Please note. This agenda is subject to change. Changes can occur up until the start of the event.
Change is inevitable. In these dynamic times, not accepting change as a continuous practice, is a recipe for sub-optimal service delivery or worse. In this presentation, we will investigate what makes change a powerhouse and what makes it your worst nightmare. Based on my experiences in the field, we will discover the difference between 'the power of change with an ?' and 'the power of change with an !' and how to harness the power of change! in your organisation.
In a world where change is the only constant, how can organizations remain agile without losing control? In this inspiring and practical session, Linda Tonkes, CEO of CM Partners and co-author of the internationally acclaimed CATS CM methodology, reveals how structure can actually enable agility rather than hinder it.Drawing from real-life experience in service and contract management, Linda demonstrates how contracts can become powerful management tools that drive adaptability, collaboration, and value creation. She explains how linking Service Management, Contract Management, and the ability to pivot empowers teams to respond confidently to change without chaos or friction.
Security systems are often more complex than the threats themselves. Yet effective data protection can be based on simple principles: proper detection, access control, and the ability to respond quickly. This presentation shows how to approach security strategically and sensibly, rather than with panic.
In this presentation, I summarize a quarter of a century of work in ITSM. From believing in the key role of precise processes, through my fascination with the rapid development of tools that integrate methodologies, I have come to realize that people are what matters most. This is true even in the age of generative AI, which tempts us with the illusion that it can easily replace experts, or that it can turn anyone into a PhD-level specialist. Nothing could be further from the truth. To illustrate this point, I will give a few specific examples from practice.
European regulation and bureaucracy cost businesses billions and hinder innovation – is there a way out? Modern artificial intelligence not only presents challenges but also offers opportunities to "torpedo" unnecessary paperwork, retroactive control, or even replace nonsensical legislation. With humor and healthy skepticism, we will uncover where AI is merely a new source of bureaucracy and where it has the potential to bring change and simplification.
ITIL How to Implement moves beyond theory to give organisations practical ways to deliver change. This session explores how initiation, governance, and execution patterns can be applied to navigate uncertainty, balance control with agility, and keep people at the centre of transformation. Attendees will discover how to make ITIL guidance truly actionable and sustainable in complex, real-world contexts.
IT service management is at a turning point. As intelligent technologies reshape operations, IT leaders are expected to move beyond reactive ticket handling and become trusted partners to the business. This session explores how leadership, data, and intelligent service design come together to turn signals into action and build resilient, trustworthy IT services in a world powered by AI.
In the last three years, Allwyn Group has experienced significant growth, requiring a fundamental transformation of our enterprise IT. As the IT Infrastructure & Business Applications Director, I led a cross-functional initiative to adapt IT processes in close collaboration with HR and Finance.
Our goal was to ensure that IT not only kept pace with business expansion but also delivered tangible value to our internal partners. This presentation will share practical insights from our journey:How we re-engineered IT processes to support HR’s evolving needs. The challenges of aligning IT with business expectations during rapid growth. Implementing new tools and technologies to empower HR and Finance and bring them a value. Lessons learned in fostering a culture of adaptability and partnership. Real outcomes: measurable benefits for HR, Finance, and the wider business. Attendees will gain actionable strategies for driving people-centric IT transformation, with a focus on collaboration, agility, and delivering business value.
Working, practical models of Change Management and CIO’s/CTO’s role as a change leader. Insight into people´s attitudes towards changes and how to deal with naturally occurring resistance. The key principles for building flexible, resilient, and innovative teams. Digital era leader is not only passively adopting upcoming challenges, but actively searching for opportunities and participating in IT & Business value co-creation process. And, of course, motivating people for the same.
Presentation shows how resilience fuels innovation. Teams grow through ‘ordinary magic’—reliable routines, trusting ties, and resources—to adapt under pressure. I define innovation as a novel idea implemented to create value. It requires psychological safety and permission to learn from mistakes. Following Amy Edmondson: preventable errors, complexity-related failures, and intelligent (learning) experiments—plus how to respond. I close with concrete communication tips and first steps.
ITSM is at a crossroads. Once the gold standard for managing IT services, it’s now often seen as a compliance-heavy burden, misaligned with the speed and expectations of today’s digital organisations. In this session, we’ll explore how ITSM can evolve to remain relevant and impactful. It offers practical, forward-looking approaches that align better with modern workflows, agile teams, and user-centric design.
Discover how easily Process and Task Mining on the ServiceNow platform can reveal your real process landscape. A real insurance use case will showcase how Task Mining within ITSM was applied to analyze how IT service desk agents allocate their time. See how data-driven insights uncover inefficiencies, automate routine work, and drive continuous improvement.
How modern AI based solutions enable IT to unify teams and drive resilience.
Immerse yourself in the world of the Pre-Crime unit in Minority Report that predicts and prevents crimes before they happen. Only this time, it's Zero Ticket that predicts and resolves IT issues before users even notice.
You may have heard of Zero Ticket over 10 years ago as a way to minimise the number of tickets at the Service Desk by Shift Left: making the end users do the work of IT - spotting underperformance and raising tickets. Switched off phone lines and emails, forcing end-users to confusing portals and frustrating chatbots? This added burden has contributed to technology teams being seen as a cost centre, rather than drivers of innovation.
In the age of AI-powered advanced monitoring, data analytics & correlation, self-heal, and Human-centred Design, Zero Ticket is undergoing a renaissance. The IT is quickly running out of acceptable excuses. If your end-user has to raise a ticket, you have already failed them.
The presentation will enable technology leaders to understand the Zero Ticket vision, how it can be applied to their organisation, what steps need to be taken to achieve it, and how to enable their teams to focus on what truly matters: delivering business value.
What I want to share with you is my experience with the role of project manager, coordinator, eventually program manager, change manager and sometimes crisis manager. Whatever the role is called, the key is your colleagues, the people you work with, how you communicate with them, how much empathy you have in your tank, the ability to propose an acceptable compromise, forgive procrastination and be acceptably assertive.
The new PMI Project Success Report challenges the old project triangle.” Discover how success is now defined by delivered value and stakeholder impact. This session explores the latest findings and offers practical steps to apply them in your changes and projects.
We are solving the protection of critical infrastructure, important information systems, we are protecting business, etc.
But we are forgetting the silent victims, who are also powerful attackers.
We are forgetting the civilians with their digitalized homes.
Where did we go wrong?
Can change be successful if we focus only on the technical or social aspects? Not in complex adaptive systems like our organizations. Change encompasses multiple dimensions—from psychology and team dynamics to processes, culture, relationships, architecture, and ecosystem impacts. These dimensions influence each other in complex ways. I will explore how these interrelationships shape outcomes and why neglecting any dimension leads to failure. Meaningful change requires a holistic perspective that respects the full complexity of organizational reality.
In my professional career, it was like a zig-zag always. Through my different assignments, one of the key tasks was to support either migration of systems from my location to the corporate central or to act on behalf of the HQ and suck the local systems into the central places, regardless of my various roles in these projects. I’d like to point out the similarities and differences in these experiences, the lessons learnt and to give some takeaways perhaps. The story will follow my real experience, ending by my current task, to oversee the IT transformation of the Czechoslovak group where I can share certain topics only, but still enough.
In today’s reality of constant transformation, leaders act as the organization’s nervous system—translating disruption into direction. Success depends not on process maturity, but on human capacity and micro-leadership: the daily actions that sustain clarity, calm, and performance. Discover how to lead transformation through human energy and adaptive rhythm.
The business and technology landscape is fast-changing. We adopt AI faster than we learn to control it. Our plans become obsolete before we start implementing them. Our transformation efforts fail or give unexpected results. The VUCA world we live and work in demands a different approach to governance and management, and ITIL should address this demand. Effective digital product and service management in the complex world where we co-exist with AI - this is what ITIL helps to achieve. Roman will show and tell how.
#TheESMGuide offers a structured, people-centric approach to Enterprise Service Management. This session explores how to overcome hidden human barriers to change, build trust, and foster a transformation-ready culture. Learn how empathy, values, and cross-generational strategies can drive successful service evolution across IT and business.
Not all transformations succeed — why? Because good intentions aren’t a strategy. Drawing on real cases and lessons learned, Zuzana reveals what happens when organizations transform without a clear vision, plan, and purpose — and how placing people at the center turns resistance into readiness, and effort into lasting transformation.
Pluxee, a company that did spin-off from the Sodexo Group less than two years ago, has been transforming its traditional paper voucher business into a digital payments and application-based model for over a decade. More than four years ago, Pluxee began its journey to globalize services and standardize its operating model. This transformation included deploying standardized ITSM processes and changing ITSM tools—twice—while embracing automation as a core principle.
Join this session to explore the challenges, lessons learned, and both intentional and unintentional mistakes encountered along the way. Discover how these experiences are shaping Pluxee’s future ITSM.
The technology is perfect, the budget is right, and so is the schedule. Yet the project freezes and crashes into the "Blue Screen of Change." Why? Because we are trying to install state-of-the-art applications into an outdated operating system—our corporate culture.
