Prof. ing. Jiří Voříšek, CSc.
university teacher and scientist for areas of SSME (Service Science Managementand Engineering), strategic management of information systems, system integration, methodology for development and operation of IS/ICT and methodology for outsourcing of IS/ICT, ASP (2018).
Ing. Vladimír Dzurilla, Dip Mgmt
Vladimir Dzurilla graduated from the Slovak Technical Univer-sity in Bratislava, he completed a study stay in the Netherlands and study at the British Open University. He has worked in Accenture, in O2 as a consultant and man-agement consultant for projects to exchange and implement large IT systems and to implement organizational and process changes. Since May 2016, he has served as General Manager of the State Treasury Shared Services Centre, whose main task is to provide ICT services for the state administration and op-eration of the National Data Centre. At the same time, since January 2018, he manages the Na-tional Agency for Communications and Information Technolo-gy, s. e. This agency has been forming the strategies of non-public communication networks, including proposals for the implementation of appropriate security measures and deliver-ing shared services for public administration. Vladimir Dzurilla also serves as Advisor to the Prime Minister for ICT and Digitization, and he was appointed to be a gov-ernment plenipotentiary for IT and Digitization in February this year. Within this position, he creates and implements the strategic concept Digital Czech, which contributes to the sig-nificant a shift in state IT and the digital economy.
IT Service Management (ITSM) keeps evolving. Will a new version of ITIL be a big bang? Or is it just a dusting up of existing IT processes? What are the new trends in IT? And what about IT security and GDPR? You certainly remember how in May 2018 most of the GDPR emails were flooded. What shift have we made in the protection of personal data and GDPR? Come and listen to interesting lectures on ITSM and ITsecurity.
The 13th itSMF CZ* conference will take place in the newly-built conference areas of the Cubex Centrum, Prague 4. Based on interest and feedback from previous years, we choose four halls for parallel running thematic blocks and a generous space for stalls.
Hall A and B are designed for professional lectures, Hall C is dedicated to workshops and partner presentations. Hall D is designed for public administration with the Digital Czech project.
The conference is traditionally two days. Thursday 9 – 18 Friday, 9 am – 1 pm. Both refreshments will be provided for both days. We expect about 270 visitors from both the commercial and the state sector.
We are preparing panel discussions during the conference. For now, we have two themes for them: „GDPR Practically“ and „Is the new version of ITIL a big bang?“ At the end of the ﬁrst day, we invite participants to Networking dinner with an accompanying program (itSMF Awards 2019). As part of the itSMF Awards 2019, we will announce ﬁnalists for the itSMF award for the IT Project in 2018. *The program has been prepared in cooperation with CACIO, itSMF International and itSMF Slovakia.
Is DevOps suitable for IT only? Or should the business be involved? Will the new version of ITIL be a big bang? What are the trends in the Service Desk area? What mean the other shortcuts like VeriSM, IT4IT?
If something does not work, do I have an incident or have a problem? I want to implement changes. Should I use a project manager? Do I need Prince2? What is Service Desk, Incident Management, Problem Management, Change Management? In IT, these are well-known terms. How can the same experience be used in other departments (e.g. HR, Finance, Facility)? Service Management – SM should be used in every company. And not just the IT department. It’s not a „big bang theory“, it’s a best practice.
What is the situation 6 months after the GDPR came to force? Experiences and insights of IT security experts and GDPR. What has changed since 25 May 2018? How is IT Security projected into IT Service Managment?
A special block on public administration, but not just for public administration.
Participation was conﬁrmed by interesting speakers who are involved in the development of ITSM in the international team. Among other things, it is among them Ivor Macfarlane (author of ITIL v1. a v2), Barclay Rae (itSMF UK Board Director), Stuart Rance (author of ITIL Service Transition a co-author of ITIL Practitioner) and Paul Wilkinson (author of ITIL v.2).
Everyone is working on a new version of ITIL, and so updated ITIL will be one of the main themes of their presentations.
author of ITILu v1. a v2
Ivor Macfarlane, an internationally respected consultant, trainer and author. In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prisons, warehousing, and training. In 1999 he became an ITSM consultant and trainer, as a freelancer and directly for companies. He was an author for ITIL (versions 1, 2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. An active contributor to social media and blogs, he is well known at ITSM events and has presented around the world (40 countries so far and on every continent except Antarctica). In addition to his work as an independent consultant, he also works alongside ITSM.Tools as an Associate Consultant. AllthingsITSM: http://allthingsitsm.com/category/life-as-i-knowknow-it/
itSMF UK Board Director
Barclay Rae, CEO for ITSMF UK. He has worked for a number of ITSM organizations and provides strategic consulting services and media analyst services in ITSM. He was one of the architects of the Axelos ITIL Practitioner’s new scheme and co-authored certification standards and the current version of ISO / IEC 20000. Barclay is an experienced consultant, analyst and author. Over the past five years, he has worked on approximately 500 ITSM projects, writing blogs, research and information documents on ITSM topics for a variety of organizations and suppliers. Barclay is also a regular lecturer at conferences and other businesses in the UK and worldwide, including SITS, SDI, itSMF, Pink Elephant, UCISA and others. In 2017, Barclay was named among the 25 leading thinkers in the field of Technical Support and Service Management, and in 2014 SITS was named „Contributor of the Year in ITSM“ in 2014. Barclay has created ‚ITSMGoodness‘ – a set of practical steps and guides – simple practical and proven tips and tools – for successful ITSM. For details, go to www.itsmgoodness.com – You can join twitter conversation on #ITSMGoodness and watch Barclay on @barclayrae.
author of ITIL Service Transition
and co-author of ITIL Practitioner
Stuart Rance is an internationally respected consultant, trainer and author, expert in IT services management and information security management. He is the author of ITIL® Practitioner Guidance, Resilience Best Practice and ITIL Service Transition, 2011. 2011. Stuart is also the principal investigator of RESILIA, an ITIL examiner and an ITIL instructor, CISSP, and many other topics. It works with organizations around the globe and helps them use IT to create more value for their customers. She writes blogs at www.optimalservicemanagement.com and finds it on Twitter as @StuartRance.
author of ITIL v2
Is the ABC Iceberg going to sink your ITSM initiatives? For years now, we have been promising that ITSM best practices will improve customer satisfaction, lower costs, manage risks and enable us to becoming a strategic partner to the business. Yet we have failed to deliver on these promises. Our global surveys reveal that 70% don’t get the hoped-for value. Why is this? It is because of ABC – The Attitude, Behavior and Culture in IT organizations. In this session we will explore the top 10 reasons taken from more than 4000 organizations and share with you critical success factors to ensure your ITSM improvement initiative succeeds, using case examples. With the ever increasing importance of IT we can no longer afford to fail.
Mgr. Eva Škorničková acts as a legal consultant for data protection and IT security. It helps companies and top professionals to prevent risks and address legal issues related to GDPR legislation, the use of information technology, cloud applications, mobile and online services. She studied law at the Charles University in Prague and international law at the University of Ottawa, Canada, where she later served as the Consulate of the Czech Embassy. After returning to the Czech Republic, she worked as the Chief Legal Counsel and CEO of the multinational legal division of multinationals Kimberly-Clark and Mondelēz (Kraft Foods) for15 years. In his spare time, he is involved, among other things, through various non-profit organizations and patronage foundations in the field of support for Czech cultural heritage, education and science.
He graduated from the Faculty of Electrical Engineering of the Czech Technical University in Prague, where he also graduated post-graduate studies. He worked in the Telecommunications Research Institute (Prague), Deutsche Telekom Werke (Berlin), Philips (Nuremberg, Prague), Logica (Rotterdam, Prague), Hewlett-Packard (Prague). Since 2013, he has been employed by T-Systems Inc. (now T-Mobile) as a senior process architect in corporate architecture and process governance. In addition, he occasionally acts as an external consultant for ITIL / CobIT / ISO 20000 and an accredited ITIL and CobIT supervisor. He also worked on ITIL V2 revisions and as an examiner at APMG in the so-called ITIL V3 Examination Boards as the only representative from the CEE region. He is a regular speaker at the itSMF / ISACA / SI / ICTM conferences and as a proof reader participated in some ITIL translations into the Czech language.
Studoval v letech 2000 – 2005 Computer Science na University of Central Florida, kde získal titul BSc, a v letech 2009–2011 Management of Information Systems na UNYP / Institut Universitaire Kurt Bosch, kde dosáhl titlulu MBA. Bydlí v Mnichově, kde pracuje pro evropskou pobočku startupu Pivotal. V roli Advisory Platform Architect pomáhá zákazníkům v Německu a Holandsku s implementaci PaaS cloudových řešeni. V předchozím zaměstnání pracoval jako Cloud/DevOps Architect pro IBM v Praze.
Ivana Šabatová has created and conducts training courses named the OMG Certified Expert in BPM. He specializes in processes in the field of process management, automation of business processes and rules and management of IT services. She studied Technical Cybernetics at the Mechanical and Electrotechnical University in Pilsen, specializing in the management of complex technological processes. She has managed information systems implementation projects and IT services management in manufacturing companies, business organizations and public administration. In the position of Director of Marketing and Foreign Trade, DECROS s.r.o. has established a distribution network for the sale of Czech SW products in more than 20 countries around the world. This project was awarded the European IST Prize. She gained, among others, certificates ITIL® v3 Foundation, ITIL® Service Operation, ITIL® Operational Support and Analysis, ISO 20000 Consultant and CIMA-A marketing. In 2016 she defended her doctoral work in Applied Computer Science at the University of Economics in Prague on „Algorithms of Matching in Dynamic Service-Oriented Systems“.
Since 2004, he has been primarily involved in business analysis and business consulting, first of all with a focus on IT Service Management. He has participated in deploying IT Service Management tools to the client environment, analyzed, implemented, and optimized not only ITSM processes, but also other business processes outside ITSM. He has managed and coordinated extensive and long-term SW implementation projects both in the commercial sphere and in the state administration. As a researcher, he has participated in numerous feasibility studies. At present, he works as a CTO, and Presales consultant for ServiceNow at GuideVision, manages and actively participates as a business and technical consultant in ServiceNow implementations for a number of clients . He is continuously engaged in training activities, regularly lectures at itSM conferences, his lectures are ranked among the best rated. GuideVision focuses on deploying the ServiceNow platform as well as implementing and optimizing IT processes and Enterprise Service Management in ServiceNow.
The trainer, consultant and architect of the IT Quality Index framework. In the IT field, he has been in various positions since 1990 with experience in working with international IT teams. In 2012 he founded the itSDFI conference, which is a platform for sharing IT governance experience. He is the author of the IT Quality Index methodology published on 11/2017. He runs his own company Q4IT, which specializes in ITSM and IT Quality Management.
Irena is a psychologist specializing in corporate culture and organization psychology. He has experience from development projects when working with talents and top management in companies such as ACO Industries, Pharmos, Konica, T-mobile and many others. Together with Ludmila Vrazelová they help create an environment for agile working not only in IT.
Jiri’s lectures at the itSMF conferences is regularly ranked among the best rated, thanks in particular to his pragmatic approach and the practical applicability of his advice. In his performances, he has enjoyed his rich experience both from his 25 years IT experience, 14 years in the field of ITSM, and from his extensive lecturing and lecturing activities: he is the author of more than five dozen conference papers and articles and many dozens of public and corporate courses and seminars that have been attended by several thousand listeners.
Jan studied German and Philosophy at UP in Olomouc. He has been working in IT since 2014, where he started as a Service Desk Analyst at DHL IT Services in Prague. Since then, he has worked in DHL ITS in the Service Desks department in various positions and roles, for example as a Specialist (SME) for Germany and Switzerland, then also as a Knowledge Manager. He has participated in global projects in the field of streamlining Knowledge Management and implementing the Knowledge Centred Service (KCS). He obtained the ITIL®v3 Foundation and KSCv6 Certificates. He initiated together with his colleague from PBMG Process Governance and his PBMG mentor, Ladislav Tomášek, a unique project to extend PBMG to the first level of support. Since October 2016, has been a Problem Coordinator. Since October 2018, as a Global Problem Coordinator, he has been managing the PBMG Operations and has been coordinating issues around the world. He is also the owner of the Service Excellence (CSI) for the PBMG Service Desk. Since 2017 he has been a member of the Education and Certification Committee at itSMF CZ.
Vladimir Kruta, Dip Mgmt – ITSM accredited lecturer
He graduated in management at The Open University of the Czech Republic. He has worked for 14 years in international business, administration, quality, sales, and partner channel development focused on distribution of software solutions. He has a practice with the leadership of a global IT team. He has been working for more than 12 years as a lecturer and consultant. He is the holder of the certificates e.g. in ITIL v3, ITIL v2 (Foundations, V3 Intermediate Certificates in Service Operation, Service Design, Operational Support & Analysis, Service Strategy, Release, Control & Validation, Continuous Service Improvement, Planning, Protection & Optimization, Prince2 Foundation, ISO 9000-2000 Transition Auditor, ISO 14000 Enviromental Management System Internal Auditor and ITIL EXPERT.
Ludmila is a lecturer and consultant in IT governance with more than twenty years of experience in the field and experience in particular on custom software development and IT service management. Among her customers belongs both Czech and foreign companies of many fields, especially telecommunications, finance and pharmacy. She graduated in Information Technology and is the holder of international certifications of ITILv3 Expert, EXIN DevOps Master, PRINCE2, COBIT5, IT4IT and SixSigma BlackBelt.
In recent years, he has devoted himself to the topic of diagnostics and changes in corporate cultures in the context of transitions to agile management such as SCRUM and DevOps.
Petr Vlk, Enterprise Architect of KPCS CZ, helps customers in design, implement and operate online services under Microsoft 365, their successful end-user adoption, and comprehensive security of their environment against external and internal threats. Security that ideally does not interfere with user productivity and user experience. After more than 10 years dedicated to managing IT systems and services, lectures, publishing, and organizing the Windows User Group, he has been awarded the Microsoft MVP title.
After completing her studies in Canada, Martina Milton worked for the first 5 years of her career at DHL IT Services in Prague in various positions in IT Service Management, Administration, Trade and Project Management, and also briefly helped establish itSMF Czech Republic. She then switched to Ocean Freight in Antwerp, Belgium. After an annual break on climbing and traveling around the world, she returned to service management as an Incident & Problem Coordinator at Manchester Metropolitan University with a focus on implementing ITSM processes. Since 2015 he has been running the Service Desk and is currently completing a part-time MSc program. Business Analytics, focusing on measuring internal customer satisfaction with IT departments at UK universities.
Chairman of the board of directors itSMF Slovakia
He has studied Information and Security Systems at the Faculty of Electrical Engineering of Žilinská univerzita. He gained his professional experience during work for multinational, financial and state organizations. He is a partner, consultant and supervisor of OMNICOM, a consultancy and training organization specializing in IT & Business consulting and education. He holds the ITIIL Expert, PRINCE2, Agile SCRUM, IT4IT, DevOps, Business Information Management, and Risk Management certification and has successfully completed a number of consulting projects.
Graduated from the Technical University in Liberec, Managerial Informatics. Throughout his professional practice, he focuses on cyber security and cyber threats. He participated, for example, in the CyberSecurity 2015 Conference, Security & Networking Prague 2014, Cybercrime and Other Cyber-Threats, or Cybernetic State Security, and lastly lectured alongside many renowned experts at the 2015 Perspective of Housing Conference with a contribution on Intelligent Building Cyber Security. Among other things, he also published in professional printed media, for example the analysis of the topic Who is to comply with the Cyber Security Act. The second year he has been working as a cyber security technician in the EZU, where he also participates in ISMS audits under ISO / IEC 27001 and is the lead auditor for assessing compliance with the Cyber Security Law No. 181/2014 Coll.
Graduate of the West Bohemian University in Pilsen. After completing his master’s degree in 1996 and during his postgraduate studies in Industrial Engineering and Management, he worked at the Institute of Industrial Management, on positions senior manager, project manager, and division director. In particular, he focused on analysing, modelling and optimizing business processes and information systems, as well as certified management systems. In 2009, he joined the Ministry of Justice as an adviser to the Economic Deputy, then in 2010 he moved to the Ministry of Transport as Director of the Department of Road Vehicles. Since 2012, he has worked at the Ministry of the Interior (MI) as Chief Operating Officer of the Information and Communication Technology Section, today is the Director of the Cyber Security and ICT Coordination Department of the same Ministry, and Deputy Assistant Interior Minister for IT and Project Management. In the course of its work, he focuses primarily on the concept and efficiency of the ICT MI operation in relation to eGovernment, the optimization of the ICT MI processes and the secure ICT systems of the MI and eGovernment.
Patrik Šolc is a graduate of the Faculty of Informatics at VSB-TU Ostrava. He has over 20 years of experience in IT / ICT, for the past 17 years in managerial positions in global IT companies where he led IT teams in Europe / Asia / America. He is now in the position of a Divisional Customer IT Manager (IMI Critical Engineering) with responsibility for IT traffic for 4,000 users in EMEA, Asia, and America. He has participated in IT projects for European and global customers in the position of Program Manager / Project Manager (IT strategy and deployment of ITIL processes, delivery and operation of IT services, Cloud Services and IT Outsourcing, Service Desk / Call Center). In his spare time, he is engaged in sports (golf, basketball, squash) and develops the activities of the itSMF Czech Republic.
After graduating in Technical Cybernetics on Faculty of Electrical Engineering of the Czech Techical University, he joined the University of Technology in Motol in 1989 as an analyst. He also worked as a banking manager and marketing and sales manager in various companies. Since 1995, he has been employed in SAP CR as a consultant for SD (Sales and Distribution), Retail and CRM solutions. Since 2005, SAP has specialized in IT Management, Business Transformation, and Enterprise Architecture. From September 2014 to October 2016, he worked as a representative of BiZZdesign in the Czech Republic, as Senior Enterprise Architect. In October 2016, he founded a private company, Count EA Consulting Ltd., focusing on the HEAcon brand for Enterprise Architecture. He works with KIT ALL, where he has completed PhD studies in EA and continues to participate in teaching and research. Since May 2015 he has been working as a consultant for the Department of Chief Architect of eGovernment of the Ministry of the Interior as the main methodologist of the National Architecture of the Public Administration of the Czech Republic.
He graduated from the Faculty of Electrical Engineering of the Czech Technical University in Prague. In 1991, in the beginning of his business, he co-founded today’s ABRA Software Inc., one of the biggest Czech producers of economic software for businesses and entrepreneurs. He has worked on the development of several ABRA roles in many technical and managerial roles, most recently as the Strategic Customer Director. During the business since 2007, he was a member of the MC and later also a member of the SPIS Board (today ICT Union). He is founder and Leader of the Electronic Data Interchange Standards Working Group in ICTU, which is behind the Czech national ISDOC e-invoicing standard. Since 2010 member of the Multilateral National Forum for Electronic Invoicing, representative of the Czech Republic in the European Forum for Electronic Invoicing. In November 2014, he leaves the ABRA Software and ICT Union positions and receives the invitation of the Deputy Minister of Interior to work as the Chief Architect of eGovernment. The Czech public administration wants to move forward by pushing for the introduction of a comprehensive electronic e-government, as an identification means of the citizen of the Czech Republic and a key to real self-service eGovernment.
Radim Petras studied Information Technology at VŠB-TUO. During his studies, he joined Scandinavian company Tieto and soon he began to operate in the field of IT services management. Among other things, he managed the Service Desks department in the off-Scandinavian countries with a total of 120 employees. In this role, for example, he has expanded his team by establishing a department in India or led a program for automation of the Service Desk for the whole corporation. Three years ago, he joined StoraEnso’s internal IT division, working in the woodworking industry. StoraEnso has branches or manufacturing plants on all inhabited continents with a total of 26,000 employees. At StoraEnso, he worked until November 2017 as the Onsite Support Manager and also for the Service Desk. Since the end of Service Desk consolidation, he has been Head of IT Service Management.
Graduate of VŠB-TU Ostrava, Faculty of Geoinformatics and Business Law of the European Polytechnic Institute. Gradually he worked at the Regional Office of the South Moravian Region, the Czech Post Office, the Czech Institute of Effective Management and the Ministry of the Interior on positions related to IT, strategic management and modern management tools. In the long-term, he focuses on electronization of public administration and eGovernment.
He gained his Master diploma in Application Informatics and System Engineering on VŠB – Technical University of Ostrava. During his whole ITSM career he has been working in corporate environment. Started within IBM Global Delivery Center, then leading global ITSM team in Diebold-Nixdorf and currently he is consulting for Microsoft Enterprise customers in EMEA region. His main task is to enable customers to reach full benefits of Microsoft cloud and on-premise technologies by applying Modern Service Management approach. He holds ITIL v3 Expert, PRINCE2 Practitioner and PROSCI Change Practitioner. He is very passionate about Service Management and technologies and he is enjoying exploring new areas.
John’s career began in the field of juvenile crime integration and prevention. Since transition to IT, he has had more than 20 years experience of project and process management around the world in companies like IBM, Reuters and DHL. After an one year break dedicated on climbing and traveling, he returned to IT as an IT Director in the English Education Sector, a consultant and now he manages the global IT department at Arcadis.
Consultant who helps companies with governance, processes, people and tools. Passionate to deliver real business value by implementing industry best practices and new trends. Specialties: IT Service Management, Business process management, ITIL, Lean IT, DevOps, Agile, Design and implementation of IT processes, Business information management, ISO/IEC 9001, 20000 and 27001 certified consultant, SM and workflow tools (e.g. GLPI), Governance, Assessment and Audit.
He graduated from the Technical University of Ostrava, where he studied Automation Management and Engineering Informatics. Since 2005, he has been involved in the development and management of information systems in the Financial Management of the Czech Republic.
Lukáš Perůtka is a graduate in faculty of Mathematics and Physic of the Charles University in Prague. Since 2009, he has been professionally involved in the deployment of ITSM sys-tems and their integration with infrastructure and monitoring systems, within the last 4 years on the ServiceNow platform. In GuideVision holds positions of Principal Consultant and Head of Technology.
Robert Krajca has been a Hewlett Packard employee for more than 25 years, last two years a MicroFocus employee where SW division of HP company has been transferred to. All the time, he is working as a consultant and architect of solutions implementing ITSM processes and deploying ITSM processes into client environments. He also participates as a lecturer in supplies of ITIL courses. He is a longtime member of itSMF, actively working in the Education and Certification Committee. Recently, besides ITSM processes, he is dealing with architecture of integration of ITSM tools, DevOps problematics and agile development, and the practical implementation of IT4IT in customer environments.
Tom is Director International Business at Serviceware. He loves controversy discussions about IT financial management challenges with companies in Sweden, Denmark, Norway and Finland since he is convinced that the European perspective really makes a difference. Tom has more than 15 years of experience in multiple IT key domains with different global IT vendors.
He has worked as a CIO at B: TECH and as a team leader of IT specialists at ŽĎAS, today he is a service director at ALVAO and a member of CACIO and itSMF. His team of consultants improves IT in both Czech and foreign firms. He is active in the publication of expert articles on IT management (ITSM), and he also lectures on these issues at universities. People who work with him often characterize him as a person who never loses humor and he can infect everybody with healthy idealism.
He is a graduate of Masaryk University in Brno, specializing in Research, Management and Innovation (SSME). He successfully completed his master’s degree in 2018 with a diploma thesis Gammification Elements in the ALVAO Service Desk, and will focus on the topic of gamification in his lecture. He is currently working as a programmer at ALVAO.
He graduated in Economics Informatics at the Mendel University in Brno and has been working in ALVAO since 2012. From his initial position as a tester of IT applications and IT, he has become a senior consultant and has helped to a number of customers to manage IT according to best practice. Petr enjoys constantly developing and improving, and its successful certifications include ITIL, PRINCE2, and Microsoft Certification.
He has been working in IT for over 18 years. The main focus was the supervision of manufacturing processes at the expert level in the areas of MS Servers, MS Cloud, and VMware. He also dealt with implementation of HR payroll systems for manufacturing companies and user education.
Since 2007 he has been in charge of IT security for multinational corporations in the Czech Republic, California, or Denmark. He has trained IT technicians and IT managers for operational and process management and has also actively contributed to increasing the security of IT systems.
Currently, he works as an IT manager at Moog Brno (formerly VUES Brno), a member of Moog Inc., a multinational corporation. Moog Brno provides global clients with a unique solution in the field of electric rotary machines for top applications in various industries. In this role he actively participates in the transformation of a purely Czech society with a 70-year tradition, into a leading development company in the field of electro-engineering in Europe. He is responsible for introducing IT processes and safety standards and blending them with US standards.
Jozef’s successful certifications include, for example, Microsoft, Symantec, and VMware certifications (MS Exchange, MS SQL, MS Servers, Networks), and he have also been certified in Ethical Hacking. He is also a security consultant in the field of social engineering.