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Theme: How do humans keep pace with technology acceleration in the digital age?  What is the future of ITSM, Technology and People? 

1. ITSM & People  

• Value perspective on employees, customers and partners (CX/ EX, shift from service provider to strategic partner) 

• IT Governance (DEVOPS, BRM, COBIT, IT4IT, ITIL, Agile ITSM).  
• CX/UX customers intimacy, customer loyalty, employee engagement 
• the need for collaboration throughout the end to end value chain and extending value streams to the business 

2. Leadership & new skills in the digital age 

• Technology and education (self-development, self-education) 
• Leadership for the new era  
• The role of business and the need for effective IT governance 

3. The future of IT and technology – opportunity or risk for people? 

• Cyber Security and privacy 
• Human and User centered design (HCD, UCD) 
• How processes and practices can help with RPA, AI  
• Legal aspects, Governance, risk management and compliance (GRC) 

4. No Digital but Cultural Transformation  

• Changes in mindset of people in IT and business 
• IT competencies in business and business competencies in IT, new ABC (Attitude Behaviour, Culture) 
• Accelerators and retarders of digitalization