We're working hard to pull together the tracks and sessions for Service Management World 2020. In case you want to see what was offered last year as you work on your business case to attend, see the 2019 tracks below.

Service Management World sessions are organized into tracks (categories) to ensure the proper distribution of session topics. Each track is managed by a track chair who selects sessions for that track. All Service Management World tracks are listed below.

Connecting the Dots

Sessions in this track will focus on the essential information you need to combine and deploy service management frameworks and methodologies strategically to maximize flexibility and minimize risk. Topics include IT4IT, VeriSM, SIAM, value stream mapping, process-driven service improvement, and more.


Driving Strategic Decision-Making

Sessions in this track will focus on the strategic decision-making process in a platform economy, including disrupting the customer experience, leveraging lean management principles, decluttering your service delivery process, creating an intuitive support experience, developing experience level agreements (XLAs), optimizing your services using predictive analytics, and more.


Putting IT to Work: Tech Talks

Sessions in this track feature case studies, research and real-world insights from leading service management solution providers. Learn how the latest trends and technologies can enable your success today, and in the future.


Implementing and Optimizing Services

Sessions in this track will focus on the challenges and successful use cases of applying service management principles and frameworks across the enterprise. Topics include delivering greater customer value, shifting left, overcoming practical and political challenges to enterprise service management, and more.


Optimizing Culture and Leadership

Sessions in this track will focus on the challenges and successful use cases of applying service management principles and frameworks across the enterprise. Topics include delivering greater customer value, shifting left, overcoming practical and political challenges to enterprise service management, and more.