Service Management For The ‘New Normal’

Presented by

David Bullivant Business Consultancy Manager, Sunrise Software

About this talk

Covid has proven a tipping point for IT and enterprise services adoption. In the new normal, customers’ and employees’ expectations of every service department – IT, HR, Facilities, Finance – are higher than ever. Self-service, collaboration, and seamless integrations are all part of daily life now under a relentless enterprise-wide digital transformation. David Bullivant from Sunrise shares the why, what and how of Service Management for the wider organisation with findings from the recent SDI survey on Support in the Covid era.

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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit