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Session 707: Service Management Disrupted!: From ITSM to ESM

Doug Rabold (Principal Consultant, Bold Ray Consulting)

Location: Panzacola F1/2

Date: Friday, April 12

Time: 9:00am - 10:00am

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

Track: Service Management

Format: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

We are in an age of disruption. Of the two largest retailers in the world, one carries no stock and the other has no brick-and-mortar storefronts. The largest transportation-for-hire company owns no fleet; the largest accommodations provider owns no properties. Closer to home, not even ITIL—the framework that has guided ITSM for three decades—has been immune.

The last few years have seen the rise of new frameworks and methodologies—DevOps, BRM, VeriSM, and others—that are poised to disrupt our industry. During this session you will hear how CPS has been disrupted by a change agent who advocated for expanding service management beyond the realm of IT and adopting a more holistic approach to organizational change management.