Keynote: ITIL® (Version 5): When AI, Operating Models and Processes Become Strategic Leadership Tools
Just when IT management professionals thought that they had everything working just right, the industry was turned on its head. Today we are faced with a constantly changing world of innovation that challenges every traditional management practice.
Cloud, mobile, and AI technology have put powerful digital capabilities into the hands of every individual. Decisions that used to be made by trained and experienced digital technologists are now being made by anyone with a company credit card and an idea.
But this is not sustainable.
Managing digital technology is not just a matter of buying the latest tool with attractive functionality. Digital technology is a complex, inter-related set of systems, each bringing its own opportunities, risks and responsibilities.
Managing digital technology as a core organizational capability takes disciplines and knowledge that have been built over decades. But we have allowed ourselves to believe the claims of technology vendors that these disciplines are rendered unnecessary by their tools. In doing so, we have undervalued our profession and our capabilities. We still have time to change this.
The good news is that AI is not the first major industry shift we’ve had to manage (and it won’t be the last). We have been here before, and we have the tools to make AI a well-managed and positive contributor to our organization’s success.
- What is the role of digital technology professionals in this fast-changing landscape?
- Is what we have learned over the past decades still relevant? How?
- Do concepts like “operating models” and “processes” help us make our organizations sustainable, or are they outdated?
- What is the role of the AI-empowered individual user in organizational success?
In this keynote, David Cannon brings an optimistic message which shows that all of us have the tools we need to contribute to the strategic success of our organizations. He challenges the belief that time-tested practices are no longer valid in the age of AI. While these practices often need to be applied differently, there are fundamental and universal truths that every digital technology management professional can apply – but we need to be reminded of what they are.
He will also challenge the practice of separating authority from accountability. Over years, this has meant that non-IT leaders and individuals are empowered to make decisions about the acquisition, management, and use of digital technology without being answerable for the outcomes. This practice is reaching crisis levels, and Cannon will explore ways to resolve it.
About the Speaker
David Cannon holds degrees in Industrial Sociology and Psychology, and business leadership. He has had an eventful career as a management consultant, executive, and industry body leader. He has worked for companies such as HP, BMC Software, and Forrester Research. He holds advanced ITIL certifications in every version of ITIL since 1992.
David has co-authored or authored 5 core ITIL publications from ITIL v3 to ITIL v5, and has tracked IT management practices closely through each major technological shift over the past 35 years. He is a founder of the itSMF International, and a recipient of the itSMF Lifetime Achievement award.