Welcome to the itSMF Estonia 10th annual conference - where every presentation is a keynote!

Over the years, we have been lucky to enjoy fantastic presentations delivered by experts from Estonia and abroad. We have explored process-specific areas; looked at how frameworks, methodologies and philosophies such as Lean, Agile and DevOps can support ITSM; and contemplated what the future might bring for the ITSM industry.

This year, following in the footsteps of previous years' success, we are bringing together an incredible bunch of industry leaders from around the world, to share their journeys, lessons learned, and thoughts with you.

We have kept the sessions concise, with plenty of time for Q&A, hallway discussions, and networking.

We welcome you to take a look at the conference schedule below and register to join us at the biggest international ITSM event in the region.

Official Twitter hashtag: #itSMFest

From practitioners, for practitioners.

07:45 - 08:30
Registration with coffee and light breakfast
08:30 - 08:40
Conference opening
itSMF Estonia / AXELOS
08:40 - 09:20
A personal ITSM journey
itSMF Belgium

Christian worked in many different roles and companies throughout his career, always with a focus on adding value. Two years ago, he was so demotivated in IT that he was planning to do a radical career change. But then a series of events caused him to reflect deeply about his career and his life, causing him to approach things differently. As a result, he is now happier than ever before. ITSM played a major role in this transition.

Christian will take you through his personal journey, sharing practical experiences and insights hoping to inspire others to feel better in their IT career. Learn how to apply Continual Service Improvement to your personal life and get in control using techniques like Kanban and Getting Things Done.

09:20 - 10:00
Dreaming about the ISO 9001 certificate: journey towards the goal and lessons learned
Information Technology Centre for the Ministry of Finance (RMIT)

A brief experience-based overview how to combine different management practices, methodologies, and frameworks to become increasingly better in ITSM. Will share our experience how it all started (background), what has been done (results) so far and what will happen next (future goals). In addition the challenges and lessons learned will be pointed out, and the top tips shared with the audience.

10:00 - 10:30
Coffee and networking
10:30 - 11:10
Service design for public sector: service owners
Ministry of Economic Affairs and Communication (MKM)

Today, in Estonia's public sector we have a complicated overview of the services that the state offers. This is much due to a lack of structure and sense of responsibility in the way the services are presented and delivered. This entails for the end user time and money spent on finding out who, where and how offers certain services. For the state it means a lack of overview of whether or not it is developing the right services and if it is done efficiently.

In order to take a step closer to a more structured and standardized delivery of services the Department of Information Society Services Development within the Ministry of Economic Affairs and Communication has developed the concept of service owners. Presentation will explains the necessity of appointing service owners and describes the service catalogue which both the public sector and potentially the private sector can benefit from when improving their services.

11:10 - 11:50
The Twelve Ways of itSMFestmas – the Prequel and Sequel to DevOps
ASL BiSL Foundation

No, not the Twelve Days of Christmas but a seasonal alternative. With IT departments now serving multiple business functions and engaging multiple external IT service providers, it's most certainly the season for multidisciplinary collaboration. The DevOps movement has led the way by giving us the Three Ways of DevOps, which embody the collaboration between Dev and Ops. As featured in the must-read DevOps book The Phoenix Project, the Three Ways "describe the values and philosophies that frame the processes, procedures, practices of DevOps, as well as the prescriptive steps". But did you know that the Three Ways can also be applied to what happens before Dev, and after Ops?

This presentation explores the Prequel and Sequel to DevOps. You'll learn about three other domains in which the Three Ways of DevOps can be applied, giving us in total Twelve Ways. So how will your life never be the same again after this presentation? When you get back to work you'll:

  • Be able to use a simple but powerful paradigm to understand and communicate the ‘big IT picture' in which the business plays a crucial role
  • Know how to apply the Ways of DevOps to improve how you collaborate with other disciplines
  • Recognize where value from IT investments is actually realized and who holds the key to unlock it
  • Be thinking about two new business-oriented ‘movements' that complement Agile and DevOps and close the IT Value Circle

11:50 - 12:30
An introduction to Kanban for Service Operations

Lean and Agile practices such as Kanban have revolutionised the world of software development at the likes of Spotify, Google and Microsoft; accelerating delivery and putting transparency, collaboration and the customer at the heart of everything. The application of this discipline within operational IT teams, in ITIL contexts, translates perfectly. Come and see a highly visual presentation, from an experienced Kanban practitioner and coach spanning the management theory this method leverages, tips on creating basic and more sophisticated boards and hear from Senior Leaders and Technicians describing the positive impact employing Kanban has had in their workplaces.

12:30 - 13:30
13:30 - 14:10
What does this button do?
Estonian Design Centre

Great simplicity always hides a large complexity. Making things easy to use often means that you have to know how the thing is going to be used and that you have to be open about the users preferences. The biggest challenge with virtual tools and environments is that they are built on the assumption that the users are willing to learn how it was supposed to be used, which is almost never the case.

The talk is about the work of UX designer, what I have experienced and learned during last five years working on wide range of applications from travel app to national library digital archive.


14:10 - 14:50
ITIL and DevOps Can Be Friends

ING is a worldwide financial institution, based in the Netherlands. The IT department of the Netherlands manages a mix of off the shelf applications and in house built software. Traditionally development was governed by CMMi and IT Service Management by ITIL processes. Three years ago the developers started working in Agile/Scrum teams, dropping CMMi. The next step was to involve Operations as well and transform to an DevOps organisation, striving for Continuous Delivery.

In a lot of Agile organisation ITIL is considered the evil soul sucking epiphany of bureaucracy. But is it really? If we look at the tasks you perform in e.g. incident management, problem management and change management, you will find that a lot of those you still need to perform in an Agile/Scrum way of work. You will also find that there actually is a lot of value in making some rules on how we want to interact in these processes between teams. But we may call the task differently than we were used to in ITIL. And we may choose to use different tools to handle parts of the process. We call this adaptation of ITIL Agile ITSM.

This talk focuses on the adaptations we have made to our ITSM processes to accommodate the requirements of an Agile/Scrum way of work, proving that there is still value in a lot of the things we used to do in ITIL and that there is no real conflict between Agile and ITIL.

14:50 - 15:30
A double-shot of ITSM automation
itSMF Hellas

The session aims at presenting the distinction between automation levels in regard to service design and transitioning. Even though the ITSM industry has been heavily focusing and is constantly investing towards left-shifting such as self-service initiatives e.g. self-service password reset technology, which aims at repetitive task transference to the customer-side, real ITSM automation aims at task transference to the technology-side. The presenter will support that a single-shot of left shifting to the customer-side has to be coupled with a double-shot of left-shifting to the system-side so as to attain a remarkably higher level of automated IT-enabled business.

The presenter aims to unveil antipatterns in service design that can lead to decreased productivity and manual tasking prone to human-error with examples from his professional experience in the Greek banking, aviation and lottery sectors. Reference to the need of business process management will also be made so as to highlight methods developed to alleviate human error within organisations. The term Continuous Service Release Integration (CSRI) will also be elaborated to show how certain techniques, can help free, from repetitive tasks, highly skilled, expensive, inebriated and overworked resources so as to work on higher-value activities. Customer-centric approaches and business trust building will also be identified and linked to CSRI. The benefits the audience will enjoy, range from understanding techniques to increase control and predictability of automated process behaviour right through standardisation of repeatable and scalable good practices within processes.

15:30 - 16:00
Coffee and networking
16:00 - 17:00
Managing under conditions of uncertainty
Cognitive Edge

A recent Gartner report identified the Cynefin framework as allowing IT operations to carry out effective sense-making by adopting an approach that recognises the inherent uncertainty of the overall environment. The framework was recently used within the PRINCE2 Agile methodology handbook, and work is currently being carried out in the UK to create a new approach to project management in the Public and Private sectors that will build on that initial use. This presentation by the creator of the Cynefin framework will give delegates a basic overview of complexity theory and its implications for service strategy and operational management.

17:00 - 17:40
Introducing ITIL Practitioner
itSMF Estonia / AXELOS

For the past year, my team at AXELOS, together with the Practitioner Architect Team - Kevin Behr, Karen Ferris, Lou Hunnebeck, Barclay Rae, Stuart Rance, and Paul Wilkinson - have been hard at work, designing the newest qualification in the ITIL qualification scheme - ITIL Practitioner.

Sleepless nights aside, this has been a wonderful period - allowing us to work with ITSM professionals from around the world, making sure the new qualification comes with guidance that is relevant and helpful, and with an exam that truly tests people's skills at applying their knowledge in real life situations.

This presentation will cover the approach ITIL Practitioner has taken, and the processes we used to design and deliver the qualification. We'll be looking at the core elements of ITIL Practitioner, and discussing its links to Lean, Agile and DevOps. We will also demonstrate the specific value this qualification brings to organisations and individuals, and explain how it fits within the current qualification scheme.

17:40 - 18:00
Prize draw and conference close
itSMF Estonia / AXELOS