ITSM14 Preview: Tobias Nyberg, Bring Me Problems Not Solutions

Tobias Nyberg of Svenska Handelsbanken and itSMF Sweden
Tobias Nyberg of Svenska Handelsbanken and itSMF Sweden

In the run up this year’s itSMF UK conference ITSM14, I chatted with Tobias Nyberg about his upcoming session entitled “Bring me problems – not solutions”.

Q. Hi Tobias, can you give a quick intro to your session at the itSMF UK Conference?

The presentation will address the essence of problems and show why the ways we look at problems are important to all organisations and professionals. It will also give the attendees hands on advice based on how we have worked with this simple but effective method to improve change and development in my organisation.

The presentation isn’t core IT Service Management but the method we have used to define problems for better solutions is applicable for most change efforts within any ITSM organisation – big and small. It’s definitely not rocket science but at the same time, sometimes the most obvious things are also the ones we most easily forget or ignore.

When we started to work with problem management everyone was very eager to start fixing things where we sometimes missed clearly defining and commonly agreeing on the root causes. And even when we tried using some of the popular methods like “Ishikawa” and “The 5 Whys”, we quite rapidly drifted into discussions on how to solve things.

When addressing this I found that people are worried and often feel anxiety when talking about problems and that it is a bad thing owning a problem. It was hard to keep them in the problem-zone because they felt uncomfortable – they wanted to jump into the solution-zone as quick as possible because everyone loves a problem solver.

Q. What are likely to be the potential issues an organisation may experience with attempting to work in this way?

The emotional and cultural relationships people and organisations have to problems differ some from case to case but it seems to be difficult to have a positive attitude towards problems.

So this presentation expands on that, with hopes that the audience return to their workplaces with a new view of problems and a different perspective on their value.


Tobias Nyberg is a Process Owner and Process Manager at Svenska Handelsbanken in StockholmSweden. He has a growing interest in IT Service Management and how ITSM can deliver value to companies and people. Tobias strongly believes in sharing as the best way of boosting knowledge in the ITSM community and is an active member of the Swedish itSMF chapter.

medium ITSM14 banner aug 14

Tobias’ session is on day one of ITSM14 and featured within the Back to Basics track. To find out more or to book your conference place please visit itSMF UK

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Teleopti Shines With 4 Star SDI Certification

Swedish WorkForce Management (WFM) and Telecom Expense Management (TEM) company Teleopti has been awarded a “coveted” 4 star Service Desk Certification maturity rating from the Service Desk Institute (SDI).

The company had held a 3 star certification since 2010. Teleopti’s service desk joins a select group of worldwide teams who have achieved a 4 star certification including those from Telefónica, Sodexo, tickets.com and Vocalink.

Performance spanning all concept criteria

Providing support to customers in over 70 countries, Teleopti’s multi-lingual service desk, situated in Sweden and China, was praised by SDI for “raising its performance across all concept criteria” during a period of rapid expansion in to new global markets.

Düring: 4-star performer
Düring: 4-star performer

The most notable areas of improvement were:

  • certification concepts of processes,
  • partnerships and resources,
  • customer satisfaction and,
  • social responsibility.

NOTE: The SDI’s SDC audit evaluates service desk operations against an internationally accepted global standard for best practice, providing companies with a benchmark to form a baseline for service improvements.

Based around ITIL and ITSM frameworks, this certification evaluates companies in the following areas: incident and problem resolution; change and release management; service level management; availability and capacity management; configuration management; business continuity and financial management; knowledge management and customer relationship management.

 “We are delighted to receive this recognition from SDI for the continuous investments in providing an exceptional level of support to our customers and partners. Closeness is an important company value and Service Desk is the corner stone in fulfilling this. In the annual customer survey, year after year, more than 9 out of 10 customers state they would recommend Teleopti as a vendor to other companies” says Olle Düring, CEO of Teleopti.

Service Desk Manager at Teleopti Maureen Lundgren expands upon Düring’s comments saying that increasing the firm’s Service Desk Certification maturity rating is the result of a company culture where the customer always comes first.

It is also down to a dedication to defining, refining and documenting roles, responsibilities and processes,” she said.

Howard Kendall, Master Auditor at SDI summarised by saying: “The 4 star Service Desk Certification rating is an excellent achievement and testament to the well-structured programme of continuous improvement that Teleopti has in place. Coupled with this, we have evidenced exceptional leadership and excellent communication to staff who in turn are consistently motivated and developed.”