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Room 12 - Regulations
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Room 12 - Compuware room - Regulations
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Click here for Room 2 - HP Software Room - Service Management
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Click here for Room 6 - Infra Room - Softskills
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European Central Bank
Jean-Luc Gerardy
Danièle Krebs
The ISO/IEC 200000 management system
09:50 - 10:30
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Summary of the presentation:
The goal of the presentation is to introduce the management system put in place by the European Central Bank for successfully acheiving the ISO/IEC 20000 certification.
It will cover aspects of the service management policy, the service management plan, the process maturity model, the documentation policy, the metrics catalogue, the continual process improvement, the process risk management, and the IT staff competency development.
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Curriculum Vitae of the speaker:
Jean-Luc Gérardy received his Master Degree in Electrical Engineering in 1981 at the University of Liège, a post-graduate degree in Business Administration at the University of Louvain n 1982 and a post–graduate degree in Telematics and Organisation at the University of Brussels in 1992.
In 1982, Jean-Luc joined the National Bank of Belgium as engineer in the Premesis department. In 1990, he was appointed Senior System Engineer in the EDP research Division. In 1993, he became responsible for the Support of the Front Office Division in the Financial Market Department. In 1997, he was seconded to the European Monetary Institute in Frankfurt (Germany) and he was transferred to the European Central Bank (ECB) in 1998. He is currently the Head of the IT Operations and Support Division of the ECB being responsible for the operations and support of all ECB and ESCB (European Systems of Central Banks) applications.
In 2008, he successfully introduced all ITIL service management processes and obtained the ISO/IEC 20000 certification. During the last itSMF UK conference, Jean-Luc’s project received the prestigious itSMF UK project of the year 2008 award.
Jean-Luc is chairing the ESCB IT Service Management task force having for goal to harmonise the Service Management processes across the ESCB.
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Demets & Heuskin
Marnik Demets
Beyond Cost-Cutting: Cost-Effectiveness Management; Managing Real Agility to Continually Adapt to the Environment
11:00 - 11:40
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Summary of the presentation:
There are some constant issues with IT Management: IT Budgets and Business Requirements are (over-)cyclic, balancing between vagues of huge spending and severe cost-cutting. Another constant issue is that spending is (at least perceived as) obscure, with very varying Business requirements and expectations in consequence.
Cost Effectiveness Management (CEM) is an approach aiming to prepare the IT organization to handle these issues with serenity and control. The approach is essentially two-pronged, working on the one hand to create clarity and manageability in the spending structure and inputting these in practical but intense governance processes on the other.
In the final situation, the IT Organization functions optimally following business requirements and economical environment, having the capability to fastly adapt to changing value and spending policies.
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Compuware
To be defined
To be defined
11:45 - 12:25
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To be defined |
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Infravision - Danone
Martijn Adams
Case study: Itil implementation at Danone in 12 weeks
14:00 - 14:40
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Summary of the presentation:
DANONE is responsible for the healthy consumer goods brands we consume almost
Everyday.. The company was challenged in its Northern Eastern and Central Europe business region by a decentralized IT service support strategy across 110 sites, seven time zones, 17 languages,and 8,000 users. To solve this challenge and to gain control of its IT DANONE chose a best practice model to implement ITIL in a record time ! For this Donone decided to use fi eld-proven IT service support processes that could be implemented quickly The Danone factory in Herentals( Lu Biscuits ) played an important role in the implementation. During his presentation, Martijn will talk about the approach followed by Danone. He will explain why Danone decided to go with this best practice approach, explain the approach in detail with it’s advantages and disadvantages and finally will share a lessons learned with you all.This seminar is a must see for anyone involved with or interested at implementing ITIL in a practical way.
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Solvay Business School
Georges Ataya
IT Governance and implementation of IT management frameworks
14:50 - 15:30
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Presentation of the forces driving IT Governance and the need for using a governance framsework.
Definition of IT Governance and of usual framework used in IT. A mapping will highlight differences and positionning of the frameworks.
The presentation shall also address:
The risks and symptoms of not applying IT governance
Program, project and portfolio
The principles Value governance and the questions typically asked by executive management in those domains.
The presentation concludes with an action list for participants when back tro their offices
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Curriculum Vitae of the speaker:
Professor and Academic Director at Solvay Brussels School of Economics and Management in charge of IT Management Education www.solvay.edu/it) International Vice President of the IT Governance Institute (ITGI.org)
Managing Partner ICT Control SA (www.ictcontrol.eu)
Participated in the research and development of various publications.
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Istya / Computacenter
Theresa Wright & Jurgen Strijkers
Achieving ISO/IEC 20000 Certification - A Case Study
15:50 - 16:30
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Summary of the presentation :
When Computacenter embarked on a programme to seek ISO/IEC 20000 certification, one consideration was settign the scope – a challenge given the range of services provided by Computacenter to a number of customers in many different sectors. Nevertheless, we were successful in achieving certification in November 2007.
This session will provide an overview of the steps taken to identify the appropriate scope and how the gap assessment was performed. We will share with you the callenges faced onour journey, the lessons learned and our ‘Top Tips’ for achieving ISO/IEC 20000 certification.
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Curriculum Vitae of the speaker:
Theresa Wright is a Service Development Consultant for Computacenter UK, specialising in the pragmatic application of ITIL and ISO/IEC 20000 best practice to meet customer needs. Theresa is a member of the APM Group ITILv3 Examination Panel and the itSMF ISO/IEC 20000 Examination Panel.
Jurgen Strijkers is the Head of Managed Services for Computacenter Belgium. As an ITIL V2 red badge he has been active in the past to adapt and adopt the ITIL framework in Customer environments. He will interview Theresa on how Computacenter managed the important step of creating a scoping document and he will try to make the session as interactive as possible by involving the audience.
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itSMF Conference Gold Sponsors
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