ITIL 4 Drive Stakeholder Value – When service marketing finally met ITIL – 24/05 @ 17:30

In the early 1980s service marketing emerged as a separate field of study side by side with the development of ITIL. But for some reason the two never met. While service marketing focused on the consumer’s role in the service consumption processes and especially the encounter between the consumer and the service, ITIL was focusing on service provision and the service provider’s processes and practices. However, it is never too late to catch up. With the ITIL 4 Drive Stakeholder Value publication the two finally met and sweet music filled the heart. The publication combines the best of both worlds and provides practical guidance on how to co-create value through close engagement. Explore the customer journey step by step and get practical advise on how to:

–          Understand value propositions

–          Foster relationships and engage with stakeholders

–          Shape demand and design service offerings

–          Align and agree on expectations

–          Onboard customers and users

–          Co-create service experiences, and

–          Realize value

Also, engage in the discussion about to which degree these insights are relevant to internal IT organizations and how they relate to a decade where product orientation is king.

Biography: (pic attached) Christian F. Nissen has 35 years of experience in the IT domain, especially with IT service management, IT governance and Information Security. He is recognized as an international thought leader, author and lecturer, but also as an experienced and down-to-earth practitioner striving to make things happen in real life. He has a long proven track record from consulting of more than 150 of the largest private and public organizations in Denmark. He has contributed to the development of both ITIL® and COBIT® best practice, and most recent he is the lead author of the “ITIL® 4 Drive Stakeholder Value” publication.