Скачать или смотреть Automation in Global IT Service Management: Lessons Learned by Kurt Bergmans | Track 1

One of the primary use cases is to use automation in IT Shared Services Centres (IT SSC), since most SSCs perform repetitive tasks on a daily basis. Every month, the ITSM function processes tens of thousands of incidents and request, thousands of changes. All this work needs to be executed within tight SLAs to keep the business up-and-running.

In this session, Kurt Bergmans, VP of Service Management at the Adecco Group, will share his experience on using automation technologies, and automated processes to accomplish this task. Kurt is responsible for all global Service Management processes, and manages a global team from Kuala Lumpur, which needs to deliver high-quality services around the clock in multiple languages.

Kurt will share crucial lessons from 25 years of experience in multinationals. He will address the benefits and pitfalls of using automated solutions, and will share critical leadership lessons. Don’t miss this opportunity to learn from one of Asia’s most seasoned ITSM leaders.

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