Full Agenda | Wednesday, 1 April | Thursday, 2 April | Friday, 3 April

Agenda

Wednesday, 1 April
13:00 — 18:30
Registration and Information
16:00 — 17:00
Keynote - Services Without Boundaries J.B. Wood, President and CEO, AFSMI, SRII, SSPA, TPSA
17:00 — 18:00
Keynote - Alcatel-Lucent Services for Enterprise: A High-Growth Portfolio of Technology Solutions Stuart Cooper, Executive Vice President, Global Services, Alcatel-Lucent Enterprise Business Group
18:00 — 20:00
Networking Reception in the Exhibition
20:30 — 23:00
Optional Networking Dinners
Thursday, 2 April
08:30 — 09:30
Breakfast and Networking

Indigo Restaurant
09:30 — 18:45
Registration and Information
10:00 — 11:00
Keynote - Where Is the "Science" in Services? Dr. Richard Straub, Senior Advisor to the Chairman of IBM Europe, Middle East and Africa, IBM
11:00 — 11:15
Refreshment Break
11:15 — 12:15
Concurrent Breakout Sessions
Industry Panel - Service Science and Services Innovation: How to Drive Economic Return Moderator: Thomas Lah, Co-Founder and Executive Director, TPSA
Panel: Prof. Dr. Gerhard Satzger, Director, Karlsruhe Service Research Institute
Panel: Dr. Wil Janssen, Manager of Business Development, Telematica Instituut/NOVAY, The Netherlands
Panel: Kris Singh, President, SRII & Director, Strategic Programs, Service Science Research, IBM Almaden Research Center
12:30 — 14:00
Lunch Buffet in the Exhibition
14:15 — 15:15
Keynote - Technology Services: CIO's Expectations Didier Lambert, CIO, Essilor and Former President of CIGREF
15:15 — 15:30
Refreshment Break
15:30 — 16:30
Concurrent Breakout Sessions
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Simplicity > Transparency > Scalability Beat Neuhaus, Leader, Global Services Operations, Siemens PLM Software, a business unit of the Siemens Industry Automation Division
Morris Panner, CEO, OpenAir
Service Science Case Study - Selling Solutions: Redesigning Pricing Governance, Sales Incentives, and IT Support Doreen Wienhold, Dipl.-Kffr., Technische Universitaet Bergakademie Freiberg
Tilo Böhmann, Professor of Service Management, ISS International Business School of Service Management
Prof. Dr. Michael Nippa, Professor of Management, Leadership, and Human Resources, Technische Universitaet Bergakademie Freiberg
16:30 — 16:45
Moving Break
16:45 — 17:45
Concurrent Breakout Sessions
Member Case Study - Partner Strategy and Technology for Multilingual Support in Europe David Gibson, Director, Technical Service Center Partners, Sun Microsystems
Service Science Case Study - Individual and Organizational Competencies in SMB to Offer Product-Service-Bundles Ekkehard Musold, Senior Researcher, Institut fuer Technologie und Arbeit e. V.
17:45 — 19:15
Networking Reception in the Exhibition
20:30 — 23:00
Optional Networking Dinners
Friday, 3 April
08:30 — 09:30
Breakfast and Networking

Indigo Restaurant
09:30 — 14:30
Registration and Information
10:00 — 11:00
Concurrent Breakout Sessions
AFSMI Update J.B. Wood, President and CEO, AFSMI, SRII, SSPA, TPSA
TPSA Update - Framework for Assessing PS Practices and Results Thomas Lah, Co-Founder and Executive Director, TPSA
11:00 — 11:15
Refreshment Break
11:15 — 12:15
Concurrent Breakout Sessions
Member Case Study - Aligning End-User and Decision-Maker Needs to Create Differentiated Services Eric Sisi, Vice President, EMEA Technical Support & Services, McAfee
Member Case Study - From Services to Solutions: Philips Utilization Services Barbara Taylor, Customer Services Business Development Manager, Philips Healthcare
Kees Rutjes, Program Manager, Philips Healthcare
Member Case Study - True Partner Enablement Mick Turnbull, PS Director UK&I and ECEMEA, Genesys Telecommunications
12:30 — 14:00
Lunch and Closing Keynote
Keynote - Service Engineering: What Do We Mean By It and Do We Really Need It? Professor Klaus-Peter Fähnrich, Chair of Business Information Systems, University of Leipzig
Full Agenda | Wednesday, 1 April | Thursday, 2 April | Friday, 3 April