Program srvision & Trends in Tooling

The program of srvision (previously Service Manager Dag) and Trends in Tooling is composed every year with great care. A combination of practical cases, theories and vision are presented by thought-leaders and experts.

Srvision is organised simultaneously with Trends in Tooling (TinT). Both congresses are at the same location. Entrance to srvision grants automatically entrance to TinT.

Location 27 Maart: Beatrixgebouw, Utrecht

Location 28 Maart: Kinepolis, Utrecht

Why srvision?

Workshops 27 Maart srvision & Trends in Tooling

Workshop programma

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
Zaal 1
Zaal 1
Inloop

Er worden op de dag voor srvision & Trends in Tooling 9 workshops gehouden. Je kan je inschrijven voor deze workshops via de site.

Jan Pieter van Leeuwen & Frits Slingerland
10:00 - 11:45
Talentprofiel: Service Manager van de Toekomst

Wat je ambitie ook is, de medewerkers van je serviceorganisatie moeten het waarmaken. Een veerkrachtige serviceorganisatie vraagt ook om een veerkrachtige Servicemanager. Recent is het onderzoek naar het Talentprofiel: Servicemanager van de Toekomst uitgevoerd door HDLG in samenwerking met de hogeschool van Amsterdam en de Erasmus Universiteit. Tijdens deze inspiratiesessie krijg je de resultaten van het onderzoek gepresenteerd én wordt de IT Tooling op het gebied van Talentmanagement, die gehanteerd is voor het onderzoek, geïntroduceerd.

Veel organisaties spreken over talentmanagement voor het binnenhalen en vasthouden van IT-talent. Helaas ontbreekt in de aanpak vaak een betrouwbare en objectieve IT-tool voor het zichtbaar en bespreekbaar maken van de individuele talenten. Talentmanagement blijft dan vaak op het niveau van de mening en beoordeling van de recruiter of manager. Echter vanuit de brein- en neurowetenschap is bekend dat mensen geen objectief beeld kunnen vormen over de talenten van het team. Hoe creëer je dan wel een objectief en betrouwbaar inzicht in de talenten van je medewerkers? En hoe zorg je ervoor dat je IT-team de ambities ook gaan waarmaken in de praktijk? Je krijgt het antwoord tijdens deze inspiratiesessie. Onder de deelnemers wordt tevens een Talentprofiel verloot, zodat jij als winnaar jouw persoonlijke talentprofiel kunt toetsen aan het Talentprofiel: Servicemanager van de Toekomst.

Lunch

Bram Doolaege - Streetwize
12:15 - 14:00
VEERKRACHT & WENDBAARHEID

Recent onderzoek toont aan dat maar 1 op 3 van de IT professionals zijn, of haar, onvrede met het werk bespreekt met de directe leidinggevende. En dat is jammer want vaak leidt dit tot een vertrek dat in 65 % van de gevallen kon worden vermeden en slechts in een minderheid wordt veroorzaakt door een beter loon.

Het is maar één van de uitdagingen waarmee organisaties kampen in hun streven naar meer wendbaarheid. In deze tijden is verandering immers de norm. Streetwize laat zich inspireren door experts die voortdurend met verandering te maken krijgen en die steeds de vaardigheid om daarmee om te gaan in de praktijk zetten: straatkinderen. Door ons werk met straatkinderen via onze Mobiele School hebben de jongeren al veel kunnen leren van ons, en van elkaar. Met Streetwize draaien we de rollen om en kijken we hoe zij ons dingen kunnen bijleren en versterken. Onze ervaring op straat is weliswaar de basis en inspiratie voor ons werk, maar we ondersteunen die natuurlijk met academisch onderzoek van toonaangevende universiteiten én met solide bedrijfservaring.

Kortom, we volgen samen een cursus aan de Universiteit van de straat rond veerkracht of ons vermogen om met tegenslag, negatieve reacties en falen om te gaan en ervan te herstellen. En ook wendbaarheid, de vaardigheid om in dat kader snel en doeltreffend actie te ondernemen, komt aan bod. Tijdens de StreetwiZe Action Workshop rond veerkracht en wendbaarheid krijg je dus een hands-on leerervaring rond deze ‘streetskills’. Je gaat naar huis met een flinke dosis inspiratie en ook heel wat praktische tips om de veerkracht en wendbaarheid van jezelf, je team en jouw organisatie te verhogen.

Pauze

Barclay Rae - Consultant & Author - Service Management
14:15 - 16:00
Human Resilience - how to prepare for the future (ENG)

We are seeing many major changes in technology and the way we work, with the prospect of more automation, AI, RPA etc. All of these are great opportunities for development and use of technology, but what about the human side? What will this mean for those who currently work in the IT industry? Will there be jobs and the same jobs – in future? How do we prepare and adapt to meet the new challenges? This workshop will set out some key issues and help to set out options and strategies for IT/Technology/knowledge workers to use to build resilience and longevity into their careers and working lives.

Key topics and questions will include:

- Current challenges and changes in working approach
- What new skills are required?
- What existing skills and competencies will always be required?
- Do we need new/different type of people working in technology?
- How do we adapt our approach to recruitment and people management?
- How do we maintain our currency and relevance in the market?

Zaal 2
Zaal 2
Inloop

Er worden op de dag voor srvision & Trends in Tooling 9 workshops gehouden. Je kan je inschrijven voor deze workshops via de site.

Mark Smalley (DASA) - Robert den Broeder
10:00 - 11:45
HIGH IT PERFORMANCE SKILLS & BEHAVIOUR (ENG)

Digital enterprises place higher demands on the IT function. This implies that the IT function has to exhibit high performance. But what does that mean in terms of behaviour? What kind of skills enable this behaviour? And what other contextual elements does a High IT Performance Organization comprise?

In this interactive session we’ll start by exploring the characteristics of the digital enterprise and its IT demands. Considering the demands, you’ll identify the required behaviour, referring to the DASA Competence Model and Quickscan. Then we’ll explore behavioural change in general, resulting in an understanding that in order to change behaviour, you need to change the context, including the illusive notion of ‘culture’.

The expected takeaways of the session are
· Understanding of the demands that the digital enterprise places on IT
· Ability to identify observable behaviour
· Ability to identify behaviour that is likely to result in high IT performance

Lunch

Wim Hoving - Servitect
12:15 - 14:00
Back to Basic, Power to the People!

Agile werken in een weerbarstige omgeving
(de nuchtere inrichting én toepassing van geïntegreerd Agile servicemanagement)

Inhoud
Alles in servicemanagement draait om het creëren van customer value. En customer value is per definitie het gevolg van de handelingen van de professional; de vakman. De grote uitdaging van deze hectische tijd is dan ook: “Hoe stellen we de professional in staat om customer value te creëren? Hierin staat de mens dus centraal: de professional creëert, en de leider faciliteert.De laatste jaren buitelen mooie nieuwe methoden en modellen zoals Lean, Scrum, Agile, DevOps, OBM, VeriSM en nu ITIL 4 over elkaar heen. Ze leveren veel èn herkenbare meerwaarde. Ondertussen nemen de klantwensen toe en eist toenemende compliancy aantoonbare output én throughput. Al het nieuwe wordt aan elkaar toegevoegd zonder te komen tot één daadwerkelijk geïntegreerde werkwijze. Tegelijkertijd is er grote schaarste aan professionals (waar zijn toch al die T-shaped people?).We weten al jaren dat complexe inrichtingen niet werken. Leiders kunnen er geen leiding aan geven, professionals kunnen het niet uitvoeren. Vrijwel geen organisatie past haar eigen instructies toe. En ondertussen besteden de professionals en leiders hun tijd en ergernis aan vergaderingen, afstemming en miscommunicatie. Ook weten we dat alle goed functionerende elementen bij verschillende organisaties heel sterk op elkaar lijken. En ook zien we dat Agile werken nieuwe elan en flexibiliteit in de dienstverlening brengt.De oplossing ligt dan ook in eenvoud, integratie en standaardisatie van Agile servicemanagement, waardoor de mens, de professional én de leider, zijn werk goed kan doen.

De workshop
In deze interactieve workshop geeft Wim Hoving, ontwikkelaar van de ISM-methode, zijn nuchtere en bevlogen kijk op de ontwikkelingen en bekijken we wat de professional echt nodig heeft om customer value te creëren. We bouwen vanuit een paar eenvoudige principes een integraal model op voor Agile servicemanagement.Vragen die, mede afhankelijk van de interactie, aan de orde komen: - Modern Service Management: Wat zijn de kernelementen van geïntegreerde IT-dienstverlening?
- Behavior: Welk gedrag van professionals en leiders is nodig? (de toepassing van OBM)
- Agile werken: Welke kansen en knelpunten bieden Lean, Agile, Scrum en DevOps?
- De verandertrechter: Hoe kan de werkwijze (het gedrag) van professionals, leiders en teams snel en duurzaam aangepast worden? (integratie van de Maslow leercurve, Scrum en OBM)
- Enterprise servicemanagement: Hoe kunnen Business, functioneel- en technisch beheer beter samenwerken?
- De natuurlijke flow: Welke universele werkwijze ligt ten grondslag aan iedere dienstverlening?
- ITIL 4 en VeriSM: Wat zijn de belangrijkste kenmerken?
- Standaardisatie: Waarom maatwerk en hoe ver kunnen we gaan?
- De hybride organisatie: Hoe werken kennisteams, squads, projecten en outsourcing samen?
- Het management dashboard: Welke online info heeft de leider nodig?
- Single Flow Handling: Waarom nog onderscheid tussen changes, incidenten en service requests?

Veel vragen, waarop correcte losstaande antwoorden alleen niet voldoen. Eenvoud, integratie en standaardisatie zijn nodig om Agile servicemanagement duurzaam succesvol te maken. Wim Hoving zal deze workshop op zijn geheel eigen wijze leiden, met veel ruimte voor interactie en geeft een preview op ISM4.0.

Pauze

Bas Blanken, Alexander Kroese - TOPdesk
14:15 - 16:00
Agile Service Management

Is bijna iedereen om je heen aan het scrummen, 'Kanbannen' en tref je bij de koffieautomaat steeds meer agile coaches aan? Heb je echter geen idee wat je afdeling met al die nieuwe termen aan moet? Ervaar in 90 minuten hoe de moderne agile-principes je kunnen helpen om je dienstverlening op concreet te verbeteren. Geen jarenlange organisatieveranderingen, maar kleine verbeterexperimenten waar je morgen al mee kunt beginnen.

Zaal 3
Zaal 3
Inloop

Er worden op de dag voor srvision & Trends in Tooling 9 workshops gehouden. Je kan je inschrijven voor deze workshops via de site.

Rob Akershoek
10:00 - 11:45
De IT-organisatie van de toekomst: wat heb je daarvoor nodig?

De IT-afdeling staat momenteel flink in te steigers om de digitale ambities van de business waar te maken. Op nagenoeg alle fronten worden veranderingen doorgevoerd, om de groeiende complexiteit van het IT-ecosysteem (o.a. Cloud) te kunnen managen en om aan de zwaardere eisen te kunnen voldoen. De organisatiestructuur wordt onder handen genomen waarbij multidisciplinaire agile teams worden geformeerd.Nieuwe leveringsmodellen worden geïntroduceerd, zoals Agile-development, Continuous Delivery en DevOps. Daarnaast wordt er flink geïnvesteerd in IT-managementtools voor het automatiseren van de diverse IT-activiteiten (om handmatige activiteiten te verminderen).Aan initiatieven om de IT-dienstverlening te verbeteren is dus duidelijk geen gebrek. Wat echter ontbreekt, is een gedegen ontwerp en plan om al deze losse initiatieven in goede banen te leiden, om uiteindelijk te komen tot een gestroomlijnde en geautomatiseerde IT-voortbrengingsketen. Deze workshop gaat in op het ontwerpen van de toekomstige IT-management blauwdruk om aan nieuwe uitdagingen te kunnen voldoen (waarbij diverse practices zoals Scrum, DevOps, ITIL en IT4IT optimaal worden gecombineerd).

Lunch

Will Evans
12:15 - 14:00
Adaptive Governance Patterns for Resilient Enterprises

How can you design resilience into your organization? In other words, how can your organization absorb the shocks to the system caused by the acceleration of change in our world?

Many challenges within organizations today begin and end with over-bounded systems and governance frameworks that prevent adaptation and resilience. When organizations face challenges, they tend to introduce more governance including constraints, policies, and processes unaware that the control and governance systems they’ve put in place are the root of their problems.

Improving governance requires a mindset shift from one of robust fail-safe systems to more resilient safe-to-fail systems that can detect, triage, mitigate, and recover from potentially adverse impact on the system as a whole. We’ll leverage the 6Cs of adaptive governance as a new framework for organization structuring within enterprise IT organizations. The 6 Cs requiring consideration include:

- Constraints
- Complexity (Demand, Dependencies, and Delivery)
- Coherence
- Cohesion
- Coupling
- Culture
This workshop is a combination of lectures, reflection, discussion, and activities to explore the various governance patterns to apply to your value streams depending on the nature and complexity of demand, delivery, context, and customer within your IT service organization.

Pauze

Paul Wilkinson - Gamingworks
14:15 - 16:00
The new Marslander (ENG)

ITIL4 has been launched. ITIL4 is taking us in a new direction. Many organizations have a legacy ITIL capability. New business demands and drivers have forced the adoption of Agile and DevOps practices. Legacy ITIL is seen as too much control and slowing down flow. The industry demanded a more Agile form of ITIL, an ITIL that raises ITSM to a strategic capability. But how do you make that shift in mindset and behavior?

In this simulation you will explore some of the new ITIL4 concepts and will have a chance to apply them in practice. In our Apollo 13 simulation we used ITIL to take us to the moon. The MarsLander simulation will use ITIL4 to get us Mars. Changing services in real time to meet increasing customer demands for value.
Developing new applications features, new service offerings, co-creating with the users, customers, suppliers in an end-to-end value stream.

Will you be able to change your mindset and legacy behaviors to the new way of working in the Agile, value focused future of ITSM?

Key-notes 28 Maart srvision & Trends in Tooling

Chairwomen - CEO Wigo4IT

Larissa Zegveld

Larissa Zegveld has been managing director of Wigo4it since June 2017. Larissa worked for seven years at the Quality Institute for Dutch Municipalities, now VNG Realisatie, of which the last four years as director. She consciously made the step towards implementation, because she thinks that implementation and policy should be much more balanced. She also has work experience at Rijkswaterstaat and NOB and therefore broad expertise in the field of public administration, organizational science and, above all, information-related issues. 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 are citizens themselves. 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

Volledig programma 28 Maart srvision & Trends in Tooling

Program 28th March 2019

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09:00
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10:00
10:30
11:00
11:30
12:00
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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
EMPOWERING USERS THROUGH SITE RELIABILITY ENGINEERING (SRE)
English

Users of our systems care very little about the product or service itself and almost nothing of the underlying technology we as engineers pour our efforts in to. What they care about is achieving tasks that are important to them. They care about results. Results that make their lives better.By shifting our perspective to align better with what users care about (i.e. results that make their lives better) we as engineers can provide a more reliable and resilient system. We can create more successful users. Ones that will not only remain long-time customers but advocates and advisors to help guide and grow the business.In this talk we'll examine what users truly desire. We will discuss ways in which we can adjust our monitoring efforts to obtain that information. And last we will talk about how we can create a virtuous feedback loop to provide insight on how to fulfill those desires.

Short break
10:50 - 11:20

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

Ruben Terlou studied Mandarin in China and Medicine at the UvA. Before, during and after his studies he was active as a photographer in China and Afghanistan in particular. With his series he won various prizes at the Zilveren Camera and in 2016 the Prize for Innovative Photojournalism. That year also marked the Ruben Terlou television debut, with the successful series 'Along the banks of the Yangtze', broadcast by the VPRO. In six parts the viewers followed Terlou while he interviewed the Chinese he met in an open and penetrating way. With this he offered a special insight into contemporary Chinese society. The series was also nominated in 2016 for the Silver Nipkow Disc.At the beginning of 2018, the popular seven-part documentary series 'Door het hart van China' was released. During September - October 2018 there will be an exhibition of Terlou’s photo work at Galerie Helga Hofman in Alphen aan den Rijn, and Ruben is also working with Lebowski Publishers on a photo book and a non-fiction publication: Chinese dreams.

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

Barry van Kampen - The S-Unit
10:10 - 10:50
HOUSTON WE HAVE A PROBLEM
Nederlands

Everybody knows the famous words of Apollo 13, but was it actually a problem? In this lecture I would like to bridge the gap between our daily incidents and situations in our organizations and experience how we are acting on security incidents. Are we doing actual “cyber security problem management”? Or is there still a long way to go? What are the key objectives to handle such processes from an ethical hacker approach? Where are their chances so we can use them to lower the impact to be better prepared against cybercrime? In this talk you are “Houston” and you need to safe your Apollo mission...

Short break
10:50 - 11:20

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

Gert-Jan Ridder | Manager ICT CJIB & Claudine Koers | Principal consultant Quint
12:10 - 12:50
CJIB: Value-oriented & compliant with agile teams & ITIL4
Nederlands

In the digital transformation of the CJIB, more and more work is being done in an Agile and DevOps manner. Not only by ICT teams but also in closer connection with the CJIB business departments. This agility of the CJIB serves the service to citizens, chain partners, own employees and the government itself. It is essential that, along with this increasing agility, the processes, policies and rules are set up in such a way that this agility is supported and that the CJIB is and remains compliant with the (stricter) laws and regulations. At CJIB we try to invest as much responsibility as possible in the organization to achieve ownership and quick decision-making. GRC, ITSM and agility must be felt and implemented throughout the organization and be part of the 'organization DNA'. We take the participants along in our journey and how we consider aspects of ITIL 4 in this.

Stephen Mann - on behalf of Axios
13:40 - 14:20
IS IT TIME TO CHANGE YOUR ITSM TOOL?
English

In the current wave of change within the IT landscape right now, how can your ITSM tool help reduce Total Cost of Ownership unnecessary spending? Ultimately, you need something which aligns with your overall strategic vision.

In this presentation Industry expert Stephen Mann (ITSM.tools) explores the key elements which have forced this change in the ITSM tool marketplace and what you need to consider when assessing your current ITSM tool.

What you'll learn:
- The key changes the ITSM tool marketplace faces in the 2020s
- How your next ITSM tool should reflect your IT 2020s’ vision
- Why change the tool in the first place?
- Key takeaways and Q&A

Room Change

Peter Brouwers - Bol.com
14:30 - 15:10
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 and a live demo, it becomes clear how 70 autonomous teams deliver service resilience for our 9 million customers and 22,000 partners.
Slides in English, Talk in Dutch.

Short Break
15:10 - 15:40

Resilient Strategy
Resilient Strategy
Room Change

Wim Hoving - Servitect
10:10 - 10:50
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
10:50 - 11:20

Erik Koridon - CEO Growtivity
11:20 - 12:00
MAKING HEALTHCARE DIGITAL WITH E-HEALTH
Nederlands

Innovation in Healthcare, the process from Design Thinking to work in implementation via the Scrum method. Practical customer cases with tips on how users are hooked up in the project and where the success factors are for a very successful project.

Room Change

Etienne Terpstra - Hollander & Joel Eijssen (Microfocus)
12:10 - 12:50
DIGITAL TRANSFORMATION? WE DID IT!
Nederlands

Would you like to move to a digital enterprise and manage your digital transformation better, cheaper and faster with less risk and with innovations? This is a story describing the ingredients needed to manage and move to a digital enterprise, including:· a practical guide with real examples · 10 master use-cases · using reference models like IT4IT · using a highly innovative automated integrated toolchain · build and deliver better and faster (DevOps) · Run and transform (Hybrid IT) · ensuring maturity growth and time to act through embedded machine learning (Predictive Analytics) · Security Risk and GovernanceCome and learn from our journey and accelerate yours!

Roeland van Rijswijk - Service Management consultant
13:40 - 14:20
THE RISING NECESSITY FOR AUTOMATION AND AI IN IT SERVICES - AND WHERE TO START WITH IT
Nederlands

IT, the big enabler of office automation and innovation, is now at risk of becoming the ‘department of no’. Unable to keep up with the business’s needs in digitization, or the new ways in which organizations and their employees want to work. To be able to look ahead, rather than cleaning up yesterday’s mess, IT services need to transform and start working more cleverly. How? By using tools widely available, and preparing for new possibilities that will be here in the future. Learn how to start with automation today, what you should definitely not do, and learn how far we are in making AI our everyday helping hand.

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 SUCCESS?
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.

Short break
10:50 - 11:20

Jean-Marie van Cutsem - Global Service Standards & Catalog Management
11:20 - 12:00
RESILIENCE IN A MULTI-PROVIDER SERVICE MANAGEMENT ENVIRONMENT
Nederlands

Resilience is the ability to provide and maintain an acceptable level of service in the face of faults and challenges to normal operation. But what if you have outsourced many services, to different provider? How will you build resilience into such a complex service delivery model? After all your whole service delivery is as strong as the weakest link…

Come listen to Jean-Marie van Cutsem as he explains how Deloitte manages this!

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.

Josh Caid | Chief Evangelist Cherwell
13:40 - 14:20
THE VALUE OF MODERNIZING SERVICE MANAGEMENT

Room Change

Mauricio Corona - CTO Service Desk Institute (Mexico)
14:30 - 15:10
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.

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".

Short break
10:50 - 11:20

Samanage
11:20 - 12:00
THE ERA OF EMPLOYEE SERVICE MANAGEMENT
English

Technology has empowered the modern employee like never before. Today’s workforce is active from mobile devices, working on site or from home, and is always connected to the data that drives business decisions. IT service management in the modern era is entrusted with a tall order of enabling employees in much more demanding technology environments. Learn to streamline services and workflows throughout the organization in the era of employee service management.

Room Change

Annemarie Wolfrat - Agile Coach
12:10 - 12:50
EMPLOYEE ENGAGEMENT - A LONG -LASTING RELATIONSHIP OF RECIPROCITY
Nederlands

Every manager wants it. Every employee wants it. Your customers feel it. What is it? Achieving the perfect balance between what the organization needs, and what an employee wants. Sounds like a fairy tale? It’s definitely not!

Employee engagement is the competitive edge we all need in this economy focused on knowledge and services. You can no longer just work harder or hire more people to stay ahead of the curve. Countless studies, from Gallup among others, show that companies with a high rate of employee engagement are more successful and grow faster than companies that have a lot of actively disengaged people.

In this presentation, I will take you through the dynamics of employee engagement, especially within the service management world. You will learn how to create and improve this engagement, and see how the ‘world of working’ could be.

Cees Broer & Wil Krieken - Ivanti
13:40 - 14:20
REMOVE THE SILO'S: UNIFIED IT FOR BETTER SERVICE
Nederlands

IT organizations often work in silos and are constantly confronted with technological developments, higher demands from the tech-savvy end user and pressure from management to “do more with less”. The lack of unity between tools and teams leads to increased risk, higher costs and reduced Service Resilience.It is time to break down the silos to work safely, efficiently and in a user-friendly manner and to facilitate Service Resilience. Experience during this session what benefits the concept of Unified IT can offer your organization whereby IT silos are broken down, more automation takes place and compliance compliance is optimized. Practical examples will be discussed as well as various trends that are current in 2019 and beyond.

Room Change

Jaap Augustijn PO IT Automation KPN & Jacco Luijt Sr. ServiceNow Professional
14:30 - 15:10
SERVICE BURNOUT
Nederlands

SERVICE BURNOUT

Service Resilience or resilience. Increasing your personal resilience works as a solution to a Burnout. Is Service Resilience the solution to go through life as a Service Provider again innovative, full of energy and with a high NPS score?

What does Service Resilience mean for your organization and what behavior is asked of the employees? Jaap Augustijn (Product Owner at KPN and part-time change manager and coach) and Jacco Luijt (Service Management Consultant at Quint Technology) will use practical examples to make an outline of the organization with which a Service Burnout can be prevented.

Short Break
15:10 - 15:40

Program 28th March 2019