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Support in a Digital World



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Support in a Digital World , Support in a Digital World

Date: 18 Jul 2017, 1:00 pm - 3:00 pm
Venue: Novotel Canberra, 65 Northbourne Ave, Canberra
Availability: Public

Support in a Digital World Workshop


What will the world of support look like by 2020 and how should you prepare?  

With digital disruption going on all around, emerging technologies like bots and IoT and the high rates of adoption of XaaS we can guarantee that our old support models will not suffice.

This workshop will give an overview of the challenges and new approaches we need to remain relevant in the digital future.

This thought-provoking workshop will cover:

  • Impact of cloud and digital on the capabilities needed for IT
  • Limitations of existing support models and frameworks
  • Using Value Stream maps to understand customer experience and service levels
  • Supporting Digital business products and services:
    • Customer intimacy using the personas concept
    • Potential impact of IoT on support volumes
    • The role of Bots in the support model
    • How we can use machine learning to sense and respond to service problems
  • Harnessing emerging frameworks including Scaled Agile, DevOps and IT4IT
  • How our ITSM skills can be leveraged more broadly in business


David Favelle - ValueFlow 

As an avid technology and management advocate, Dave thrives on his role as an IT Management advisor.  As a founder of two leading IT management consulting businesses, David has enjoyed breaking new ground in how IT can best serve the business.  

As an advisor, David has worked with many of Australia’s Tier 1 companies and Government agencies.  In recent times he has been working on IT Operating Model Design, Service Management Office and SIAM,  and most recently DevOps has become his passion as the driver of IT value for the Enterprise.

Workshop Details:

Registration:  from 12:30pm (light refreshments will be available from this time)
Workshop:  1pm - 3pm
Networking: 3pm - 5pm (join your industry peers to discuss topics of interest over canapes and drinks)
Venue: Novotel Canberra, 65 Northbourne Ave,  Canberra ACT    02 6245 5000

For more information, please contact HDAA on T: 1300 130 447.


Non Member: $440.00 (inc GST)