Program

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Program2019-01-15T23:14:25+00:00

Program srvision & Trends in Tooling

Program srvision & Trends in Tooling

The program of srvision (formerly Service Manager Day) and Trends in Tooling is compiled every year with the utmost care. A combination of practical cases, theories and visions are presented by thought-leaders and experts. Srvision is organized simultaneously with Trends in Tooling (TinT). Both conferences are at the same location and access to srvision gives automatic access to TinT.

We are busy putting together the program. The program below is updated weekly.

Why srvision?

Location srvision & TinT

Jaarbeursboulevard 300, 3521 BC Utrecht

Key-notes 2019 srvision & Trends in Tooling

Chairwomen - CEO Wigo4IT

Larissa Zegveld

Decisive, people-oriented, creative woman. Realizing balance between goals and getting people involved. Expertise in the areas of public administration, organizational management and, above all, information-related issues. Works preferably within government organizations, in the political administrative field of influence and has a good and extensive network. Has political and social sensitivity, can develop long-term visions and is strong in translating into the operationalization of such strategy to smart goals. Intervenes if necessary in a resolute but nevertheless pleasant way. Inspires and knows how to bind people.

Passion: ‘It would be nice if the Dutch government would think the other way around’ from what people and society need, civil servants sometimes forget that they themselves are citizens. In short, citizen-oriented thinking!

Will Evans

Will has taken the last year to research and write his book, Designing Resilience: The Strategy, Structure, and Spirit of Enterprise Agility. His goal was to write a pragmatic synthesis of Design Thinking, Lean, and Theory of Constraints applied to organizational transformations based on my experience as a consultant. There is also a healthy dose of complexity/chaos thinking woven into the book as he discuss dynamic, nonlinear feedback systems applied to businesses and markets.

He has tried to cover many of the  biggest challenges enterprises face, and how those challenges are manifest in terms of the symptoms, frustrations, and problems. This is not a recipe book, but instead meant to provide principles, frames, and perspectives so that leaders can be empowered to design their organization for agility and resilience.

Jason Hand

Michael Crooymans

Improving reliability and decreasing downtime have always been Michael’s focus: as a programmer, as a systems manager, as an IT and Business Continuity Consultant and now as an Operational Resilience Officer. Achieving Resilience cannot be done by one discipline/department in isolation – cooperation is essential at all levels: between developers and systems managers, between ICT and the business, between operational disciplines and of course also between the operational and strategic disciplines.

What can we learn from Organisational Resilience and how can we make our ICT services more resilient?

Charles Betz

The rise of digital, cloud-native, Agile, and DevOps have many IT professionals questioning their role and career future. Some claim that the concept of “operations” itself is obsolete. Based on in-depth research and hundreds of conversations with both users and vendors, Forrester ESM (Enterprise Service Management) and DevOps Lead Charles willl examine in depth the future of IT operations. He will discuss the rise of AI, the ongoing influence of Devops and continuous delivery, site reliability engineering, the future of the NOC and the help desk, and leading edge topics such as shrinking knowledge lifecycles and the automation paradox. He will also discuss the relationship between ESM and DevOps and the current status of ITSM and its practices, and present new Forrester data on the impact of DevOps practices on IT organizations worldwide.

Come and hear a state of the art overview of IT services and operations management from one of the leading analysts in the field.

Arnaud van Rietschoten

Service Continuity is of great importance to Emirates – the largest international airline company in the world. Every year, the company transports 60 million passengers, with a fleet of 257 wide-body aircraft. Every minute counts, and service resiliency contributes to a large extent to the continuity of the company. Arnaud explains how the transformation process at the IT department of Emirates – with about 2,500 employees – is progressing, what the effects are of the different cultures within the company and how this contributes to the success of Emirates.

André van der Linden

The increased digitization of banking services also increases the dependence on their availability. Naturally, Rabobank therefore takes measures in relation to processes and technology, but research at, for example, the aviation and petrochemical industry has made it clear that cultural aspects are at least as important. A culture that learns from mistakes and near-errors is essential to structurally and continuously improve the availability of the service.

Ruben Terlou

Resilience from China

Program 28th March 2019

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Showing All
Engelse sessies
Nederlandse sessies
08:30
09:00
09:30
10:00
10:30
11:00
11:30
12:00
12:30
13:00
13:30
14:00
14:30
15:00
15:30
16:00
16:30
17:00
17:30
18:00
Service Resilience (plenaire zaal)
Service Resilience (plenaire zaal)
Opening Larissa Zegveld
English
Nederlands

Daadkrachtige, mensgerichte, creatieve vrouw. In balans tussen doelen realiseren en mensen meekrijgen. Expertise op terrein van bestuurskundige, organisatiekundige en vooral ook informatiekundige vraagstukken. Werkt bij voorkeur binnen overheidsorganisaties, in het politiek bestuurlijk krachtenveld en heeft hierbinnen een goed en uitgebreid netwerk. Beschikt over politieke en maatschappelijke sensitiviteit, kan lange termijn visies ontwikkelen en is sterk in het vertalen in het operationaliseren van dergelijke strategie naar smart doelen. Intervenieert als dat nodig is op een resolute maar desondanks prettige manier. Inspireert en weet mensen aan zich te binden. Passie: ‘Het zou mooi zijn als bestuurlijk Nederland eens andersom zou denken’ vanuit wat mensen en de samenleving nodig hebben, ambtenaren vergeten weleens dat zijzelf ook burger zijn. Kortom burgergericht denken!

Will Evans
09:15 - 10:00
DESIGN OR RESILIENCE
English

Will has taken the last year to research and write his book, Designing Resilience: The Strategy, Structure, and Spirit of Enterprise Agility. His goal was to write a pragmatic synthesis of Design Thinking, Lean, and Theory of Constraints applied to organizational transformations based on my experience as a consultant. There is also a healthy dose of complexity/chaos thinking woven into the book as he discuss dynamic, nonlinear feedback systems applied to businesses and markets. He has tried to cover many of the biggest challenges enterprises face, and how those challenges are manifest in terms of the symptoms, frustrations, and problems. This is not a recipe book, but instead meant to provide principles, frames, and perspectives so that leaders can be empowered to design their organization for agility and resilience.

Room Change

Jason Hand
10:10 - 10:50
SITE RELIABILITY ENGINEERING
English

Michael Crooymans - Global Resilience Officer (Signify)
11:20 - 12:00
RESILIENCE AND SERVICE MANAGEMENT
English

Improving reliability and decreasing downtime have always been Michael’s focus: as a programmer, as a systems manager, as an IT and Business Continuity Consultant and now as an Operational Resilience Officer. Achieving Resilience cannot be done by one discipline/department in isolation – cooperation is essential at all levels: between developers and systems managers, between ICT and the business, between operational disciplines and of course also between the operational and strategic disciplines. What can we learn from Organisational Resilience and how can we make our ICT services more resilient?

Room Change

Charles Betz - Forrester
12:10 - 12:50
THE CHANGING FACE OF IT OPERATIONS
English

The rise of digital, cloud-native, Agile, and DevOps have many IT professionals questioning their role and career future. Some claim that the concept of “operations” itself is obsolete. Based on in-depth research and hundreds of conversations with both users and vendors, Forrester ESM (Enterprise Service Management) and DevOps Lead Charles willl examine in depth the future of IT operations. He will discuss the rise of AI, the ongoing influence of Devops and continuous delivery, site reliability engineering, the future of the NOC and the help desk, and leading edge topics such as shrinking knowledge lifecycles and the automation paradox. He will also discuss the relationship between ESM and DevOps and the current status of ITSM and its practices, and present new Forrester data on the impact of DevOps practices on IT organizations worldwide. Come and hear a state of the art overview of IT services and operations management from one of the leading analysts in the field.

Arnaud van Rietschoten - Emirates
13:40 - 14:20
ITSM & DevOps TRANSFORMATION AT EMIRATES
English

Room Change

Andre vd Linden - EVP Rabobank
14:30 - 15:10
ALWAYS ON!
Nederlands

The increased digitization of banking services also increases the dependence on their availability. Naturally, Rabobank therefore takes measures in relation to processes and technology, but research at, for example, the aviation and petrochemical industry has made it clear that cultural aspects are at least as important. A culture that learns from mistakes and near-errors is essential to structurally and continuously improve the availability of the service.

Short Break
15:10 - 15:40

Interactive discussion panel with Key-notes
15:40 - 16:20
RESILIENCE, WHY, HOW WHAT?
English

In deze interactieve sessie wordt met de key-notes van vandaag besproken wat resilience nu precies inhoud. Door middel van stellingen en vragen uit de zaal worden de key-notes uitgedaagd!

Ruben Terlou - photographer / Documentary producer
16:20 - 17:00
RESILIENCE FROM CHINA
English

Closure Larissa Zegveld

Daadkrachtige, mensgerichte, creatieve vrouw. In balans tussen doelen realiseren en mensen meekrijgen. Expertise op terrein van bestuurskundige, organisatiekundige en vooral ook informatiekundige vraagstukken. Werkt bij voorkeur binnen overheidsorganisaties, in het politiek bestuurlijk krachtenveld en heeft hierbinnen een goed en uitgebreid netwerk. Beschikt over politieke en maatschappelijke sensitiviteit, kan lange termijn visies ontwikkelen en is sterk in het vertalen in het operationaliseren van dergelijke strategie naar smart doelen. Intervenieert als dat nodig is op een resolute maar desondanks prettige manier. Inspireert en weet mensen aan zich te binden. Passie: ‘Het zou mooi zijn als bestuurlijk Nederland eens andersom zou denken’ vanuit wat mensen en de samenleving nodig hebben, ambtenaren vergeten weleens dat zijzelf ook burger zijn. Kortom burgergericht denken!

Resilient Value
Resilient Value
Room Change

Barry van Kampen - The S-Unit
10:10 - 10:50
CYBER RESILIENCE
Nederlands

srvision
10:10 - 10:50

Stephen Mann - Content Director ITSM.tools
11:20 - 12:00
THE 5 KEY FACTORS REDEFINING ITSM TOOLS AND THEIR USE
English


IT help desks, and then ITSM tools, have changed dramatically over the last 30 years. But now, more than ever, is the time for ITSM and other service management practitioners to demand more from their tool(s). This session looks at why, and the key factors influencing how, ITSM tools are changing. Plus, what this means for those selecting and using the tools.

Room Change

Peter Brouwers - Bol.com
12:10 - 12:50
AUTONOMIE AND RESILIENCE, A LOVE/HATE RELATIONSHIP OR A MATCH MADE IN HEAVEN?
Nederlands

Within bol.com we find that it can never go fast enough. We believe this from our delivery to customers, we now do 2-hour deliveries, but we also like our IT innovations to achieve these improvements for our customers and network. That is why in 2009 we switched to working Agile and have had an enormous focus on autonomy in recent years. But the most important thing is, of course, the store must always remain open. And that is where service resilience comes into play. I would like to take you to see how we provide this resilience in our IT landscape of +/- 500 services. On the basis of practical examples, it becomes clear how autonomy and service resilience work together for our 9 million customers and 22,000 partners.

Trends in Tooling
13:40 - 14:20

Room Change

srvision
14:30 - 15:10

Short Break
15:10 - 15:40

Resilient Strategy
Resilient Strategy
Room Change

Mauricio Corona - CTO Service Desk Institute (Mexico)
10:10 - 10:50
ROLE OF THE SERVICE DESK IN CREATING RESILIENT ORGANISATIONS
English

Nowadays, organizations enjoy technological advances and automation in ways never seen, however, the increasing dependence on technology generate greater risks and, sometimes, massive interruptions on services. In this session, you will learn how an organization can have good crisis management under the slogan, even when things go wrong, it is possible to achieve customer and user satisfaction.

Trends in Tooling
11:20 - 12:00

Room Change

srvision
12:10 - 12:50

Trends in Tooling
13:40 - 14:20

Room Change

Sofi Fahlberg - Signicat (Noorwegen)
14:30 - 15:10
CUSTOMER SUCCES AT SIGNICAT
English

In February 2018 Signicat officially started a new way of thinking by starting a project owned by the COO: Customer Success. The scope of the project was to start being properly proactive, customer focused and scalable. We, more or less, by chance (?), put together a super team that actually has started to change how we work and use our data, and are talked about both internally and externally. So has this been a success from day 1? Nope. Have we made mistakes? Yes. This is the story about our first 12 months moving towards a data driven, scalable, proactive function that focuses on deliver value to our customers and that is accepted throughout Signicat.

Short Break
15:10 - 15:40

Resilient Process
Resilient Process
Room Change

Rob Akershoek - Fruition Partners / The Open Group
10:10 - 10:50
DEVOPS & ITIL - COMBINED SUCCES?
Nederlands

Most IT organizations are currently working on transforming their existing IT delivery processes, with increasing use of Agile development methods (such as SCRUM), Continuous Delivery and DevOps. As a result of this transformation, the traditional IT service management processes come under considerable pressure. Existing ITIL processes are seen as retarding and bureaucratic. Nevertheless, the merger of DevOps and ITIL is essential for managing future IT services. This presentation will discuss how DevOps and ITIL should be combined in order to optimally manage the new digital ecosystem while at the same time being able to meet the increasingly stringent requirements imposed on IT services.

Trends in Tooling
11:20 - 12:00

Room Change

Jon Hall - BMC Software
12:10 - 12:50
SWARMING & CYNEFIN
English

Digital transformation of enterprises, and the growth of DevOps, are driving service organisations to re-think established approaches to technical and customer support. In this presentation, Jon Hall will discuss the ongoing growth of Swarming as an alternative to 3-tier support structures, showing real-world implementations from a diverse range of industries including software, telco, and automotive. The presentation will show the power of cognitive technology in supporting Swarming, and will explore Swarming as a method of delivering on the Cynefin vision for problem solving.

Trends in Tooling
13:40 - 14:20

Room Change

Wim Hoving - Servitect
14:30 - 15:10
MODERN SERVICE MANAGEMENT - EVERYTHING COMES TOGETHER
Nederlands

Agile is the big buzzword, but also Service Automation, DevOps, Chapters, Squads, Guilds and self-managing teams, Shift Left, VerisM, Kanban, sprints, Scrum, Lean, OBM, Customer Value and Customer Intimacy, focus on purpose, Service integration and compliancy tumble over each other. Never before has the world of Service Management been as moving as in recent years. People, Process and Product: everything moves, but how does this come together?

Short Break
15:10 - 15:40

Resilient People
Resilient People
Room Change

Nina Ley - Joost-IT
10:10 - 10:50
AND WHAT ABOUT YOU?
Nederlands

What about your personal resilience? With new flexible systems and processes, the business community is trying to increase its resilience. Because one thing is certain: resilience is needed to cope with the rapid changes in the world. But what about your own resilience in a world where the only certainty is that there is no certainty anymore? How do you deal with that knowledge? How do you do your work? How do you ensure that you stay on your feet both personally and professionally? Or should we see it very differently? Is this 'new' flexible world of change our chance to be fully happy with ourselves and to be successful in what we do? Come and listen during this session about your personal resilience in the rapidly changing world and our chances of "success".

Trends in Tooling
11:20 - 12:00

Room Change

srvision
12:10 - 12:50

Trends in Tooling
13:40 - 14:20

Room Change

srvision
14:30 - 15:10

Short Break
15:10 - 15:40

Program 28th March 2019