The service management maturity journey: A practical playbook for IT leaders
As service management continues to evolve, IT leaders need a clear understanding of where they are today and what comes next. In this Refresh Virtual Summit session, explore a practical maturity model that helps organizations assess current capabilities, prioritize improvements, and create a roadmap for long-term success.
Duration: 27 minutes
Key takeaways
Learn how to approach service management maturity through practical, measurable improvements
Understand why operational metrics alone are not enough to measure service success and employee experience
Explore how AI-driven insights and automation can help identify friction and improve workflows
Learn how IT leaders are balancing short-term improvements with long-term service transformation goals
Discover how continuous improvement can help organizations build more resilient and efficient service operations
Presented by
Pete Petrocelli
Vice President, Technology, Ashley FDE
Simon Morris
Senior Director, Solution Engineering, Freshworks
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