Elevating The IT Service Experience

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Presented by

Mark Smalley, The IT Paradigmologist, Smalley.IT

About this talk

Mark Smalley, The IT Paradigmologist, is lead editor and author of the ITIL 4 publications 'High-Velocity IT' and 'Elevating the IT Service Experience'. In this video, Mark shares some perspectives, research and tips with David Wright, Chief Value Innovation Officer at SDI, which will help IT service managers and practitioners improve how customers and users perceive their IT services.

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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 www.servicedeskinsitute.com