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Session 105: ITIL 4: What's All the Fuss?

Wednesday, August 5 at 10:15 AM

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Join John Custy and a panel of service management experts for an interactive introduction to ITIL 4. Learn about the difference between the service value system and the service value chain, and how they can improve the value and the management of your IT services. Learn how ITIL 4's Guiding Principles can assist you on your continual improvement journey and why the focus of ITIL 4 has matured to emphasize practices, not just processes. We'll also explore the change in the service desk role, from a function in ITIL 3 to a service management practice in in ITIL 4. If your organization is leveraging Agile, Lean, or DevOps practices, you will appreciate how ITIL 4 has progressed to better integrate with these practices.

SupportWorld Live speaker photo for John-Custy

John Custy

Managing Consultant

JPC Group

John Custy is a services management authority with extensive experience helping organizations improve their services delivery, become more strategic, and increase value. He is an internationally known speaker and educator who challenges us to think differently. John received his MA from Boston University and his BS from the University of Massachusetts at Lowell. In addition, he has earned his ITIL Manager, ITIL Expert, ISO 20000 Consultant, KCS Consultant, and Kepner-Tregoe (KT) certifications. He's also a member of the HDI Faculty and the HDI International Certification Standards Committee. John Custy is the 2015 recipient of the Ron Muns Lifetime Achievement Award and was also recognized as an IT Industry Legend by Cherwell Software. 


SupportWorld Live speaker photo for Roy-Atkinson

Roy Atkinson

Group Principal Analyst

HDI

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master's certificate in advanced management strategy from Tulane University's Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson

Sponsors

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