Beyond ITSM: Leveraging Service Management to Deliver Value Across Your Entire Organization

with Roy Atkinson , Valence Howden , Ken Gonzalez
Tuesday, Dec 13, 2022


As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to recognize that service management is not a set of digital capabilities or a box of tools. It is a process of identifying and nurturing a chain of value-adding activities within and between different departments and functions to achieve well-defined business outcomes.

Join HDI and a panel of industry experts to explore how organizations apply service management to unlock value, improve employee experience and engagement, increase communication and collaboration, and break down silos to deliver world-class products and exceptional customer service.

View the Webcast Recording

Beyond ITSM: Leveraging Service Management to Deliver Value Across Your Entire Organization

About Our Speaker(s)

Roy Atkinson
Group Principal Analyst
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson
Principal Director
Senior Director, Product Marketing
Ken Gonzalez, often known by his nickname “kengon,” is a seasoned technology professional and internationally recognized expert in IT service management. Having spent just over six years at Gartner, he has worked as an analyst and advisor, helping business executives, technology leaders, and their direct reports develop innovative resolutions to their most pressing issues/concerns. He brings a wide range of interests and life experiences to his work, taking a multidisciplinary, people-centric, value-based, results-focused approach.

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