HDI 2018 Schedule Builder

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Session 107: Service Leadership’s 9 Guiding Principles: Modeling Success

Lou Hunnebeck (Principal Advisor , DXC Fruition)

Stuart Rance (Service and Security Management Consultant, Optimal Service Management Ltd.)

Location: Room 315

Date: Wednesday, April 11

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: The Executive Stakeholder Perspective

Experience Level: All

Vault Recording: TBD

Audience Level: All

The leaders of a service organization set the tone. They can either inspire desirable behaviors in their teams—or reinforce counterproductive habits. Leaders at every level must not only guide and direct, they must model the kind of behavior they want to see in their teams. Whether planning, designing, and deploying a new service or conducting ongoing continual improvement activities, ITIL has defined nine principles that leaders can model to their teams and use to guide service management initiatives. We will explore these principles and share practical examples of how service leaders can leverage them to model their behavior, change behaviors, and drive results.