20-20-20 Meeting #7 5 October 2022 This 20-20-20 meeting focused on the future era of Service Management. Kulpreet Nanda (BIS) and David Barrow (BSI) provided a wonderful view of the future of service management throughout this presentation. Service management has moved beyond technologies and as “servitization” becomes the business operating model, we, as service managers, need to work “outside the traditional” but continue to use the traditional ways as a firm foundation. Service management is not about “governing” IT but rather the value-add proposition of achieving business goals and outcomes…with the caveat of creating “happy” (satisfied) experiences for the consumer as well as employee and other stakeholders. Speed (velocity), security, and continuity are key to today’s service delivery – and are key outcomes within ISO/IEC 20000-1 requirements. But how do we take a “traditional” requirement and present it such a way that the environment today sees the value-add? It is the integration of human with disruptive technologies – changing the way we see work (moving to swarming, product-oriented delivery [PODs], Agile/DevOps, etc.). We are moving toward collaborative communities that drive innovation – we are transforming. This presentation has challenged us within JTC 1/SC 40/WG 2 to incorporate these concepts into our work – be it in new documents, education, or social media posts – to grab on and find the way to lead this evolution of service management. Remember: “Every problem has a solution. You just need to keep looking.”