TRACK 2: IMPLEMENTING IT SERVICE MANAGEMENT PROGRAMS - CASE STUDIES OF SUCCESSFUL STRATEGIES

The best approach for building and maintaining business systems, as well as integrating the unceasing waves of technological innovation with decades of existing technological infrastructure, involves the use of some combination of industry standards and proven process models. The use of standards and process models, however, while necessary, are not sufficient for delivering critical business systems. The various approaches must be applied in an architected and deliberate manner, based on practices that have proven themselves in the field time and again. In addition, standards, process models and best practices are of little practical use unless there is some strategic vision underlying them and linking them to business goals.

Sessions in the Implementing IT Service Management Programs track examines the strategies forward thinking organizations employ to maximize the best practices, standards and process models encapsulated in IT service management techniques and the IT Infrastructure Library (ITIL) to deliver and support high performing, robust, and scalable business systems:

• IT service management case studies,
• Negotiating and managing service level agreements (SLAs),
• Management strategies for delivering IT services,
• Outsourcing IT services,
• Process improvement using ITIL and service management,
• Best practice disciplines in IT service management,
• Reducing the long term cost of service management,
• Why implement IT service management,
• ITIL as a change agent,
• Quantifying and improving IT services,
• IT service management process models, team models, and risk models,
• Service management applied to Web services and eBusiness, and
• Improving quality and productivity in service delivery and support.

Standards, process models and best practices are of little practical use unless there is some strategic vision underlying them.

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TRACK 3: IT SERVICE MANAGEMENT PROJECTS - CASE STUDIES OF SUCCESSFUL TACTICS AND USE OF TOOLS

Building and maintaining business systems that can meet the changing needs of the enterprise is the bane of those IT and business managers chartered with delivering IT services to their organization. IT managers are also haunted by the specter of rapid, unceasing, technological churn, especially when the option of not adopting the latest innovations might put them at a competitive disadvantage. Fortunately, tools and techniques have been developed over the years that ease the burden of building and running IT systems, supporting standardized procedures and best practices, as well as providing IT services.

In the past, IT service tools and tactics were largely judged on their raw technical capabilities. Increasingly, products and approaches are now evaluated based on their support for standardized processes and best practices including IT service management and the IT Infrastructure Library (ITIL). Sessions in the IT Service Management Projects track cover the tactics and tools that can be employed to effectively support IT service management processes:

• ITIL support tools,
• Determining ITIL tool compliancy,
• Selecting IT service management support tools,
• Service management metrics,
• Cost management,
• Planning and control for IT services,
• Quality management for IT services,
• Developing and managing your service portfolio,
• Leveraging "best of breed" solutions, and
• ITIL and configuration management tools.

Increasingly, products and approaches are now evaluated based on their support for standardized processes and best practices.

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TRACK 4: IT SERVICE MANAGEMENT BEST PRACTICES - INTRODUCTION TO THE IT INFRASTRUCTURE LIBRARY

The IT Infrastructure Library is more than a simple set of best practices guidelines to optimize a few IT service management processes. ITIL is a set of non-proprietary, comprehensive, well-documented and fully integrated set of management procedures and best practices that optimizes IT service management and operations. ITIL consists of over 46 modules, which address issues facing IT service management ranging from help-desk management to contingency planning. With over 20,000 businesses, governments, non-profit organizations and consultants using it, ITIL is the most widely accepted IT process management framework in the world.

The IT Service Management Best Practices track is designed to introduce the IT Infrastructure Library, and how ITIL can be utilized to enhance the quality of IT services, improve efficiency, increase effectiveness and reduce risks. Topics in this track include:

• Introduction to the IT Infrastructure Library (ITIL),
• ITIL and security management,
• ITIL certification programs,
• Implementing ITIL,
• Quantifying ITIL ROI,
• Structure of the ITIL library,
• ITIL concepts and objectives,
• ITIL accreditation and certification,
• ITIL modules including:
  • Configuration management
  • Incident management
  • Software control and distribution
  • Security
  • Help desk and service desk
  • Release management
  • Asset, change, & problem mgt.
  • Service level management
  • Internet/intranet management
  • Cost management
  • Contingency planning
  • Capacity management
  • Availability management

Interest in ITIL's process concepts has increased 50% since last year and will likely continue to increase at a similar rate through 2003.

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WHAT ATTENDEES WILL LEARN

Attendees will:

• Learn how proven IT Service management techniques can be applied across all IT support and delivery functions, to provide superior services, while reducing risks and effectively managing costs.
• Understand why the IT Infrastructure Library (ITIL) is the most widely accepted IT process management framework in the world.
• Hear how forward thinking companies are exploiting IT Service Management approaches and ITIL.
• Learn how the IT Infrastructure Library (ITIL) facilitates end-to-end management of IT services, to improve efficiency, increase effectiveness and reduce risks.
• Discover how standardized processes and best practices address key IT services management issues including: Configuration Management, Help Desk and Service Desk, Software Control and Distribution, Incident Management, Help Desk and Service Desk, Asset, Change, & Problem Management, Internet/Intranet Management, Release Management, IT Financial Management, Service Level Management, Security, Cost Management, Availability Management, Capacity Management, and Service Management, Contingency Planning.
• Gain knowledge of the commercial process models and tools that support IT service management and ITIL.
• Learn the personal and organizational benefits of ITIL accreditation and certification.
• Hear how a service management oriented approach to IT can be sold to executive and LOB management, as well as technical professionals.

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WHO SHOULD ATTEND

The IT Service Management Forum’s International IT Service Management Summit is an executive level event that brings together key industry participants around the issue of IT service management and ITIL in a forum that fosters information exchange, honest discussion and collaborative problem solving. The targeted conference attendees are those IT and business executives from Global 2000 enterprises and mid-sized companies chartered with delivering IT services and support:

• Information Technology Executives: CIOs, CTOs, Sr. VPs, VPs, Directors;
• IT Management: IT/IS Directors & Managers, IT and Network Support Managers, Web Site Managers, Network Managers; Application Development Managers, Directors of IT Operations, IT Operations Managers/Data Center Managers, Help Desk/Service Desk Managers, Problem and Change Managers, Project Managers;
• Technical Professionals: Enterprise Architects, Systems Managers, Analysts, Consultants, Integrators, Web/Intranet/Extranet Professionals, Service Provider Infrastructure and Operations Personnel.

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