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Session 208: Driving True Business Value Through Service Management

Wednesday, April 22 at 11:30 AM

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Aligning the work of service management to the business value created by the enterprise has never been more critical than it is in today's digital world. In this session, Valence Howden will identify the critical elements required for a modern service management organization to create the right capabilities to purposefully produce, deliver, and iterate products and services with a true understanding of the importance of generating clear business value.

We will focus on:
• Defining and adapting the framework of value in your enterprise and translate that into the decision making around products and services
• Understanding your value systems and capabilities to ensure you can leverage internally generated practices and address/satisfy external influences on these systems and capabilities.
• Identifying key behaviors that create and sustain superior value delivery in products and services
• Ensuring that value provision can be measured in a way that allow sustain excellence in the provision of business value through service management practices

SupportWorld Live speaker photo for Valence-Howden

Valence Howden

Principal Research Director

Infotech Research Group

Valence is a Principal Research Director in the CIO Practice at Info-Tech Research Group, with extensive experience in helping organizations be successful through optimizing how they govern themselves, how they design and execute strategies, and how they drive service excellence in all work. With 30 years of IT experience in the public and private sector, Valence has developed experience in many Information Management and Technology domains, with a particular focus in the areas of Service Management, Enterprise and IT Governance, Development and Execution of Strategy, Risk Management, Metrics Design and Process Design, and Implementation and Improvement. Prior to joining Info-Tech, he served in technical and client-facing roles at Bell Canada and CGI Group Inc. as well as managing the design, integration, and implementation of services and processes in the Ontario Public Sector. Valence has an Honors Bachelor of Science in Cell and Molecular Biology from the University of Toronto.