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.


Innovating and Disrupting at First American

First American’s core values can be simply described as “People First.” This is what motivates the business and IT to work together to accomplish goals that lead to better business outcomes. The three sessions in this track will expand on Jim Dulle’s keynote, “Establishing a Trusted Partnership Between IT and the Business,” sharing examples and experiences that were critical in creating this valued relationship between the business and IT and maturing the support organization from order taker to business partner to trusted advisor. 


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.


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.


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.