Establishing a Service Catalogue  
A practical approach and case study
Colin Rudd, Chairman,
itSMF UK
(Language: English)

Small scale ITIL – hvordan og hvorfor? 
Stig Ellingsen, Prosesshuset og Signe-Marie Bjerke, DNV GL
(Language: Norwegian) 

Lean workshop: hvordan bygge forbedringskultur gjennom praktisk arbeid
Torstein Salen, Steria
(Language: Norwegian)

Venteliste

Configuration Management from a value perspective
Carlos Casanova, 
K2 Solutions Group
(Language: English)

Effectively Using Metrics to Manage and Improve Service Desk Performance
Rae Ann Bruno, Business Solution Training Inc.   

Apollo 13 Simulation
Helge Rognlien, Steria.
En praktisk og engasjerende øvelse i IT Service Management. Den populære simuleringen lanseres nå på konferansen i komplett norsk versjon.

COBIT 5:  Everything the Service Manager should know to drive governance
Robert Stroud, Vice President Strategy & Innovation, CA Technologies
(Language: English)

Teamutvikling og kommunikasjon - hvordan bygge effektive team?
Camilla Henning, LYKKES
(Language: Norwegian)

Clear thinking for a complex world
Stefan Brahmer, Senior Consultant / Manager Channelpartner EMEA, Kepner-Tregoe and Thomas Fejfer, Partner, CFN People
(Language: English)

Cookbook, common language or virus? How do you adapt best practice to different cultures?
Christian Nissen, CFN People
(Language: Dansk)

The Knowledge Centered Support (KCS) Difference​
Rae Ann Bruno, Business Solution Training Inc. 

Apollo 13 Simulation fortsetter
Helge Rognlien, Steria