Service approach and competent service management are needed by both traditional enterprises and the digital transformations foremost people. At the conference, we will discuss the accumulated experience, the practice of applying service management in IT and beyond, changes in ITIL and other sets of knowledge, traditional and new management tools.To submit the application for presentation
The main focus of the conference, however, will be people - the very “SM goers” who implement the service approach, build service management systems, use and develop them, move the theory and practice in this area. This is a huge reservoir of people - service managers, process managers, service desk agents, analysts, external consultants and many others. What should they be? What skills and experience do they need? Will their role in the digital world of robots and artificial intelligence in ITSM systems change? Why do people become an increasingly important element in the traditional triad of Processes-People-Technologies? How to organize their growth? How many need them? How, with all this in mind, should the processes (practices) and automation tools be modified?