2021 CG Virtual ITSM Community Day

Program Recordings

Keynote: Customer Experience and Service Empathy

• Keynote

Track 1: IT Strategy, Leadership, and Communications

• Session One - Digital and IT Strategy

• Session Two - Proactive Service Management

• Session Three - Planning and Communicating IT changes and outages

• Session Four - Introduction to Agile

• Session Five - Transform IT Support Using ITIL 4 as Your Guide

• Chat (coming soon)

Track 2: Implementing ITSM

• Session One - Enterprise Service Management

• Session Two - Cloud Strategies

• Session Three - ITSM Story Time: Stories and Metaphors to Drive Adoption

• Session Four - Knowledge Management: A Programmatic Approach

• Session Five - Reducing Incidents through the IT Service Portal

• Chat (coming soon)

Track 3: Advancing ITSM

• Session One recording is not available due to privacy concerns

• Session Two - Lessons from Two Decades of Tool Implementations

• Session Three - Can I put you on Hold Please? Chatbots and how they can help

• Session Four - Impact of Cloud Adoption on ITSM

• Session Five - Billing Success without the Spreadsheets: Rise of Automation

• Session Six - IT Service Costing

• Chat (coming soon)