(On-demand) Refresh Virtual Summit 2026

The service management maturity journey: A practical playbook for IT leaders

As service management continues to evolve, IT leaders need a clear understanding of where they are today and what comes next. In this Refresh Virtual Summit session, explore a practical maturity model that helps organizations assess current capabilities, prioritize improvements, and create a roadmap for long-term success.

Duration: 27 minutes
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Speakers on stage at the Refresh summit
Audience at the Refresh summit session

Key takeaways

  • Learn how to approach service management maturity through practical, measurable improvements
  • Understand why operational metrics alone are not enough to measure service success and employee experience
  • Explore how AI-driven insights and automation can help identify friction and improve workflows
  • Learn how IT leaders are balancing short-term improvements with long-term service transformation goals
  • Discover how continuous improvement can help organizations build more resilient and efficient service operations
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Presented by

Speaker 1

Pete Petrocelli

Vice President, Technology, Ashley FDE

Speaker 2

Simon Morris

Senior Director, Solutions Engineering, Freshworks