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Session 407: Ask the Experts: Service Management

Thursday, August 6 at 10:15 AM

View Schedule

Everyone has questions about service management, but they don't always know where to go to get answers. This panel discussion, featuring some of the industry's leading experts on service management, will be an open forum where attendees can get answers to all of their burning metrics questions.

• What is the forecast for service management over the next decade?
• What new frameworks/methodologies are on the horizon?
• How can service management affect the customer experience? Employee experience?
• Why is service management important?

Led by HDI's Roy Atkinson and packed with valuable insights, this panel discussion will undoubtedly demonstrate the important business benefits that strategic service management can bring to any organization.

SupportWorld Live speaker photo for Julie-Mohr

Julie Mohr

Author & International Keynote Speaker

JulieLMohr.com

Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching — her purpose is to change the world through thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. Julie speaks at conferences worldwide on topics of leadership, business, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.


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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


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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. 


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Doug Tedder

Principal Consultant

Tedder Consulting LLC

Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. Doug's passion is helping and inspiring IT organizations not just to be good, but to be great. His attention to detail, industry knowledge, emotional intelligence, and the ability to "see the big picture" and make it actionable has resulted in a track record of success in transforming IT organizations into valued business leaders. Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management. Doug was recognized as an "IT Industry Legend" by Cherwell Software in 2016, and named to HDI's "Top 25 Thought Leaders in Technical and Service Management" for 2018. Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).


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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.