Internal/External Service providers: The Business Value of IT Service Management Effective measurement of the business value of IT Service Management is critical to realizing savings from the internal delivery of services, and from there to the use of external providers. External service providers, and outsourcers, should be measured within the same frameworks used for internal teams and projects.
Speaker: Bruce Grant, Founder, PrimeSourcing Advisors
11:00am-12:00pm
Expo Hall Opens
12:00pm-1:00pm
Lunch on the Expo Floor
1:00pm-1:30pm
Dessert on the Expo Floor
1:30pm-2:20pm
Establishing the Value of IT: How IT Value Management Helps Establish Business & IT Alignment Every IT organization faces both internal and external pressure to contain cost while providing quality IT services. The structured approach of IT Value Management provides an IT organization with the methods to establish the costs of IT services and a framework based on activity based cost management (AB/M) to objectively report and manage the quality of those services.
Speaker: Bill Flemming, Senior ITVM Solutions Strategist, SAS
2:00pm
Expo Hall Closes
2:30pm-3:20pm
Selling ITIL into the Organization: It’s a Process What is the key to selling ITIL into your organization? ITIL itself.
To achieve a truly integrated buy-in, remember it is a process. Educate upper management. Include the nay-sayers up front in the decision-making process. Set up OLAs, develop a rollout plan and establish ways to measure your success. Execute an ongoing plan of training and assessments.
At pre-set times, come back to management with reports and reviews. Measure the effectiveness of the rollout. What recommendations from the assessment(s) have been implemented? What cost savings have been achieved? How well does the “buy-in” stick? How can you measure ROI? Remember, it’s all sales and it’s all a process.
Speaker: Angelica King, Process Owner, Cargill, Incorporated
3:30pm-4:20pm
CLOSING KEYNOTE: Introducing IT Service Management in the World’s Largest Software Company Introducing IT service management in the world’s largest software company is an interesting challenge. First, we use IT in many different ways, from running the business (we have one of the largest SAP systems in the world), to delivering external services (we have the largest set of websites in the world) to being part of the process of developing new software (we “dogfood” everything before release). Rick Devenuti, CIO of Microsoft Corporation will describe the challenges facing IT in Microsoft, how the concepts of service management were first introduced and how they have spread throughout the company. (Rick is one of the two executive sponsors of the Microsoft Solutions for Management which show how to implement and automate ITIL best practices on Microsoft products.)
Speaker: Rick Devenuti, CIO and Corp VP, Microsoft
PANEL: How Does One Measure Success? Providing guidelines on establishing “success” criteria prior to embarking on the improvement project, then how to measure.
Moderator: Track 2 Chairperson - Beverly Wileman-Pratt, Executive Business Services International Panelists: Kevin L. McLaughlin, Service Manager of Global Directory Services, Procter & Gamble Co. Boris Pevzner, Chief Strategist and Co-founder, Centrata Silvia Prickel, Desktop Transformation Project Manager, Pactiv
11:00am-12:00pm
Expo Hall Opens
12:00pm-1:00pm
Lunch on the Expo Floor
1:00pm-1:30pm
Dessert on the Expo Floor
1:30pm-2:20pm
Case Study: Desktop Transformation Initiative The Pactiv Desktop Transformation Program was established in June 2002.
Since then, Pactiv has devoted significant time and resources to
"re-engineering" desktop support and delivery processes to lower Total
Cost of Ownership.By the end of 2004, the company expects to realize a 3 to 1 return on
investment. It is through people, processes, and tools that Pactiv is
building a desktop support and delivery organization that is highly
effective and efficient. ITIL practices will shape processes, competency
management programs will develop our people, and tools will help to
streamline operations for asset management and centralized desktop
control.
Speaker: Silvia Prickel, Desktop Transformation Project Manager, Pactiv
2:00pm
Expo Hall Closes
2:30pm-3:20pm
That Dang Product Implementation Team! An Operations Perspective From engineering and development during product implementation to a full and developed service -- how is this transition made? In many cases, the initial IT resources design, implement and support a product during its initial life cycle without applying ITIL Service Management processes. But there comes a time when the product has to be turned into a fully operational service, and this can be a tough transition to make. By the time Service Management resources get involved, the initial IT resources are burned out, and since ITIL processes have not been followed, the business and internal suppliers are starting to complain. This session covers how to address those concerns.
Speaker: Kevin L. McLaughlin, Service Manager of Global Directory Services, Procter & Gamble Co.
3:30pm-4:20pm
CLOSING KEYNOTE: Introducing IT Service Management in the World’s Largest Software Company Introducing IT service management in the world’s largest software company is an interesting challenge. First, we use IT in many different ways, from running the business (we have one of the largest SAP systems in the world), to delivering external services (we have the largest set of websites in the world) to being part of the process of developing new software (we “dogfood” everything before release). Rick Devenuti, CIO of Microsoft Corporation will describe the challenges facing IT in Microsoft, how the concepts of service management were first introduced and how they have spread throughout the company. (Rick is one of the two executive sponsors of the Microsoft Solutions for Management which show how to implement and automate ITIL best practices on Microsoft products.)
Speaker: Rick Devenuti, CIO and Corp VP, Microsoft
HP IT Service Management Transformation A summary, in the form of a customer experience, of how the HP Managed Services Organization is transforming its delivery model from a combination of 4 discrete pre-merger HP and Compaq organizations with all of their own services, processes, infrastructure, and tools, specific to the area of IT workflow management, to a standard solution based on the ITSM model and the Openview Service Desk product suite.
Speaker: Scott Watson, Technical Architect, HP Managed Services
11:00am-12:00pm
Expo Hall Opens
12:00pm-1:00pm
Lunch on the Expo Floor
1:00pm-1:30pm
Dessert on the Expo Floor
1:30pm-2:20pm
Service Desk: A Grass Roots Approach to Leveraging ITIL This presentation will highlight how the ISD Help Center at PPL
uses ITIL to make incremental improvements in its service desk without the
overall IT department’s commitment to ITIL. It will focus on a number of ITIL Service Desk best practices that were implemented even though most of the department was not familiar with ITIL.
Speaker: Denis Esslinger, ISD Help Center Supervisor, PPL Corp.
2:00pm
Expo Hall Closes
2:30pm-3:20pm
Good, Fast or Cheap – Pick All Three for Success In the mid-90’s, a large, highly successful U.S. medical services organization was poised to undertake an 18-month $88 million initiative that would nearly double its physical size as it expanded to over 900 outpatient clinics and 56 billing offices. Recognizing that “time to implement” was essential in meeting these aggressive goals, the internal IT organization geared up by implementing the ITIL Service Support processes of Incident, Problem, Change, Configuration, and Release Management. As a result, IT successfully supported both the growth and the transition period – while moving from a private network with 31 datacenters to a Frame Relay network with two high-availability clusters.
Speaker: Janet Kuhn, Co-Founder, MacKAY Management USA LLC
3:30pm-4:20pm
CLOSING KEYNOTE: Introducing IT Service Management in the World’s Largest Software Company Introducing IT service management in the world’s largest software company is an interesting challenge. First, we use IT in many different ways, from running the business (we have one of the largest SAP systems in the world), to delivering external services (we have the largest set of websites in the world) to being part of the process of developing new software (we “dogfood” everything before release). Rick Devenuti, CIO of Microsoft Corporation will describe the challenges facing IT in Microsoft, how the concepts of service management were first introduced and how they have spread throughout the company. (Rick is one of the two executive sponsors of the Microsoft Solutions for Management which show how to implement and automate ITIL best practices on Microsoft products.)
Speaker: Rick Devenuti, CIO and Corp VP, Microsoft
Instant ITIL You say you just don't have time for a 3-day class...but your boss wants you up to speed? Pronto!! No problem. This is a roller coaster ride over the material covered in Day 1 of an ITIL Essentials class. This rapid-fire, wise-cracking, no-punches-pulled rendition will leave you gasping for breath with cramps in your note-taking hand. We call it drinking from the fire hose. More information than you can possibly absorb. Hold on tight! Service Support processes will never be the same.
Speaker: George Spalding, Executive Consultant, Pink Elephant
11:00am-12:00pm
Expo Hall Opens
12:00pm-1:00pm
Lunch on the Expo Floor
1:00pm-1:30pm
Dessert on the Expo Floor
1:30pm-2:20pm
Using Problem Management to Improve Service Reliability and Deliver Cost Savings This session will present an overview of how Problem Management is used in Procter & Gamble. The presenter will focus on Problem Management’s applications and benefits, tools and methodologies used, as well as how it brings reliability and business cost savings. It also will explore the roles and responsibilities of Problem Management, its relation to other ITIL processes, and documentation in ITIL. Finally, the session will look at the future development of Problem Management.
Speaker: Eujin Ho, P&G Global Problem Management Process owner
2:00pm
Expo Hall Closes
2:30pm-3:20pm
CSME: U.S.-Based ITIL Examination Agent The Council for Service Management Education (CSME) has been established as an authorized examination agent for all ITIL certifications for US based companies’ domestic and international IT professionals. The CSME will be primarily supported by volunteers that are ITIL certified and desiring to promote the benefits of ITIL within the US. CSME will also review and approve accredited ITIL training organizations to further support the growth of ITIL within the US.
Speaker: Ian W. Daykin, Managing Director, CSME
3:30pm-4:20pm
CLOSING KEYNOTE: Introducing IT Service Management in the World’s Largest Software Company Introducing IT service management in the world’s largest software company is an interesting challenge. First, we use IT in many different ways, from running the business (we have one of the largest SAP systems in the world), to delivering external services (we have the largest set of websites in the world) to being part of the process of developing new software (we “dogfood” everything before release). Rick Devenuti, CIO of Microsoft Corporation will describe the challenges facing IT in Microsoft, how the concepts of service management were first introduced and how they have spread throughout the company. (Rick is one of the two executive sponsors of the Microsoft Solutions for Management which show how to implement and automate ITIL best practices on Microsoft products.)
Speaker: Rick Devenuti, CIO and Corp VP, Microsoft
* This agenda subject to change
Sponsorship/Exhibitor Inquiries: To learn about the integrated marketing sponsorship and exhibitor programs available, please contact:
Companies Beginning with A-M
Elaine Mershon, Director of Sales, emershon@jupitermedia.com, (508) 533-4995
