IT Service Management Forum 2004

Monday, February 2 - Pre-Conference Day Agenda

7:00am-6:30pm

Registration
Please pick-up your badge in the Capitol Ballroom Foyer

10:00am-10:50am

ITIL – Past, Present and Future
In the second half of the 1980s, the UK government concluded that, while strong methods existed for the development of IT systems, there was little non-proprietary advice available for the management of IT services. It therefore set about creating a body of 'best practice' guidance for the live running of services, which it called 'The IT Infrastructure Library'.

In his presentation, Ivor will explore the ways in which “ITIL” has been put to the test over the intervening years, sometimes successfully, sometimes not; and the manner of its development since it was first created. He will discuss ITIL's role in the creation of an international standard for IT Service Management and the continuing relevance of the “infrastructure library” in the 21st century. He will also use practical examples of how training courses can help improve the performance of a service supply organization and the reasons for ITIL's growing international popularity as the foundation for Continuous Service Improvement Programs.
Ivor Evans, StAY Technologies

11:00am-1:00pm

itSMF Executive Overview
This Executive Overview of IT Service Management, presented by the itSMF (IT Service Management Forum), provides the attendee with a high level introduction to what it takes for an IT organization to achieve business and IT alignment, repeatable processes and demonstrable IT service value. It introduces the basic concepts of IT Service Management as described within the IT Infrastructure Library (ITIL). It focuses on taking a holistic approach to IT Service Management through the use of processes, their respective relationships and workflows. After attending this session attendees will understand how ITIL can improve IT operations.
Kevin L. McLaughlin, itSMF Practitioner Member and Service Manager Global Business Services Security Solutions, The Procter & Gamble Company

1:00pm-1:30pm

Lunch Break

1:30pm-4:00pm

ITIL and Government - Lessons Learned
Presentations by:
• Judith Alvarado, Change Coordinator, USDA National Information Technology Center
• Maria Ritchie, Manager of IT Service Management, Ontario Justice Enterprise
• Aaron Cheng, Director of IT Systems, Hydro One Telecom, Canada
• Dr. D. Akira Robinson, Computer Scientist, Department of the Navy

The Long and Winding Road: ITIL and Process Re-engineering
Process re-engineering is a road that is long, winding, filled with potholes, mud pits and unexpected hazards. Two years ago, the National Information Technology Center (NITC) began its journey to re-engineer the Change Management process. This presentation will follow the path that will answer:

Why we needed to re-engineer our process?

Why we decided to use ITIL “best practices”?

Why did we decide to use the existing tool and modify it to meet our needs?

How did we involve its employees in the development of the process and its tool?

What has been the response to the “improved” process?

What is next?

Judith Alvarado, Change Coordinator, USDA National Information Technology Center

Taking ITIL out of the books and into strategy and action
In this truly experiential based session, Maria discusses how using ITIL changed the IT focus of the Ontario Justice Enterprise (Ministry of Public Safety and Security and the Ministry of Attorney General) from system-based to service-management based. The Enterprise consists of approximately 1,000 locations with over 25,000 end users. She also uses illustrates what went well, what didn't and what went wow! Maria will share her approach to making service management a true reality, not just during implementation but also on an ongoing basis.
Maria Ritchie, Manager of IT Service Management, Ontario Justice Enterprise

What route should you take to implement ITIL?
The presentation will explore various approaches of using technologies to implement the ITIL processes - What are the considerations? What are the strategies to handle the legacy and existing systems? The pros and cons of these approaches as well as potential pitfalls will be discussed. Staff is another key factor to the success. How do you manage their expectations? More importantly, how to involve them?
Aaron Cheng, Director of IT Systems, Hydro One Telecom, Canada

ENTERPRISE NMCI: Forward to the Past & Back to the Future (Computer Scientist's Log, Grid Date 2024.02.03: Lessons to be Learned - Reflections on Processes of the Enterprise.)
Forward to the Past, twenty years & the day before yesterday, Dr. Robinson will take us on a visual tour of NMCI Circa 2004.02.01. Dr. Robinson will discuss several vital lessons THAT WERE learned Circa 2004: comprehending NMCI as an Enterprise; complete commitment to an IT Standard; acceptance of the rigor & discipline necessary to build & document repeatable & scalable processes & procedures; acknowledgement of the need to strive towards Enterprise Operational Process (EOP) integration; & comprehension of the inherent systemic nature of Enterprise Operational Processes (EOP).

Returning to the Future, Dr. Robinson will give us a glimpse of the ENTERPRISE NMCI in 2024. By allowing complete Technology & Process Convergence, the Intranet will become the Grid & the Grid will become the Enterprise. Thus, the computational power of the ENTERPRISE NMCI in 2024 will be a Grid -Technology based super-computer, made up of 400,000 processors residing on the desktops of Sailors, Marines & DoN Civilians around the globe. When these machines are idle, they will be put to work crunching weather simulations, ship design, global acoustic analysis & the other many various components of Network Centric Warfare. Technology & Process Convergence will bring about other innovations: Information Mining & Process Milling; Web Based, Reusable & Virtual Processes; & the Virtual Organization.

Dr. Robinson will then discuss the second lesson that WILL BE responsible for navigating ENTERPRISE NMCI to the future yet to come: Process Development Navigation by ITSM Process Gap Analysis (PGA) - examining the delta between the Current State Analysis (CSA), a slice in time of all EOP, compared to Industry Best Practice, Pre-ISO, ITIL standards.

NOTE: The statements & opinions expressed regarding the future directions of NMCI are not the official views, positions or plans of the PMO, PEO-IT, DIR NMCI or the DEPARTMENT OF THE NAVY, but rather those of the speaker's active imagination.
Dr. D. Akira Robinson, Computer Scientist, Department of the Navy

4:00pm-4:30pm

Break

4:30pm-5:30pm

Panel/Q&A
Throughout the day, experts have given us inside information why they chose the ITIL framework to help their IT Service Management improvement programs, their success and lessons learned. We learned about why the IT Infrastructure Library was created, how it was improved upon, how it will be updated. We also have a better understanding of its role throughout organizations both public and private and around the world.

This session will address questions from participants. Panel members include: