Informations- und Netzwerk-Event. 
Das Programm:

Türöffnung und Welcome-Kaffee

Sponsored Coffee and Partner Video Presentations

Eröffnung: Martin Andenmatten, Präsident SMFS & Chairman Glenfis AG

Keynote  

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A Statistician’s Holistic View on Making Data & Analytics Work in Service Organisations — Foundations First

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Modern service organisations run on trust. Services create value only when they are trusted by customers, users and stakeholders. Data & Analytics must earn that trust every day through consistent trustworthiness in service delivery and decision-making.

The real risk is not technological failure, but the illusion of organisational readiness. The challenge is not building models but embedding Data & Analytics into end-to-end service value streams and operational processes.
Service automation does not start with technology, but with analytics-ready data, clear purpose and well-governed processes. Without these foundations, automation amplifies poor quality and erodes trust.

From a statistician’s holistic perspective, analytics combines statistics, data science and AI in a structured, purpose-driven problem-solving process. It must be anchored in real service contexts, where value is co-created and people act as both producers and consumers of data.

Governance grounded in common language, shared values, guiding principles and federated responsibility connects strategy with execution, aligning roles across service and delivery teams.

In service organisations, Data & Analytics work not because we deploy them, but because we have built the foundations that make trust justified — in every service, every process and every decision.
 

Prof. Dr. ès sc. Diego Kuonen, CStat PStat, PhD EPFL
CEO & CAO, Statoo Consulting; Professor of Data Science, University of Geneva​​

Fachbeitrag

SIAM – The strategic operating model for a connected, automated, multi provider world.

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Michelle Major-Goldsmith, Director – Service Integration & Systems kinetic IT

Kaffeepause 40 min
Vernetzung in den Ausstellungsbereichen und Networking-Sessions

Fachbeitrag 

Leveraging ITIL for True Transformation, Strategically

• How strategy development and implementation works in complex environments

• How to steer transformations that need to run in parallel to organisation's BAU

• How to leverage various patterns to find the best-fitting approaches at any organisational level

• How to ensure that the people side of change does not remain an afterthought

• How ITIL (Version 5) supports the AI-enabled enterprise

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Kaimar Karu, MindBridge & ITIL Lead Author

Fachbeitrag

Bridging it all together to achieve success through services…

There are some many different sources of advice, best practice, standards, models, frameworks, tools and ways of working now available for service management – not to mention the daily outpouring of content on LinkedIN. Context is often the key elements that is needed to make sense of it all – what does this mean for me? How should our team and organisation use this new shiny tool or updated standard?

It takes experience and perspective to navigate a practical and effective path through the torrent of advice available. Should we go full on for AI? What does the new ITIL (version 5) give us? How can we improve our relationship with our users and customers? Should we use experience management and DEX tools? How can I improve as a manager and lead my team to success? Do we still need a Service Desk? What should/shouldn’t we outsource? How will our jobs change? – all of these questions don’t get easier…

This presentation provides an up-to-date view of the current industry and marketplace, with clear advice and guidance on how achieve success - to stay relevant and also to be practical and effective..

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Barcley Rae, Consultant, author, MD, Co-Author ITIL