itSMF

Slovensko

VÝROČNÁ MEDZINÁRODNÁ KONFERENCIA / ANNUAL INTERNATIONAL CONFERENCE 5. – 6. máj 2014 / 5th – 6th May 2014

NIČ NIE JE AKO SA ZDÁ“ / „NOTHING IS AS IT SEEMS

Workshops / Tea@5 program 5.5.2014 Stream 1 - ITSM Simulation 17:00 – 20:30

Apollo 13 – an ITSM case experience™ (English) GamingWorks

Stream 2 - Improvements and Agile 17:00 – 18:45

Change navigator workshop RainFellows

19:00 – 20:30

Agile ping-pong game! (Slovak/English) Mimacom

20:30 – 22:00

Občerstvenie / Refreshments / Networking

Hlavní partneri / Main partners

Partneri / Partners

itSMF

Slovensko

Program konferencie / Conference program 6.5.2014

Doobedná časť / Morning part 9:00 – 9:10

Uvítanie účastníkov – otvorenie / Welcome speech - opening Tomáš Hettych, Predseda / Chairman itSMF Slovensko Blok A – Keynotes

9.10 – 9:40

itSMF – Global organization with local focus (English) Bartosz Gorczynski – Chairman itSMF International

9:40 – 10:10

ITSM Process Mining – A new governance approach (English) Martin Pscheidl – President itSMF Austria

10:10 – 10:40

Things will improve; they just might improve without you (English) Mark Smalley – International ASL BiSL ambassador

10:40 - 11:00

Prestávka na kávu / Coffee break / Networking

Blok B – Keynotes and Partners 11:00 – 11:30

HP SERVICE ANYWHERE – SERVICEDESK AKO SLUŽBA Rober Kučera - HP

11:30 – 12:00

TelekomCloud: biznis enabler pre zákazníka aj poskytovateľa Jaroslav Šatánek , Michal Bróska - Slovak Telekom, a.s.

12:00 – 12:30

Lean transformace velké nadnárodní IT společností Tomáš Tureček – RainFellows s.r.o.

12:30 – 13:30

OBED / Lunch

itSMF Poobedná časť / Afternoon part

Blok C – IT Governance and ITSM 13:30 – 13:50

COBIT 5 Lukáš Mikeska, ISACA

13:50 – 14:10

COBIT, ITIL, TOGAF, ... – Skladačka v praxi / Puzzle in practice Pavol Adamec – itSMF Slovensko

14:10 – 14:30

Synergie ITIL a CobiT v praxi / Synergies of ITIL and COBIT Jiří Skála – itSMF Czech Republic

14:30 – 14:50

Riadenie kvality IT prevádzky medzi mlynskými kameňmi / Quality management of IT operations between 2 mill stones Tomáš Martiniak - itSMF Slovensko

14:50 – 15:10

Prestávka na kávu / Coffee break / Networking

Blok D – ITSM projects of the year 2013 - Success stories 15:10 – 15:30

Projekt Manažment ICT služieb ENERGOCHEMICA TRADING, a.s.

15:30 – 15:50

Projekt Centrálny systém podpory prevádzky Sociálna poisťovňa

15:50- 16:10

Projekt Implementácia Release & Patch managementu T-Systems Slovakia s.r.o.

16:10 – 16:30

Prestávka na kávu / Coffee break / Networking

Blok E –ITIL Expert ceremony 16:30 – 16:45

ITIL Expert 2013 Ceremony by Exin (Slovak/English)

16:45 – 17:00

Competition results „ITSM Project of the year“

17:00 – 17:20

Tombola

17:30

Záver konferencie / End of conference Tomáš Hettych, Predseda/Chairman itSMF Slovensko

Slovensko

itSMF

Slovensko

Keynote Speakers and annotations Bartosz Górczyński – itSMF International Chairman and Publications Director Polish ITSM expert, trainer, consultant. Specialized in simulation games, ITSM change programs and teams coaching. Responsible for many projects of ITSM implementations. Established itSMF in Poland and was itSMF Poland Chairman for many years. Joined as itSMF Publications Director in 2012. In 2014 elected as Chairman of itSMF International. Responsible for coordination of international portfolio of initiatives to drive itSMF growth and success.

itSMF – Global organization with local focus Introducing itSMF structure and strategy, global programs and local delivery. Explaining the role of itSMF International and Chapters and plans for 2014

Mark Smalley – International ASL BiSL ambassador Mark is a self-employed IT Management Consultant, specialized in Application Management and Business Information Management. He is based in the Netherlands and affiliated with the not-for-profit ASL BiSL Foundation, APMG-International, GamingWorks and Pink Elephant NL. Mark is a founding member of the SM Congress and the Taking Service Forward initiative. He is also known as the IT Paradigmologist and has reached out to thousands of IT professionals at more than 50 events on 4 continents. Follow and engage with Mark on Twitter @marksmalley or email: [email protected]

Things will improve; they just might improve without you The future of the IT department The relentless commoditization of IT is changing the how IT is organized. The traditional centralized IT department is under pressure from both multiple business units and multiple external service providers. It has passed its sell-by date. This presentation explores three career directions for ITSM professionals who work for an IT department, the least traumatic of which is to quit. Anybody who works for an IT department should consider the implications for their career. Because things will improve; they just might improve without you. Reinvent yourself before it’s too late.

Martin Pscheidl - Chairman of itSMF Austria Martin is the first Austrian professional who was recognized by itSMF International as Distinguished Professional in Service Management (DPSM) regarding Professional Recognition of Service Management Professionals (priSM®). He holds Master of Science in IT Consulting, a Master of Business Administration in IT and Telecommunication and ITIL Expert Certification. Martin consults IT Organization since more than 15 years regarding ITSM processes and ITSM Toolsets. He is Manager at KPMG IT Advisory.

ITSM Process Mining – A new governance approach Clear processes are key for all successful ITSM organizations. But there are several perspectives on processes. One is the design perspective: How is a workflow modelled theoretically. One is the tool perspective: How is a workflow driven and supported by a tool implementation. And one is the real life perspective: How do people and organizations factual behave and act. Usually there are more or less differences in how the process is defined and how people act. We rate this in maturity and compliance. But how to find out and visualize what people are doing and how workflows are running? This may differ for all involved groups or people and every category or request type. ITSM Process Mining is a new best practice approach to discover real life processes to monitor performance, compliance and progress against plans like described in COBIT®5.

itSMF

Slovensko

Rober Kučera - HP

HP SERVICE ANYWHERE – SERVICEDESK AKO SLUŽBA Rastúca popularita riešení poskytovaných vo forme SaaS (Software as a Service) definitívne prenikla aj do ITSM, oblasti tak úzko naviazanej na procesy, ľudí a ICT infraštruktúru organizácie. Tomuto trendu „neodolala“ ani spoločnosť HP, ktorá v roku 2013 uviedla na trh nový produkt, ponúkaný formou SaaS. Jedná sa o platformu HP Service Anywhere, novú generáciu riešenia pre IT servicedesk, ktorá nie je len tým, čím sa zdá. Dozviete sa, či obohatenie tradičného helpdeskového riešenia o technológie ako sú „Social Insight“, Big Data Analytics, Sentiment Analysis, inteligentný Self-service portál a moderný prístup odkiaľkoľvek a kedykoľvek sú tými správnymi prísadami, ktoré pomôžu prepojiť Business a IT, aby sa veci zdali takými, aké skutočne sú.

Jaroslav Šatánek - Slovak Telekom, a.s. / Michal Bróska - PosAm, s.r.o.

TelekomCloud: biznis enabler pre zákazníka aj poskytovateľa TelekomCloud vstúpil do druhého roku prevádzky so skoro stovkou zákazníkov. Významne prispieva k napĺňaníu stratégie spoločností Slovak Telekom a PosAm v oblasti budovania portfólia služieb. Súčasne otvára pre našich zákazníkov nové možnosti nad rámec obyčajného prenájmu infraštruktúry ako služba. Priblížime Vám aspekty stratégie, prevádzky a bezpečnosti tohto druhy služby na reálnom príklade.

itSMF

Slovensko

Workshops information Apollo 13 – an ITSM case experience™ GamingWorks This is the ISM variant of Apollo13, Learn about the ISM method and approach, Experience how to apply this ISM approach and increase ITSM performance. Based on Apollo13 - an ITSM case experience. Mission. You must design your services, implement them, execute them and apply continual improvement practices in order to ensure mission success. In 4 rounds you will be challenged with events, problems, issues, changes and increasing business demand. You must apply the ITSM best practices in order to become successful. You will guide the crew through the launch, journey to and from the moon, to a safe return and splashdown, at the same time realizing the strategic goals for the mission.

Change navigator workshop RainFellows Change (Improvement) navigátor byl původně navržen pro to, aby pomohl moderátorovi efektivně řídit skupinovou diskuzi během workshopu k řešení problémů. Nástroj slouží k vizualizaci diskuzí, řetězů příčina-následek a napojení problému na pozitivní budoucnost. Velmi brzy jsme zjistili, že použití tohoto nástroje je mnohem širší. Nástroj slouží nejen ke generování nových vizí a cílů, nastavení měření a KPI cílům, propojení akcí s problémy přes jejich příčiny, generování nápadů k prodeji změny, ale co je více důležité - slouží jako vizuální reprezentace všech diskuzí pro pozdější využití. Například při nasazení změny. Účastníci workshopu se seznámí s Change navigátorem, uvidí jeho použití v praxi na tématu, které si sami vyberou a vyzkouší si jeho použití ve skupinách pod vedením zkušených lektorů.

Agile ping-pong game! Mimacom This game is an important activity in most trainings on Agile and Scrum. In this game, a group of people tries to pass as many ping pong balls as possible around them, in a given time frame, such that it will pass through each person at least once. The Scrum pong game is a method to introduce the inspect-adapt cycle to the participants. It also demonstrates self-organization at work, as the team sets their own goals and meets them. In the Scrum pong game, the participants also learn continuous improvement as they modify their goals and work towards achieving it – all the while having a lot of fun!