Session 204: Service & Support in the era of Digital Transformation

Wednesday, April 11 at 11:30 AM

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What worked in service and support just a few years ago won't necessarily work today—and it certainly won't be effective in the very near future. Businesses are digitally transforming with or without their IT organizations, which drives the need for more modern Agile and DevOps best practices. Telemetry, automation, security, support, and governance are now more and more available within services and applications. This session helps support leaders understand these new patterns and practices, and teaches you the skills your service and support team will need to succeed in our digital era of customer service.

John Clark

Modern Service Management Architect

John Clark is a service management architect with the Microsoft Americas ITSM practice and a subject matter expert in the modern service management worldwide community. In his current role, John is responsible for shaping opportunities with customers seeking to apply or enable ITSM improvements. John has received several honors in recent years, including being selected for the WW ITSM Communities SME Award, Microsoft Sr. Technology Leadership Program (2014), and the Americas Gold Club (2016). He is also a past president of the Ohio Valley itSMF USA LIG and a former LIG of the Year recipient.