Speakers & Presentations

Service Management Days

March 23-24, 2021 UTC

Ted Harrington

Featured Speaker

Author #1 Best Seller, Hackable

Hackable: Insights From Ethical Hacking

Security vulnerabilities exist. The question is simply which happens first: will you find them, or will attackers exploit them? To address that, most companies hire some security testing.

But… is it going deep enough?

This keynote address is delivered by Ted Harrington, the #1 best selling author of Hackable: How to Do Application Security Right. As a leader of ethical hackers, Ted has helped some of the world’s foremost technology pioneers defend against attackers, and he’s here to tell you stories about what they’re doing right (and what they’re doing wrong). You’ll learn exactly what to do and why to do it.

Conference Sessions

International Service Management Days features over 60 Industry keynote and networking sessions from service management practitioners from all over the world. 

Select to review session descriptions.

Industry Keynotes

The service economy has transitioned to the experience economy. Yet, many of our measurements are still rooted in the tried and trusted ancient service management disciplines. Many organizations acknowledge the ‘watermelon effect’ plaguing them (that is where SLAs are green, but business customers are unhappy.) They continue to double-down on faulty metrics to rectify the situation.

A New and Innovative Framework for Successful Change. Balanced Diversity - Realized by Research. Deliver by Design. In 2011 saw the publication, by itSMF International, of Balanced Diversity - A Portfolio Approach to Organizational Change. The book introduced the service management industry to a new and innovative framework for embedding change into the fabric of the organization. The framework is based on a systematic review of 15 years of research and 179 studies asking how change can become an enduring part of the organization.

The session will explain what is DevSecOps and why it is important in today's world. It will explain the values of DevSecOps and various concepts related to it. Then How ITIL4 has incorporated DevSecOps in the various practices.

Learn more about ITIL4 Best Practices along with Business Relationship Management Body of Knowledge. This talk shares practical insights of implementing business value through the best practices of ITIL4 and BRM Body of Knowledge to  create your organization's transformational toolkit.

How conventional planning collapses in the face of escalating volatility and uncertainty. ITIL 4 understands that, it's baked into the principles. We look at how we think about the future to survive and thrive.

By its own admission, Site Reliability Engineering is Google's approach to service management. Enterprise interest in SRE is on the rise that closely aligns Operations and ITSM to Agile and DevOps. This session will explore SRE from a service management perspective including a look at key ITSM practices such as Service Level, Incident, Change and Capacity management. We will also look at the emerging role and responsibilities of the Site Reliability Engineer.

The first ITIL 4 guiding principle is “Focus on Value”. Value is a common thread shared by almost every best practice or methodology from ITIL to Lean to DevOps. Understanding, focusing upon and improving value ultimately is the most important thing any organization can do. This presentation introduces a back-to-basics model and guidance on how to maximize your organization’s value explored within the book, “The V*A*L*U*E Formula.

This presentation will feature practical examples of key areas to address to sustain the longevity of service improvement initiatives. Amongst the topics we consider are sponsorship, ownership, outcomes focus, measurement, holistic approaches, confirmation bias and expectations management. Attendees will take away a practical checklist of risks to address to sustain service improvement in their organisation.

Strategy is one of the most important areas for ITSM professionals who want to grow their careers. The new ITIL 4 Digital and IT Strategy book provides a clear picture of what strategy is and how it works. But what will it mean for those of us in working in the front lines of IT and the business? How can we use DITS to grow our career and make a real difference to our organizations?

Digital transformation – the latest industry buzzword driving ‘agile transformations‘ and the adoption of new ways of working such as Agile and DevOps, all in an attempt to deliver Value to our customers and value to our business. ITIL4 is the latest ITSM framework which talks about Value systems, Value chains, Value streams. Yet we have been talking about Value for years in ITSM and struggling? Why do we struggle? What do we need to do differently if we are to succeed now in this age of digital transformation? One problem is that Value looks different to whichever stakeholder you ask. The Business? Development? Operations? The Customers? The Users? ITIL4 talks about the ‘co-creation’ of value. What does this mean? Takeaways: Why CEOs take away the 'value equation' and how YOU can use it. A mini set of survey questions you can test in YOUR organization, 10 takeaways from hundreds of orgs that YOU could take away and start applying.

This session shares insights into where the world is going, and what part IT will play in it. Agile thinking is transforming IT, organisations, government, and society. Its impact is far reaching, a refresh or step change that comes only once or twice a century. It is leading to new ways of working: iterative, incremental, experimenting, exploring complex systems. These are displacing the ideas of big-bang projects; zero risk; certainty and accuracy; plan once execute perfectly; failure is not an option. IT is the thought-leader for the wider organisation.

Tư duy linh hoạt đang biến đổi ngành CNTT, các tổ chức, chính phủ và toàn xã hội. Tác động của nó đã lan tới khắp mọi lĩnh vực của thế giới, nó được ví như sự phục hưng trong quản lý, điều chỉ xảy ra một hoặc hai lần trong hàng thế kỷ. Sự thay đổi lớn này dẫn đến những cách làm việc mới: thử nghiệm, lặp đi lặp lại, gia tăng, khám phá các hệ thống phức tạp. Những cách thức mới này đang thay thế tư duy về các dự án lớn; rủi ro bằng không; chắc chắn và chính xác; lập kế hoạch một lần, thực hiện hoàn hảo; thất bại không phải là lựa chọn. Bài thuyết trình này chia sẻ những ý tưởng về cách thế giới đang vận hành và CNTT sẽ đóng vài trò gì trong thế giới đó.

Networking Sessions

A certification for applied service management has been developed by the German chapter. This is designed for professionals with an ITIL or FitSM theory certification to demonstrate their ability to apply and execute service management principles into practice. The road to certification is done in 3 stages: comprehensive project description, testimonials by 3rd parties, assesments.

An open audience discussion to share input and opinion on the State of ESM Maturity: What does it take to make it real? What are enablers and disablers of ESM and can an ESM Strategy Impact Enterprise and Employee Productivity?

The long-awaited final chapter in the ITIL 4 book series, “Digital & IT Strategy,” is finally here. And several of the DITS authors (and lead editors) will be on hand to discuss the book and answer all of your questions. So join us in an interactive and thought-provoking discussion around developing a digital strategy, crafting a compelling vision for digital change, nurturing an innovative culture, and leading teams through volatile and uncertain times.



A certification for applied service management has been developed by the German chapter. This is designed for professionals with an ITIL or FitSM theory certification to demonstrate their ability to apply and execute service management principles into practice. The road to certification is done in 3 stages: comprehensive project description, testimonials by 3rd parties, assesments.

We've been lucky to have two presentations focused on mental health during this event. Join the speakers at a roundtable networking session.

If you miss speaking in your native language, or want to practice your Spanish, join Axelos' Luis Ribero for an open networking discussion in Spanish.


Product Management ensures the greatest customer value at the lowest cost. With extensive customer understanding and empathy, PM works together with a range of stakeholders to come up with original and sometimes boring solutions to tackle valuable issues. This presentation tells the story where collaboration with other teams (like IT, DevOps and Security) resulted in smarter solutions that reduced operational costs and increased customer value.

In today’s disruptive world, successful organizations must be fast, agile, and cloud native. They must deploy enterprise solutions backed by robust, AI-enabled services to build business models focused on employee speed, efficiency, and excellence. Enterprise organizations must integrate, deliver, and effectively manage compelling innovations at an ever-accelerating pace. In this session, you will learn how to best break down the silos between IT and DevOps as well as methods successful companies are using to win in the marketplace.

As organizations everywhere are adopting more agile ways, like DevOps and Continuous Integration/Continuous Delivery, Change Management and its signature CAB has become increasingly problematic. This session will introduce adaptive Change Management that’s engineered into the value stream. I’ll present practical steps you can take right now to move toward High Velocity Change Management. If you’re feeling the pinch of Change Management in an Agile world, this session is for you.

ITIL 4 clearly deviates from v3 by introducing the concept of co-creation of value. How do organizations and teams pivot to this new way of working? In this session, attendees will be introduced to the phases of migrating from a product-centered and service-centered delivery model to a user centered approach.

This pragmatic presentation covers the key elements of Digital Service Management and focusses on creating Velocity in your critical IT processes.Velocity is about speed and direction, resulting in value creation for your customers and business. This pragmatic presentation will provide practical answers on how to address this.

How a disruptive experience can bring new insights. With the appearance of ITIL 4, the understanding of how service management enables organizations to be more efficient got challenged. Not because the previous versions of ITIL were no longer valid, but because ITIL 4 extended the focus towards what ultimately matters most: Stay relevant in the digital economy, being able to delivery at the speed of consumption and having satisfied customers. It is a shared responsibility of the whole organization to realize that goal. That understanding triggered an disruptive insight. Join me as I share my journey and how this culminates in: ‘I herewith declare all frameworks married with these words: ‘connect, focus and may velocity be with you’

Cloud Management is the future of NOW. How do we tame a world with unlimited potential and potential for unlimited cost? Our discussion will be focused around the Cloud issues faced by the Enterprise and why the Cloud can create dark spots in the Enterprise. How do we control cost and employ a User Experience that can digitally transform the Enterprise with Scale, Value, and Savings.

Learn how 4me is Redefining Unified Service Management; Empowering Enterprises and Service Providers with the foundational pillars and key principles that enable true Unified Service Management.

Much has been made in the last few years about the importance if Customer Experience. Before that much was made of the importance of Customer Service. Are they the same thing? If not, what's the difference? As part of this session, there will also be a high-level overview of the relevant metrics and measures. What are CSat, NPS, and CES? What in the world is this new kid on the block called QSTAC? How do they add value? And how do they inform decisions that steer a culture?

As in the movie HomeAlone, it seems that Dev and Ops have gone on a journey and forgot to take testing/QA with them. We hear big companies tell stories that they have no more testers, all testing is done in production, everything is fully automated by dev, etc. The actual truth lies somewhere in between these statements!

The digital age is firmly upon us, and this offers you as a Service Management professional as many opportunities as it presents challenges.   The role of the Digital Transformation Officer can make the difference between a company meeting the challenges of this transformation head-on, or being left behind in the race to utilize digitization. Attention will be paid to the role of the Digital Transformation Officer, and the guidance for Digital Transformation contained in VeriSM™. This could be exactly the boost your career needs!    

ITIL4 has distilled and set out guiding principles that will help people improve and maintain their services. But the strength of these is their basis on old-fashioned common sense. So old-fashioned in fact that they are just about the same principle I learned from my grandmother. Expressing them again in my grandmother's words can help us see them more clearly and make us realise that, for all our modern sophistication and technology the key elements of our approach remain the same.

Experience and examples of IT Service Management and Project Management within the global companies (What are my Lessons Learned?) - How I had to learn that the hard way. Real examples and scenarios (ITSM, Leadership, Agile approach, the different ways of communication in multicultural environment).

Development and deliver of innovation at the speed of business has never been more critical for success. Using an Agile/DevOps approach creates a very complex environment that is ever scaling and expanding, presenting multiple complications on how to deliver service management excellence. In this session, you’ll learn how to effectively tactics to deal with these issues using modern ITSM technologies, automating business processes and RPA, and reconciling systems through discovery and CMDB. All aiming to enable faster delivery of compelling services in the most efficient manner possible.

Once started as an IT Service Management implementation, Egmont now runs true Enterprise Service Management over multiple departments. An achievement mainly driven by demand from the different departments. This has already led to a much improved employee satisfaction score and improved collaboration between the different functions. By adding automation and integration to the mix, Egmont is now on its way to increase the efficiency of all enterprise services and with that, to further improve employee satisfaction! Come listen to Egmont's real life story about Enterprise Service Management in a company where digital excellence is a core requirement!

Let’s exchange thoughts on the governance challenges that Robotic Process Automation (RPA) are bringing in our organization. The presentation will start with an introduction of what RPA is. What value will it bring (or not …). Together with the value discussion, we’ll go through the new automation opportunities that Artificial intelligence is creating. The different RPA solutions available on the market will be presented. Finally we will close the session by sharing the challenges an “Automation Centre of Excellence” will have to face and what the potential responsibilities splits are between the Centre of Excellence, the IT and the business.

We will be discussing elements that are key for an organization to achieve optimal effectiveness and efficiency while delivery maximum value to its clients. We will be looking at examples of modern Service Governance structures, policies and guidelines.

Service and Support teams are a hub of information about a company - they interact with almost every aspect of the data used by the company, work with the dfferent tools that contain that data, and collaborate with the departments that own that data. This session will discuss specific initiatives that Service and Support teams can leverage that far-reaching, comprehensive perspective on the business to lead digital transformation and technology modernization that will benefit the entire enterprise.

This presentation walks us through how the principles of various frameworks and approaches to working, including DevOps, Agile, Lean, COBIT 2019 & ITIL4 support teams to work smarter. We will be exploring why I believe that if you understand the principles of each you can identify some shared principles, which will help you to decide: do you really need anything else?

What are the secrets to a great experience and accelerated time-to-value when migrating to a new ITSM solution? We will share real world experience gained from ITSM projects across many industries and every size of business, so you can feel better prepared. Join us for a journey through the ideas and actions that can get your project, your team, and your company on the right track before the project begins.


Explore the use of automation and AI with observability to improve event correlation and causation outcomes.

This session will explore how organizations can leverage cybersecurity frameworks like the NIST framework alongside ITSM capabilities to help optimize investments and organizational cyber risk. Visit our Gold Sponsor TSO's booth on the expo floor: all conference attendees will receive a free certificate for a NIST workshop!

Organizations must evolve to meet new expectations for how service is delivered to employees and end-users, which is especially important today as the COVID-19 pandemic has most working remotely. End users expect a consumer-like modern experience that enables personalized, intelligent access. Organizations look to AI technology to enable end users to resolve their questions quickly and free up service desk agents to concentrate on more complex, higher value work. AI-powered virtual assistants powered by an intelligent knowledge base are essential solutions to make sure productivity and customer satisfaction are maximized. You will learn how to best establish a knowledge strategy that can scale across the entire enterprise to drive compelling, intelligent, and efficient self-service experiences. Visit our Gold Sponsor TSO's booth on the expo floor: all conference attendees will receive a free certificate for a NIST workshop!

Since end users have no way to secure IoT devices, the public relies on our efforts as technologists and process experts to help. Learn more about IoT village and their efforts in this critical area.Visit our Gold Sponsor TSO's booth on the expo floor: all conference attendees will receive a free certificate for a NIST workshop!

The presentation talks about the case study of a real world IT4IT of Digital Service Management. A large company with Global spread and strong legacy has started towards the first step of IT4IT. It describes the approach that we have taken - Think Big.. Start Small .. How we educated the stakeholders, pre-requisites, challenges and how we dealt with them.

An increasing number of organisations use digital technology to do things significantly differently, or do significantly different things. This places higher demands on those who develop, manage and support digital solutions. A different way of thinking and working is required, and this is what ITIL® 4 High-velocity IT is about. In this session, the lead editor of this new ITIL module will give you a guided tour of the book.

Are you realizing service value from the application of best practices? or are you stuck with process implementations, technology features increasing creating more complexity or other challenges? In this session, the principles of ITIL and how to overcome the challenge of realizing value for your ITSM related projects will be addressed.

DevOps & ITSM are thought to be on either side of poles. DevOps is not the wand for all the problems that exist in the IT world. Rather other bodies of knowledge are needed to answer the What & How part of cultural and mindset change to have business agility. That is where the IT Service Management (ITSM) value holds. This talk will present to you how, clarifying it with case studies & more.

ITSM Onboarding for Service Providers deals with some key topics, which Service Providers should clarify with their Customers, in order to ensure their mutual understanding on the Value, Measurements, Communications, required Inputs and Outputs, resources, Tools and Governance, before the Service/Solution GoLive. The session can advice how this important data should be agreed and documented during ITSM Onboarding Project, in order successful Operations to be ensured.

Learn how to apply ITIL 4 guiding principles and continual improvement to your knowledge systems utilizing the Knowledge Center Service (KCS) methodology.

Leaders say go do (fill in the framework) and do it by this date. They do not appreciate what they have asked nor do they exhibit the attitude and behaviours to create the culture for what they have asked to be successful. This session will look at language with practical examples and provide leaders, at any level, tips on how to say what you mean and then provide leadership of that behaviour.

ITSM is more than just ticketing and routing work. Using automation, machine learning, and analytics, while embracing Continual Improvement and Service Performance monitoring, you can take your ITSM game to the next level. ServiceNow customers have achieved real digital transformation using ITSM Pro by enabling self-service capabilities coupled with data-driven decision-making for targeting improvement opportunities. Come see how NOW is making the world of ITSM work, work better for people.

SIAM has been around for some time now, and the publications of the SIAM Bodies of Knowledge has helped to codify the best practice common sense around managing multiple service providers, mainly through the introduction of the service integrator. The MAIDE model presented is a model that Kinetic IT has been using, in different guises, at a number of our customers and as such perhaps can be best classified as a ‘case study’.

Digital transformation, Product Management and Digital strategies exposed a gap in how Service Management is perceived versus it's critical role in enabling the modernization of organizations. COVID 19 pushed Service Management back into business consciousness. This session will discuss the fit of service management with digital organizations and how your organization can use it to drive success

Following the success of the ‘Mental Health First Aid - Awareness in the Workplace’ session, Rosemary and Claire are updating the data previously presented and moving on to consider the next steps in recognising when someone has a mental health issue and what to do about it. This session will allow attendees to explore scenarios they have experienced (or might experience) in the workplace, and to consider how they should respond under various circumstances. It also looks at the impact Covid-19 has had on mental health.

ITIL 4 guidance for first published in February 2019, with subsequent publications released across 2019 and 2020. Over the last two years, organizations around the world have begun adopting ITIL 4, transforming their ways of working to be better aligned with the needs of their organization - be that supporting agile software development, improving customer satisfaction, or managing IT risks in a more responsive way.

In this session Katrina discusses her ITIL® Master’s thesis: “Outcome Based Agreements -  the role of ITIL and the passenger experience.” You will learn how IT metrics such as availability & response times were not the focus of the airlines service level agreements.   Metrics demonstrating suppliers contribution to business outcomes such as on time performance & being served the correct meal were.

Katrina will demonstrate how her innovative approach to the design IT Service Management has had a resoundingly positive impact for IT organisations and service providers enabling a culture of partnership & innovation.

One of ITIL 4’s guiding principles is ‘optimize and automate’. So how do we do that? This session describes when value stream mapping is an effective way to transform work when needed, and when other continuous improvement methods aimed at optimizing processes and procedures will do the trick.

ServiceNow's biggest strength is that it lets you do whatever you need. ServiceNow's biggest drawback is that it lets you do whatever you need. As years go by, undocumented citizen development and unchecked data growth create an environment that makes it extremely hard to migrate to the latest versions of ServiceNow. This session will explain how you inherited all this debt, and what you can do to pay it off and improve the value from your ServiceNow investment.

IT organizations have an increasing pressure to effectively respond to business needs, deliver positive end-user experiences, and drive productivity and value. In this session, Pasi will explain how measuring end-user experiences, sharing the experience data with everyone, and being able to identify improvement areas, will enable you to adopt an experience management culture to boost your digital transformation efforts.

ITIL 4 is embedded in everything we do. You may be surprised to hear that ITIL 4 concepts and elements can even be applied to successfully helping people like me to reach Everest base camp. Join me for the session ‘Reaching Everest Base Camp with ITIL 4’ to hear my personal journey and discover how guiding principles, customer journeys, value streams and practices were used to navigate the trails and glaciers of the Himalayas.

Please join me in learning how workforce optimization and process optimization strategies can provide the real-time visibility into agents, teams, and processes that can ignite and optimize your digital transformation to the next level. Gain the ability to consistently monitor performance, analyse workflows to identify issues or areas of improvement, and take remedial action to improve business outcomes. With a focus on workforce optimization managers and team gain increased efficiency, greater productivity and cost savings - as well as increased agent and customer satisfaction.

Inside-out thinking fosters the misconception that the introduction of new technologies such as AI and Machine Learning will solve all problems, resolve all incidents, and make the need for the human service desk disappear. The application of technologies will not accomplish substantial change; substantial change is accomplished when thinking changes. IT is still stuck in the search for silver bullet solutions. This presentation lays out clear steps to correct the blind spots and produce better results and outcomes.

The employees of a typical enterprise rely on many different services from functions like HR, IT, Finance, etc. In order to control the costs of these services, they need to be measured. Cor will offer a pragmatic way to capture the different cost components of a service in a service management application so that this application can be used by management to identify waste and optimize resource allocation.

The way we work is forever changed as a result of the 2020 pandemic. This is a strategic look at how the how it has changed and the ways in which enterprise service management can make it easier to address the new challenges service providers will see in 2021 and beyond from the front stage view and the back stage, provider view: customer expections for support and what IT needs to do to provide it.

Shift left is a principle that focuses on sharing your service desk’s knowledge within your organization. The basic idea is simple: skilled specialists in the back office make their knowledge available to less experienced front office colleagues, helping them answer more difficult customer questions and at the same time change the culture of your end-users to actively start using self-help. This presentation will provide you an approach of combining theory and realistic tips & tricks to make shift left practical and successful within your organization.


Our organisations are complex organisms, new ways of working have complicated our view of the world. What happens when you have three teams that all have a role in communicating with our business partners? Our Service Desk is a “single point of contact”, our product teams are “the voice of the customer” and our BRMs are our strategic partners with the organisation. Can these three parts of the IT organisation work in harmony? How do we create a balance that does not see our business partners deluged with “those people from IT”? What do we need to do in order to stop tripping over each other in our rush to talk to “the business”? We all need each other, when the balance is right we can provide a seamless connection, converging the IT function with the rest of the organisation. Join me to get some ideas and direction on how to get it right.

True digital transformation requires innovation at different levels. Unless your strategy enables innovation to succeed, it’s just busy-work. Once an innovation proves to be feasible, many organisations will fail to translate ideas into winning products and services because even the way we operationalise ideas has changed! To succeed, you need to master the strategize, innovate, and scale cycle!

What attributes do amazing staff possess, that enable them to be recognised as WOW people ? The session covers 10 'ingredients' that make up a metaphorical 'Culture Sauce' that will drive staff to become WOW, and not just great service personnel.

Most IT organizations are transforming their IT operating model leveraging new practices such Agile development, Continuous Delivery, Cloud Management and DevOps. As a result of this transformation, traditional ITIL service management processes are being challenged for their relevance. This presentation will show how DevOps and ITIL should be combined in order to manage the new digital ecosystem while at the same time being able to meet the increasingly stringent requirements imposed on IT service delivery.

Sustainable service governance is a basic requirement for delivering ongoing value to stakeholders through services you provide. This session will provide an insightful look on how to achieve sustainable governance, and thus sustainable value.

Empathy is a skill we use to influence relationships, outcomes and experience. This session looks at the need for an empathy culture to adjust the way we co-create value through the customer and employee journey. A variety of frameworks provide guidance on embedding desirable and sustainable behaviours that go beyond understanding the context of the other person in our interactions.

This session will demonstrate a variety of visu­a­li­za­tion types that could be very useful for managing services but are rarely seen. Learn more about the distinction between “data visualization” and “information visualization” and how you can use them.

In many cases managers are not properly trained for the responsibility of becoming a leader. True leadership is a never-ending experience of personal and professional evolution and does not happen overnight. The focus will be around helping individuals grow their careers no matter where they are now keeping them engaged in their work, their teams, and their careers.

Introduction to Experience Level Agreements (XLAs), and how they augment, not replace, existing Service Level Agreements (SLAs). Learn what XLAs are and how they augment, not replace, existing Service Level Agreements. Learn why XLA has been listed on the Gartner Hype Cycle as Emerging, with 5-10-year plateau.

Using Machine Learning to "find the truths" in your data. Modern Machine Learning techniques have the power to expose the truth about our ITSM data. To cut thru the miss-categorizations, the re-categorizations, and the confusing descriptions. To show us how to best categorize, prioritize and assign. To find similar incidents that we've already resolved. To cluster data to find truly useful automation opportunities. To use models to predict resolution times. Join me as we walk thru the power of Machine Learning to transform Service Management operations.