Service Management Strategies in the New Virtual World
Professional Development and Educational Workshop Days

November 30 - December 1, 2020
Virtual Online Event

This event occurs in the Eastern Time (ET) Zone for US and Canada.

Keynote descriptionS


Keeping Pace: Rapid Transformations in a Digital World

Day 1 Keynote:  November 30, 2020

Keynote Speaker: Alex Benay

Keynote Description:  What happens when every sector in the world is dealing with the fastest pace of change in history?  That’s the question gripping senior leaders globally.  Join Alex Benay as he outlines some of the shifts we’ve already seen in the current data economy and what to expect in the future.



Ambidextrous Service Design: How to see what else is possible

Day 2 Keynote:  December 1, 2020

Keynote Speaker: Dr. Michael Rosemann

Keynote Description: The dominating focus of our service management and governance practice is focused on protecting the core and addressing identified risks and problems. This materializes in our attention to pain points, operational efficiency and the narrative of a sense of urgency. However, organisations do not capitalize on today’s opportunity-rich environment, if they just exploit their current operating model. An explorative view and a sense of ambition needs to complement strategies and actions to ensure a revenue-resilient organisation. This 60 minute keynote will introduce the notion of ambidextrous service design and a number of operational techniques helping service designers in identifying ‘what else is possible’. These design patterns trigger pathways to new customer experiences and business opportunities, in particular in those cases where customer insights are no longer sufficient. Various case studies will exemplify how these techniques have been used in practice and unlocked new revenue potential.

Key messages:

  • Ambidextrous innovation: Exploitation and exploration

  • The shortfalls of operational efficiency and fixing pain points

  • Why you cannot rely on customer insights

  • Process Design Patterns:  How to see what else is possible

Feedback from UK-IRM Keynote, London 26 October 2019

  • Eye opening, absolutely brilliant. Less of a cynic than when I came in. Wished I had Michael as a teacher when I studied industrial engineering.
  • Inspiring talk, thinking about the approach is such a fresh way.  I want to find out more about how to make the shift.
  • I wish there was an option for 6 stars for Michael and his presentation.
  • Wow!  inspiring and highly relevant.  I will be re-writing my job description before I get back to the office.
  • Very interesting perspective to focusing on opportunity and also very concrete example how to do it.
  • Fantastic speaker. Loved the real life many examples that were given.


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