Please note. This agenda is subject to change. Changes can occur up until the start of the event.
The Unfair Expectations of ITSM
In a world increasingly focused on service quality, IT departments are now being tasked with a new challenge: creating great user experience. This shift raises a critical debate, led by Katrina in her concept of Humanising IT™:
Do all experiences need to be great?
This question highlights a key issue. While service-based companies pour resources into design thinking and customer understanding to foster positive interactions, IT professionals are often left equipped only with traditional ITSM frameworks, which were never designed to create and support experiences. This disparity sets the stage for Katrina's discussion on redefining the role of IT service management in enhancing user engagement.
Katrina has turned the stage on traditional ITSM by integrating human-centered design principles—elements traditionally overlooked in IT frameworks. By advocating for this integration, she aims to educate and empower IT professionals to create positive experiences that benefit both the users and the IT professionals supporting them. Join Katrina as she explores how these shifts in perspective and approach can transform IT from a background support function into a frontline facilitator of positive user experiences.
Takeaways:
Understanding User Needs: Learn how to apply human-centered design principles to design IT processes and services that are not only functional but also intuitive.
Redefining ITSM Role: Discover strategies to transform the role of ITSM from technical support to a critical player in enabling business outcomes.
Empowerment through Education: Gain insights on how education and awareness can empower IT professionals to innovate and improve service outcomes.
It’s not Rocket science! For more than 20 years I revealed how we have become addicted to adopting the latest shiny new framework or method, hoping it would solve the IT management problem (ITIL, Agile, DevOps, SAFe). In 2021 I revealed that 70% fail. Consistently! Year-in, year-out, because they fail to address the basic fundamentals of ABC of ICT (Attitude, Behavior, Culture), which we launched in 1996!
But ABC is old! People insisted on something shiny and new.
I repackaged the ABC into a new framework called ‘The Shiny New Thing that Really Helps’ (SNTTRH) and conducted a global survey which confirmed the 70% fail rate. I gave 10 tips to solve the issues. In 2024 I conducted once again the SNTTRH survey. Surely things have now improved? IT is becoming too mission critical. We can no longer afford to consistently and continually fail. Are you gambling with your IT by ignoring the ABC fundamentals?
Come and compare YOUR organization with:
• the SHOCKING results of the latest 2024 ‘Shiny New Thing that Really Helps’ Global survey and
• the top chosen global ABC (Attitude, Behacior, Culture) worst practice cards.
Do you have the fundamentals in place? What tips can you take away to ensure you are not one of the 70% doomed to fail.
The digitalization of society went into overdrive during the pandemic. In 2025 we are doing anything from anywhere through digital tools, with AI assistants pushing us head at light speed. We can all agree it’s changing our lives, but whether it is for good or bad is more difficult to tell in the middle of the race. One thing is however certain – IT is becoming a more integral part of our daily lives and this require us to manage it differently.
While AI and automation can enhance efficiency and handle repetitive tasks, there are unique human qualities and skills that seem to ensure that humans remain indispensable in the IT industry and beyond. Let’s explore these and discuss how we can sharpen them further.
Put AI to Work for People: How GenAI powered Process & Task Mining based on ServiceNow’s AI platform for business transformation helps you uncover improvement potential in your company to boost employee productivity & interaction with corporate apps and processes through in-depth data analysis that generates proactive suggestions to streamline processes, to bridge gaps, to automate tasks and to humanize the user’s interaction with your corporate apps.
ABC of ICT. Originally conceived almost 30 years ago, consolidated, and published 17 years ago. It is STILL as relevant today as it was 30 years ago! In this session Paul will explore what it is, why we developed it and more importantly what can you do with it. The latest, shocking results of 'The Shiny New Thing that Really Helps' survey reveals why ABC of ICT is still THE NUMBER 1 success... or more commonly, fail factor in transforming ITSM capabilities.
In this presentation, I would like to follow up on my paper from last year, in which I presented several practical use cases for utilizing ChatGPT in the daily lives of ITSM consultants. A lot has happened since then, and progress in the AI area is going faster and faster. There are rumors that OpenAI will soon launch a new ChatGPT model (code name Orion) that may already have AGI characteristics. However, the latest ChatGPT model, 4o, is already more capable than a university professor.
The fundamental question for all professions that work with information remains the same as last year: How can we recognize that the instructions and solutions generated by AI tools based on Large Language Models (LLM) like ChatGPT are unusable or perhaps downright harmful? While LLM-based tools offer immense potential, they are not infallible—issues such as “AI hallucinations” (generating plausible yet incorrect information) persist. A new set of human skills must be cultivated for professionals to leverage these tools successfully. This paper will examine the evolving role of LLM-based AI tools, outline essential competencies for working alongside them, and offer practical strategies for identifying and mitigating the impact of AI hallucinations.
(written with the support of ChatGPT 4o and Grammarly)
Information technologies, which are often the “engine” of organizations, present themselves in their own way. Sometimes it is forgotten that the increasingly complex world for non-IT users needs to be simplified. We need to explain, talk and present things in a way that users can understand - in short, speak a different language.
In the presentation, we will go through all the important principles and aspects that influence how IT is perceived in organizations and what can be done to talk about “IT with a human face”
Increasing digitalization and automation is bringing fundamental changes to the design and functionality of the Human-Machine Interface (HMI) in the cockpit of modern aircraft. This talk focuses on key issues related to technologies that support pilots, influence their decision-making processes and change the way they interact with the aircraft.
During the presentation we will focus on:
The lecture will also look at the latest trends such as the use of touch screens, voice assistants and augmented reality, and reflect on how these technologies are affecting the role of the pilot and the interaction between man and machine. It will also discuss whether increasing levels of automation are improving safety or, conversely, relegating the pilot to the role of 'monitor' and operator, increasing the risk of error in unexpected situations. The role of IT technologies in training and simulation will also be mentioned.
The aim of the lecture is to inspire discussion on how to effectively balance technological advances with the human factor in order to maintain a high level of safety and human autonomy in modern aviation.
This presentation explores IT-related stress through the lens of an ancient Buddhist concept. It is for people who are concerned about IT's impact on people and their business, and who have the compassion to do something about it.
Old is not necessarily outdated. Old ways of thinking and working sometimes just need to be adapted to a new context. With that in mind, I adapted Buddhism's Four Noble Truths of Suffering to describe suffering in the IT domain. Yes, IT suffering. IT is stressful, for both users and providers. Users are anxious at the mere thought of having to call a service desk. Years after IT engineers have been on pager duty, they get a physiological reaction when a phone buzzes. IT affects people’s well-being. We need to take this seriously.
In Buddhism, the Four Noble Truths acknowledge the universal existence of suffering and its root causes. They offer a framework for understanding suffering, its origin in desire and attachment, the possibility of its cessation, and the path to liberation from suffering through mindfulness, self-awareness, and transformative action.
My four noble truths of IT suffering are:
I will also touch on my XLA work and other related or unrelated topics.
IT departments are under significant pressure to implement proper experience metrics and to move from SLA to also XLA but how can they do this? Are they clear on what experience and XLAs are? What are the steps to success?
This session is a practical step by step guide built from years of experience in hands on XLA and Experience Management implementation programmes and will enable delegates to learn from real life projects and stories and know where to start and what steps to take as they progress on the XLA journey. The session will answer:
The session will outline a repeatable journey that has been built from the good and bad experiences of delivering hundreds of XLA design projects, providing the audience a practical guide through the challenges of implementing XLAs in real life!
In such a complex environment as a bank architecture is one of the key enablers of ability to change. But architecture doesn’t mean just most recent technologies and most advanced designs. It’s about how does the big picture look like. And it’s about the constant change of this picture.
Keeping the picture in harmony requires constant governance of the changes that are happening. And architecture is the orchestrator of these changes. There are more tools to do the job, but this session will focus on the role of people and the role of the culture in this job. And you will understand why these roles are key success factors.
The presentation focuses on the human factor in IT from the perspective of systems engineering. It introduces systems theory, the difference between soft and hard approaches, and the four dimensions of ITSM, with an emphasis on "People." It discusses the importance of competencies, proper role assignment, and the use of gamification in training.
Finally, it explores the interaction between humans and AI and the benefits of effectively managing the human factor.
Do you know if your employees are productive? How do you know? What do they feel like? If you believe that measuring MTTR and the number of tickets helps you objectively measure the value your service department brings to your business, you are falling behind the curve, putting your talent at risk. In this talk, we will how ITXM, XLA, DEX help you towards Human-Centric IT, as well as the likely challenges you can expect.
Can AI help accelerate Humanizing IT?
Is there any contradiction between "AI" and "Humanizing?
These two questions will be answered very first and foremost in Thursday's panel.
Link for asking questions from auditorium:
As AI becomes more and more mainstream, concerns have been raised about the impact on society, which has led to a call for ‘ethical AI’. This is a positive development but one that also raises many questions. What does ‘ethical AI’ actually mean, and why is it so important? What are the main ethical principles related to AI, and which ethical dilemmas and issues does AI expose? As this area develops, we also start to see many developments in AI legislation. But what exactly is the relationship between AI ethics and AI compliance? What does the AI legislation landscape look like, and how is this likely to impact business and society in the coming years?
In this session, you will get a crash course to address these questions, giving you all the basics you need to start developing an ethical mindset yourself!
Time has always been used to make sure we deliver. We have mechanisms in place to help achieve that, like priorities, SLA’s, OLA’s… We have learned to maximize the time available by filling it with work that matters.
But can we keep the same approach when we focus on value, embrace co-creation, be agile in service management? My statement: ‘It is no longer effective if you really want to connect with your customers and their experience journey.’ To realize that ambition, you have to make time!
I will share my findings how we need to look at time as a resource for driving operations in a changing world and how that new focus on time will assist in humanizing IT.
Have you planned a Knowledge Management project or are you looking to enhance an existing process? Do you underestimate the need for this process?
This presentation provides valuable insights on how to approach the content creation for articles. How to avoid common pitfalls, and practical tips for successful implementation.
To determine the value that the IT department brings to the organization and its people, we need an E2E view of all aspects. It means IT products, IT services, technologies, individual activities, entire value streams, but most importantly all the people involved. Delivering value is a team sport. Unfortunately, this overview is missing in most companies. How to do it?
Artificial intelligence (AI) offers to project managers new opportunities to streamline IT project management. We will focus on integrating AI into key areas of project management, from planning to execution, to support more efficient and data-driven decision-making. Participants will gain insight into how AI can simplify planning, optimize decision-making, and improve project monitoring, while enhancing collaboration, communication, and document management. In addition, the presentation will cover key topics such as cost management, training and development through AI, along with emerging regulations that govern the use of AI in projects. We will not overlook potential risks, including data protection concerns, bias and the need for transparent processes, and highlight how project managers can address these challenges.
Why do some project managers turn out better than others? Is it a question of methodology, tools, or perhaps a personal approach? In this talk, we will focus on a key success factor that often remains neglected in change management. As a project manager and coach with many years of experience, I will introduce you to how a human approach can transform IT projects. We will explore the differences between a project manager who acts like a "cheeky brat" and one who is more of a "caring mom". We will show you the impact of leadership style on team dynamics, motivation and overall project success.
Introducing AI into an organization is not just a matter of technology, but also of psychology and people management. How to identify opportunities, plan for change and get users to actively use new tools? In this talk, you will learn how to effectively combine strategy, technology and human approach to get the most out of AI solutions.
Let's think about how business has ( or better should have ) an impact on the cybersecurity processes in an organization and how this translates ( translates ) into the business of cybersecurity.
State treasury Center of shared services s.p. (state enterprise) is the government-designated provider of the state part of the eGovernment cloud at the highest security level. In the presentation, we will try to outline what the provision of cloud services within eGC entails. We will focus on financial management, processes and organizational measures. All this based on examples from practice.
Presentation of 3 digital projects implemented by the Ministry of Industry and Trade within the framework of the National Recovery Plan of the Czech Republic. The projects are aimed at improving the business environment. Specifically, these are the Entrepreneur Portal, the Database of Information Obligations and the Unified Portal for Coordination of inspections.