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Conference Day 1
Monday, September 23, 2002

7:30 am - 6:30 pm	Registration Open
8:45 am - 9:00 am	Conference Introduction Dan Kara of Jupitermedia introduces Ken Hamilton, Chairman of itSMF USA
9:00 am - 9:50 am	Keynote Business Process Integration and the Role of IT Service Management Enterprises are now faced by the need to extend their business processes outside their boundaries to connect to other businesses and to their customers. When an organization’s processes are integrated with those of other companies, all partners can pool their efforts and effectively become a new multi-company enterprise, far stronger that its individual members could ever be on their own. Implicit in this is the need to link our systems to those of other organizations and the ability to trust those other systems. The processes we will integrate include not only our business processes but also those used to run the systems on which we jointly depend. This is truly running IT as a service - the purpose of the IT Service Management Forum - and it will depend on our willingness to share and implement common best practices – the IT Infrastructure Library – to jointly serve our customers better and more reliably. In this session, James Champy will describe the challenges facing organizations as technology and global competition drive the need to collaborate, as well as compete, in a world of free-flowing information and products. James Champy Chairman and Head of Strategy, Perot Systems Consulting
10:00 am - 10:50 am	Caterpillar’s Global IT Solutions IT Service Management Implementation(Track 1)
	Caterpillar, a Fortune 100 company with more than $26 billion in assets, has embarked on a series of IT Service Management initiatives using proven best practice processes from the IT Infrastructure Library (ITIL) for guidance. In this session, attendees will learn of the business drivers to implement service management and the benefits of Caterpillar’s IT service management deployment. Attendees will also learn of the methods being used to develop and implement best practice as well as future directions of Caterpillar’s support for IT Service Management. LJ "Butch" Sheets Technical Specialist and Process Manager, Enterprise Implementation of IT Service Management, Caterpillar World Headquarters
10:00 am - 10:50 am	Planning an Evolutionary Approach to Implementing a Service Management Framework(Track 2)
	Facing the insurmountable task of slashing operational cost while concurrently recreating itself into an ITIL-based operation, TXU concluded that success might actually lie in an aggressive, planned evolution. In this session, attendees will learn how TXU integrated projects and targeted strategic initiatives that layed the foundation for building a comprehensive IT Service Management framework. Michael McGaughey Service Delivery & Management Architect, TXU
10:00 am - 10:50 am	Protecting the Mobile Workforce and Improving Help Desk Support: A Case Study (Track 3)
	Womble Carlyle’s 400 lawyers had tremendous downtime on the road, and were lobbing many calls to the help desk. It took 4-5 hours to troubleshoot a down computer and 4-5 days to return broken laptops to traveling attorneys. Attendees will hear how Sean Scott, CIO of Womble Carlyle, addressed the problem while better protecting PC data and enhancing remote access to PC files. Connected’s Engineering Operations Manager Tom Hickman will co-present the Womble Carlyle case study as an expert on the technology. Tom Hickman, Engineering Operations Manager, Connected Corporation Sean Scott, CIO, Womble Carlyle
10:00 am - 10:50 am	Introduction to ITIL and the Service Delivery and Service Support Books (Track 4)
	This talk will highlight why organizations should use ITIL best practices to achieve improved business results. It will look at the history of ITIL and give an outline of the current publications with a focus on Service Delivery and Service Support. As one of the lead authors of ITIL, Vernon Lloyd will explain the process for producing the books and the thinking behind the new publications. Vernon Lloyd Business Manager, Fox IT
11:00 am - 11:50 am	Return on Assessment - An ITIL Before and After Story (Track 1)
	IT organizations are struggling to become more service-centric and increase their business value. This session will present a model for measuring IT value and suggest a roadmap including how to determine your IT value, identify areas for improvement, and use a Service management audit plan as a starting point for service improvement. David Wheeldon Managing Director, CEC Europe
11:00 am - 11:50 am	Lessons Learned From Working with Local Interest Groups (Track 2)
	Local Interest Groups (LIGs) can play a significant role in an organization’s IT Service Management (ITSM) strategy. LIGs add value by providing a framework for building collaboration, enabling itSMF members to share information on a variety of topics. This presentation will give examples of benefits realized by members of LIGs, and provide guidance on how to get involved with an existing LIG, or establish a new LIG in your area. Chuck Bies Director of Enterprise System Management, Metris Corporation Ian Clayton itSMF Board of Directors; President, IT Service Management Institute LJ "Butch" Sheets Caterpillar World Headquarters
11:00 am - 11:50 am	Achieving Successful End-to-End Service Delivery: A Case Study from Procter & Gamble (Track 3)
	Procter and Gamble’s successful implementation of End-to-End Service Delivery for their Orders Acquisition, Processing and Shipping systems has reduced overall support costs while improving the productivity of Incident and Change Management processes. In this session attendees will learn how front office Customer Service applications were integrated with back office mainframe and infrastructure suppliers to cut incident resolution times by 25%, enabling 98% SLA compliance. You will also hear how Business and IT organizations established joint objectives and measures for integrating operational, maintenance, and change windows to deliver high availability 7x24 operations resulting in a significant decrease in post implementation critical incidents and improved reliability. Lee Goetz North American Customer Service & Logistics Service Manager, Procter & Gamble Paulo C. Soto Global Service Level Manager, IT Business Solutions, Procter & Gamble
11:00 am - 11:50 am	Applications Management(Track 4)
	In this session, Bret Clark will deliver an overview of Applications Management, one book in the seven book ITIL series that guides business users through the planning, delivery and management of quality IT services. As co-author book, Bret is perfectly suited to inform attendees how Application Management addresses the complex subject of managing applications from the initial business need, through the application management lifecycle, up to and including retirement. How application management interacts with other IT service management disciplines such as service delivery, service support and infrastructure management, will also be discussed. Bret Clark Group Program Manager, Microsoft Operations Framework and Microsoft Solution for Management, Microsoft
12:00 pm - 1:30 pm	Lunch Break
1:30 pm - 2:20 pm	Integrating ITIL Guidance into an Existing Service Quality Model (Track 1)
	In this session, attendees will learn how Prosa, one of the largest electronic financial transaction clearing houses in the world, supporting more than 20 major banks throughout Latin America, is integrating ITIL into their existing IT Service Quality Model. Attendees will also hear how ISO 9001 certified Prosa developed a quality model for the provision of IT services that won the coveted National Award for Technology, awarded and presented by the President of Mexico. Luis Andres Sanchez Partner Manager, Inteli Rebeca Pimental Zaragoza Partner Consultant, Inteli

IT Enterprise Service Quality Parameters (SQP) can be seen as the 'operational thermometer' of the IT Organization. IT Enterprise Service Quality Parameters (SQP) need to be quantified, a task that is easier once the required Service Levels and Internal Service Requirements have been determined. There are two types of IT Service Quality Parameters (IT-SQP): Generic & Process-specific. Generic IT Service Quality Parameters are Customer satisfaction & Staff satisfaction. Process-specific metrics are Measures of Effectiveness & Measures of Efficiency for each Enterprise Service Support & Delivery Process. Measurable targets for objective metrics are set for each, often described as the number of discrete items counted, or a comparative performance, generally over time. Measures of Effectiveness are associated with Quality of Service, & generally indicate how well the Process Owner is doing. Whereas, Measures of Efficiency can be used to judge process performance (i.e. defined objectives with measurable targets). Measures or Metrics of Efficiency, often referred to as Key Performance Indicators (KPI's), besides displaying process performance, often indicate how close we are to meeting the Process Goal. By way of Measures of Efficiency & Effectiveness, we create a "do-loop" of bisecting processes into its individual activities, endlessly cycling through optimizing each of the process activities. However, "the process as a whole will never operate as well as it could." (Harrington, 1991). Process Improvement is a systematic methodology developed to help an organization make significant advances in the way its business processes work. It provides a system that will aid in simplifying & streamlining 'enterprise operations'. Understanding the Process & rendering it effective, efficient & error-free is NOT enough. Once processes are under control, a "Perpetual Process Improvement Machine", a second"do-loop", needs to be installed to re-cycle KPI's, & other test data, to improve the Process to the point of making ITIL IT Service Management Processes truly World-Class.

Dr. D. Akira Robinson
Computer Scientist, Department of the Navy

Adopting the Information Technology Infrastructure Library (ITIL) framework can provide you with many benefits including meeting business requirements for IT services, reduced costs in developing procedures and practices within an organization, greater overall productivity and much more. Do you know how to build and communicate an effective business case for ITIL? After this tutorial, you'll have all the information need to know.

David Ratcliffe
President, Pink Elephant

Colin Rudd
IT Enterprise Management Services Ltd

In this presentation, attendees will learn of the current and future status of Service Management deployment within Procter and Gamble, including the opportunities and challenges of addressing IT Service Management as a part of a global shared business services environment at a time of cost cutting and ever increasing demands for information technology. The talk will also include a review of ongoing needs of the people, processes and technology, as P&G moves to an outsourced partner based approach for Service Management.

Attendees will also learn how:

• People are supported by an extensive training program that is migrating to computer based self paced training.
• Processes are aligned globally for service delivery in a "Follow the Sun" approach.
• Technology is utilized for support delivery including mechanized error detection and global notification, if human intervention is needed.
• To align Service Management strategies to corporate goals.

Randy Reedy
Vice President of Global Business Services - Central Information Technology and Business Information Services, Procter and Gamble

This presentation describes the ITSM initiative undertaken by the Managed Services Providers Association to improve the value proposition of its 55 member companies. The MSPA is in the process of implementing the IT Infrastructure Library as the major driver of the Association's Service Management Quality Initiative. See how ITIL is used for an entire trade association.

Dan Stavola
VP of Services, Emtec, Inc.

What services do information technologists, knowledge managers, and other people need to provide to their client individuals and organizations? Dr. Buckholtz will discuss his experience and perspective from having served as co-chief information officer for the 4,000,000-person Executive Branch of the U.S. federal government. He will also present his Strategic Proficiency paradigm, Service Value technique for determining how any service adds business value for any person or organization, and Roadmap for the Electronic Information Age. Using the paradigm, technique, and application, he will discuss the roles of information technology and knowledge management and provide a roadmap for people and organizations to follow to optimize their services.

Dr. Thomas J. Buckholtz
Business and Executive Coach

This presentation will use case studies to cover the aspects that organizations will need to consider, address and monitor when looking to introduce best practice service management within their IT development, delivery and support operations. It is a critical success factor that management understand the specific issues, understand the impact of change from the perspective of the manager, the staff member and the customer, and have the drive to succeed when the going gets tough.

Drawing upon practical experiences with a number of customers Steve will provide an indicative roadmap to help organizations with implementation of best practice service management, providing a foundation for achieving operational excellence.

The presentation will enable delegates to:

• Recognize and understand business drivers
• Develop a tangible strategy
• Deliver the strategy through tactical projects
• Measure key performance goals and critical success factors
• Identify and implement key roles and responsibilities

Steve Ingall
Microsoft Partnership Manager, Fox IT

This session, based on the Planning to Implement Service Management book, and delivered by one of its’ co-authors, will inform attendees of the key issues to be considered when planning for the implementation of IT Service Management and explains the steps required to implement or improve IT service provision. The session will also provide guidance on alignment of the business needs to IT and enable the attendee to determine if IT service provision will the requirements of the business.

Kathryn Rupchock Pizzo
Operations Training Manager, Microsoft

Networking Reception - Sponsored by Hewlett Packard

Don't miss Monday's après-conference Networking Reception, from 4:30 until 6:30 in the Standbro Room. There will be a drawing for two HP Photosmart printers, so bring a business card to drop in the bucket for an opportunity to win. Don't forget your beverage tickets provided to you when you picked up your conference badge at registration.