Agenda

18th Annual Conference itSMF Czech Republic

Categories of agenda

Talk
Keynote
Panel discussion

Agenda items

Please note. This agenda is subject to change. Changes can occur up until the start of the event.

Main stage

Warm Welcome
13:00 - 13:10
CS
Rob Akershoek
Leveraging AI in IT Service Management
Rob Akershoek
13:10 - 13:50
EN
Detail

This presentation will provide a comprehensive overview of how Artificial Intelligence (and Generative AI) can be used in enhance your IT service management processes and DevOps practices. A complete overview is provided of all use cases, trends and developments related to AI for ITSM. 

Key topics discussed in his presentation:

  • Trends and opportunities of using AI in IT Service Management and DevOps.
  • How can AI be used in ITSM? What are the possible use cases?
  • How does AI impact ITSM people, processes, and tools? 
  • How can you benefit from AI in ITSM?
  • Where to start the AI journey in your IT organization?
  • What will come next? What are future developments? 
How to success at AI projects
13:50 - 14:30
EN
Coffee break
14:30 - 15:00
Jindřich Kasal
Application observability in age of AI
Jindřich Kasal
15:00 - 15:25
EN
Detail
Change Enablement and Human Factor
15:30 - 15:55
CS
Dean Clayton
Intelligent Service Management – the future is already here
Dean Clayton
16:00 - 16:25
EN
Detail

So far, technology has enabled some level of self-service but hasn’t delivered the best experience. In this presentation, we will explore how organizations can revolutionize Tier 1 and live agent support with generative AI, which uses a private large language model (LLM) to engage users with a conversational approach and contextually relevant responses without compromising security.

We will not look at theoretical future of AI in ITSM, but will discuss the real technology that is already here today to enable unseen levels of productivity and user experience.

Coffee break
16:30 - 17:00
Panel discussion
17:00 - 17:40
EN
Wrap up of the first day
17:40 - 17:50
CS
Networking
18:00 - 22:00

Multilingual stage

Coffee break
14:30 - 15:00
Model Factory – MLOps framework
15:00 - 15:25
CS
Detail
  • How did we in Telekom get through the domains of AI and ML to MLOps?
  • Why did we decide to build our own MLOps framework - Model Factory?
  • What does it provide us with and what is its architecture?
  • Why was it worthwhile for us to go into it and what benefits does it bring?
  • What are we planning next and what is our future in the MLOps domain?

So my lecture on the topic of Model Factory will be about all that.

Talk by CACIO
15:30 - 15:55
CS
Jan Strakoš
Entrepreneurship portal as a challenge for AI
Jan Strakoš
16:00 - 16:25
CS
Detail

Visions or dreams of AI involvement: especially when it comes to public services

  • use of NPL AI - voice search
  • chatbot
  • automatic generation of statistical data and analysis from the public part of the register
  • setting up processes to automatically correct e-filing assistance
  • Business Guide - providing relevant and accurate information based on specific
    user request, navigation
  • search for a business entity incl. subsequent listing and printing, or of export in e. form
    designated communication channel
  • handling complaints about the correctness of data entered in the commercial register, etc.

Regarding services for trade offices:

  • faster processing of applications, management of records, reduction of errors and reduction of administrative burden
  • automatic reports to superior authorities
  • automation of most of the processes
  • searching for methodologies, opinions, electronic management and archiving of documents
Coffee break
16:30 - 17:00
Networking
18:00 - 22:00

Main stage

Opening of the second day of the conference
08:50 - 09:00
CS
Ivor Macfarlane
To look to the future, take note of the past
Ivor Macfarlane
09:00 - 09:40
EN
Detail

Our future will feature AI, that is surely true. But what that future will actually be like is hard to know and expectations and predictions are often influenced by our own current ideas and opinions. This talk will be a personal perspective based on over 40 years of service management, and observing how common sense and learning from other experiences has not always been among ITSM's major strengths.

Jaro Tomik
AIOps – “Why are organisations not using Machine Learning to significantly reduce their MTTR yet?”
Jaro Tomik
09:45 - 10:10
EN

AIOps – “Why are organisations not using Machine Learning to significantly reduce their MTTR yet?” 

Automation and AI can be a cost-effective way to manage IT incidents, allowing employees to focus on more high-value work. In this talk, we will cover what AIOps is, its business value, the current state of AIOps, vendor vs real market view, what are the blockers to adoption, and the journey customers typically take to achieve it successful adoption.

Coffee break
10:15 - 10:45
Stephan Brendel
BRM – the next logical step for IT Service Managers
Stephan Brendel
10:45 - 11:10
EN
Detail

Managing customers through a limited number of interfaces is unfortunately too short of a jump. Customer satisfaction and fulfilling SLA’s don’t align, Service Managers are perceived as order takers and not consultants for strategic business decisions. The role of the BRM has a stronger standing, is not based on IT (and not on ITIL at all) and will make a real difference. I will show examples and career paths how to get there.

David Skowronek
ServiceNow: The AI in IT Service Management and Beyond
David Skowronek
11:15 - 11:40
EN
Detail

The presentation focuses on the ServiceNow platform and the implementation of AI solutions. Throughout the presentation, we will navigate through various phases of IT Service Management, using practical examples to explain how different AI implementations can enhance end-user satisfaction, efficiency (not only) for the Service Desk, and overall effectiveness of IT Service Management processes. While the primary focus is on IT Service Management, the presentation will also showcase the application of AI beyond IT Service Management, such as in coding.

Martin Vitouš
Talk by Martin Vitouš
Martin Vitouš
11:45 - 12:10
CS
Lunch Break
12:15 - 13:15
Lucie Nová
Talk by Lucie Nová
Lucie Nová
13:15 - 13:40
CS
Vlastimil Poláček
Future of Project Management
Vlastimil Poláček
13:45 - 14:10
CS
Detail

In the lecture, we will focus on the role and importance of project management in the context of dynamic changes that contemporary society is going through. We will consider what influences and challenges modern trends and technological innovations bring to the field of project management. Special emphasis will be placed on the transformation of the role of the project manager and its adaptation to new requirements. We will discuss how new technologies will change the work of not only project managers, but also entire teams. We will introduce current trends, visions and practical examples. You will get inspiration and an overview of how project management adapts to current challenges.

Gabriela Dostálová
Change management
Gabriela Dostálová
14:15 - 14:40
CS
Detail

The lecture will provide insight into successful change management not only in information technology. It will focus on strategies for implementing new systems, processes and technologies with an emphasis on minimizing resistance and optimizing worker adaptation. The lecturer focuses on the key factors of successful change management, including effective communication, team engagement and creating a supportive environment for innovation. Participants will get practical tools for successful implementation of changes in the IT environment and will be able to be inspired by concrete examples and best practices.

Coffee break
14:45 - 15:15
Talk by itSMF Slovakia
15:15 - 15:40
CS
Panel discussion
15:45 - 16:25
Wrap up of the second day
16:25 - 16:45
CS

Multilingual stage

Talk by the Golden Partner of the conference
09:45 - 10:10
Coffee break
10:15 - 10:45
Talk by the Golden Partner of the conference
10:45 - 11:10
CS
Talk by GuideVision
11:15 - 11:40
CS
Talk by the Golden Partner of the conference
11:45 - 12:10
CS
Lunch Break
12:15 - 13:15
David Alimov
AI and service automation with DevOps support
David Alimov
13:15 - 13:40
CS
ITSMF Award – IT Project of the year 2023
13:45 - 14:10
CS
ITSMF Award – IT Project of the year 2022
14:15 - 14:40
CS
Coffee break
14:45 - 15:15