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Session Code: BRE2781
Presenter(s): Greg Birzes, David Treiber
Company(s): Comcast, Capgemini
Abstract: Comcast sought to pursue its objective of One Vision, One Experience and reimagined IT Operations Management with IT Service Management across its organization. While harmonizing processes was a must, there couldn’t be interruption to incident management. With Capgemini, Comcast brought multiple divisions to agreement and clear differentiation among Request, Incident, Problem and other ticket types. Their unwavering focus on putting their employees at the center of every design decision has helped generate maximum value and fantastic employee experiences. As a result, Comcast has reimagined its operating model for how processes, data, and tools can be effectively governed to minimize service interruption while maintaining platform and foundation data.
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