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Featured Special Interview With Neethi Upadhya

AITSM - What No One Is Talking About (Part-1) - An Elephant In The Room

"Can you guess the elephant in the room? The ITSM Industry talks about buzzwords like digital transformation, AI, automation, and increasing productivity but de-prioritizes one of the crucial backbones, the elephant in the room." - Says Neethi Upadhya, our esteemed women thought leader and guest on the AITSM show. 

Neethi Upadhya is Associate Director, ServiceNow Practice at IBM, having 18 years of experience in ITSM. 

She put forth compelling reasons and business impact, not to overlook that critical ingredient. What is the one crucial thing to manage and govern that? How to use automation and prioritization to deliver value to the customer?

We'd learn a lot from her plenty of examples, conviction, and point-by-point discussion from 18 years of rich experience. 

Don't miss the end, where she connects back everything around business perspective and outcomes. 

"I see that the way it's changed over these decades, there's been a paradigm shift. All of them have moved from just looking at 'how I fix a failure' to actually looking at 'what value I deliver to my end customer.'"

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• Can the end user relate his old ticket while requesting a new one?

Juzer: Is there a feature wherein End users should be allowed to map their old request while creating a new ticket? Is this possible out-of-the-box in any ITSM tool in the market?....Reply Now

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Susan: To start with, one can manage incidents as an incident manager or by managing changes as a change manager. In short, on the management side of things, the roles are pretty switchable if you have the suitable mindset for it....Read More

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