Navigating the Value Stream: Applying ITIL4 to Modern Service Management

with Tim McElgunn , Brian Hollandsworth , John Custy
Tuesday, Dec 14, 2021

 

Accelerate the digital enterprise using the principles of ITIL. ITIL best practices help increase the speed and success of your products and services and enable faster time to value.

In this insight-packed webinar, you’ll hear from service management experts with many years of practical experience and learn how to apply the ITIL framework to any technology-enabled service. We’ll discuss how the components and activities in the Service Value System work together to facilitate value creation and how the Four Dimensions model helps ensure a holistic approach to service management.

You’ll leave with a better understanding of the ITIL4 framework and its role in providing effective governance and management of your products and services.

Learn more here!


About Our Speaker(s)

timmce
Principal Analyst
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.
bhollandsworth
Sr. Product Manager
Brian Hollandsworth has over 20 years of experience in technology roles. His career started at AT&T providing dial-up Internet support to over 40 people a day before going on-call to support the DSL network for several years. He doesn’t miss his pager. At HP, he helped clients with their infrastructure and service management processes. He also earned the ITIL v2 Service Manager, ITIL v3 Expert, and HDI Service Manager certifications. This experience and education were useful in guiding a service desk and ITSM system overhaul at Active Network. He has spent the last 10+ years at ServiceNow helping push the service management software industry forward by working with customers, product teams, and industry analysts to follow how people, process, and technology evolve and ensure our product aligns to customer needs. His favorite activity is helping people understand their potential and get the most value from their investments.
John Custy
Managing Consultant
John Custy is a services management authority with extensive experience helping organizations improve their services delivery, become more strategic, and increase value. He is an internationally known speaker and educator who challenges us to think differently. John received his MA from Boston University and his BS from the University of Massachusetts at Lowell. In addition, he has earned his ITIL Manager, ITIL Expert, ISO 20000 Consultant, KCS Consultant, and Kepner-Tregoe (KT) certifications. He is also a member of the HDI Faculty and the HDI International Certification Standards Committee. John Custy is the 2015 recipient of the Ron Muns Lifetime Achievement Award and was also recognized as an IT Industry Legend by Cherwell Software.

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