TABLE OF
CONTENTS
3
4
10
14
15
18
22
28
30
Chair's Report
AGILE Service Management
by Bas Blanken
How can you make Self-Service more Useful?
Aprill Allen
itSMF State Events
BrightTalk Webinars
The Future is... itSMF 2020 Service Management Conference
Aprill Allen in Conversation with Brendan Cullen
itSMF - Your Member Benefits