Service Management World
Service Management World Logo
July 21-22, 2021
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    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.

    Sessions

    Session 105: What's Your Value Proposition?: An ROI Workshop
    Session 203: The Konmari Approach to Improving Service Delivery
    Session 206: Creating an Intuitive User Support Experience
    Session 304: Living in the Disruption Economy: Our Customers Are Screaming for Change and We're Still Not Listening
    Session 305: Strategy: Plain and Simple
    Session 404: Leggo My Lego!: An Exciting Way to Learn and Apply Lean Management
    Session 504: XLAs: The Vital Anchor of Service Management
    Session 507: Big Data or Big Brother? Optimize Service with Predictive Analytics
    Session 604: Measure Twice, Cut Once, Make it Fit?: Measurement and Metrics Lessons Learned
    Session 605: The V*A*L*U*E Formula: 5 Elements to Maximize Value
     
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