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Scaling Service Management In Modern Enterprises

Join this virtual session to learn how service management is evolving and powering all parts of modern organizations – not just IT teams. We’ll be joined by featured speaker Julie Mohr, Senior Analyst of IT Operations at Forrester Research, who will provide insights from Forrester’s Future Fit Survey 2022 where businesses reported expanding enterprise service portal access to broader teams to support key business outcomes. 

Julie will break down the key challenges and benefits around service management, such as:

  • Problems with traditional operating models
  • The shift toward platform and product teams
  • The true cost of the status quo
  • Tactical tips for making this transition and unlocking service experiences across the business
  • How to increase team autonomy without burdening IT

In addition, we will be joined by ITSM expert Grady Gausman of Atlassian, who will share how Jira Service Management from Atlassian supports a more agile, connected, and modern approach to service delivery. Grady will explain the tools and processes teams need to ensure autonomy with alignment, allowing everyone to do their best work without the typical friction of new tools and programs.

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Julie Mohr | Senior Analyst
Julie Mohr serves ITSM and ESM professionals supporting the transformation of IT operations into forward-thinking, customer-centric service organizations. Her research includes service portfolio/catalog management, incident/problem management and the service desk, knowledge management and self-service, and industry frameworks. Julie’s research also integrates the intangibles to I&O success, including capacity building, organizational change, culture, and collaboration.
Grady Gausman | Product Marketing, Jira Service Management
Grady is a product marketer for Jira Service Management. In this capacity, he works with a broad audience of analysts and customers to understand the challenges of today’s IT professionals and how Atlassian can support service management practices for all kinds of teams. An avid outdoorsman, he enjoys skiing, backpacking, and climbing in the Pacific Northwest.