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St Louis LIG | Future of ITSM
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More and more today's organizations are focusing on the customer experience. With all the easy to use applications we have in our personal life, organizations must have a modern ITSM experience – this is now the expectation of our customers. Along with a modern UI, we need to always be doing continual service improvement, ensuring we have streamlined processes to meet the obligations to the business and our customers.

7/20/2017
When: 7/20/2017
11:30a - 12:45pm
Where: EMC Corporation
600 Emerson Rd., Suite 400,
St. Louis, Missouri  63141
United States
Presenter: Brad Anderson, Advisory Solution Consultant
Contact: Kirk Garten


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11:30 -- 11:45 AM -- Registration / Networking

11:45 -- 12:30 PM -- Presentation

12:30 -- 12: 45PM -- Networking

 

Topic Overview:

 

More and more today's organizations are focusing on the customer experience. With all the easy to use applications we have in our personal life, organizations must have a modern ITSM experience – this is now the expectation of our customers. Along with a modern UI, we need to always be doing continual service improvement, ensuring we have streamlined processes to meet the obligations to the business and our customers.  A major area of this is automation, being able to automate manual actions to gain efficiencies within our processes.  Today we will take a look at some of the trends in the market, some common challenges that IT teams face and where we see automation taking us in the future as we move from reactive to proactive with advanced analytics and machine learning.

 

Speaker Bio: Brad Anderson, Advisory Solution Consultant 
 
Brad Anderson is an Advisory Solution Consultant for ServiceNow.  In this role, Brad helps organizations extend the value of service management across the enterprise by supporting their effort to standardize and modernize the environment.  Brad brings 18 years of experience in the ITSM space to organizations of all sizes helping them to gain efficiencies and meet business objectives.
 
Before joining ServiceNow in 2012, Brad spent 12 years at Enterprise Rent-A-Car, with a focus on ITSM. As a System Engineer, he helped configure the ITSM application for a 1000+ person IT staff utilizing the ITIL methodology.  Focusing more on the process, he worked with a number of support teams helping to develop and roll out global processes across the IT organization and worked on multiple governance teams.  Brad’s last role at EHI was as a Service Manager, helping to stand up a new Service Management organization, which focused on the delivering and enhancing the ITIL processes being utilized.  

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