Sponsors 2017

The annual Service Management Dag (Day) will take place on Thursday, March 23, 2017. The program is almost complete. For the latest status, please check this page. If there is an UK-icon indicated with the lecture this means, the speaker will present in English. The other lectures are in Dutch.

08:30 - 09:00 Registration

At the entrance you can collect your batch and more information on the Service Manager Day 2017.

09:00 - 09:10 Opening by chairman Mark Smalley

Mark Smally will welcome you and will share the latest information about the Service Manager Day 2017.    th

09:10 - 09.30 Keynote 1: Niels Loader - Service managers of the world, get ready for major change

th

09:30 - 10:10 Keynote 2: Mike Orzen - The Hardest Lesson - Continuous Learning

Mike Orzen will share his experience about LEAN IT and how this can contribute in reacting on POP UP IT. th

10:10 - 10:50 Keynote 3: Rini van Solingen - The Responsive Enterprise

th

10:50 - 11:10 Morning break

Coffee, thea and biscuits on the event floor. Visit the stands of our sponsors who helped in making this day possible.

 Stream 1
Integrate
Stream 2
Collaborate
Stream 3
BE
Stream 4
Transform
Stream 5
Engage
Stream 6
Optimize
RoomDROOGCABINEZANDSTRAALCABINEONDERDELENDEPOTWACHTKAMER 5WACHTKAMER 1WACHTKAMER 2
11:10-11:50The road to Siam thVan A naar B(eter): Agile & ITIL werken samen @ Rijkswaterstaat IV Infra Mental Agility nlSmart city Amsterdam Help! Pop-up én in control, hoe doe ik dat? You can’t solve complex problems alone in the future, now what?th/
Martin Goble (TCS)
Gerard Wouters, Stephen Ley, Henk Kroeskamp
Kees Gabriels
Theo Veltman (Gemeente Amsterdam)Wim Hoving (Servitect)Martijn Maas (Co-Think)
11:50-12:00Switching room
12:00-12:40Influence on trust & contracts on sourcing constructs thService Desk 2.0 - Value and collaboration thPop-up behaviour (OBM) Pop-up services, can we do this? SIAM: live demonstration of what Service Integration and Management looks like in the real world.thReporting what your Customers want to know…not what you want to share
Benno PeperkampAale RoosRobert den BroederAad BrinkmanFloris van den Boom (ServiceNow)Jaap Germans en Richard de Boer
12:40 - 13:30 Lunch

Served on the main event floor.

13:30 - 14:10 Keynote 4: Paul Bessems - Why blockchain will change as little as the internet, unless....

th

TijdenStream 1
Integrate
Stream 2
Collaborate
Stream 3
Be
Stream 4
Transform
Stream 5
Engage
Stream 6
Optimize
RoomDROOGCABINEZANDSTRAALCABINEONDERDELENDEPOTWACHTKAMER 5WACHTKAMER 1WACHTKAMER 2
14:20-15:00Hey, Where Has All Our IT Gone? – Embracing Digital DisruptionthPop Up Practice: Creating the SIAM Body of Knowledge thChanging mindset of the Service Manager nlAgile government & govern digital transformation nlBecoming an High Performance IT Organization - begin with the end in mind! thBeproefd recept voor een excellente service
Mark O'Loughlin
Claire AgutterJan Buurman
Mario Kortman (Waternet)Michiel Sens (Xebia)Judith Lumbela (Topdesk)
15:00-15:10Switching room
15:10-15:50The critical link between IT projects and service delivery thIndividuals play the game, but teams beat the odds (Van je IT-organisatie Navy SEALs maken) thPop Up Human Engagement thRDW on the road towards a DevOps organizationnlKanban in IT service teams nlIT4IT: Get ready to manage the Digital Enterprise!th
Elina PirjantiRoderick Göttgens
Simone Jo Moore
RDW spreker (ntb)Marcel Schutte (Gasunie)Rob Akershoek (logicalis)
15:50-16:00 Stream change
16:00-16:40 Keynote 5: Björn Kuipers, team work

nl

16:40-16:50 Closing of day program by Mark Smalley
16:50-17:30 Drinks & snacks and sign in for evening session
17:30-17:40 Evening opening
17:40-18:20 Evening Keynote 1: Kaimar Karu (Axelos) - DevOps & ITSM

th

18:20-19:10 Dinner
Workshops19:10-20:40
DROOGCABINESimone Jo Moore & Mark SmalleyThe Future of ITSM: Service Behavior workshop thBehave yourself and get more value out of relationships!

Decide for yourself what constitutes effective collaborative behaviour between business and IT people and compare this with findings from more than ten previous international workshops. Then explore the variety of factors that influence behaviour, such as values and emotions. You'll leave with better insight into the kind of behaviour that delivers business value, and how to foster it.
ZANDSTRAALCABINEChristian TijsmansThe Future of ITSM: LEGO workshop thIT Service Management has traditionally been associated mainly with ITIL. In recent years however, a lot has been changing in the ITSM world with all kinds of new approaches such as Agile, DevOps, Lean IT and Kanban influencing IT management thinking. What is ITSM today? How will it evolve in the future? In this fun and hands-on workshop, participants will explore these questions using the LEGO® SERIOUS PLAY® method, a facilitated method for communicating, thinking and problem solving.Using LEGO® bricks might seem like a strange way to communicate but participants will discover that this is a unique approach to workshops and co-creation. Make no mistake: although it is play, it is very serious business. Christian has used this method successfully with IT managers and technical staff as well as business directors, CEO’s, mayors, marketeers, VP’s of HR,... Many of them skeptical at first but enthusiastic after they experienced this unique method first-hand.
ONDERDELENDEPOTMartijn MaasProblem Solving Workshop thAssumptions, jumping to conclusions and jumping to solutions. These are the most dangerous pitfalls in solving complex problems. Learn how to avoid them! Learn how to solve complex problems by asking the right questions (none of them technical!), listening and organizing information. Experience how 6 questions are all you need to create a complete visual and causal representation of any issue. After this workshop you will understand the basics of complex problem solving and you will take a giant step towards becoming a more effective problem solver. It’s harder than you think, are you up for it?
WACHTKAMER 5Barclay RaeWhat makes a Service Professional? thThe definition and understanding of what a ‘Service Manager’ is varies significantly. This has traditionally been seen to require technical skills and knowledge of frameworks and best practices – e.g. COBIT, DevOps, ITSM/ITIL etc. The requirements for these roles are much wider than this and involve the need for Business skills, leadership, communications, management and more.

Roles and the skills needed also vary depending on the context of each different type of ‘Service Manager’ position, so it’s important to understand different definitions of ‘service’ and ‘service manager’. This workshop looks at these issues and works through some key questions – including definitions of ‘service’ and ‘service manager’ in different contexts. This will also include reference to the broad scope of competencies required as defined in the PSMF framework.
WACHTKAMER 2Roman Jouravlev and Kaimar KaruThe future of ITSM: Global Best Practice development workshopthITSM practices evolve, enriched with emerging frameworks and new stories of success and failure. What best practices are proven to work well? What is missing from the guidance available? How do established frameworks work together with the new ones? How do ITSM practices apply outside IT; what non-IT practices are likely to be adopted by ITSM practitioners? Let’s talk about ITSM practices in five years’ time with AXELOS product development team! A great chance to find out what’s going on in “the ITIL Castle” and to participate in the Global Best Practice development.
20:40-21:20 Evening Keynote 2 Stephen Mann -The Five Key Things ITSM Professionals Need to Get Right in 2017

th

21.20-22:00: Wrap-up and drinks

Mediapartners 2017

ngi-zwartwitdownloadvhp
litadownload-1aslbisl