Jiří Skála has been professionally involved in ITSM for a quarter of a century. A few figures to illustrate:- He implemented his first ITSM process in 2000- In 2003, he was one of the first in the Czech Republic to obtain the prestigious Manager's Certificate in ITSM- In 2004, he created the first Czech-language website dedicated to ITSM- In 2005-2006, he co-founded the itSMF CZ association- Between 2004 and 2014, he developed dozens of ITSM courses, which have been attended by thousands of students- Between 2005 and 2015, he was a member of the content committee for ICTM conferences organized by FEL ČVUT.- He is the author of 60 conference papers and articles.
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.