integrate directly into the business flows to effectively expose and address this silent killer. In this session, Sean Davis will explore how to add skilling directly into the value stream of any organization, ensuring that as the business grows and evolves, skills will adapt and scale with it.

Predictive analytics can be used to improve a range of service management practices, including event management, incident management, knowledge management, change management, and security/risk management. While they'e been available in some tools for several years, making use of them requires an understanding that goes beyond the data available and an intended outcome. In this session, Phyllis Drucker will share use cases that illustrate how you can get started with data analytics and taking action based on what you learn.

Every transformation starts with a value stream; where there's demand, there's a value stream. DevOps emphasizes value streams, and ITIL4 has introduced value streams. But what is a value stream? And how do you improve one? In this session, Donna Knapp will break down the anatomy of a value stream and its key metrics. Participants will gain an understanding of the relationship between value streams and the IT value chain, the role of processes, and why each is important.

Setting aside all the buzz about enterprise service management (ESM), what does it actually mean? The central vision of service management is a service-oriented, customer-focused way of working, adopted to ensure that what we do and how we do it is driven by producing the right outcomes for our customers and ourselves. IT organizations pursuing this vision have enough challenges. How can the vision be adopted by other parts of the organization, and not be seen as something that belongs to the techies? In this session, we'll discuss different journeys and factors associated with enterprise service management, including the role of business leadership, frameworks and methodologies, tool adoption, and organizational change. Lou Hunnebeck will also share the five critical requirements for success and some key ideas for achieving them.

In 2017, North York General Hospital experienced challenges with meeting high demands for IT support. The support team implemented ITIL and shift-left, but the results weren't great. NYGH resolved to innovate. Just one year later, NYGH successfully leveraged a combination of service model, technology, and process to turn away from fire-fighting toward proactive support, returning 6600+ hours annually back to patient care. In this session, Chi-Cheng Chu will share NYGH's insights and lessons learned about spotting the signs of implementation failure, evolving a process while staying on track, finding resources, justifying investments, and more.

Using the craft of woodworking as a guide, Michael Cardinal will present practical and applicable techniques for improving the use of measurement and metrics. The session will introduce basic, yet powerful tools that anyone can use to get more from measurements and metrics, and attendees will come away with greater confidence in their understanding and use of measurements and metrics.

"What do we want?" "VALUE!" "When do we want it?" "NOW!" A common thread shared by almost every best practice or methodology, from ITIL to Lean to DevOps, is VALUE. Understanding, focusing on, and improving value ultimately is the most important thing any service organization can do. In other words, service optimization is value optimization. This presentation introduces the back-to-basics model and provides guidance on how to maximize your organization's value, focusing on the importance of a Value Vision, the key aspects of alignment, the power of leverage, the facets of uniqueness, and how to unleash value through effective execution.

With all the hoopla about chatbots and the introduction of artificial intelligence as a means of providing services to our customers, it's important to understand what AI is all about and what it takes to develop an effective chatbot adoption strategy. Considerable effort is required to create a conversational interface that can successfully support customers. An adoption strategy must first identify the required customer-facing knowledge to effectively program the bot and then successfully convert that knowledge into conversations. This session explores a chatbot adoption strategy based upon the implementation of Sherlock, the knowledge bot about knowledge that you should consider before you jump into the world of bots.

The success of ITSM implementation projects begins with cultural change – but what exactly does that mean?
It means that every member of the IT team needs to be convinced of the importance and benefits of ITSM implementation in the organization. Each team and individuals involved will be truly committed to following the strategies required to achieve the objectives proposed. ITSM cultural change involves motivating the human factor to accept and execute any new action aimed at improving the business through ITSM. In this session, Andrew Vollaro will share insights and guidance for truly understanding your company's current and desired culture, selling the company and your team on the benefits of ITSM, and planning for the training, tools, and partners you'll need to be successful.

In this compelling and energetic program, leaders will be inspired and equipped to raise the performance and productivity levels in themselves and with their teams, one profitable conversation at a time. Executives and managers who hone their communication skills to raise the level of critical thinking in every conversation outpace their competitors all day long. They know how to lead teams to be are better decision makers, problem solvers, communicators, and collaborators, and to reach and exceed their goals faster.

With more than 27 years of experience working with executives, AmyK knows the secrets leaders keep: what makes their stom¬achs turn, their palms sweat, the thoughts that cause them to toss and turn at 3 a.m., and the conver¬sations they have to turn it all around and create big wins. From mindset and motivation to navigating change and conquering our biggest challenges, the most brilliant leaders understand how our conversations can triple our profitable results, both personally and professionally. With humor, wisdom, and powerful exercises, AmyK will share practical tools for choosing and crafting conversations that fuel top performers and drive better behaviors.