ITSM 2020: Top 5 Predictions to Guide Your Service Desk Strategy

Presented by

Stephen Mann of, Matt Klassen, Cherwell Software, VP, Product Marketing

About this talk

2020 is just around the corner, and it’s time to begin defining your ITSM goals, strategy, and related investments—with a focus on delivering business value. Join Kari Nelson of Cherwell Software and Stephen Mann of for an in-depth discussion of the five most significant business and industry trends that will shape the service desk in 2020 and beyond. This webinar will explore: •Key shifts in both business and IT that will revolutionize the role of the service desk •Common barriers to embracing emerging trends and the opportunities they present •The imperative of shifting from an operational mindset to a business value mindset •How to build a practical roadmap that ensures not only the success but the very survival, of the IT service desk

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Cherwell delivers IT service management, workforce and business enablement solutions that allow IT to become a true partner to the business. Built on a modern, metadata architecture, the Cherwell platform enables IT teams to rapidly build, configure or merge new ITSM or business functionality—without touching a single line of code or living in fear of the next upgrade. Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction rating. Learn more at