Wednesday, December 19, 2018

Pre-Conference Workshop on SIAM: 10/02, ΟΤΕΑcademy (17.00 - 19.30)
Room Σ220
ITSM Conference: 11/02,
Maroussi Plaza

Andrea Kis

Expert on SIAM & Senior Consultant, ISG Information Services Group

Andrea Kis
Andrea Kis

An ITIL, Prince2 and Green IT qualified Senior Consultant with a strong practical background and passion for Service Integration and Management, Business Relationship Management, Service Desks and people side of IT. In Andrea’s own words she is a practitioner of best practices with a chameleon like skill of being able to adapt to and understand a wide variety of customers and clients.

Andrea started her IT career in 2002 working in a multilingual IT help desk in Budapest, Hungary from where her journey to Service Management began. Andrea has worked in different industries in internal and outsourced roles working with the likes of TCS, EDS, BBC, Deutsche Bank and Macmillan Cancer Support. She is employed by ISG (Information Service Group) specialising in SIAM (Service Management and Integration). She is an active speaker in the UK and globally, as well as a contributor in various industry magazines and blogs.

The Presentation:
Lost in Translation: The importance of relationship management and communication in SIAM

IT services depend on people, process and technology, but most improvements are targeted at processes and technology. This presentation will show you can drive improvements by focusing on people. The session will present stories about how real IT people have interacted with their customers. The title is based on a very senior technical person at a major IT company who really did say “I don’t do people” in response to a question about how a situation had come about.

Through these stories I will help participants identify behaviors they want to encourage, and others that need to change. I will describe things that can be done to help participants change attitudes, behavior and culture in their own organizations. These can lead to significant changes in how organizations interact with their customers, and how their customers perceive them. This presentation will be of interest to supervisory and management staff throughout IT, and to anyone who wants to improve customer experience in their own organization.


Stuart Rance Stuart is a consultant, trainer and author with an international reputation as an expert in IT service management and information security management.
Catalin Niculae Experienced in hardware, infrastructure, and software and recently involved with IT entrepreneurship, Catalin is now leading the latest most technologically advanced outsourcing software development projects in niche technologies.
Andrea Kis An ITIL, Prince2 and Green IT qualified Senior Consultant with a strong practical background and passion for Service Integration and Management, Business Relationship Management, Service Desks and people side of IT.
Tassos Alefantos Tassos Alefantos is a high calibre Management Executive with 20-years of international experience in the areas of Information Technology, Telecommunications and Airport Operations. Results-driven and customer-focused, Tassos possesses unique experience in shaping strategic direction, transforming IT from cost centre to profit centre and has strong relationship management capability and proven commercial acumen.
Robert Goglis An IT professional throughout his career, Mr. Goglis has progressed from the technical to the managerial domain, where he has accumulated extensive experience in the areas of GRC (Governance-Risk-Compliance), IT Service Management, Information Security, IT Audit, Business Continuity and Process Design/Re-engineering.
George Demetriades Mr. George Demetriades is a seasoned IT professional with a 25 year long work experience, out of which, he has spent 19 years in higher Managerial positions (Information Systems Manager, Operations Director, General Manager for Information Systems, CIO etc. ), reporting either to Chief Executive Officers or Chief Operating Officers, depending on the role he possessed in the different Organizations where he was employed.
Nikos Lymperopoulos Mr. Lymperopoulos is the Head of the Group IT Governance at Eurobank, responsible for IT Strategy and Policies, Demand Management and Internal Relationship Management.
Krikor Maroukian Krikor Maroukian as a Sr IT Service Management Consultant at Microsoft Hellas for Central & Eastern Europe is specialized in the analysis of IT architectures, the design of targeted ITSM practices and the adoption of these by organizations. In the past he has been Project Manager at Printec Group based in Athens, Greece.
Paris Bayias Paris Bayias currently holds the position of the Organizational Development Manager at the Athens Exchange Group. He is experienced at a senior level as IT & business consultant, specialized in the areas of project management, operations management and strategic management.
George Papoulias George Papoulias is holding the position of the IT Governance Professional & Senior Project Manager in the IT Governance Division of National Bank Group and acts as the liaison between IT Governance and the Bank’s Internal Audit, Risk Management, Compliance Division and SOX Unit. Has more than 23 years of Governance, Risk, Compliance, Program/Project Management, and Software Engineering experience.
Constantinos Sofianos Constantinos Sofianos started his career in IT in 2002 in Germany. Konstantinos joined Microsoft in 2007 and after transitioning several roles, he is now a Senior Technical Account Manager orchestrating the delivery of Microsoft Premier Services to Microsoft enterprise customers.
Dimitris Stasinopoulos Dimitris Stasinopoulos, IT Governance Senior Consultant of PRIORITY since 2008, has extensive experience in Information Technology System management according to ISO 20000, being an a Senior Consultant in some of the most important projects of PRIORITY SA.
Christos Fousteris Christos Fousteris is the Director of the Quality Assurance & Global Customer Support department of INTRALOT-one of the world’s leading gaming companies, shaping technological and operational developments in the industry. INTRALOT is also the largest Greek multinational Company, with large-scale system installations in ~60 regulated Lottery organizations worldwide.
Greg Hilakos Greg Hilakos is the Product Development Director of Cententia. He brings over 20 years of experience in leading IT teams into success, from conceptualizing and designing to the actual implementation of challenging business projects, including Aatlassian’s industry-leading solutions.

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