2026 Schedule
Session 404: The Amazing Convergence of ITSM and Customer Service
Nate Brown (Sr. Analyst, CX Adoption & Organizational Enablement, Metric Sherpa)
Date: Thursday, May 7
Time: 10:15 am - 11:15 am
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Evolving Service & Support Experience, Leading World Class Service & Support Teams
Session Type: Session
Vault Recording: TBD
Audience Level: Intermediate
The wall between IT and customer service is crumbling. For decades, companies treated these groups as separate worlds: one focused inward on employees and systems, the other outward on customers. Each had its own leaders, tools, budgets, and culture. That divide made sense in the past. It doesn't anymore.
Between agentic AI, the need for combined experience-driven data, and the evolution of the service role to something with a larger scope - there is no stopping this co-mingling. Savvy solution providers are seeing this as a major opportunity to differentiate and gain critical market share. But what does a combined service function look like? How can we begin to prepare ourselves strategically for this evolution? You will learn:
Takeaway
- Why the Customer Service and ITSM convergence is not only evitable, but also helpful
- How your organization can be preparing now from a mentality, tools, and resources standpoint
- Drawing wisdom from examples and case studies of organizations who are on this path towards elevated experiences