Cees specialises in managing enterprise management environments, resolving complex ICT architectural and organizational situations in large enterprises. He has been working on large AI and ML projects, service management, outsourcing deals and European tenders and has worked for national and international companies in various industries. Learn a bit about Cees before his session at SITS, The Service Desk & IT Support Show on the 11-12 May 2022 at ExCeL London.
1. Why would you recommend a visit to SITS?
The event will be showing the latest developments in the service management industry. It allows people to learn about the latest technology and make the right decisions for their organisation. It is one of the biggest events which means visitors get a view of the latest and greatest developments in the industry over two days. Efficient and effective. And of course it is a great place to meet customers, partners, suppliers and contacts.
2. What’s the best advice you’ve ever been given?
First listen to the full question before asking questions or coming up with solutions. Getting an understanding of ‘the question behind the question’ allows you to come up with the best possible business value instead of giving a technical solution. Usually a technical solution by itself does not bring the maximum value to a company. It is all about people, process and technology that can bring value. Especially in these days of digital transformation and IT4IT, we need to have an holistic view of the situation and best possible solutions.
3. What is one common misconception about the industry you would like to change?
In general it is the idea that a tool will solve the problem and it needs to be customised because a company has unique processes. This most of the time results in a massive landscape of customized tools that hamper version upgrades and do not integrate, leaving a company with silo’s of data. A situation that makes it difficult for companies from taking the next steps in digital transformation. To enable maximum value companies need to be able to combine the data from different systems and sources to bring additional value in the business processes. That’s where the combination of People Process and technology will solve this silo thinking.
4. Do you have any goals you’d like to achieve at SITS 2022?
First and foremost we are there to connect with our network in the industry. The combination of clients, partners and suppliers is important. And of course the opportunity to share knowledge on how the use of data and artificial intelligence will change the way processes are set up and run. This statement is always key: An old business process + new (expensive) technology = an old complex and expensive business process. To explain a little further: to succeed in creating business value the use of data and Artificial intelligence needs to be used in the right way in a process to deliver value. The process might need to change to facilitate this use.
5. What are the key points you’ll be covering in your seminar session?
Presentation Synopsis: We are all familiar with a rapid changing world due to the increased speed of innovation and disruption of markets using new technologies. The market asks more and more from businesses to respond instantly and deliver top-notch service. This trend puts more pressure on supportive departments like IT to keep up with their businesses. The use of AI, ML and automation has become a necessity instead of a luxury. But how to use it? Step into the world of self- healing capabilities and explore how to use the data where it works best.
Presentation takeaways:
1. What will be the role of AI/ML in the coming 5 years in Service Management
2. How can a business benefit from self-healing capabilities?
3. How do we remove the barriers to digital transformation
Cees Bos’s session on ‘The future of AI and Machine Learning in Service Management‘ will take place in Theatre 1 on 11 May at 1pm, at SITS, The Service Desk & IT Support Show at ExCeL London.