The ITx 2018 Programme may change without notice
As automation and self-service increase, most calls that do come through to front line staff are complicated and exceptions. This means an increasing level of skill required in the front line jobs that remain. (Rob England's Standard+Case approach identifies this and underpins this talk.)
In 23 years working for UK government, I moved from forestry to ITSM via prisons, warehousing and training. From 1999 I worked as an ITSM consultant and trainer: as a freelance and 7 years with IBM. I was an author for ITIL (versions 1, 2 & 3), ISO20000 and the ITSM library, and an ITIL examiner from 1991.