Workshop #1
So You Bought Books - Now What? Implementing ITIL®, or any other process, is both a theoretical and practical journey. Purchasing the books, attending a class, or hiring a consultant seems like the logical first step. But process projects can go quickly off course without a well thought-out strategy and a clear vision of the desired end state. The objective of this workshop is to present to attendees both the principles and practices necessary to provide direction, manage, lead or participate in process implementations both large and small. Through the experience of multiple process implementations, a five-phase approach has been developed to guide process projects through problem identification and process design, implementation, acceptance and refinement. This workshop will offer practical guidance to attendees in each of the five phases, including tools and techniques that can be implemented immediately.
Speaker: Jack Probst, Executive Consultant, Pink Elephant
8:30am-10:25am
Workshop #2
Leadership Challenge - Navigating the Matrix This workshop will use a blend of PowerPoint and multimedia clips to present key leadership practices from three sources:
The Leadership Challenge (a book by Kouzes & Posner)
The Matrix (a WB movie)
Interviews from Nationwide's implementation of its ITIL® leadership team
This session is interactive and is designed to leave the audience inspired.
Speaker: Douglas M. LeMaster, Director, IT Program Management, Nationwide Insurance
8:30am-10:25am
Workshop #3
Communication & Training: Creating/Refining Your Plan Everybody says it – one of the major reasons that IT Service Management / ITIL programs fail is from poor communications. What they don't say is how to do it right!
In this fast-paced workshop attendees will learn how to build, refine and improve their own ITSM training and communications plan. Through a series of team-based practical exercises, combined with discussion of best practices principles, attendees will learn about:
the elements that should be included in an effective plan
the relationship between training and general communications
the factors that determine frequency and scope of communications
the differing needs of different audiences
how an effective training and communications plan can make or break your ITSM project.
Come prepared to move theory into practice.
Speaker: Lou Hunnebeck, ITSM Practice Director, CCN, Inc.
8:30am-10:25am
Workshop #4
Top 10 Reasons to Not Attempt an ITIL® Implementation in 1 Year This workshop will focus on the painful mistakes made by a company that thinks it can do it faster and cheaper than anyone else. The speakers will elaborate on the pitfall of believing your ITIL® transformation is an event rather than a never-ending process. The session will provide insights into one company's view of how to do it right. Starting from a straightforward gap analysis to a multi-year roadmap to the ever-important (and often overlooked) culture change that must take place, this workshop boils the process down.
Speakers: Tim Sulzberger, Mgr. IT Customer Support, Bandag Incorporated Molly Stineman, IT Service Management Architect, Bandag Incorporated
8:30am-10:25am
Workshop #5
Benchmarking with Cobit and ITIL® An organization's executive management expects its auditors can provide assurance that there is a strong internal control environment for its information technology and telecommunications (IT&T) services. The IT&T environment covers a wide range of processes that delivers services and products to the organization. To ensure that the processes delivering support and services to the organization have an effective control framework and utilize best practice in IT Service Management requires a proactive approach by auditors. This assessment is benchmarking the organization's IT internal control environment against the ISACA -- CobiT framework and ITIL®'s IT Service Management best practice. This workshop will present a case study to demonstrate the process as well as the outcomes and lessons learned.
Speaker: Ken Doughty, Senior Risk Manager, Risk Management Group, ING Australia
8:30am-10:25am
Workshop #6
IT Organizational Structures: The Good, the Bad and the Ugly This interactive, how-to session will discuss the basic tenets of organizational design; how they apply to IT organizations - and IT being performed outside IT organizations - and how the right organizational structure can better leverage usage of the ITIL® framework and best practice processes. Attendees will have the chance to review real-world examples of changes that resulted in both anticipated and unexpected results and then test their knowledge with organizational design exercises.
Speakers: Elizabeth Schlier, Founder and President, Gefion, Inc. Gary Glassman, Principal Consultant, Gefion, Inc.
8:30am-10:25am
Workshop #7
How Sprint Implemented Six Process Areas and a New Tool All at Once This session will focus on why and how Sprint implemented Incident Management, Problem Management, Configuration Management, Change Management, Release Management and Service Level Management at one time. Learn how Sprint's target state architecture, capital and expense reductions, process standardization, process integration points, communication/training and much more went into its initial analysis. This workshop will provide lessons learned, implementation ideas and post-implementation strategies to help attendees with their implementations, whether they are from small or large IT organizations. It also will discuss the actual benefits of implementing all of these process areas, whether done simultaneously or not.
Speakers: Julie Sneed, Incident Management, Sprint John Felton, Configuration Management, Sprint Rodney Stoverink, Problem Management, Sprint Lance Alsup, Process Methodology, Service Management, Sprint Stephen P. Gorman, Principal Program Manager, Sprint Jonathan Boldt, Change Management, Sprint
10:00am
Expo Hall Opens
10:40am-11:30am
Sorting Out the Change/Request/Incident/Problem Dilemmas - Track 1 The speakers will provide practical experiences from two very different organizations on how change, incident, request and problem definitions are being implemented in the real world. They will address such questions as:
What's the value in delineating between incidents, problems, changes, and requests?
How do you decide what's a request? Or what's a change?
How do you decide what's a problem? Or what's an incident?
How do you convince service teams to use the definitions?
How do you explain the definitions to customers?
What do you track? Why?
Where do you log requests if they are not incidents, problems or changes?
Speakers: Angelica King, Process Owner, Cargill, Incorporated Michael McGaughey, Service Management Architect Capgemini Energy
10:40am-11:30am
ITIL® - Can You Scale it Down? - Track 2 ITIL® has traditionally been thought of as applying best to large IT organizations, having too much inherent bureaucracy to bring benefits to smaller shops. But in practice the principles have always offered real benefits, irrespective of size. As ITIL® spreads and grows around the world, this message is ever more important.
This talk will explore some of the techniques that work in applying the general principles of sound service management to smaller organizations; including how-to make best advantage of that speed, versatility and adaptability that comes with smaller size.
Speaker: Ivor Macfarlane, Independent Consultant
10:40am-11:30am
Achieving Operational Excellence in the State of North Carolina - Track 3 The State of North Carolina launched a continuous service improvement initiative, Operational Excellence Program, based on the ITIL® framework. This presentation will provide a case study on the State of NC's program and its results to date. It also will cover successful steps for obtaining buy-in from executives, customers, partners and staff. The program emphasizes agency-wide training and certification and a three-phase implementation process (currently underway). The presentation will summarize results to date of the first phase, including new Incident, Problem and Change Management processes as well as Service Level Management process changes. Successful approaches for buy-in included a well-defined vision, clear demonstration of business value to executives in several capacities (CIO, fiscal and senior business leadership) plus an effective communications campaign.
Speaker: Joe Lithgo, Chief Operating Officer, North Carolina Office of Information Technology Services
10:40am-11:30am
A Case Study: Expanding From ITIL® to Strategic IT Business Management - Track 4 ITIL® is the standard for IT Service Management best practices. However, it addresses important IT business concepts such as provisioning, IT procurement, IT portfolio management and IT asset management only on a very high level. Companies are now starting to build bridges between processes to define an integrated model of IT business management. This case study will show how a leading financial services company is using cutting-edge concepts such as ITIL®, IT governance and asset portfolio management to evolve toward the goal of truly running IT as a business.
Speaker: Markus Schweizer, Associate Director, Protiviti
10:40am-11:30am
Metrics, KPIs and Dashboard: Tools for Continuous Process Improvement - Track 5 Many organizations have implemented one or more IT Service Management (ITSM) processes based on ITIL®. Without a formalized continuous measurement program in place after the process improvement projects, the time and money spent on these projects may not yield the expected benefits. This session will highlight the measurement tools and techniques employed in BMO Financial Group to ensure maximum return from its ITIL® program investment. The speaker will explain the approach used to create an ITIL® process dashboard to monitor the health of the processes and how the dashboard is used by process owners and senior management to effect change in an organization. The presenter also will show how statistics methods can be employed toward continuous improvement of processes.
Speaker: David Chiu, Specialist - ITIL® Process Engineering, BMO Financial Group
10:40am-11:30am
Using ITIL® to Address the Tower of Babel in a Multi-Supplier Environment - Track 6 General Motors is unique in its approach to managing IT: GM's IT operations and development are fully outsourced to many different suppliers. GM faces a challenge with this outsourced approach -- to ensure end-to-end service reliability across multiple suppliers. One of the strategies being implemented is to standardize the work done by the suppliers. GM has adopted ITIL® as the framework and lexicon for the standardized work of IT operations. GM recognized that ITIL® as currently defined did not comprehend a multi-vendor outsourced model and would require adaptation. ITIL® is focused on the "what" and "how" of operations. In 2004 GM began a project to define ITIL® in terms of the "what" and "how well" things are to be done and to use ITIL® as a common language across suppliers. This workshop will cover GM's experiences in adapting ITIL® to a multi-supplier environment.
Speaker: Rudy Wedenoja, Director, Enterprise Operations Mgt., General Motors Corporation
10:40am-11:30am
Q & A Panel: Maturing & Integrating an IT Service Management Program in a Highly Outsourced Environment - Track 7 Maturing and integrating an IT Service Management Program in a highly outsourced environment seems to be a common challenge within the industry. At this Q & A panel discussion, join leaders from various ITIL disciplines within Ameriprise Financial as they tell all about launching their individual functional silos and how they managed to mature into an efficient and effective overall enterprise wide team.
This lively discussion will span the ITIL Service Delivery and Support framework by touching on the strategic delivery of the Service Desk, Incident, Problem, Availability, Service Level, Release, Change & Configuration Management, all within a highly outsourced Organization within a two year span. This session will provide a unique opportunity to gain insight on how to launch a program while ensuring all of the components deliver as one.
Highly Outsourced Environment= Outsourced and Out-tasked Vendors
Speakers: Jack LaPitz, Operational Availability Manager/Interim Availability Program Manager, Ameriprise Financial Mollee J. Lessman-Bobusch, Leader, Problem Management Team, Ameriprise Financial Ian Klink, Business Consultant, Ameriprise Financial Scott Woker, Technologies Director, Ameriprise Financial Carey Smith, Monitoring Program Manager, Ameriprise Financial
11:30am-12:30pm
Lunch in the Expo Hall
12:30pm-1:30pm
Closing Keynote: The DNA of Information Technology Service Business Attendees hear a lot in the media these days about the importance of IT and how IT should be run like a business. But what does it take to run IT like a services business? Like any other business, transformation of IT to a true business model needs careful strategy, planning and execution. Strategy is all about where and how to compete. Key ingredients to the "how" are people, process and technology. This leads to the formula:
ITIL Service Management (what) + Business Management Practices (how) = DNA of Information Technology Service Business
The combination of ITIL framework and business management practices leads to a deeper understanding of what it takes to run IT like a business in this global economy. Careful consideration should be given to the people side of the business, emphasizing the importance of managing attitudes and building an organization with the right skill-sets. In this keynote, a real-world example will be used to illustrate business management practices and how they apply to the IT service business. The speaker will demonstrate how a combination of macro economic factors, service industry trends and business fundamentals will shape the future of IT business.
Speaker: Ravi Nannapaneni, Manager - Strategic Programs, Intel Corporation
