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Expert Insights from SMW18

Issue link: http://dc.ubm-us.com/i/1010420

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2 SMWorld.com Contents Click/Tap on Titles to Jump to Any Article 6 Expert Insights on ENTERPRISE SERVICE MANAGEMENT, INNOVATION, AND TRANSFORMATION 10 NEW TECH DOESN'T ALWAYS EQUAL SUCCESS: A LESSON IN ORGANIZATIONAL CHANGE MANAGEMENT Patti Blackstaffe 14 DEVOPS AS A SUPER- FRAMEWORK: BRIDGING ITSM, AGILE, CONTINUOUS DELIVERY, AND BEYOND Jayne Groll 16 BRINGING DX/UX TO THE SERVICE PORTAL Phyllis Drucker 12 THE POWER OF THE STRATEGIC FRAMEWORK Doug Tedder 7 THE LOST ART OF PROCESS DESIGN David Mainville 3 ZERO STRATEGY: DISRUPTION THROUGH REDUCTION Julie L. Mohr

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