| CONFERENCE AT A GLANCE |
| Sunday, September 18, 2005 |
| 3:00pm–7:00pm Early Registration
|
| 5:00pm–6:30pm EDS - Welcome Reception Sponsor
|
| Monday, September 19, 2005 |
| 7:00am–7:00pm Registration |
7:30am–8:20am Conference Breakfast Sponsored by IBM
The 7 Immutable Laws of IT Service Management: A Practical Approach to ITIL®
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, CIO, Caterpillar |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
Track 5 |
Track 6 |
Track 7 |
| Starting the Journey to Best Practices |
Designing & Building Process Architecture |
Growing Your ITSM Implementation |
Solving IT Leadership's Compliance Challenge |
Measuring, Metrics and Service Levels |
Outsourcing and Organizational Change |
Talking Shop |
| 10:00am–10:50am |
Sanofi- Aventis: From Silos to Service Management
|
Building the Service Chain: Back to the Future
|
Process, People & Technology: Liberty Mutual IT's BPI Success Story
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IT Governance: Where IT and the Business Meet
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New ITSM Metrics: Beyond the Measurement
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First 100 Days: Transforming the Organization with Speed and Care
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Implementing ITIL®, Where Do I Start?
|
| 11:05am–11:55am |
Building a Real Configuration Management Database Quickly and Accurately
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Implementing ITSM: 6 Steps To Results In One Year
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IT Service Management: Practical Best Practices
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From Cost Center to Business Partner Using CobiT and ITIL®
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Implementing Service Level Management at Air Products
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EVIDENTLY FEAR IS NOT A FACTOR FOR YOU... Maybe it Should Be, Align with the Business or be Outsourced
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Track 4 Panel
The IT Leadership Balancing Act: Compliance, Cost and Performance
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12:00pm–1:00pm Conference Lunch Sponsored by NetIQ - Expo Hall Open
Building Security Into Your Service Management Strategy
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®
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Why You Need a Configuration Management Database: Where ITIL® Fits In |
A Pragmatic Approach to Configuration Management
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BS 15000 Certification in the U.S: ITSM System in Operation
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Financial Management: How to Influence Behavior and Gain Customer Confidence
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ITSM & Distributed Sourcing: It's Not a Question of "If " but of "How"
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Track 2 Panel
Moving to a New Process Architecture: All at Once or Incrementally?
|
| 3:05pm–3:55pm |
Starting from Scratch
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Financial Management of IT Assets at Bank of America: A Success Story
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Change Management: Don't Let it Knock Your SOx Off!
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Best Practices for "Managing the Business of ITTM"
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A Statistical Approach To Prioritizing ITIL® Processes And Controls
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The Implementation Quagmire: Methods & Madness and Somewhere In Between
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Track 3 Panel
Gaps: Your Gateway to Excellence
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4:10pm–5:20pm Afternoon Keynote:
How ITIL® Links Business and IT: Lessons Learned and Best Practices from HP and Its Customers
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 |
| |
| Tuesday, September 20, 2005 |
| 7:00am–6:00pm Registration |
7:30am–8:20am Conference Breakfast Sponsored by Oblicore
Trends and Best Practices in Service Level Management
Steve Piper, Sr. Director, Marketing, Oblicore, Inc. |
8:30am–9:45am Morning Keynote: Partnering: The Secrets of Great Relationships
Chip Bell, Founder, The Chip Bell Group |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
Track 5 |
Track 6 |
Track 7 |
| Starting the Journey to Best Practices |
Designing & Building Process Architecture |
Growing Your ITSM Implementation |
Solving IT Leadership's Compliance Challenge |
Measuring, Metrics and Service Levels |
Outsourcing and Organizational Change |
Talking Shop |
| 10:00am–10:50am |
How to Fail at IT Service Management (Without Really Trying)
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Case Study: Implementing IT Operational Excellence at SIAC
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Sneaking-up on ITIL®
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Using CobiT & ITIL® to Drive ITSM Implementation
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Financial Management: What Does a Service Really Cost?
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Microsoft Management Overview: Delivering on the Dynamic Systems Initiative
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Track 1 Panel
It is Always Best to Start at the Beginning - or is it?
|
| 11:05am–11:55am |
ITSM: The Next Ten Years
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Using ITIL® to Design an Enterprise Architecture Function
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Case Study: Implementing Incident Management at JM Family Enterprises
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How to Assess Your Capability to Provide Quality, Cost Effective Services
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Driving Service Improvements through Better Measurements
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Organizational Readiness and ITIL®: Ensuring Your ITIL® Initiative Will Succeed
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Track 5 Panel
Measuring Your ITIL® Program
|
| 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
Bill Flemming, IT Intelligence Strategic Concepts, SAS
|
| 2:00pm–2:50pm |
Welcome to the Real World
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Planning to Implement IT Service Management
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Aligning IT to the Business Perspective
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The IT Strategy Management Process
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The Transformation to Delivering IT as a Service
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Powering the People Portion of Your ITIL® Efforts
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Track 6 Panel
Organizational Change Caused by ITIL® Implementations
|
3:05pm–4:15pm Afternoon Keynote:
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 |
| |
| Wednesday, September 21, 2005 |
| 7:00am–12:30pm Registration |
| 7:30am–8:30am Continental Breakfast |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
Track 5 |
Track 6 |
Track 7 |
| Starting the Journey to Best Practices |
Designing & Building Process Architecture |
Growing Your ITSM Implementation |
Solving IT Leadership's Compliance Challenge |
Measuring, Metrics and Service Levels |
Outsourcing and Organizational Change |
Talking Shop |
| 8:30am–10:25am 2-Hour Workshops |
So You Bought Books - Now What?
|
Leadership Challenge - Navigating the Matrix
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Communication & Training: Creating/ Refining Your Plan
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Top 10 Reasons to Not Attempt an ITIL® Implementation in 1 Year
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Benchmarking w/ COBIT and ITIL®
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IT Organizational Structures: The Good, the Bad and the Ugly
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How Sprint Implemented Six Process Areas and a New Tool All at Once
|
| 10:00am Expo Hall Opens |
| 10:40am–11:30am |
Sorting out the Change/ Request/ Incident/ Problem Dilemmas
|
ITIL® - Can You Scale it Down?
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Achieving Operational Excellence in the State of North Carolina
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A Case Study: Expanding From ITIL® to Strategic IT Business Management
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Metrics, KPIs and Dashboard: Tools for Continuous Process Improvement
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Using ITIL® to Address the Tower of Babel in a Multi-Supplier Environment
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Q&A Panel: Maturing & Integrating an IT Service Management Program in a Highly Outsourced Environment
|
| 11:30am–12:30pm Lunch in the Expo Hall 11:30 - 12:30 (Expo Hall Open 10:00 - 12:30) |
12:30pm–1:30pm Closing Keynote: The DNA of Information Technology Service Business
Ravi Nannapaneni, Manager - Strategic Programs, Intel |
| 2:00pm Post Conference Training Begins |
