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.
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.
This event will be online delivery via Teams.
This event is FREE for all itSMF UK members.
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