ITIL-dagen 2014 avholdes 8. oktober i Trondheim

PROGRAM

08.30 - 09.00      Registrering – morgenkaffe

09.00 - 09.10      Velkommen v/ Terje Storvik, Sintef

09.10 – 09.55      The ITIL Value Proposal v/ Kaimar Karu, AXELOS
All high-performing service providers share similar characteristics. This is not coincidence. There are specific capabilities inherent in their success that they demonstrate consistently.

09.55 – 10.40      Agile CSI: CSI done right  v/ Dave Van Herpen, Sogeti Nederland
Ever more organizations use Agile approaches to develop software. There’s a reason for this. It delivers fast results and high quality through constant feedback loops and tight customer involvement. More importantly, Agile (and Lean) explicitly stimulate continuous improvement. But there’s much more value in Agile than this alone. The speaker has used Agile and Lean practices in the IT Service Management area for many years. He will use real world examples to illustrate the power of using practices like Scrum, Kanban and self-organizing, multidisciplinary teams. The focus will be on Continual Service Improvement (ITIL CSI), where the speaker will demonstrate the value of integrating Agile, ITIL and cultural change.  
Key takeaways:

• The Agile promise, delivering fast results to involved customers, is not only applicable to software development 
• ITIL alone doesn’t bring real continuous improvement to your organization
• Scrum is really valuable for kick-starting Agile CSI
• Kanban is great for continuous integration of improvements with other work items, like incidents and changes
• CSI is NOT a process. It is a mindset.

10.40 – 11.00      Pause

11.00 – 11.45      Service Integration at Jaguar Landrover v/ Martin Goble, Tata Consultancy Services
​The story of how Jaguar Land Rover, one of the world's great car manufacturers, embarked on a journey to adopt the service integration model for IT supplier management and the lessons learnt along the way. The session will look at cultural issues, the importance of understanding how contracts work, the impact on ITSM processes and metrics and the need to adopt an outcome based perspective. This honest and open session will also be of value for organizations not going down the SI route but who still want to transform how they manage their suppliers and deliver services to their customer
 

11.45 – 12.45      Lunsj

12.45 – 15.15      WORKSHOP:

• Spor 1: Torsten Salen, Steria - Lean workshop: hvordan bygge forbedringskultur gjennom praktisk arbeid
  Å lykkes med ITIL handler i stor grad om å lykkes med kontinuerlig prosessforbedring. Men hvordan gjør man det? I dette kurset får du erfart hvordan kontinuerlig forbedring i en produksjonslinje fungerer i praksis. Torstein Salen tar oss med på en praktisk orientert Lean-innføring, som vil gi deg viktige basisteknikker og prinsipper du kan ta med tilbake til arbeidsplassen.
   
• Spor 2: Dave Van Herpen, Sogeti Nederland – Agile, Scrum and ITIL Workshop
  Synopsis: Following up on the morning keynote, this workshop will be deepdiving into Lean, Agile, Scrum and Kanban. The facilitator will discuss the do’s and don’ts of Scrum and Kanban, using examples and discussing their value (and risks) with the audience. The audience will experience some practical tools and instruments, like Planning Poker. Throughout the workshop, the audience will be challenged to map these practices and instruments to IT operations, service management and ITIL. 
  Key takeaways:
  - Lean & Agile share many principles, but have some differences as well
  - A balanced view is required on the Scrum process, roles and ceremonies
  - Scrum only deals with a part of the whole picture, more is needed to provide user value
  - Planning Poker can be very useful in estimating change requests
  - A great Product Owner does not forget about the non-functional requirements 
   
• Spor 3: Kaimar Karu, AXELOS – DevOps for Non-coders
  In DevOps you work to remove the walls between development (the people who writes the code) and operations (the people who runs the code In the production environment. The effects of the Dev Ops principles are many – shorter lead time for new features, fewer faults in production and less lost productivity for customers.  In this talk Kaimar will discuss how Dev Ops principle and practices can be valuable in IT organizations even when they by their software from third parties off the shelf or have it developed by others.
   
• Spor 4: Signe-Marie Hernes Bjerke, DNV-GL – Problem Management
  Ofte hører vi at problem management-prosessen ikke får den effekten den burde hatt. Denne prosessen er kanskje ikke så enkel som den ser ut til? Hva skal til for å få den til å fungere? I denne workshopen deler vi erfaringer, praktiske verktøy og teknikker, eksempler og øvelser som kan benyttes i enhver organisasjon for å forbedre prosessen. Hvordan fokusere på de rette tingene? Hvordan utføre problemanalyser? Hvordan jobbe både reaktivt og proaktivt? Ofte handler det om å kunne samle de rette menneskene og lede dem igjennom en strukturert problemløsingsprosess.
  
  I løpet av workshopene settes det ut frukt og drikke.

15.15 – 15.25     Pause

15.25 – 16.10     Hvordan bruke en krise til å skape forandring v/ Knut Morten Johansen, informasjonssjef i SAS 

16.10 – 16.55     Problem Management - slik høster du gevinstene! v/ Espen Sørensen, Steria 
Mange lykkes ikke med å få til Problem Management, eller ser kanskje ikke verdien. Ved å gjennomgå en Problem Management prosess fra A-Å, der identifisering, prioritering og rotårsaksanalyse er hovedingrediensene, viser Espen hvordan din organisasjon kan lære av feil og drive kontinuerlig forbedring av infrastruktur, tjenester og prosesser.

16.55 – 17.00     Slutt – takk for i dag!  

TID: 8. oktober 2014
STED: Scandic Lerkendal, Klæbuveien 127, Trondheim

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