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Session 510: Collaborating for Success: The Future of Service and Support Culture

Thursday, April 11 at 11:30 AM

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Today's focus on doing more with less drives support organizations' need to provide IT transformation in a way that facilitates service management in a better, faster, and cheaper way. The good news is, everything we need is already in place. The frameworks, practices, and models that make up Integrated Service Management (ITIL, Lean, Agile, DevOps, and Organizational Change Management) build on and are complimentary to each other, providing a collaborative approach to service and support, both now and in the future. In this session, attendees will learn how applying an Integrated Service Management approach, built on empowerment and collaboration, results in more accurate, faster delivery, reduced service costs, enhanced customer experience (CX) and perceived value, and higher employee engagement and user satisfaction.

Bob Roark

VP, Service Management

NuAxis Innovations

Bob Roark is the VP of service management for NuAxis Innovations, where he helps transform and optimize the customer experience for both the NuAxis team and their client organizations. With a broad range of technical and business experience across multiple industries, his positive approach to empowering, coaching, and developing colleagues drives business value for all stakeholders by fostering a culture of collaboration and customer-centricity. Bob received his MBA from Western Governors University and holds several industry-leading certifications, including ITILv3 Expert, PMP, HDI Support Center Director, Microsoft Certified Systems Engineer, and ISACA Certified Information Systems Auditor. He was also a recipient of a CX Impact Award for Outstanding Professionals from the Customer Experience Professionals Association (CXPA).