Presentation for our ground-breaking 24 hour global virtual conference, "Tomorrow's IT Service Future Today" otherwise known as #TFT12. See the full set of resulting videos in our #TFT12 album.
We're already planning #TFT13 - submit to speak at list.ly/2OV
We live in a service society where our experiences using services, and our interactions with service providers, shapes our view of value, defines our level of satisfaction, and acts as the basis for loyalty and advocacy. IT is at core of this society both as an enabler, and as a vital delivery and support mechanism. But increasing commoditization, self-serivce, and economic pressure requires IT leaders to increase their customer focus, accelerate innovation cycles and operational efficiency, and provide a superior service experience. In this session we will explore:
• Why traditional IT service management frameworks, such as ITIL® and COBIT®, fail the customer and their management sponsors;
• The elements of a 'next generation service management' strategy that is customer centric as used by today's more successful service businesses and progressive IT organizations;
• Where to start the journey to transform into an 'outside-in' IT organization that strives for continuous operational and service excellence
See Ian's TFT speaker Pinterest board: pinterest.com/servicedesk/ian-clayton/
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