Automation in Global IT Service Management: Lessons Learned | Automation Days Asia 2022
By Kurt Bergmans
One of the primary use cases is to use automation in IT Shared Services Centres (IT SSC), since most SSCs perform repetitive tasks on a daily basis. Every month, the ITSM function processes tens of thousands of incidents and requests, thousands of changes. All this work needs to be executed within tight SLAs to keep the business up-and-running.
In this session, Kurt Bergmans, VP of Service Management at the Adecco Group, will share his experience with using automation technologies, and automated processes to accomplish this task. Kurt is responsible for all global Service Management processes, and manages a global team from Kuala Lumpur, which needs to deliver high-quality services around the clock in multiple languages.
Kurt will share crucial lessons from 25 years of experience in multinationals. He will address the benefits and pitfalls of using automated solutions and share critical leadership lessons. Don’t miss this opportunity to learn from one of Asia’s most seasoned ITSM leaders.
About Speaker
Kurt Bergmans is a senior executive with over 25 years in international IT management, with roles ranging from COO to global program director and is currently VP of Service Management at The Adecco Group.
Kurt has a successful track record in managing IT for global MNCs and a vast experience in service transformation, service management and continuous improvement for large international companies. He has been responsible for managing global IT services for international clients including Shell, ExxonMobil, Baker Hughes, Merck, Malaysia Airlines, Deutsche Bank, Barclays, Credit Suisse, Johnson &Johnson, BASF, and Dell.
A frequent speaker of IT conferences across Asia on Digital Transformation, Kurt will share his experience on the way organisations can use automation to transform their organisation.
