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The Roaring '20s: What's Ahead for Service and Support?

Roy Atkinson (Group Principal Analyst, HDI)

Cindy Leavitt (CIO and VP, Information Technology, Temple University)

Greg Sanker (State of Oregon )

Patricia Blackstaffe (CEO , Strategic Sense Inc.)

Date: Wednesday, April 22

Time: 4:15pm - 5:30pm

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

Track: Keynote

Vault Recording: TBD


The 2010s were a decade of rapid evolution in IT, technical support, and service management: mobile devices secured their place in the employee and customer ecosystem; new technologies have enabled more effective, efficient remote support; improved knowledge management practices and principles have enabled shift-left strategies, empowering customers and improving employee satisfaction; countless frameworks and methodologies have emerged and evolved in complementary ways, allowing organizations to customize their approaches for best fit; service management practices and principles, borne of IT, have been extended out to the wider enterprise, improving efficiency and increasing the value of support. Many long-predicted and -awaited changes took effect in 2019 alone (ITIL 4, for one).

It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for technical support and service management? Join us on Wednesday afternoon when our esteemed panel of tech leaders will lay out a roadmap for the near and far future:

• Gary Nugent, CEO, Informa Tech
• Greg Sanker, CIO, Department of Administrative Services, State of Oregon
• Cindy Leavitt, CIO, Temple University