The 7 Immutable Laws of IT Service Management: A Practical Approach to ITIL®
IT has dramatically affected how organizations utilize, organize and leverage information in the modern workplace. But with today's emerging technologies come challenges and questions that organizations and their IT departments face each day. How can I best prepare for frequent changes in technology? What are the best methods to keep control of rising IT costs? How can I use technology to improve my level of service? How can I maximize my IT investment? The answers to these complex questions are in the implementation of ITIL®.
ITIL® can be beneficial but the implementation can seem overwhelming. This session will discuss a simplified and practical approach to ITIL® that can deliver quick and sustainable value. Speaker: Michael McCarthy, Director of Strategy for IBM Tivoli Software, IBM Corporation
8:30am-9:45am
Conference Welcome and Opening Keynote
IT Service Management Improves the Value of IT to the Business
John Heller, VP and CIO of Caterpillar Inc., will describe the benefits that Caterpillar has received as a result of IT focusing on service. He will relate the changing business view of IT as an enabler of better quality, increased performance and achievement of Cat's critical success factors. Heller will speak to the importance of common processes in responding to regulatory legislation such as Sarbanes-Oxley. He will describe the key role of IT Service Management in getting the global IT community to respond to the business process partners and customers in "one voice, one IT." Heller will identify opportunities for expanding use of IT Service Management to improve end-to-end delivery of service and the use of Service Management processes in non-IT business areas. Finally, he will address the need for IT Service Management disciplines in assessing the appropriate sourcing of a component or service within the IT organization. Speaker: John Heller, Vice President and CIO, Caterpillar
10:00am-10:50am
Sanofi-Aventis: From Silos to Service Management - Track 1 This session will present a case study on how ITIL® process modules were "operationalized" into a cohesive integrated IT enterprise solution. Find out how an enterprise took the concept of ITIL® from the drawing board to implementation. Learn what worked best and what would be done differently in the future. The presenter will discuss how to prioritize modules, get some quick wins and continuously demonstrate business value along the project lifecycle. Attendees will learn why it's important to take a staged approach and not to over-commit or overstate your objectives. Most importantly, this case study will illustrate how to integrate processes into one seamless service management.
Speakers: Lawrence Kaufman, Global Systems Management/Process Engine, Cisco Systems Vincent Nicotra, Head of Process Engineering - Optimization, Sanofi-Aventis
10:00am-10:50am
Building the Service Chain: Back to the Future - Track 2 This presentation will discuss how developing a service chain and instilling the concept of value chains within your organization can create a direct link between your technology areas and the customer. It will include a case study showing a real-life example of a service chain developed at a company and how Service Management processes and tools empowered each "link" in the chain to develop and manage their service while keeping the business in their line of sight. Topics also will include using measurements to manage your link in the chain, based upon your placement in the chain -- Business Service vs. Operational Service.
Speakers: Penny McCoy, Business Analyst, State Farm Insurance Andy Lim, Managing Partner, NetSource Partners
10:00am-10:50am
Process, People & Technology: Liberty Mutual IT's BPI Success Story - Track 3 "Faster, Better, Cheaper" is the mantra upon which all customer-focused companies and organizations strive to deliver. This presentation will focus on how the ITIL® service management framework was applied across Liberty Mutual IT to increase service quality and enhance the value of IT to the business, thus realizing the customer mantra. Discussion will focus on how issues were identified, what metrics were developed and how processes were altered, with the application of lean Six Sigma techniques, to run IT like a business. The speaker will discuss IT as a process enabler and how to reach your goals by focusing on process, people and technology.
Speaker: Stephen Wrenn, AVP, IT Service Management, Liberty Mutual Insurance
10:00am-10:50am
IT Governance: Where IT and Business Meet - Track 4 While there should be not such thing as IT governance -- IT just being part and parcel of enterprise governance -- enterprises are struggling with how to govern IT and the approaches and frameworks needed to do so. This presentation starts from the need to focus on IT-enabled business initiatives, their lifecycle from concept to benefit realization and the activities to achieve business value from:
program portfolio management delivering business benefits to
project portfolio management delivering enterprise capabilities to
service portfolio management delivering business services.
ITIL® has focused on the latter and is expanding its horizon; CobiT is focused on all three and more. The speaker will cover the positioning of IT governance, the overall structure of CobiT and high-level relation to other standards; and how it supports the IT governance domains of strategic alignment, value delivery, resource management, risk management and performance measurement in delivering risk-adjusted value and compliance assurance.
Speaker: Dan Casciano, CISA, Chairman of the CobiT Steering Committee, Ernst & Young
10:00am-10:50am
New ITSM Metrics: Beyond the Measurement - Track 5 No matter what part of ITSM you're implementing, sooner or later you get to the question: How are we going to measure it? There are a number of traditional measures and ITIL® has several suggestions. But do they measure what they're supposed to? After a number of projects where metrics just didn't turn out the way they were intended, the speaker started looking for some alternatives. What he found was anything but expected, and surprising in its simplicity. In this session, he will share some of the latest trends in measuring ITSM and what they could mean for your project. Subjects addressed will include:
What's wrong with the old metrics?
What do we really need from ITSM metrics?
Where do we get the information?
Getting to the meaning behind the figures
Who wants to know?
What is the real Return on Investment in ITSM?
Speaker: David Cannon, ITSM Practice Principal, Hewlett-Packard
10:00am-10:50am
First 100 Days: Transforming the Organization with Speed and Care - Track 6 The success or failure of a newly assigned executive is usually defined within the first 100 days on the job. This session provides a structure and checklist to assist the new executive in creating, implementing and guiding them to improve their chance of success. The material presented also has been successfully used to transition an organization in 100 days from its current state into its desired state. The speaker will explain how to create quick and tangible wins that are important to the senior executive team, you and your organization. Learn how to create an effective plan for you and your organization's success.
Speakers: Bill Davis, EVP, COO, CIO, Magellan Associates Robert L. Perrin, President/CEO and Founding Principal of Magellan Associates LLC
10:00am-10:50am
Implementing ITIL®, Where do I Start? - Track 7 Most presentations on ITIL® are at the 30,000 feet level. While it is invaluable to understand ITIL® from this level, sometimes it is pretty hard to see the road from that height. This presentation will take you down to road level and show you some of the practical benefits and applications of the Service Management disciplines. Of particular interest will be establishing your Incident Management processes and the flow on to Problem Management, the usage and benefits of a well managed Configuration Management Data Base (CMDB), effective Change Management and tying it all back to Service Level Management.
Speaker: Peter Doherty, Senior Consultant, ITIL® Certified Manager, Computer Associates and winner of the President's prize for best speaker at the itSMF Australia Annual Conference
11:05am-11:55am
Building a Real Configuration Management Database Quickly & Accurately - Track 1 The presenters will explain how Smead Manufacturing & Axios Systems were able to quickly and accurately automate the process of building and maintaining a Configuration Management Database (CMDB). Todd Schroeder, service delivery manager, was responsible for accurately recording and managing the assets of Smead Manufacturing, including license compliance. He was charged with improving IT support at Smead Manufacturing and knows that without an accurate CMDB, it would be like working in the dark. The challenges, rewards, technology and the management results of the project will show attendees how to make the dream of a CMDB a reality and what the untold benefits are to IT Service Management improvement.
Speakers: Todd Schroeder, IT Service Manager, Smead Manufacturing Laurence Scott-Mackay, Business Development Manager - Axios Systems Inc.
11:05am-11:55am
Implementing ITSM: 6 Steps To Results in One Year - Track 2 This session will present a comprehensive step-by-step approach for implementing a successful IT Service Management program that can achieve results within one year. The methods shown encompass the full implementation scope that includes organizational considerations and communications planning as well as process and technical design. At the end of this session, participants should feel quite comfortable about the directions they may wish to take with their own efforts and what steps to take next.
Speaker: Randy Steinberg, Senior Consultant, Covestic
11:05am-11:55am
IT Service Management: Practical Best Practices - Track 3 According to experts, the most likely way the world will be destroyed is by accident. That's where we come in; we're IT professionals and we cause accidents. So how do you prevent accidents during your ITIL® journey? This session will focus on lessons learned as well as highlight business practices that may work for you and your IT service operation.
Discussion points will include:
Providing help to a help desk that needs help
Rolling in new service offerings to an existing ITSM-compliant service desk
Change Management - The right changes, managed the right way
The benefits of ITIL® can be significant. However, adopting ITIL® best practice processes is not a quick fix, and ITIL® won't turn a poor IT infrastructure into a great IT infrastructure overnight. It takes time, planning and commitment to change an organization's practices in order to reap the benefits of improved way of operating.
Speaker: Tim Halton, Chief, Customer Access and Support, National Institute of Standards and Technology
11:05am-11:55am
From Cost Center to Business Partner Using CobiT and ITIL® - Track 4 In the rush to implement the "latest and greatest" best practices and technologies, IT shops often lose sight of their purpose, responsibility and primary objective of adding value to the business. This loss of focus has led to organizations spending millions of dollars and thousands of people-hours implementing solutions that appear to have no obvious return on investment (ROI). The adaptation of best practices, including ITIL®, by some companies has compounded this situation because the thought processes behind the approach have not been business-focused, looking to leverage existing investments. How can this be avoided? This presentation will focus on a number of key learning points and best practices that will help the CIO and IT management staff identify how to measure ROI, what steps need to be taken prior to the purchase decision, what needs to be done as the solution is purchased and implemented, and what measures should be taken following implementation.
Speaker: Robert E. Stroud, Director, Computer Associates
11:05am-11:55am
Implementing Service Level Management at Air Products - Track 5 This presentation will describe how Air Products is implementing Service Level Management (SLM) as part of an overall ITSM implementation and a move toward running IT more like a business. The presentation will define the SLM model used by Air Products and outline the content included in the company's Service Level Agreements and Service Catalog. It will also cover key business drivers, challenges encountered, benefits identified and lessons learned. The presenter also will share some thoughts around the process of gathering, reporting and communicating service metrics and the roles and governance models needed to support IT services.
Speaker: Sally Taggart, Global IT Service Level Manager, Air Products and Chemicals, Inc.
11:05am-11:55am
EVIDENTLY FEAR IS NOT A FACTOR FOR YOU... Maybe it Should be — Align With the Business or be Outsourced - Track 6 Who does IT provide services for? Who benefits from these services? Who pays for IT services? The business. So why do so many organizations focus on the technology and address the business need secondarily? Why aren't more IT service departments demonstrating their value to the business -- daily? By implementing a best-in-class ITSM/ITIL® program, you too can transform your IT department into a well-respected and valuable department of the organization. Walk through one company's struggle to regain respect and recognition from business managers. Through an ITSM/ITIL® program implementation, this financial services IT department went from unliked and under-appreciated to a well-respected, highly valued "partner" in business development. At the same time the company increased the IT budget by 10% (something that had not been done in three years) and invited the CIO to the decision table for input on mergers and acquisitions as well as other corporate decisions.
Speaker: Patricia Bramhall, Principal, Tydak Consulting Services, LLC
11:05am-11:55am
Track 4 Panel: The IT Leadership Balancing Act: Compliance, Cost and Performance - Track 7
Today's IT leadership must consistently balance the competing aspects of IT service delivery: Performance, compliance and cost. The three pillars of IT drive IT's mission and role and services it delivers to their customers. As we saw in 2004, regulatory compliance was a significant pillar. Now the focus is changing to performance while cost efficiency continues its relentless march. Our panel of CIOs and their advisors provides unique insights as to where IT service delivery is moving for the remainder of 2005 and into 2006. Moderator: Steven Sparks, Principal, Ernst & Young, LLC Panelists: Ian Clayton, President, IT Service Management Institute Jim Roppa, Global IT Solutions Applications and Operations Department Manager, Caterpillar Sylvester Williams, Division Vice President, Northwest Service Center, Affiliated Computer Services
12:00pm-1:00pm
Conference Lunch Sponsored by NetIQ - Expo Hall Open Building Security Into Your Service Management Strategy
Security must be considered when IT departments plan to deliver Service Management within an organization. According to industry analysts, at least one third of all IT outages are related to security incidents. This speaker will focus on how security relates to the Service Level Management process. Participants will understand how security must be considered when gathering customer requirements, defining service and operational level agreements, implementation, monitoring and review. The speaker will review past examples of security incidents and how they impacted service levels. Participants will walk away with the knowledge that security is a cyclical process and review and improvement must be built into the Service Level Management process. Speaker: Travis Greene, Chief Service Management Strategist, NetIQ
12:00pm
Expo Hall Open
2:00pm-2:50pm
ITIL® Best Practice Guidance: A New Generation of ITIL® - Track 1 In November 2004, the United Kingdom's Office of Government Commerce, which owns ITIL®, launched a major project to refresh ITIL®. The objective was to focus on easier implementation and improved business benefits from the use of ITIL® and associated services. After a six-month consultation, scoping and development planning exercise, was the objective achieved? What was the result of the ITIL® renewal project? Join the ITSM expert who led the initiative and learn what the new generation of ITIL® best practice guidance will look like.
Speaker: Sharon Taylor, President, Aspect Group, Inc.
2:00pm-2:50pm
Why You Need a Configuration Management Database: Where ITIL® Fits In - Track 2 Solving IT challenges requires a good configuration strategy. Without knowing what's in your environment, you cannot hope to control it, maintain it or improve it. That's why ITIL® says you need a Configuration Management Database (CMDB). This session will review best practices for implementing a CMDB based upon IT Infrastructure Library (ITIL®) goals. The seminar reviews the features that a CMDB needs, including a flexible data model, partitioning of configurations, reconciliation of configurations, and open data access. It explains how each of these features contributes to an overall Configuration Management solution that will allow your IT organization to provide the best service possible. Attendees will learn:
Why they need a CMDB and what it will accomplish
What key features and capabilities should be included in a CMDB
The best approach for using a CMDB based on their environment
What processes they should use to help develop a CMDB
Speaker: Thomas Bishop, Chief Technology Officer, BMC Software, Inc.
2:00pm-2:50pm
A Pragmatic Approach to Configuration Management - Track 3 This session will lay out a tactical framework for implementing effective Configuration Management (CM). Topics to be covered by the speaker will include:
Configuration Management databases and their processes
The five levels of maturity in CM
Why CM initiatives fail
The do's and don'ts of CM
Cost items and roles
Been doing it... still in trouble?
What the customer, the executive, the manager and the technician should get out of CM
A rollout methodology that works
The maturity life cycle of CM
Speaker: Andrew Brummer, Principal Consultant, Pepperweed
2:00pm-2:50pm
BS 15000 Certification in the US: ITSM System in Operation - Track 4 Affiliated Computer Services' (ACS) Northwest Service Center recently has implemented the BS 15000 standard and obtained the first certification granted to a U.S. location. This presentation covers an overview of what the BS 15000 is, how it relates to ITIL®, ISO 9001, SOx and Lean Six Sigma. The ACS regional vice president and project leader will share the executive strategy, tactical implementation and lessons learned through the BS 15000 certification process. Attendees should come away understanding the impact on an organization of an IT Service Management system and how to obtain the benefits while avoiding common pitfalls.
Speakers: Darcie Destito, Global ITIL® Program Manager, Northwest Service Center, Affiliated Computer Services Sylvester Williams, Division Vice President, Northwest Service Center, Affiliated Computer Services
2:00pm-2:50pm
Financial Management: How to Influence Behavior and Gain Customer Confidence - Track 5 Implementing a Financial Management process can be overwhelming for both internal IT service providers and their internal customers, particularly when you plan to recover IT costs. It starts with a service culture in which internal customers are treated as if they have a choice, and internal IT departments know their customers' alternatives in terms of cost and quality. Through formal SLAs and their IMIS (Internal Markets Information System) application, Koch Business Solutions has established a cost-recovery process and enhanced its credibility as an IT service provider. The speaker will provide an in-depth look at Koch's corporate culture, lessons learned in the process deployment and how the appropriate level of analysis can positively influence customer decisions.
Speaker: Shayla Darnell, IT Service Manager, Koch Business Solutions
2:00pm-2:50pm
ITSM & Distributed Sourcing: It's Not a Question of "If" but of "How" - Track 6 The market clearly has accepted the delivery of capability through external service providers. Enterprises today commonly depend on complicated networks of distributed sourcing providers to optimize technology-enabled business functions such as supply chain, client relationship and revenue management. At the same time, the market is raising its expectations for the realization of tangible business value as enterprises demand more from service providers and look for ways to turn once "back-office" services into part of their manageable business equation. This presentation will explore how the reality of distributed sourcing has significant implications for the design, implementation and management of an IT Service Management framework -- and vice versa. Topics include:
How typical service patterns can influence process and framework design
The impact on key service management processes, interfaces and deliverables
Key roles and responsibilities
New models for service definition and performance management
Getting started
Speaker: Michael McGaughey, Service Management Architect, Capgemini Energy
2:00pm-2:50pm
Track 2 Panel:
Moving to a New Process Architecture: All at Once or Incrementally? - Track 7 It is not easy to move to a new process architecture. It is mostly about communication of the future state, agreement, acceptance and then managing the transition. There are pros and cons of transitioning Process architecture as a Big Bang or incrementally while keeping the business running. Can ITIL® process architecture relationship considerations help guide the transition planning? This panel will debate these approaches while taking into consideration organization size, structure and culture. Moderator: Larry Killingsworth, Manager, Global IT Internal Process Development, Air Products and Chemicals, Inc. Panelists: Jim Ange, Vice President Sales, Covestic Maggie Mikalatos, SVP, Process Evaluation and Improvement, Bank of America Marlin Ness, Senior Manager, Ernst & Young Julie Sneed, Incident Management, Sprint
3:05pm-3:55pm
Starting From Scratch - Track 1 Few established companies get the chance to define Service Management from scratch. There is always a legacy of policies and people reluctant to embrace change, even for the good. In 2002 Sunbeam Inc., while in bankruptcy, dismissed its outsourcer, hired new support management and staff, selected new tools and started over. Now, three years later, Sunbeam Products Inc. has recovered financially and built a solid global support organization based on ITSMS/ITIL®. Understanding how Sunbeam accomplished this feat can be a roadmap to avoiding that company's mistakes and capitalizing on its success in your own planning.
Speakers: Herb Schmoll, Manager of End User Services, Sunbeam Products, Inc. Mike Moore, Security Administrator and Relationship Manager, Sunbeam Products, Inc.
3:05pm-3:55pm
Financial Management of IT Assets at Bank of America: A Success Story - Track 2 Bank of America (BofA) took a unique approach to implementing financial management for IT services. It started with a focus on inventory, answering such questions as what does it have, how many, where they are and who is using them. Then once a base inventory was built, BofA layered on data such as cost, maintenance, lease information and support information. This allowed it to build an inventory/asset database that supports the needs of financial management. The speaker will walk through BofA's approach, the lessons learned and successes in the project.
Speaker: Alan Abbott, SVP, NCG Asset Inventory Management, Bank of America
3:05pm-3:55pm
Change Management: Don't Let it Knock Your SOx Off! - Track 3 Just when you are getting your change process running smoothly and efficiently, and your people are comfortable working with it, along comes Sarbanes-Oxley (SOx) as well as other governance initiatives. The case study presented in this session will outline how AutoNation implemented controls to become SOx-compliant. It will address SOx's initial effect on the IT organization and what immediate steps where put in place to "stop the bleeding." It also will address how AutoNation engaged the entire IT and e- commerce groups in the change process through leadership and education, rather than by wielding a large bat.
Speaker: Bob Paniagua, Change Control Manager, AutoNation
3:05pm-3:55pm
Best Practices for "Managing the Business of ITTM" - Track 4 "Running IT Like a Business" means managing the IT organization using the disciplines and practices that make any business successful – through a proven governance framework. Such an approach is promised to transform your IT department into an efficient, effective, accountable, fiscally responsible and customer sensitive organization, providing IT services as though they were commercial products. Business results and bottom line expense are the primary focus and not just process. Sounds logical and beneficial and a lot like what many are trying to do with their IT Service Management strategies doesn't it? Well, with all the business and IT expertise to hand, why aren't more IT organizations succeeding as part of their ITSM strategy?
In 1996 we were one of the three founding members of the itSMF USA, and the first US company to be designated an ITIL® accredited training organization. Since then, we have trained many of our current competitors. At this conference you will hear them and many of our clients, share with you their lessons learned and successes. At the core of this success is our "Managing the Business of ITTM" consulting and education program. For the first time in public we will explain how the MBIT program works and how it has helped our clients achieve more than $150m in efficiency savings. The topics covered will include:
The top 10 principles of running IT like a business, IT Governance and successful IT/business alignment
First steps in gaining visibility and management control over the quality and cost of providing IT Services
The building blocks to a MBIT program and how to incorporate them into an existing ITSM strategy
The basic elements of a service model, including the positioning of a service catalog, request management process, opportunity board and service quality plan
The concepts of customer and service portfolio management and service provision lifecycleTM
The Requirements Management cycle of translating requirements into expectations and eventually service level objectives
Speaker: Ian Clayton, President, IT Service Management Institute
3:05pm-3:55pm
A Statistical Approach to Prioritizing ITIL® Processes and Controls - Track 5 Many practitioners and consultants have their own personal theories about where to start with ITIL®, but no attempt has been made to statistically determine which ITIL® processes and controls correlate most closely to high-performing IT organizations. To achieve this, the IT Process Institute (ITPI), with the help of the Software Engineering Institute and the Institute of Internal Auditors, has been undertaking the VEESC survey of practice. VEESC stands for "Quantifying the Value, Effectiveness, Efficiency and Security of Controls." ITPI hypothesizes that certain processes and controls have catalytic and sustaining properties, meaning that the value they add demonstrably exceeds the cost to implement, audit and report out on them. By this summer, ITPI will have surveyed hundreds of organizations and will be able to report its findings on which ITIL® process areas have the lowest cost of control, but highest rate of return.
Speakers: Gene Kim, CTO, Tripwire Dr. Grant Castner, Assistant Professor, Department of Decision Sciences, Lundquist College of Business
3:05pm-3:55pm
The Implementation Quagmire: Methods & Madness and Somewhere In Between - Track 6 Developing and implementing new processes in any organization is tantamount to changing the tracks in front of a fast-moving train. Spend too much time analyzing the solution and you end up in the cow-catcher; spend too little time and the train careens wildly off course. What is the proper balance and how can you tell? This presentation will cover several case studies from the field that illustrate how to ensure the train conductor (process sponsor) approves the changes ahead, the brakeman (process owner) ensures the appropriate speed is maintained and the passengers (process users) arrive at their destination without complaint.
Speaker: Mike Orth, CEO, IT Foundations
3:05pm-3:55pm
Track 3 Panel: Gaps: Your Gateway to Excellence - Track 7 Panelists will share efforts to look at where their ITSM implementations were missing the mark and what they did to get back on course. This will include shortcomings in their processes, tools and people as well as organizational structure. Panelists might also share the impact of outside factors, like SOx on their efforts. IT Professionals who are mid-stream in their implementation will gain knowledge of how to improve existing processes and tools while newcomers can also benefit from hearing about mistakes others made and how they corrected them. Moderator: Phyllis Drucker, Director of Consolidated Services, AutoNation Panelists: Tim Halton, Chief, Customer Access and Support, National Institute of Standards and Technology Nick Schneider, Director, IT Service Optimization Practice, Pepperweed Haydee Steck, Knowledge Analyst, Problem Management, ABN-AMRO
4:10pm-5:20pm
Afternoon Keynote: How ITIL® Links Business and IT: Lessons Learned and Best Practices from HP and Its Customers Linking business and IT has never been more important. First, IT departments must already balance a set of conflicting objectives, including maximizing return on IT investments, mitigating risk to the business, improving systems and business performance, and expanding their company's agility. Second, IT departments increasingly are measuring their success on business outcomes instead of technology outcomes. Based on work with customers in 170 countries and on experiences with HP's own extensive global IT operation, HP has learned how ITIL® plays an essential role in forging a closer link between business and IT.
Mike Rigodanzo, the senior vice president of HP's Technology Services business unit, will discuss how HP uses ITIL® to meet customers' needs for a common IT language, for regulatory compliance, and for consistent global delivery of IT services. Mike will also share examples of how HP has used ITIL® internally to meet its own IT challenges. He will describe the key best practices and lessons learned from HP's ITIL® experiences and will offer a look to the future as well.
Speaker: Mike Rigodanzo, Senior Vice President, Technology Services, HP Services, Hewlett-Packard Company
5:30pm-7:00pm
Networking Reception in the Expo Hall-Sponsored by Pink Elephant
