Support World Live is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Session 306: Shifting from Task-Oriented to Value-Driven Service Management: A Case Study in Change

Alma Miller  (Owner & Principal Consultant, AC Miller Consulting)

Location: TBD

Date: Wednesday, August 5

Time: 3:00pm - 4:00pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Modernizing Service Management

Vault Recording: TBD

As the technology landscape evolves, organizations must shift from managing tasks to driving business value. But many IT organizations struggle with this transition. In this session, Dr. Alma Miller will share a case study of a government organization going through the pains of adopting a business-driven value culture and discover how applying the "Organizational PAC" model helped to ultimately drive the change they were looking for.

Attend this session to learn about:
• Techniques for identifying opportunities for improvement and raising awareness
• The main obstacles that hinder organizational change
• Practical takeaways and lessons learned for any organization in the midst of change