ITx 2018 Conference Programme

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The ITx 2018 Programme may change without notice


Oh, You Meant That? Setting and Managing Expectations

Friday 2:30pm - 3:00pm, itSMF Service Management conference (Room 3 (Momentum))

As service providers, one of the biggest challenges we face is in setting and then managing the expectations of our customers. When delivery fails to meet expectations, customers can become frustrated and angry, leading to strained relationships, eroded trust, escalating demands, calls for discounts or penalty payments or even contract cancellation. And it doesn’t stop with customers! What about our suppliers, end-users and even our own colleagues?


Lou Hunnebeck

Principal Advisor, DXC Fruition

An ITIL Expert with over 30 years in service industries, Ms. Hunnebeck is a Principal Advisor at Fruition Partners, a DXC Technology Company. Her passion for improving how we do what we do led her to IT Service Management from a background of process consulting, training and Service Management systems consulting. Ms. Hunnebeck is the author of the ITIL Service Design 2011 Edition, is on the ITIL Senior Examination Panel, is Senior Architect for the new ITIL Practitioner publication, serving on the Lead Architect Team for the upcoming update to ITIL, and speaks regularly at industry events.