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Conference Day 2
Tuesday, September 24, 2002

7:30 am - 6:30 pm	Registration Open
11:00 am - 5:30 pm	Expo Open
9:00 am - 9:50 am	Keynote Lessons for Leading the Change Toward an IT Service Management Culture "Service Level Management" has two very distinct but related disciplines - monitoring and management. While people typically have a basic understanding of both subjects, in this session both monitoring and management will be investigated in detail. In this thought provoking session, Capital One, a leading financial corporation, will present in conjunction with BMC Software, its view of service level management and how it has been able to achieve ROI gains through improved service management while at the same time providing its customers with a quality customer experience. Martin Erb Manager of Service Management Technologies, Capital One
10:00 am - 10:50 am	PANEL: Service Management & Managing External Services(Track 1)
	Leader: Morton Cohen, Procter & Gamble Panelists: Tony Greenberg, Ramprate Stan Lepeak, Elance Dr. D. Akira Robinson Computer Scientist, Department of the Navy Mark Thompson, Procter & Gamble
10:00 am - 10:50 am	The Evolution of Infrastructure Support at Procter and Gamble (Track 2)
	Procter and Gamble's has evolved its' infrastructure support model and processes, transforming the organization into a world-class service provider. The support model moved organization from a low 25% problem resolution to over 75% in less than 18 months. In this session, particular attention will be given to the successful implementation of Follow The Sun Support and the challenges of managing a global 24 by 7 support organization. Hebert Cabrera Data Services Engineering and Development Manager, Procter and Gamble
10:00 am - 10:50 am	Marriage, Mergers and Other Unions: State Farms Integrates Five Processes with a Service Management Tool (Track 3)
	Believing that integrating Service Management processes with the associated technologies will allow their IT departments to provide a higher level of service to their customers, the Service Management group at State Farm built a Configuration Management Database and implemented and integrated it with a Service Management tool suite. The experience and data captured from this implementation, described in this session, will provide valuable information for subsequent pilots and for the full implementation in 2003. Kathryn McIntyre, SMP Component Steward, State Farm
10:00 am - 10:50 am	The Business Perspective of ITIL (Track 4)
	'The Business Perspective' is part of the seven book ITIL series that guides business users through the planning, delivery and management of quality IT services. This publication is concerned with helping business managers understand IT service provision. Issues covered include business relationship management, partnerships and outsourcing, continuous improvement, exploitation of information, communication, and technology (ICT) for business advantage. As one of the co-lead authors, Dave will deliver an overview of the book and the key issues that it addresses. David S. Hinley Independent Consultant
11:00 am	Expo Hall Opens
12:00 pm - 1:30 pm	Lunch Break
1:30 pm - 2:20 pm	Revolution by Design: Reorganizing IT for Breakthrough Service Delivery in Biotechnology (Track 1)
	Building a world class service management organization often means structuring the IT function in inventive new ways. This session will describe how radical reorganization in Amgen’s Client Services department intentionally created a culture of end-to-end service management relentlessly focused on adding value to the business. The reorganized department achieved $5 million in measurable productivity savings and customer satisfaction levels of 4.3 (on a 5 point scale) during its first year alone. The new design was at first compatible, and later incorporated, many ITIL principles. Paul Draper President, Organization Development Associates Malorie Lanthier Associate Director, Client Services, BioPharma Industry
1:30 pm - 2:20 pm	PANEL: Getting Started with IT Service Management (Track 2)
	Leader: Ian Clayton, IT Service Management Institute Panelists: David Cannon, Manage One Rick Leopoldi, Consultant Kathy McIntyre, State Farm Tom Morse, IBM Dave Pultorak, Pultorak and Associates Butch Sheets, Caterpillar
1:30 pm - 2:20 pm	Leveraging IT Service Management Project Success (Track 3)
	In this session, attendees will hear how in a pilot project for Heidelberg, a world market leader in large industry printing machines, the infrastructure for an E-Data Center was designed and implemented using three ITIL core processes - Configuration Management, Change Management and Release Management. Attendees will also hear how after the pilot was built, the processes were successfully reused in two huge IT infrastructure projects, with the eventual roll out of the E-Data Center and ITIL processes to another IT site in the U.S., as well as the roll out of the whole IT Infrastructure world-wide. Manfred Rieder Solution Consultant, Services Consulting & Integration, Hewlett-Packard Sven Schober IT Consultant, Infrastructure Service Center Global Network, Heidelberg Druckmaschinen AG
1:30 pm - 2:20 pm	ITIL Certification and Quality Initiative(Track 4)
	This presentation will review the ITSMF USA initiative to improve overall quality in training delivery and certification, as well as review quality issues associated with examination boards and quality of training providers. Included will be statistics from a Procter and Gamble case study on global experience with certification. The presentation will also outline the use of ITIL practices to register incidents and concerns on training issues and the problem management process to determine correction procedures with the exam boards and training providers. Martin Erb Manager of Service Management Technologies, Capital One David Ramos University of Miami and Procter and Gamble
2:30 pm - 3:20 pm	Utility Computing and ITSM: A Perfect Match (Track 1)
	The Utility Computing concept is based on the idea that IT services can be effectively and transparently delivered to customers via a common infrastructure. To be successfully implemented, Utility Computing must be supported by robust management and operational processes, which are at the heart of ITSM. Attendees will learn about Utility Computing, the benefits your organization and customers can expect to achieve and get tips on effective implementation. The presentation will also show how ITSM can make Utility Computing happen, how ITSM can be used to provide customers with greater flexibility, and how ITSM can allow IT shops to transform in order to meet rapidly changing business needs, which in turn leads to the higher customer satisfaction we are all seeking. Elizabeth Schlier President, Gefion, Inc. George Sourvinos President, Axxion Technology, Inc.
2:30 pm - 3:20 pm	Tipping the Scales for Quality IT Services with ITIL (Track 2)
	Five years into a full scale, fully integrated implementation of the ITIL IT Service Management methodology, a distributed organization offering web-based services 24X7, has achieved measurable improvements in its level and cost-effectiveness of its IT services. This presentation shows how that was achieved, revealing also pitfalls and future directions. Andrea Stern University of Sydney
2:30 pm - 3:20 pm	Leveraging Six-Sigma Methods to Achieve IT Service Excellence (Track 3)
	Six-Sigma. A new name for an old vision - near perfect products and services for customers. ITSM. A new name for an old vision - a known quality of IT service at an affordable and agreed cost (price). In this session, attendees will learn how Six-Sigma methods can be adapted and applied to the IT organization in the pursuit of service excellence, including leveraging the ITIL best practice guidance. Ian M. Clayton President, IT Service Management Institute
2:30 pm - 3:20 pm	PANEL: Experiences with Certification
	Leader: Ken Hamilton, ManageOne; Chairman, itSMF USA Panelists: Wayne Benz, Exin Aidan Lawes, itSMF Richard Peasley, BMC David Ramos, Proctor & Gamble and University of Miami David Wheeldon, ISEB

Hewlett-Packard has been an active member of itSMF since its formation. The company has applied, extended and refined it’s ITSM framework using ITIL, CMM and other best-in-class methodologies to create a robust cost-effective infrastructure that comprises more than 40,000 servers in 152 countries. This network processes in excess of $200 billion of business transactions per year. This presentation discusses how ITSM has been deployed to create value for Hewlett-Packard and its customers and how ITIL had been deployed to build, manage and renew one of the largest infrastructures in the world.

Alan Nance
Senior Director Strategic Engagements, HP Services, Hewlett-Packard