Rony Plevnik

HDI Certified Instructor and ITIL Trainer since 2007. Specialized and experienced in Service Management (people, processes, methods, skills) and Operations (Customer Support, Help Desks, Service Desks, Desktop Support,...).

As a speaker, trainer and consultant he delivered many successful conference sessions, trainings and projects in EMEA region (Help Desk Institute, Pink Elephant, ITPreneurs).

 

During all of professional career, he was managing Customers Service, Service Support and Service Delivery organizations. That includes managing different support teams and departments at different levels of support, Application Service Provision and various project management teams and departments.

 

Rony Plevnik was highly involved in Central Government to Government/Citizens Service Desk establishment, evolution and management for Slovenian Government and lots of various service management and improvement projects.

 

Lately, he was taking part in a very successful EuroBasket 2013 project in an IT Director’s role.

 

Rony’s professional career started in mid 90’s, after he finished his first University study. He soon became a Desktop Support Manager in one of the largest Slovenian IT companies. Immediately he was responsible for numerous amounts of users, systems and services in a Slovenian biggest IT environment – public sector. Due to his successful management, he was often asked to switch positions and therefore managed various support groups and teams in different environments.
During that period, Rony attended various trainings on every aspect of services support and delivery, customers support and management itself. 
He was soon invited to Pink Elephant premises in UK and immediately become their certified instructor. Almost at the same time a HDI’s Eastern Europe partner has approached to him with the same proposal in the HelpDesk area.
What started as a hobby soon become Rony’s biggest professional passion. He delivered approximately 15 courses per year in various countries in the region (Slovenia, Croatia, Montenegro,…). This lasted for some 4 years, until the ITIL hype started to slow down and the recession in Europe begun. Altogether, Rony has delivered around 50 various courses, both from ITSM/ITIL and HDI portfolio (from ITIL V2 to V3, from Foundation to Management level; all HDI courses). 
Besides delivering official courses, Rony has also prepared and delivered around 50 custom built ITSM courses – courses especially tailored to suit particular larger customers and their environments, spoken at several IT events and published public ITSM articles.

 

In 2014, Rony contracted to ITpreneurs and delivered 5 various HDI courses in KSA and Sultanate of Oman.
He is also a founding member of itSMF Slovenia.
Besides training delivery, Rony was involved in various ITSM / ITIL adoption programmes and projects as a consultant or project manager.
His areas of expertise are:
IT Service Management, Project Management and Consultancy
Visioning, Cultural Assessment, Training, Coaching, Mentoring, Career Plans, Team and Project Management, Customer Service, Partner and Vendor Management.
Process implementation, assessment and improvement. Establishment and initiation of Service Improvement Programmes. ITSM Tool Selection Process. Process documentation.
Management of Products and Services across their lifecycles.
Service Level Agreements, Supplier Contracts, Service Level Management.
From 2015, Rony works as a Business Solutions Director at Unistar, responsible for ITSM, BA, Customer Centre, Development and Security Departments.

 

Rony offers an unique combination of Training, Consulting and Management skills, suitable for any ITSM project, regardless of its scope.

VEČ INFORMACIJ O PROGRAMIH
ITIL® Awareness
Tečaj Awareness traja pol dneva in učencem zagotavlja edinstveno priložnost, da spoznajo osnovne koncepte ITIL in ITSM. Zagotavlja grobi pregled priporočil ITIL dobre prakse vključno z glavnimi ITIL procesi.
ITIL® Foundation
Razburljiv in dinamičen 3-dnevni tečaj, v celoti posodobljen za ITIL 2011, ki kandidate uvaja v življenjski cikel upravljanja IT storitev in poslovnih pričakovanj. Privlačen tečaj vsebuje študije primerov, ki temeljijo na učenju osnovnih principov najboljše prakse ITIL. Po končanem tečaju sledi izpit (ni vključen v ceno), ki je potreben za prihodnja ITIL usposabljanja.
ITIL® Practitioner
Tečaj ITIL Practitioner ponuja praktične napotke v zvezi uvajanjem in prilagajanjem ITIL procesov v organizacijo. ITIL Practitioner tečaj je primeren za vse kandidate, ki so že opravili osnovni certifikat in so jim poznani odgovori na vprašanja "Kaj" in "Zakaj" ravno ITIL. ITIL Practitioner tečaj se osredotoča na to, "Kako" te stvari izvesti.
HDI® Customer Service Representative
Predstavniki vašega podjetja so v interakciji z vašimi strankami vsak dan. Ali imajo znanje za ustvarjanje prvorazrednih izkušenj s kupci? Vsebina tečaja naslavlja spretnosti in tehnike, ki so potrebni za zagotavljanje izjemnih storitev in podpore za vaše stranke in končne uporabnike.
HDI® Desktop Support Manager
Pojem namizne podpore vključuje več kot le podporo namiznih računalniških sistemov. Vključuje celovito storitev zagotavljanja podpore uporabnikom namiznih sistemov (prenosniki, računalniki, tiskalniki in ostala oprema) s poudarkom na kvalitetnem izvajanju vsakodnevnih opravil. Celoten tečaj je usmerjen na vodenje izvajanja operativnih aktivnosti podpore, ki so taktično usklajene s poslovnimi potrebami strank in zahtevami uporabnikov namiznih storitev.
HDI® Desktop Support Technician
Tehnik oz. strokovnjak za podporo namiznih sistemov večino dneva preživi na obisku pri strankah, na njihovih delovnih postajah ali domačih pisarnah ter tako zagotavlja tehnično podporo za številne sisteme in storitve.
HDI® Support Center Analyst
Strokovnjaki Help Deska in podpornega centra zagotavljajo operativno podporo in delujejo kot primarni stik s strankami. Pomembno je, da Service desk strokovnjaki zagotavljajo najvišjo kakovost pri skrbi za stranke in njihove zahteve pri vsaki interakciji.
HDI® Support Center Manager
Menedžerji podpornega centra so odgovorni za izvajanje operativnih in taktičnih načrtov organizacije za podporo, medtem ko skrbijo za zadovoljstvo strank in njihovih poslovnih potreb.

Usposabljanje HDI Support Center Manager (HDI-SCM) pokaže, kako strategija podpornega centra poganja vse kar center podpira:
storitev zagotavljanja operativne podpore za infrastrukture, poslovne procese, upravljanje delovne sile in trženje podpornega centra.

Zasnovan je za nove in izkušene kadre podpornih centrov.
HDI® Support Center Team Lead
Ekipa podpornega centra služi kot komunikacijska vez med podporno skupnostjo in stranko in je nemalokrat enotna vstopna točka za vse njene zahteve.

Usposabljanje HDI Support Center Team Lead (HDI-SCTL) je namenjeno temu, da se udeleženci naučijo, kako zagotavljati izjemno podporo strankam, spodbujati proces izboljšav, trenirati za uspeh in prevzemati odgovornost za operativne dejavnosti iz dneva v dan znotraj ekipe. Ta tečaj je namenjen zaposlenim, ki morajo razviti temeljne upravljavske in vodstvene sposobnosti za vodenje take ekipe.