For Monday December 1 - the day before the conference - we have organized two international workshops for our delegates. You can register for a workshop at the same time as you register for the conference. The venue for the workshops is also Swissotel Tallinn - on the same floor as our conference the next day.

The value of these workshops far exceeds the price - itSMF Estonia, together with the workshop facilitators, has agreed on heavily discounted prices to make these affordable for our practitioners. We believe money should not get in the way of finding support for improvement plans, and we encourage you to take advantage of this unique offering.

We therefore kindly ask that you not to register more than two people from the same organisation for each workshop. Please let us know if there are more people interested in attending - we'll come back with a solution tailored to your needs.

Monday, December 1, 09:00 - 12:30

Workshop #1
IT process measurement and assessment - the IT perspective

IT processes can be measured and assessed from several perspectives. Formal assessments performed with such instruments as COBIT PAM, TIPA or any other capability/maturity-based model are aimed at addressing the interests of external stakeholders: investors, sponsors, actual or potential customers, regulators... Working hard to satisfy these groups, IT managers often pay surprisingly low attention to their own process measurement and assessment instruments. In our workshop we will explain and demonstrate:

  • What types of metrics can be developed and used for IT processes
  • How to identify an optimal set of metrics for a process
  • Why and how to develop KPIs from various metrics
  • How to build a balanced scorecard for an IT organization

We will discuss sets of metrics for core ITSM processes including incident management, problem management, change management, configuration management and service level management. There will be a lot of practice, many formulas, very small portion of theory and - that's a promise! - no marketing.

Target audience: IT professionals not afraid of math or real solutions

Capacity: 20 delegates

Monday, December 1, 14:00 - 18:00

Workshop #2
Tips and tricks for a successful (ITSM) tool selection project

Purchasing or upgrading your service desk software is a strategic decision, which should only be made once you have identified your service and support needs. With roughly 200 vendors selling Help Desk and Service Desk tools and around 70 vendors playing in the mid-market and enterprise space, selecting the right tool is no easy task.

Organizations typically start their selection process with a document, or series of documents, that form a Request For Information (RFI). All too often, RFI documents are heavily focused on best-practice framework compatibility and technical requirements, but fail to communicate the business need, and the challenges the tool must help you tackle.

In this workshop, Patrick will cover all the essential components:

  • Outlining the resources that are available to help you with selection
  • Offering practical guidance on compiling RFI documents
  • How to get the most from tool demonstrations
  • How to negotiate with vendors

If you're involved in selecting an ITSM new tool now, or in the future, this workshop will help you to understand your options, mitigate risks, and avoid common mistakes, giving you the best possible chance of selecting a tool that's fit for purpose and fully utilized by your staff.

Target audience: IT professionals involved in tool selection processes; people tired of wasting money

Capacity: 20 delegates