Claire Agutter is the director of Scopism, a start-up created to support ITSM professionals and help them exploit new management practices. She has recently been the lead architect on the program to create the SIAM Foundation Body of Knowledge.

She is also the lead tutor for ITSM Zone (www.itsm.zone), providers of high quality, accredited online training for IT professionals. Claire uses her background in operations and consultancy to blend old and new best practice to give organisations the toolkit they need to deliver business value. From ITIL to DevOps, OBASHI and Agile Service Management, Claire believes in sharing knowledge and experience between organisations, and hosts the popular ITSM Crowd hangouts that provide practical advice to ITSM professionals around the world.

 

Presentation title:

Pop Up Practice: Creating the SIAM Body of Knowledge th

 

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Rob Akershoek is Chief Strategy Officer and IT4IT architect at Logicalis SMC. For over 20 years, he has been involved in improving IT organizations by designing and implementing integrated processes and tools. He has been working on dozens of projects to implement best practices (such as ITIL and COBIT) and the roll-out of numerous integrated IT management solutions.

This included projects related to Enterprise Architecture (EA), Application Portfolio Management (APM), Project Portfolio Management (PPM), Continuous Delivery, Agile and Lean software development, Test Management, Deployment automation, Service Monitoring, IT Service Management (ITSM), Software Asset Management (SAM), IT Financial Management, IT reporting, CMDB and automated discovery.

Currently Rob is working as an IT4IT™ architect on several customer IT4IT transformations for the solution architecture and design of IT management solutions. In this role, Rob has been involved in The Open Group IT4IT Forum from the start and is Chair of the forum.  Rob is also lead author of the management guide, IT4IT™for Managing the Business of IT.

pbI am an entrepreneur, writer, researcher, strategic consultant and international speaker. I have over 25 years’ experience in productivity improvement and new organizational forms and I am particularly expert in the field of organizing  a sustainable prosperity, Weconomics and hybrid organizing. Hybrid organizing is a cross between: do it yourself and contracting out, between firm and market. It is a, fundamentally, new organization form that is both scalable and flexible. Hybrid organizing is suitable for the organization of, for example, shared information networks, supra shared service centers, communities and cooperatives. These forms play an important role in the network economy. I also (co-)authored eight books on these subjects, innovation and on new organization forms for the 21e century

 

Presentation title:

Blockchain organisations

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Aad Brinkman is EXIN-gecertificied ITIL Service Manager and regularly holds in-company training for ITIL service Management. He has aquired and extensive experience in service management during his advisory and implementation work in the financial, industrial and logistics verticals.

As one of the original authors of the “IT Service Management, een introductie” book publishe by ITSMF he is still member of the QA team for the dutch and english versions.

Aad was an active member of the SIG Service Management and has participated in the workgroup knowledge and publications. He was programmeManager Resarch within ITSMF.nl “The Best-Practice community. Next to that he is certified “Apollo 13” and “Taikiti Bay” trainer.

Aad is the “conceptual father” of the OSMF model and member of the OSMF developmentteam.

Aad is now focussing more on Information Management and is a lecturerer on these subject at the Hogeschool NOVI while within Aranea he is responsible for the ” Stream Information Management”. He was also involved in the development of the managementsimulation “Bookstore” made by GamingWorks which is lossely based on the AIM-model by Rik Maes.

 

Presentation title:

Pop-up dienstverlening, kunnen we dat wel?

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Organizational change eventually means behavioral change. I help organizations achieving lasting behavioral change, by reducing resistance to change and improve performance. For that I use a management method called OBM (organizational behavior management). My services include: training in OBM, (OBM-) consultancy and coaching of individuals and teams. I have a background in IT Service Management & Lean. Therefore I specialize in helping IT organizations forward to improve their capabilities as a professional serviceprovider.

 

Presentation title:

Pop up gedrag

 

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Richard is een Senior Trainer en Consultant binnen Pink Elephant. Dagelijks begeleid hij organisaties in het adopt, adapt en apply van best practices in de domeinen IT Service Management, Project Management en Lean.

Is Meten altijd Weten?

Met behulp van praktijkvoorbeelden van customer service improvements zullen Jaap Germans en Richard de Boer, IT Service Management Consultants bij Pink Elephant, laten zien hoe service rapportages vaak niet in lijn liggen met wat klanten nu echt willen weten.

Tijdens deze interactieve sessie zal aan bod komen hoe u beter uw klanten kan informeren, door goed te bepalen wat de VOC (voice of the customer) is met bijbehoordende CTQ’s (Critical to Quality). Dit vormt de basis om juiste CSF (Critical Succes Factors) en de bijbehorende KPI (Key Performance Indicatoren) te bepalen, om zo een succcesvolle vertaalslag te maken van Strategy naar Metrics.

Pop-Up Service Management, verandering is de enige constante. Nu vinden we veranderen wel moeilijk, laat staan continu. Belangrijke oorzaak van onze trage verandervermogen is de structurering en (over)regulering die we de laatste decennia hebben doorgevoerd. Maar nog belangrijker is de invloed die dit heeft gehad op onze manier van denken. Stel je eens voor hoe het anders kan. Hoeveel moet je rapporteren als je elkaar kan vertrouwen? Hoe dik is een contract als samenwerkt aan gedeelde doelen? Verander je mindset en geniet van de veranderingen.

Warning: Watch out for Jan! He inspires and infects you with the virus which makes you curious to new and exciting developments. His way of working: He speaks to you in an enthusiastic and fascinating manner and allows you a sneak preview in this new and exciting world. After this, the damage is done and you are infected.

 

Presentation title:

Veranderende mindset van de servicemanager

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Jaap is een Senior Trainer en Consultant binnen Pink Elephant. Dagelijks begeleid hij organisaties in het adopt, adapt en apply van best practices in de domeinen IT Service Management, Project Management en Lean.

Is Meten altijd Weten?

Met behulp van praktijkvoorbeelden van customer service improvements zullen Jaap Germans en Richard de Boer, IT Service Management Consultants bij Pink Elephant, laten zien hoe service rapportages vaak niet in lijn liggen met wat klanten nu echt willen weten.

Tijdens deze interactieve sessie zal aan bod komen hoe u beter uw klanten kan informeren, door goed te bepalen wat de VOC (voice of the customer) is met bijbehoordende CTQ’s (Critical to Quality). Dit vormt de basis om juiste CSF (Critical Succes Factors) en de bijbehorende KPI (Key Performance Indicatoren) te bepalen, om zo een succcesvolle vertaalslag te maken van Strategy naar Metrics.

Pop-Up Service Management, verandering is de enige constante. Nu vinden we veranderen wel moeilijk, laat staan continu. Belangrijke oorzaak van onze trage verandervermogen is de structurering en (over)regulering die we de laatste decennia hebben doorgevoerd. Maar nog belangrijker is de invloed die dit heeft gehad op onze manier van denken. Stel je eens voor hoe het anders kan. Hoeveel moet je rapporteren als je elkaar kan vertrouwen? Hoe dik is een contract als samenwerkt aan gedeelde doelen? Verander je mindset en geniet van de veranderingen.

martin-goble-websizeI am the SIAM Competency Lead for TCS responsible for implementing and managing SIAM for a number of companies.  I’ve been described as “the cleverest person I’ve met” and “overly flippant and juvenile” and will attempt to demonstrate both during the presentation. In my spare time I can be found performing my music in local pubs, traveling, and not thinking about Service Management. Many organisations are considering implementing Service Integration and Management (SIAM) but are unsure what solution is best for them or how to implement it.  This presentation will consider the wide range of SIAM models that we are seeing in the market place, and their pros and cons.  Using case studies we will discuss how best to plan a road map for your SIAM journey, highlighting the challenges and how to overcome them.

 

Presentation title:

The road to Siam  th

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roderickgottgensRoderick is an interim manager and (Team)Performance- & Mental Coach. His motto is “if you lose (self)control, you lose it all”.

In his vision, every team can become an elite-team, Unbeatable! An extreme agile team, that understands her purpose, that makes every mission to a success. A team that takes control and remains in control, no matter the situation, no matter the circumstances. Roderick has applied this vision to several (IT) environments, ranging from multi-nationals to smaller companies. In his presentation, he will share his secrets behind this vision.

Presentation title:

Individuals play the game, but teams beat the odds. th-150x150

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Wim Hovingis well known for his confronting stories, his aversion towards sacred cows en his innovating urgency to make IT service management servient to the business.

For over 20 years, Wim has been active in many service management roll outs. De last decade mostly through the also developed by Wim ISM and FSM methods. His drive is to empower management organizations to improve their grip on their way of working in order for them to have and maintain satisfied customers. Learning to work and grow with one service oriented integrated way of working. Let teams grow to professional service suppliers.

Wim is a regular speaker on ITSM, writes books, publishes articles and blogs and leads the ISM masterclasses.

 

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Kaimar Karu is the Head of Product Strategy and Development at AXELOS, leading a team of international experts that look after the IT Service Management (ITSM), and Project and Programme Management (PPM) best practice portfolios, which include the products ITIL and PRINCE2. He has a diverse career background in IT, having worked in IT Operations, Software Development, Project and Programme Management, and IT Service Management. He has a passion for helping people learn and improve, and has worked as a teacher, trainer, and coach in schools, universities, and professional training organizations across Europe. Before joining AXELOS in 2014, Kaimar spent three years immersed in the world of startups, Nordic pragmatism, and multi-billion dollar acquisitions, working with Skype in his native Estonia.

 

Kaimar has held the position of the president of itSMF Estonia since 2013, holds a master’s degree in Philosophy, and has won a 2nd place in the national beer sommelier competition. He’s now based in London, but is on the road most of the time, exploring good, emergent, and novel practices in organizations around the world. He tweets about good food, best practices, and continual improvement at @kaimarkaru.

Mario Kortman is Chief Digital Officer at Waternet, a public organization with 1.3 million customers in the Amsterdam region. Waternet produces drinking water, bio-gas, clean energy, maintains water levels, treats waste water and manages the famous Amsterdam Canals. In its mission to become the best public service organization in 2020, Waternet has decided to make a complete digital transformation its central objective. This means transforming to a fully Agile organization where business and IT is integrated in tribe-like structures. Replacing top down processes as portfolio management for autonomous, self-organizing, DevOPS Agile teams has been a thorougly insightfull experience. Agile principles have emerged as our belief on both organizatoinal behaviour and structure

Waternet is about half way in this transition, but early results include raising its customer satisfaction with 30% and increasing the efficiency of its IT function 12-fold. As CDO, Mario is responsible for the digital transformation of business and IT and directing the Scaled Agile organization.

Presentation title:

Agile government & govern digital transformation

Björn Kuipers leerde voetballen bij Quick ’20 maar volgde al gauw in zijn vaders voetsporen door zich verder te ontwikkelen als scheidsrechter. Björn maakt tijdens de wedstrijd Telstar – Fc Eindhoven zijn officiële debuut in het betaald voetbal. Op 5 maart 2005 fluit Björn zijn eerste wedstrijd in de Nederlandse Eredivisie tijdens de wedstrijd Vitesse – Willem II. Vanaf dat moment komt Björn zijn scheidsrechterscarrière in een versnelling. Zo maakt hij zijn internationale debuut op 28 maart 2006 tijdens de wedstrijd Rusland – Bulgarije (U17) waarna hij zijn Europa League debuut maakt op 13 juli 2007 tijdens de wedstrijd NK Varteks – KF Tirana. De eerste wedstrijd die Björn in de Champions League mocht fluiten, was Barcelona – Dynamo Kiev op 29 november 2009. In 2012 fluit Björn zijn eerste twee wedstrijden op een mondiaal toernooi tijdens het EK in Ukraïne en Polen. Het jaar 2013 is een speciaal jaar voor Björn. Zo mocht hij de halve finale van de Champions League tussen Barcelona en Bayern Munchen fluiten en de finale van Europa League in Amsterdam tussen Chelsea en Benfica. In 2014 floot Kuipers de Champions League finale tussen Real Madrid en Atletico Madrid. Tijdens het WK in Brazilië was Björn de enige Nederlandse scheidsrechter en floot hij drie wedstrijden. Door de goede prestaties van het Nederlands Elftal, moest Björn Kuipers helaas na de achtstefinales huiswaarts keren. Naast zijn werkzaamheden voor de KNVB is hij eigenaar van een Jumbo supermarkt en is hij in het verleden eigenaar geweest van meerdere supermarkten. Björn Kuipers was drie wedstrijden actief op EURO 2016 in Frankrijk en is de eerste Nederlandse scheidsrechter die voor de tweede keer op een EK in actie komt.

 

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Enthousiastic experience expert in improving service. As a service excellence consultant, Judit guides organisations to make the next step in becoming an excellent service supplier, happy customers and enjoying work. Judit spends a great amount of time in those people involved in making the change. By including, enthuse and inspire people, we take the next step towards smooth processes and real service providing departments.

Titel Presentatie:

Beproefd recept voor een excellente service

Stephen is a driven specialist in the service management domain. In all his assignments he has worked on the dividing line between business and IT and management roles. Stephen possesses a vast amount of knowledge regarding project management (Prince2/Agile), processes (BiSL, ITIL and ASL) and quality systems (Cobit). This experience makes Stephen a very capable professional to manage projects and/or teams based on solid processes,, taking the content and business value into account.

Niels Loader worked with tens of IT organizations. He has held both advisory and managerial positions within IT. In his IT career, Niels implemented systems, trained users, worked on helpdesks and implemented ITIL processes, before focusing on improving the performance of IT organizations. In 2011, he co-developed the first Lean IT Foundation certification. Over the last 6 years, Niels has built up substantial experience in using Lean IT. He is the Chief Examiner Lean IT for APMG and Content Board Lead of the Lean IT Association. Niels is the author of the LITA publications. He speaks regularly at conferences and frequently gives webinars to share his experiences.

Presentation title:

Service managers of the world, get ready for major change

Martijn is a senior expert of incident, problem and crisis management. He combines 20 years of experience in ICT with a background in psychology and leadership. “My biggest passion is inspiring people to look at issues in a new way so that they are able to take the next step themselves. I consider approaching complexity in a simple way as the key to improvement and growth.” Martijn developed an innovative approach to quality improvement in operational ICT environments. An important part of this is combining peoples intrinsic skills and motivation with structured methods aimed at the goal, not the process.

Presentation title: You can’t solve complex problems alone in the future, now what?

In the next years business processes will rely more and more on increasingly complex ICT services. This means our problems will become more complex, but also the solving process will also become more complex. How can you develop your problem solving skills in order to optimize maximum resilience? Good news; most of the required skills are inherit in all of us. But this is not all that is needed. In this presentation you’ll find out the next steps on your way to future proof problem solving!

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Stephen MannStephen is Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. He is also an independent IT and ITSM marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for ITSM professionals.

Stephen has previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester, and the UK Post Office), ITSM consultancy, enterprise IT service desk and ITSM operations, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS ITSM technology vendor.

Presentation title:

The Five Key Things ITSM Professionals Need to Get Right in 2017 th-150x150

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Thought provoking, interesting and relevant, Simone probes the hearts and minds of what makes business and IT tick and enjoys jump starting people’s thinking to evolve behaviour and actions at any level. Senior Consultant, Master Trainer, Author, pod-cast co-host and mentor in various frameworks such as ITIL, DevOps, Resilia and KCS, Simone is a deeply experienced IT Service Management Leader. You’ll find her actively engaged across Social Media sharing her 20+ years of experience in strategic and operational business design, development and transformation.

 

Presentation title

Pop Up Human Engagement

 

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mark-oloughlinA recognised thought leader in IT service management and cloud computing, Mark is a best-selling author, innovator, educator, key-note speaker and management consultant. Mark is one of ninety people certified globally at ITIL Master level and is a former director of itSMF Ireland. Mark is director and owner of Red Circle Strategies and is the author and master trainer of the
Professional Cloud Service Manager course now globally available. Mark’s is the author of The Service Catalog, and is published in four languages.

 

Presentation title:

Hey, Where Has All Our IT Gone? – Embracing Digital Disruption. th

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Mike has been studying and practicing lean for over 20 years in a variety of industries including service, manufacturing, healthcare, food and beverage, and insurance. His work includes the active coaching of several Master’s students at The Ohio State University, C-level leaders, and lean champions. Mike is the co-author of two books which apply lean thinking to information and technology: Lean IT and The Lean IT Field Guide published in November 2015. He is the recipient of the Shingo Prize for outstanding research and publication. Mike is a 30-year practitioner of meditation and yoga.

 

Presentation title:

Lean IT & pop-up services

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Benno Peperkamp (MBA) is an independent IT interim manager and consultant. He works on the edge between business and IT, with the objective to enable the business to realize their goals. He is specialised in the setup and realization of IT sourcing constructions
and corresponding governance models. He gained experience in the field as manager of several retained demand/supply organizations in various sectors. In his view collaboration is the key to success.
He has a special interest and grade in IT Service Management and was a member of the board of directors of ITSMF-NL for over 10 years.
Presentation title:
Successful IT sourcing constructs; the tension between trust and formal contract

elina-pirjantiElina Pirjanti is an IT Service Management Consultant Lead in Cognizant Switzerland, working between the ITSM processes, tools, development, operations and outsourcing. 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! Elina has worked few years as a Service Introduction Manager, and she will share the practical experiences of this awards-winning practise, which raised the quality of the projects and services.

 

Presentation title:

The critical link between IT projects and service delivery th

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Barclay Rae is an experienced ITSM consultant, analyst and writer. He has worked on approximately 500 ITSM projects over the last 25 years, and writes blogs, research and white papers on ITSM topics for a variety of industry organisations and vendors.

Barclay is currently CEO for ITSMF UK. He has worked for a number of ITSM organisations, and he delivers strategic ITSM consultancy, as well as media analyst services to the ITSM industry. He and has recently been a co-architect of the new ITIL practitioner scheme with Axelos, plus he is a co-author of the SDI certification standards.

Barclay is also a regular speaker at industry conferences and events, in the UK and globally, including, SITS, SDI, itSMF, Pink Elephant, UCISA and others. Barclay was voted ‘ITSM Contributor of the year’ in 2014 at the SITS show.

Barclay has created ‘ITSMGoodness’ – a set of practical steps and guidelines – simple practical and proven tips and tools – for successful ITSM. Visit www.itsmgoodness.com for details and free to air access – join the Twitter conversation at #ITSMGoodness and follow Barclay at @barclayrae.

 

Workshop title:

What makes a Service Professional?

I am an internationally recognized expert on ITSM and Service Desks. My views are controversial but practical. I see ITIL mainly as an obsolete relic which should be unlearned. I promote Service Desk 2.0 as the new model for tomorrow’s Service Desks.

I have been speaking at FUSION14 Washington D.C., Service Desk Forum 14 Stockholm, LeadIT13 Canberra, itSMFRussia13 Moscow and Pink11 Las Vegas and many other events.

 

Presentation title:

Service desk 2.0

 

 

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Marcel Schutte has been working in IT for 9 years. Through secondment he has fulfilled multiple roles and functions. Next to this, Marcel has been struggling for years on the question how Lean and Agile techniques can help organizations to improve their performance further. Kanban is one of the techniques which were introduced by Marcel in an IT-Operations team at de Nederlandse Gasunie.

 

Presentation title:

Kanban in IT-operations – How Kanban facilitates an IT-Operations team to work Agile at Gasunie.

michiel-sensMichiel Sens has worked in the IT Industry for over 20 years, started off as Java Developer and now works as a Principal Consultant/Solution Architect at Xebia in The Netherlands and is co-writer of the book ‘Continuous Delivery for Managers’. Michiel specializes in DevOps, Continuous Delivery and full lifecycle software development programs and as such focuses on coaching Agile Teams, setting up central build environments, automating tests, automating deployments and implementing fully automated PaaS platforms. Being technical at heart, he advocates the use of Continuous Delivery and DevOps practices at seminars and meetups but remains in touch with details by performing actual implementations at customer sites as well. Aside from being an automator, Michiel is Master trainer and one of the main content providers for the DevOps Agile Skills Association (DASA) fundamentals training.

Presentation title:

Becoming an High Performance IT Organization – begin with the end in mind!

Mark Smalley is the nonprofit ASL BiSL Foundation’s knowledge-sharing ambassador. He is also known as The IT Paradigmologist because of his interest in changing perspectives on IT, which he has shared at more than 100 conferences in more than 20 countries. Mark is an independent IT management consultant at Smalley.IT and is also affiliated with APMG International, BrightTALK, BRM Institute, GamingWorks, IT4IT Forum, ITChronicles, ITPreneurs, NCOI, Pink Elephant, Taking Service Forward, Topconf, and Van Haren Publishing.

 

Presentation title

Ringmaster SMD 2017

The Future of ITSM: Service Behavior workshop

 

I am appointed as a part-time professor in Globally Distributed Software Engineering at the Delft University of Technology (Department of Electrical Engineering, Mathematics and Computer Science). I am also the TO of Prowareness. At Delft University of Technology I lead the research and education on globally distributed software engineering.

At Prowareness I am working in practical global software engineering. Together with my colleagues in the Netherlands, India and the United States, we help our customers with fast delivery of working and tested software. Scrum and Agile are key in this to help us keeping our promises.

 

Presentation title:

The responsive enterprise

 

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christian-tijsmansChristian 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.

 

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Theo Veltman (‘drs ing’) is an experienced worker in many environments. He delivers improvements/innovations, small and large. His practical and creative approach delivers often more than expected innovation, small and large. Theo worked mainly in government. About 7-10 years in profit environment (service industry, technology (ASML, Philips, DSM)). International he worked in short projects in Australia, Belgium, England, New Zealand, Spain and UK. His knowledge base includes technology (BSc), business administration (BBa), business management (MA). He is an experienced speaker and trainer. From 2015 he works at the society Amsterdam in the CTO office, initiating, facilitating and – if asked – project leading innovation ​in processes and services with the application of new technology. He also is CTO Amstelveen.

 

Presentation title:

Creating smart city for a smart service in Amsterdam

 

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Gerard Wouters is working for more than 30 years in ICT Service Management. He worked both on the vendor side and on the client side.
He is focused on improving the effectiveness and efficiency of service management processes and has got a lot of experience and knowledge about Service Management, Managed Services and Cloud computing. Gerard and his team are busy implementing the IPWC processes in an agile environment. Sounds familiar?  Listen to the team’s experience at  Rijkswaterstaat.“Agile and Service Management”  a strong combination or..?

A new company of Gerard,  called “Xiphos “ will be launched at this year’s autumn. Ins and outs and the philosophy of Xiphos will be released for press on September 1, 2017

Mediapartners 2017

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