Conference Breakfast Sponsored by Oblicore Trends & Best Practices in Service Level Management
ITIL, the Information Technology Infrastructure Library, has become the global standard for IT service management. Today, organizations should be asking the following questions: What is the business case for adopting ITIL? How do you measure the business value created by ITIL implementation? And how can technology enable these measurements within the organization? Erik Hille, director of product marketing at Oblicore, will explain how technology can be used to enhance and improve the measurement of ROI and compliance with ITIL. Speaker: Erik Hille, Director of Product Marketing, Oblicore
8:30am-9:40am
Morning Keynote: Apollo 13: A Successful Failure Speaker: Captain James Lovell, (Apollo 13) Author of Lost Moon
10:00am-10:50am
Are Your People "Pigs" or "Chickens"? - Track 1
Are your people committed to service improvement, or just involved? If you're not sure of the difference, think "ham and eggs". In order for us humans to enjoy this dish we merely need the chicken to be involved - but the pig is committed!
So how do you recruit, motivate and retain the right people?
One criticism that is often leveled at ITIL® is that it doesn't address people issues. In this session, Aidan Lawes will address some of the key factors that need to be taken into account when implementing a service improvement program. Speaker: Aidan Lawes, CEO, itSMF UK & International
10:00am-10:50am
Implementing ITIL® Processes - A Pragmatic Approach - Track 2
This session will present an overview of the methodology and approach used to develop detailed Business Processes for managing a major Federal Agency's IT Environment. The speaker will provide real life examples of the techniques and tools used in creating Service Management processes and sub-processes. Outlined will be proven facilitation approaches used to gain buy-in from stakeholders and process owners. Examples of the documentation for key processes and interfaces supporting application development migration into the IT operating environments will be presented. Throughout the presentation, actual examples will be provided including process models, process flows and metrics. Speaker: J. Benjamin Moore, Jr., Principal, Sprit Consulting Group
10:00am-10:50am
IT Service Level Management: Decomposition to Implementation - Track 3
Many IT organizations are struggling with the definition of an IT Service and the associated instrumentation required to accomplish Service Level Management Best Practices. They are looking for guidance on a number of key approach questions including:
How do you define a service?
How do you decompose the service to required levels to support analysis and design?
How do you instrument the service components to capture required metrics?
What are the six key steps in SLM?
Will provide direction to actual ITIL® SLM Best Practices implementation.
In this presentation, attendees will learn how services were defined, objectives identified, and a Service Component Map built for a key IT Service that supports the Dairy Management business process. The speakers will discuss how that information was used to define the design of both the process and technology required to instrument the IT Service for performance metrics capture. Speaker: Karen Semonson, IS Operational Services and Support Manager, Foremost Farms USA
10:00am-10:50am
Taking Control of Software Deployments Through Release Management - Track 4
Wells Fargo acquired Strong Financial on January 1, 2005. Strong was built with an entrepreneurial spirit that flowed throughout the company, including the IT Department. Although Strong's IT was technologically advanced, it lacked controls commonly found in larger IT shops. One of these areas was release management, particularly application programs developed in-house. Developers had access to deploy software to production environments. This practice was immediately flagged by Wells Fargo as a compliance issue.
Wells Fargo determined that the release management function in ITIL® would be an excellent resource as they looked to add the proper controls to their environment. This session will examine their journey into compliance, including the successes and challenges. It will discuss the necessary integrations with change management and configuration management along with the creation of a first generation DSL. Speakers: Ritch Houdek, Technology Manager, Wells Fargo Liz Bart, Technology Manager, Wells Fargo
10:00am-10:50am
ITIL® & Six Sigma - Track 5
What do you get when you cross a Six Sigma Black Belt and an ITIL® Service Manager? That question and more will be answered in this presentation which will discuss how the Allstate Insurance Company utilized the tools and techniques of Six Sigma and the best practices of ITIL® to create a Enterprise Problem Management process. It will also address how the improved process "speaks" to the Problem Management team to assure Voice of the Customer's (VOC) concerns are aligned with the Voice of the ITIL® Problem Management Process. Attendees will learn a practical approach to applying these techniques in their own companies. Speakers: Jerry Sherman, Enterprise Problem Management Process Leader, Allstate Insurance Kevin Pugh, ITSM Process Architect, Allstate Insurance Company
10:00am-10:50am
How Interpretation of ITIL® Equaled Success at City of Oklahoma City - Track 6
Like many government organizations, the City of Oklahoma City faced tough times with IT losing nearly 26 percent of its staff and city leaders demanding better levels of service. It was decided to give ITIL® the chance to be the basis for an improvement initiative. As a descriptive set of best practices ITIL® was interpreted and integrated into an ITSM roadmap targeting real and immediate results. This presentation will detail how a combination of ITIL®, executive support, practitioner-led ITSM training, and a good understanding of the issues and core technology produced demonstrable success, including:
300 percent improvement in output
Downtime reduced from 200 hours per year to less than 10
SLA's based on OLAs
Reports itemizing the service configuration items (CI), their assigned tier of service or level of importance, issues, and associated management costs
Confidence restored in the capabilities of IT
Speaker: Mark C. Meier, Director of Information Technology, City of Oklahoma City
10:00am-10:50am
Panel: Tools, Tools, Tools - Track 7
You know you need tools to support your processes but when and how do you select ones that will be a help not a hindrance? What's the best way to tie tools to your process? When should you inject tools into your process? What will be coming next into the ITSM tools arena? We will explore these and other questions related to technologies that can make, or if done improperly break, ITSM processes. Join this unique group of panelists with decades of ITSM tool experience for this interactive session where you can ask them the hard tool questions you want answered. Moderator: Char LaBounty, Founder and President of LaBounty & Associates, Inc. Panelists: Rob Bernhardt, Director of Sales, Stroma Service Consulting Inc. – Marval Group NA Michael Byerly, Director, Product Management, Symantec for Veritas Configuration Manager Michele Hudnall, Director, Service Management, Managed Objects Eric Nelson, Sr. Technical Consultant, Forsythe Technology Michael Mueller, Chief Operations Officer, Casewise Systems Inc.
10:50am-11:10am
Morning Coffee Break
11:10am-12:00pm
Implementing ITIL® - Track 1
This session will discuss Thomson Transaction Services (TTS) 2-year efforts to implement Configuration Management, Incident Management and Problem Management, and improve Change/Release Management.
Thomson engaged consultants to perform assessments of five market groups and to create working teams to develop policy and procedures to be used through the corporation. TTS has implemented many of the policies/practices and is developing plans to implement more. The organization's CMDB now has information on all production servers and storage. All incidents are captured and problem reviews held as appropriate. Change Management now captures all changes to applications and infrastructure and is used to keep CMDB current. The Change approval process has been refined and is enforced. Management buy-in and support has been critical. Speaker: Paul Hypki, VP - Risk Management Officer, Thomson Financial
11:10am-12:00pm
Practical Experiences Implementing Problem Management - Track 2
A mid-sized Health Care company implemented Problem Management because reducing business interruptions can provide significant near-term benefits. In addition, the reduced support calls and increased customer satisfaction free scarce resources to add business value. One key challenge in successfully implementing Problem Management is re-focusing the thought processes to recognize or determine root cause(s) and design efficient and effective ways of removing these known errors. Another key challenge is culture change: encouraging the removal of a known error from the infrastructure rather than the repeated resolution of incidents ('fire fighting'). This presentation will illustrate how this company tackled the challenges of implementing the Problem Management process by discussing the: implementation strategy, organizational structure, process integrations, tools used, communication vehicles, challenges faced, the impact of technology, pilot results, and lessons learned. Speakers: Barry Vornbrock, Independent Consultant Ted Marks, Senior IT Service Management Consultant, Pepperweed Consulting, LLC
11:10am-12:00pm
Delivering Real-Time Benefits - Track 3
This case study will describe how one organization successfully implemented Configuration, Performance, Capacity and Availability Management. However, the biggest challenge was implementing Capacity and Configuration Management (CMDB) into an environment that had a very large IT infrastructure supporting over 4,200 venues and processing over 480 million transactions per year. The strategic benefits from successfully implementing these ITIL® processes has been:
Increased protection for the IT Infrastructure
Increased service level, availability and customer satisfaction
Strategic change in IT service management culture
Enhanced processes that are compliant with ITIL®
Savings of $1m per year in addition to those previously realized
In this session Ken Doughty will discuss the challenges inherent in implementing Configuration and Capacity Management, explore the benefits realized through the implementation of these processes, and provide an understanding of the lessons learned in implementing the processes. Speaker: Ken Doughty, Manager, Risk Management, ING Australia
11:10am-12:00pm
Six Sensible Steps Towards Implementing ITIL® Capacity Management - Track 4
ITIL® describes Capacity Management as one of ten ITSM processes within two books, Service Support and Service Delivery. This session will describe the approach in regular use by many sites in the pragmatic implementation and enhancement of Capacity Management over the years. The speaker will introduce the use of Six Sigma techniques to improve the measures of performance of a process. He will describe the use of the CMM layers to help assess current levels of implementation and strategic targets for improvement. The presentation will expand this to provide explicit edicts at the level of detail appropriate for practical decisions on the implementation of capacity management and the steps to achieve it. It will incorporate some of the "business as usual" practices and reports necessary to maintain a capacity management regime in terms of both performance management and capacity planning. Speaker: Adam Grummitt, Director, Metron Technology Limited
11:10am-12:00pm
Case Study: The Story of a Successful ITSM Implementation at Lucent Technologies - Track 5
This case study will tell the story of how Lucent Technologies implemented twelve IT Service Management and Identity Management processes and tools over a 12-month period. The session will include a review of the key drivers, methodology, results of the implementation and impact on the 2005/2006 Sarbanes-Oxley internal and external audits. The speaker will demonstrate how a significant number of ITSM processes and tolls can be implemented in a short timeframe with the right implementation strategy and management focus. Speakers: Sheila Bridge, Director, IT Operational Controls, Lucent Technologies April Paresi, Hewlett-Packard
11:10am-12:00pm
Service Level Management: When the Customer Says, "No!" - Track 6
This case study will discuss the implementation of the first Service Delivery process at E.ON U.S. - Service Level Management. The presentation will focus on how E.ON U.S. embarked on its ITSM process re-engineering project for SLM and what happened when it was time to implement. The project team spent considerable time redesigning the SLM process by integrating some ITIL® best practices into the new process and creating a service catalog (which won Honorable Mention in the 2003 IT Innovation Contest sponsored by our parent Company, E.ON AG of Dusseldorf), SLA template, OLA template, and new KPIs. The process was implemented, but what happened next surprised many. E.ON U.S. customers said they no longer needed SLAs! This presentation will reveal how E.ON U.S. responded and how the company modified its redesigned SLM process to fit the needs of the business. Speaker: Jay Stuart, Service Level Administrator, E.ON U.S. Services LLC
11:10am-12:00pm
Awareness and Education: Art of the Start - Track 7
The State of California Department of Technology Services is a newly consolidated department and is educating the entire staff about ITIL®. In July 2005, the state combined two large data centers, and a major network unit to create a complex and multifaceted IT department serving hundreds of other government organizations. The organizational change, complexity and consolidation gave us a demanding context for continuing our ITIL® initiatives.
We're building the ITIL® buzz in diverse ways, and can reveal how small steps can be effective. Using ideas from the popular and visionary author Malcolm Gladwell's book Tipping Point, we can share how some Awareness Campaign efforts were better able to reach the right people for a greater effect.
The presentation describes our significant initial phases and timelines, to reach and teach diverse members of our IT and business community. The purpose of the presentation is to share the measurable accomplishments from our initial steps. Speaker: Barbara Haven, Project Manager, Technology Services, State of California
12:00pm-1:00pm
Conference Lunch Sponsored by IBM Take Back Control with IBM IT Service Management
Take back control of your IT environment and discover how to better manage the business of IT by joining John Gordon, Program Director of Strategy, IBM Tivoli Software. See the latest technology enhancing IBM IT Service Management, which helps customers make ITIL actionable and enables them to deliver more efficient and effective IT services that are tightly aligned to their business goals. Gordon will discuss IBM's leading-edge technology that integrates and automates IT processes across the enterprise - including the ITSM platform, innovative new Process Manager solutions, and a suite of enhanced management products. Speaker: John Gordon, Program Director of Strategy & Planning, IBM Tivoli Software
1:00pm-2:00pm
Expo Hall Open
2:00pm-2:50pm
Process Introduction Teams (PIT) - A Model for Doing ITIL® Yourself - Track 1
Tarrant County IT, the third largest county in TX, decided to implement ITIL® themselves -- without relying on outside process engineers. Tarrant County IT wanted to learn how to implement ITIL® and then involve the entire IT department in the process design and implementation. Approaching ITIL® adoption as an IT project, Pete Rizzo, IT Director of Operations, and Jan Allred, IT Project Manager, implemented the concept of the "PIT" - a Process Introduction Team, to their organization. The PIT process brought line staff, supervisors and managers together on equal footing as a team with the goal of defining their new processes, adopting existing procedures to conformance, and perhaps most importantly, institutionalizing the new process framework. Members of the PIT from all levels of management became the owners and messengers of Tarrant's new processes. In this session the speakers will discuss the benefits of the PIT and discuss how Tarrant staff viewed the PIT concept and the benefits that came from the PIT process, and the organizational benefits of learning how to "Do IT Yourself." Speakers: Pete Rizzo, Director of Operations, Tarrant County, TX Jan Allred, Project Manager, Tarrant County, TX
2:00pm-2:50pm
The Downs and Ups of a Knowledge Management Implementation - Track 2
This presentation will discuss the best practices utilized in the implementation of a Knowledge Management Solution in a Service Desk environment. It is a real case study of a large software organization that decided to implement Knowledge Management in its service centre and will detail the trials and tribulations that were experienced and finally the benefits that were gained. Speaker: Mark Rae, Sales Manager, KPS
2:00pm-2:50pm
Breaking the Code: How CIOs are Leveraging ITIL® to Improve Business Performance - Track 3
Focused around a theme described within the best-selling book by Dan Brown called "The Davinci Code," this session focuses on expertise gleaned from working with CIOs and other IT executives within Fortune 500 companies to leverage ITIL® and other best practice quality initiatives like CMMI, ISO and CobiT to improve business performance. Often, IT line executives believe that these quality initiative make good business sense to implement and will provide significant value, but often they struggle to articulate the benefits in business terms. This presentation takes an insightful, interactive approach toward addressing these challenges and speaking in terms that both IT and business executives will understand - including the bottom-line. Speakers: Christian Iantoni, Founder and Managing Partner, Five9 Technologies Denise Underwood, Regional Vice President of Service Delivery, Five9 Technologies
2:00pm-2:50pm
The CMDB: Myths and Realities - Track 4
Of all of the processes described in ITIL, the CMDB has been subject to more interpretation, guidance, discussion and head-scratching than all of the other processes. The reason is that until recently a fully populated and 'working' CMDB was like Bigfoot, an object of skepticism for the majority, but a reality for a very few. In this presentation we will describe a CMDB vision that is conformant with ITIL concepts, that fulfils expectations, and that is a reality today! Speakers: Brian Johnson, Practice Manager, CA Joe Loveless, Product Marketing Manager, CA
2:00pm-2:50pm
Applying ITIL® in Regulated Environments - Track 5
Approximately one-third of itSMF USA practitioners operate in highly regulated industries such as pharmaceuticals, biotechnology, healthcare, banking and insurance. IT managers in these industries must comply with a dizzying array of complex regulations that govern the operation and maintenance of software, computer and network systems. ITIL® provides a strong foundation for IT managers who work in regulated environments. Unfortunately, ITIL® provides little or no guidance on how to manage IT systems in compliance with government regulations. In this session, Keith Parent will present a new model for operating in regulated environments that is based on the ITIL® framework. The model, known as Good Systems Practice, provides IT managers with the tools they need to map ITIL® to the regulatory regime with which they must comply. The end-result is an ITIL®-based approach to regulatory compliance that relies on reliable and repeatable standard operating procedures. Speaker: Keith Parent, CEO, Court Square Data Group, Inc.
2:00pm-2:50pm
An ITSM Implementation: Successes and Lessons Learned - Track 6
There is much more to implementing processes than meets the eye. In fact, the process part is easy...it's changing the culture and behavior of people that is the real challenge! In this session, Sheri Cassidy will showcase some of the successes and lessons learned during Progress Energy's implementation journey over the past four years. She will profile the overall program management and organizational change management strategies the company employed to support several process implementations and the evolution of a continuous improvement culture through training and education, process management and accountability, program/project management and communications. Sheri will share some of the insights Progress Energy gained through experience with cross functional teams versus change agents, the benefits and dangers of metrics, and will demonstrate some communication tools and techniques that actually work! Speaker: Sheri Cassidy, Process Engineering Services Manager, Progress Energy
2:00pm-2:50pm
Panel: Do I Really Need Training and Certification? - Track 7
How much, if any, ITSM training do you and others at your company need? Is there a positive ROI on Training? What's the value certification provides and how does it differ among the different types of ITSM related certifications? How do I choose a training vendor? What are the advantages and disadvantages of providing our own internal ITSM training at my company? These are just some of the questions that will be addressed in this interactive session with this panel of training and certification professionals.
Moderator: Char LaBounty, Founder and President of LaBounty & Associates, Inc. Panelists: Wayne Benz, Business Development Representative, EXIN Lou Hunnebeck, ITSM Practice Director, CCN, Inc. Peter Norris, Release Manager, Unilever
2:50pm-3:10pm
Afternoon Refreshment Break
3:10pm-4:00pm
The Human Side of ITIL®: The Service Catalogue - Track 1 Speaker: Patrick Bolger, Director of Hornbill Systems Limited
3:10pm-4:00pm
Service Management Approach to Incident Management - Track 2
ITIL® describes utilizing a service management approach to Incident Management. In this case study, South East Wisconsin based ProHealth Care, in conjunction with Maryville Technologies, will discuss why they chose this Incident Management approach and will present the business justification and value which helped them in the decision-making process. Attendees will learn how ProHealth Care evaluated services to manage, decomposed the services to determine how to handle specific Incidents, and then tied these to common Incident Management tools facilitating consistent handling and automation of these Incidents. This session will present the implementation approach utilized, a description of how the tools supported the overall process, and the approach results. Speakers: Cynthia Overby, Manager, Network Services, ProHealth Care Dennis Melchi, Senior Systems Engineer, Maryville Technologies
3:10pm-4:00pm
IT Service Portfolio Management - Using ITIL® Concepts to Prove Business Value - Track 3
In this case study, Markus Schweizer will discuss how an organization is connecting Project Portfolio Management, Service desk and IT Asset Management with the help of ITIL® best practices to better align with business expectations and establish more cost transparency. The client (Oakland County, MI) is in the middle of a multi-year implementation strategy adapting processes to integrate with their recognized best practice for Project Portfolio Management. Step by step elements of IT operations will be added to a 'Service Portfolio Framework' to better quantify the cost of IT. Foundational processes are Incident, Problem Change and Configuration Management. The latter is using an IT Asset Portfolio Management approach that closely integrates with the Service Catalog. IT Financial Management will be a future step to complete the Service Portfolio Management Lifecycle. Speaker: Markus Schweizer, Associate Director, Protiviti
3:10pm-4:00pm
ITIL® Capacity Management: Getting a Handle on Demand - Track 4
The Integrated Capacity Program, developed at one of the world's largest financial institutions, took a corporate approach to demand management for this geographically dispersed and technology diverse organization. ITIL was chosen as the best practices framework. This presentation will cover how ITIL-based capacity management across multi-dimensioned distributed organizations was implemented with the goal of establishing business aligned, collaborative planning. Areas covered include:
The Company Overview
Dimensions
Silos
The Organization's Challenges
Reactive
Uncoordinated Demand
Threshold Breaches
The ICP Project
Integrated Capacity Program
ICP Project Scope
Assessment
Demand and Resource Management
Reporting
Capacity
Overview of Capacity: Business drivers, inputs and outputs of capacity
Components of and interfaces to capacity management
Demand sub-process and its organizational implications
The Company's ITIL Capacity Management assessment: process, tools and reporting
Recipe for building Demand Management to ensure continuous process improvement
The Demand Plan: Purpose, contents, and audience
ITIL roadmap to capacity management maturity
Metrics, KPIs, and analysis for business and strategic decisions
Resource planning driven by modeling and just-in-time provisioning
Speaker: Norman Dee, Senior Consultant, The CMX Group
3:10pm-4:00pm
The 5 Requirements for Accurate, Predictive Service Management - Wringing Out Uncertainty - Track 5
LTC Longarzo and COL(Ret) Thigpen fielded ITSM at the US Army War College and Carlisle Barracks Pa. Based on their experience and extrapolating against their previous Army and Joint Staff experiences, they developed the underpinnings for a model with 5 keys to success including: best business practices for service support/delivery; supplementing with CobiT; ISO20000/ISO17799; ITSM enabling systems, and quality assurance audits.
They will also discuss near, mid and long term opportunities within a DOD environment of Global War, security concerns and growing legal responsibilities for governance and validation by supporting contractors. They will use two examples (combat fire mission and Pharmaceutical processes), and working backwards from an audit and quality assurance perspective, will demonstrate the need to prove that what you intend to execute is what will happen. Speakers: LTC (Ret) Michael Longarzo, Deputy Chief Information Officer, US Army War College COL (Ret) Gordon Thigpen, US Army
3:10pm-4:00pm
Continuous Improvement in IT Service Management - Track 6 Speakers: Clare Henry, Group Program Manager, Microsoft Solutions for Infrastructure and Management, Microsoft Corporation Stewart Cawthray, (CISSP. ITIL Service Manager, MCSE), Technical Product Manager, Windows Enterprise Management Division, Microsoft Corporation
3:10pm-4:00pm
Service Management - The Answer is Yes and Here's The Cost - Track 7
IT managers have historically been trapped into determining the business value of the various systems and services IT provides. For far too long, IT has been responsible for evaluating the risks, costs, and business value, and then deciding for the business whether to add or stop services, systems, and projects. This is a no-win situation for IT managers that MUST be changed.
The new role of the IT Manager is:
Know the services IT provides
Know the costs, availability, capacity, etc. of their services
ALWAYS say, "Yes, and here's the cost."
It is the responsibility of the business, not IT, to evaluate whether there is enough business value to justify the cost of a system, service or new project. It is the responsibility of IT, not the business, to determine how to deliver whatever the business deems valuable and will pay for.
This session will provide guidance for IT managers, directors, and CIOs by demonstrating a solid service management model that can transform the CIO role from one of "hated nay-sayer" to one of valued business partner. Speaker: Tim Sulzberger, Manager, Service Management Office, Bandag, Inc.
4:20pm-5:20pm
Afternoon Keynote: ITIL®: The New Generation
The new version of ITIL® is upon us and Sharon Taylor, the Chief Architect of ITIL® and a respected industry leader, will lead conference attendees through an inside look at this massive project and what the new version of ITIL® will look like. Sharon will detail what has changed and why, the value of it, and when the new ITIL® will hit the marketplace. Speaker: Sharon Taylor, Chief Architect for ITIL Version 3 Project; President Aspect Group
5:30pm-6:30pm
Special Event in the Expo Hall
6:45pm-7:15pm
Networking Reception - Marriott Hotel
7:15pm-9:00pm
Dinner/Membership Meeting/Entertainment - Marriott Hotel
