31. Laying the groundwork to take Service Management beyond IT, with Phyllis Drucker

Though spreading the benefits of ITSM to the rest of the company can be tempting, the result might not be as promising as you thought. Phyllis Drucker shares some tips and thoughts to start on the right foot, create a foundation that acknowledges the diversity and complexity of all the areas involved, and set the right expectations.

Phyllis Drucker is an author, keynote speaker, Service Management thought leader, and Enterprise Service Management guru. Her areas of expertise include governance, customer service and support, process design and implementation, project management, and team building.