The Need for Multimodal Service Management

Presented by

Claudine Koers, Principal Consultant, Quint Wellington Redwood

About this talk

In this digital age, more and more work is being performed in Agile and DevOps contexts. Not only by IT teams but also in closer collaboration with the business departments. This agility serves customers, chain partners and own employees. While the processes, policies and rules in an agile organisation should be set up in order to facilitate agility, at the same time there is a must for organisations to remain compliant with the (stricter) laws and regulations. We see agile organisations delegating as much responsibility as possible to the operational levels of the organisation to achieve ownership and quick decision-making. GRC, ITSM and agility must be adopted and implemented throughout the organisation and be part of the 'corporate DNA'. The adaptability of the value chain enables organisations to react to changing demands from their stakeholders in the most effective and efficient ways. During this session participants will learn about the various experiences that ITIL 4 provides. About the Speaker: Claudine is an IT management expert with experience in service management, security, risk, Lean, Agile and DevOps, in particular combining working methods that drives IT organisations to excel. She writes articles, develops trainings, gives lectures and realises projects on these topics. In addition, she is closely involved in the development of the new version of ITIL 4. “Motivation and enthusiasm in employees encourages me to work every day on better cooperation mechanisms leading to even better organisational performance. Experience in DevOps and ITSM transformations with a healthy dose of curiosity, empathic capability makes it possible to make connections within the organisation to realise this"
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