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Service Delivery Forum International 2014
22.05.2014

Programm

Time Event
08:20 - 09:00
Registrations
09:00
Conference start
09:10
Q4IT, CZE - Zdenek Kvapil
Veletrhy Brno, CZE - Martin Kaspar
Conference focus - Balancing costs, risks and quality of IT Services.
09:15
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.
10:15
ITRP Institute, USA - Cornelis Winkler Prins
The Unique ITSM Challenges of Multi-National Corporations.
10:45 - 11:00
Coffee break
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?
11:25
OTIS, CZE – Zdeněk Jelínek
Quality, security and pragmatic approach in IT / IS.
11:45
PPG, CZE – Lubomír Kobeda
Challenge of change management.
12:05
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
Lunch
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.
13:50
EXIN, NLD – Etel Frank
The EXIN story of e-CF
14:10
Moravskoslezský Kraj, CZE – Tomáš Vašica
Experience with deployment of unified Service Desk in region organizations.
14:45
itSMF CZE, itSMF SVK, MES Centrum, CACIO – benefits of membership
Benefits of membership.
15:00 - 15:20
Coffee break
15:20
AVG, CZE – Pavel Soukup, Ivana Hančíková
No Pain, No Gain.
15:50
itSMF Slovensko, SVK – Miroslav Havelka
Where starts the business responsibility for IT (and where it ends)?
16:10
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

 

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