The events of the last year have highlighted the need to rethink the way we provide value to our customers – through automation, self-service, and more agile processes and collaboration across the enterprise. How can we put the right service management practices, tooling strategy and governance in place to achieve the user experience that we need?
This online Service Management Forum examines the key elements of service transformation that are reshaping the way we support the business. Join industry visionaries Barclay Rae, Ian Aitchison, Patrick Bolger and Akshay Anand for a new take on the next steps in ESM. The event will include breakout sessions for attendees to share their own experiences in this area.
Co-creating Value and improving Customer Experience: new Governance Challenges for ESM
Barclay Rae, Independent Consultant and ITIL4 Author
We are now in the era of collaboration across organisations – internal/external, Dev and Ops, Business and IT – all working together to ‘co-create’ value. There is a real convergence in the air, with frameworks, standards and models also coming together to focus on some key issues – people, value, automation, collaboration, agility. Whilst this is a positive development, there is also room for misunderstanding and misappropriation of concepts – whether deliberate or not. These themes – which are discussed by all speakers across the event – are laid out and explored as an introduction to the day by Barclay Rae, with some focus on the challenges around corporate governance (what is it really?) and the definition of value, as well as some mapping of the areas of work that are often vaguely defined in the ESM and Digital Transformation hype cycles.
