Fueling Innovation: Augmenting A New Era of IT Service Management

with Chris Chagnon , Kevin Smith , Andrew Gilliam
Tuesday, Oct 20, 2020


Our customers changed where and how they work. Their needs and expectations have transformed along with their environment, and our service strategy must keep pace as the modern workplace evolves. Say goodbye to your music on hold, business hours, and carefully limited scope of support. Customers are demanding instant answers, accessible self-service, expert support, and help with BYO-everything! Tightening budgets, strained resources, and socially distanced service aren't doing us any favors.

This webinar examines what's new and what's next for IT service and support, and you'll learn how to:

  • Prepare for the expanding scope and evolving landscape of enterprise service management
  • Meet customers on the contact channels of their choice and accommodate constantly changing preferences
  • Design fulfilling service catalog experiences that eliminate uncertainty and follow-up contacts
  • Manage your internal customers' complete employee journey

View the Webcast Recording

Fueling Innovation: Augmenting A New Era of IT Service Management

About Our Speaker(s)

ITSM Architect
Chris Chagnon is an ITSM application and web developer who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris has a Master of Science in Information Technology, and a bachelor’s degree in Visual Communications. In addition, Chris is a PhD Candidate studying Information Systems with a focus on user and service experience. As one of HDI’s Top 25 Thought Leaders, Chris speaks nationally about the future of ITSM, practical applications of artificial intelligence and machine learning, gamification, continual service improvement, and customer service/experience. Follow Chris on Twitter @Chagn0n.
Kevin J Smith
President, IT Transformation Institute
With degrees in Engineering and Computer Science, Kevin spent the first 10 years of his career at the NASA Johnson Space Center in Houston, working in Mission Operations for the Space Shuttle Program. Following over 15 years with Ivanti and HEAT Software assisting global IT organizations, Kevin founded the IT Transformation Institute to advance the World-Class ITSM best practices framework and the IT Transformation RoadMap to guide IT organizations and businesses through the critical next decade. Kevin is the author of The Practical Guide to World-Class IT Service Management (March 2017), The IT Imperative (April 2018), and One IT, One Business (April 2019).
HDI Associate Analyst
Andrew Gilliam is a passionate customer experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow @ndytg on Twitter, connect with him on LinkedIn, and discover more at andytg.com.

Sponsored by