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The Age of the Machines – Threat or opportunity

The Machines are coming – again! This time they even call it The Age of the Machines. For years manual work has been taken over by the machines, now they are also beginning to think for humans. We are talking about internet of things, artificial intelligence, 3D-printing, virtual reality, robots, sensors, augmented reality, quantum computing, cognitive technology and other trends that are evolving quickly. This evolution is also relevant for IT Service Management in two dimensions; How we manage services provided by and/or together with the Machines and the type of services we manage and provide.

The 2018 IT Service Management conference will take a deeper look at the new trends and take a 360-degree view at what the Age of Machines are, and what it means for our business as IT Service Management professionals - both now and in the future.

The conference will seek to answer questions like; How are we going to co-operate and manage the new technologies?

How will the new technologies affect and change our basic and well-known processes? And how are our tools to be modified to support new demands?

In addition, the conference will look at what the future will bring in terms of Enterprise Service Management, where other business support units are included in our business flows. And how will Automation, Robots and Internet of things affect all this?

The aim of the conference is to gather all who works with or have interest in in IT Service Management for two inspirational conference days, with focus on networking and new Insights. We expect to have around 130 participants in the conference.

The conference will have a setup with a good mix of lectures and cases, throughout the 2-day program. In the evening of the first conference day, we will serve a nice dinner with entertainment for all participants as part of the conference price.

The conference will be split into 4 tracks for speakers and 1 track for sponsors, and will be held in a mix of Danish and English, depending on the speaker.

Track 1: Technology

This track is about influence new technology has on areas like artificial intelligence with special focus on Service Management. Practical experience will be preferred, what has been done and what were the benefits – so forth.

Track 2: Strategy

This track contains sessions for the knowledgeable person working with Service Management. It will provide different approaches for setting strategies that utilizes AI, internet of things, robots, cognitive technology, etc.

Track 3: Opportunities

What are the potential benefits of the Age of the Machines – at least for the humans. How do you maximize the outcome and what do you need to avoid? Where is that the human brain and knowledge can still add value?

Track 4: Services

Which services will we see in the Age of the Machines. What will they be capable of, and when are they available? 

Track 5: Sponsor / Workshop

This track is reserved to sponsors sessions and misc. workshops all within the topic of Service Integration

Speakers and Abstracts


Speakers and Abstracts – Keynotes

Kasper Eilertsen Ringkjøbing, Team Lead Service Management Office, Rambøll


Analyzing behavioral patterns in IT processes using artificial intelligence

Improving IT processes often involve analyzing ticket data, but to understand the behavior of tickets we often need to drill deeper and analyze ticket history and the system log, which are often unstructured and messy.

By using a big data approach and having a learning machine analyzing the data from our syslog we can analyze the behavioral patterns of the tickets and locate the “good” and “bad” variances of a process.
Using a process data mining approach, we are creating a “always on” value stream map, where we can see patterns of behavior. When we start changing our behavior we can see the impact on the map almost instantaneously, ensuring a feedback loop to process improvements that ensures a learning environment. We see this as a great opportunity to support our continuous Improvement.

Kasper Eilertsen Ringkjøbing is working at Ramboll within the IT division of the Ramboll Support Organization. Main tasks include managing the Improvement Team and taking care of ITSM tools, which is used for all ticket handling in the Global Support Organization. Kasper has more than 12 years of experience within IT having worked as a process owner, project manager, consultant, trainer and team lead within IT Service Management, Agile Development and Lean transformations. Focus of work is on improving transparency and ensuring a strong data-based decision-making approach to changing processes and changing people’s behavior to improve customer value.
Ramboll Support organization is a global organization supporting all of Ramboll with operations and support including Finance, HR, Facility Management and IT. All are using the same ticketing system and Service Management processes to deliver value to the business. Ramboll has a strong focus on ingenuity which includes a strong focus on digitalization and emerging technologies. The RSO Service Management Team is supporting this and the process data mining initiative is one of our initiatives focusing on an innovative approach to improving ourselves.


Jan Larsen, Professor, PhD, DTU Compute, Technical University of Denmark



Are AI and Machine Learning Magic Tools in Civilization 4.0?

The digital revolution has caused overwhelming data covering all aspects of human life. Methods in data science are imperative to create value from such data. Machine learning is one of the most important tools that provides the ability to learn from data and enable large-scale interpretation, analysis, prediction, and decision support. A key question is how to integrate machine learning, natural interaction and autonomy in a trustworthy and robust way. The magic tool might be lurking within this cross field called cognitive systems. 

Jan Larsen received the M.Sc. and Ph.D. degrees from the Technical University of Denmark (DTU) in 1989 and 1994. He is currently Professor of Computer Science and Complexity at Department of Applied Mathematics and Computer Science, DTU, and has authored and co-authored more than 150 papers and book chapters within the areas of machine learning, signal processing, and cognitive systems with application to audio, multimedia, sensor data, monitoring, biomedical, data/web-mining, and pattern recognition. According to Google Scholar (June 24, 2018) his research impact is summarized as follows: 4289 citations, h-index equal to 34, and i-10 index equal to 81. He has participated in more than ten national and international re