Please find here the presentation of the session that took place on 22/03/2022
Archive for month: March, 2022
In the early 1980s service marketing emerged as a separate field of study side by side with the development of ITIL. But for some reason the two never met. While service marketing focused on the consumer’s role in the service consumption processes and especially the encounter between the consumer and the service, ITIL was focusing on service provision and the service provider’s processes and practices. However, it is never too late to catch up. With the ITIL 4 Drive Stakeholder Value publication the two finally met and sweet music filled the heart. The publication combines the best of both worlds and provides practical guidance on how to co-create value through close engagement. Explore the customer journey step by step and get practical advise on how to:
– Understand value propositions
– Foster relationships and engage with stakeholders
– Shape demand and design service offerings
– Align and agree on expectations
– Onboard customers and users
– Co-create service experiences, and
– Realize value
Also, engage in the discussion about to which degree these insights are relevant to internal IT organizations and how they relate to a decade where product orientation is king.
Biography: (pic attached) Christian F. Nissen has 35 years of experience in the IT domain, especially with IT service management, IT governance and Information Security. He is recognized as an international thought leader, author and lecturer, but also as an experienced and down-to-earth practitioner striving to make things happen in real life. He has a long proven track record from consulting of more than 150 of the largest private and public organizations in Denmark. He has contributed to the development of both ITIL® and COBIT® best practice, and most recent he is the lead author of the “ITIL® 4 Drive Stakeholder Value” publication.
For software testing, there is the challenge of literally going beyond the boundaries of test environments to validate the customer experience. What does this exactly mean? To what extent can the term “subjectivity” help us in this journey?
And if possible, how can we align this with factual reporting as we are used to in testing and IT service management through SLAs.
This session will provide some answers on value assurance from the angle of software testing.
Biography
For more than 24 years Wim Demey has been active in software testing and has evolved to a generalist covering different aspects and roles within testing.
Driven by versatility and a great eagerness to learn new things, Wim is always looking how and where he can stretch his comfort zone to manage new challenges. This fits perfectly with his role as Solution Architect Testing for CTG Belgium. In this role he supports & advices customers about their testing related challenges. He has a special interest in technical topics like performance testing, test management tools and AI.
Wim is a regular speaker at (inter)national test conferences & seminars.