Track 1: Introducing IT Service Management - the strategy track
Chairman Dave Nichols, President, MacKAY Management USA LLC
CIOs face many challenges: improve ROI, increase service levels, and enhance security—all while maintaining flat budgets and headcount. How can CIOs meet these objectives? They can do this by fundamentally changing how the organization operates through IT Service Management.
IT Service Management [ITSM] is a set of processes that cooperate to ensure the quality of live IT Services meet the levels of service agreed to by the customer. More broadly, ITSM embodies the philosophy that managing and operating shared IT resources is a service business. In this context, ITSM is a discipline combining proven process engineering, integration and management techniques, technology deployment capabilities and competitive, profit-oriented management practices to the business of delivering IT-based products and services.
Introducing IT Service Management – The Strategy Track is about organizations embracing IT Service Management and the interdependencies of organizational structure, management processes, sourcing and tools in delivering a quality IT Service to their customer.
This track will:
- Review what is ITSM?
- Explain why organizations embrace IT Service Management?
- Highlight what strategies/best practices are successful in the adoption of IT Service Management
Track 2: IMPLEMENTING SERVICE MANAGEMENT - TACTICS FOR FEDERAL GOVERNMENT AGENCIES, CIVIL AND MILITARY
Chairman Bob Costa, Systems Architect, Electronic Data Systems (EDS)
The primary objective of Service Management is to ensure that the IT Services are aligned to the business needs. It is imperative that the IT Services underpin the business processes but it is also increasingly important that IT should act as an agent for Change to facilitate business transformation.
So what is the vision? Where are we now? Where do we want to be?
Implementing Service Management – Tactics for Federal Government Agencies, Civil and Military is about assessing what needs to be done and then producing a plan to do it. The improvements can be based around the processes of ITSM, around the technology that supports the processes, or around the people who operate the processes. The main driver for improvement, however, will come from the business needs and the business priorities. It may be that the organization cannot justify immediately wholesale implementation, so addressing the areas of greatest need now and planning the longer-term strategies for the future will be required.
This track provides opportunities to learn from practitioners with hands on experience of implementing projects within the context and constraints of Federal Government. Very practical and tactical, it will provide you with examples of what works well and what did not and had to be addressed differently.
Track 3: IMPLEMENTING SERVICE MANAGEMENT - TACTICS FOR STATE AND LOCAL GOVERNMENT
Chairman Michael F. Meuser, IT Consultant, State of California, California Teachers Retirement System
The context of State and Local government can be very different from Federal government. Like Track 2, this track provides opportunities to learn from practitioners with hands on experience of implementing projects. However, here the focus is on the realities of State and Local Government and the opportunity is to listen to, and meet with, hands-on practitioners facing similar challenges in a similar context.
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.
