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WORLD TOUR 2020 SESSIONS

IT Service Management: A new path to value creation

Emerging business models are significantly increasing the number of transactions that occur in todayโ€™s business environment. Simultaneously, the rise of IoT and the growing number of personal devices are also increasing the total number of โ€œthingsโ€ being used in any given company. As a result, we are seeing IT and customer service management processes being put under tremendous pressure, causing service quality and speed to suffer. What may have worked when a company had a few hundred tickets each day needs to be reimagined now that the company has thousands of tickets to handle each day. In this panel, you will hear from PayPal, Dell, and IT expert and thought leader Eric Kavanagh as they share their IT Service Management journey, tips and tricks, and how leading technology organizations are increasing customer satisfaction and saving significant time and money by removing friction points across common bottlenecks.

  • Naveed Khawar ,Manager Service Analytics & Optimization - PayPal

  • John Sheridan,Director, IT Service Operations - Dell

  • Eric Kavanagh,CEO - The Bloor Group

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