2023 Conference Programme

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Drawing insights from modern consumer tech to map the future of ITSM

11 Oct 2023
Digital Innovations Theatre

Modern consumer tech giants like Netflix have mastered the art of excellent user experience through the application of advanced AI and ML algorithms. Faced with global economic headwinds and experience mandates, ITSM as a practice needs to overcome its new-age challenges by adapting principles from consumer tech playbooks and applying them to traditional ITSM practices. In this session, we will explore some of the principles and technologies that drove innovations in consumer technology and learn how to adapt them to traditional ITSM practices.

Key takeaways:

  • Identifying the building blocks for the future of perceptive ITSM: A case study of consumer tech playbooks 
  • Understanding how and where these principles fit into ITSM workflows for autonomous service delivery and peer-to-peer knowledge management
  • A seven-step framework for IT leaders to prepare their roadmaps to perceptive ITSM


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