Event Hours: 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 Premier Sponsor: Platinum Sponsor: Gold Sponsors: Media Sponsors: Event Public Relations: Hosted By:

CONFERENCE AT A GLANCE
"IT Service Management - What is it?" Pre-Conference Day - Monday, February 2, 2004
7:00am–6:30pm Registration Please pick-up your badge in the Capitol Ballroom Foyer
10:00am–10:50am ITIL – Past, Present and Future Presented by Ivor Evans
11:00am–1:00pm itSMF Executive Overview Presented by itSMF practitioner - Kevin L. McLaughlin
1:00pm–1:30pm Lunch Break
1:30pm–4:00pm ITIL and Government - Lessons Learned Judith Alvarado, Maria Ritchie, Aaron Cheng, Dr. D. Akira Robinson
4:00pm–4:30pm Break
4:30pm–5:30pm Panel/Q&A
5:30pm–6:30pm Welcome Reception Sponsored by itSMF USA and Jupitermedia
Day 1 Agenda - Tuesday, February 3, 2004
7:00am–6:00pm Registration Please pick-up your badge in the Capitol Ballroom Foyer
8:45am–9:00am Conference Welcome and Introduction
9:00am–9:50am Opening Keynote Karen Evans, Administrator, Office of E-Government and Information Technology
Track 1	Track 2	Track 3
Introducing IT Service Management - The Strategy Track	Implementing Service Management - Tactics for Federal Government Agencies, Civil and Military	Implementing Service Management - Tactics for State and Local Government
10:00am–10:50am
ITSM Integration in the U.S. Army Enterprise Infostructure Transformation	Building Foundational Strength for Today's USAir Force	Getting Started with ITIL: A Case Study
11:00am Expo Hall Opens
11:00am–11:50am
Value of Service Management in Government	Four Steps To Build Effective ITIL Change Management Processes To Fulfill Control Requirements: FISMA, FEA, NIST 800-26, FIPS-199, and More…	ITIL Incident Cycle and Workflow Process Automation
12:00pm–1:30pm Lunch Break
12:30pm–1:00pm Product Spotlight: Security Patch Management using Microsoft Systems Management
1:30pm–2:20pm
Exploring How ITIL Supports Government Mandates Such as FEA and FISMA	Improving Mission Capabilities Through Mature ITSM	Panel: Value of ITSM in a State Agency
2:30pm–3:20pm Afternoon Keynote Congressman Tom Davis of VA and Chairman, Government Reform Subcommittee on Technology and Procurement Policy
3:30pm–4:20pm
Should We Implement ITIL?	A Successful Fortune 500 ITSM Implementation Case Study	Doing More IT with Less: Servicing the Correctional System in the Commonwealth of Pennsylvania
4:30pm–6:00pm Networking Reception
Day 2 Agenda - Wednesday, February 4, 2004
7:30am–3:30pm Registration Please pick-up your badge in the Capitol Ballroom Foyer
Track 1	Track 2	Track 3
Introducing IT Service Management - The Strategy Track	Implementing Service Management - Tactics for Federal Government Agencies, Civil and Military	Implementing Service Management - Tactics for State and Local Government
7:30am–8:45am Breakfast Roundtable: A Logical Approach to IT Service Management in Smaller Agencies
9:00am–9:50am Morning Keynote Vance Hitch, Chief Information Officer, Department of Justice, Cyber Security and Privacy Chair, CIO Council
10:00am Expo Hall Opens
10:00am–10:50am
Merging Methodologies – ITIL, CMMI and ISO	Irresistible Force Meets Immovable Object: ITIL and Government Mandates	Bring ITIL to Local Government
11:00am–11:50am
Lessons From Procter & Gamble's Implementation of Service Management	Panel: Federal Agencies and ITSM - Lessons Learned	Strategies for Implementing Service Level Management
12:00pm–1:30pm Lunch Break
1:00pm Expo Hall Closes
1:30pm–2:20pm Afternoon Keynote Rick Devenuti, Corporate Vice President, Chief Information Officer, Worldwide Services Organization, Microsoft Corporation
2:30pm–3:20pm
Panel: Mapping ITSM to FEA	The IT Service Management Performance Challenge	The Journey from Chaos to Process at the State of Michigan
3:30pm–4:20pm
Applying ITSM to the Development of Better Business Cases (Exhibit 300)	Application Service Management - A Practical Approach

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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