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

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

Wednesday, April 22 at 3:00 PM

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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

Groupo 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. On the process efficiencies side, I have been instrumental in implementing ITSM tools at multiple companies, most recently Cherwell at Wendy's. I am 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 111 people supporting 2881 corporate and franchise restaurants. Before joining Wendy's, I worked at GXS managing the support team delivering support to our global customers. Prior to this, I was at Sterling Commerce, and held positions leading a variety of global support teams.