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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 2 - Wednesday, February 4
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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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| 7:30am-3:30pm |
Registration
Please pick-up your badge in the Capitol Ballroom Foyer
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| 7:30am-8:45am |
Breakfast Roundtable: A Logical Approach to IT Service Management in Smaller Agencies
Join us for breakfast in an exchange of ideas and a roundtable discussion in "A Logical Approach to IT Service Management in Smaller Agencies". IT Service Management’s main focus is to support and deliver the IT services that are appropriate to the business requirements of the organization or agency. Whether it is a small or large agency, ITIL provides a comprehensive, consistent and coherent set of best practices. Smaller agencies have limited time, budgets and resources, yet IT Service Management can be implemented to any level or degree that is deemed necessary. In doing so, you’ll know for certain, that these processes and methodologies will provide an economical service that is reliable, coherent and of the highest quality.
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| 9:00am-9:50am |
Morning Keynote
Vance Hitch, Chief Information Officer, Department of Justice, Cyber Security & Privacy Chair, CIO Council
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| 10:00am |
Expo Hall Opens
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| 10:00am-10:50am |
Merging Methodologies - ITIL, CMMI and ISO - Track 1
It seems as though every industry has a methodology and standards body these days. ITIL was developed to deal with the complexities of delivering IT service to the customer. CMM and its most recent incarnation, CMMI was created to guide software and system engineers through development. ISO9000 focuses on quality, repeatability and with the latest ISO9000-2000 includes elements of continuous process improvement. How do these methodologies overlap and support one another? What other methodologies are missing to complete the puzzle? The presenter will discuss how ITIL can integrate with these other relevant process methodologies.
Bob Costa, Systems Architect, Electronic Data Systems (EDS)
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| 10:00am-10:50am |
Irresistible Force Meets Immovable Object: ITIL and Government Mandates - Track 2
Access controls, management control, configuration management, vulnerability assessment, intrusion detection systems -- these IT government mandates are not optional. They are required. Can ITIL “best practices” co-exist or even integrate with these regulations? Should federal, state and local agencies have common languages and methodologies in support of these mandates? Is ITIL part of the answer? This session addresses these and other critical questions that must be answered by all in the public IT service industry.
Judith R. Alvarado, Change Coordinator, USDA/NITC
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| 10:00am-10:50am |
Bring ITIL to Local Government - Track 3
The philosophy behind the development of an IT Service Management structure is the recognition that all commerce including local government agencies are increasingly dependent upon IT to satisfy their aims and meet their business needs. How do you take the service level mentality in most local government agencies and apply it to Information Technology? Defining your IT services which you provide to your internal or external customers is crucial. This presentation focuses how we identified our IT services and how they are measured in the City of Greenwood Village, CO.
J. Andrew "Andy" Atencio, Manager of I&T, City of Greenwood Village, CO |
| 11:00am-11:50am |
Lessons from Procter & Gamble's Implementation of Service Management - Track 1
This presentation will include lessons from Procter & Gamble's Service Management deployment from 1998 to present. Among the topics will be the impact of organization design, common processes and financial considerations (including cost savings) and customer service. The presenter will illustrate the impact of size and global operations and how the government sector can learn from industry global operations of IT. Scalability and size of operation impact will reviewed. In the presentation, action steps will be provided for attendees to take back to their own organization. The impact of outsourcing for IT operations also will be reviewed.
Morton Cohen, Senior Manager: Performance Management, Hewlett Packard Company
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| 11:00am-11:50am |
Panel: Federal Agencies and ITSM - Lessons Learned - Track 2
Moderator:
Bob Costa, Systems Architect, Electronic Data Systems (EDS)
Panelists:
Joseph Bergera, Senior Vice President, Worldwide Marketing, InfoVista
Judith R. Alvarado, Change Coordinator, USDA/NITC
Lt. Colonel Karlton D. Johnson, Commander, Pacific Air Force Command (PACAF), PACAF Computer Systems Squadron, Hickam Air Force Base, HI
John Marciniak, Global Solutions Consultant, Compuware Corporation
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| 11:00am-11:50am |
Strategies for Implementing Service Level Management - Track 3
Implementing ITIL processes within the Ontario Government's Ministry of Transportation (MTO) has helped MTO transform itself into a totally efficient, service management-based organization. This session will cover MTO's journey through the development and implementation of service level management, including how it leverages the service desk and service desk tool to link/map service requests and incidents to services defined in the IT Service Catalogue. The presenter also will detail how SLM defined IT services and applied them to end-to-end business application solutions, developed associated Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) directly related to service delivery.
Jackie Jones, Service level manager, Ministry of Transportation, Ontario, Canada
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| 12:00pm-1:30pm |
Lunch Break
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| 1:00pm |
Expo Hall Closes
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| 1:30pm-2:20pm |
Afternoon Keynote
Rick Devenuti, Corporate Vice President, Chief Information Officer, Worldwide Services Organization, Microsoft Corporation
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| 2:30pm-3:20pm |
Panel: Mapping ITSM to FEA – Track 1
Moderator:
Dave Nichols, President, MacKAY Management USA LLC
Panelists:
Thomas J. Berezny, Consultant, U.S. Army Networks Enterprise Technology Command
John Keane, CIO, MELE Associates, Inc
Hank Marquis, Product Manager, Opticom
Beverly Wileman-Pratt, Managing Editor, ITSMWatch.com
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| 2:30pm-3:20pm |
The IT Service Management Performance Challenge - Track 2
This session will look at the changes in legislative requirements such as the Clinger-Cohen Act and OMB Circular A-11 that require federal government departments to alter the manner in which they deliver and are accountable for IT services. Compliance within forward-thinking IT departments has led to the implementation of ITSM and the use of ITIL to reform IT and meet these requirements. This session will reference two case studies and how the lessons learned are being utilized to enhance the delivery and quality of services while reducing the cost of services delivered.
Robert Stroud, Senior Vice President, Strategic Alliances, iCanSP
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| 2:30pm-3:20pm |
The Journey from Chaos to Process at the State of Michigan - Track 3
Data Center Operations (DCO) has served as an incubator for innovative ITIL-based service management initiatives for the State of Michigan. This session will focus first on efforts at DCO to move from a state of chaos to process-based activities. Second, the experience of defining ITSM goals, performing a gap analysis and implementing the five ITIL Service Support processes in sequence will be highlighted along with lessons learned and captured metrics. Finally, the steps toward leveraging these efforts across all of the state's IT organizations will be presented.
Bob McDonough, IT Manager, Process Development and Support, State of Michigan Department of Information Technology
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| 3:30pm-4:20pm |
Applying ITSM to the Development of Better Business Cases (Exhibit 300) - Track 1
Federal (and state) agencies are under increasing pressure to demonstrate the value of their IT projects by both demonstrating a return on investment (ROI) on the projects and linking the projects to specific business outcomes. Federal agencies in particular must address these issues through the Exhibit 300. ITSM provides a framework for answering many business case questions relating to performance measures, risk assessment, performance-based contracting, etc. This presentation will focus on the application of ITSM to the development and maintenance of successful business cases.
John Keane, CIO, MELE Associates, Inc.
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| 3:30pm-4:20pm |
Application Service Management - A Practical Approach - Track 2
John Marciniak, Global Solutions Consultant, Compuware Corporation
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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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