Phyllis Drucker

The Service Management Office (SMO) provides an operating model to help govern your service management practice and the tools used to support it. For an organization that’s moved service management to the enterprise level, it’s a must, but it can also keep your ITSM practice functioning optimally. But how do you build the right team for your Service Management Office, which will likely be a matrix organization? Study the Queen’s Gambit! In this session, Phyllis Drucker provides tips for using what we know from chess to build a well-balanced SMO by choosing a well-rounded group of players and using them properly.

Providing customer support becomes "old hat" after a while. This innovative look at new support techniques for the hybrid business environment was made to shake up providers and ensure they're thinking about innovations they need for success in today's business world.

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality.” As ESM becomes a strategic reality for more organizations, they look to those who’ve already achieved success for guidance and inspiration. So, what does successful ESM look like? Operations and processes have been tailored to each group All teams are empowered to manage their own apps, without IT Leadership has defined goals and a clear vision for the outcome of ESM The organization has invested in solutions that enable ESM and removed barriers to entry (chargebacks, for example) Change has been carefully managed, at every level of the organization And so much more...