Mindgym, sportschool voor je geest
TNO is known as an organization that delivers high quality independent advise and innovations for over 80 years. But most of the time that means deliver and continue on to the next assingment. But what if they are being asked to deliver Continued Service for a longer period of time? What if they are being asked to not give advise (at which they are really good) but to listen and facilitate instead of being the experts themselves? Come to this presentation if you want to be taken on a journey that is not (only) about implementing Service Management but mostly about changing mindsets and ways of thinking.
IT Service Providers (both internal and external) go to extraordinary lengths to provide excellent service to their customers. IT is an industry that is becoming increasingly aware of the importance of managing the mental well being of our staff. Poor employee mental health, not only impacts the individual but the company as well. It can lead to employee job dissatisfaction, staff turnover, absenteeism, reduced performance and lack of productivity and effeciency. So how can customers and providors ensure a healthy woring relationship? This presentation will look at areas that may cause stress, and what can be done to reduce the mental cost of keeping the customer satisfied.
After the session you should be able to set up your team for success making it faster & easier for teams to use the cloud without compromising on security & compliance
In this presentation Willem combines the lessons from olympic champions, lean IT experts en my own experience into practical guidelines that enable organizations to understand the principles of Flow in both the value delivery as the intense collaboration needed in fast changing environments.
Keynote speaker Gerdine Keijzer-Balde (CEO DICTU) will give an inspiring story about the vision on flow of one of the larger IT service providers within the Dutch national government. Gerdine will zoom in on the challenges and success factors of the transition to a more agile organization that DICTU has started a few years ago. A story from practice, viewed from an administrative perspective.
Mark Smalley is the Lead Editor of ITIL®4’s new High Velocity IT book, that explores what IT service management looks like in digitally enabled organizations. He consulted with 45 industry colleagues from 18 countries to determine the desired topics, and engaged 23 of them as co-authors. He will share his thoughts on key topics such as ethics, unpredictability, safety culture, service-dominant logic, operating models and value streams (which is where the action happens).
After this presentation, IT practitioners should:
· Realize that they are morally responsible for the unintended consequences of their actions
· Use explorative approaches to ‘manage’ complex systems
· Be more human and have more fun in I
The use of metrics has a bad name for many good reasons - but we do need to measure things to understand them, to manage them, and to improve them. This presentation discusses how to use metrics to measure flow, basing metrics on value, how to prevent the usual problems with metrics, and how to ensure that the metrics you design and use are effective and efficient and themselves contribute towards the production of value. Metrics are often designed statically, it's necessary to understand the nature of flow, in particular, the flow of value, how to measure it, and how to measure blocks to efficient flow of value, so as to remove them, or minimise their impact. 'All is flow.' - Heraclitus
Value streams, processes and practices aim for flow, in order to yield maximum effectiveness and efficiency. Unless value streams / processes are fully automated, human behavior is the key factor to create and sustain flow.. This presentation will link the concepts of process/value stream/practice and the concept of performance. Simply put: every step in a value stream, or process is aactually a performance, with results and human behavior as the main ingredients. What can you do if a value stream, process or practice has reduced flow caused by behavior? How to approach problem behavior?
Keynote by Dave Snowden
Develop an understanding into how service management practices can be applied across the enterprise (and not just to IT services). And gain insights into the cultural and organisational change management perspectives that need to be taken into account when embarking on such an initiative. Follow the European Central Bank’s journey in becoming a first-class service delivery organisation. Join Scott Standen on the ECB's enterprise service management journey! See how ECB's unique interpretation and innovative approach to practically applying the VeriSM management mesh is developing. Learn how to use the management mesh to steer the correct conversations when developing fit for purpose services across the lifecycle and more...
Digital Transformation is the latest Industry buzzword bingo phrase. Nobody knows what it is but everybody wants it! One thing is a fact. We are all faced with Digital disruption. This disruption well mean that IT organizations and IT professionals will need to transform? But transform from what to what? From SILO’s to end-to-end empowered teams, from processes to value streams, from a ‘framework’ focus to a behavior focus. Ensuring the smooth flow of decisions, information, work and value. However there are some long-standing barriers that stand in the way. In this session Paul will reveal several areas that need to transform, based on observations and feedback from more than 400 organizations faced with ‘Transformation’. You will gain insights and tips into what YOU need to do differently starting tomorrow!
This session describes an easy way to use the Cynefin Framework for project and technology planning without having to explain the framework to colleagues (unless they really want to know more about it). One of the common causes of meeting derailments and 'surprise' cost estimates is that we don't adjust our planning to the levels of uncertainty in the work.
In this session we will discuss why you should in production, how to do this in a secure way, what benefits it will give you but also give you practical examples of how to do this in practice. Join this session to make sure your users aren't the only people who are testing your application in production!
In this session Sami will speak about what steps you need to take in your journey towards a more end-user centric IT Service Desk. He will share learnings and insights from Happiness Score ™ which is a Global Benchmark for IT Service Management with over 2 million end-user responses in 130 countries. In addition, he'll discuss Experience Level Agreements (XLAs) and why using them is a good approach for the Service Desk to take.
Being dynamic, fast and smooth flowing is more than a technology expectation, it’s a human one! Systems make it possible but people make it happen so let’s talk about your balance between ebb and flow. If we’re to ‘get in the zone’ faster and be in flow more often, we need better understanding of living in a VUCA world, what needs to exist in our strategy to build resilient behaviour and continue to evolve our ability. Combined, this helps to keep ourselves in a mindful state - a flow state in which our people can feel and experience being energised and fully involved.
Let the transformation begin! Most IT organizations are in a transformation journey leveraging Agile development, DevOps and Continuous Delivery. At the same the technology landscape is changing due to Cloud services. Traditional IT service management practices are being challenged. Many DevOps teams even question the need to have a CMDB or register changes in the ITSM system; or why not manage incidents in their own agile backlog? The dilemma many organizations are struggling with is: How should IT service management transform in the age of DevOps and Cloud? This presentation shows you how the new role of IT service management fits in a modern digital ecosystem.
The key message from this presentation is "Soft skills matter even more with globalization, with varying languages, cultures and processes your soft skills need to become hard core to be successful" As more organisations grow in a global worlds and offer more flexible working environments being not just aware of this but putting it into practice.