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