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Session 206: ITIL 4: What's It All About?

John Custy (Managing Consultant, JPC GROUP)

Donna Knapp (Curriculum Development Manager, ITSM Academy)

Location: Panzacola F1/2

Date: Wednesday, April 10

Time: 11:30am - 12:30pm

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

Track: Service Management, Customer Experience

Format: Session

Vault Recording: TBD

Audience Level: All

Join John Custy and Donna Knapp for a highly interactive introduction to ITIL 4. Learn how the 4 Dimensions of Service Management, the service value system, and the service value chain can improve the value and the management of your IT services. Learn how ITIL 4's Guiding Principles can assist you on your continual improvement journey and why the focus of ITIL 4 has matured to emphasize practices, not just processes. We’ll also explore the change in the service desk role, from a function in ITIL 3 to a service management practice in in ITIL 4. If your organization is leveraging Agile, Lean, or DevOps practices, you will appreciate how ITIL 4 has progressed to better integrate with these practices.