Service Delivery Forum International 2014
22 May 2014
SDFI 2014 - program
pdf 627,63 KB
|08:20 - 09:00
||Q4IT, CZE - Zdenek Kvapil
Veletrhy Brno, CZE - Martin Kaspar
Conference focus - Balancing costs, risks and quality of IT Services.
||AXELOS, GBR - Kaimar Karu, Phil Hearsum
AXELOS and the future of IT Service Management.
|9:45||DVZ, DEU - Jörn Oldag
How big kids experience changes - conclusions from an external and an internal perspective.
||ITRP Institute, USA - Cornelis Winkler Prins
The Unique ITSM Challenges of Multi-National Corporations.
|10:45 - 11:00
||Honeywell, CZE – Lukáš Harvánek, Lucie Fisherová
How to decrease costs, risks and simultaneously increase quality of provided services? Could it be achieved by adopting Lean principles and Six Sigma tools?
||OTIS, CZE – Zdeněk Jelínek
Quality, security and pragmatic approach in IT / IS.
||PPG, CZE – Lubomír Kobeda
Challenge of change management.
||Česká spořitelna, CZE – Luděk Skokánek
Net promoter score can help you to avoid the perception that you are providing declining service over time.
|12:20 - 13:25
||OfficeDepot, CZE – Pavel Farka
IT service delivery introduction in several different multinational companies. Different approaches, SLA targeting, Risk handling and board of managers interaction.
||EXIN, NLD – Etel Frank
The EXIN story of e-CF
||Moravskoslezský Kraj, CZE – Tomáš Vašica
Experience with deployment of unified Service Desk in region organizations.
||itSMF CZE, itSMF SVK, MES Centrum, CACIO – benefits of membership
Benefits of membership.
|15:00 - 15:20
AVG, CZE – Pavel Soukup, Ivana Hančíková
No Pain, No Gain.
||itSMF Slovensko, SVK – Miroslav Havelka
Where starts the business responsibility for IT (and where it ends)?
||Dixons Retail, CZE – Igor Dobřický
Support model for e-commerce web site.
|16:40 - 17:00
||Discussion, conference summary – invitation to SDFI 2015
* program changes reserved