As organizations navigate the complexities of digital transformation, effective communication emerges as a critical lever for success. Drawing parallels from extreme sports risk management, Larry Hack presents a novel perspective on IT service delivery—highlighting how strategic, transparent communication can reshape stakeholder perceptions and elevate service value, even without changes to core performance metrics. This session will explore how IT service managers can use communication to foster alignment, build trust, and enhance perceived performance in a rapidly evolving technological landscape. 

Nokia’s Global Business Services organization has undergone a bold transformation—expanding its scope, overhauling its service portfolio, and implementing a new, value-driven charging model. This strategic shift was grounded in one core objective: to deliver measurable impact and earn stakeholder trust across 11 key groups spanning 7–8 global entities. 

This session will dive into how Nokia GBS redefined its role as a true business partner by focusing on value realization. Hear not just from the transformation leads, but also directly from GBS customers on how the organization met their needs and delivered meaningful outcomes.