Speaking on service management

Talks

Closer to Home: ITIL's guiding principles among the modern frameworks. The framework wars are over. ITIL, Lean, Agile, Scrum, DevOps, Kanban, and SAFe describe the same enduring principles in different vocabularies, and organizations do best when they choose the vocabulary their people can adopt.

The Accidental IT Strategist: what Machiavelli knew about service management 500 years before ITIL.

The Art of Service: what Sun Tzu would have told your IT leadership team.

Drinking with the Philosophers: a Monty Python curriculum for ITIL.

Sacred Texts and the Service Desk: an audacious comparison.

Each talk builds on one of my articles, and each title links to it. Any of them can also run as a workshop.

Recorded seminars

These recordings come from BiTA Service Management's knowledge breakfasts (Kunskapsfrukost), online seminars on service management topics. All are in Swedish. More are on BiTA's YouTube channel.

Är tjänstehantering bara för IT?
With Anders Brunberg · September 2026 · 65 min
Service and product are two of the most confused terms in service management, and the confusion costs more than people expect. Starting from ITIL (Version 5), this seminar compares how DevOps, SAFe, and other agile frameworks use the same words, and offers vocabulary that holds up in daily work. The short version: the product is what we build, the service is what the customer experiences.

Det nya ITIL (Version 5): presentation och frågestund
With Anders Brunberg · February 2026 · 46 min
A first look at ITIL (Version 5): what changed, what is new, and what it means for people working in IT, digital services, and product development. A question-and-answer session follows, for newcomers to ITIL and certified practitioners deciding on their next step.

Humanising IT™: hur skapar du värde med medmänsklighet i fokus?
With Mikael Ramirez · February 2025 · 44 min
An introduction to Humanising IT, a model that complements ITIL 4 by moving service management from process-driven to people-centered. It covers human-centered design, closer alignment with the business, and how the approach lowers costs and strengthens engagement with users and customers.

ITIL® och pm3 i samexistens: mardröm eller möjlighet?
With Anders Brunberg · December 2024 · 52 min
Many organizations run ITIL and pm3 side by side and assume the two frameworks clash. This seminar argues they fit together well: pm3 gives concrete guidance for managing business processes and IT systems, and ITIL supplies the value principles that keep the work focused and in the right order. It closes with practical advice on building integrated processes that draw on both.

Optimera din ITSM: företagskultur, nyckel till effektiv IT-tjänsthantering och innovation
With Anders Brunberg · March 2024 · 43 min
How organizational culture shapes the effectiveness of IT service management, and how innovation can become a regular part of service delivery. The seminar shares lessons from practice and good practices that teams can put to work right away.

IT-förvaltare: verksamhetens viktigaste roll?
With Anders Brunberg · November 2023 · 45 min
What separates successful organizations from the rest? This seminar looks at what makes some people credible and effective as colleagues and leaders, and how to improve your own and your organization's ability to deliver. It also argues that well-designed IT application management funds future projects by realizing the benefits of earlier ones.

Kunskap för effektivitet i en osäker värld
May 2023 · 57 min
Good knowledge management is a precondition for operational excellence. This seminar treats knowledge as belief grounded in evidence rather than gut feeling, and looks at why people share what they know only when they see the benefit and the culture makes asking questions safe. It ends with a practical routine for service desks built into incident management: use it, flag it, fix it, add it.

Operativ excellens: med ITIL 4 som ett av verktygen
September 2021 · 39 min
When two organizations follow the same strategy, the one that runs better day to day gets better results. This seminar defines operational excellence in terms of value for customers and for the organization itself. It shows that ITIL 4, DevOps, Kanban, and SAFe rest on shared principles, much like the blind men in the old parable each describing one part of the same elephant. It then uses the ITIL 4 service value chain to map how value is created and ends with first steps for using ITIL 4 as a tool for operational excellence.

Getting started

Tell me about your event and your audience, and we'll work out which talk fits. Book a conversation.