itSMF Webinar: Connecting Enterprise Architecture and IT Service Management

When: Friday, 8th of November, 11:00 AM to 12:00 PM CET (10:00 AM – 11:00 AM UK time)
Why: This webinar series aims to engage service management and architecture
professionals and their communities. These topics are frequently encountered, especially in
large companies.
Organized by: The Open Group and itSMF International for itSMF members.
Length: 1 hour

Agenda:

1. Welcome & Introduction – Why this topic? Patrik Solc, itSMF International
2. Setting the scene – Connecting Enterprise Architecture and IT Service
   Management. Rob Akershoek, Co-Chair IT4IT Forum within The Open Group
3. DORA the Explorer: Navigating ICT Asset Criticality with EA and ITSMF / Tomas
   Hornicek, itSMF Slovakia, Enterprise Architect at VÚB banka
4. Customer Use Case – Allianz / Sok CHHIM, Enterprise Architect at Allianz
5. Q&A
   At the end of the presentations, there will be a Q&A session and an opportunity to
   identify additional topics for future webinars.
   Introduction: This is the first webinar in a series focused on aligning Enterprise Architecture
   with IT Service Management. This initiative is a joint effort by The Open Group and itSMF
   International.
   The Enterprise Architecture (EA) function and IT Service Management (ITSM) often operate
   in separate “worlds” within the IT-organization. Many issues in IT management can be traced
   back to the disconnection between these two functions. Architects follow their own practices,
   such as TOGAF and ArchiMate, and use specialized tools (an EA-system) to manage the
   business and IT architecture. Meanwhile, ITSM practitioners adhere to frameworks like ITIL
   4 and utilize tools such as a IT Service Management system and the Configuration
   Management Database (CMDB).

Each having their own processes, tools, and data models to manage the technology
landscape. As a result, an organization doesn’t have an integrated view of how IT enables
the business, from a business process down to the applications, to underlying technologies
and infrastructure resources. The EA system and CMDB are incomplete and out-dated
resulting into higher costs, increased technology risks, security issues, unplanned outages
and poor customer experience.

ItSMF Belgium is pleased to announce David Barrow as our September speaker. He is a reference in the Service Management community. He always surprises me with his way of looking at the topic and this pragmatic approach to move things forward.

Bonus for our members: 5 lucky winners will receive a copy of his book: ‘Co-creating value in organisations with ITIL 4’

When : Thursday 26/09 at 18:00 CET

Where : Virtual

This presentation is based on the book of the same name and delves into business cases from 6 organisations (4 global, 2 Public Sector) we’ll discuss our favourite condiments and how asking ‘What does Value mean to you’ and forming a Community of Practice can yield great results and step you and your organisation towards transformational change.           

David Barrow recently celebrated 30 years of working in the IT service industry. His career started with building personal computers and has since evolved to working with high-performing global teams across various industries in complex environments. He focuses on delivering value to colleagues, customers, and partners. David is an ITIL 4 Master and Ambassador, recognised by BCS, The Chartered Institute for IT, as a Chartered IT Professional and Fellow.  David has presented to global C-Level audiences the ‘10 Steps to Digital Transformation with EXIN and the IFDC. David is also a committee member of the British Standards Institute (BSI), British Computer Society (BCS) & International Organization for Standardization (ISO), discussing all things service management.

In 2022, David published ‘Co-creating value in organisations with ITIL 4’, released via The Stationery Office (TSO) under license by AXELOS and PeopleCert and in 2024 published ‘An Education in Service Management’.

For some time we have had requests to introduce AI on our event calender. Here it is!

itSMF Belgium is pleased to invite James Finister on our digital floor. He will open the Artificial Intelligence door and dive into the impact/opportunity for Service Management.

He will outline the history of AI, discuss current and possible use cases for AI in ITSM, the impact and challenges of ethical issues in a fast-moving area, and most importantly suggest strategies that need to be adopted now if the consequences of ignoring ethics are not addressed.

James Finister has been an ITSM Thought Leader for over 30 years. With a background in corporate governance, statistics and IT security, he has a wide ranging experience of real world issues across geographies and sectors. He was instrumental in the adoption of the earliest version of ITIL and remains an ITIL author. He also contributes to multiple ISO standards, including those on AI and ITSM.

ItSMF Belgium is please to propose Simone Jo Moore as our guest speaker for this virtual event. I had the pleasure to attend several of her events and it was always a mind-opening experience. Looking forward having that same experience with you in the virtual event.

When : Thursday 25/04 at 18:00 (Virtual Doors open at 17:55)

Where : Virtual, so wherever you are

Entrance : Free

Value Flows Where Empathy Shows

“Thriving employees are twice as likely to work for an organization that effectively balances EQ and IQ in decision- making something fewer than half of companies typically get right.”

This session we explore the need for and facets of empathy culture as a priority in adjusting the way we co-create value through the whole cycle of the customer and employee journey. These approaches are reflected guidance in multiple frameworks on embedding desirable and sustainable behaviours in dynamic IT organisations. 

Empathy is a skill we use to influence relationships, outcomes and experience. Empathy takes more than just understanding the context of the other person in the interaction – it takes the ongoing focus of being human, coupled with thoughtfully mixing our support practices and technology. Harness the flow that enables you and your teams to strengthen collaboration, reduce stress and increase morale.

Bio: Simone Jo Moore

“Simone is a force of nature. Her spirit is contagious. When she speaks or runs a workshop, the room follows her every move or thought. Simone has the goal of humanising IT and bringing ethics to the way people work.” Simone pushes the boundaries and asks the tough questions of organisations with how they are designing and using their technology. A well known IT practitioner, Simone is the Editorial Director of The Youth Rise in Power’ [youtu.be] and ‘The Era of HumanisingIT [freshworks.com]‘ documentaries. Her IT, OCM & HR experience brings together the technology of the human brain, emotional agility and the digital journey in adapting to Humanising IT focussed on ethical and emotional AI.

A recognised Top 25 Industry Thought Leader [thinkhdi.com], Women in DevOps [devops-fusion.com] list, WomenTech award nominee [womentech.net], Simone is a contributing author to VeriSM Unwrapped, Applied [verism.global] and ITIL4 High Velocity IT [axelos.com] and other international certifications, DevOps Institute [devopsinstitute.com] eBooks and a contributing reviewer for the European Commission and Cynefin based Field Guide on Managing complexity (and chaos) in times of crisis [publications.jrc.ec.europa.eu].

itSMF Belgium is pleased to announce the March event. Our Silver Sponsor 2Grips will dive deeper into the lasting experience factor.

Join us in understanding what Jordy Mertens has to share on  “What can you do to be customer centric”

When : 28/03 from 18:00 – 19:30 CET

              As always, the digital doors open from 17:55 onwards.

Where : Virtual, so accessible anywhere in the world

Registration : Free for both members and non-members

Abstract:

Organizations experience firsthand that customers are increasingly critical and often see little difference between the different providers.
They make a lot of effort to attract new customers, but at the same time notice that it is very difficult to keep these customers.

Many organizations struggle with the question: how can we increase a customer’s connection or involvement with our product, service, brand or organization?

The answer to that question is usually sought in the area of ​​service excellence.

During this session Jordy will explain some shifts we need to make to achieve service excellence.
Furthermore, he will inspire you with some principles within customer centricity that you can take with you in your day-to-day work or organization.

Bio:

Throughout his career Jordy has been involved in various service management implementation and optimisation projects.

In addition, Jordy has guided numerous organisations in selecting and implementing the appropriate service management solution.
Finally, Jordy has helped organizations embedding organizational change by training and coaching of the employees.

Because Jordy gets his energy from optimising processes, he has taken on the role of COO at 2Grips.
In this role, he is responsible for monitoring all current projects, employees, the support department and for optimising 2Grips’ internal processes.