Selling XLA to C-level – 29/01@17:30

REGISTER HERE

The event line-up for 2025 starts strong. It is with great pleasure that we can
introduce a regular on the scene, Mark Smalley.
WHEN : Wednesday 29/01 staring at 17:30
HOW : Virtually, this makes it a free event to attend.


Mark Smalley has done a deep dive in XLA and what the potential challenges are to
make it an enabling concept. As always, having senior management on board is a
crucial factor. And Mark would love to share his thoughts with you.

XLA represents a significant shift in IT service management, moving from a
technology-centric approach to a human-centric one that prioritizes user satisfaction
and business impact. While XLA is gaining recognition and adoption, selling the
concept to C-level executives requires a strategic approach that addresses both
business concerns and personal corporate politics. IT managers and consultants
must therefore create a narrative that demonstrates clear business value, navigates
political considerations, and addresses implementation concerns. Mark Smalley will
share his thoughts on this challenge, based on his latest book.


BIO

Mark Smalley, also known as The IT Paradigmologist, helps IT people understand
service. People collaborate with Mark to discover where they are and to visualize
where they want to be. Mark is a writer, speaker and coach at Smalley.IT and has
contributed to the professional development of digital and IT service management in
more than thirty countries.


RAFFLE : 5 attending members of the itSMF Belgium chapter can win a copy of the
book.

/by

itSMF Webinar: Connecting Enterprise Architecture and IT Service Management – 8th of November, 11:00 AM

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

REGISTER HERE

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.

/by

Knowledge Management, Why, What, How and Why… Tuesday 26/11 @18h00 CET

REGISTER

Ever wondered why so many people talk about how important information and knowledge sharing is but, when push comes to shove, they don’t actually do anything about it? 

What the reason is you feel like repeating the same thing over and over and over again?

How comes there are so many different tools and approaches and innovations in the field?

And why those never seem to change or solve anything? 

Join me for a trip down memory lane, to where it all started, how it (d)evolved and hopefully to gain some insights on what’s next in Knowledge Management.

Bernard Niedworak is a 30-something Solution Analyst and Coach, with a background in Operational Support and Management.

He leverages his operational and functional experience to act as a bridge between business stakeholders and technical teams. 

This has led him more often than not to look at how information is being processed and shared, which has given him a lot to rant talk about. 

This event is brought to us courtesy of our sponsor: Devoteam.

/by

Co-Creating Value in Organisations – Thursday 26/09 at 18:00 CET

REGISTER HERE

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’.

/by

Summerdrink 2024 – 19/09/2024 from 17:30 onwards

It is with great joy that itSMF Belgium is connecting again with the traditions of the
past. We would love to get you back together and connect, share, explore.

What better way to introduce our Summerdrink 2024.


It will be special, it will be fun, but most of all we will be able to meet and enjoy some
time together in a nice setting. This is the moment in which everything you ever
wanted to know (about service management) but were afraid to ask, is no longer a
blocking factor. We will provide the means (read below), up to you to provide the
questions.


The setting will be enlighted by 3 senior, some call them old, some call them grumpy,
service management mystery guests. There will be short track sessions, but also
panel discussion which will require you! Yes you. Because the questions will be
asked by you.


To make sure brain and stomach are satisfied, we will foresee dinner and drinks.

Practical information:
Where : Our former Silver Sponsor CTG, now CEGEKA, has provided their venue
facilities. So the place to be is Culliganlaan 1D in Diegem.
When : 19/09/2024 from 17:30 onwards
Members : Free access

Non members : One time fee of 50 euro or if they take itSMF membership and the summerdrink the price is reduced: 150 euro instead of 170 euro

Registration is possible  via the email : eddy@itsmf.be

/by

AI: ITSM’s Final Frontier – 27 June, digital doors open at 17:55 CET and the event starts at 18:00

REGISTER HERE

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.

/by

SRE, and DevOps meets ISO27001 and NIST. Can IT4IT save the day ? – 23 May @ 18:00

REGISTER HERE

There are a number of forces at play in our industry that are pulling organisations in different directions and either deadlocks innovation and improvements in how we deliver digital solutions or wreak havoc with the stability and security we are also trying to establish. SRE is often implemented as DevOps for infrastructure, suddenly infrastructure configurations become code and Operations people start coding.

Application developers are also introducing DevOps and instead of collaborating with ops and making joint teams Development takes over part of Operations. Often Application teams are at odds with the SRE teams, where do the one stop and the other start? While this fight is ongoing then we have security standards introducing more and more controls to prevent rouge or inexperienced employees to wreck havoc.

Often this goes against the DevOps team strategy and require a clear split between the CI and the CD teams. In OpenText we have this as a clear challenge but also an opportunity to innovate with the starting point in IT4IT Value Stream thinking and the associated Product mentality that IT4IT introduces. In this talk we will explore the problem and possible solutions.

We are excited to present Lars Rossen on our virtual event floor.

As thought leader in service management amongst others he will share his views on how IT4IT is more relevant than ever in the current myriad of practices.

Dr. Lars Rossen
SVP, Chief Architect, OpenText
Lars Rossen is the Chief Architect and SVP for engineering of shared services and
components at OpenText.
Lars Rossen drives the overall OpenText technical strategy and oversees the shared
components and engineering services through which OpenText achieves alignment
across its vast commercial services and products. This includes designing, building, and
running the digital factory for all OpenText engineering. Driving the use of OpenText
product internally in the spirit of “Drinking our own champagne”.
Lars also oversees OpenText’s hyperscaler and platform strategy and associated
platform architecture, as well as UX strategy, performance engineering, DocOps and
internationalization programs.
Lars created the first version of the IT4IT™ Reference Architecture which formed the
basis for the standard in The Open Group, and Lars continues to be the lead architect
for the IT4IT initiative. This forms a foundation for delivering an open and composable
digital factory based on value stream thinking.
Lars has published numerous white papers on IT management and holds 5 patents on
technology management.
Before OpenText Lars Rossen was the Group CTO for Micro Focus. In this role he was
driving the overall Micro Focus technology and integration strategy. As well as driving
the implementation of the Digital Factory for Micro Focus.
Before joining Micro Focus, Lars was a Fellow at Hewlett Packard Enterprise where he
worked for the CTO organization. He defined the software portfolio architecture and
strategy. Lars was also part of the core team that defined HPE’s CloudSystem strategy
and associated solution portfolio. This included creating the innovative Hybrid Cloud
Management product suite.
Prior to joining the portfolio strategy office, Lars headed up HPE’s Operational Support
System practice for Europe, Middle East and Africa.
Lars holds an MS in engineering, an executive MBA with focus on technology
management, and a PhD in computer science from the technical University of Denmark.

Lars currently calls Copenhagen his home, but have lived in HongKong, Scotland and
California.

/by

Value Flows Where Empathy Shows 25/04 at 18:00 CET

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

REGISTER HERE

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].

/by

SRVISION Conference 17 april 2024

Edit: To access the presentations of this year, use the link below.

https://www.knvi.nl/bijeenkomsten/detail/559/knvi-srvision24-service-our-future/materials

As every year, itSMF Belgium is pleased to announce that also this year SRVISION organizes a
conference packed with workshops and presentations


Unlock the door to innovation and transformation at srvision, where the future of service management unfolds. Tailored for IT managers, service management professionals, practitioners, and consultants, this immersive conference will dive into the core of service excellence, offering invaluable insights into the latest trends and strategies shaping the industry.


itSMF Belgium highly recommends this conference!.

You can register by visiting the congress website: https://www.knvi.nl/srvision
But before you do that, email eddy@itsmf.be and we will provide you with a code for which gives you 20%
reduction on the ticket price. Curtesy of the SRVISION organization.
We are looking forward meeting you in Utrecht!

/by

What can you do to be customer centric ? – 28/03 from 18:00 – 19:30 CET

REGISTER HERE

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.

/by