itSMF Magyarország 6. Konferenciája

2010 márcizs 25 csütörtök:

 

Kezdés	Időtartam		2010. március 25. csütörtök
9:00	0:40		Service Design and the Service Catalogue: A practical approach and case study	Colin Rudd
9:40	0:40		Does your IT service organisation measure anything useful?	Ivor Mcfarlane
10:20	0:25		Szünet
10:45	0:40		Organising for success:  Things to consider when defining roles and structure	Colin Rudd
11:25	0:40		KPI's to beat the crisis	Arjen Droog
12:05	0:25		Szünet
12:30	1:00		Panel discussion: The role of metrics in IT Service Management	Kerekasztal
13:30	0:40		Fejlesztéskövetés fejvesztés nélkül, avagy kiadáskezelés megvalósítása banki környezetben	Angyal Gergely,Raiffeisen Bank - Kováts Márton,KFKI

 

1. Colin Rudd:

Service Design and the Service Catalogue: A practical approach and case study

 This session provides an overview of a practical approach to the creation of Service Catalogue, using the techniques developed by the author of the Service Design book.  It also describes and explains a case study where these techniques were successfully used within a real organisation.

2. Ivor Macfarlane:
Does your IT service organisation measure anything useful?  
 IT people and the business people are different. Traditionally in IT we need to understand how things work, get our kicks from fixing things when they break. The business should be able to view IT as a utility, a taken-for-granted foundation on which they can build their services to their customers. ITSM’s focus should be on what they deliver, not on the tools they use.
This fundamental mis-match requires IT to take a perspective on what matters to the business. This perspective needs to be supported by appropriate measurements. These measures need to capture what matters to the supported business – and these tend to be ways of looking and measuring that are nor intuitive to IT, and need to be thought about by ITSM.
This kind of measurement is about the harm, and the benefit, that IT does to the business – not easy numbers like availability or incident resolution.
This talk will describe – in the presenter’s experience and perspective - the background, consider the current situation and explore a mindset and approaches that can describe service management effectiveness in a way that actually reflects its value to the customers that are paying for it.

3. Colin Rudd:

Organising for success:  Things to consider when defining roles and structure

 This session provides an overview of an approach to defining roles and the structure of IT service provider organisations.  It will discuss and explain some of the relationships and concepts that should be considered when reviewing the structure and the responsibilities within an organisation.

4. Arjen Droog:

KPI's to beat the crisis    

 Delivering stable and high quality IT services requires a visionary IT manager, talented staff and good KPI's. The vast majority of KPI's used today actually aren't KPI's at all. They're just statistics. For instance: numbers of incidents, percentages of processed changes or availability figures for network components. Typical examples of things that are measured often, but don't significantly help in gaining a solid grip on the quality of services. In this session Arjen Droog (NL) will share his experience in the KPI's that create a solid dashboard for those who are responsible for the IT services. KPI's that make a difference and really are key in successful process management. He will reference the KPI's in the ITIL version 3 life cycle.

5. Panel discussion: The role of metrics in IT Service Management

Résztvevők: Colin Rudd, Ivor Macfarlane, Arjen Droog, Robert Falkowitz

2010 március 26 péntek:

 

Kezdés	Időtartam		2010. március 26. péntek
9:00	0:40		"Chronicle of a Death Foretold"	Robert Falkowitz
9:40	0:40		Adopting and adapting ITIL® into Small IT organizations	Ivor Mcfarlane
10:20	0:25		Szünet
10:45	0:40		How to identify and retain talents in an IT organisation	Luciana Abreu
11:25	0:40		Szemirámisz CMDB-je	Sugár Péter,Raiffeisen Bank – Visontai Balázs,KFKI
12:05	0:25		Szünet
12:30	0:40		Hogyan lesz adatbányából aranybánya? - Szolgáltatások kapacitástervezése a Budapest Banknál	Németh Balázs,Budapest Bank-Fehér Péter,Corvinno-Visontai Balázs,KFKI
13:10	0:40		Folyamat fejlesztés és támogató szolgáltatás – stratégia-tervezés-bevezetés	MAVIR – OGYS

 

1. Robert Falkowitz:

"Chronicle of a Death Foretold"

 A case study of how things go wrong when:

- you define strategies, but ignore them;

- you ignore the normal service lifecycle order, and do the work in the

order: Build, Operate, Design, Test; rather than doing it in the order

Design, Build, Test, Operate.

2. Ivor Macfarlane:
Adopting and adapting ITIL^® into Small IT organizations.

 ITIL has traditionally been thought of as applying best to large IT organizations, having too much inherent bureaucracy to bring benefits to smaller IT units. But in practice the principles have always offered real benefits, irrespective of size. As ITIL spreads and grows around the world, this message is ever more important.
 Making constructive use of the ITIL ideas in smaller organizations is the subject of an ITIL book ‘ITIL: Small Scale Application”. This books set out ideas, techniques and ideas intended to be useful to those delivering ITSM within smaller organizations (although many of the ideas are valuable to ITSM practitioners in all sizes of organization).
 This talk will explore those including how to make best advantage of that speed, versatility and adaptability that comes with smaller size, the differences that belong to being small and the impact on many aspects from service desk hours to staff recruitment.

3. Luciana Abreu:

How to identify and retain talents in an IT organisation

4. Sugár Péter,Raiffeisen Bank – Visontai Balázs,KFKI: