Brief Overview of the Workshop
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
Workshop Recording
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