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Conference Programme 2009
Speakers information & Speaker CV's
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HP Software Room
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Service Management
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Infra Room
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Softskills
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Compuware Room
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Regulations
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08:00 – 09:00
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Registration – Breakfast served in the Hollywood Lounge
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09:00 – 09:10
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Welcome and introduction by Steven De Smet, President itSMF Belgium
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09:10 – 09:50
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Francisco Garcia-Moran, European Commission
One of the major objectives of the e-Commission programme is to delivery better quality and more
transparent services for internal staff and external stakeholders. The achievement of this objective (our own Odyssey) depends on streamlined IT Service Management processes, in which ITIL best practices play a major role, together with interoperable information systems supported by a performing ICT
infrastructure. The presentation will focus on past activities and lessons learned, present status, ongoing actions and future challenges of IT Service Management in the European Commission
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09:50 – 10:30
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Clement Baerts, Colruyt IT
User Case: Impl. Service Management in Colruyt IT for the Colruyt Group
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Christophe Leenknecht, Infra Benelux
I have my process and tools but everybody is gone now…
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Jean-Luc Gerardy & Danièle Krebs, European Central Bank
The ISO/IEC 200000 management system
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WORKSHOP
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Workshop Paul Wilkinson
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10:30 – 11:00
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Coffee & Refreshments Break served in the Hollywood Lounge
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11:00 – 11:40
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Jeroen Bronkhorst, HP Software
Accelerate your business outcomes with ITIL V3
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Jan Mennens, KBC
Why good people are more important than good processes.
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Marnik Demets, Demets & Heuskin
Beyond Cost-Cutting: Cost-Effectiveness Management; Managing Real Agility to Continually Adapt to the Environment
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Workshop Getronics
IT maturity: everything you ever wanted to know about what your end-user thinks of IT but were afraid to ask.
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11:45 – 12:25
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Sylvie Prime, Sogeti
Assessing the maturity level of the IT processes with AIDA
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Kris Troukens, IBM
The importance of a proper PMO supporting the implementation of ITIL processes.
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Presentation Compuware
To be defined
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12:25 – 14:00
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Lunch served in the Hollywood Lounge
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14:00 – 14:40
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Jan Van Bon, Inform-IT
Standarization based on good architecture in ITSM: the uprise of the “consultancy killer”
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Philippe Delbeke, Altran cis
Building a Business Case for the introduction or improvement of IT Service Management
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Martijn Adams, Infravision
Case study: Itil implementation at Danone in 12 weeks
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Workshop Topdesk
‘ITIL in Practice - From an Incident in the Self Service Desk to a Completed Change'
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14:50 – 15:30
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Hans Dobbelaere, Quint Wellington Redwood
aspects of service management
(including those that we have forgotten about)
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Luc Botten, Getronics – Rode Kruis
People, Process, Technology at the Red Cross
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Georges Ataya, Solvay Business School
IT Governance and implementation of IT management frameworks
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Workshop HP Software
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15:30 – 15:50
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Coffee & Refreshments Break served in the Hollywood Lounge
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15:50 – 16:30
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Dirk Vangoidsenhoven & Paul Oostvogels, BMC Software
Back to the future.... how new is ITIL really ??
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Hans D’Hooge & Christiaan Vandist, Capgemini - Indexis
Implementation of an integrated performance mgmt system around Business Services
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Jurgen Strijkers & Theresa Wright, Computacenter – Istya
Achieving ISO/IEC 20000 Certification - A Case Study
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16:30 – 17:15
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Paul Wilkinson, Director, GamingWorks BV
“ABC is like an Iceberg, much of it hidden beneath the surface and yet capable of inflicting enormous damage.....” to your IT organization, or more importantly, your business!
ABC stands for the ‘Attitude’, ‘Behaviour’ and ‘Culture’ of IT organizations. It is the ABC issues that are
preventing many IT organizations from realizing the benefits of ITSM improvement
projects. A recent Forrestor report revealed 52% of such initiatives fail because of resistance. Frameworks alone, such as ITIL, ISO, CobiT are not enough. Unless the ABC issues are addressed there is a strong possibility that deploying such a framework will fail.
This is an interactive session in which a number of small teams will be given 1 or more exercises to perform using the ABC of ICT worst practice card set. This card set contains 57 industry recognized worst practices. This session is intended to stimulate dialogue and discussion amongst participants , the aim is to identify the most common ABC worst practices and the consequences, impact and risk to your organization. Delegates will gain an insight into the hidden ABC issues within their organization and can also discuss experiences in dealing with these worst practices. The results and findings will be captured and shared with all itSMF members.
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17:15 – 17:30
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Closure by the itSMF team
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17:30 – 19:00
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Networking, Cocktail and Snacks served in the Hollywood Lounge
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itSMF Conference Gold Sponsors
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