Agenda

19th Annual Conference itSMF Czech Republic

Categories of agenda

Partner’s talk
Panel discussion
Keynote
Talk

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 - 13:15
EN
Katrina Macdermid
The Unfair Expectations of ITSM
Katrina Macdermid
13:15 - 13:55
EN
Detail
Paul Wilkinson
Are you Gambling with YOUR IT? Really… It’s not Rocket science!
Paul Wilkinson
14:00 - 14:40
EN
Detail

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.

Coffee break
14:45 - 15:15
Platinum partner’s talk- OpenText
15:15 - 15:40
EN
Platinum partner’s talk
15:45 - 16:10
EN
Gold partner’s talk
16:15 - 16:40
EN
Coffee break
16:45 - 17:15
Panel discussion
17:15 - 17:55
EN
Wrap Up Day 1
17:55 - 18:05
EN
Networking
18:15 - 22:15

Multilingual stage

Coffee break
14:45 - 15:15
Jindřich Kasal
Gold partner’s talk- S&G
Jindřich Kasal
15:15 - 15:45
CS
Martin Kasík
Gold partner’s talk- Ixperta
Martin Kasík
15:45 - 16:10
CS
Andrey Koshcheev
Gold partner’s talk- Eller s.r.o.
Andrey Koshcheev
16:15 - 16:45
CS
Coffee break
16:45 - 17:15

Main stage

Opening Day 2
08:50 - 09:00
EN
Mark Smalley
The four noble truths of IT suffering
Mark Smalley
09:00 - 09:40
EN
Detail

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:

  • The truth of IT suffering: IT services have an impact on people’s emotional well-being.
  • The truth of the cause of IT suffering: inconsiderate behaviour and uncompromising algorithms cause IT suffering.
  • The end of IT suffering: IT suffering is alleviated by a focus on IT’s impact on people and their business.
  • The path to the end of IT suffering: acknowledge the existence of IT suffering and apply empathy and compassion to continually improve the IT service experience.

I will also touch on my XLA work and other related or unrelated topics.

Neil Keating
How to succesfully implement XLAs- real life lessons
Neil Keating
09:45 - 10:25
EN
Detail

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:

  • What is experience and the experience economy
  • What is a real XLA?
  • Where should I start measuring experience?
  • What are my first steps?
  • What are the common pitfalls to avoid?
  • Is there a step-by-step guide to follow?

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!

Coffee break
10:30 - 11:00
Peter Filip
People and culture as key enablers of architecture discipline
Peter Filip
11:00 - 11:25
EN
Detail

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.

Antonina Douannes
System Intelligence: Achieve a +78% Increase in Commitment and a +66% Boost in Performance
Antonina Douannes
11:30 - 11:55
EN
Detail

Even high-performing teams experience poor communication at times, especially during periods of uncertainty and change. Enhancing psychological safety within your team can lead to better results, a higher level of organizational commitment, higher productivity, and an increased innovation mindset. Let's explore together a powerful tool used by top leaders — one that improves areas AI hasn't yet mastered.

Topics:

  • Business Relationship Management
  • Customer Experience
  • Team Management/Leadership

Presentation 3 key take-aways:

  • Learn a tool to complement ITIL 4 BRM (Business Relationship Management) and OCM (Organisational Change Management) recommendations
  • Explore your own and your team toxins
  • Learn ways to detoxicate your system
Jaro Tomik
Time to kill self-centric IT
Jaro Tomik
12:00 - 12:25
EN
Detail

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.

Lunch break
12:30 - 13:30
Panel discussion
13:30 - 14:10
EN
Suzanne Galletly
A Crash Course in AI ethics & Compliance
Suzanne Galletly
14:15 - 14:40
EN
Detail

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!

Eddy Peters
Time, your most precious resource
Eddy Peters
14:45 - 15:10
EN
Detail

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.

Coffee break
15:15 - 15:45
Paula Määttänen
How to avoid frustration of Knowledge Management users
Paula Määttänen
15:45 - 16:10
EN
Detail

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.

Martin Vitouš
E2E perspective
Martin Vitouš
16:15 - 16:40
EN
Detail

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?

Wrap Up Day 2
16:40 - 17:00
EN

Multilingual stage

Coffee break
10:30 - 11:00
Zdeněk Švécar
Trends in the use of AI in project management
Zdeněk Švécar
11:00 - 11:25
CS
Detail

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.

Jiří Skála
Gold partner’s talk- GuideVision
Jiří Skála
11:30 - 11:55
CS
Lukáš Malich’s talk
12:00 - 12:25
CS
Lunch break
12:30 - 13:30
Aleš Špidla
Aleš Špidla’s talk
Aleš Špidla
14:15 - 14:40
CS
Jiří Krula
Organizational and process implications of using cloud in an organization
Jiří Krula
14:45 - 15:10
CS
Detail

  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.

Coffee break
15:15 - 15:45
KPCS’ talk
16:15 - 16:40
CS