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Simulation Sunday:
Sept. 26: 8am-5pm
Conference Hours:
Sept. 27: 8:45am-6:30pm
Sept. 28: 9am-6:30pm
Sept. 29: 9am-3:50pm
Registration Hours:
Sept. 26: 5pm-8pm
Sept. 27: 7am-6:30pm
Sept. 28: 8am-6:30pm
Sept. 29: 8am-3pm
Expo Hall Hours:
Sept. 27: 12pm-2:30pm
5:15pm-6:30pm
Sept. 28: 12pm-2:30pm
5:15pm-6:30pm
Sept. 29: 12pm-2pm
Post-Conference Training Classes:
Sept. 30: 8am-5pm
Oct. 1: 8am-5pm
Oct. 2: 8am-2pm
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Monday, September 27 - Agenda: Conference Day 1*
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For track descriptions, please click on the following:
Track 1: SOLVING BUSINESS PROBLEMS USING IT SERVICE MANAGEMENT
Track 2: STARTING AN ITSM PROGRAM AND KEEPING IT ROLLING
Track 3: TURNING ITSM THEORIES, STRATEGIES & TOOLS INTO REALITY
Track 4: BUILDING ITSM AWARENESS & SKILLS
Track 5: THE VALUE OF ITSM TO FEDERAL, STATE AND LOCAL GOVERNMENT AGENCIES
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| 7:00am-6:30pm |
Registration Hours
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| 8:45am-9:00am |
Conference Welcome and Introduction
Ron Nelson, itSMF USA Fall 2004 Conference Chairman
Ken Wendle, President, itSMF USA
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| 9:00am-9:50am |
Opening Keynote: ITSM: A Golden Opportunity for the Golden State
With the nation's largest IT budget, serving 34.5 million citizens and
supporting the fifth-largest economy in the world, one can imagine that IT Service Management is a high priority for California's State CIO J. Clark Kelso.
Clark's keynote will highlight ITSM efforts and ITIL® processes within many California agencies, including:
- Teale Data Center, which provides state residents with
transportation information, business licenses, automobile registration,
health care databases and more
- CalSTRS, the California State Teachers Retirement System, with more
than 724,000 members and more than $100 billion in investments
- DMV, the Department of Motor Vehicles, which handles 26 million vehicle registrations and approximately 20 million licensed drivers
Speaker:
J. Clark Kelso, CIO, State of California
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| 10:00am-10:50am |
Future Developments in ITIL® Service Management Processes - Track 1
You have 60 billion pounds sterling (100 billion US dollars) to spend over the
next fifteen years to refurbish and upgrade every secondary school in the UK. Of course, you are smart enough to know you have major investments to make in ICT and major headaches caused by thinking about the service delivery, supplier and contract management problems you will be facing. But that is why you have IT Service Management experts and the IT Infrastructure Library isn’t it? Of course being smart you suddenly wake up and realize that the best practice of today may well be out of date by tomorrow (never mind in 2019!). This session will provide an entertaining and thought provoking look at what the future holds for IT Service Management experts!
Speaker:
Peter Stanton-Ife, Director, Department of Education and Skills, Office of Government Commerce, UK
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| 10:00am-10:50am |
After the Launch: Maintaining Momentum - Track 2
This presentation will focus on efforts to increase the maturity level of ITIL®-based processes, specifically around Incident, Problem, and Change Management, at U.S. Bancorp. The speakers will give a brief overview of the implementation and tool consolidation, in partnership with Perot Systems, to lay the groundwork. They will discuss the people and organizational change that has occurred and is planned to keep momentum going after the project phase. The speakers will offer specific examples of how a governance process was implemented to prioritize enhancements, change policy, and drive ITIL® consistency.
Speakers:
Loy Allen, Leader of Global Infrastructure Services Consulting, Perot Systems
Kristopher Nelson, Manager of ServiceStar Administration, U.S. Bank
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| 10:00am-10:50am |
A New Era in Service Management - Track 3
Every computing era has been followed by a management era – a new approach to managing technology that meets the needs of a new computing architecture. Today's Internet-driven service-centric computing era is no exception. It demands a new management approach that focuses on helping companies address the challenges of managing systems that they don't own and that are constantly changing with billions of complex, interdependent technology components that make up modern products and services.
In response to service-centric computing, three emerging management disciplines are evolving: virtualization, IT governance, and self-managing technology.
This presentation will look at the challenges of the new management era, the three management disciplines that have been developed to address them and which one is right for any given circumstance.
Speaker:
Mike Maples, Jr., Co-founder and Chief Strategy Officer, Motive
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| 10:00am-10:50am |
The Convergence of Metadata and IT Service Management - Track 4
The configuration management database (CMDB) underlying ITSM process is a compelling concept. But would it surprise you to know you may already have had one in your enterprise for decades? Your company's metadata repository, often seen as merely a "data dictionary" providing "data about data," may also be a source of "technical metadata," largely overlapping with the scope of a CMDB. This session (based on the presenter's Masters research) will compare and contrast the metadata repository, CMDB, and other potential sources of structured IT information. Technical and organizational issues will be covered, and the potential for ERP-like solutions for IT will be addressed.
Speaker:
Charles Betz, Technical Consultant, Best Buy
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| 10:00am-10:50am |
Delivering Value to Upper Management at the State of Michigan - Track 5
A major challenge in ITIL implementation is sustaining management focus. To make a permanent change to the culture, we need to keep executives engaged and coming back for more. The upper echelons of state government have a critical need to understand the status of Incidents, Problems and Changes that impact critical business functions. When the governor calls, nothing is more valuable to our executive team than this information.
IT Process is an abstraction which organizes underlying work activities. The State of Michigan has implemented a further layer of abstraction, the Management Communication Layer, which synthesizes the process layer in language that is targeted directly at senior managers within our organization. Actionable information is delivered to key decision-makers continuously via the web and as a teleconference at the start of the business day.
Speaker:
Bob McDonough, IT Manager, Process Development and Support, State of Michigan
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| 11:00am-11:50am |
A Proven Case for Cost Savings Using ITIL - Track 1
This presentation will detail the method by which proven cost savings of 30% and more has been achieved within the Hewlett-Packard Co using ITIL. The information presented will include the project organization, objectives, management of change, training and implementation for a resulting successful ITIL compliant service delivery.
The materials will explain the methodology used, investments required, and the management practices to maintain current operations while instituting the fundamental changes required. The materials and process used to manage the change in personnel, processes and tools during the five month implementation.
Detailed cost comparisons of the before and after scenario for the ITIL based implementation will be presented. Tool selection and process leadership for tool configuration will also be disclosed.
This presentation will also explain how Hewlett-Packard Co. is leveraging this implementation for it’s globalization of HP services throughout the world.
William S. Bathgate, Director – HP Americas Region, Global Delivery, HP Managed Services
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| 11:00am-11:50am |
IT All Starts With the Basics - Track 2
IT must run itself more like a business, creating value for the core business daily, while facing Sarbannes-Oxley compliance, lower budgets, increasing costs and the need to keep systems operational and secure. It's both possible and practical, using the practices behind the Service Desk function, Incident Management, Problem Management, Change and Configuration Management and Release Management, pulled together through regular metrics, management's attention to the processes and teamwork. This session will present a real-life experience in the ITSM/ITIL® journey that has been kept alive for almost five years and is helping to take a company from "good to great."
Speaker:
Phyllis Drucker, Director of Consolidated Services, AutoNation
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| 11:00am-11:50am |
Service Level Management - Implementing an Operational Level Agreement - Track 3
Service Level Management is focused on customer Service Level Agreements and
their management. A critical supporting agreement is an Operational Level
Agreement (OLA). In general, the OLA is created between the Service Desk and
IT support partners and is crucial to establishing service levels and accountability. An OLA with internal support allows IT to determine what services it can provide and what consistency can be achieved for Service Level Agreements. The presenters will outline the building blocks of an effective OLA, how best to plan, implement, and follow up on agreed-to service levels, and what tool features and measures are needed to implement and monitor an OLA.
Speakers:
Jeanette McGillicuddy, Senior eService Consultant, ARC
David Mooers, Sr. Manager, Service Support, Autodesk
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| 11:00am-11:50am |
The Development of ITIL® and ITSM – The Short and Long Term - Track 4
Internationally the itSMF community has embraced ITIL® as the basis for IT Service Management (ITSM) best practice. ITIL®, like many other IT management frameworks, has evolved over many years, in this case as the result of hundreds of authors and the nurturing of the UK government as an independent non-proprietary design authority.
This session looks at the future of ITSM and the ITIL® framework. It proposes how the ITSM processes should evolve in the short term into an overall IT Process Model and how in the longer term, ITIL® can provide the foundations for a Unifying Management Framework where IT is integrated with business.
Speaker:
John Gibert, Independent Consultant
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| 11:00am-11:50am |
Service Desk and Incident Management - Not Just for the Big Boys! - Track 5
Microsoft, Boeing, Caterpillar, and State Farm Insurance are just a few of the large and very large organizations that have embraced ITSM. Here is a success story from an organization that in its entirety is not as big as these companies' IT departments. The City of Greenwood Village (total organizational size, 250, IT staff of five) in Colorado has been able to successfully apply the ITIL® concepts of the Service Desk and Incident Management that have made the big boys successful. This success shows that even with a Service Desk of one person, ITIL® can provide value to reaching IT and organizational goals.
Speaker:
Andy Atencio, Manager of IT, City of Greenwood Village, CO
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| 12:00pm-2:30pm |
Expo Hall Opens/Lunch on the Expo Floor
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| 2:30pm-3:20pm |
Merrill Lynch Framework: The Journey Continues - Track 1
At last year's ITSMF conference, attendees were introduced to the definition of the Merrill Lynch Framework, a combination of MSF, MOF, ITIL® and Merrill Lynch best practices. The framework was the first step in a long journey toward implementing a standard way of working across all technology groups at Merrill Lynch. In this session, Eric Fliegel and Carlos Garcia will describe the approach and progress toward making this framework a reality. They will also describe the history of how the Merrill Lynch Framework was created, the organization of the program and its initial deliverables.
Speaker:
Eric Fliegel, Director, Technology People & Process, Merrill Lynch
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| 2:30pm-3:20pm |
HDI's Process Guide for the Mature Support Center - Track 2
This year the Help Desk Institute (HDI) will publish an ITIL®-based process guide for mature support centers. The guide will cover ITIL® processes from the perspective of the support organization. It will be more prescriptive and will include process case studies. HDI views mature support center processes to include those performed by Help Desk and Service Desk per the ITIL® definitions, plus a few more. Additional processes such as knowledge management and workforce planning will be included. The speaker will present HDI's perspective on the implementation of ITIL® within the support organization.
Speaker:
Ron Muns, CEO and Founder, Help Desk Institute
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| 2:30pm-3:20pm |
Managing What Counts With the IT/Business Alignment Cycle - Track 3
Ensuring IT alignment with the business has traditionally been viewed as the CIO's job. However, CIOs often encounter alignment challenges that appear to be beyond IT management's ability to change. Attend this presentation to learn more about the IT/Business Alignment Cycle - an ongoing four-phase cycle (Plan, Model, Manage, Measure) that aligns the entire IT organization with the needs of the business. The presentation will share the results of an independent benchmark study of more than 225 IT organizations that assessed their level of maturity against the best practices in the four-phase cycle.
Speaker:
Kurt Milne, Sr. Manager, Strategic Marketing, Remedy
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| 2:30pm-3:20pm |
Capability Improvement Through People - Track 4
In dynamic business environments, organizations must continually develop and improve their capabilities to maintain competitiveness and growth. The returns from investments made in process frameworks and technologies depend on the capabilities of those who manage and exploit them. Long-term competitive advantage can be derived from the distinctive and dynamic capabilities of individuals within the organization. The ability of organizations to address new challenges and opportunities depends upon the opportunities its individuals have to acquire and apply new knowledge and skills. However, there are problems and constraints associated with organizational learning. This session discusses the approach developed by Carnegie Mellon University to address them.
Speaker:
Majid Iqbal, Project Scientist, Carnegie Mellon University
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| 2:30pm-3:20pm |
Understanding the Business Perspective - Track 5
Who are we doing all this IS work for? Sometimes it is too easy to forget that we are merely helping our customers do their jobs. The newest ITIL book will focus on why it is important to understand what the business does, and how they view things if the best possible service is to be delivered. This talk explores why that is, and why such a simple concept can be so hard in practice. This can be especially hard in the government environment where customer business activities can be harder to understand than in manufacturing companies. Nonetheless the topic is, at heart, universal and relevant to all.
Speaker:
Ivor Macfarlane, Independent Consultant/Trainer and itSMF International Executive Board member
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| 3:30pm-4:20pm |
Afternoon Keynote: Operational Excellence through Service Management
Microsoft Information Technology drives and delivers global IT services for Microsoft. The organization develops and maintains IT systems and solutions that enable employees throughout the world to realize their full potential. With services ranging from server and network operations to software deployment and end-user technical support, Microsoft IT delivers information technology solutions that ensure predictable and trustworthy services for customers, clients and partners. Achieving, maintaining, and measuring operational excellence is a top priority for Microsoft's CIO Ron Markezich.
Successful delivery of Microsoft IT's goals depends on great people, processes and technology. In Ron's keynote, he will highlight service management efforts within Microsoft IT and the benefits achieved as a result of adopting and implementing ITSM best practices and ITIL processes.
Ron Markezich, Chief Information Officer, Microsoft Corp.
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| 4:30pm-5:20pm |
PANEL: Using ITIL® in Business Strategies – Decisions That Bring Dollars to the Bottom Line - Track 1
This panel will address the following questions:
- Can ITIL® processes bring 'value' to the IT Organization - In Real Dollars?
- When is it good to 'outsource' IT Services and which Services?
- Why is 'Chargeback' not a 'big' hit in Business?
Co-moderators:
Brian Johnson, Director of Product Development, Pink Elephant
Silvia Prickel, Service Support Manager, Desktop Transformation, Pactiv
Panelists:
Ken Doughty, Chief Information Officer, TAB Limited
Terry Laber, Chief Information Officer & Managed Services Business Executive, Logicalis
Tom Reinsel, CEO, Pepperweed Consulting
Blair Wheeler, Co-Founder, Vice President, Marketing, Relicore, Inc.
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| 4:30pm-5:20pm |
Delivering Stability on Shifting Sand - Track 2
This session will illustrate how FAC improved service availability for FAST, a multi-billion dollar business critical application, in a climate of rapidly growing business volumes and increased demand for user enhancements. FAC needed to upgrade infrastructure components while simultaneously enhancing the application. Struggling to deliver better service stability, FAC turned to MOF best practices to formalize their development to operations lifecycle and better manage changes to the FAST environment. In this session, attendees will hear first hand about the journey from process assessment through successful implementation, and feel both the pleasure and the pain along the way to unprecedented FAST service availability levels.
Speakers:
Jeremy Hart, Change Manager, First American Corporation
Mark Sykes, Senior Consultant, Fox IT Ltd.
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| 4:30pm-5:20pm |
Methods for Improving Implemented Processes - Track 3
Process design and implementation is the first step in the journey to mature IT processes. The concern of IT professionals post-implementation becomes "how to keep the good work in place and how to improve it over time." To that end, Nationwide Insurance has taken three distinct approaches to monitoring and improving its installed processes. This session will discuss three proven process improvement approaches at Nationwide. Attendees will learn how Nationwide designed and implemented its improvement efforts and hear about the company's ongoing plans to "improve improvement."
Speaker:
Jack Probst, CPCU, Enterprise IT Process Officer, Nationwide Insurance
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| 4:30pm-5:20pm |
Deploying a Global IT Service Support Model - Track 4
Margo Fullilove was one of the first consultants in the U.S. to incorporate the "NEW ITIL®" practices in her engineering efforts with clients. In this workshop she will present a case study of a successful Global Service Desk implementation based on the newest ITIL®- and ITSM-defined processes. Attendees will learn how their organizations can start their own re-engineering effort to build an ITIL®-compliant Global Service Desk, leveraging optimized ITIL® Service Support processes, integrating key Service Delivery practices and using virtual organizational and sourcing concepts to improve customer support, quality and availability of IT service on a global scale.
Speaker:
Margo Fullilove, Solutions Director, Innovation & Quality, Siemens Business Services, Inc.
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| 4:30pm-5:20pm |
How Do You Measure Up? Comparing Six Sigma, ITIL® and ISO Standards - Track 5
In order to understand the effectiveness and quality of services delivery and it's important to develop and use appropriate measurements. The first step is to understand what you need to measure, and how. In this session, the speaker will explore the three primary IT services standards approaches: Six Sigma, ITIL® and ISO. He will explain each program in-depth and will guide participants through an interactive exercise designed to help choose the right approach for their organizations.
Speaker:
James Hoffman, Director, Program Support Services, Getronics
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| 5:20pm-6:30pm |
Expo Hall Opens/Networking Reception on the Expo Floor
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| 6:30pm-7:30pm |
Birds of a Feather Special Focus Groups
Birds of a Feather (BOF) sessions provide a gathering place and an informal discussion forum for those interested in the same issues and concepts. Each BOF session will have facilitators to keep the discussion moving and all sessions will take place concurrently. There are no formal presentations nor is there any audio/visual equipment. These sessions are for discussion purposes only.
Focus Group #1
ITSM: Living Large
Session purpose: Bring together large (IT spends greater than $250 million annually) organizations to discuss issues their size creates in implementing ITSM. To facilitate subsequent networking, each organization should be prepared to briefly state:
- what they have done or are doing in Service Management
- what tool(s) they use
- their greatest challenges in implementing, and
- how they have met, or plan to meet, the challenges.
Open discussion will follow, based upon the interest generated by the intro's.
Session facilitators:
Alan Abbott, Vice President and Process Owner for Inventory Management, Bank of America
Larry Allin, Vice President and Cross-process Data and Tool Requirements Manager, Bank of America
Focus Group #2
Scalability of ITSM and ITIL
Session purpose: This session will bring together organizations (both public and private sector) who think they might be too small to implement ITSM or ITIL best practices. The facilitators will work to generate discussion for bringing ITSM and ITIL into small to medium sized based on personal experience and success. Attendees should come prepared to discuss:
- Their organizations current techniques of managing (or not managing) customer services
- What they see as their primary IT services and customers
- Their organization's plans for ITSM and/or ITIL
- What they see as the major road blocks for moving to ITSM and/or ITIL
Session facilitators:
Andy Atencio, I&T Manager, City of Greenwood Village, CO (5 staff and $1.2M annual IT budget)
Michael F. Meuser, ITSM Consultant
Focus Group #3
Security, a Configuration Nightmare
- Classified data within the CMDB, what factors can render Configuration Management ineffective?
- What options does the Configuration Manager have when identifying the CIs?
- How can the dependant processes gain support in a Classified environment?
- What are the critical success factors and how are they stifled by the Classified CIs?
Session facilitators:
Darreck Lisle, CIO Process Service Management Corp supporting the United States Navy, current Configuration baseline of 340,000 seats.
Guta Basner, CEO Process Service Management Corp, leading ITIL implementations efforts Internationally both in the Civilian and Military sectors.
Focus Group #4
LIG Officers: What Works Well and What Doesn't
Session Purpose: Bring together Local Interest Group(LIG) Officers to discuss how to sustain/grow an itSMF LIG by sharing what's worked well for your LIG and what didn't. The discussion will focus on the activities and resources that have succeeded for LIGs as well as the challenges facing LIGs. All current LIG Officers are welcome to come and share in this informal exchange. Attendees should come prepared to discuss:
- What types of member activities have worked well for your LIG?
- What procedures have worked well for you in leading your LIG?
- What local and national resources have you found useful?
- What are the main challenges facing your LIG?
Come and join your fellow LIG Officers as they may have answers to the challenges you face!
Session facilitator:
Denis Esslinger, Senior Technologist, PPL
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| 8:00pm-12:00am |
itSMF Membership Appreciation Evening at GameWorks, sponsored by itSMF USA
Be our guests for the ultimate entertainment experience at  , just a short walk from the Long Beach Convention Center. The evening will include an appetizer buffet at JAX Grill and Patio, as well as 3 hours of unlimited game play on all 150 interactive and virtual games. Cocktails optional. Please come and meet, mingle, eat, party and play!
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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
Companies Beginning with N-Z
Peter Westerholm, Account Executive, pwesterholm@jupitermedia.com, (203) 662-2917
Registration questions please contact our Registration Department at registration@jupitermedia.com or 203-662-2857.
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