itSMF Estonia is happy to invite you to our 8th annual, and so far the most international
Service Management conference that takes place on December 11th in Swissotel Tallinn

Based on the feedback from previous years, we have put together a program that focuses on the topics that have shown to be most relevant for our delegates. All of our sessions are presented by practitioners - well-known and respected specialists from Estonia and abroad.

Our aim, as in previous years, is to provide you with lessons learned, fresh ideas and practical tips to help you overcome service management related challenges in your own organisation. We encourage you to engage with our speakers and other delegates during the Q&A after each presentation, and during the breaks.

The conference program is a subject to change for the better.

We are proud to be the first chapter in the region that will have Axelos, the new owner of ITIL® and other Best Practice frameworks, presenting and sharing their vision on the future of ITIL. Their attendance shows true interest in the international ITSM community - so, please take advantage of this opportunity and share your ideas.

In addition to the main program, we will run 2 workshops the day before - please check our pre-conference workshops page for more details. We encourage you to sign up for the workshops fast, as the seats are limited.

We would kindly ask you to register before December 3 to help us ensure you'll have the best possible experience.

December 11

08:00 - 08:30
Registration and coffee
08:30 - 08:50
Conference opening
itSMF Estonia / Mindbridge (EE)
08:50 - 09:20
Delivering Service Operations at Mega Scale
Microsoft (US)

Microsoft has seen an explosion in services growth over the last decade. In order to effectively navigate the transition from boxed software to devices and services, they have had to adjust the way they operate in order to deliver the best services to their over 1 billion customer base.

This session will focus on Event and Incident Management and provide some insights into the hurdles that the Microsoft Operation Center overcame during this critical period to become a world class service provider to support Microsoft's 200+ cloud services. Though there are just a handful of companies that have grown to the scale that Microsoft has in the cloud, the learning provided in this session are applicable at businesses of all sizes.


09:20 - 10:00
Enabling value by process
Swedbank (EE)

Service and process improvements - do they always bring expected value? Unfortunately, this is not always the case.

In this presentation Viktor will explore his experience with usual patterns in process maturity improvement and look into key challenges in establishing matrix organisations and managing processes across several units. He will describe different models and approaches, advise on what to look out for, and show what does or does not work.

10:00 - 10:20
Coffee and networking
10:20 - 11:00
Benchmarking & BI - Sat navs for Service Desks

Using Business Intelligence and benchmarking to guide the development of the service desk:

Service desks are expected to make 'educated' decisions, but often lack the insight and knowledge to hold good on the promise. This session shows how business intelligence and benchmarking can become effective tools for proving your value today and deciding what to fix in future.

Take-aways from this session:
1) Improve your decision making skills
2) Understand which metrics are worthwhile
3) Linking IT goals to overall business objectives


11:00 - 11:40

This session is in Estonian
with slides in English

Teenustel põhinev avalik sektor

Majandus- ja Kommunikatsiooniministeeriumi (MKM) Infoühiskonna teenuste arendamise osakonna (ITAO) põhieesmärgiks on standardiseerida avalike teenuste pakkumine ning tagada kliendikeskne füüsiline ja virtuaalne teeninduskeskond tuginedes IKT lahendustele.

Põhidokumendina on praeguseks koostatud avalike teenuste korraldamise roheline raamat, mille alusel on üldisel tasemel koondatud avalike teenuste osutamisega soetud probleemid ning pakutud võimalikud lahendused. Raamatus käsitletud põhimõtted on rakendatud erinevates pilootprojektides (MTRi arenduspojekt, avaliku sektori äriportsesside kaardistamine, maanteeameti teenuste disainimine jne) ning raamatus väljatoodu on aluseks Infoühiskonna Arengukava 2020 avalike teenuste ümberkorraldamise peatükile.

Selles ettekandes tutvustab Janek rohelisse raamatusse kirjapandut ning seda, kuidas riigiasutused (ning miks mitte ka eraettevõtted!) saavad väljatöötatud materjale enda teenuste disainimisel kasutada. Lisaks kirjeldab Janek ITAO ning riigiasutuste koostöömudeleid ning annab ülevaate sellest, millised on ITAO plaanid edasiseks ja milliseid teenusehaldust puudutavaid dokumente ja juhendeid võivad riigiasutused lähiaastate jooksul oodata.

In English:

Estonia is a country where most of the interactions citizens need to have with the government can be done online - submitting applications and notices, registering the birth of a child, voting on local government council and parliamentary elections, filing taxes, starting a company, etc. The public sector is focused on making these experiences as smooth as possible and the results have been well received by both the citizens and the entrepreneurs, and noticed by the countries.

The Department of Information Society Services Development within the Ministry of Economic Affairs and Communications is leading the standardisation of the delivery of public services and ensuring the development of customer centric physical and virtual environments based on available IT solutions. They have recently published the Green Book on Management of Public Services, which covers the main challenges of delivering public services and provides a set of proven solutions. The models described in the Green Book have already been successfully applied to several projects. This presentation describes the these models and shows how the public sector and potentially the private sector can use this BoK when designing and improving their services. 

11:40 - 12:20
Service Desk 2.0
Pohjoisviitta (FI)

The concept of a Single Point Of Contact was a great innovation when IT was new and people had repeating problems that were relatively easy to solve. Today almost everyone is used to IT and there is no homogenous group of users with easy problems, users are different and their problems and needs are more specific.

One of the key concepts in ITSM is standardization. Support and maintenance is much easier if users have standard equipment. BYOD is anathema to this but is becoming reality. The whole Service Desk / incident/ problem -thinking is based on the assumption that technology fails often but is easy to fix. That is not true anymore.

Do we still need a service desk then? Yes we do but it has to change. The new Service Desk 2.0 is not about incidents and fixes, it is about services and products.

12:20 - 13:20
13:20 - 14:00
Industry leaders agree - IT is revolting
Hornbill Service Management (UK)

In a new economy, with new rules, business strategies have to be agile and flexible to respond market demand and community influence. As Service Management professionals, we must fulfill our essential duty to provide value to our organisations and customers. However, many believe that we are falling short and that our industry is not delivering the expected results. Most IT groups fail to get beyond the basics of Incident, Problem and Change to the more proactive processes in Service Strategy, Service Design and CSI. They struggle to define Services, express IT activities in terms of business outcomes, and articulate the value of IT in business terms.

At the itSMF Fusion13 conference in Nashville, TN, a group of passionate industry people convened to discuss the fundamental transformation that needs to be brought about and issued a ‘Service Management call to action'. This session explores the need for change and explains how you can get involved to ensure that our industry, and your profession, remains relevant in the future.

14:00 - 14:40
Problem and Knowledge Management - The Missing Links
Barclay Rae Consulting (UK)

Processes like Incident and Change management provide a minimum base level of expectation for service quality and integrity, whereas Problem and Knowledge (particularly combined) actually make a difference, add quality and deliver improvement and innovation.

Problem provides an approach to long-term issue resolution - often this is only seen as technical but this should also include sorting out organisational, procedural and commercial issues. Knowledge can improve efficiency and provide visibility of issues as well as speeding up delivery.

Both of these processes (or areas of work) are fundamental to successful service delivery, yet both are largely implemented poorly, ignored or paid 'lip service' in many organisations.

This session provides clear direction and practical guidance on how to make these areas work, including reference to current thinking and also how some new tools and approaches can help, particularly using e.g. social and crowdsourcing.

14:40 - 15:00
Coffee and networking
15:00 - 15:40
DevOps - shattering the barriers
itSMF Estonia / Mindbridge (EE)


  • Are the business requirements ever-changing?
  • Are the developers blaming operations for not being able to release new code to the production environment fast enough?
  • When the code is eventually released, and it doesn't work, do the developers blame operations for the resulting mess?
  • Are the operations people the ones who get woken up at 3 AM when the new version of the software crashes?
  • Do operations blame developers for releasing below par code that is not tested?
  • Does the business constantly fail to get value from IT?


    If these questions elicit a ‘yes', you might want to find out what DevOps stands for. And no, you cannot buy it. Or get certified in it.

    While developers are practicing Agile, the operations folk seem to be left behind. Our ITIL-based processes often do not support tens or even hundreds of releases per day, and they definitely don't allow developers to play around in the live environment, something they would happily do. The frustration on both sides - not to mention the Business, who pays for it all - is only growing.

    This session gives an overview of what DevOps is, how it relates IT operations and ITSM in general, and how it can help to carefully transform several key ITIL processes to be more agile. We will also cover some real life examples of what has been done in other organisations to successfully tackle the modern day challenges for IT, including the six problems mentioned above.


    15:40 - 16:20
    Problem management challenges and critical success factors
    Playtech (EE)

    Playtech is no ordinary organisation and the presentation will start with an overview of the specific Problem Management related peculiarities in Playtech, to set the scene. We will then discuss the prerequisites for effective Problem Management and follow with the daily challenges Playtech has with Problem Management, and ideas for overcoming them. We will also discuss the difficulties in increasing the maturity and the impact of Problem Management in an organisation.

    16:20 - 16:50
    A Forward thinking Name for a Forward Thinking Company
    Axelos (UK)

    The story so far: the origin of AXELOS, the aims and values of the new company managing ITIL, PRINCE2 and the Best Management Practice Portfolio.

    The presentation will cover actions to date and set out the plan and ways of working, including a roadmap for 2014.

    After the conference close, there will be an interactive, international forum where the plans will be discussed in more detail.

    16:50 - 17:00
    Conference close
    itSMF Estonia / Mindbridge (EE)
    17:15 - 18:15
    The future of ITIL - international forum
    Axelos (UK)

    During this session Axelos will provide more details about their plans with ITIL and other Best Practice frameworks. 

    The objective of this session is to create an international forum, where ITSM practitioners can ask questions, voice concerns and provide input for future developments.

    This is an open forum and all delegates are welcome to attend. To ensure best results, we expect you to come prepared. Prior to the event, we would like those who are interested in attending the forum to familiarise themselves with newsletters, press releases and other documentation Axelos has delivered so far. All of this can be found on their Google+ site.

    Also, the recently published ITIL roadmap can be found here.

    Delegates from these organisations have already registered. Join them!