Conference Breakfast Sponsored by Covestic The Future of ITSM
Awareness and adoption of Information Technology Service Management (ITSM) and the I.T. Infrastructure Library (ITIL) is at an all-time high for global corporations, yet surveys from computer industry magazines and research firms say that CEOs and executives continue to be dissatisfied with the return on their I.T. investments.
In this post-information age, what strategies and technologies can ITSM leverage to bring it to the next level and the realization of business value? This presentation will explore the current and future state of the ITSM marketplace and the coming integration of ITSM with business process management (BPM) and enterprise management. Speaker: Michael Maley, Certified ITIL Manager, Director, Covestic
8:30am-9:40am
Conference Welcome and Opening Keynote: Oxygen Not Included ™ Speaker: Alison Levine, Founder, Climb High Foundation
10:00am-10:50am
Delivering Real ITSM Value: From Humble Beginnings to the Model for IT Service Delivery - Track 1
ITIL® was initially brought into the Bank of New York as a way of enhancing IT processes within the distributed systems environment as part of a Windows Server 2000 deployment. The initial Change Management process was audited by The Federal Reserve and received extremely high marks. This got the attention of senior management and a program was put into effect to take ITIL® "wide" across the various IT domains within the bank. Most recently ITIL® is being used as the means to rationalize IT processes between the Bank and the IT departments of newly acquired Pershing Corporation.
This presentation will outline a variety of areas where ITIL® is delivering true value to the Bank, from easing the pain of mergers and acquisitions, to the establishment of a customer centric IT Service Management focus. Speaker: John C. DelRe, Assistant Vice President, Service Management Competency, Bank Of New York
10:00am-10:50am
Problem vs. Incident Management: Strategies for Effective Diagnosis and Root Cause Analysis - Track 2
Incident management is often the first process utilized when introducing a quality assurance framework to a service desk. Problem Management can assist incident management by providing management reporting on historical data and trend analysis. This session allows participants to differentiate between these two approaches and their impact on customer service.
Session overview:
Overview of Incident Management Process
Overview of Problem Management Process
Incident & Problem Relationship
Incident to Problem to Change Lifecycle
Problem Management Approach
Culture, Problem Solving, Metrics, Inputs & Outputs, Cause & Effect, Pareto Analysis, Major Problem Reviews
Service Level Management: The Cornerstone of Process Maturity - Track 3
Business dependence on IT, and IT alignment with business objectives defines co-dependence of modern business. However IT managers need proven tools and methodologies that help drive operations toward the elusive goal of alignment. The use of Service Level Management is a powerful mechanism for providing effective process and methods for maintaining critical IT business alignment in a complex environment of ongoing business and IT change. It is also a critical cornerstone for implementing process maturity in the other core process disciplines.
Learning Objectives:
How changing business objectives are reflected in changing OLAs/SLAs
How implementing OLAs/SLAs in both service desk and change management processes increases awareness of business goals, and reduces risk of missing them
How IT changes are communicated and planned with business management
Being able to change SLAs and the process of managing them allows IT to revise their rules - including raising the bar once SLAs are continually met - thereby continually increasing the value IT can deliver to the business
Speaker: Char LaBounty, Founder and President of LaBounty & Associates, Inc.
10:00am-10:50am
Delivering Asset and Configuration Management in a Highly Out-Sourced Organization - Track 4
While the delivery of a "Federated CMDB" is the right strategy for a highly out-sourced organization, sometimes it can feel like you are "Herding Cats". This presentation will describe the collaboration and creativity which was used to successfully launch the Ameriprise Financial Asset and Configuration Management (ACM) Program within an environment of competing configuration management interests and initiatives. This presentation will also share how the program delivered an integrated set of tools, processes and data management policies to establish the CMDB as the "System of Record" for the Ameriprise IT 'assets' and their relationships, and is delivering business impact information through reporting services and tool integration.
Agenda:
Program Benefits, Priorities & Approach
Asset vs. Configuration Management
The Ameriprise "Smart Sourcing" Framework
CMDB Data Management and Process Methodologies
Configuration Management Process Development
Implementation Road Map
How To Measure Success
Speakers: John Flannagan-Yurek, Lead Project Specialist – Service Management, Ameriprise Financial Chuck Bies, Senior Consultant, Aeritae Consulting Group
10:00am-10:50am
A CIO's Perspective: How to Sell and Deliver an ITSM Program by Understanding the Cost of Your Service Catalog - Track 5
The business community continues to cut costs to improve its viability - what is IT doing to understand and cut the cost of delivering the services in the Service Catalog?
In this session, Jack Klosterman will discuss finding a realistic, achievable, and supportable method of defining total costs by products (systems) as well as by enterprise components from a former CIO's perspective. He will define total costs of ownership for existing products as well as enterprise components and those that support the business of IT. Additionally, he will review how this perspective fits into an overall ITSM program and what challenges IT executives need to be prepared for in order to gain enrollment from the business as well as the IT community. Speaker: Jack Klosterman, Managing Director, Jacori Associates, LLC
10:00am-10:50am
ITIL® Groupies Restore Change Management - Track 6
This presentation will explain how Fairview Health Services, a large, integrated non-profit, multi-hospital health care system, began to mature its Change Management processes by using ITIL® as a foundation. The session will explain in detail how the organization got its staff to "think outside the silos."
Understand the starting point and where you want to go
Develop and appreciate your gap analysis
Create a plan that phases in the process implementation
Tools and process used to foster culture change (FSC, Impact Assessment Tool)
Establishing standards
Lessons learned from living in the process
The metrics and reports created to support the processes
Monitor process compliance
Speakers: Beth Gohdes, Director, Performance Improvement, Fairview Health Services Rhonda Christiansen, Director of IS Service Support, Fairview Health Services
10:00am-10:50am
The Lost World of Problem Management - Track 7
This session will address the confusion over the difference between Incident and Problem Management pervasive in the IT industry. Many organizations that declare that they are implementing ITIL® Problem Management are simply not doing it! What they are doing is Major Incident Management and referring to it as Problem Management. Therefore the "real" Problem Management is not taking place because they believe they are already doing it. This presentation explores the reasons for this confusion and how to avoid it. Speaker: Karen Ferris, Practice Manager, ProActive Services and winner of the President's Prize for best speaker at the itSMF Australia Annual Conference
10:50am-11:10am
Morning Coffee Break
11:10am-12:00pm
2000 Years Of Service Management - Track 1
Amazing as it may seem, the same issues have plagued IT for the last two millenniums. From the birth of Christ to the invention of the Printing Press to the invention of gunpowder, IT has been at the very heart of mankind's progress, its sheer insanity, and its lack of common sense and, in some cases, its demise. Join George Spalding as he carefully relives the history of IT Service Management throughout modern history. Speaker: George Spalding, Executive Consultant, Pink Elephant
11:10am-12:00pm
Five Change Systems Into One Does Go With Help From ITIL® and Disciplined Management of Metrics - Track 2
Air Products generates about 170,00 Incidents and over 6000 changes annually. During a 50-day peak period in 2004 nearly 1,000 changes were completed as part of a rollout of an ERP system upgrade. This activity was initially managed by five separate change systems. The ITSM team was committed to realizing major cost savings by implementing a single Change and Release Management system based upon ITIL®-compatible policies and procedure. In this presentation Larry Killingsworth will detail the approach used and especially the performance management system developed to track and report progress from adopting the ITIL® guidance. At the core of the management system is a real-time "forward schedule of change," which is used to drive all statistics, monthly scorecards against critical success factors, and improved visibility over the application change procedures resulting in cost avoidance approaching $500K in the first six months. Speaker: Larry Killingsworth, Manager, IT Process Development, Air Products and Chemicals, Inc.
11:10am-12:00pm
ITIL® Doesn't Matter – Results Do - Track 3
In May 2003 Nicholas Carr's article "IT Doesn't Matter" in the Harvard Business review prompted a torrent of debate with responses and rebuttals from around the world, including those from the likes of Bill Gates, Michael Dell, and about every analyst and technology publication. He clearly touched a major nerve and many believe he rendered a great service to the IT industry in this landmark article.
This presentation mimics this touchstone article by taking one side of an argument that's undeniably urgent and important to business leaders and IT management. Ian continues the discussion he started in the somewhat provocative book "I Think Something's Missing from ITIL…?", in stating that ITIL doesn't matter – results do.
With IT budgets representing one of the top five business expenditures and IT services a necessary cost of doing business many are looking to the promise of "higher quality at a lower cost", a rather tired mantra offered by the growing crowd of 'ITIL certified' consultants. There is no doubt that a carefully crafted service management strategy does deliver real benefit to the bottom line, but does ITIL really help, or are the rumors of it's inconsistencies, incompleteness, and high cost of implementation true?
Given the backdrop of today's IT challenges and the existence of a confusing array of frameworks such as Business Service Management and IT Service Management, the presenter forcefully argues for a more holistic approach to service management and exposes the true value of ITIL now, and as proposed by the planned 'refresh'. The presenter will endeavor to demonstrate where service management strategies have succeeded and failed, effectively conducting a 'due diligence' on any decision to 'implement ITIL', and explains how this approach, or one led by a dominant practice such as configuration management can be an utter waste of IT project time and resources.
Delivered by one of the industry's thought leaders and recipient of the itSMF USA Lifetime Achievement Award for 2005, this presentation is guaranteed to generate an enormous amount of controversy and debate, as well as dramatically change the way you approach an investment in service management and ITIL. If you want to understand the true value of ITIL, where and how it can it make a difference, if you should consider it at all, or just want to prepare for the water cooler topic for 2007, don't miss this session. Speaker: Ian M. Clayton, President, IT Service Management Institute®
11:10am-12:00pm
ITIL® and Software Development Process - Track 4
Is the successful implementation of ITIL® processes enough to ensure effective and efficient IT operations? The answer is NO. ITIL® processes alone cannot guarantee the success of an IT Service Management program; the software applications have to be designed to be manageable in the first place. For example, the goal of the Incident Management discipline in ITIL® is to restore service quickly. This goal cannot be achieved just by putting in place good incident management processes; good error handling and logging on the part of the software application is absolutely critical to the success of any incident management process. Dhiraj Gupta will explain why he believes that the application of the lessons of ITIL® to Software Development processes is absolutely critical to the success of an IT Service Management program. This presentation discusses several ITIL® derived Planning Areas that, if addressed as part of the Software Development process, will ensure a seamless deployment as well as smooth operation throughout the life of the software. Speakers: Dhiraj Gupta, Technical Manager, Progressive Insurance Mark Stehlik, Director of Policy Administration Systems, Progressive Insurance
11:10am-12:00pm
Implementing ITIL® & Attaining BS15000/ISO20000 Certification: What We Would've Done Differently - Track 5
Lise Kupke led the team that implemented ITIL® processes at The World Bank in Washington DC and ultimately led them to attain a BS15000 certification in September 2005. This session will detail the experiences of the organization during this endeavor including:
Things the team felt they did right in their ITIL®/BS15000 Implementation
Things they would have done differently given the opportunity
Things to consider before going to certification (Scope, timeline, resources, more)
Practical advice for anyone embarking on a similar project--both ITIL® implementation and BS15000 Certification.
Was it worth it? Benefits and downsides.
Speaker: Lise Kupke, IT Business Manager, The World Bank
11:10am-12:00pm
Visible Ops: Making ITSM Real in Your Organization - Track 6
General Motors has undertaken a massive initiative to implement ITIL® processes within its global IT operations and among its IT service providers. This effort has yielded significant benefits in process standardization, effective communication, and improved operational results.
One of the keys to success of this initiative has been a set of simple web-based "windows" into each of the processes that allows GM to manage its global operations. The visibility tools support each process and monitor each supplier's compliance to the processes. This has resulted in an effective operations management approach that is integrated across GM and its suppliers, globally, and 24/7.
The presentation will describe the approach, the business benefits, and several use cases that illustrate how process visibility can improve operational performance. Speaker: Rudy Wedenoja, Director, Enterprise Operations Management, General Motors
11:10am-12:00pm
Establishing and Implementing an IT Service Management Roadmap -- Where People, Processes, and Technology Fit In - Track 7
Do you know where your organization is headed in trying to implement service management? You can't get to your destination without the right vision and map. Learn how to develop and implement a roadmap that will keep you on course by providing:
Ongoing direction and focus
The ability to communicate a service management plan to management
A common frame of reference
The session, which is based on a case study for implementing service management, will help you assess your situation and objectives, define your roadmap, and identify metrics for success. It will describe the role of of people, processes and technology in helping to guarantee success. The session will also describe how to set and implement SMART goals - those that are Specific, Measurable, Achievable, Realistic and Time Related. Speaker: Atwell Williams, IT Director, Enterprise Service Management, BMC Software, Inc.
12:00pm-1:00pm
Conference Lunch Sponsored by NetIQ Change Management is Out of Control
Do you question what you're accomplishing during your change management meetings? Ever wonder how many changes are circumventing the process? Do you think the ITIL guidance confuses Change, Configuration and Release Management? Attend this session to learn how to streamline your Change Advisory Board meetings, gain visibility into change activities and effectively enforce change policies. Speaker: Travis Greene, Chief Service Management Strategist, NetIQ
1:00pm-2:00pm
Expo Hall Open - Lunch in the Expo Hall: 12:00 - 1:00pm
2:00pm-2:50pm
Service Management: Driving Cultural Change - Track 1
The implementation of Service Management within an organization is not just about the re-engineering of IT Service management processes. The success of Service Management implementation is highly dependant upon changing organizational culture. Prior to focusing on the implementation of various ITIL® disciplines, companies need to ensure that the appropriate governance structure is in place to support this cultural change and behavior shift. What are the expected benefits from this initiative? How will you measure success? Who is accountable and responsible for various decisions and actions? What happens when there are priority conflicts? When does this project end? In this session, Metavante and Gartner will discuss their practical experiences of implementing Service Management using the ITIL® disciplines and the necessary prerequisites to ensure success. Speakers: Daleen Fitzgerald, Business Strategy Manager, Metavante Corporation Shafqat Azim, Lead, Global IT Process Competency, Gartner Consulting
2:00pm-2:50pm
Sensible Business-based ITSM - Track 2
People look to ITIL® to tell them what to do - sometimes to the exclusion of looking to their business environment and their own personal and work experience.
This presentation will take a fairly personal and anecdotal look at common sense things and simple ways one might approach useful information and measures. These ideas are based on over 16 years of direct involvement in ITIL®. Ivor Macfarlane will discuss the business perspective end of the spectrum, building on his presentation at the 2004 itSMF USA Conference and exploring how this 'softer' approach is relevant even to ITIL® processes like Configuration management. Speaker: Ivor Macfarlane, Partner, Guillemot Rock
2:00pm-2:50pm
Raising Service Level Management to the Next Level - Track 3
So, you have taken your ITIL® Essentials course and you know what the Service Level Management process entails - you learned about SLA's, OLA's, UC's, service catalogs, etc. Now what's your next step? In this session, Mark Bradley, a seasoned IT practitioner, will review concepts, benefits, inputs/outputs of SLM, and real world experiences based on practical experiences.
Analyzing the benefits of delivering improved service quality
Successfully implementing Service Level Management (SLM) in your organization
Reviewing concepts, benefits, inputs/outputs of SLM based on real world experiences
Service Level Management (SLM) Myths
Prerequisites & Pitfalls
On-going Maintenance
Speaker: Mark Bradley, VP Infrastructure Senior Manager, JPMorgan Chase
2:00pm-2:50pm
Managing Demand for Capacity - Track 4
You've made great strides in defining your IT service catalog and you have a strong, standards-driven underpinning infrastructure. You've implemented good project management processes and are involved in major initiatives from their inception. How do you best utilize your limited capital dollars to meet the demand across your infrastructure? You still need to translate service catalog requests to specific technology platforms and make sure you have the ports, disk, and processing power to deliver the service.
In this session, Eric Ross will offer practical insights into managing investment to deliver needed Capacity. Speaker: Eric Ross, Technical Services Manager, BP
2:00pm-2:50pm
ITIL® and SOX 404 - Track 5
The implementation of ITIL® processes provides a solid foundation for the internal control structure that is needed to satisfy IT requirements for SOX 404 compliance. This presentation will draw relationships between the core ITIL® service management processes and SOX 404 required internal controls for IT. The discussion will provide an overview of SOX 404; an overview of IT general computer controls; alignment of ITIL® and SOX 404; tips on leveraging an ITIL® implementation for SOX 404 compliance and vice versa; and lessons learned from a company that has gone through their first year of SOX 404 compliance. Speaker: Buff Scott III, AVP, IT SOX Compliance Office, Assurant
2:00pm-2:50pm
Building an IT Service Catalogue - Practical Examples and Lessons Learned - Track 6
Deciding how to define and validate the services portfolio IT provides for its customers can be a difficult and often times an internally focused exercise. In fact, it shouldn't be either. It is critical to ensure that you don't lose sight of your goal - which is to design a Service Catalogue that not only aligns to services as perceived by your customers, but also enables alignment across IT in support of business goals.
This session will outline the path taken to implement Microsoft's business-aligned IT Service Catalogue. Attendees will benefit from lessons learned and will leave with practical advice and guidance regarding the design and implementation of a Service Catalogue, as well as some useful templates! Speakers: Jan Clausen, Senior ITSM Program Manager, Microsoft Corporation Jay Haripriyan, Service Delivery Manager, Microsoft Corporation
2:00pm-2:50pm
Implementing ITIL At MetLife - Track 7
In this presentation Kevin Sorenson will provide a brief overview of MetLife Enterprise Technology's journey to transform his organization's paradigm from managing technology to managing services by reengineering the infrastructure processes using the ITIL framework. They will then describe in detail the infrastructure they built to support this challenging endeavor. Specific topics will include Governance, Marketing & Communications, Training & Education, Measurement, and Strategic Process Improvement Plans. He will also discuss methodologies and tools put in place to ensure that process owners are able to improve their processes and will candidly talk about his successes, opportunities to improve, and future outlook. Speaker: Kevin Sorensen, Sr. IT Process Consultant, MetLife
2:50pm-3:10pm
Afternoon Refreshment Break
3:10pm-4:00pm
Simulation Speeds Design and Integration - Track 1
Intel's Information Technology Group designs, deploys and supports the information technology architecture and hardware/software applications for Intel. The IT group is also responsible for e-Commerce development, data hosting and delivery of Web content and services.
In this session, David Rojas will explain how Intel has created an operations simulation capability, which allows his group to visualize the big picture by seeing it happen, and to experience a holistic approach to People, Process, Technology and Automation that crosses organizations and functions and to practice behaviors making it feel more natural. This has enabled service blueprinting and process design to happen faster, improved the understanding of Service Management and the integration of People, Process, Technology and Automation before it's put into production. Speaker: David Rojas, Process Automation Manager, Intel
3:10pm-4:00pm
ITIL® - It's Not Just for IT Anymore - Track 2
ITIL® is a concept that has revolutionized IT organizations around the world. It's called the IT Infrastructure Library, ITIL® for short, because the library consists of a series of publications that describe a framework for delivering and managing IT services. However, these Service Management concepts can be used throughout non-IT organizations. This session seeks to encourage company leaders to think of their business in terms of services to customers, not only to improve the overall efficiency of operations, but also to make transparent the cost of the company's services.
Speaker: Molly Holladay, IT Service Management Architect, Bandag, Inc.
3:10pm-4:00pm
How to Design a Customer-Focused IT Service Catalog - Track 3
The Service Catalog is critical to ensuring that IT services align with the needs of the business. It also offers a way to market available services, standardize service delivery processes, establish achievable service levels, manage the associated costs, and track service quality. Wherever you are in your ITIL® initiative, the Service Catalog can provide the foundation for defining services and communicating with business customers and users.
This session is ideal for anyone responsible for managing, implementing, or advising in the development of an IT Service Catalog. Learn both the theory and the practice of creating and using a customer-focused IT Service Catalog, based on real-world examples in production today at leading Fortune 500 corporations. Speaker: Rodrigo Fernando Flores, Founder and Chief Technology Officer, newScale
3:10pm-4:00pm
A Project-based Step-by-Step Guide to Building a Successful CMDB - Track 4
You wouldn't write a check without making sure you had enough money in the bank to cover it. Each time you add or take out money, you assume the transaction worked flawlessly. This high degree of accuracy and timeliness can help you decide when you must make deposits to cover expenses.
Unfortunately, even when IT decisions are accurate and timely, the end result is not always successful. This is often the case with a CMDB. Knowing what you want and building a successful CMDB are not the same thing. Building a CMDB is a major project that requires time and careful planning. In this presentation, Malcolm Fry will explain how to build a project to create a successful CMDB using a project step-by-step approach. Speaker: Malcolm Fry, Executive Consultant, Independent Strategic Advisor to BMC
3:10pm-4:00pm
Phase Two of the IT Controls Benchmarking Survey - Track 5
Spending on IT audit is going up and more companies are adopting ITIL®. In this presentation, Gene Kim and Dr. Dan Phelps will share new research finding that the Pareto Principle applies to IT controls: 80% of the value can be derived by implementing 20% of ITIL® and CobiT. This session will be based on work done over the last six years with the IT Process Institute (ITPI), Software Engineering Institute and Institute of Internal Auditors, codifying the practices of high-performing IT organizations. Specifically, the presenters will discuss the ITPI Benchmark Survey of practice that identifies which IT controls to focus on in order to achieve operational goals. Speakers: Gene Kim, CTO, Tripwire, Inc. Dr. Dan Phelps, Information Scientist and Faculty Member, College of Information, Panama City Campus, Florida State University
3:10pm-4:00pm
Process Refinement and Process Management Leveraging CobiT, ISO20000 & ITIL® - Track 6
Allstate Insurance established an IT Service Management Center of Expertise (ITSM COE) in January 2004. The purpose of this team was the establishment and implementation of the ITSM Roadmap (10 ITIL® processes from Service Delivery & Service Support). The triggers for implementation were ITIL® prerequisites and CobiT maturity levels. To drive the implementation, the ITSM COE built out the CobiT maturity assessment process to assess the current state, determine the target maturity level, identify the GAPs and turn the GAPs into project requests that are submitted to the program management office and then the Enterprise Portfolio Management Office for final approval. Mike Agar will update his presentation from the itSMF USA Conference last year on leveraging CobiT and ITIL® best practices, along with the introduction of the ISO20000 standard for driving service management process improvement. The presentation will report on Allstate's progress with the ITSM Roadmap and experiences of the ITSM COE in helping one of Allstate's Line of Business IT organizations develop new processes and implement new tools to deploy Incident Management improvements. Speakers: Michael Agar, Lead Process Planning Consultant, Allstate Insurance Cathy Kirch, Technical Leader, Allstate Insurance
3:10pm-4:00pm
Panel: How Do I Select A Consulting Services Vendor To Help Me? - Track 7
I've got the ITIL books so why would I need to hire a consulting services vendor? How do consultants help an organization succeed? How can I go about selecting one that will provide me with the best bang for my buck? In what areas are consulting services vendors currently providing the most value to their customers? What areas are up and coming? Find out the answers to these as well as your questions about consultants in what will be a lively and insightful session with this panel of outstanding ITSM consultants. Moderator: Char LaBounty, Founder and President of LaBounty & Associates, Inc. Panelists: Andrew Brummer, Director, Process Management, Pepperweed Consulting Don Casson, CEO, Evergreen Systems, Inc. David Mainville, Co-Founder/EVP, Consulting-Portal, Inc.
4:20pm-5:20pm
Afternoon Keynote presented by Hewlett-Packard: The Next ITSM Revolution
Who knew that ITIL® and ITSM would catch on the way they have?
Ken Hamilton and Ken Wendle, founders, builders and past presidents of the itSMF USA saw the future 10 years ago and helped shape today's IT as a result.
What emerging concepts and technologies will have a similar impact on the future of IT? What movements and forces around the globe will exert their influence on this development?
This insightful, entertaining and fast-moving presentation will take a quick look back to illustrate how we arrived where we are today, as well as address many of the issues IT leadership is currently facing – or will soon be facing – in their ITSM initiatives.
Topics included are:
The ongoing need for agility and solid governance
The technology impacts of SOA, virtualization, and others
The ITIL evolution and its relation to other current and evolving best practice frameworks
The evolving roles of the itSMF and other global industry players
Potential threats and caveats
This content-rich, ITSM-focused presentation will explain how solid foundations being put in place today will set the stage for the next "big things" as IT continues to provide true business value. Speakers: Ken Hamilton, Founder/Past Chair itSMF USA; Director, HP Education Ken Wendle, Past-President itSMF USA; ITSM Lead, HP Software
5:30pm-7:00pm
Networking Reception in the Expo Hall-Sponsored by Infra
