Welcome to #itSMFest 2017, itSMF Estonia's 12th annual conference,
where every presentation is a keynote!

VeriSM publication launch! International Foundation for Digital Competences (IFDC), together with Van Haren Publishing, and itSMF Estonia are happy to announce that the official VeriSM publication will be launched at this year's itSMF Estonia conference. Read more ...

09:00 - 09:30
Morning coffee
09:30 - 09:45
Conference opening
itSMF Estonia
09:45 - 10:30
A practical introduction to lean in an agile world

So your team is already (kind of) agile. Now you’ve heard you need to become more lean. But what does that mean? Should you turn your business into an impersonal software factory obsessed with eliminating waste? In a word, no! Lean is really about continuous improvement and respect for people. Far from being mechanistic, it’s a much more humane way to work.

Jon will discuss how lean and agile ideas really relate to each other. How lean principles help explain why agile practices work. And how those principles and practices help organisations develop the operational maturity to allow agile to succeed beyond the team level.

10:30 - 11:15
DevOps journey at Telia

July 2016 in Telia Estonia. The technology unit has the classical setup with software development and operations teams working in silos. Fast forward to today, where Telia Estonia has DevOps teams that take full technical responsibility for the services they provide to rest of the business. Greg will take you through this journey focusing mostly on competence management, but also on other key challenges Telia faced during this transition. In addition to describing the steps taken and lessons learned, Greg will share details from recent retrospectives with the DevOps team leads.

11:15 - 11:45
Coffee break
11:45 - 12:45
Practical Cynefin
Cognitive Edge
12:45 - 13:45
13:45 - 14:45
Crossing the river by feeling the stones
Leading Edge Forum

We live in a competitive world. That competition forces change. It has always forced change.

Change is normal. The question is not whether our organisations will change - that’s a given - but can we see this change before it hits us, do we know where we’re heading or are we simply floating aimlessly being carried by a river? It certainly feels that way sometimes.

To answer the question we need to understand our landscape, the economic forces at play, the context we operate within and our situational awareness of this. Can we navigate the waters, can we see a storm coming, or are we being battered by rocks because we refuse to look?

During this keynote Simon Wardley will examine situational awareness within business, why it matters, and whether we can anticipate and exploit change before it hits us. He will explore how we can manage our economic environment: “cross the river by feeling the stones”, as Chinese revolutionary Deng Xiaoping said.

14:45 - 15:15
Coffee break
15:15 - 16:00
Service Management for the Digital Age: What’s all this about VeriSM™?
Vocalink, a Mastercard Company

The world is changing and fast. The digital transformation offers immense business opportunities, but also presents numerous challenges for the Service Management professional. How can we keep pace with the fast changing requirements to services? How can Agile, Lean & DevOps principles be applied to Service Management to best effect? How can we make sense of the multiple practices out there, and leverage them to best effect?

This presentation introduces VeriSM, a new approach to Service Management that helps service providers to create a flexible operating model to meet desired business outcomes. It describes how an organization can define its service management principles and then use organizational capabilities, emerging technologies and a combination of management practices to deliver value.

Attendees will understand the impact of the digital transformation on the new competences that are required of Service Management professionals; and how VeriSM can help them to exploit the opportunities offered by the digital transformation as well as to face the challenges it poses.


16:00 - 16:45
Not all who wander are lost – reflections from Playtech's ITSM journey

Various ITSM frameworks have been utilized in Playtech since 2005, which was when the organization was first introduced to ITIL. Tõnu will walk us through major milestones in Playtech's search for operational excellence, the various side quests, tools, and methodologies that have shaped their Service Operations approach until today and will do so in the future.

16:45 - 17:30
Science and scienceability - using the scientific method in ITSM

Marketing pioneer John Wannamaker (1838-1922) famously said "Half the money I spend on advertising is wasted; the trouble is I don't know which half." Can you be sure the same isn't true of your service improvement efforts?

In this session Julia will discuss how hypothesis-driven, safe-to-fail experiments can be used to acquire solid, new knowledge in a complex domain and be confident that the changes you introduce make a positive difference.

17:30 - 17:45
Conference close
itSMF Estonia

Please note that all sessions will be in English.