Too often, organisations measure success by whether a product works rather than whether people actually use it. Through real-world examples and practical insights, David Cannon, Senior Director of ITIL®, explores how organisations can create digital experiences that deliver lasting value, increase adoption, and improve business outcomes.
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About the host:
David is a service management practitioner, consultant, and leader. Over the last three decades he has seen the industry go through at least five technology-enabled shifts. David has helped organizations apply the core management disciplines required to navigate each shift. He co-authored the ITIL publications Service Operation, (2007) Service Strategy (2011), Digital and IT Strategy (2020) and Acquiring and Managing Cloud Services (2021), and Strategy (2026). He has led consulting practices at Hewlett-Packard, BMC Software, and Forrester Research. David is a co-founder of itSMF International and recipient of the itSMF Lifetime Achievement award. Today he is Senior Director of ITIL at PeopleCert.