50. Future skills for Service Managers

Phoenix, United States

Educating and coaching leaders, professionals and teams are Mart’s passion and is what he has been doing for nearly three decades. Mart works for INTERPROM, a coaching, consulting, training and education firm. Examples of areas he has specialized in are business relationship management, service management, information security management, and project and change management. He is looking forward to sharing his experience with you and to answering your questions.

Mart's proudest achievement: An achievement I’m looking back it is organizing, along with 20 passionate volunteers, a decade long, the annual Arizona ITSM Summit. A one-day event visited by 250+ local ITSM enthusiasts. And sponsored, year-after-year, by 20+ loyal vendors, including Forrester Research and Gartner.

Germany and The Netherlands

on behalf of APMG Stephan is working with Channel Partners and Trainers in the education space. He achieved business growth in the region and has used many of his capabilities in the IT Service Management and Project Management environment to engage with the community and to improve the relationships with his customers. Prior to his career with APMG Stephan has been the Managing Director of a training and consulting company. From his studies in law and communication sciences he started his career with IBM and a Germany based systems integrator.

Stephan is a member of the BPUG and a board member of itSMF. His engagement in the community helps him to contribute to a variety of topics in the industry. He is certified in IT Service Management, Project Management and is a Business Relationship Management Professional.     

Gary got involved in the people business the hard way. At the age of 14 he started an organisation organising national events to raise money for Cancer Research. You think you have trouble with your teams, try to persuade over 40 volunteers who have just discovered a social life to work hard and deliver without being paid. By the age of 16 they had raised over £150k for charity and had organised over 30 events including a record attempt for the largest Jazz band to play in one place, and the round London bike ride which is still going today sponsored by a key London Radio Station.     

Always looking for the path of most resistance he was ready for the corporate world and has since developed a fantastic reputation as a leader throughout Europe.

Gary is a Change Agent, and an accomplished Senior Executive with 25 years experience of Complex Sales, Consulting, development and leadership at all levels and in many different countries and cultures.

His previous roles have included Customer Services Director at BT, Global Communications Director at Galileo International, Consulting Director at NCR, EMEA head of Outsorcing AT&T, EMEA Professional Services VP at Orange, Global Head of Services at COLT and Managing Director at NSC GLOBAL.

Now a senior partner with Positive Momentum his specialisms include: Sales Leadership, Change and Transformation, Motivation and Direction, Stakeholder Management and Cross Functional harmony.

Gary is the host of “The Company Doctor” podcast, a fast growing business podcast across Europe.

Dierk Söllner helps his clients with the vision of "strengthening people and teams - empathically and competently" as a trainer and coach. As a certified business coach, he supports teams as well as specialists and managers with current challenges through professional business coaching and training. Combined with his long-standing and comprehensive professional expertise in IT methodological frameworks, makes him a competent and empathetic companion in personnel, team and organisational development. Dierk runs the German speaking business podcast "Business Akupunktur”, has a teaching assignment on "Value Stream based Design for IT Organisations" at NORDAKADEMIE Hamburg and also has published the reference book "IT Service Management with FitSM". Dierk's clients range from DAX corporations to medium-sized companies to smaller IT service providers. 

• DASA DevOps Ambassador for Germany
• Book author of: IT-Service Management mit FitSM (German) which will be available in English in 2024 by TSO 

Dierk's proudest achievement is working successfully for more than 13 years as a self-employed consultant and trainer for a wide range of companies.

As an Enterprise Service Management Architect I help reduce complexity and achieve sustainable improvements with the USM Method: a unique proposition from a non-profit position. Service Management will never be the same again. 

I’ve produced more than 100 management books with thousands of authors and reviewers. In my latest book, “Unified Service Management, An Introduction to the USM Method”, I summarize the lessons learned from the past, into a single book on the topic of service management architecture and service management systems. In less than 200 pages, the book unlocks the future of Service Management. 

Jan's proudest achievement is setting up an international community of new thinkers in Service Management who can revolutionize the future of economic sectors like government, health care, education and industry with the help of the USM Method.