Service Management with IT is forever

itSMF-KONFERANSEN | 6. – 8. MARS 2017

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Program 2017

Programmet publiseres fortløpende. Detaljert kjøreplan kommer januar. I mellomtiden, følg oss på Facebook, Twitter, LinkedIn, Instagram og YouTube for siste nytt.

Petter Schjerven

Årets konferansier under festmiddagen, Petter Schjerven

LukkPetter Schjerven

Årets konferansier under festmiddagen, Petter Schjerven

Petter Schjerven startet sin TV-karriere som programleder og manusforfatter for «Midt i Smørøyet”.

De siste årene har han vært involvert i flere TV- og radiosatsninger som Eva og Adam, Tingenes Tilstand og Typisk Norsk på NRK, og sist som programleder for Typisk deg på TV Norge.

Bruce Dickinson

Bruce Dickinson

LukkBruce Dickinson

Bruce Dickinson

BRUCE DICKINSON; Businessman, Pilot and Lead Singer of Iron Maiden- one of the world`s greatest rock bands of all times

Bruce Dickinson is the lead singer of Iron Maiden, a commercial pilot, brewmaster, entrepreneur and creative business thinker. Bruce was pilot and Director of Astraeus Airlines, a company which leased aircraft to other carriers. Bruce is also the man behind the company Cardiff Aviation which specializes in heavy maintenance of Airbus and Boeing commercial aircraft.

additional :

Bruce is also involved in an air ship venture to manufacture lighter than air hybrid transport aircraft. He is also setting up a separate Training Company (Real World Aviation) to train future Pilots. Bruce left Iron Maiden in 1993 in order to pursue a solo career, his passion for fencing and an interest in becoming a pilot. Bruce re-joined the band in 1999 and has gone on to release four albums; despite this he hasn’t stopped flying Boeing 757s.

Børge Lund

Lunch: Børge tegner og forteller, Børge Lund

LukkBørge Lund

Lunch: Børge tegner og forteller, Børge Lund

Lunch er en humoristisk stripeserie, skrevet og tegnet av Børge Lund. Tegneserien, som første gang så dagens lys i 2007, foregår i et kontormiljø sterkt preget av kverulanten og uromomentet Kjell. Den lille mannen med det store egoet befinner seg et stykke nede på stigen, men med dårlige idéer, elendig arbeidsmoral, upassende kommentarer og et og annet idiotisk påfunn klarer han likevel å gjøre seg til midtpunktet for det meste som skjer.

I dag publiseres Lunch i mer enn 100 aviser og blader i Norge og utlandet. Blant de største avisene er Dagbladet, Dagens Næringsliv, Bergens Tidende, Adresseavisen, Stavanger Aftenblad, Ekstrabladet (Danmark), Sydöstran (Sverige) og Iltalehti (Finland). Siden 24. juni 2013 har Lunch hatt sitt eget tegneserieblad, som kommer ut med nytt nummer hver 6. uke.

Børge Lund ble født i Stokmarknes i 1973 og vokste opp i Sauda. Han har høyere teknisk utdannelse ved Delft University of Technology i Nederland, og jobbet i flere år som industridesigner før han i 2012 ble serieskaper på heltid. Børge bor i Stavanger, der han daglig tegner nye striper.

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Magnus Lindkvist

Magnus Lindkvist

LukkMagnus Lindkvist

Magnus Lindkvist

Magnus Lindkvist , futurologist and trendspotter, one of the worlds best speakers on trends and inspirational thinking

Magnus Lindkvist is a trendspotting futurologist and author who weaves together important current trends to forecast what life, society and business might look like in the future.
It is the fantastic timing, storytelling and politically incorrect humour that keep the audience – a global audience – laughing and talking well after his talk ends.
He has given in excess of a thousand keynote speeches over the past decade to everyone from Fortune 500 CEOs and civil servants in the Middle East to anyone looking to be inspired and enlightened by trendspotting and future-thinking.
As a writer, Magnus Lindkvist is driven by a relentless curiosity about our mental space where the outside world collides with the human brain. His recent book Minifesto (2016) tells us why small ideas matter in the world of grand narratives.
By sharing a vision of the future we can strive to surround ourselves with as many strange, conflicting ideas that we can in order to immerse ourselves in future possibilities and possible futures.
With a Master of Science in Business and Economics from Stockholm School of Economics and a degree in film production from UCLA, Lindkvist weaves together the worlds of quantitative insights with the imaginative storytelling of Hollywood.
His talks are often described as ‘shows’ or ‘performances’; he calls it ‘intellectual acupuncture’ with the expressed intention of changing our minds with needles of insight, examples and observations.
He has won several awards for his ‘performances’ on stage and for his books, but perhaps the best acclaim ever given was from an HR director in the UK who said ‘Magnus Lindkvist is the best Swedish export since ABBA and meatballs.’

His talks are often described as shows or performances

Bestselling author of “Everything we know Is Wrong”: the trendspotters handbook (published in 15 + languages)

as well as

“The Attack of the Unexpected”

“When the Future Begins; a guide to long-term thinking”

Anders Tangen

Service-Management for nybegynnere, Anders Martinius Tangen

LukkAnders Tangen

Service-Management for nybegynnere, Anders Martinius Tangen

Anders Martinius Tangen er en veteran på ulike scener. Sammen med blant andre Janni Kristiansen, Thomas Giertsen, Eddie Eidsvåg, Freddy Kjensmo og Jonas Rønning var han med å starte Norges største standupklubb i 1994. Det er likevel først siden 2001 han har levd profesjonelt som komiker med humor for næringslivet som spesialitet.
Gjennom foredrag, standup og skjult teater har han utviklet sin helt unike stil som edutainer hvor han kombinerer bare tull, med nyttig læring.
Anders er født i 1967, opprinnelig fra Hunndalen like ved Gjøvik, men kaller seg etter å ha bodd i Oslo siden 1987, for Oslokar.
– «Noen må kalle seg det også. Det får være grenser hvor lenge man skal kalle seg utflytta det ene eller det andre,» sier han.
Tangen var i mange år mest kjent for sine mange radioprogrammer i ulike kanaler. Han har vært programleder for egne show på NRK. Han var arkitekt bak og moromann foran kamera i «NRQ» og «God Elg». I flere sesonger har han vært stuntreporter i «Nitimen» og «Reiseradioen», mens noen også vil huske han for egne show på P4 som ”Tid For Tangen”, ”Badeanda” og ”Andersnatten”.
De som ser mer på TV har også kunnet bli kjent med Anders Martinius Tangen gjennom hans innsats som prest i komiserien ”Piker, Vin og Sang”, flere standupopptredener blant annet i Rorbua og fra Standupfestivalen på NRK. Han har også vært gjest et par ganger for å snakke om foredraget sitt ”Når sant skal sies – et fordomsfullt foredrag om din yrkesgruppe”. Mange husker hans nådeløse, overraskende, fordomsfulle angrep på snekkere i det ellers gemyttelige programmet ”Myter” på NRK. Han har også flere ganger vært gjest i «Frokost TV», blant for å snakke om kunsten å drive med ”Smalltalk” og om Melodi Grand Prix. Nå ser du han som programleder for «Extra-trekningen» på NRK TV på tirsdager.
Tangen er utdannet cand. mag ved universitet i Oslo, og har tatt fireårig utdanning til Gestalttereapeut ved Høyskolen i Oslo. Dette gir tyngde i foredragene som alltid er tilpasset kundens behov, i tillegg til all den humor som alltid er tilstede!

Colin Rudd

A Lifetime of Service – 50 years in IT, Colin Rudd, Mr, IT Enterprise Management Services Ltd.

LukkColin Rudd

A Lifetime of Service – 50 years in IT, Colin Rudd, Mr, IT Enterprise Management Services Ltd.

Colin Rudd, Mr, IT Enterprise Management Services Ltd.

Colin has worked in IT for over 50 years and is Internationally recognised as an inspirational speaker and leading authority on ITSM. He was heavily involved in ITIL® and ISO 20000 and his enormous contributions to ITSM were recognised with the presentation of itSMF’s lifetime achievement award.


A Lifetime of Service – 50 years in IT

The presentation will be a look back on the life of the presenter, from its start in IT in the 1960’s, through to today’s complex fast moving times. The presenter will reflect on the changes within the industry and the lessons that can be learnt from his many practical experiences, both good and bad!

vibeke_holtskog7906-a-web

Workshop: Presentasjonsteknikk – hvordan å få gjennomslag hos sjefene, Vibeke Holtskog

Lukkvibeke_holtskog7906-a-web

Workshop: Presentasjonsteknikk – hvordan å få gjennomslag hos sjefene, Vibeke Holtskog

Vibeke Holtskog
Vibeke Holtskog (daglig leder) er pedagog og filolog, med videreutdanning i retorikk, kommunikasjon
og ledelse. Hun har de siste årene spesialisert seg innen retorikk og presentasjonsteknikk, og hennes
kurs får svært gode tilbakemeldinger. Hun blir beskrevet som faglig sterk, autentisk, tydelig og
engasjert.


Presentasjonsteknikk – hvordan å få gjennomslag hos sjefene

Å bli en god formidler handler om å ta bevisste og gjennomtenkte valg i din kommunikasjon. Det vil si å
tenke gjennom hva du skal si, hvordan du skal si det, til hvem og i hvilken kontekst. Retorikk er
kunsten å påvirke og overbevise – og nøkkelen til en god presentasjon. Dette kurset vil lære deg det
viktigste innen retorikk og presentasjonsteknikk, og vil gi deg tips og råd for hvordan du skal bli
oppfattet tydelig, trygg og troverdig. Dette er nyttig kompetanse både i møter, presentasjoner,
forhandlinger og innsalg.
Kurset tar utgangspunkt i Aristoteles’ kommunikasjonsmodell og de tre elementene – taleren, talen og
tilhørerne – og går gjennom hva som skal til for å planlegge, bygge opp og holde en god presentasjon.

Kurset gir kompetanse og veiledning på følgende områder:
Taleren:
Verbal og ikke-verbal kommunikasjon
•Utstråling og kroppsspråk
•Stemmebruk
•Hvordan fremstå som trygg når du er nervøs?

Talen:
Forberedelser og planlegging
•Hvordan er en god presentasjon bygget opp?
De 5 T’ene – den røde tråden
•Den viktige innledningen – å skape tillit og interesse

Tilhørerne:
Formidling
•Hvordan får du engasjerte, interesserte
og velvillige tilhørere?
•Om bruk og misbruk av hjelpemidler

Målet for kurset er:
– å få deltakerne til å bli bevisst sin verbale og ikke-verbale kommunikasjon
– å lære å bygge opp en god presentasjon
– å bli tryggere, tydeligere og mer troverdige formidlere

David Cannon

Workshop: How to Write a Strategy, David Cannon, Consulting Director / and David Wheable, Principal Consultant, Forrester

LukkDavid Cannon

Workshop: How to Write a Strategy, David Cannon, Consulting Director / and David Wheable, Principal Consultant, Forrester

David Cannon, Consulting Director, Forrester
David Cannon co-authored the ITIL® Service Operation book in 2007, and wrote the Service Strategy book in 2011. As a consultant and trainer, he has worked in hundreds of organizations who have used IT Service Management over the past 23 years.

Follow David Cannon on Twitter

David Wheable, Principal Consultant, Forrester
David Wheable specializes in helping clients create effective and efficient strategies for their IT Service Management challenges including integrating cloud services, bring your own device (BYOD), and mobility. Before Forrester, David worked at HP, where he was the professional services innovation lead for the software and professional services organization.

Follow David Wheable on Twitter


How to Write a Strategy
In this workshop, David Wheable and David Cannon will guide you through the steps to create a simple, clear and achievable strategy. Using an example from your own organization, you will simulate each step, learning how apply the techniques and to avoid common mistakes.

 

Signe Marie Hernes Bjerke

Workshop: High Performance Team – hva er hemmeligheten?, Signe-Marie Hernes Bjerke, Teambyggerne AS

LukkSigne Marie Hernes Bjerke

Workshop: High Performance Team – hva er hemmeligheten?, Signe-Marie Hernes Bjerke, Teambyggerne AS

Signe-Marie Hernes Bjerke, Teambyggerne AS

Helping unleash your team’s full potential and reach your goals.
✔ ITIL Expert ✔ Trainer ✔ Facilitator ✔ Speaker ✔ NLP Coach ✔ SIAM ✔ Lean Six Sigma ✔ TMP ✔ Teambuilder

Signe-Marie has worked in IT for over 20 years and is recognised as an inspirational speaker and an enthusiastic facilitator and trainer. She has worked with customers in all kinds of service management projects. Still she wonders: Why does best practice work so well in some organisations, while in others it is just a project that soon fades out? Technology or processes is often not the biggest challenge. To achieve success delivering high quality services to customers, it is so much about the people.
Signe-Marie was part of the group launching itSMF Norway in 2002. For more than ten years, she was responsible for the conference program and was chair of the Board for two, receiving the recognition as “Member of Honour” in 2015. At an international level, she was part of the ITIL advisory group for ITIL V3, and the APMG Exam Panel, developing ITIL exams used worldwide.
Having founded Teambyggerne (“Teambuilders Ltd”), she wants to combine her experience within service management and her competence as trainer, facilitator and coach in working with teams, helping them reach their goals, exploit their full potential and achieve lasting change.

Follow Signe Marie Hernes Bjerke på Linkedin

Read more about Teambyggerne AS

Følg Teambyggerne på Facebook


High Performance Team – hva er hemmeligheten?

De fleste av oss har opplevd det, men vet det er ganske sjeldent: Den gode følelsen av å være i et team som bare fungerer! Et team med supert samarbeid, der alle deltakere bidrar og teamet når sine mål, gang på gang. Mens andre team vi har vært med i sliter, både med trivsel og prestasjoner, uten at vi helt klarer å gripe fatt i hva det er.

I denne workshopen vil vi utforske hemmeligheten bak team som klarer å skape resultater. Gjennom en velprøvd modell for teamarbeid, kalt Team Management Profile, vil vi se på ingrediensene og forutsetningene som må være på plass for at et team skal fungere optimalt. Vi vil også komme inn på Lencionis prinsipper for velfungerende team, og deltakerne vil få verdifull innsikt som de selv kan bruke i eget teamarbeid.

Singe Marie Hernes Bjerke og Colin Rudd

Workshop: What are the biggest service management challenges and their solutions?, Colin Rudd, Mr, IT Enterprise Management Services Ltd. og Signe Marie Hernes Bjerke, Teambyggerne AS

LukkSinge Marie Hernes Bjerke og Colin Rudd

Workshop: What are the biggest service management challenges and their solutions?, Colin Rudd, Mr, IT Enterprise Management Services Ltd. og Signe Marie Hernes Bjerke, Teambyggerne AS

Colin Rudd, Mr, IT Enterprise Management Services Ltd.

Colin has worked in IT for over 50 years and is Internationally recognised as an inspirational speaker and leading authority on ITSM. He was heavily involved in ITIL® and ISO 20000 and his enormous contributions to ITSM were recognised with the presentation of itSMF’s lifetime achievement award.

Signe Marie Hernes Bjerke, Teambyggerne AS

Helping unleash your team’s full potential and reach your goals.
✔ ITIL Expert ✔ Trainer ✔ Facilitator ✔ Speaker ✔ NLP Coach ✔ SIAM ✔ Lean Six Sigma ✔ TMP ✔ Teambuilder

Signe-Marie has worked in IT for over 20 years and is recognised as an inspirational speaker and an enthusiastic facilitator and trainer. She has worked with customers in all kinds of service management projects. Still she wonders: Why does best practice work so well in some organisations, while in others it is just a project that soon fades out? Technology or processes is often not the biggest challenge. To achieve success delivering high quality services to customers, it is so much about the people.
Signe-Marie was part of the group launching itSMF Norway in 2002. For more than ten years, she was responsible for the conference program and was chair of the Board for two, receiving the recognition as “Member of Honour” in 2015. At an international level, she was part of the ITIL advisory group for ITIL V3, and the APMG Exam Panel, developing ITIL exams used worldwide.
Having founded Teambyggerne (“Teambuilders Ltd”), she wants to combine her experience within service management and her competence as trainer, facilitator and coach in working with teams, helping them reach their goals, exploit their full potential and achieve lasting change.

Follow Signe Marie Hernes Bjerke on LinkedIn

Read more about Teambyggerne

Follow Teambyggerne on Facebook


What are the biggest service management challenges and their solutions?

IIn this workshop we will address key service management challenges based on both statistics, our own experience and input from the participants about the most important pain areas in their own organisations. In the workshop we will choose top issues raised by the group, analyse them and prepare strategies for their resolution.

lise-dall-eriksen-og-nelli-serifovski

Workshop: Service Onboarding – challenging but within reach, Lise Dall Eriksen, BlueHat og Nelli Serifovski, NNIT

Lukklise-dall-eriksen-og-nelli-serifovski

Workshop: Service Onboarding – challenging but within reach, Lise Dall Eriksen, BlueHat og Nelli Serifovski, NNIT

Lise Dall Eriksen, BlueHat

Lises practical experience with IT Service Management and ability to find pragmatic and simple solutions to the nowadays processes has made her a preferred advisor to a number of companies, when IT Service Management is implemented or optimized.
Lise has more than 15 years of experience within ITSM.

Nelli Serifovski, NNIT

Nelli has more than 10 years of experience from working with different IT Service Management processes. Her career as an ITSM professional and her huge interest in ITIL best practises started in 2003 when she was given the responsibility of preparing Service Level Agreements and Service Catalogues for a major client at NNIT.

In 2010 Nelli joined the newly established Service Management Office at NNIT – a centralized function with the responsibility of implementing and developing service management processes across the company. Appointed as Process Owner for Service Portfolio and Catalogue Management processes, she participated in one of the largest Service Portfolio implementation projects in Denmark. Currently, Nelli is involved in the implementation of Service Request Catalogues across NNIT customers – including the introduction of a new Service Request Management process.


Onboarding a new service is not trivial and easy – even for those who have tried it several times before. How to adopt the theory to practice? How to use simple check lists on what to consider and how to make things happen. Based on a theoretical but still pragmatic approach Lise Dall Eriksen from BlueHat present Service Onboarding activities. Nelli Serifovski from NNIT will then provide practical examples and experience from NNIT’s onboarding projects.

Julie Moorre

Workshop: Effective Design and Implementation of the KCS Methodologies, Julie Mohr

LukkJulie Moorre

Workshop: Effective Design and Implementation of the KCS Methodologies, Julie Mohr

Julie Mohr


Effective Design and Implementation of the KCS Methodologies

The Knowledge-Centered Support Adoption Roadmap: Effective Design and Implementation of the KCS Methodologies (Workshop)
Knowledge-Centered Support is a knowledge management framework for Support Organizations that creates, manages and maintains knowledge to enable more rapid restoration of service. However, many organizations struggle with the implementation of KCS and taking knowledge management to the next level. In this workshop we will explore the implementation techniques to fully leverage the KCS Methodology in your environment. We will:

· Review the concepts of KCS

· Investigate the adoption roadmap

· Better understand what is required to implement KCS successfully in your environment

· Further advance the KCS adoption

· How to use collaborative tools

· Measure the value of KCS and,

· Expand the methodology and techniques across the service lifecycle.

kevin-holland

Workshop: SIAM implementation lessons learned, Kevin Holland

Lukkkevin-holland

Workshop: SIAM implementation lessons learned, Kevin Holland

Kevin Holland

Kevin Holland is an experienced speaker on service management and SIAM topics, with a reputation for providing pragmatic and thought provoking advice in an easily understood way. He has over 20 year’s hands-on experience of applying the theory in a wide range of sectors and sizes of organisations, most recently in the public sector within a service integrator for national services. Kevin currently works for NHS Digital in the UK, and is actively involved in driving the development and improvement of Service Integration models in the UK Public Sector.


SIAM implementation lessons learned

How do you implement SIAM? Where do you start ? How do you take your suppliers with you on the journey ? What about your own people ? Learn from someone who has hands on experience of implementing and running SIAM operating models in a large scale complex supplier environment for the UK National Health Service. He will give you tips on what worked and what didn’t – with practical guidance from real life situations, not theory, on managing multi supplier ecosystems.

Stefan Brahmer

Workshop: Scenario based learning – experience how Incident and Problem Management can indeed work hand in hand, Stefan Brahmer, Head of Sales / Partner, Sim4People ApS

LukkStefan Brahmer

Workshop: Scenario based learning – experience how Incident and Problem Management can indeed work hand in hand, Stefan Brahmer, Head of Sales / Partner, Sim4People ApS

Stefan Brahmer, Head of Sales / Partner, Sim4People ApS

Stefan Brahmer has over 15 years front line experience in Incident and Problem Management implementation and performance improvement. For 12 years he was a Senior Consultant and Implementation Lead with Kepner-Tregoe before he joined Sim4People as a partner. Sim4People´s mission is to provide fully digital, scenario-based learning solutions..


Scenario based learning – Sim4People SOLVE. Hands on introduction to essential troubleshooting skills

Effective and efficient Incident & Problem Management depends on doing the right things from the very first contact all the way to resolution – with or without escalations. Experience the latest version of our safe-to-fail, hands on simulation featuring LEGO® MINDSTORMS® robots.

Michael Busch

Workshop: Service Cost Transparency – made simple, Michael Busch, CEO, it SolutionCrew GmbH

LukkMichael Busch

Workshop: Service Cost Transparency – made simple, Michael Busch, CEO, it SolutionCrew GmbH

Michael Busch, Dipl. Informatiker, MSc

Worked since 1995 than as a Consultant in IT Service Management in various national and international projects. ITIL Service Manager since 1998. He been working as ITIL Examiner in Germany for Tüv and Exin. Michael has been member of the development team to deliver the initial ISO20’000 Certification published by Exin and Tüv in 2008/2000.


Service Cost Transparency – made simple

Delivering IT Services to any organisation will eventually raise the question how much does the service cost us, what are the cost driving elements.
This workshop will show the difficulties associated with cost transparency and how to get around these when building a Cost Models. In this interactive Workshop you will develop a part of a model and learn what is needed to deliver Service Cost transparency.

Mark Thomas

Workshop: Applying the Risk Process in the real world through the use of scenarios, Mark Thomas, President, Escoute

LukkMark Thomas

Workshop: Applying the Risk Process in the real world through the use of scenarios, Mark Thomas, President, Escoute

Mark Thomas, President, Escoute

Mark is an internationally known IT governance and risk expert with more than 25 years of professional experience ranging from CIO to IT Governance Consulting. Mark has led teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for project teams, managed enterprise applications implementations, and implemented governance processes across multiple industries.

Follow Mark Thomas on Twitter


Applying the Risk Process in the real world through the use of scenarios

Learning Objectives: After completing this session, the participant will be able to:

  • Understand the application of risk practices and activities and how they are being

used today.

  • Select and prioritize scenarios to create a risk register that can be used in multiple

enterprise environments.

  • Link the risk process to industry standards and frameworks to create appropriate

and applicable controls.

  • Provide guidance on risk assessments that enable stakeholders to consider the cost

of mitigation and the required resources against the loss exposure.

General Description: How does an enterprise make informed decisions with respect to

Enterprise IT? Risk based decision making is a primary factor in delivering value for the

enterprise, but what exactly does this mean? Evaluating and assessing risk can be a daunting

task, especially with the multitude of decisions that need to be made on a regular basis. This

workshop will address the business risk associated with the use, ownership, operation,

involvement, influence and adoption of IT within an enterprise.’’ It also walks through real life

scenarios that are regularly encountered in the IT risk management realm and applies industry

models to navigate through them.
High Level Agenda:

  1. Risk Fundamentals
    a. Key Definitions
  1. Governance and Risk Management Frameworks and Standards
    a. The Framework Ecosystem

b. Key Risk Based Standards and Frameworks

  1. Risk Governance
    a. Separation of Governance and Management

b. Evaluate, Direct and Monitor

  1. Risk Management
    a. Identify Risk

b. Assess Risk

c. Respond to Risk

d. Control and Monitor Risk

  1. Risk Function
    a. Organizing for Risk Management

b. Risk Culture

  1. Managing Third Party Risks

Greg  Sanker

Workshop: How to think like a customer for IT professionals, Greg Sanker

LukkGreg  Sanker

Workshop: How to think like a customer for IT professionals, Greg Sanker

Greg Sanker

Technology Delivery Manager, Oregon Department of Administrative Services
Greg Sanker is an ITSM blogger, speaker, and practitioner with decades of global IT experience with organizations ranging from Fortune 10 tech giants to the public sector. After leaving the corporate life, Greg headed the service management office at a state agency, where he led the adoption of a basic change management program. Greg’s blogs about excellence in ITSM can be found on ITSMTransition.com.


How to think like a customer for IT professionals

Customers think differently about IT than IT professionals. Do your customers feel like IT doesn’t understand them? Want to help your team learn to think like your customers?

Dealing with customers is no longer the exclusive domain of Service Desk and Relationship Managers. At the speed of business today, it take the whole IT team to delivery customer-enabling IT Services.

Based on 30 years of being both an IT staffer and IT manager, this lighthearted session takes attendees to the other side of the fence for a revealing view of IT from the customers’ perspective, and gets them thinking the way your customers do.

White Square Button with Headshot Pictures

Frogn – en digital kommune av helter, Steinar Svendsen, Web manager Frogn Kommune

LukkWhite Square Button with Headshot Pictures

Frogn – en digital kommune av helter, Steinar Svendsen, Web manager Frogn Kommune

Steinar Svendsen, Web manager Frogn Kommune

Steinar Svendsen har bred kompetanse og lang erfaring med IT og i å håndtere både den tekniske plattformen og kommunikasjonsarbeidet i organisasjonens digital satsing.


Frogn – en digital kommune av helter

Meld en feil – Self service for innbyggere i Frogn kommune.
Frogn kommune forteller om hvordan de skapte helter med en enestående selfservice portal som innbyggere kan bruke til å tipse om feil – og som går direkte inn i servicetorgets servicedesk.
Ideen til portalen fikk de selv og her får vi en skikkelig glad digitaliseringshistorie om å se muligheter, ha gjennomføringsevne og se ideen ut i livet med strålende respons.

Copyright ©Peter Knutson 
All Rights Reserved. 
Detta fält får inte ändras eller raderas enligt 6 kap enligt lag (1960:729) 
Fotografens namn skall anges vid ALL publicering!
Bilden skyddas av upphovsrättslagen.

SIAM og endringsledelse, et viktig samspill i digitaliseringen, Hans-Petter Aanby, CEO / Partner, Optimiseit

LukkCopyright ©Peter Knutson 
All Rights Reserved. 
Detta fält får inte ändras eller raderas enligt 6 kap enligt lag (1960:729) 
Fotografens namn skall anges vid ALL publicering!
Bilden skyddas av upphovsrättslagen.

SIAM og endringsledelse, et viktig samspill i digitaliseringen, Hans-Petter Aanby, CEO / Partner, Optimiseit

Hans-Petter Aanby, CEO & Partner at Optimiseit AS

Hans-Petter har lang internasjonal erfaring som CIO, Executive Vice President og Senior Vice President i store globale virksomheter. Han har lang erfaring med å gjennomføre endringsprogrammer og snuoperasjoner i store virksomheter med omfattende organisasjonsmodeller og kompleks IT Legacy.


SIAM og endringsledelse, et viktig samspill i digitaliseringen.

Digitaliseringen og automatiseringen av virksomheter er som styringen av Lean, – sentral styring, og – lokale initiativer. Det er ute i virksomheten man vet hvor skoen trykker, tempoet er høyt og det er store krav til forbedringer. For å oppnå raske resultater og kort ROI velger man leverandører som kan tilby enkle og standardiserte løsninger som dekker virksomhetens forventninger og brukernes behov.

Fremtidens Legacy kan bli en jungel av leverandører, servicer og integrasjoner. Koordinering er nødvendig, mange mener at SIAM (Service Integration and Management) kan være løsningen.

SIAM må ikke bare betraktes som en utvidet ITIL, men et viktig forretningsverktøy for å koordinere alle de initiativer og investeringer som virksomheten krever å gjennomføre. Ved hjelp av SIAM kan IT avdelingen koordinere og oppmuntre til økt automatisering uten å miste kontrollen. IT får en ny rolle og kommer enda nærmere virksomheten og alle de initiativene og prosjektene som igangsettes. Dette setter nye strukturelle krav til IT som organisasjon og nye krav til medarbeidernes kompetanse.

David Cannon

The Industry is Changing. What about your ITSM Programme? David Cannon, Consulting Director, Forrester

LukkDavid Cannon

The Industry is Changing. What about your ITSM Programme? David Cannon, Consulting Director, Forrester

David Cannon, Consulting Director, Forrester

David Cannon co-authored the ITIL® Service Operation book in 2007, and wrote the Service Strategy book in 2011. As a consultant and trainer, he has worked in hundreds of organizations who have used IT Service Management over the past 23 years.
He continues to learn about ITSM approaches and how they are evolving to meet the challenges of a highly mobile and virtual business world.

Follow David Cannon on Twitter


The Industry is Changing. What about your ITSM Programme?
IT may be Forever, but it keeps evolving. What will it look like in the next 5 years, and what challenges will you have to deal with as an ITSM professional? This presentation focuses on how the industry we work in is changing and what we will need to do in the next 5 years to keep our IT department effective, and our careers growing.

David Cannon

Strategy: Clear and Simple, David Cannon, Consulting Director and David Wheable, Principal Consultant, Forrester

LukkDavid Cannon

Strategy: Clear and Simple, David Cannon, Consulting Director and David Wheable, Principal Consultant, Forrester

David Cannon, Consulting Director, Forrester
David Cannon co-authored the ITIL® Service Operation book in 2007, and wrote the Service Strategy book in 2011. As a consultant and trainer, he has worked in hundreds of organizations who have used IT Service Management over the past 23 years.

Follow David Cannon on Twitter

David Wheable, Principal Consultant, Forrester
David Wheable specializes in helping clients create effective and efficient strategies for their IT Service Management challenges including integrating cloud services, bring your own device (BYOD), and mobility. Before Forrester, David worked at HP, where he was the professional services innovation lead for the software and professional services organization.

Follow David Wheable on Twitter


Strategy: Clear and Simple

Many strategies are either too detailed to read or just out of touch with the real world. In this presentation, the two Davids will outline principles and techniques they have learned from their own experience to keep strategies relevant, understandable and achievable – whether you are writing a strategy for the whole of IT, or just one function

Ola Grimstad

Veidekke, Ola Grumstad, CIO, Veidekk

LukkOla Grimstad

Veidekke, Ola Grumstad, CIO, Veidekk

Veidekke ASA er et av Skandinavias ledende entreprenørselskaper og eiendomsutviklere med en omsetting på 24,5 milliarder kroner og 7.000 ansatte. Selskapet er et prosjektstyrt og har til enhver tid over 100 større entreprenørprosjekter spredt rundt i Skandinavia. Veidekke er i en moderniseringsfase med implementering av løsninger for å automatisere og robotisere virksomheten og entreprenørprosjektene. Dette setter store krav til IT og Service Management. Konsernets CIO, Ola Grumstad, skal fortelle om moderniseringen og om hvordan IT bidrar.

lise-hugdahl

Service suksess hos Coop Handel Norge, Lise Hugdahl, Leder, Service Management og Kontinuerlig forbedring i COOP Norge Handel

Lukklise-hugdahl

Service suksess hos Coop Handel Norge, Lise Hugdahl, Leder, Service Management og Kontinuerlig forbedring i COOP Norge Handel

Lise Hugdahl, Leder, Service Management og Kontinuerlig forbedring i COOP Norge Handel


Lise Hugdahl har jobbet 10 år med Service Mangement i COOP, som leder for IT Service og Support. De siste 3 årene har hun hatt fokus på å utvikle Service Management i organisasjonen fra et forretningsståsted. Lise er utdannet fra NTNU i Trondheim.


Service suksess hos Coop Handel Norge
Coop Norge Handel startet i 2013 jobben med å bygge opp Service Management i organisasjonen. Målsetningen er økt gevinst for hele organiasjonen, samt å bli best i bransjen på kontinuerlig forbedring.

Prosjektet har hele tiden vært drevet av forretningsbehov, med ledelsen involvert i styringskomiteen. Oppkjøp av ICA med en løsning for utrulling av nye butikker, etablering av et helautomatisert lager på Gardermoen, samt mer effektiv service håndtering og bedre oversikt har vært noen av prosjektene til nå. Første fase omfattet blant annet etableringen av «Single Point of Contact» og harmonisert avviksprosess for alle tjenesteområder; Medlem, HR, Lønn, Dagligvare, Faghandel og IT. ServiceNow er valgt som støttesystem for Service Management for hele COOP.

Foredraget vil fokusere på erfaringer av reisen så langt, suksessfaktorer og visjoner frem mot 2020.

Roman Jouravlev

ITSM, measured, Roman Jouravlev, ITSM Product Development Manager, Axelos

LukkRoman Jouravlev

ITSM, measured, Roman Jouravlev, ITSM Product Development Manager, Axelos

Roman Jouravlev, ITSM Product Development Manager, Axelos

Roman is a Product development manager at Axelos and chair of Expert board at itSMF Russia. Author, consultant and trainer, co-author of «ITSM – a practical guide to process measurement». Currently focused on development of ITSM products of Axelos Best management practice portfolio.

Follow Roman Jouravlev on LinkedIn

Follow Roman Jouravlev on Twitter


ITSM, measured

Focus on value; Be transparent; Observe directly and Keep it simple – how good measurement and assessment practice can support these principles and your ITSM journey?
Practical yet reasonably scientific approach to process monitoring, measurement and assessment for ITSM practitioners. Tested in live environment.

kirstie-magowan

Stop Acting Like You Work in IT, Kirstie Magowan

Lukkkirstie-magowan

Stop Acting Like You Work in IT, Kirstie Magowan

Kirstie Magowan

Kirstie Magowan is an IT Service Management professional with 17 years’ experience in the industry. She has worked with companies in New Zealand, Australia and the UK to improve their service management capabilities. Kirstie is the managing editor of the AllThingsITSM.com website and was previously the Chief Editor for itSMF International. Kirstie believes in taking a common sense approach to service management and keeping things simple, she maintains a strong focus on the importance of enhancing customer experience as this is the only place the value of our services can be measured.


Stop Acting Like You Work in IT

The world has changed, technology workers need to stop seeing themselves as something that is special, and separate from the rest of the business. IT is entrenched in the business, there is no aspect of modern life that does not involve technology.
This presentation uses practical examples taken from real life situations to demonstrate the importance of IT becoming a partner at all levels of the business, from the board table to the factory floor. The bad old days when the IT department was confined to a corner of the basement are ancient history, we need to be out in the business and bringing innovation to the board table.

Presentation Level: Beginner-intermediate

Mark Thomas

Avoid framework overload – Leveraging multiple best practices in your governance framework ecosystem, Mark Thomas, President, Escoute

LukkMark Thomas

Avoid framework overload – Leveraging multiple best practices in your governance framework ecosystem, Mark Thomas, President, Escoute

Mark Thomas, President, Escoute

Mark is an internationally known IT governance and risk expert with more than 25 years of professional experience ranging from CIO to IT Governance Consulting. Mark has led teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for project teams, managed enterprise applications implementations, and implemented governance processes across multiple industries.

Follow Mark Thomas on Twitter


Avoid framework overload – Leveraging multiple best practices in your governance framework ecosystem

In this insightful presentation on frameworks and standards integration, explore the many models that are available today: what they are, how they fit, and why choose them. Most importantly, we will learn how integrate several frameworks to create a more holistic approach to leveraging multiple best practices under a single model.

andreakis-2016

Riding the winds of SIAM, Andrea Kis, Senior Consultant and John Larsen, Principal Consultant, ISG – Information Services Group

Lukkandreakis-2016

Riding the winds of SIAM, Andrea Kis, Senior Consultant and John Larsen, Principal Consultant, ISG – Information Services Group

Riding the winds of SIAM

SIAM is always associated with complex integration of outsourced suppliers and retained organisation. But what happens when the size of your organisation is drastically reduced, the number of your providers is also reduced but the services you have to deliver remain the same? How do you stand up for this challenge?

In this presentation Andrea and John are going to talk about how SIAM works at different sized organisation, how can SIAM be applied in a situation where a decreased retained organisation has to rapidly change and integrate to provide great services and achieve business value. They will tell take the audience on a journey through the eyes and experiences of their customer.


Andrea Kis, Senior Consultant, North Europe UK

Andrea has a passion for Service Integration and Management (SIAM) and Business Relationship Management (BRM). With 14 years of service management experience, she enters into each engagement with a strong understanding of business and customer requirements and with a strong focus on impact assessment. She focuses on the client viewpoint in each engagement, putting herself in their shoes and reinforcing the importance of communication and relationship-building.
An active speaker in the UK and around the world, Andrea has presented numerous times at various industry forums, and has contributed thought leadership to several leading industry publications.

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John Larsen, Principal Consultant, North Europe Nordics
John Larsen has been working as a service management consultant for more than 10 years, helping numerous clients to optimize processes, design organizations and select and implement supporting tools. Prior to working as a service management consultant, John was working with IT operation, IT strategy, project and program management, application development and quality assurance in a leading international software company.
Before joining ISG, John, among other responsibilities, was leading the development of a maturity assessment framework and other best practice frameworks to support process and ITSM tools alignment.

Follow John Larsen on LinkedIn

Hanne Schanche Önen

IT service management løsning for håndtering av henvendelser fra Trondheim kommunens innbyggere., Hanne Schanche Önen, Programleder, Program for Digitalt førstevalg i Trondheim kommune

LukkHanne Schanche Önen

IT service management løsning for håndtering av henvendelser fra Trondheim kommunens innbyggere., Hanne Schanche Önen, Programleder, Program for Digitalt førstevalg i Trondheim kommune

Hanne Schanche Önen, Programleder, Program for Digitalt førstevalg i Trondheim kommune

Hanne leder program for Digitalt førstevalg er opprettet for at Trondheim kommune skal nå målet om et «digitalt førstevalg»

Digital samhandling skal være hovedregelen for kommunikasjon mellom det offentlige og publikum, og digitale tjenester være så gode at både interne og eksterne brukere foretrekker å bruke tjenestene digitalt.» Brukerne skal selv fritt kunne velge når, hvor og hvordan de skal bruke de digitale tjenestene.

Hanne har Master i Science, Technology and Society og innovasjonsstudier (Esst-programmet) fra Universitet i Oslo. Interesser er sosiale medier, deling og innovasjon generelt og konsekvensene og potensialet for offentlig sektor spesielt.


IT service management løsning for håndtering av henvendelser fra Trondheim kommunens innbyggere.

Formålet med IT service management løsningen er å bidra til god brukeropplevelse for ansatte i kommunen og bedre kundeservice for publikum, det vil si beboere i kommunen.

Prosjektet som startet i april 2016 har fokus på hele verdikjeden, fra det tidspunktet en bruker starter dialogen til brukeren sitt behov er løst. Dette betyr at interne støtteprosesser og IT-systemer integreres der det er naturlig, slik at man oppnår størst mulig gevinst av digitaliseringen.

«Brukeren i sentrum» betyr også koordinering på tvers av tjenester og enheter. Gjennom koordinering sikres det at når publikum har kontakt med kommunen, så finner de det de trenger og kan utføre en oppgave på en mest mulig effektiv måte.

Tema i foredraget vil være Trondheim kommunes erfaringer fra arbeidet i henvendelsesprosjektet, suksessfaktorer og visjoner.

Ina von Lukas

Hvordan lykkes på sikt med endring og etablering av nye prosesser?, Ina von Lukas, Seksjonssjef for brukerstøtte og tjenesteeier for tjenesten «Digital kontor», Høgskolen i Oslo og Akershus

LukkIna von Lukas

Hvordan lykkes på sikt med endring og etablering av nye prosesser?, Ina von Lukas, Seksjonssjef for brukerstøtte og tjenesteeier for tjenesten «Digital kontor», Høgskolen i Oslo og Akershus

Ina von Lukas er per dags dato tjenesteeier for tjenesten «digital kontor» og seksjonssjef for brukerstøtte-IT på Høgskolen i Oslo og Akershus. Hun overtok jobben som leder der i November 2014 og reorganiserte både seksjonen og alle arbeidsprosesser. Seksjonen har ansvar for 1. og 2. linje brukerstøtte, utstyrsforvaltning, innkjøp av programvare pluss driftsoppgaver rund print, lagring, backup og brukeradministrasjon.
2012-14 var hun tjenesteansvarlig i samme avdeling og jobbet med tjenesteorientering av IKT avdelingens tjenester
2005-2012 jobbet hun som teknisk prosjektleder på NRK og digitaliserte bl. annet Dagsrevyen.
2000-2005 jobbet hun for Davidsystems.com som spesialist for digitalisering av arbeidsflyt i radiobransjen.
Ina er spesialist på digitaliseringsprosesser og endringsledelse. Hun medbringer mye erfaring hvordan å lykkes langvarig med endringsprosesser.


Hvordan lykkes på sikt med endring og etablering av nye prosesser?

Prosjekter som endrer arbeidsprosesser er det vanskelig å lykkes med uansett hvilket rammeverk du bruker. Og har du endelig innført nye arbeidsmetoder så er det vanskelig at disse ikke undervandres på sikt og at det gode nye ikke blir spist opp av gammel vane. Foredraget behandler noen eksempler av vellykket langvarig endring og tilbyr en mulighet hvordan man kan fremgår for å oppnå et varig resultat.

Nivå: Basic

Anita Toftesund og Ragnhild Mellem

Hvordan lykkes med ITIL og CSI – forsøk nr 3, Anita Toftesund, Problem manager og leder av Prosesstyret i Helse Nord IKT og Ragnhild Mellem Arnesen, Config Manager i Helse Nord IKT HF

LukkAnita Toftesund og Ragnhild Mellem

Hvordan lykkes med ITIL og CSI – forsøk nr 3, Anita Toftesund, Problem manager og leder av Prosesstyret i Helse Nord IKT og Ragnhild Mellem Arnesen, Config Manager i Helse Nord IKT HF

Anita Toftesund, Problem manager og leder av Prosesstyret i Helse Nord IKT
Har jobbet i Helse Nord IKT siden etableringen i 2006, og har hatt flere ulike roller. Jobber nå i Avdeling for Tjenesteproduksjon, og leder arbeidet med forbedring i prosessarbeidet. Har deltatt i alle «ITIL-prosjektene» som har vært kjørt i organisasjonen.

Ragnhild Mellem Arnesen, Config Manager i Helse Nord IKT HF
Har bakgrunn som seksjonsleder for Databasegruppa i Helse Nord IKT. Har de siste årene engasjert seg mye i prosessarbeidet, og jobber nå med etablering av en CMDB og en Konfigurasjonstyringssprosess.


Hvordan lykkes med ITIL og CSI – forsøk nr 3

Helse Nord IKT har nå formalisert og «satt strøm» på en rekke ITIL-prosesser. Det er stor etterspørsel etter både prosesstøtte og verktøystøtte, og vi har klart å bygge en informasjonsgrunnmur som er til å stole på. Vi har i tillegg etablert noen prosesser du ikke finner i lærebøkene. Ikke minst: Vi har fått ledelsen ned fra tribunen!

Nivå: Basic

Inge Stenvaag

Automatisering, nøkkelen til digitalisering, Inge Stenvaag, Leder Syscom Leveranse

LukkInge Stenvaag

Automatisering, nøkkelen til digitalisering, Inge Stenvaag, Leder Syscom Leveranse

Inge Stenvaag, Leder Syscom Leveranse, Syscom AS
Inge Stenvaag leder Syscom Leveranse, og har bakgrunn som konsulent og rådgiver for norske virksomheter siden 1998. Som sparringspartner for norske IT-avdelinger motiveres han av å skape synlige gevinster i form av effektivisering, økt lønnsomhet, digitalisering og moderne kundeservice.

Følg Inge Stenvaag på LinkedIn


Automatisering, nøkkelen til digitalisering

Som IT-avdelinger skal vi hjelpe våre virksomheter med å nå ambisiøse mål om digitalisering. Men hvordan står det til med digitalisering av IT-avdelingen sine tjenester? Med telefon og serviceinnstilte medarbeidere? Som profesjonell leverandør til våre interne kunder må vi fornye oss. Dette foredraget handler om hvorfor, og hvordan.

Nivå: Intermediate

Christian Tjismans

ITSM Epiphany: a journey of discovery, Christian Tijsmans

LukkChristian Tjismans

ITSM Epiphany: a journey of discovery, Christian Tijsmans

Christian Tijsmans
Christian is deeply passionate about enabling personal and organizational transformation to unlock the unlimited supply of human potential that is largely untapped in organizations and in society. He wins over people’s heart, mind & soul by challenging the status quo in creative, fun & innovative ways and translating knowledge to insights & practical solutions using a unique blend of facilitation, serious gaming, coaching & training services underpinned by a wealth of methods, best practices & frameworks.

He has started speaking at the ITSMF Finland conference in 2015 and has since become a regular speaker at international conferences. He has been invited to a number of webinars as well as started writing blogs.

Tijs Blancquaert

Tijs has been employed at ECS European Containers since 2004. He started in a small team of three people. Over the years, as ECS got bigger, so got the company’s focus on ICT as differentiator. The ICT department grew rapidly and Tijs got promoted to the function of ICT Manager.
He’s still passionate about the bits and bytes but Tijs is also very eager on further developing his managerial skills and putting the ITSM theory into practice. With challenging goals as Increasing the departments efficiency, improve ICT service quality and provide for an even better working environment for his colleagues, Tijs really believes this new way of working can make this happen as a process of continual improvement.


ITSM Epiphany: a journey of discovery

We all know the stories of organizations struggling with the application of ITIL best practices to improve their service management capabilities: how do you adopt and adapt ITIL to fit the needs of your organization?
This is the challenge that ECS European Containers was faced with a couple of years ago. They bought the ITIL books, went to ITIL trainings and tried to apply what they had learned. In spite of their motivation and the effort that they put into this, the adoption stranded on the mere basics of ITSM best practices.
Fast forward to 2016. ECS came across a pragmatic method that had thus far only been used in the Netherlands. They decided to take a gamble and became a pioneer in Belgium by being the first organization to adopt this method outside of the Netherlands.
During their journey, they gained many insights on how to really make ITSM work in practice. Some of these insights were true epiphanies.
In this presentation, Tijs and Christian will share both the client and coach perspective on how the Integrated Service Management method can have a profound effect on an IT organization and ultimately on the business.

kevin-holland

Introduction to SIAM, Kevin Holland

Lukkkevin-holland

Introduction to SIAM, Kevin Holland

Kevin Holland

Kevin Holland is an experienced speaker on service management and SIAM topics, with a reputation for providing pragmatic and thought provoking advice in an easily understood way. He has over 20 year’s hands-on experience of applying the theory in a wide range of sectors and sizes of organisations, most recently in the public sector within a service integrator for national services. Kevin currently works for NHS Digital in the UK, and is actively involved in driving the development and improvement of Service Integration models in the UK Public Sector.


Introduction to SIAM
If you have to manage multiple suppliers then Service Integration and Management (SIAM) could be just what you need. However, unless you truly understand just what SIAM is and what it isn’t, you might end up with the wrong solution. This presentation will help you understand from a client perspective just what SIAM is, explain the differences and similarities with ITIL service management, give you practical advice based on experience, and describe a working model. Attending this session will help you make the right decisions about service integration and management, how to do it, and who should do it.

Thorsten Manthey

The Process Owner is the Secret Agent! , Thorsten Manthey

LukkThorsten Manthey

The Process Owner is the Secret Agent! , Thorsten Manthey

Thorsten Manthey

Thorsten is passionate about governance and cultural transformation and has worked in NA, Europe and Scandinavia.
He holds a Master’s degree in Computer Science and Eng., is an ITIL Expert and a Certified Change Management Professional. International presenter and speaks English, German and Swedish.

Follow Thorsten Manthey on LinkedIn


The Process Owner is the Secret Agent!

Download Strategic Process Roadmap templates at: http://www.tmanthey.com/speaker.html

Lena Stormvinge

The Service Desk is Not Enough, Lena Stormvinge, KCS Trainer & Knowledge, Specialist, ComAround

LukkLena Stormvinge

The Service Desk is Not Enough, Lena Stormvinge, KCS Trainer & Knowledge, Specialist, ComAround

Lena Stormvinge, KCS Trainer & Knowledge, Specialist, ComAround

Med lang erfarenhet fra self-service, support, og projektledning av kosteffektive serviceløsninger, hjelper Lena organisasjoner oppnå suksess med Knowledge Management. Lena er aktuell med boken ‘Self-Service & Knowledge Success’.

Følg Lena Stormvinge på LinkedIn


Service Desk is Not Enough

Hvilke utfordringer møter vi når vi innfører en Best Practice Knowledge Management metode som Knowledge-Centered Service (KCS) til en organisasjon, og hvordan oppnår vi suksess fra første forsøk? Dette foredraget kommer å inspirere, motivere samt gi konkrete tips og eksempler fra virkeligheten.

Foredragets nivå: Basic

elina_pirjanti

Consider using your ITSM tool beyond IT? Do your homework first, Elina Pirjanti, ITSM Consultant Lead, Senior Manager, Cognizant Technology Solutions AG

Lukkelina_pirjanti

Consider using your ITSM tool beyond IT? Do your homework first, Elina Pirjanti, ITSM Consultant Lead, Senior Manager, Cognizant Technology Solutions AG

Elina Pirjanti, ITSM Consultant Lead, Senior Manager, Cognizant Technology Solutions AG

As an ITSM consultant, Elina is working between the ITSM processes, tools, development and operations. Her ambition is to enhance the relationship between IT service providers and their customers. She focuses the most important aspect – the service organizations exist to satisfy the customers!

Follow Elina Pirjanti on Twitter


Consider using your ITSM tool beyond IT? Do your homework first

Using the Service Management practises and ITSM tool outside IT is very popular trend. Before you approach other service units, do your homework! What are the special characteristics and needs of the other units and what’s value for them? Elina will share the experiences how to start the journey and helps you to avoid some of the common pitfalls.

The technical level of the presentation:
Presentation does require basic knowledge of IT Service Management terminology and processes.

Stefan Brahmer

Did we really think 10 dedicated Incident Managers would make 400 techies more efficient and effective?, Stefan Brahmer, Head of Sales / Partner, Sim4People ApS

LukkStefan Brahmer

Did we really think 10 dedicated Incident Managers would make 400 techies more efficient and effective?, Stefan Brahmer, Head of Sales / Partner, Sim4People ApS

Stefan Brahmer, Head of Sales / Partner, Sim4People ApS

Stefan Brahmer has over 15 years front line experience in Incident and Problem Management implementation and performance improvement. For 12 years he was a Senior Consultant and Implementation Lead with Kepner-Tregoe before he joined Sim4People as a partner. Sim4People´s mission is to provide fully digital, scenario-based learning solutions suitable for all service and support levels – bringing the right behaviour to all contributors.

Follow Stefan Brahmer on LinkedIn


Did we really think 10 dedicated Incident Managers would make 400 techies more efficient and effective?

Roles like dedicated Incident or Problem Managers have been implemented in most large Organizations. Did they have the impact possible? Probably not. But there is no issue with those roles, just how we set up the environment in which they perform. Highlighting the pitfalls to avoid and areas to focus on.

Milla Kuosmannen

Firefighter, superwoman or just normal IT manager?, Milla Kuosmannen, Tieto Finland

LukkMilla Kuosmannen

Firefighter, superwoman or just normal IT manager?, Milla Kuosmannen, Tieto Finland

Milla Kuosmanen’s has over 20 years of experience in the world of IT services. Her biggest motivator at work is continuous improvement of quality and finding better ways of working. She loves challenging situations and has found herself over and over again in situations where practical mindset and capability of finding quick wins are more than needed. In addition to IT services, she knows how to drive changes in the organisation and how to work in global multivendor environment, not to forget also SIAM twist in the services.

Education: • Bachelor of Business, Haaga-Helia
• ITIL Expert 2013
• IPMA-C certification 2012

During my 20 years life with IT services, I have faced different kinds of challenges and as I have noticed my speciality has become to solve challenging situation with Customer services. I love challenges, bigger the better. When life is cozy and stable, I get bored.


Firefighter, superwoman or just normal IT manager?
In my presentation I would like to tell about my experiences with lively examples in different kind of challenging situations in the world of IT services.
I have classified the types of cases in three types: 1. Relationship problems, 2. Green SLA & red Customer satisfaction, 3. Red SLA’s, red Customer satisfaction

Greg  Sanker

Change Management in a DevOps World, Greg Sanker

LukkGreg  Sanker

Change Management in a DevOps World, Greg Sanker

Greg Sanker

Technology Delivery Manager, Oregon Department of Administrative Services
Greg Sanker is an ITSM blogger, speaker, and practitioner with decades of global IT experience with organizations ranging from Fortune 10 tech giants to the public sector. After leaving the corporate life, Greg headed the service management office at a state agency, where he led the adoption of a basic change management program. Greg’s blogs about excellence in ITSM can be found on ITSMTransition.com.


Change Management in a DevOps World

With DevOps taking the world by storm, is ITSM-based change management hopelessly outdated? In this session, you’ll learn a practical approach for maturing your ITSM change program for DevOps, discover the key differences between change enablement and change management, see how you can integrate DevOps into enterprise change management, and see what legacy change management mistakes you can kiss goodbye. This session is in response to many requests for a follow on session of my very popular Basic Change Management: A practical, multiphase approach

Påmelding 2017

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Om itSMF-konferansen

Hva er itSMF?

En høy andel av private og offentlige virksomheter legger IT Service Management til grunn for sine tjenesteleveranser. Siden 2003 har IT Service Management Forum (itSMF) i Norge årlig arrangert konferanser med stadig økende deltakerantall. Konferansen er Skandinavias største møtested for IT Service Management og har stor internasjonal anerkjennelse og oppmerksomhet.

Hvem er konferansen for?

Interessen for området er stigende, og konferansen omfatter nå keynotes, spor og debatter rundt blant annet devops, smidige metodikker og tjenestestyring. Relasjonen mellom forretningssiden og IT er bedre fokusert enn tidligere. Dette betyr at både de som arbeider på forretningssiden OG IT-siden vil kunne finne noe nyttig på konferansen.

Når og hvor?

6.-8. Mars 2017 på Clarion Hotel Oslo Airport. Shuttlebuss går fra Gardermoen flyplass 3 ganger i timen (buss 44, holdeplass 25). Taxi (kr 245,- pr.vei.) kan bestilles fra Øvre Romerike Taxi. Se også kjørerute, og husk du fårgratis parkeringsbevis i resepsjonen.

Festmiddag

Festmiddag med prisutdeling og underholdning i Luftrommet er tirsdag 7. mars kl 19:45. Antrekk: Pent

Påmelding og avbestilling

Ved skriftlig avbestilling innen 27. februar 2017 refunderes avgiften, fratrukket kr 1.000,-. Etter denne dato refunderes ikke avgiften. Er du forhindret fra å møte, kan en fra samme bedrift benytte din billett.

Sponsorer

itSMF-konferansen ville ikke vært mulig uten våre fantastiske sponsorer, utstillere og partnere. Møt dem på konferansen!
Vil din virksomhet være utstiller eller sponsor?

Hovedsponsor

http://www.soprasteria.no/http://symfoni-esm.com/

Samarbeidspartner

http://itsmfkonferansen.no/wp-content/uploads/2016/08/Invitasjon-til-utstillere-og-sponsorer-på-itSMF-konferansen-2017.pdfhttp://www.bmc-norge.no/http://www.glasspaper.no/http://www.syscomworld.com/no/https://www.technet.no/http://www.topdesk.dk

Utstiller

http://itsmfkonferansen.no/wp-content/uploads/2016/08/Invitasjon-til-utstillere-og-sponsorer-på-itSMF-konferansen-2017.pdfhttp://www.pureservice.com/no/