itSMFI 2016 Forum Focus - December Forum Focus ITSMFIV3 | Page 13
itSMF.se
Roadshow 2016
For the third year in a row, itSMF Sweden organized a ‘roadshow’ in which similar one-day
conferences were held on consecutive days in Sundsvall, Stockholm, Gothenburg and Malmö. The con-
ferences had a common theme – service onboarding – and involved two international
speakers, in addition to the local speakers from each itSMF region.
This publication summarises both the individual presentations in the roadshow and
the roadshow as a whole.
It also includes references for further information about certain topics.
The individual slidedecks are available here: Click Here
Although there was a great variety of presentations, the
recurring topic was dealing with change. This was formulated
in different ways – change, implementation, improvement,
modernisation, innovation, restructuring and digitization – but
the common theme was change.
Within this overarching topic, various themes could be
identified:
speed of change – making sure that the enterprise can
keep up with the rapidly changing environment
organisational and cultural change – now we have the
process part of ITSM more or less under control,
attention is shifting to more enlightened ways of
making the most of people, and making IT a better
place to work
understanding the interests and perspectives of
customers, users, managers, and suppliers, and
including them more closely in the process of
co-creating value
For a detailed summary of this Roadshow—Click here
13 itSMFI Forum Focus—December 2016
the customer service experience as part of the value
proposition
repositioning the IT function in the (digital)
enterprise from a subservient centralised
order-taker to being regarded as an equal
co-worker, working with the business partners
towards common enterprise goals
managing dilemmas such as change versus stability
and innovation versus efficiency
struggling with over-simplified management
perceptions (e.g. “Let’s replace ITIL by DevOps”)
establishing (service) ownership and digital business
leadership
dealing with complex, emergent organisations in
which rigid project plans and formalised processes
are not effective ways of working