Hosted by:	Produced by:
Premier Co-Sponsor:	Association Co-Sponsor:

Day 1 · Monday, September 23
7:30 - 4:30	Registration Open
8:45 - 9:00	Conference Introduction Dan Kara of INT Media Group introduces Ken Hamilton, Chairman of itSMF USA
9:00 - 9:50	Keynote: Business Process Integration and the Role of IT Service Management James Champy, Chairman and Head of Strategy, Perot Systems Consulting
	Track 1	Track 2	Track 3	Track 4
10:00 - 10:50	Caterpillar’s Global IT Solutions IT Service Management Implementation	Planning an Evolutionary Approach to Implementing a Service Management Framework	Protecting the Mobile Workforce and Improving Help Desk Support: A Case Study	Introduction to ITIL and the Service Delivery and Service Support Books
11:00 - 11:50	Return on Assessment - An ITIL Before and After Story	Lessons Learned From Working with Local Interest Groups	Achieving Successful End-to-End Service Delivery: A Case Study from Procter & Gamble	Applications Management
12:00 - 1:30	Lunch Break
1:30 - 2:20	Integrating ITIL Guidance into an Existing Service Quality Model	Those Magnificent ITIL Process Folks & the Perpetual Process Improvement Machine	Developing a Business Case for ITIL	ICT Infrastructure Management
2:30 - 3:20	Keynote: Service Management: Present and Future at Procter and Gamble Randy Reedy, Vice President of Global Business Services - Central Information Technology and Business Information Services, Procter and Gamble
3:30 - 4:20	Service Management Quality Initiative at the Managed Services Providers Association	Provide Coach Value, Earn Executive Stature: Strategic Proficiency at and beyond the General Services Administration	Towards Operational Excellence - Case Studies	Planning to Implement Service Management
4:30 - 6:30	Networking Reception - Sponsored by Hewlett Packard

Day 2 · Tuesday, September 24
7:30 - 6:00	Registration Open
11:00 - 5:30	Expo Open
9:00 - 9:50	Keynote: Lessons for Leading the Change Toward an IT Service Management Culture Martin Erb, Manager of Service Management Technologies, Capital One
	Track 1	Track 2	Track 3	Track 4
10:00 - 10:50	PANEL: Service Management & Managing External Services	The Evolution of Infrastructure Support at Procter and Gamble	Marriage, Mergers and Other Unions: State Farms Integrates Five Processes with a Service Management Tool	The Business Perspective of ITIL
11:00	Expo Hall Opens
12:00 - 1:30	Lunch Break
1:30 - 2:20	Revolution by Design: Reorganizing IT for Breakthrough Service Delivery in Biotechnology	PANEL: Getting Started	Leveraging IT Service Management Project Success	ITIL Certification and Quality Initiative
2:30 - 3:20	Utility Computing and ITSM: A Perfect Match	Tipping the Scales for Quality IT Services with ITIL	Leveraging Six-Sigma Methods to Achieve IT Service Excellence	PANEL: Experiences with Certification
3:30 - 4:20	Keynote: IT Service Management - Strategy, Tactics and Results at Hewlett-Packard Alan Nance, Senior Director Strategic Engagements, HP Services, Hewlett-Packard
4:30 - 5:30	Networking Reception
5:30	Expo Closes

Day 3 · Wednesday, September 25
7:30 - 12:00	Registration Open
10:00 - 12:00	Expo Open
9:00 - 9:50	Keynote Microsoft in the Service Management Era Tim Sinclair, General Manager, Microsoft.com Platform, Microsoft Corporation
	Track 1	Track 2	Track 3	Track 4
10:00 - 10:50	How to Cut Cost Without Destroying Value Through ITSM	Should We Implement ITIL?	Implementing ITIL: A Case Study in a Principle-Centered and Individual, Team, and Organization Level Approach	Looking Forward - The Role of Customers in the Evolution of ITIL
10:00 - 12:00	Expo Open
11:30 - 12:00	Closing Ceremonies Ken Hamilton Chairman, itSMF USA

back to top