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

Cross-Domain Solution Architect (CDSA)
Microsoft

John Clark is a Cross-Domain Solution Architect (CDSA) in Microsoft Enterprise Services as well as the Worldwide Modern Service Management Community Lead and former Subject Matter Expert. John was formerly an ITSM Solution Architect for Microsoft Enterprise Services as well and continues to incorporate modern ITSM in his new role. As a Microsoft CDSA, John is responsible for shaping opportunities with customers leveraging and implementing cross-domain Microsoft solutions that incorporate Azure, Office 365, Dynamics 365 and Microsoft 365. 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.