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.