In the last decade, digital transformations have only grown more popular with innovative software teams embracing DevOps practices. In order to keep up, IT teams are evolving their traditional ITSM approach towards IT practices shaped by lean and agile. In this session, Akshay will share research conducted by AXELOS Global Best Practice that explores how IT organizations are adapting to the challenges of the modern service delivery – from planning investments, to developing products and services, to managing customer touchpoints and interactions – and how IT leaders align highly complex and evolving work to deliver greater value at a higher velocity. Paul will then connect Akshay’s research to the recently released “Atlassian ITSM Practitioner's Guide” that highlights team practices and tools that IT organizations are embracing to improve the way their teams work.