Cees Bos has 20+ years experience in ITSM implementations in enterprise companies and more than 15 years experience in using data to transform business in various industries. 

Don’t miss Cees taking to the stage at SITS to deliver the seminar ‘Demonstrate maximum value from investments in Service Management‘ on 17 April at 2-3pm.

 1. What’s been the proudest moment in your career? 

When I set up a company focussed on IT service management consulting and training I got involved in a tricky situation between an outsourcing company and a government organisation in Belgium. The outsourcing contract was signed and tension between the two parties was growing into a fight. My involvement was aimed at getting the IT service management organisation of the outsourcer to become effective as well as rebuilding the relationship between the two parties. Setting up the processes, training the people and improving the way of working, resulted in a successful relationship between both parties and an effective IT service management organisation.

 2. What tips would you give Service Desk & IT Support Professionals looking to drive their IT services forward? 

• First of all it is important to set a goal, a marker in the horizon that defines what you want to achieve for your customer. Then look at the possible ways to achieve this result and what it means for your IT service management organisation. Define the right performance indicators to measure the result. And more importantly, by which you can prove the added value of the improvements.
• Do not get stuck in the trap of defining a big project to achieve the goal as a separate stream of work. Start a continuous improvement process with the teams that are involved in the day to day business. Working with the teams will ensure the improvements get embedded properly.
• Create a multi-skilled team. With that team you can identify the improvement area´s and prioritise low hanging fruit to showcase results. Also look for possible innovations that fit your purpose. Celebrate success and remain focussed on next steps.

 3. What’s your most memorable work moment? 

There are quite a few memories coming up when I think about this question. All those memories have a commonality. It is making a difference for customers or colleagues. Either by optimising processes, using innovations or finishing a complex project to achieve their goals. In the Netherlands I once had to setup a support organisation, processes and infrastructure in 2 weeks. This support organisation was needed to support multiple government organisations using a new system. It was a special moment from the first design of the processes to the actual start of supporting users.

 4. What are the key points you’ll be covering in your seminar session at SITS? 

This year I am going to talk about the value of service management and more explicitly how to demonstrate the value of investments in IT Service management. The pressure on departments to demonstrate the value delivered becomes more and more important. Many investments have been made to create a good operating service and support organisation. But not all investments lead to the expected result because of a lack of integration possibilities. In this session we will enter the world of integrations and practical tips for implementing the integrations in a manageable way. And the ability to demonstrate the business value from the investments made. Starting from an architected plan to implement the improvements all the way through to demonstrate the (additional) value.

 5. What are you looking forward to the most at SITS? 

SITS is always a well visited conference with lots of top speakers and knowledgeable people working in the service and support area. I´m looking forward to meeting friends, old colleagues and making new friends. Also having useful conversations on the trends in our business. And last but not least: getting up to date with the latest and greatest information, as well as sharing knowledge.

See Cees speak at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.