Support World Live is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Save up to $400 with early bird savings when you register by Feb. 28!

Session 307: What's Next for ITSM: 2020 and Beyond

Wednesday, April 22 at 3:00 PM

View Schedule

Is your service management organization evolving? If it hasn't yet, it will—and will need to. This session will outline the changing face of ITSM and what changes can be expected in 2020 %MCEPASTEBIN%

SupportWorld Live speaker photo for Jayne-Gerlach

Jayne Gerlach

Group Manager Restaurant Technology Support

The Wendys Company

An accomplished manager and leader with equal passions for customer delight, employee satisfaction and process efficiencies, I've worked in the support industry at multiple software and quick-service restaurant companies and have a combined 25 years of experience in support centers. On the process efficiencies side, I have been instrumental in implementing ITSM tools at multiple companies, most recently Cherwell at Wendy's. I was the Group Manager, Restaurant Technology Support at Wendy's and responsible for developing processes, tools, relationships and teams to provide 7x24 world-class technical support. I've led the team's growth from 17 to 135 people supporting 3032 corporate and franchise restaurants. Before joining Wendy's, I worked at GXS (now OpenText) managing the support team (54 employees) delivering support to our global customers and Sterling Commerce (now IBM) leading a variety of global teams supporting 15,000 individuals and businesses.


SupportWorld Live speaker photo for Kari-Nelson

Kari Nelson

Director of Product Marketing

Cherwell Software

Kari Nelson’s background and expertise has focused on numerous digital transformation technologies including servers, storage, networking, services, software, virtualization, and ITaaS. Prior to joining Cherwell Software, Kari spent over 15 years with Hewlett Packard Enterprise.