Session 808: Bridging the Generation Gap of Business Expectations for IT

Friday, April 13 at 10:15 AM

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IT has gone through a massive transformation over the last decade. With organizations going beyond reducing the cost of operation to leveraging IT as a market differentiator, business demand has increased. The cultural impact of a highly technical and increasingly demanding generation in the workforce is also adding to rising expectations. What will this mean for support and for IT operations, and how can IT leaders prepare their teams? This session will show you all the trends that are leading to change, and help you understand where to focus as you look toward the future.

Matt Hooper

ITSM Evangelist

From help desk to CIO, Matt Hooper has more than 20 years of experience helping organizations transform IT cultures from service-centric to customer-centric. An international speaker and educator on agile business management, leadership, technology, and customer service, Matt shares his vision for growing and sustaining business outcomes through ITSM, DevOps, and PPM agility. Matt is also a podcaster, avid blogger, and social media personality.

Kristin Bathe

Director of IT
Diversified Communications Media Corp

Kristin Bathe is the director of IT at Diversified Communications Media Corp. In this role, she is responsible for leading a team of IT and data professionals, supervising the acquisition and implementation of technological equipment, software, and vendor relationships, leading campaigns to increase the profitability of the organization, and ensuring the company maintains the tools that drive the business, maintains security integrity, and is compliant with current regulations.