On 5-6 May 2014, with the support of PosAm, the 8th international conference itSMF Slovensko 2014 took place in Bratislava with the motto “Nothing is as it seems”. The aim of the conference was to show that for the successful survival of IT and the business, mutual co-operation of both parties is required. The conference was attended by more than 100 IT experts, not just from Slovakia, but also the Czech Republic, Austria, Poland, the Netherlands and Great Britain.
Among the expect lecturers was Michal Bróska, Director of Product Management Division at PosAm, who in a joint presentation with a representative of Slovak Telekom spoke about flexible cloud service delivery models.
In addition, PosAm was in the running for title of ITSM project of 2013 and made it among the finalists with implementation of the solution IT Service desk in Energochemica Trading.
The nominated project was focused on consolidation of IT support and Service desks. Raising the effectiveness of provided ICT services, the adoption of SPOC, automation of Service desk processes, optimisation of Incident management and Request fulfilments processes and implementation of the processes Service level, Service catalogue and Configuration management, all meant significant positive modifications for customers. The time from receipt to fulfilment of requests was shortened by a third, with 96% of requests being resolved as part of the agreed SLA, the productivity of IT support in resolving requests also increased by 20 %, the evaluation of customer satisfaction and service quality was also introduced. The immeasurable but far from negligible benefits included the restructuring and cataloguing of ICT services, elimination of downtime and undocumented work, reduced administration and errors, clearer and better communication between the Service desk and internal customers. You can find out more about the project on the PosAm website