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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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Wednesday, September 29 - Agenda: Conference Day 3*
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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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| 8:00am-9:30am |
itSMF USA Membership Meeting
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| 8:00am-3:00pm |
Registration Hours
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| 9:30am-10:20am |
Keynote: Optionality - A New Business Frontier and a New Opportunity for ITSM
Factors influencing a business decision to move work to offshore or near-shore locations go beyond cost-savings. More important is the newest trend -- "optionality combined with smart-sourcing." This strategy, first conceived in financial institutions, entails creation of a flexible quilt of sourcing portfolios. Optionality can be defined as the selection of best-of-breed suppliers to execute partial delivery of an information network comprising applications, infrastructure and support functions.
Great opportunity exists for ITSM professionals to steer this trend within their own organizations. This keynote explains how ITSM needs to evolve to help IT organizations ensure the business needs for optionality are met.
Speaker:
Alan Nance, Executive Consultant, Agilita Consulting
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| 10:30am-11:20am |
Desktop Transformation Initiative: Case Study Part II - Track 1
Pactiv's Desktop Transformation Initiative was conceived in June 2002. Since then, the company has devoted significant time and resources to "re-engineering" desktop support and delivery processes using ITIL® as its foundation. By the end of 2003, annual IT expenses had been reduced by more than 10%, with another 10%-15% in annualized savings predicted for the future. 2003 was spent focused primarily on understanding the "As-Is" processes and developing the company's "To-Be" operation. The current year will focus on a complete re-alignment of IT functions, roles and responsibilities, thus further streamlining processes and eliminating redundancies.
Speaker:
Silvia Prickel, Service Support Manager, Desktop Transformation, Pactiv
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| 10:30am-11:20am |
Establishing Service Management Momentum - Track 2
In 2002, Microsoft’s Global Technology Services organization which primarily supports the infrastructure and data centers formally embarked on a course of ITIL/MOF based IT Service Management process improvement. Beginning with an Operations Assessment, the organization then initiated Service Improvement Projects and then followed up with another assessment in May of 2004. Mike Carlson – Sr. Director of Support Services and John Shinner Sr. Program Manager will discuss the approach that Microsoft has taken and the changes Microsoft’s IT implemented to sustain a culture of IT Service Management.
Speakers:
Mike Carlson, Sr. Director of Support Services, Microsoft IT
John Shinner, Sr. Program Manager, Microsoft IT
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| 10:30am-11:20am |
Breaking The Code - Effectively Enabling an IT Service Management Initiative - Track 3
This session focuses on the methodology and tools utilized to strategically assess the people, process, and technology components of IT service maturity within an organization. Baseline assessment goals, gap analysis techniques, competitive process and tool evaluations, executive sponsorship, and measuring implementation success will be reviewed.
Adopting the ITIL process framework to improve process design and maturity as well as prioritize gaps based on business goals will be discussed. Additionally, a case study regarding the implementation of an IT Service Management initiative will be highlighted that addressed multiple disciplines including: Service Desk, Configuration Management, Change Management, and Availability Management.
Speaker:
Christian Iantoni, Managing Partner, Five9 Technologies
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| 10:30am-11:20am |
Integrating Your IT Service Management Framework With Your Software Development Methodology - Track 4
IT does two things: Builds capability through technology and manages the delivery of capability through technology. In other words, IT manages projects and manages production. The Capability Maturity Model articulates best practices for managing development projects. And ITIL® articulates best practices for managing production. The issue, however, is doing both – and doing them together. This presentation will explore points of integration between the two frameworks, considerations for building an integrated approach, management of the resulting integrated framework, and issues and risks.
Speaker:
Michael McGaughey, Service Management Framework Architect, TXU
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| 10:30am-11:20am |
Challenges and Benefits of Implementing IT Service Management at a California State Agency - Track 5
This session will present an overview of how a California state agency attempted to implement the five control processes of Service Management Service Support: Configuration, Incident, Change, Release and Problem Management. Focus on where the agency started in the process of implementing ITIL service support; challenges faced during the process; and an analysis of the project today, almost two years later. Process improvement for implementing in a state agency and lessons learned will also be discussed.
Speaker:
Adriana Christopher, Senior Project Manager, Coastline Technology Consulting
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| 11:30am-12:20pm |
The Internal Outsourcer – Adapting to IT’s Changing Role - Track 1
There is a convergence of mega-trends in both business and technology that is forcing IT organizations to adapt to a totally new and critical role; that is, changing from being the sole provider of IT services to one of managing both the internal and external provision of IT services to the business customer. The Internal Outsourcer is a thoughtful examination of the trends impacting business and IT and provides a vision of the evolutionary path IT organization must take in order to survive.
Speaker:
David Nichols, Founder, MacKAY Management USA LLC
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| 11:30am-12:20pm |
Launching ITIL® in a High Growth Company: Tales From the Front Lines of eBay, Inc. - Track 2
eBay experienced tremendous growth in its early years. This growth wreaked havoc on the site, resulting in site stability issues. The culture spawned a hero mentality where "saving the day" was the norm. eBay chose ITIL® because it most closely fit the company's requirement of an IT-centric, process-focused, prescriptive improvement model. Through ITIL® eBay has steadily moved away from that mentality toward an environment in which surprises are the exception, rather than the norm. Using ITIL® has enabled the company to identify and categorize critical processes into a logical order so that it can focus resources on those issues most crucial, while still managing change throughout the rest of the environment.
Speakers:
Glenn Beeswanger, Director Planning Services and Control, eBay Operations
Tim Lee, Senior Process Engineer, eBay
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| 11:30am-12:20pm |
Implementing Problem Management for Procter & Gamble Global Applications – A Real Perspective - Track 3
Following ITIL® Problem Management methodologies looks simple, but in reality there's a lot of work involved in sustaining and improving services and achieving the anticipated benefits for the support organization and the business partners. In 2003, the P&G Global Applications group formed a project team, created and aligned on a team charter and defined design documents: Mission, Key Strategies, Objectives, Scope, Measures, Goals and Principles, Processes and Procedures. Early on, the focus was limited to three primary applications, all supported by distinctively different members of our combined teams. This session will highlight critical action steps for successful implementation, major challenges, results and benefits.
Speaker:
Judy M. Sanker, Systems Manager, Procter & Gamble Company
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| 11:30am-12:20pm |
PANEL: ITIL® and CoBIT, CMM, Six-Sigma, ERP, Value Chain, Service Lifecycle, Knowledge Management, Metadata Management: What do They Share? Why Should You Care - Track 4
Moderator:
Martin Erb, Sr. Resource Manager, Capital One
Panelists:
Charles Betz, Technical Consultant, Best Buy
Margo Fullilove, Solutions Director, Innovation & Quality, Siemens Business Services, Inc.
Charae Gabriel, Product Manager, Serena
Hank Marquis, Chief Technology Officer, Opticom
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| 11:30am-12:20pm |
Implementing a Virtual Service Desk: Lessons From the USDA - Track 5
While an increasing number of Federal-sector IT managers are becoming familiar with the ITIL framework, the real question is “How Do We Make This Work?” Under increasing external pressure, the USDA undertook a bold effort to restructure its service delivery organization, and the processes that support it.
This session discuss organizational and process changes, including the creation of a virtual service desk model spanning geographic and political boundaries in order to support a distributed workforce of 45,000+ employees nationwide. The discussion will emphasize challenges, lessons learned, and practical implementation advice from the front lines of one of the world’s largest government organizations.
Speakers:
Gary H. Glassman, Principal Consultant, Gefion, Inc.
Karen Shepherd, Principal Consultant, Gefion, Inc.
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| 12:00pm-2:00pm |
Expo Hall Opens/Lunch on the Expo Floor
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| 2:00pm-2:50pm |
ITIL® as a Tool in Mergers and Reorganizations - Track 1
Corporate mergers and reorganizations usually create difficult downstream effects in IT organizations. Integrating disparate or fragmented groups and processes is a major challenge and one that many IT leaders are not well-prepared to address. Many are beginning to turn to ITIL® as a model to help facilitate consolidations and reorganizations because of ITIL®'s completeness and neutrality. This session provides practical, experience-based guidance on how ITIL® can be leveraged in these situations.
Speaker:
Moira Stepchuk, Consultant, Fox IT
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| 2:00pm-2:50pm |
Rapidly Transforming the Decentralized Operations Team - Track 2
This session will discuss an ITIL® implementation in which ITIL® was just one tool in an overall program for organizational transformation. How do you transform a dispersed management team when there is a history of strong field autonomy? In addition, how do you get traction and obtain acceptance in the field if recent corporate-driven programs have failed. We will explain how these challenges were overcome in this case study and how significant buy-in was achieved nationwide within the first 30-60 days. This session will cover the larger change program, the strategy, and the tactics used. We will also discuss lessons learned and some operational results of the changed organizational culture and the beginnings of ITIL® institutionalization.
Speaker:
Kirk Holmes, President, Holmes and Associates, Inc.
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| 2:00pm-2:50pm |
Getting on the IT Service Management Bandwagon is Not as Scary as You Think - Track 3
Information technology is rapidly evolving and is a fundamental component in almost all business interactions. This evolution places tremendous pressure on IT to deliver services in a structured, cost-efficient, yet dynamic manner. As with most evolutions, it is critical to not constantly reinvent the wheel. This evolution has led to the emergence of IT Service Management to control the processes and to understand the costs and how they map to service levels. The speaker will discuss how his company implemented automated cost allocation and chargeback for distributed services. He also will review best practices for setting accurate service charges and discuss ways to implement an actual versus budgeted spending reporting.
Speakers:
Russell McGowan, Senior Manager, Client Relations, Enterprise Technology Solutions, TD Bank Financial Group
Robert Stroud, Senior Vice President, Strategic Alliances, Computer Associates
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| 2:00pm-2:50pm |
Increasing Business Value: The Six-Sigma ITIL® Advantage - Track 4
With seven years of ITIL® certification and as a 10-year veteran of Six Sigma, GE IT Solutions (GE ITS) continues to deliver quality-driven, measurable results to its customers. GE ITS's unique capability to integrate the rigor of Six Sigma into the ITIL® framework creates business value for its customers. This presentation will provide the audience with practical examples from GE ITS customer engagements, including:
- Customer business requirements
- Solution planning and design details
- ITIL® disciplines and Six Sigma tools applied
- Engagement findings, challenges and outcomes
- Engagement timelines and delivery details
- ROI results
Speakers:
Molly Bott, Enterprise Consultant, GE ITS
Jonathan Markworth, Enterprise Consultant, GE ITS
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| 2:00pm-2:50pm |
Preparing for the ‘Master’s’ - A Short Guide to Success - Track 5
Achieving success in the examinations leading to an award of the Manager’s Certificate in IT Service Management is a prize worth having. Yet despite all their hard effort, too many candidates fall just short of the required standard. Can this be avoided?
The answer is Yes!
Diane Colbeck and Ivor Evans have considerable experience of preparing candidates for the international IT Service Management examinations. They are both very well respected tutors and Ivor is an examiner of long standing. Let them share with you the hints and tips which benefited them in their own quest for certification and which they have now refined to help candidates gain those few extra points that make all the difference.
Speakers:
Ivor M Evans, Diane Colbeck, StAY Technologies Inc.
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| 3:00pm-3:50pm |
Closing Address: The itSMF - Architecting the Future
The itSMF is hard at work at the national and international level in helping with the evolution of ITIL and the development and promotion of ITSM Best Practices. Join Aidan and Ken for the most recent developments, a fitting wrap up to the conference to send you on your way with confidence.
Aidan Lawes, CEO, itSMF UK & International
Ken Wendle, President, itSMF USA
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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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