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Choose your flows


Dates

6 April 2022

08:30 - 09:30
Registration and Coffee - Tea
Entrance - Speys Restaurant

Registration  @Entrance

Coffee / Tea  @Restaurant Speys


09:30 - 09:45
Opening by Chair: Dragana Mijatovic
ir. Dragana Mijatovic, MBA
Managing Director - Enterprise Transformations Advisory, Quint
room 13

Opening of srvisiondays event by Chair ir. Dragana Mijatovic, MBA


More about ir. Dragana Mijatovic, MBA
09:45 - 10:30
Keynote : Flow. The official worst software development methodology in history
Kim van Wilgen
flowmanifest.org
Sander Hoogendoorn
flowmanifest.org
room 13
🔄

Ever since we started writing code in the fifties of the previous century, managers and project
managers have tried to discipline and structure the way we work. However, no matter how many
consultants and coaches are hired to implement increasingly complex process frameworks and
methodologies, developers and testers always come up with new simplistic approaches.


More about Kim van Wilgen
More about Sander Hoogendoorn
10:30 - 10:45
Quick Coffee - Tea break
Restaurant Speys

Quick break


10:45 - 11:15
The Agile flow at ING: the pains and gains!
Wesley in der Maur
Chapter Lead - COO Risk & Finance, ING Bank
room 13
🚚

ING adopted the Agile manifesto years ago. As one of the first large financial institutions, ING introduced the agile way of working in 2015. Now 6 years later we have ample experience on how this new way of working affected the delivery flow in our organisation. Strategic, tactical and operationally we struggled to move from a classic bank to a more Tech oriented digital banks. That experience came with flow, pain, joy and stories to share. In his presentation Wesley in der Maur will share his view on how we did this as a delivery team and what we learned along the way.


More about Wesley in der Maur

Sponsored by ING Bank
10:45 - 11:15
The Do's and Don'ts of Cloud platform teams
Geert v.d. Cruijsen
Lead consultant DevOps & Cloud, Xpirit
room 2
🧠

The cloud should be an enabler for flow in your organization. In the many years that Geert has worked with the cloud in various organizations he wants to share his experiences, pitfalls and best practices of making cloud work for your organization. After the session you should be able to set up your organization for success making it faster & easier for teams to use the cloud without compromising on security & compliance.


More about Geert v.d. Cruijsen
10:45 - 11:50
Workshop : Flow & behavior
Robert den Broeder
Managing Director, OBM Dynamics BV
room 3
🔄

Workshop Robert den Broeder - Flow & behavior


More about Robert den Broeder
11:20 - 11:50
Flow in Customer Delivery from supplier perspective
Roger Berger
Manager Customer Teams, HSO
room 13
🚚

HSO started a change in the software delivery towards customers, we saw a different demand from our customers to deliver added value during the customer journey. But how to organize ourselves and how to get people involved and motivated during this change, that’s where this presentation is about.


More about Roger Berger

Sponsored by HSO
11:20 - 11:50
Flow is a result, not a design!
Wim Hoving
Director, Servitect
room 1
🧭

I’ve seen too many great designs fail because the players could not fulfill their role. Nice theory, bad result.

The challenge is to create solutions that fit the circumstances we are in, not those were we want to be.


This is a solution not only for the happy few situations were pro-active customers co-creating IT services with excellent IT managers, surrounded by happy T-shaped broad skilled service-oriented technicians. They all hardly exist…


The solution is not in ITIL or DevOps, neither in agile, Cynefin, XLA’s or OBM. I really like and use them. Despite all great theories we still only design, build, run and restore IT services hopefully creating a splendid customer experience.


The solution starts with respect for everyone who is involved, taken into account the level of skills, behavior and maturity.

And then create one team, one IT organization, with one compact holistic customer-oriented practice they can apply. That’s the fundament for Flow and growing, together.


In my presentation I will show a brief and simple overview of the fundamentals of successful IT service management, with great respect for DevOps, ITIL, Cynefin, agile and OBM.


More about Wim Hoving

Sponsored by Servitect
11:20 - 11:50
Customers on stage: 4me as a strategic Service Management Platform
Frank Bakker
Director Strategic Accounts, 4me
Richard Moeliker
Director ICT, Stern
Tom van der Aa
Chief Digital Officer, Circet Benelux
room 2
🧭

Customers talk on stage about how the 4me platform Service Management  enables them to work seamlessly with suppliers, customers and partners, and how the 4me platform enables them to work more efficiently and effectively, and how the 4me platform helped in transforming IT from a facilitating department into a strategic entity.

Tom Van der Aa, Chief Digital Officer,  from Circet Benelux and Richard Moeliker, Director ICT, from Stern will talk with Frank about their experience.


More about Frank Bakker
More about Richard Moeliker
More about Tom van der Aa
12:00 - 12:30
Keynote : XLA Unboxed
Marco Gianotten
CEO Giarte, Giarte
room 13
🚚

Leadership is not about the lone nut but the followers. XLA grew from a grassroots movement into a committed community. Its purpose has a lot to do with Flow: a state of heightened focus and immersion in art, play and work.

Are you working in Enterprise IT and:

  • Having a significant impact?
  • Being engaged and proficient?
  • Feeling related to significant others?
  • Pursuing goals by self-motivation?
  • Enjoying doing the right things?


Tick all the boxes? That's what Xperience Level Agreement has to feel. Marco will explain the toots, the core, and good practices. He also connects the Agile Manifesto, ITIL4, and XLA. Buckle up!


More about Marco Gianotten
12:30 - 12:35
Maxim Nyansa It solutions
Stanley Kwakye
Founder / International Director, Maxim Nyansa IT solutions
room 13
🔄

Maxim Nyansa IT Solutions - Charity

In West-Afrika (16 landen, 200 miljoen jonge mensen onder de 25 jaar) is een grote behoefte om jongeren beter voor te bereiden op de arbeidsmarkt van de 21e eeuw. “Maxim Nyansa IT Solutions” doet dat inmiddels in 5 landen met inzet van ICT. Professionele IT opleidingen voor jongeren uit arme gezinnen en ook scholen projecten.  Jongeren hebben veel baat bij deze onderwijsverbeteringsprojecten. Onder moeilijke omstandigheden worden ICT voorzieningen aangelegd op Afrikaanse scholen, waardoor al duizenden jongeren hebben kunnen leren om met een computer te werken. Uiteraard worden eerst de leraren getraind.

De organisatie heeft sinds de Corona crisis ook een eigen online bibliotheek met open source lesmateriaal voor IT-ers en scholieren.


In Nederland wordt het werk van “Maxim Nyansa IT Solutions” ondersteund door een community van enthousiaste vrijwilligers. IT-ers en andere professionals die helpen met het geven van trainingen en het werven van fondsen. Ook worden computers ingezameld voor een tweede leven op een Afrikaanse school. AVG-proof en met een eigen logistiek volg-systeem voor donateurs.

Wil je als IT-er best iets doen voor een betere wereld?

Neem dan contact op met “Climbing the right tree” in Veenendaal:  

Grebbeweg 19b,  3902 HG, Veenendaal

info@climbingtherighttree.com

+31 6 15038099


More about Stanley Kwakye

Sponsored by maxim nyansa it solutions
12:35 - 13:30
LUNCH @Restaurant Speys
restaurant Speys

LUNCH @Restaurant Speys


13:30 - 14:00
Keynote : Finding Flow in Reliability
Julie Gunderson
Sr. Reliability Advocate, Gremlin
room 13
🚚

With Reliability being a central focus in organizations, collaboration between working groups is a key component to building resilient systems. In this keynote, Julie will delve into how the concepts of flow combine with the perspectives of SRE and DevOps. Additionally, teams will learn how they can leverage Chaos Engineering and flow to improve their overall reliability and customer experience.


More about Julie Gunderson
14:10 - 14:40
Keep the Customer Satisfied
Martin Goble
Lead Partner, TCS
room 2
🔄

IT Service Providers (both internal and external) go to extraordinary lengths to provide excellent service to their customers. IT is an industry that is becoming increasingly aware of the importance of managing the mental well being of our staff. Poor employee mental health, not only impacts the individual but the company as well. It can lead to employee job dissatisfaction, staff turnover, absenteeism, reduced performance and lack of productivity and efficiency. So how can customers and providers ensure a healthy working relationship? This presentation will look at areas that may cause stress, and what can be done to reduce the mental cost of keeping the customer satisfied.


More about Martin Goble
14:10 - 14:40
Hilda Vuijk - Rabobank
Hilda Vuijk
Sr. Agile Transformation Consultant, Rabobank
room 3
🚚
14:10 - 14:40
It's ITIL Jim, but not as we know it
Mark Smalley
IT Management Consultant, Smalley.IT
room 1
🧭

Mark Smalley is the Lead Editor of ITIL®4’s new High Velocity IT book, that explores what IT service management looks like in digitally enabled organizations. He consulted with 45 industry colleagues from 18 countries to determine the desired topics, and engaged 23 of them as co-authors. He will share his thoughts on key topics such as ethics, unpredictability, safety culture, service-dominant logic, operating models and value streams (which is where the action happens).

After this presentation, IT practitioners should:

·        Realize that they are morally responsible for the unintended consequences of their actions

·        Use explorative approaches to ‘manage’ complex systems

·        Be more human and have more fun in I


More about Mark Smalley

Sponsored by Smalley-IT
14:10 - 15:30
Workshop :Creating safe environments for optimal performance
Linda van Sinten
Creative Visual Thinker and Agile Coach at CreativeElephant, Creative Elephant
Robert van Lieshout
Compassionate agilist and coach, PragmaticAll
room 13
🧭

In this interactive workshop you will explore psychological safety and create a map to help navigate your organization or team towards high performance. You will learn what the impact is of low psychological safety, how to build safety and how to keep it.


More about Linda van Sinten
More about Robert van Lieshout
14:40 - 15:00
Coffe - Tea break
Restaurant Speys

Coffe - Tea break @restaurant Speys


15:00 - 15:30
Measuring the flow of value
Peter Brooks
Service Governance Consultant Author Clinical Researcher Trainer, One-Time-Pad Cryptography & key-distribution
room 1
🧭

"The use of metrics has a bad name for many good reasons - but we do need to measure things to understand
them, to manage them, and to improve them. This presentation discusses how to use metrics to measure flow,
basing metrics on value, how to prevent the usual problems with metrics, and how to ensure that the metrics
you design and use are effective and efficient and themselves contribute towards the production of value.
Metrics are often designed statically, it's necessary to understand the nature of flow, in particular, the flow of
value, how to measure it, and how to measure blocks to efficient flow of value, so as to remove them, or
minimise their impact. 'All is flow.' - Heraclitus"


More about Peter Brooks
15:00 - 15:30
ITIL 4 evolves to address contemporary challenges (Sustainability, Cloud and more)
Mark Smalley
IT Management Consultant, Smalley.IT
room 2
🔄

“IT-enabled product and service delivery has been transformed by technologies, such as cloud, AI, machine learning, and automation; and by innovative ways of working (e.g. Agile, DevOps and Lean). ITIL 4 continues to evolve to address and harness the challenges and opportunities presented by emerging technologies and themes, for both organisations & professionals. After completing the ITIL 4 scheme in 2020, Axelos developed three new ITIL 4 products. Two are the 'extension modules' Sustainability in Digital & IT and Acquiring & Managing Cloud Services, that can be followed without the Foundation qualification as a prerequisite, which makes them accessible to a wider audience, interested in gaining critical skills in these areas. The third new product is a Maturity Assessment for IT Service Management. This is based on the ITIL Maturity Model but is also suitable for organizations that have adopted other ITSM frameworks. The assessment is a consultancy offering that is delivered by accredited Consultancy Providers.


*This presentation is sponsored by PeopleCert and Axelos


The presenter, Mark Smalley, who was Lead Editor of the High-velocity IT module, wrote a chapter for Acquiring & Managing Cloud Services and was involved as a reviewer of the other two products.”


More about Mark Smalley

Sponsored by Peoplecert / Axelos
15:00 - 15:30
Continual Improvement journey
Paula Määttänen
Senior Solution Architect, TietoEVRY, itSMF Finland
room 3
🚚
15:45 - 16:30
Keynote : Think like a comma
Roxanne ‘Rocky’ Hehakaija
director/speaker/consultant, Favela Street
room 13
🧠

What is your level of expectation? Towards yourself and others?

Building a successful team is all about mindset.

With the comma mindset you can create an environment where everybody gets into the right flow.


More about Roxanne ‘Rocky’ Hehakaija

Sponsored by Favela Street
16:30 - 16:45
Closure by Chair: Dragana Mijatovic
ir. Dragana Mijatovic, MBA
Managing Director - Enterprise Transformations Advisory, Quint
room 13

Closure of day 1 by chair


More about ir. Dragana Mijatovic, MBA
16:45 - 18:00
Drinks & Socializing @ Speys
Restaurant Speys

Socializing and Drinks


18:05 - 22:00
Social Event : Innovation Award & Dinner
Kinepolis

ENG-  Have yourself a great and suprising evening during a dinner with international buffet and live music. This evening event is only for €75,-  and via this link you can get your ticket for this event and for the regular day events. Hope to see you there!

NL- Laat u verrassen tijdens de Innovation Award uitreiking en genieten van een heerlijk internationaal buffet en gezellige livemuziek. Deelname aan dit programma kost € 75,- p.p. Aanmelden is mogelijk via deze link. Tot dan!



7 April 2022

08:30 - 09:15
Registration - Coffee and Tea
Entrance - Restaurant Speys

Registration for 2nd day - coffee and tea @Speys restaurant


09:15 - 09:30
Opening by Chair : Esther van der Meer
Esther van der Meer
COO | Europe's largest secure messenger for healthcare, Siilo
room 13

Opening of 2nd day by Chair Esther van der Meer


More about Esther van der Meer
09:30 - 09:45
When did one size ever fit all?! Three Perspectives on (Digital) Service Management
Dennis Lindemans
Service Delivery Manager, CGI
Suzanne Galletly
Portfolio Director, EXIN
room 13

Currently, many practices available are created for the average scenario and don’t leave much room for customization. But what does the ‘average’ professional look like anyway? Or the ‘average’ organization? And when did one size ever fit all?! This session moves away from this by considering three distinct perspectives on Service Management, all of which contribute to Flow: Optimization; Integration; and Transformation. Your organization’s size, working model, risk appetite, company culture and where they are at in their digital journey determine which perspective fits best - and this can shift with time as your organization, and your professional career, develop further. This session will be valuable to participants as it will help them to understand different perspectives on Service Management in the digital context, and how they can develop their skills in a way that makes the most sense to them - instead of wasting time trying to be ‘average’!


More about Dennis Lindemans
More about Suzanne Galletly

Sponsored by EXIN
09:45 - 10:30
Keynote: The Triple Helix of Flow – The DNA of Organizations
Nigel Thurlow
Executive Director | Chief of Agile | Co-Creator of The Flow System™ | Author | Keynote Speaker | Trainer, The Flow Consortium
room 13
🧭

The Flow System was introduced by Nigel Thurlow while he was Chief of Agile at Toyota. In this keynote talk he will reveal the elements required to achieve a state of flow in your organization and why flow is not the new agile, and how flow is a universal construct. Flow moves away from tools and methods and the concepts of frameworks, and one size fits all approaches. Flow is an outcome you achieve, and not constrained to a single context. It is very different to Agile and provides a system of learning and understanding, and not a prescription or recipe.


More about Nigel Thurlow
10:30 - 10:45
Coffee - Tea break
Speys

Coffe and Tea break


10:45 - 11:15
Kanban takes Flight
Robert S. Falkowitz
Managing Director, Concentric Circle Consulting
room 13
🔄

A case study of how the Covid pandemic has brought together kanban and flight levels to improve the flow of work. I will provide highlights into the issues and questions faced in an ongoing adventure of introducing the kanban method and tools into a pharmaceutical company anxious to become more customer oriented, while applying the Flight Level approach. If you are looking for answers, be forewarned! The heart of this journey is at asking questions that lead to more questions and lead to yet more questions.


More about Robert S. Falkowitz
10:45 - 11:15
Flow from sports to business
Willem Wouter Gerritse
Transformation Manager, Telindus
room 1
🚚

Taking the audience on a journey where I have been working in teams full of Olympic champions with the sole purpose to become the best in our game. Showing how some of the guiding principles from my career as a professional athlete are still vital for me in helping organizations to transform and be successful in achieving flow.


More about Willem Wouter Gerritse
10:45 - 11:15
DTAP is DEAD: The art & joy of testing in production
Geert v.d. Cruijsen
Lead consultant DevOps & Cloud, Xpirit
room 2
🧠

In this session we will discuss why you should in production, how to do this in a secure way, what benefits it will give you but also give you practical examples of how to do this in practice. Join this session to make sure your users aren't the only people who are testing your application in production!


More about Geert v.d. Cruijsen
10:45 - 12:20
Workshop: Experience the flow from strategy to realisation in the serious game Fly4you
Jan Schilt
simulation designer, GamingWorks
Room 3
🧭

Many of the organizations who are doing ‘digital transformations’ are using SAFe® or aspects of SAFe®. SAFe® contains many elements that can bring real value to the organization. But, unfortunately many programs fail, even before they have reached the level of creating business value.


In this serious game you will experience the crucial tips and tricks to avoid failure in your own programs.

Some of the aspects we will focus on:

How to involve your business in your programs?

How to transfer strategy into a shared and realistic plan for execution?

How to manage multiple development teams during execution?

How to deal with delays, changings customer demands, feedback and other day-to-day challenges and still deliver fast and without errors.

Come and experience how this simulation can help your organization to get more value out of your scaling (SAFe®) programs.


About the game:

Fly4You is starting their digital transformation using SAFe principles. First steps are set, new ways of working are explored, and the first new services are released. The results are not yet on the expected level. And here is the moment the simulation starts. In this session we will guide your team through the process from strategy to execution. Applying SAFe principles and experience how they help to deliver new services fast and without errors with the ultimate goal to deliver value as early as possible.

In this session you will play that team and act as Business Managers, Product Manager, Architect, Development Teams, ICT and Release Train Engineer.

You will learn how to define Strategic objectives, prioritize the Backlog, organize and execute a full PI Planning.


This simulation is supported by Scaled Agile and will help you to get a better understanding of what SAFe is and how it can bring value to your business.


More about Jan Schilt
11:20 - 11:50
XLA? Please show me the value!
Anke van de Kerkhof
Experience Management Consultant, Giarte
Marco Gianotten
CEO Giarte, Giarte
room 1
🚚

XLA is not a luxury but a necessity. We are going to show use cases. Why? The biggest misconception about Treacy and Wiersma's three value strategies is that they are mutually exclusive. Ask any CIO what the value strategy of Enterprise IT is, and they probably answer 'operational excellence.' Sure, continuously optimizing processes and systems can be the dominant strategy, but when excluding customer intimacy and product leadership, you're heading off course and creating waste. In Lean, waste is any activity that consumes resources but brings no value to the end customer. XLA helps reduce waste by focusing on the value drivers: customer experience, business impact, and collaboration. We have five cases to show the value.


More about Anke van de Kerkhof
More about Marco Gianotten
11:20 - 11:50
How we failed, had fun & learned in our Agile journey in an embedded world #LikeaBosch
Roy Krikke
Excellence Owner Software, Bosch Thermotechnology
Rutger van Faassen
Excellence Owner for Portfolio Management, Agile & Projects, Bosch Thermotechnology
room 2
🧠

How do you enable a department with embedded, application, mobile application, hardware, mechanical development teams including lab testers that all work on the same product but all in their own way, by adopting & adapting the Scaled Agile Framework (SAFe)


Four years ago our Agile journey at Bosch Thermothechnology in Deventer started. Two years ago we made the decision to start working with the SAFe framework, to pursue more alignment, innovation, collaboration and fun between different teams spread over different international locations. Teams which are connected via common products but with different expertise and lead times. We had/have a major challenge with this because in our embedded world there are many different development disciplines involved.


Before we started with SAFe, every team worked in their own Agile way, teams where not connected. We had a lot of dependencies and a lot of status and panic meetings. We had no clear insights in our performance and value (no metrics) and stakeholders where getting frustrated, although we believed we were transparent in everything we did.


After this, we improved at every PI planning. We now have a Full SAFe model working, where we allow teams time to innovate (the last 2 weeks of our 10 week cycles are for Innovation and Planning). Every PI we aim to implement 1 idea into production the next PI and are slowly succeeding to do so. We did not have any panic meetings in the last 1.5 years and our flow has increased tremendously.”

Although we have achieved awesome results, we still have a lot to learn. That is exactly what we would like to show.


More about Roy Krikke
More about Rutger van Faassen
11:20 - 11:50
The Shiny New Thing that really helps!
Paul Wilkinson
Chief Architect, 'The Shiny New Thing that Really Helps'
room 13
🧭

When I announced on Linkedin (as a joke) that I had a new framework that would change everything!  I had 8 times the usual amount of hits! We in IT like shiny new things, thinking (and hoping) that they will solve our problems, but many of our problems come from the fact that we haven’t got the basics right! And we never got the old things to do what they were intended to do. I have seen this repeat in cycles over the last 40 years.


Now digital transformation is the latest Industry Shiny New Thing. But 70% of transformation initiatives fail to achieve the hoped for values. “I could have predicted that this would happen!” Not because I’m smart, but because of the basics. So why are they failing? What are the basics we still haven’t got right and what is the ‘Shiny New Thing’ that would make everything better? Ensuring that ‘Value’ will flow smoothly through the organization.  I will give delegates links to 30 articles, including 5  ‘must read’, and 10 post-it stickers containing takeaway actions to pin up onto your team or organizational backlog.


More about Paul Wilkinson
12:00 - 12:30
Keynote : How to Flow each other
Pien Oosterman
Until Feb 1st CEO of Levi9
room 13
🚚

I flow, you flow, we flow. How to help each other to get more often in this happy state? In her keynote, Pien shares her extensive experience in leading international IT service organizations, covering themes as customer collaboration, near shoring and creating safe environments.  


More about Pien Oosterman
12:30 - 12:35
Maxim Nyansa IT solutions
Stanley Kwakye
Founder / International Director, Maxim Nyansa IT solutions
room 13
🔄

Maxim Nyansa IT Solutions - Charity

In West-Afrika (16 landen, 200 miljoen jonge mensen onder de 25 jaar) is een grote behoefte om jongeren beter voor te bereiden op de arbeidsmarkt van de 21e eeuw. “Maxim Nyansa IT Solutions” doet dat inmiddels in 5 landen met inzet van ICT. Professionele IT opleidingen voor jongeren uit arme gezinnen en ook scholen projecten.  Jongeren hebben veel baat bij deze onderwijsverbeteringsprojecten. Onder moeilijke omstandigheden worden ICT voorzieningen aangelegd op Afrikaanse scholen, waardoor al duizenden jongeren hebben kunnen leren om met een computer te werken. Uiteraard worden eerst de leraren getraind.

De organisatie heeft sinds de Corona crisis ook een eigen online bibliotheek met open source lesmateriaal voor IT-ers en scholieren.

In Nederland wordt het werk van “Maxim Nyansa IT Solutions” ondersteund door een community van enthousiaste vrijwilligers. IT-ers en andere professionals die helpen met het geven van trainingen en het werven van fondsen. Ook worden computers ingezameld voor een tweede leven op een Afrikaanse school. AVG-proof en met een eigen logistiek volg-systeem voor donateurs.

Wil je als IT-er best iets doen voor een betere wereld?

Neem dan contact op met “Climbing the right tree” in Veenendaal:  

Grebbeweg 19b,  3902 HG, Veenendaal

info@climbingtherighttree.com

+31 6 15038099


More about Stanley Kwakye

Sponsored by maxim nyansa IT solutions
12:35 - 13:20
LUNCH @Restaurant Speys
restaurant Speys

LUNCH @Restaurant Speys


13:20 - 14:00
Keynote : Navigating complexity & flow
Prof Dave Snowden
The Cynefin Centre
room 13
🔄

There is a tide in the affairs of men

Which, taken at the flood, leads onto fortune

Brutus in Julius Ceasar Act 4, Scene 3, 218-224

There is a naïve, and potentially fatally naïve perspective that flow is linear, progressive and generally a good thing.  But context is everything and this presentation will introduce an Estuarine framework to better understand how to navigate complexity.  We will use the Cynefin framework to better understand the landscape in which we can operate, and how better to understand what is possible, and critically when we can change things.




More about Prof Dave Snowden
14:10 - 14:40
The #1 approach for a faster, easier and smarter ESM experience.
Joel Eijssen
Solution consultant, Micro Focus
room 1
🚚

Modernization in Service Management has taken a big leap forward as AI/ML has become reality and completely transforms the service management approach. AI and automation have become a central element and determining factor in the design and processing of services and complex tasks at multiple operational levels. This allows you to be(come) proactive (or even predictive!), improve self-sufficiency and end-user experience, and grow the overall satisfaction and effectiveness of your service provisioning.

When combined with fully codeless configuration, an easy integration engine and end-to-end orchestrated process/task automation, this leads to a new and pleasant way of working to meet all your Enterprise Service Management (ESM) needs… faster, easier and smarter!
Enjoy the next generation ESM experience!


More about Joel Eijssen
14:10 - 14:40
Employee Driven Service Desk - why and how?
Sami Kallio
CEO / co-founder, HappySignals
room 13
🧭

In this session Sami will speak about how to change your support services to work in a more end-user-centric way. He will use data from the Happiness Score™ reports (free industry benchmark), including more than 1.5M responses and customer stories about how the experience data can and should be used. He will also talk about why companies should be moving away from traditional SLAs to XLAs.


More about Sami Kallio
14:10 - 14:40
Living in Ebb & Flow
Simone Jo Moore
Build Resilience - connect the H2H, EI & AI | Framework Mixologist & Human API, SJM
room 2
🔄

Being dynamic, fast and smooth flowing is more than a technology expectation, it’s a human one! Systems make it possible but people make it happen so let’s talk about your balance between ebb and flow. If we’re to ‘get in the zone’ faster and be in flow more often, we need better understanding of living in a VUCA world, what needs to exist in our strategy to build resilient behaviour and continue to evolve our ability. Combined, this helps to keep ourselves in a mindful state - a flow state in which our people can feel and experience being energised and fully involved.


More about Simone Jo Moore
14:10 - 15:40
Workshop Nigel Thurlow :
Nigel Thurlow
Executive Director | Chief of Agile | Co-Creator of The Flow System™ | Author | Keynote Speaker | Trainer, The Flow Consortium
room 3
🧭
14:40 - 15:00
Coffee - Tea break
restaurant Speys

Coffee -Tea break @restaurant Speys


15:00 - 15:30
ITSM in the Age of DevOps
Rob Akershoek
Sr. IT management architect, DXC
room 13
🧭

Let the transformation begin!

Most IT organizations are in a transformation journey creating a new digital operating model, leveraging (Scaled) Agile frameworks, DevOps and Continuous Delivery. At the same the technology landscape is changing due to Cloud services and Containers, etc. Traditional IT service management practices are being challenged. Many DevOps teams even question the need to have a CMDB or register changes in the ITSM system; or why not manage incidents in their own agile backlog? The dilemma many organizations are struggling with is: How should IT service management transform in the age of DevOps and Cloud? This presentation shows you how the new role of IT service management fits in a modern digital operating model.


More about Rob Akershoek
15:00 - 15:30
Sensemaking architecture: dealing with dynamics and variety
Marlies van Steenbergen
principal consultant enterprise architecture, Sogeti Nederland B.V.
room 2
🚚

With the current wave of digitalization and the subsequent speed of change, complexity and moral challenges, we need to extend our view from the organisation to the entire ecosystem, deal with increasing unpredictability and with the (moral) impact of our architectures on individuals and society. Making sense of today’s world requires an architecture that is human-centred, flow-oriented, value-sensitive, and discretionary. Human-centred because in an increasingly complex world, the attitude, interactions, and capabilities of people are essential. Flow-oriented because it is not about static descriptions but about the dynamics of doing business. Value-sensitive because the values of all stakeholders, direct and indirect, including future society, must be respected. Discretionary because to create adaptivity, architecture must be able to differentiate between different contexts and subsystems within organisations and adjust both content and way of working to the needs of a situation.


More about Marlies van Steenbergen
15:00 - 15:30
Agile, the way to go!
Eddy Peters
President itSMF Belgium | Professor EHSAL Management School | Principal ITSM Consultant, CTG Belgium
room 1
🧠

In this presentation we will investigate that being an agile organisation has a different definition, depending on where you ask. Not understanding that difference, will affect collaboration between development and the service organisation in a profound way. As a result, the agile promise of providing quality quick, might turn out to be a recipe for fast failure, impacting the user experience negatively. In understanding the difference, we can explore what can be done to assure that agility fulfils that promise organization-wide, becoming an enabler for constant value driven user experience.


More about Eddy Peters
15:45 - 16:30
Keynote : Flow & Mind - Mindgym
Wouter de Jong
keynote speaker, coach and trainer, sportschoolvoorjegeest.nl
room 13
🔄

When we talk about selfcare we often think of exercising and eating well, but you only feel healthy and strong if you are also mentally fit. Luckily, you can train your mind just as you would train your body.


Wouter de Jong transforms every meeting into his "Mindgym" and helps you to exercise your mind. The workshop focusses on the 4 key areas in which you can train your brain: compassion, attention, altruism and positivity. Based on the latest scientific insights and combining ideas from mindfulness, compassion training and positive psychology, Mindgym will improve your mental fitness - leading to positive results in every area of ​​your life.


More about Wouter de Jong

Sponsored by Sportschool voor je geest
16:30 - 16:45
Closure of servisiondays event by Chair
Esther van der Meer
COO | Europe's largest secure messenger for healthcare, Siilo
room 13

Closure of 2nd day and event by Chair Esther van der Meer from Siilo


More about Esther van der Meer
16:45 - 18:00
Drinks and Socializing @Speys
restaurant Speys

Drinks and Socializing @Restaurant Speys