ITx 2018 Conference Programme

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Using Cynefin to make sense of ITSM

Wednesday 2:30pm - 3:00pm, itSMF Service Management conference (Room 4 (ManageEngine))

Many IT practitioners approach IT service management (ITSM) in their organisations as if it were an ordered system, with clear links between cause and effect. In this presentation, Akshay will discuss how recognising that ITSM operates in a complex system, practitioners can apply methods derived from the Cynefin framework (developed by Cognitive Edge) to make sense of the world they’re operating in.


Akshay Anand

Product Development Manager, Axelos Global Best Practice

Akshay Anand is a Product Development Manager at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing..