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Pre-Conf. Day: ITSM - What is it?
February 2: 10:00am - 6:30pm
Conference Hours:
February 3: 8:45am - 6:00pm
February 4: 7:30am - 4:20pm
Expo Hall Hours:
February 3: 11:00am-6:00pm
February 4: 10:00am-1:00pm
Registration Hours:
February 2: 7:00am - 6:30pm
February 3: 7:00am - 6:00pm
February 4: 7:00am - 3:30pm
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Agenda - Day 1 - Tuesday, February 3
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Click on a track title for more information:
Track 1: INTRODUCING IT SERVICE MANAGEMENT - THE STRATEGY TRACK
Track 2: IMPLEMENTING SERVICE MANAGEMENT - TACTICS FOR FEDERAL GOVERNMENT AGENCIES, CIVIL AND MILITARY
Track 3: IMPLEMENTING SERVICE MANAGEMENT – TACTICS FOR STATE AND LOCAL GOVERNMENT
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| 7:00am-6:00pm |
Registration
Please pick-up your badge in the Capitol Ballroom Foyer
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| 8:45am-9:00am |
Conference Welcome and Introduction
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| 9:00am-9:50am |
Opening Keynote
Karen Evans, Administrator, Office of E-Government and Information Technology
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| 10:00am-10:50am |
ITSM Integration in the U.S. Army Enterprise Infostructure Transformation - Track 1
The President's E-government agenda, the Federal Enterprise Architecture, the Clinger-Cohen Act, and the Department of Defense Business Management Modernization Program are all driving forces in the Army Enterprise Infostructure Transformation. The Army Knowledge Management Implementation Plan spells out steps the Army must take to satisfy federally mandated, overarching requirements. The Army must reduce total cost of ownership for IT while moving to a performance-based service approach. The Army's Network Enterprise Technology Command (NETC) has adopted a Service Management paradigm based on the Information Technology Infrastructure Library (ITIL) to provide and measure services to Army customers. This presentation will discuss the NETC effort.
Thomas J. Berezny, Consultant, U.S. Army Networks Enterprise Technology Command
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| 10:00am-10:50am |
Building Foundational Strength for Today's USAir Force - Track 2
Global responsibilities for the Pacific Air Force Command (PACAF) stretch from bases in Korea, Japan, and Guam, to Alaska and Hawaii, to the remote island of Diego Garcia. Ensuring combat readiness means an ever-increasing dependency on complex distributed systems and a need for greater, faster information flow. This challenge led PACAF to seek effective methods to increase operational rigor and discipline. With enterprise partners Dell and Microsoft, PACAF identified the need to ensure the stability of foundational service support processes; change, configuration, release, incident and problem management. By assessing process maturity along with service monitoring and control, PACAF was able to define implement process improvements.
Lt. Colonel Karlton D. Johnson, Commander, Pacific Air Force Command (PACAF), PACAF Computer Systems Squadron, Hickam Air Force Base, HI
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| 10:00am-10:50am |
Getting Started With ITIL: A Case Study - Track 3
The City of Oklahoma City's Information Technology department is responsible for providing support for technology-based communication and information systems throughout the city.
Since the city is responsible for delivering efficient and effective services to all of its citizens, IT wanted to take advantage of the cost-efficiencies that result from streamlining service management processes through best-practice standards.
The first step was to find an application that could provide support to the widest range of business needs, with built-in flexibility to match specific service-level requirements and provide IT professionals with more choice of tools to support strategic ITIL direction. This presentation covers the decisions made on the early road to ITIL implementation.
David Grothe, Manager Systems, Oklahoma City, OK
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| 11:00am |
Expo Hall Opens
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| 11:00am-11:50am |
Value of Service Management in Government - Track 1
There exists a mandate for government agencies to deliver high-quality services to their customers, including taxpayers, businesses and other levels of government, in the face of increasing competition for budgets that are stagnant or declining at most agencies. Yet several agencies are struggling or are simply unable to deliver and support services at the required cost/benefit ratios. Using examples of recent cases and situations, this presentation will first highlight some of the causes behind these shortcomings. It then proposes how ITIL-based service management can create value where little seemed possible, by enabling inter-agency collaboration, communication, and automation in the delivery and support of services.
Lester Diamond, Assistant Director of the U.S. General Accounting Office
Majid Iqbal, Project Scientist, Institute for Software Research, International Carnegie Mellon University
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| 11:00am-11:50am |
Four Steps To Build Effective ITIL Change Management Processes To Fulfill Control Requirements: FISMA, FEA, NIST 800-26, FIPS-199, and More… - Track 2
The Federal Information Security Management Act (FISMA) has placed high demands on government agencies to improve federal information security by permanently authorizing and strengthening key information security requirements. While the intent is good, the combination of FISMA’s strict requirements, high expectations and complex compliance doctrines along with fewer staff members and dwindling budgets have left agencies feeling overwhelmed.
In this presentation, Gene Kim and Kevin Behr will provide examples of ways to certify, accredit and report on the IT change controls, and provide a four step process for ensuring that the necessary preventative, detective, and corrective controls are in place and are adding value back to the organization. By creating a change management process using the ITIL framework, organizations will not only be able to fulfill the audit requirements, but also increase service levels (e.g., MTTR, MTBF, change success rates) and decrease cost (e.g., % of unplanned, unscheduled work, server/system administrator ratios). By the end of the four steps, organizations should not only have all the necessary processes in place, but they will also have ongoing documentation being generated regularly to show auditors that the controls are working.
Kevin Behr, CTO, IP Services
Gene Kim, CTO and co-founder, Tripwire, Inc.
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| 11:00am-11:50am |
ITIL Incident Cycle and Workflow Process Automation - Track 3
Ramsey County Property Records and Revenue Business Technology has 160 internal customers and supports 25 systems and a variety of desktop software packages.
Business Technology joined forces with Ramsey County (Minnesota) information services that serve 600 customers along with the Ramsey County information services network and programming staff that serves the county. They selected a tool that allowed them to create an automated ITIL business workflow process to track all day-to-day calls.
The goal was to have a single point of contact to track all day-to-day calls for the county and have each department be able to monitor their own calls along with fulfilling their own business rules.
Sue Majerus, Ramsey County, MN
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| 12:00pm-1:30pm |
Lunch Break
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| 12:30pm-1:00pm |
Product Spotlight in Salon G:
Security Patch Management using Microsoft Systems Management Server 2003: What's in your toolkit?
Presenter:
Jim Moeller
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| 1:30pm-2:20pm |
Exploring How ITIL Supports Government Mandates Such as FEA and FISMA - Track 1
As awareness of ITIL and IT service management continues to grow in the government sector, more and more agencies are wondering how they can use existing best-practice process guidance in support of government mandates like the Federal Enterprise Architecture (FEA) and the Federal Information Security Act of 2002 (FISMA). This session will discuss how this guidance not only helps bring stability, availability, and manageability to government IT services but also helps satisfy certain requirements imposed by these mandates.
Shawn LaBelle, Operations Solutions Architect, Microsoft Corp.
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| 1:30pm-2:20pm |
Improving Mission Capabilities Through Mature ITSM - Track 2
Many government and commercial organizations are looking for a better understanding of how their IT resources and services support key business/mission capabilities. The goal of this approach, often termed “Business Service Management” or BSM, is to maximize IT’s value to the critical business capabilities of an organization by understanding, in real-time, the impact of incidents, problems and changes on the health of the business.
This session will detail how an approach that emphasizes the management of IT services can improve IT's support and value to the core missions of a government organization. It will provide an overview of BSM and how it is dependent on mature ITSM.
Mitch Kenfield, SR. Manager, Service Management Practice, BearingPoint, Inc.
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| 1:30pm-2:20pm |
Panel: Value of ITSM in a State Agency - Track 3
Moderator:
Michael F. Meuser, IT Consultant, State of California, California Teachers Retirement System
Panelists:
J. Andrew “Andy” Atencio, Manager of I&T, City of Greenwood Village, CO
David Grothe, Manager Systems, Oklahoma City, OK
Jackie Jones, Service Level Manager, Ministry of Transportation, Ontario Government
Bob McDonough, IT Manager, Process Development and Support, State of Michigan Department of Information Technology
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| 2:30pm-3:20pm |
Afternoon Keynote
Congressman Tom Davis of VA and Chairman, Government Reform Subcommittee on Technology and Procurement Policy
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| 3:30pm-4:20pm |
Should We Implement ITIL? – Track 1
Should we implement ITIL? A fair question… but just what does it mean to "Implement" ITIL? Is it desirable? Is it even possible? Learn what the focus should be and how ITIL is only a means to an end. This fast-paced, entertaining presentation provides practical perspectives on ITIL and true IT Service Management with a keen focus on the business perspective.
Ken Wendle, Senior Solution Architect, HP OpenView, Hewlett Packard Company
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| 3:30pm-4:20pm |
A Successful Fortune 500 ITSM Implementation Case Study - Track 2
Headquartered in McLean, Virginia, Capital One Financial
Corporation has grown in less than seven years to become one of the largest
providers of MasterCard and Visa credit cards in the world. This success is
built on the Information Based Strategy to offer and manage consumer lending
and auto loan products. IT operations is in the critical path of every
company function. Martin will review Capital One's 6 years of ITSM lessons
learned in getting started, maturing the ITSM processes, and integrating
ITSM with other IT and Business processes.
Martin Erb, Servitect, Capital One Financial
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| 3:30pm-4:20pm |
Doing More IT with Less: Servicing the Correctional System in the Commonwealth of Pennsylvania - Track 3
Providing high value, Commonwealth-aligned IT services to 15,000 employees who support over 40,000 inmates in 27 Correctional Institutions and 21 additional locations, depends on the availability and growth of many critical IT services. Achieving this goal under existing budget and resource constraints presents an even greater challenge. With already solid people and technology assets, the Pennsylvania Department of Corrections (DOC) sought to optimize via the critical process piece of service delivery. Preferring not to recreate the wheel, they looked to the IT industry for established IT Service Management principles. Through their existing support relationship with Microsoft, DOC identified ITIL and the Microsoft Operations Framework (MOF). With help from Microsoft Services, DOC began identifying the present state of Change, Release, and Configuration Management in order to create a Service Improvement Program. By moving down this path, IT management is seeking to enable better data-driven decision making in order to certify to the DOC Executive Team and the Governor's Office of Information Technology the efforts and value IT provides to the goals of the DOC and the Commonwealth's Criminal Justice System.
Clair Bange, Jr., CIO, Bureau of Management Information Services, Pennsylvania Department of Corrections
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| 4:30pm-6:00pm |
Networking Reception
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| 6:00pm |
Expo Hall Closes
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Sponsorship/Exhibitor Inquiries: To learn about the integrated marketing sponsorship and exhibitor programs available, please contact:
Companies Beginning with A-M
Elaine Mershon, Director of Sales, emershon@jupitermedia.com, (508) 533-4995
Companies Beginning with N-Z
Peter Westerholm, Account Executive, pwesterholm@jupitermedia.com, (203) 662-2917
Registration questions please contact our Registration Department at registration@jupitermedia.com or 203-662-2857.
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