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.
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.
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.
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:
Presentation 3 key take-aways:
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.
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.
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.