Services at the push of a button at any time on any device, simple handling of technology and easy 24x7 service - nowadays, employees, users and customers expect a full digital service experience.
IT operations are therefore undergoing a change from classic service management to holistic experience service management focusing on the user.
Concepts such as omnichannel models, self-service platforms or chatbots will be game changers alongside automation.
But what is needed for experience service management? How do I create positive experiences for employees and customers? How does an optimal maturity model look like?
Markus Bause, Managing Director of the Consultancy SERVIEW and Fabian Henzler, Vice President Products of Matrix42 will present ways and strategies for a holistic approach to Experience Service Management. Topics:
- Transparency, data management, integration
- IT as a profit center - harmonizing services and performance
- Self-service experience – a user-centric approach
- Services at the push of a button - End2End Service Provisioning
- Artificial intelligence in IT operations - from IT operations to AI operations
Markus Bause has been managing director of SERVIEW GmbH since 2006 and thus stands for the high quality and the self-image of the consulting and training services. In 2004 he joined SERVIEW as a Senior Consultant and was significantly responsible for growth and success in the market. "Passion stands for innovation", said Bause, "and that makes us one of the best in the industry". Markus Bause has extensive experience in strategic IT consulting and consulting for corporate clients. This includes issues of agile transformation, IT governance and the complex tasks of service management. His knowledge is based on his many years of experience as a consultant, coach and trainer. He is very good at taking his customers' perspective, as he was also the responsible head of internal IT organizations.
Vice President Products
As VP Products, Fabian Henzler is responsible for the success, strategy and marketing of all Matrix42 products. Together with his team he is responsible for product management, product marketing, and mergers & acquisitions. He has many years of experience in software development, product management, marketing, and sales. He joined Matrix42 in 2014 as Senior Product Manager for Workspace Management and the Matrix42 Marketplace. Prior to joining Matrix42 he was Head of Product Management at Consulting4IT, before that at EgoSecure.