More and more software publishers have taken the decision in the last few years to favor the cloud mode. This is causing major upheavals in the organizations that use this software from the point of view of cost control, security and confidentiality of their data. Also from an operating point of IT services new skills are required. IT financial management is becoming a necessity and in some cases, innovation cells that are completely separate from the normal delivery methods of IT projects are to be set up. The purpose of my presentation is for the first time to popularize the concept of cloud governance and to propose concrete measures to integrate cloud services in a context where services are managed internally without duplicating the operating functions.

Since June 2019, a developer team has been put in place at Croesus to automate deployments, done manually for 30 years. As a Product Owner, I was able to help build the first developer team to solve operational problems at Croesus. We have learned a lot about how to maintain good velocity despite the unexpected caused by operations. We have also integrated a model very close to the SRE allowing us to achieve our mission: Set up the CICD at Croesus, establish standards, and deliver value to the customer quickly and reliably. Interested in learning more?

Gartner presents Process Mining as the ability to discover, monitor and improve real business processes, not just what the organization thinks or wants. Process Mining highlights the entire process and is based on real and dynamic event logs to identify the best possible improvement opportunities and thus ensure agile governance. The measurement, compliance and overall performance of the process are thus highlighted dynamically and in real time.

This session will present the advantages of Process Mining and how the company can benefit from it to ensure the governance of its processes

IKO has grown in recent years through acquisitions, the opening of new sites and the launch of new products. To do this, the organization has embarked on a program to modernize its manufacturing capacities. The IT department plays a crucial role in this program because IKO must also consolidate many disparate systems as well as older IT technologies inherited from the various acquisitions. We have also inherited IT staff in many places.
I was responsible for leading the design, development and deployment of best practice processes in a new global IT organization. I will guide you through the first 2 years of our ITSM journey, the good, the bad and the lessons learned..

Combining a user portal, an IT service catalog, approval rules and managing the execution of delivery and support tasks to process IT orders for arrivals, trips and departures of employees of an organization can quickly become a very complex puzzle to implement.

However, there are low-cost open source solutions on the market that allow you to orchestrate all of your activities in one ITSM information system.

The SEI team will demonstrate that it can be done quickly and at low cost.

After the workshop, you will have the tools and knowledge to create your user portal and offer a service to process IT orders related to employee arrivals, travel and departure.

We all have a same question How DevOps and ITSM enable the bank to become a competitive advantage and Embedding ITSM and DevOps in a banking environment is possible with different constraints like Security, regularity, etc.? The National Bank of Canada decided to start the integration between these two practices DevOps and ITSM /ITIL in the last one year. In this presentation we introduce different process level like Change Management, Incident and Self-service user based on DevOps technologies like API and integration between different tools (Jira, Jenkins, etc.). In this context some questions should be explored:
Are Human being able to change the way to work?
How DevOps can create the benefit and increase velocity for the Change process, Incident, CMDB, ITSM tool?
Therefore, even thought that the timeline execution is short and ongoing, the benefits are compliant with the organization vision that encourage the collaboration between people (process people and DevOps engineering), avoid the waste of time execution and manual tasks. People will learn how the ITIL V4 and DevOps can be complementary based on experience of the National Bank of Canada. Hence, we illustrate different use cases that explain how we were able to increase user velocity for different ITIL process and DevOps team. For that purpose, we will study 3 uses cases: Operational team perspective, Process perspective, Tool perspective.

The standardization of language and vocabulary has facilitated communication between our technicians and our customer service staff, has improved understanding of needs and issues, thus making us more efficient and effective.

You will have the opportunity to review all of the Lean, Agile and Management System Concepts, while going through their interdependencies and to see that they are closely linked and to see how we move from theory to practice through well-crafted governance.

This conference will allow participants to:
– Understand asset management and its difference with configuration management
– Understand the savings that companies can derive from better management of software assets (licenses).
– Understand the structures necessary to put in place to better manage software assets (licenses)