Conference Breakfast Sponsored by Plexent A Northrop Grumman & BSI Story.....from ITIL to ISO 20000 Certification
Organizations of all sizes and geographical dispersions are striving to align IT services with core business goals and customer requirements. Customers have become more services focused with a strong orientation related to service levels and costs.
This briefing will discuss the additional benefits of moving from an ITIL centric focus to an ISO 20000 certificated environment. The following points comprise a partial list of benefit areas that will be addressed during the briefing: IT strategy, scope, governance, regulatory compliance, security, risk management, budget management and cost reduction. Speakers: Doug Drake, Director of Central Management Operation Center, NGC John DiMaria, Product Management, BSI Management Systems Lance Wallace, Director of Technology, Plexent
8:30am-10:30am
Workshop #1
Making ITSM Real: Mapping to a Real Success Strategy
So you want implement Service Management using ITIL® guidance, now what? This two-hour workshop will provide insight on developing a strategy for designing and managing Service Management transformation success.
Topics will include how to recognize what stage your organization is in during the process of transformation, how to identify when cultural changes are necessary, and traditional organizational thinking/mind sets. Whether you are in the early stages of Service Management investigation, or well into the transformation process, this session will identify critical signs to help you improve and accelerate the adoption of Service Management. This session will outline steps that you can take to increase your chances of optimizing the transformation process and identify pitfalls to avoid to ensure that you are successful in navigating the ups and downs of the transformation process. Speakers: Jeff Nichols, Director, Gartner, Inc. Shafqat Azim, Lead, Global IT Process Competency, Gartner Consulting
8:30am-10:30am
Workshop #2
I'm Good to Go, So Now How Do I Implement All This Stuff?
You've read the books and attended Foundation training so are you now ready to implement ITSM? Sadly, the answer in most cases is no as what you have actually done is introduced yourself to the theory, which of course is a good start. Yet many organisations buy a tool to implement ITSM and wonder why they are not seeing the promised improvements. Does this sound familiar? Well if so, this workshop is for you.
The workshop takes a very practical approach to the key steps needed to implement the Incident, Problem, Change, Configuration and Service Level Management processes. This is not a theoretical session so do not expect to just sit back; it is a practical session that will involve the sharing of information between the attendees and will give you key take away' to apply to your implementation of ITSM and see some quick wins.
But process alone is not enough, nor is technology (untrue you say but trust me on this one!). One of the key reasons ITSM implementations fail is that companies fail to engage the people in the program and without that engagement you will never get your desired results. The workshop will also, from a practical perspective help you determine how to get employee engagement and what is available to help you with this. Speaker: Peter Doherty, ITIL Master, Senior Consultant, CA
8:30am-10:30am
Workshop #3
Measure What Matters, or - Put Down that Report, and Step Away from the Database!
Are you drowning in a sea of statistics, but you still don't seem to be getting anywhere? Does upper management want to see the reports, but they don't seem to care what the reports mean? Are you measuring some things just because you can?
This practical workshop session will help you to develop a methodology for selecting the right measurements to use to accomplish your business goals and to review and revise your measurements on an ongoing basis to meet the evolving demands of the business.
This session will address the various uses of measurements, the measurement methodologies that are in vogue and their relative merits, and how to avoid having the measurement itself turn into the objective.
Participants will be given sample situations and be asked to brainstorm on the right measurements to use to suite the need. Interactive participation is key in this session, so attendees should come prepared to become involved! Speaker: Lou Hunnebeck, ITSM Practice Director, CCN, Inc.
8:30am-10:30am
Workshop #4
The Big Divide: Obliterating the Wall between Application Development and Infrastructure
In large organizations, a major gap exists between AppDev and Infrastructure / Operations. Where is this gap originating and how can it be bridged? It is not enough to identify the touch points and interfaces between CMMi. What is necessary is an integrated view of IT and Enterprise Architecture, a strong project management methodology, and the necessary metrics [e.g. TCO, life cycle metrics] to minimize any gaps between AppDev and Ops. The topic will be illustrated with practical examples and best practices used at a major car manufacturer in Detroit and at other companies. Speakers: Gerben Verstraete, Sr. Solution Architect, Hewlett-Packard Company Jan D. Vromant, Solution Architect, Hewlett-Packard Company
8:30am-10:30am
Workshop #5
ISO20000 - What, Why and How?
This workshop will provide an introduction to ISO20000 covering what the standard is, the differences between BS15000 and ISO20000, drivers for achieving the standard, benefits to be gained, scoping and eligibility, and the certification process. The workshop will then discuss the journey from awareness to certification including structuring the project, determining how long and how much, and what the steps and milestones should be.
This workshop will present real world case studies and will include interactive audience participation. Speaker: Lynda Cooper, International Client Director, Fox IT
8:30am-10:30am
Workshop #6
The Anatomy of an itSMF Project of the Year
This presentation will discuss how one company embarked on an ambitious Service Management project to implement the framework globally. By the end of 2005, three phases of the project had been completed and process implementation was fully underway.
The success of this project earned this company the 2005 Project of the Year award presented by itSMF International.
Five key contributing factors were:
Program Scale: Across 5 physical regions and the Global virtual region
Program Scope: 6 integrated Service Management processes, end to end across the whole of the IT organization
Program Collaboration: Global program, Global Steering team, Global process owners, Regional project leads & Regional process teams
Program's Approach: Innovative training & communication techniques
Program's success criteria: Delivered on time, to budget and meeting its Vision. This seminar will present an overview of how to build & manage a successful IT service management project including lessons learned.
Speaker: Porter Sherman, Director, Service Improvement Implementation, UBS Investment Bank
10:00am-12:40pm
Expo Hall Open
10:50am-11:40am
Turning a Square into a Circle - Track 1
Severn Trent Water (STW) is a critical part of the UK's utility infrastructure, operating 24 hours a day and 365 day a year, with IT being fundamental to the success the business. IS Services and more particularly Service Management, operates within an environment that is a long-standing user of best practice and is certified to ISO9001 and BS7799. Over the last few years, the IT provision within STW has undergone significant change including outsourcing, later followed by re-insourcing.
This is the story of the transformation of the Service Management function, from organizational design through process re-engineering and cultural and behavioral change to heightened service metrics, culminating in improved service and customer satisfaction. This practical case study will cover many learning points at both a tactical and strategic level, giving the attendee a real view of how to turn a square into a circle. Speakers: Clare Peters, Head of Service Management, Severn Trent Water Natallie Welch, Service Support Centre Manager, Severn Trent Water
10:50am-11:40am
The "Best" of Problem Management: Launching Problem Management, and Adding More Value - Track 2
What should you expect when launching the Problem Management process in your organization? This session will discuss the reality of launching Problem Management and the critical connection to Incident Management, Change Management, and Configuration Management. Attendees will learn what critical process flows are necessary to ensure success with an organization that embraces Problem Management. Christopher Jones will share his experience in reacting to major incidents and changes and will discuss how to develop proactive efforts and how to use other processes as inputs to help ensure the most dangerous problems are avoided. Learn also what can and should be measured to help determine the greatest return on your investment. Speaker: Christopher Jones, Manager, Problem Management Process, MeadWestvaco
10:50am-11:40am
Aligning with the Business - Developing a Business Perspectives Group - Track 3
Information Systems must effectively align with their Business Partners in the organization to meet the challenges of today's business environment. In this session, attendees will learn some practical methods for designing and implementing a Business Perspective's approach that works. Developing a Business Perspectives Group that effectively works with Business Partners truly adds value to the organization. Attendees will gain a better understanding of what a Business Perspectives Group really does, indicators for success, and practical ideas for developing a Business Perspectives Group. Speakers: Sallie Kennedy, AVP of Technical Services, World Savings Renee Harwood, Business Perspectives Group, World Savings
10:50am-11:40am
Is Auto-discovered Data an Authoritative Source? - Track 4
Several tools exist that can generate large volumes of data about CI's, however, since a large component of Configuration Management is about Verification & Audit of CI data, it is necessary to determine what the discovered data will be compared against to determine how accurate it really is.
Discovered data should be used to verify manually generated and maintained data where it exists and as the authoritative source where it doesn't. How discovered data is used must be clearly communicated to its consumers so that they are fully aware of whether the data was verified in any way by control processes.
As discovered data becomes more reliable, an organization may choose to move more towards discovered data only, but this must be done very carefully until every detail of how the data is discovered is understood as well as what nuances each discovery tool brings. Speaker: Carlos Casanova, Director of Configuration Management, MetLife
10:50am-11:40am
Getting a Handle on Financial Management for IT Services - Track 5
As is the case with all ITIL® service delivery processes, financial management measurements, reporting and planning will improve and become more accurate over time. The key is to start sooner rather than later.
Expanding on her Computerworld byline article "Getting a Handle on ITIL®: Financial Management for IT Services: Secrets from an Outsourcer", in this session Margo Fullilove will share the benefits and the HOW of incorporating financial management into your ITIL® adoption program.
This presentation explains the transaction and consumption economics of IT service management and provides tips on how to define and capture the three key data points needed to successfully develop a ROM-"rough order of magnitude" model that will allow your organization to benchmark and track the costs and return on investment of your ITIL® adoption efforts. Speaker: Margo Fullilove, ITSM Program Manager, Siemens Business Services, Inc.
10:50am-11:40am
Under the Covers - the Nuts & Bolts of Operational Level Management - Track 6
This session will provide a look at how Air Products & Chemicals, Inc. implemented the underlying OLA process and tied in the metrics to support the service objectives and IT Goals. Janice Evans will explain the decision to structure the OLAs for the IT Infrastructure organization (about 350 people globally) and will provide examples of OLAs and scope documents (a method that Air Products designed to make the OLA structure more manageable). This session will also take a look at how Air Products tied KPIs, Process and OLA metrics to a single scorecard and discuss what worked and what didn't work along the way. Speaker: Janice W. Pianelli, ISD Service Mgmt Process Lead, Air Products and Chemicals, Inc
11:40am-12:40pm
Lunch in the Expo Hall
12:40pm-1:30pm
Moving from Training to Understanding ITIL® Processes - Track 1
This presentation will address the tricky topic of teaching the processes, specifically Change, Configuration and Release Management, to an audience of 400+ users across North America. It will describe the approach taken to educate users before, during and after implementation, and explain how Unilever is approaching ongoing training, and post implementation reviews of the implementation. It will also cover what to expect when training such a large audience, what worked well, and advice for others on their implementations. Speaker: Peter Norris, Release Manager, Unilever
12:40pm-1:30pm
How Do You Spell CAB in Portuguese? A Change Management Journey - Track 2
In 2005 General Motors successfully implemented an initiative to establish a single change management process across its entire global footprint and across all IT suppliers. The story of GM's journey will be the subject of this presentation, covering the following subtopics:
Context of a multi-supplier IT outsourcing environment
Objectives of the initiative: accountability, visibility, and standardization
The control improvements built into the process
The global scope of the initiative
The outcomes and benefits GM has achieved as a result of this initiative
Lessons learned
In addition, the concept of "integration management" will be introduced as a process implementation accelerator. This concept is a key feature of GM's "third generation outsourcing" environment. Speaker: Dianne Smock, Director, Global Production Control, General Motors Corporation
12:40pm-1:30pm
Exceptional IT Service Delivery - Optimizing the Supply/Capacity Equation to Client Demand - Track 3
Moving from the historical IT supply chain mindset, which is always full of either shortages and overages due to inaccurate forecasting, to an IT Client Demand driven capability takes a thorough understanding of the variables involved. This presentation will focus on the frameworks (Lean Six Sigma, CobiT) processes, and other practices that are needed to implement this transformation and will discuss how to apply these processes to improve the effectiveness and efficiency in corporate IT operations. Speaker: Steve Wrenn, Sr. Director, IT Service Management, Liberty Mutual Insurance
12:40pm-1:30pm
Enough of Another Configuration Management Database: Why Federation Works - Track 4
A cornerstone of every ITSM implementation is a federated CMDB that effectively integrates multiple authoritative sources of information and uses automatic discovery to ensure simple, low cost maintenance. To achieve the business perspective, a CMDB should be implemented with service dependency mapping as the basis for the schema, which enables business aligned processes for Change/Configuration, SLA Management, Problem Management, and Financial Management. This session will present real world customer examples to demonstrate best practices for building the right reference framework, enabling federation with the right forms of replication, and building processes on the CMDB to meet business objectives. Speaker: Robin Purohit, VP, Application Management Products, Mercury Interactive
12:40pm-1:30pm
Affecting State IT Planning & Budgeting through ITSM - Track 5
This presentation will describe the approach used by the State of Florida as it attempted to get a handle on state agencies' spending for IT operations. The initiative began in 2003 and has involved teaching IT, budget, and administrative managers from 28 independent agencies how to plan and estimate their IT spending needs using ITSM principles. Florida has completed its second round of data collection through the state planning and budgeting process. This data is used by the state legislature to make budgeting decisions relating to common IT services. This session will provide details of the pilot and first two years of implementation of the state's new planning and budgeting process for IT. The speakers will share lessons-learned and future vision. Speaker: Coleen Birch, Chief Legislative Analyst, Florida Legislature
12:40pm-1:30pm
Case Study: Lehman Brothers Implementation of ITSM and ITAM - Track 6
The presentation will review scope, approach and lessons learned of Lehman Brothers Global IT Service Management and IT Asset Management program focusing on CMDB implementation to provide complete IT asset management for IT services, hardware and software from both an operational as well as financial perspective. Speaker: Michael Smith, Vice President, Lehman Brothers
1:45pm-2:45pm
Final Keynote: CobiT & ITIL®: Synergy in Action!
IT Governance is a hot topic in the industry and Erik Guldentops is the father of CobiT, the IT Governance framework. Erik, with his long industry experience, is a forward thinker and has long acknowledged the position and importance of the ITIL® framework. Erik will brief conference attendees on where IT Governance is going and how we can leverage it as industry professionals to drive "Business Alignment". Speaker: Erik Guldentops, CISA, CISM, Advisor to the Board of the IT Governance Institute
