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Session 306: Shifting from Task-Oriented to Value-Driven Service Management: A Case Study in Change

Wednesday, August 5 at 3:00 PM

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As the technology landscape evolves, organizations must shift from managing tasks to driving business value. But many IT organizations struggle with this transition. In this session, Dr. Alma Miller will share a case study of a government organization going through the pains of adopting a business-driven value culture and discover how applying the "Organizational PAC" model helped to ultimately drive the change they were looking for.

Attend this session to learn about:
• Techniques for identifying opportunities for improvement and raising awareness
• The main obstacles that hinder organizational change
• Practical takeaways and lessons learned for any organization in the midst of change

SupportWorld Live speaker photo for Alma-Miller

Alma Miller

Owner & Principal Consultant

AC Miller Consulting

Dr. Alma Miller is an enthusiastic entrepreneur, speaker, and educator with over 15 years of experience in the IT industry. She obtained both a Bachelors and Masters in Electrical Engineering, a Masters in Technical Management, and a Doctorate in Engineering from George Washington University. Dr. Miller is a trained organizational psychologists and an authority on leadership development. But in practical terms, she considers herself a relationship counselor between development and operations teams. She started her consulting company, AC Miller Consulting, in 2013 to drive and champion DevOps transformations from an organizational change perspective (the soft skills of DevOps). Since then, AC Miller has provided services to government and commercial clients across multiple industries. Dr. Miller speaks at industry conferences and events, and teaches graduate courses for Johns Hopkins and University of California Irvine. Feel free to connect with her on LinkedIn.