| 7:30 am - 12:00 pm | Registration Open |
| 10:00 am - 12:00 pm | Expo Open |
| 9:00 am - 9:50 am | Keynote
Microsoft in the Service Management Era Microsoft is no more immune to the changing attitude to information technology which has gone from a focus on the technology to a focus on the service that the technology is used to deliver. This can be seen in the evolution of Microsoft’s mission statement. Until a few years ago, Microsoft had had the same mission statement since its incorporation – “A PC on every desk and in every home.” Now it is “Enable people and businesses throughout the world to realize their full potential.” In this session, attendees will hear how this change is impacting Microsoft, beginning with recent projects bringing IT Service Management into online services such as Microsoft.com and MSN and then describing the impact in the product groups and the sales and services organization. From a senior executive perspective, he will describe the business imperative and some of the cultural challenges associated with this change. Tim Sinclair
General Manager, Microsoft.com Platform, Microsoft Corporation |
| 10:00 am - 10:50 am | How to Cut Cost Without Destroying Value Through ITSM (Track 1) |
| | IT's top challenge right now is to build and demonstrate value to the rest of the organization - be that commerce, government or academia. How are CIO's and their IT Service Managers to leverage ITSM to meet that challenge head on and win? In this session, Dave Bingham will answer that question, drawing heavily on the results of the 2002 Fujitsu Consulting global IT Service Effectiveness Survey. This is the second running of the survey which generated so much interest last year’s conference and led to the creation of Fujitsu's ITSM ROI Calculator. David K. Bingham, Director & Global Practice Leader
IT Service Management, Fujitsu Consulting |
| 10:00 am - 10:50 am | Should We Implement ITIL? (Track 2) |
| Should we implement ITIL? A fair question- but just what does it mean to "Implement" ITIL? Is it desirable? Is it even possible? This fast-paced, entertaining presentation provides practical perspectives on ITIL and IT Service Management with an emphasis on the business perspective. Attendees will also learn where they should focus and why ITIL is only a means to an end. Ken Wendle
Solution Architect, Hewlett-Packard |
| 10:00 am - 10:50 am | Implementing ITIL: A Case Study in a Principle-Centered and Individual, Team, and Organization Level Approach
(Track 3) |
| | Chances are you find yourself with the same mandates as did the IT organization of a Fortune 500 company recently: consistently deliver results, create value, and lower operating costs in an environment where accelerating change and complexity are the norm. In this session, will learn about the principle-centered and individual, team, and organization level approach used in this company that leverages rather than fights the complexity in today's IT organizations and focusing on the individual IT practitioner. Dave Pultorak, Principal Consultant, Pultorak & Associates |
| 10:00 am - 10:50 am | Looking Forward - The Role of Customers in the Evolution of ITIL (Track 4) |
| | The itSMF is the user group for IT Service Management in general and ITIL specifically. In this session, the CEO of the itSMF International will talk about the evolution of the itSMF, particularly its growth in the world’s three most important economies, the USA, Japan and Germany. He will address the issues of getting solid customer representation on the Boards of the national chapters and how their voice rolls up to the international level. He will describe the impact that the itSMF is having on both ITIL and on the international standards process where ITIL is being seen as a key method for achieving ISO 9000 level quality certification in the delivery of IT based services. Aidan Lawes
Chief Executive Officer, itSMF UK & International |
| 11:00 am - 12:00 pm | Closing Ceremonies
Ken Hamilton
Chairman, itSMF USA |
| 1:00 pm - 5:00 pm | ITIL and IT Service Management Training Sessions |
| | ** NOTE** Training session will be held September 25-27. Click on the "Training Session" in the left hand Menu Bar for complete details. |
| 12:00 pm | Expo Closes |
