Day 1
IT services: Client Needs vs Business Opportunities

Opening of the conference (download)

• Vanja Mirkovski, itSMF Macedonia Conference Director
• Ivo Ivanovski, Minister for Information Society
• Igor Dimitrovski, itSMF Macedonia
• "Global Trends in ITSM: The Times, they are a Changin’”, Ken Wendle, Intl./USA 

Session 1: IT Governance (download)

• IT Governance in real life – with a little help from ITIL and CobiT,  Christian F. Nissen, DK
• IT Governance: Corporate challenge for CIOs or only “state-of-the-art” topic for IT professionals?, Ljubomir Trajkovski, MK 
• Managing human aspects of changes, Imre Hercegh, Vialto, HU

Session 2: Service level management  (download)

• Service Level Management and Business Relationships ,Maggie Kneller, UK
• Creating effective Service Level Agreements, Aron Nemes, Vialto
• Experience from implementation of ISO 20000:2005, Viktorija Donceva, MK 

Session 3: Service strategy  (download)

• YES… you can do MORE with less with ITIL!, Teresa Lucio Nieto
• How to elicit “certifiable” added value from the IT Service Management quality standard ISO/IEC 20000 – Nikitas Despotidis, Quint, GR
  

Day 2:
ICT Standards

Opening and Key Note (download)

• itSMF Macedonia - Operations and activities of itSMF Macedonia and its support for strengthening the IT service management culture in Macedonia Vasko Pavlovski, MK
• Cooperation with itSMF Macedonia and support for ICT standards in the Region, Valentina Paskalova, IFC, MK
• ITSMF Serbia presentation – Milan Zivkovic, SR
• ITSMF BiH presentation - Nađa Oručević, BiH

Session 1: International ICT standards  (download)

• ISO20000 qualification and certification aspects, Robert Falkowitz, Switzerland
• Integration of various relevant ICT standards (ISO 20000, ISO 27001, ISO 9001 and ITIL), Ana Meskovska, MK 
• Cooperation of Business and IT areas when Managing Transformations, Éva Számely, Vialto, HU
  

 Session 2: Realistic experiences with IT Service Management  (download)

• Case Study: Usage of ITIL processes for IT Outsourcing  in Siemens , Rok Sajovic (SI) and Vedran Omrčen (HR) (double block)
• Continual Service Improvement Case Study, Tomislav Kanižaj, HR
• Performance Based Service Management (PBSM): delivering quick and measurable business performance improvement - Dragana Mijatovic, Quint, NL
  

Session 3: Performance in Service Management  (download)

• COBIT -  Practical Approach to Information System Audit, Sasko Mickov, MK
• COBIT - How to make it Understandable for Students Audience, MK 
• Azure Services Platform – Microsoft Cloud Platform, Jovce Plastinovski, MK
• The need for trust: Building trustworthy IT, Ken Wendle, International/USA
  

To keep you up to date, we would like to present the most recent developments on the Agendas for the conference.  Please feel free to look at the latest Agenda for May 27—28, 2009

With less than a week, the conference topics have already attracted the interest of almost 100 representatives of the private businesses and government sector, from all the Balkan region. With such a participation we are expecting valuable discussions, excellent networking opportunities, as well as establishing of strong strategic partnerships for working together and implementation of IT service management standard.

For the ones that are still thinking about taking part in this conference we would like to inform you that the participation is free of charge.  We hope that this way we will encourage more participants to this conference.  In addition, we would like to remind all that the number of rooms at Hotel Metropol is limited so please register on time or contact ExploringMacedonia for travel guidance www.exploringmacedonia.org.

We hope to see you in Ohrid !

itSMF Macedonia