Webinar: Why and How to Use Visual Models to Collaboratively Scope Service Change - ITSMF

Speaker: Louise A. Harris, CMC

Digitization is driving increasing service renovations along with rapid implementation of new services -> Service change is becoming more innovative and collaborative.

Client expectations and cost pressures are driving growing service integration -> Service change is becoming more complex. 

New tools and methods are being developed to enable innovative, collaborative, and integrated service design. But, regardless of whether you are using these new tools (e.g. customer experience maps, service blueprints, design sprints) or more traditional tools and methods, there is one increasingly critical success factor. Everyone is on the same page as to the benefits and scope of the service change. In other words, everyone is planning and designing against a common reference point of WHY and WHAT.

In this webinar we will discussbtn_register.jpg

  • Why a common reference point for service change design and planning is so critical.
  • What are the greatest challenges in achieving a common reference point.
  • How using appropriate visual models can address these challenges and enable you to effectively define a common reference point with agility and speed.

The discussion will be illustrated with visual models used in real life service enhancements and renovations. In the spirit of collaborative learning, there will be opportunity for interaction and questions throughout the session.

About the speaker

Louise A. Harris, CMC

Equipping and helping people design and implement valuable and effective change in their organization is Louise's passion and expertise. For over 25 years she has led and advised the development and implementation of information technology and organization change initiatives with a strong orientation towards collaborative design. She has worked in various industry sectors including healthcare, finance, education, and public sector. Louise is a regular speaker and workshop leader at enterprise design conferences in North America and Europe. She is currently working on a PhD in Organization Change with a research focus on developing and using a set of intuitive visual models to enable more effective stakeholder engagement and agile change design that leads to successful change outcomes.


Session Atlantic Time
Registration, Lunch & Networking 11:30am-12:00pm
Why and How to Use Visual Models to Collaboratively Scopr Service Change
   Speaker: Louise A. Harris, CMC
Closure and evaluation 1:15pm-1:30pm



This webinar can be viewed either at KPMG (a light lunch will be provided as part of the event) or off-site where a link will be emailed to the attendee beforehand.

Early bird (before February 16th)

  itSMF Member Off-site itSMF Member Non-itSMF Member Off-site Non-itSMF Member
Lunch and presentation Free Free $20 $10

Regular (February 16th and later)

  itSMF Member Off-site itSMF Member Non-itSMF Member Off-site Non-itSMF Member
Lunch and presentation $20 $10 $40 $30

Thank you to our branch Sponsors


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About itSMF Atlantic


itSMF Atlantic is the itSMF Canada Atlantic provinces chapter supporting Newfoundland and Labrador, Prince Edward Island, Nova Scotia, and New Brunswick.