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Monday 9th November 2009

Stream

Tips and Techniques

Time

14:20 - 15:00

Title

 Attractive Services today or be out of service tomorrow - the effects of Service Orientation

Presenter

Peter Bergehamn & Rolf Norrman
BiTA Service Management

About the Presentation

This presentation describes a number of real life examples from different types of IT organisations all of which have experienced various problems where part of the solution is to become service-oriented.

The presentaion also describes the very meaning of "Service Orientation", the characteristics of a Service Catalogue and what value it adds to the supplier and customer.

Finally, a number of different effects are described, including monetary, following a service orientation of IT.

About the Speaker

Peter Bergehamn started his ITSM career as a CIO for a Swedish retail company. He later became CEO for a smaller IT Service Provider. For the last three years he has been working as a professional ITSM Consultant at BiTA Service Management.

Peter has extensive experience in transforming traditionally technically-oriented IT organisations to business-oriented service providers. Peter has, on several occations, held seminars on topics like: "How to establish a Service Oriented IT organisation" and "Creating the Service Catalogue - benefits & challenges".

Rolf Norrman is an experienced IT Service Management Consultant working at BiTA Service Management with specialisation in Service Orientation and the organizational challenges connected to the transformation in becoming a service provider.

 

He has approximately ten years experience of IT Service Management as CIO and CEO for a number of IT Service Providers and as a project leader and consultant in several organizational transformation projects. Rolf has both an extensive theoretical knowledge in frameworks as ITIL v.3 and practical hands on experience of Service Portfolio projects. He is also a frequent speaker at events on topics like: "The Service Catalogue – a strategic vision” and "From technical supplier to Service Provider – a cultural maturity journey" as well as author to several articles on the topics of Service Orientation and Service Catalogue.