What's New

We all know it's essential to keep up with the day-to-day management of service management and technical support industry. Staying informed about what lies over the horizon that might seriously impact your company’s performance is also critical. Stay ahead of the curve, and prepare to manage people, processes, and technologies in new and innovative ways.

Here's what to expect at Service Management World:

New XM training course:

Experience management (XM) is a key trending practice that focuses our attention on measuring the experience itself, complimenting and augmenting traditional SLAs. In partnership with Experience Collab, SMW is proud to offer a certification-based Experience Foundation course at Service Management World for the first time. Learn best practices for embracing experience management, articulating the value of an experience-based culture, and building an employee-focused, experience-forward organization. Walk away with a full understanding of the Experience Optimization Framework and the know-how to compose, propose, and scope an experience management project or program. Join us and start your journey toward becoming an ambassador for experience management.

New keynote speaker lineup:
SMW’s keynote speakers are 100% relevant to the critical work service management professionals do every day.

New topics covered in the conference lineup:
Our 2024 conference lineup covers the most critical topics driving ITSM innovation forward:

• Leveraging AI and automation, including generative AI and AIOps, to improve service management strategies and practices
• Embracing digital transformation and making it work for your service organization
• Charting the new frontiers of experience management: XLAs, SLAs, and more
• Moving beyond service management with enterprise service management, agile, and digital value streams
• Building a case for change at the service desk and organizational levels
• Implementing knowledge management – even if it’s not the first time
• Improving service delivery and positioning via service portals and catalogs
• Leading and strengthening your service management teams following the principles of organizational change management, cultural transformation, and the guiding principles of ITIL
• Improving incident and critical situation management

New technologies and solutions:
You won’t want to miss the opportunity to meet with and learn from the solution providers driving service management innovation in the Expo Hall.

New ways to network and make connections:
From industry roundtables to interactive receptions to the always-memorable HDI conference party, Service Management World facilitates making the connections critical to your career and job success.