Speaker #1: Co-creation of Value: How to Design IT Processes That People Enjoy
Whether your team is embarking on a major platform transition, building an onboarding request workflow or simply trying to improve break/fix processes, these tactics will help. Developed during a project completed in 2021, this presentation covers the basic process of developing and leveraging a Service Blueprint to visualize, improve and deliver a complete experience. The outcomes teams will realize include understanding solutions before they are built, hearing and understanding each others’ needs as well as using the outputs to select the best tooling and integrations to deliver great services!
Matt Beran has over 20 years of experience in Service Management and Customer Service. He has served in various roles in the Service Desk, as a Consultant and in Experience Design. His clients include global corporations and medium enterprises working in many different industries.
Known for challenging industry norms, practical advice and unique approaches to Service Management, Matt is now serving as an IT Industry Analyst at InvGate; a software company building better IT experiences.
He is also the host of Ticket Volume, a weekly podcast about Information Technology and is a highly regarded speaker at conferences and networking events. His favorite topics introduce new ways of thinking about service experiences and improving team collaboration.
Speaker #2: From Reactive to Proactive: Top Tips to Leveling Up Your IT Maturity
Leveling up your IT maturity is easier than you might think! The first step? Assess where your organization’s IT falls in the scale of reactive, predictive, and proactive. Join EasyVista in a game-changing session to teach you how to analyze your IT maturity and bring your organization to the next level. By taking inventory of items like your ITSM response rate, current tools, end-user satisfaction, and more, we can calculate whether your IT maturity is reactive, proactive, or predictive. We’ll also share tips and tools you can implement right away to level up your IT maturity score.
Presenter: Evan Carlson, Chief Revenue Officer, EasyVista
Evan joined EasyVista in 2010 as the first employee in North American to establish the business here. Evan is currently responsible for global business strategies across our solutions for ITSM, Remote Support, IT Monitoring and Digital Experience Management. He’s also responsible for customer acquisition and expansion, partner enablement, and working closely with the C-suite to ensure customer and business impacting programs are successfully designed and executed. He specializes in innovative strategies that ensure customer success and establish long term customer partnerships. He helped start and serve on the board of the HDI Rhode Island Local Chapter, which is now part of the Northeast Local Chapter, and continues to participate in HDI nationally including the last two years on the HDI Strategic Advisory Board. Evan resides in Morristown NJ with his wife, two kids, and one day hopefully soon, a dog.