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Online Member Meet-up: Crafting the Next Generation of Service and Experience Management

8 December, 2023, 1:30 pm - 2:30 pm


The service management market is in flux as certification bodies compete for dominance, and various best practices are under scrutiny.  Against this backdrop, organisations struggle to transition from the service economy to the experience economy, leading to confusion about where to invest in talent, education, and training.

This presentation discusses the result of a seven-month project that conducted research with CXO leaders in large organisations and thought leaders in the service and experience management community.

The result is a view of the change business leaders want from IT and how the experts think IT should change to meet the new needs.

What this event will cover:

  • The future of IT organisations as guardians of the Human Experience of Digital Products
  • The essence of the experience economy
  • Why are service management best practices that once worked now flailing?
  • The four things research shows executives need from technology teams in 2024
  • The seven most significant changes to expect in the ways of working
  • Managing the human experience of digital products
  • Maturity is defined by value generation
  • How will the change journey unfold?
  • Call to Action

What the attendees will takeaway from this event:

  • The direction of travel for IT in the next five years
  • The most critical areas of change for IT organisations
  • The role of experience management in the next generation of IT management
  • The movement from service management to digital product management
  • The migration of ITSM metrics to value metrics
  • The topics of conversation for tomorrow morning in your teams


Alan Nance has a long history of service management innovation. He was the keynote speaker at the launch of ITIL in 1992; he also worked on the creation of CobIT in 1996. Since then, he has pioneered transformational outsourcing, cloud computing, and experience management.

Most recently, he implemented the first XLAs and the industry-leading Experience Optimisation Framework. He has held senior positions leading digital transformation at Hewlett-Packard, ING Bank, and Royal Philips.

Delivery location

This event will be online delivery via Teams.

How much does it cost?

This event is FREE for all itSMF UK members.

If you are not yet an itSMF UK member, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here.



8 December, 2023
1:30 pm - 2:30 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website