Service Delivery Forum International 2014, 22 May 2014. Best practices, frameworks, methods, such as ITIL®, COBIT®, ISO/IEC 20000, SFIA, Six SigmaTM are bringing new approaches to IT management, helping organizations quickly adopt valuable collections of good practices followed by many leading companies but also rapidly spreading in smaller organizations across different business lines. Conference SDFI is established to provide vendor neutral platform bringing together IT professionals across business lines and company sizes to share their positive experience with usage of global practices but also offer platform for sharing mistakes which could happen in adoption process.
Program SDFI 2014
full version in PDF
|08:20 – 09:00||Registrations|
|09:10||Q4IT, CZE – Zdenek Kvapil
Veletrhy Brno, CZE – Martin Kaspar
Conference focus – Balancing costs, risks and quality of IT Services.
|09:15||AXELOS, GBR – Kaimar Karu, Phil Hearsum
AXELOS and the future of IT Service Management.
|9:45||DVZ, DEU – Jörn Oldag
How big kids experience changes – conclusions from an external and an internal perspective.
|10:15||ITRP Institute, USA – Cornelis Winkler Prins
The Unique ITSM Challenges of Multi-National Corporations.
|10:45 – 11:00||Coffee break|
|11:00||Honeywell, CZE – Lukáš Harvánek, Lucie Fisherová
How to decrease costs, risks and simultaneously increase quality of provided services? Could it be achieved by adopting Lean principles and Six Sigma tools?
|11:25||OTIS, CZE – Zdeněk Jelínek
Quality, security and pragmatic approach in IT / IS.
|11:45||PPG, CZE – Lubomír Kobeda
Challenge of change management.
|12:05||Česká spořitelna, CZE – Luděk Skokánek
Net promoter score can help you to avoid the perception that you are providing declining service over time.
|12:20 – 13:25||Lunch|
|13:25||OfficeDepot, CZE – Pavel Farka
IT service delivery introduction in several different multinational companies. Different approaches, SLA targeting, Risk handling and board of managers interaction.
|13:50||EXIN, NLD – Etel Frank
The EXIN story of e-CF
|14:10||Moravskoslezský Kraj, CZE – Tomáš Vašica
Experience with deployment of unified Service Desk in region organizations.
|14:45||itSMF CZE, itSMF SVK, MES Centrum, CACIO – benefits of membership
Benefits of membership.
|15:00 – 15:20||Coffee break|
|15:20||AVG, CZE – Pavel Soukup, Ivana Hančíková
No Pain, No Gain.
|15:50||itSMF Slovensko, SVK – Miroslav Havelka
Where starts the business responsibility for IT (and where it ends)?
|16:10||Dixons Retail, CZE – Igor Dobřický
Support model for e-commerce web site.
|16:40 – 17:00||Discussion, conference summary – invitation to SDFI 2015|