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

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

Lean workshop: hvordan bygge forbedringskultur gjennom praktisk arbeid (Lean workshop: a practical approach to building an improvement culture)
Torstein Salen, Steria
(Language: Norwegian)

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.
An exciting and practical exercise in IT Service Management. A complete version in Norwegian of this popular simulation is being launched at the conference.
(Language: Norwegian)

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

Teambuilding – hvordan bygge effective team (Team building – how to build effective teams)
Camilla Henning
(Language: Norwegian)

Walk the line
Kepner-Tregoe – Rapid problem resolution
Thomas Fejfer and Stefan Brahmer, CFN People A/S and Kepner-Tregoe EMEA
(Language: English)

Best Practice – kokebok, felles språk eller virus?
(Best Practice – a recipe, a common language or a virus?) 
Christian Nissen, CFN People
(Language: Dansk)

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

Apollo 13 Simulation (continued)
Helge Rognlien, Steria