Trends and Best Practices in Service Level Management
Organizations of all sizes are working to align IT with the core business goals. They're becoming more service oriented and as a result are seeking ways of effectively measuring service delivery. This presentation explores the results of surveys conducted over the past three years that have assessed organizational use of and benefits derived from service level agreements (SLAs) and service level management (SLM). The survey data was collected from enterprise organizations and service providers in the United States and Europe. It provides insights into trends and best practices that serve as benchmark data for organizations involved in enhancing service delivery, outsourcing IT and business services, and increasing the alignment between IT and business units. Speaker: Steve Piper, Sr. Director, Marketing, Oblicore, Inc.
8:30am-9:45am
Morning Keynote: Partnering: The Secrets of Great Relationships
Keynote Speaker: Chip Bell, Founder, The Chip Bell Group, and Author of Magnetic Service: Secrets for Creating Passionately Devoted Customers
10:00am-10:50am
How to Fail at IT Service Management (Without Really Trying) - Track 1 Already well on the way to implementing a successful ITSM solution? Heard great ideas for plugging the gaps at other sessions? Why not take a break from the virtuous path? Come and listen to all the things that others have got wrong in their attempts. In this session, the presenter looks at the most common pitfalls into which organizations often stumble blindly (or stride confidently into!). Whisper it softly, but even the so-called experts are often your worst enemy. Bad practice is alive and well!
Even though you won't have fallen into any of these traps yourself, watch others squirm as they recognize some peccadillo they've committed. (Hearing aids, mechanical voice boxes and white sticks will be provided.)
Speaker: Aidan Lawes, CEO, itSMF UK & International
10:00am-10:50am
Case Study: Implementing IT Operational Excellence at SIAC - Track 2 The trading bell rings in the morning and again in the afternoon. Making that happen every day, without interruption, requires the concerted effort of a team of dedicated, experienced and highly competent individuals. So how do you convince an organization that has been providing 35 years of exceptional reliability, availability and responsiveness to one of the most recognized financial institutions on the planet that it has to embark on an operational excellence program? Carefully! This case study will outline how the Securities Industry Automation Corp. (SIAC) created the organizational structure to support the operational excellence program, assessed the existing processes and technology, developed a phased improvement plan, then implemented tools, processes and organizational changes to make it happen. The presenter also will discuss the importance of continuous improvement within a managed process environment. The case study will conclude with a discussion of lessons learned and challenges that lay ahead.
Speaker: Tom Demchak, EVP, Securities Industry Automation Corp.
10:00am-10:50am
Sneaking-up on ITIL® - Track 3 Many ITIL® implementations focus around large-scale, multi-year programs in which processes like Availability and Capacity Management get pushed off for years while the more common Incident and Change are implemented. This presentation discusses how to "sneak up" on various ITIL® Service Delivery processes by embedding language and key best practices from those processes into other processes or projects. This approach forgoes massive programs and projects and focuses on those things that can provide immediate value while laying the groundwork for future process maturity.
Speaker: Jeffrey Gorby, Process Architect Director, Nationwide Insurance
10:00am-10:50am
Using CobiT & ITIL® to Drive ITSM Implementation - Track 4 This presentation will discuss Allstate Insurance Co.'s creation of a Service Management Center of Expertise in January 2004. The purpose of this team was to establish and implement the ITSM Roadmap (10 ITIL® processes from Service Delivery and Service Support). The triggers for implementation are ITIL® prerequisites and CobiT maturity levels. To drive the implementation, Allstate has built out the CobiT maturity assessment process to assess the current state, determine the target, identify the gaps and turn the gaps into approved projects.
Speakers: Michael Agar, Planning Consultant, Allstate Insurance Co. Kevin Pugh, Consultant, Allstate Insurance Company
10:00am-10:50am
Financial Management: What Does a Service Really Cost? - Track 5 MeadWestvaco started down the ITIL® path wanting to quickly establish Service Level Management and set up SLAs with its business partners. It wasn't long before the packaging and paper products company realized it needed to know what the services cost. The presenter will cover the methodology used to identify and cost services, as well as how to effectively charge back to the business.
Speaker: Mike Bogan, Business Process Owner, MeadWestvaco
10:00am-10:50am
Microsoft Management Overview: Delivering on the Dynamic Systems Initiative - Track 6 The Dynamic Systems Initiative is Microsoft's long term strategy to dramatically reduce the complexity and cost of developing, deploying, and managing applications and services in the datacenter. Come hear how Microsoft applies ITIL® principles internally today and learn about the investments we are making to apply this approach in application development to solve your IT problems going forward.
Speaker: Felicity McGourty, Director of Marketing, Windows & Enterprise Management Division, Microsoft
10:00am-10:50am
Track 1 Panel:
It is Always Best to Start at the Beginning - or is it? - Track 7 One of the most pressing questions that organizations face when approaching ITIL® or Service Management is where to begin? ITIL® is not prescriptive on the question, which leaves many confused and perplexed. This panel will explore the possible starting points and seek to identify the pros and cons of the various entry points into the world of Service Management. Co-moderators: Michael Cardinal, Track 1 Chair and Business Analyst, State Farm Insurance Jay Stuart, Track 1 Vice Chair and IT Service Level Administrator, LG&E Energy Panelists: Lou Hunnebeck, ITSM Practice Director, CCN, Inc. Christian Iantoni, Managing Partner, Five9 Technologies Jeff Fortner, Business Process Owner, MeadWestvaco Randy Steinberg, Senior Consultant, Covestic Roxanne Rigdon, 6 Sigma Black Belt, Caterpillar Inc.
11:05am-11:55am
ITSM: The Next Ten Years - Track 1 Who knew that ITIL and ITSM would ever be this big?
Almost 10 years ago, itSMF USA founders, builders and past presidents Ken Hamilton and Ken Wendle saw the future, and helped shape today's IT.
What emerging concepts and technologies will have a similar impact on the future of IT? If you're just starting out or a seasoned ITSM professional, you will learn from this insightful, fast moving presentation that addresses:
The evolving role of the itSMF.
The impact of organizational certification (BS15000/ISO20000/CMMI)
Supply chain organization (manufacturing process models).
The Business Services Management (BSM) Myth.
The growing importance of SOA (Service Oriented Architecture)
Where and how the concepts of grid computing fit
The practical value ITSM will play in the evolution of IT.
Learn how solid foundations being put in place today will set the stage for the next "big things" as IT continues to move up the value chain.
Speakers: Ken Hamilton, Director ITSM Education HP; Past-Chairman, itSMF USA Ken Wendle, ITSM Solution Lead HP; President Emeritus and Advisor to itSMF USA
11:05am-11:55am
Using ITIL® to Design an Enterprise Architecture Function - Track 2 Beginning in 2000, Waste Management, Inc. completely revamped IT, including ERP implementation, custom applications and build-out of supporting infrastructure. While the company quickly implemented an architecture function for infrastructure, architectural standards for application and data were not put in place. In 2004, senior management realized the need for a consolidated architecture function within the company. But how do you implement an enterprise architecture that encompasses infrastructure, application and data in a fast-changing environment? And how do you get it done in a short time frame? The answer lies within what we already know. The same techniques used to design and implement ITIL® processes can be used to design and implement enterprise architecture. This presentation will explain how Waste Management and Consulting-Portal Inc. collaborated to implement an enterprise architecture function.
Speaker: Tom McGuffey, Director of Enterprise Technology & Strategy, Waste Management Corp.
11:05am-11:55am
Case Study: Implementing Incident Management at JM Family Enterprises - Track 3 Ranked by Forbes magazine as the 15th-largest privately held company in the United States, JM Family Enterprises, Inc. (JMFE) is a recognized leader in the automotive industry. With a goal of standardizing, automating and integrating IT business operations, JMFE embarked on the deployment of ITIL® standard processes, technologies and best practices. The first process, Incident Management, was successfully implemented in August 2004. This presentation will discuss the journey from understanding the need for change through implementation and maturity of the process. It will touch on tools and techniques for developing, documenting and distributing the process and will provide an overview of JMFE's Incident Management process, with highlights detailing complaint handling and major incident tracking. It will conclude with key performance indicators (KPIs) and their distribution through JMFE's Service Dashboard, as well as the importance/benefit of the Service Dashboard.
Speaker: Chris Overton, Manager, Technology Planning, JM Family Enterprises
11:05am-11:55am
How to Assess Your Capability to Provide Quality, Cost Effective Services - Track 4 Information technology typically ranks among most companies' top five expenditures. Embedding business-oriented governance, performance measurements and "best practices" into all aspects of IT operations has become imperative for most progressive executives to introduce transparency of operations and decisions. ITIL® guidance and the implementation of an ITSM strategy promise to help in this transformation. With limited resources the challenge has become one of knowing where problems exist, the impact of each, which ones to address first. An assessment of your current practices and capability to provide quality, cost-effective services seems a logical first step. How much emphasis should you place on ITIL® compliancy and COBIT®? This presentation will explore the basis for any assessment, compare the existing approaches of BS15000 and ISACA auditors with recommended assessment techniques, discuss pragmatic gap analysis and how to leverage the outputs to propel your IT Service Management strategy.
Speaker: Ian Clayton, President, IT Service Management Institute
11:05am-11:55am
Driving Service Improvements Through Better Measurements - Track 5 Do you sometimes feel all the work is producing little if any meaningful service improvement? It's more important than ever to leverage the often over-taxed resources we manage in the most effective and efficient way possible. This presentation covers the key elements to increase service levels through a combination of classical quality techniques, ITIL® Service Level Management, and real world examples. Whether you are just starting to implement ITIL® or are well down the path, using more comprehensive metrics -- not just more metrics -- can lead to the difference between a good service and a world-class service. This session will include:
Performing triage - Does the patient have hemorrhaging or a hangnail?
Understanding customer perception
Defining reference transactions
Determining feasibility and priority
Crossing service and/or organizational boundaries
Implementing and tracking service improvement efforts
Speaker: Van Lanning, Director of Operations, Windows Services, Microsoft
11:05am-11:55am
Organizational Readiness and ITIL®: Ensuring Your ITIL® Initiative Will Succeed - Track 6 All too often, organizations create new processes or implement new technology without regard to human performance technological principles and practices, leading to project demise. This presentation offers practical information on how to assess and cultivate the organizational climate in order to accept, sustain and flourish in the face of new processes and/or technology. Audience members will understand how to practically blend the disciplines of ITIL® process improvement, project management, and human performance technology through organizational change principles to ensure their ITIL® initiative will meet/exceed business objectives.
Speaker: Stephanie Peterson, ITSM Trainer/Consultant
11:05am-11:55am
Track 5 Panel:
Measuring Your ITIL® Program - Track 7 This panel will answer your questions on measuring the effectiveness of your companies ITIL® program and SLA's. Come prepared to ask the panelist how they have tackled the metrics issues that you are currently facing. Expand your insight of different approaches to measurements, metrics, and service levels. Moderator: Amy Rodgers, Enterprise Architect & Strategic Planner, UMB Panelists: James Brooks, Shared Services Division, Assurant, Inc. Brian Johnson, Worldwide Practice Manager, CA Technology Services, Computer Associates Martyn Birchall, IT Service Management Solutions, Peregrine Ron Potter, Consultant, TeamQuest
12:00pm
Expo Hall Open
12:00pm-1:00pm
Conference Lunch Sponsored by SAS - Expo Hall Open
Use the "cost of service" to align IT within and without
Despite the popular viewpoint that implementing Service Level Management will align IT with the business, Service Level Management is a tactical exercise, not a strategic one. This seminar will provide the basis with which to make Cost of Service a strategic must have.
How to align IT services to business strategy
Capture all the Cost of Service elements
Make Cost of Service a strategic measure
Derive Business Intelligence from Cost of Service
The goal of this presentation is to dispel the notion that Service Level Management alone aligns IT with the goals of the enterprise. Too much service at too great a cost to the wrong business processes indicates misalignment not alignment. The mere calculation of the cost of service is a poor indicator of value. Without the broader context of enterprise business strategy, there isn't a yardstick to measure value by. This presentation shows a practical method of balancing enterprise strategy, service levels and cost, and generating the Business Intelligence to continually improve.
Speaker: Bill Flemming, IT Intelligence Strategic Concepts, SAS
2:00pm-2:50pm
Welcome to the Real World - Track 1 You've heard the theory, but now you have to put it into practice by defining services and configuration items. This presentation will look at some practical tips for defining services, configuration items, and relationships based on real-world experiences. The speaker will answer some of the common questions encountered, such as:
How do I know when I have a service?
To what level of detail should my configuration items be defined?
How do I handle distributed environments and shared resources?
How do I balance the needs of the business and those of IT?
This session will help you set a strategy for architecting your services and configuration items. Real-world examples will be included to illustrate the application of the concepts.
Speaker: Kevin L Ritter, Service Level Management, State Farm Insurance Co.
2:00pm-2:50pm
Planning to Implement IT Service Management - Track 2 This session will explore how Sprint's IT organization prepared for an effort to mature and integrate core IT Service Management processes and enabling tools to meet increasing business demand for more efficient, effective and reliable services. The IT methodology team at Sprint was the primary catalyst for the introduction and establishment of an IT Service Management vision and strategy within the company, playing a leadership role in its development and implementation. The speaker will review the program from its grass-roots beginning more than three years ago through implementation in the second quarter of this year. Every major decision and pain point will be discussed, including the selection of process areas to implement first, establishment of objectives, development and documentation of processes, integration between process areas and tools, integration into the software development lifecycle, communication to nearly 50,000 people and the training of nearly 10,000 employees and suppliers on the new processes and tools. Speaker: Lance Alsup, Process Methodology, Service Management, Sprint
2:00pm-2:50pm
Aligning IT to the Business Perspective - Track 3 Aligning IT services and focus to the real needs of the business has never been more important. Industry analysts agree that businesses will require a greater degree of "proof" that IT not only is doing the job of providing IT services well (at a quality and price point that compares favorably with external benchmarks), but that IT is matching its resources to align with business objectives. TD Bank Financial Group, headquartered in Toronto, is rising to this challenge. TD Bank has created an IT service catalog designed to align IT services with business needs by assigning ownership to all IT services and establishing an equitable and transparent client-centric chargeback model. TD Bank also has established a relationship management practice that acts as a liaison between the business areas and IT to facilitate regular two-way communication and ensure IT and business areas are aligned. The speakers will discuss how TD Bank is progressing in establishing and strengthening relationships between the business areas and IT, as well as in establishing the service catalog and resultant client-centric chargeout model.
Speakers: Russell McGowan, Senior Manager, Client Relations, TD Bank Financial Group Robert E Stroud, Director, Computer Associates
2:00pm-2:50pm
The IT Strategy Management Process - Track 4 The way companies operate has changed considerably in recent years. What used to be data center-focused processes now must function wherever the servers are located. What used to be straightforward must now work across complex environments, cultures and country obstacles. The IT Strategy Management Process removes many of these obstacles. The process consists of a central repository through which the IT strategies, standards, best practices, etc. are stored and managed. Document owners are driven to keep their papers current. Target audiences are driven toward compliance in a pro-active way. Corrective actions are triggered as issues emerge and executives can see the health of their strategies. The process is published as a lead process to all IT processes. It provides common functionality for the interaction space between processes, locations and organizations. In doing so, complexity is reduced and the value of, for example, ITIL® is increased.
Speaker: René J. Aerdts, Ph.D., Fellow, EDS
2:00pm-2:50pm
The Transformation to Delivering IT as a Service - Track 5 By delivering IT as a Service, Daniel Berg contends that the use and function of data centers as we know them today is changing, as IT evolves to be a business asset by scaling technology to meet a customer's SLAs. This speaker will show IT as a service that will evolve into networked containers and will note the trends that will shape applications of the future in regard to privacy, trust, and security.
Speaker: Daniel Berg, Vice President, Distinguished Engineer & CTO, Sun Services, Sun Microsystems, Inc.
2:00pm-2:50pm
Powering the People Portion of Your ITIL® Efforts - Track 6 Almost without exception, organizations putting ITIL® into practice cite "people" as the most difficult aspect of the initiative and often the one upon which success ultimately depends. Despite this, many continue to focus on processes and tools, perhaps because of the mysterious nature often attributed to the "people" side of things. This presentation aims to demystify and provide practical guidance on the people aspects of ITIL® implementation and ongoing operation. Practical, real-world advice will be given on "people" considerations, including organizational design and structure, job design, organizational and cultural change, functional and process role mapping, and HR systems.
Speaker: Moira Stepchuk, Senior Consultant/Trainer, Fox IT
2:00pm-2:50pm
Track 6 Panel:
Organizational Change Caused by ITIL® Implementations - Track 7 Join this panel to gain insight into how to use ITIL® concepts, strategies, and lessons learned to change your organization and ensure a successful experience. Moderator: Debra Lewis, Director, IT Customer Services, AAA - Auto Club Group Panelists: Iris R. Childress, Senior Manager, Accenture Stephanie Peterson, ITSM Trainer/Consultant Douglas M. LeMaster, Director, IT Program Management, Nationwide Insurance Mark Ferguson, Director of Information Technology Project Services, University of Oklahoma Health Sciences Center
3:05pm-4:15pm
Afternoon Keynote:
Speaker: D. Michael Abrashoff, Former Commander of U.S.S. Benfold and Author of It's Your Ship
4:30pm-6:00pm
Networking Reception in the Expo Hall Sponsored by Mercury
6:00pm-9:00pm
itSMF USA Membership Appreciation Gala
This event will include a sit down dinner, itSMF USA Membership meeting, and entertainment. Normal conference attire is appropriate.
