Welcome to the itSMF Estonia 11th annual conference - where every presentation is a keynote!

08:00 - 08:30
Morning coffee
08:30 - 09:00
Conference opening
itSMF Estonia [EE]
09:00 - 09:40
Getting Corporate Self-Service Right in the Long Shadow Cast by Consumer-World Exemplars
ITSM.tools [UK]

Many corporate IT organisations are still struggling to achieve self-service success. Well, to be more precise, they are still struggling with end user adoption of their newly deployed self-service capability.

Why? Some causes relate to not truly understanding end user wants and needs, and issues with organisational change management (or the lack of it). But corporate IT self-service, and every other offered service, is not provided in a vacuum - with end users’ expectations increasingly influenced by their often-superior consumer-world experiences. These consumer-world-driven expectations also apply to other corporate service providers, such as HR and facilities, making the need to up the approach to self-service capability delivery a company-wide issue whether part of an enterprise service management strategy or not.

This presentation will talk to the state of self-service success, the common issues experienced with corporate IT self-service initiatives and what can you do to avoid them, and other good practices to employ both pre and post self-service go-live.

09:40 - 10:20
ITIL Practitioner walks: Communication
itSMF Portugal [PT]

Sharing my real life experience with communication in projects and service. Having done both for the best part of the last 20 years, I am bringing learned lessons for all who work with IT.

From storytelling to share a vision up to telling bad news to a customer, communication is crucial to make sure the message is understood and people do take action. The more prepared we are to communicate using the right channel and timing, the better our work will translate into value.

Excellent communication often trumps inefficiencies within organizations and with other parties. It’s not by chance that the ITIL Practitioner book has a whole chapter on communication.

10:20 - 10:40
Coffee break
10:40 - 11:20
Service Integration And Management In Real Life
Syscom AS [DK]

We share our experience by a case story about how to develop an Automated Datacenter for a company in the financial industry to make it possible for them to manage and grow business in a more structured way, a company that has several vendors helping them to cater for, with different needs and processes for different customers.

Before the company had dedicated teams to help one customer, they wanted every staff member to be able to help all customers accross teams, through ”New Way of Working”.

Through scoping, project management and developing technical integrations between ITSM tools, we have helped the company achieve goals that on the long term covers: SLA management through just one tool, Onboard new Clients, Continuous Automation and Invest gains/benefits/cost savings in organisation to enable and trigger more change towards empowered teams and anchoring the new culture.

11:20 - 12:00
Consider using your ITSM tool beyond IT? Do your homework first!
Cognizant [CH]

Using the Service Management practises and ITSM tool outside IT is very popular trend. However, before you approach other service units, do your homework! What are the special characteristics and needs of the other units, like HR, Facilities, Legal, and Marketing etc? What is the value for them? To what extent you can expect the teams to utilize Service Management practises? Elina will share the experiences how to start the journey and hopefully helps you to avoid some of the pitfalls.

12:00 - 13:00
13:00 - 13:40
Bringing ITIL Practitioner to life with Lego Serious Play
Connect The Dotz [BE]

ITIL Practitioner is a long anticipated addition to ITIL, helping ITSM professionals understand how to adopt and adapt ITIL within their day-to-day work practices. It focuses on skills such as communication and organizational change management, and provides a set of guiding principles for ITSM. Although the guidance includes great examples and a nice toolkit, the challenge remains to put it all to practical use.

Lego bricks can help overcome this challenge. When speaking of Lego, people often associate it with child’s play or with some nice constructions they have made during business games or workshops to mimic an object. LEGO© SERIOUS PLAY© is however a totally different animal. It is a scientifically backed method for communicating, thinking and problem solving that can be used for strategizing and organizational change management.

In this session, you will learn how LEGO© SERIOUS PLAY© is a great way to bring the guidance to life and how it maps to ITIL Practitioner, supported by practical examples.

13:40 - 14:20
Knowledge sharing does not make you less important!
Symfoni ESM [FI]

Have you ever wondered, why the customers are always asking the same things all over again? Or have they ever complained that they haven’t reached you or your support function when they needed help? Your phone lines have been too busy? Or are there too many tickets in the queue? How to improve the situation, if hiring more people is not an option? This presentation focus to the different ways of sharing the knowledge; sometimes even without Knowledge Management database. This is a story of the real life examples, and reached benefits. Presentation 3 key take-aways:

  • How to share Knowledge in different ways?
  • How to identify benefits of Knowledge database implementation?
  • Can you measure everything?

14:20 - 14:40
Coffee break
14:40 - 15:40
Leveraging Cynefin for decision-making
Cognitive Edge [UK]
15:40 - 16:00
Coffee break
16:00 - 16:40
Correlating performance metrics to troubleshoot user experience? So 2015!
Plumbr [EE]

With everyone having less and less time at hand, traditional application performance monitoring techniques are becoming outdated. There is simply no time to manually analyze each user interaction and correlate metrics to figure out why an application is unhealthy. The following questions become ever more important to answer:

  1. Which metrics should I monitor to ensure best results for my company/organization?
  2. How do I know that I'm spending time doing things that matter most to my company/organization?
  3. And in the end - how can I be sure that my services deliver the best user experience possible?

Priit from Plumbr will explain how modern technology elegantly answers the above questions. Algorithms that automatically link poor user experience to technical bottlenecks in code save time for IT teams and make sure that digital services are user friendly and contribute to a healthy business.

To counter balance Priit's optimism typical to all product vendors, Meelis from Eesti Töötukassa (Estonian Unemployment Insurance Fund)will join the stage and explain what changed for his team and organization after they adopted the approach and tools. He will showcase specific examples where the new approach has been helpful and tell us how even their board meetings are different now.

16:40 - 17:20
How good is your IT?

Many CIOs lead never-ending discussions with top management whether IT is good, not good, better or worse than in other similar organizations. While there are several ways how to assess maturity levels of individual process in IT there is no consistent and repeatable approach how to measure and benchmark overall IT quality level, provide quality / costs comparisons. We will introduce way how we measure and compare IT quality in a way, which management understands. IT QUALITY INDEX is holistic 48 quality dimensions measurement concept, which provides answer to key question “How good is your IT?".

17:20 - 18:00
ITIL Practitioner and the Three Ways of DevOps
Optimal Service Management [UK]

Many people think that DevOps only applies to new, online, organizations, that deploy hundreds of changes per day based on complete automation of the toolchain from software development to deployment. This is certainly where DevOps started, but the philosophy behind DevOps is much more than just automated tooling and rapid software deployment. It’s about working more efficiently and effectively to deliver joined up value to our customers - and that is something we ALL have to do. This session will explain the 3 ways of DevOps (flow, feedback, and experiment and learning) and show how every organization can use ideas from ITIL to help adopt them, regardless of the type of organization or the frequency with which they deploy software.

18:00 - 18:15
Prize draw and conference close
itSMF Estonia [EE]