Driving Positive Experiences through the use of Guiding Principles

The guiding principles that were introduced in ITIL4 were created in part to help organizations adopt and adapt a service management approach and mindset. There's additional opportunity to review these principles through the lens of improving customer, user, and employee experiences to gain additional insights, foster positive cultural change, and drive organizational results. In this session, Rae Ann Bruno and Jeff Jensen will share their unique perspectives while bringing these emerging capability areas together to assist attendees with taking the next steps in their improvement journeys. Walk away with a better understanding of:

• The relationships between the ITIL guiding principles and customer, user and employee experience
• How the merging of these two capabilities will bring about improvements at strategic, tactical, and operational levels
• How to apply the guiding principles in the context of key experience concepts, including interactions and touchpoints, moments of truth, moments over time, and experience measurements