Innovating ITSM: A Mad Scientist’s Perspective on Continual Process Improvement

Wednesday, October 28 | 1:25p.m. - 1:45p.m. ET
Session Type: Industry Led
Delivery Format: Simulive

ITSM got you down? Getting tired of the same old day-to-day “tickets in, tickets out” lifestyle? What if there were a way to keep up with the daily ticket grind but also push boundaries and reinvigorate your passion for ITSM? This rapid-fire session will showcase dozens and ideas that push ITSM to the next level through the use of design and technology, including AI, machine learning, IoT, and more.


Learn how you can use innovation and design thinking techniques to push the boundaries of your ITSM systems and processes * Find out how to drive continual service improvement through the use of out-there and outside-the-box ideas * Hear about a framework for innovation, as well as ideas and information for carrying out dozens of innovative ideas in your own environment


  • Chris Chagnon

    ITSM Architect, Worcester Polytechnic Institute
  • Loren de la Cruz

    Senior Product Marketing Manager, Cherwell Software