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Conference Hours:
September 15: 8am - 6pm
September 16: 8am - 6pm
September 17: 8am - 4:20pm
Expo Hall Hours:
September 15: 12pm - 6pm
September 16: 11am - 6pm
September 17: 11am - 2pm
Post-Conference Training Classes:
September 18 - 9am - 5pm
September 19 - 9am - 5pm
September 20 - 9am - 3pm
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Monday, September 15 - Agenda: Conference Day 1*
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Click on the track that interests you:
Track 1: THE BUSINESS VALUE OF SERVICE MANAGEMENT
Track Chairperson, Dave Nichols, MacKAY Management USA LLC
Track 2: IMPLEMENTING IT SERVICE MANAGEMENT PROGRAMS CASE STUDIES OF SUCCESSFUL STRATEGIES
Track Chairperson, Beverly Wileman-Pratt, Executive Business Services International
Track 3: IT SERVICE MANAGEMENT PROJECTS CASE STUDIES OF SUCCESSFUL TACTICS AND USE OF TOOLS
Track Chairperson, Theresa Compton, State Farm Insurance
Track 4: IT SERVICE MANAGEMENT BEST PRACTICES INTRODUCTION TO THE IT INFRASTRUCTURE LIBRARY (ITIL)
Track Chairperson, Ron Nelson, AFFINA
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Track 1: The Business Value of Service Management
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| 7:00am-6:00pm |
Registration Hours
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| 8:00am-8:45am |
Conference Breakfast
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| 8:45am-9:00am |
Conference Welcome and Introduction
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| 9:00am-9:50am |
Opening Keynote: IT Service Management: A Snap Shot of Where We Are Today
While those who practice IT Service Management recognize its ever-increasing importance, the question is - how well has that message spread through the rest of the enterprise? In this keynote, TechRepublic will present the results of a new survey, jointly conducted by the itSMF USA and TechRepublic, which provides a first look at how key Service Management concepts are being supported by IT organizations. This presentation will also report on the adoption rates of specific Service Management best practices, and will examine the differences between how IT executives view their success at implementing Service Management best practices, and compare their views to the rest of the IT organization.
Bob Artner, Vice President, TechRepublic
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| 10:00am-10:50am |
Setting an IT Service Management Strategy for Your Organization
Organizations that want to benefit from ITIL need more than just a great project plan. A successful implementation starts with a clear marketing strategy, followed up by a proven implementation framework.
The presentation explores:
- How to tell whether your organization is ready for ITIL
- How to sell ITIL to your organization?
- What do you sell and how do you position it for maximum buy-in?
- What is the best starting point for implementing ITIL?
- What is the best approach for implementing ITIL?
- Is it the same for everybody?
Speaker:
David Cannon, Chief Operating Officer, ManageOne
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| 11:00am-11:50am |
A Company’s IT Process Reengineering Story
This session will provide details on how an IT shared services organization undertook Business Process Reengineering and why ITIL Service Management processes were included in its Business Process Model. Topics in this session will include discussion on the methodology and structure of their IT process reengineering effort. The discussion will cover: Why processes were reengineered; the need for senior management support; the development of a Business Process Model that included ITIL processes; the methodology used for their process redesign efforts; education and training program for staff that includes ITIL training; the need for a communications campaign; and roadblocks and “gotcha’s”.
Speaker:
Buff Scott, 2nd Vice President, Process Design, Fortis
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| 12:00pm-1:00pm |
Expo Hall Opens/Lunch on the Expo Floor
itSMF Solution Center on the Expo Floor
Showcasing the leading solution providers in the service management community, each presenting a 20-minute update on the latest development and solutions in IT Service Management.
Featured presenters include:
12:30pm - Microsoft
1:00pm - Compuware
3:40pm - IT Service Management Institute (ITSMI)
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| 1:00pm-1:30pm |
Dessert on the Expo Floor
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| 1:30pm-2:20pm |
ITIL, CMMI and ISO – A Convergence
It seems as though every industry has a methodology and standards body these days. ITIL was developed to deal with the complexities of delivering IT service to the customer. CMM and its most recent incarnation, CMMI was created to guide software and system engineers through development. ISO9000 focuses on quality, repeatability and with the latest ISO9000-2000 includes elements of continuous process improvement. How do these methodologies overlap and support one another? What other methodologies are missing to complete the puzzle? The presenter will discuss how ITIL can integrate with these other relevant process methodologies.
Speaker:
Bob Costa, Systems Architect, Electronic Data Systems (EDS)
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| 2:30pm-3:20pm |
AFTERNOON KEYNOTE: Happily Ever After or Ball and Chain? State Farm Integrates Five Service Management Processes with Technology
Last year in its “Marriage, Mergers and Other Unions” itSMF presentation, State Farm shared the steps it was taking to better align Service Management processes with ITIL best practice, build a Configuration Management Database (CMDB) and implement them with a Service Management tool. Did the company meet its goal of providing a higher level of service to its customers? This year State Farm returns to share its accomplishments as well as the struggles and successes experienced along the way.
Speakers:
Tom Grogg, Project Coordinator, State Farm Insurance
Kathy McIntyre, Component Manager, State Farm Insurance |
| 3:30pm-4:20pm |
The Business Value of Operational Excellence
Delivering cost effective, high quality services requires building a foundation of operational excellence. At BT this means offering high service levels, high systems reliability and best practice at total cost of ownership. To achieve these objectives, IT infrastructure organizations need to focus on all sectors of the systems lifecycle, including good architecture, well-executed physical designs, active maintenance, and well co-ordinated logistics as well as structured processes executed by disciplined staff. The business benefits of a whole life cycle approach include both the hard benefits of comparably low cost of ownership and the corporate-wide productivity that comes from reliable, well-integrated systems. Importantly, the capital re-investment in hardware and software does deliver good returns but is only going to be maintained in a well-managed environment. Tony Forward's team delivers 99.999% availability combined with a cost of ownership that is 30% below industry averages and being relatively unscathed by the Code Red, Nimda or Slammer viruses.
Speaker:
Dave Speakman, Manager Infrastructure, BT Financial Group
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| 4:30pm-6:00pm |
itSMF St. Louis Cardinals Baseball Night
Pre-Game Warm Up" Reception Begins at 4:30pm on the Expo Hall floor followed by St. Louis Cardinals Baseball Game
Sponsored by: 
*Refer to your Registration Confirmation for details on how to purchase a ticket to the game!
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Track 2: Implementing IT Service Management Programs – Case Studies of Successful Strategies
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| 7:00am-6:00pm |
Registration Hours
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| 8:00am-8:45am |
Conference Breakfast
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| 8:45am-9:00am |
Conference Welcome and Introduction
|
| 9:00am-9:50am |
Opening Keynote: IT Service Management: A Snap Shot of Where We Are Today
While those who practice IT Service Management recognize its ever-increasing importance, the question is - how well has that message spread through the rest of the enterprise? In this keynote, TechRepublic will present the results of a new survey, jointly conducted by the itSMF USA and TechRepublic, which provides a first look at how key Service Management concepts are being supported by IT organizations. This presentation will also report on the adoption rates of specific Service Management best practices, and will examine the differences between how IT executives view their success at implementing Service Management best practices, and compare their views to the rest of the IT organization.
Bob Artner, Vice President, TechRepublic
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| 10:00am-10:50am |
U.S. Army Implementing ITIL at the Pentagon’s ITA
This session will describe the initial implementation of Service Management using ITIL at the U.S. Department of the Army’s Information Technology Agency (ITA) at the Pentagon. The ITA is a collection of previously disparate IT groups recently been brought under one umbrella. The director of ITA is a vocal proponent of ITIL and Service Management. One of the challenges, however, is the translation of his vision to implement ITIL best practices and lead the agency in this major change effort.
The presenter will describe the efforts to assess the organization’s initial level of service management maturity (using ITIL’s Process Maturity Framework).
Speaker:
Mary Leigh Collins, Project Manager, U.S. Army Information Technology Agency
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| 11:00am-11:50am |
Caterpillar Inc. – IT Service Management Deployment Continues
This presentation provides an update on Caterpillar’s continuing IT Service Management effort. The presenter will provide an update on the deployment efforts, where we are today, any challenges, actions taken since the last update, progress on our enterprise goals, and the future of IT Service Management at Caterpillar. The presenter will also share information about the tool selection process, training, and efforts to integrate Service Management into the IT architecture and operational environment.
Speaker:
LJ “Butch” Sheets, Process Manager of Global IT Solutions, Caterpillar Inc.
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| 12:00pm-1:00pm |
Expo Hall Opens/Lunch on the Expo Floor
itSMF Solution Center on the Expo Floor
Showcasing the leading solution providers in the service management community, each presenting a 20-minute update on the latest development and solutions in IT Service Management.
Featured presenters include:
12:30pm - Microsoft
1:00pm - Compuware
3:40pm - IT Service Management Institute (ITSMI)
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| 1:00pm-1:30pm |
Dessert on the Expo Floor
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| 1:30pm-2:20pm |
The Long Road to Maturity: Service Level Management at State Farm
Implementing Service Level Management (SLM) in any organization can be difficult and full of challenges. Implementing Service Level Management at an organization the size of State Farm Insurance can be nearly impossible. This presentation will provide a look at the efforts made by State Farm to implement SLM. It will explore how State Farm faced tough implementation decisions, the outcomes of those decisions, as well as the tools and concepts used to help implement SLM. By looking at the implementation of SLM at State Farm, the session aims to provide hints, tips and techniques for companies seeking to implement SLM in their own environments.
Speaker:
Michael Cardinal, Business Analyst, State Farm Insurance
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| 2:30pm-3:20pm |
AFTERNOON KEYNOTE: Happily Ever After or Ball and Chain? State Farm Integrates Five Service Management Processes with Technology
Last year in its “Marriage, Mergers and Other Unions” itSMF presentation, State Farm shared the steps it was taking to better align Service Management processes with ITIL best practice, build a Configuration Management Database (CMDB) and implement them with a Service Management tool. Did the company meet its goal of providing a higher level of service to its customers? This year State Farm returns to share its accomplishments as well as the struggles and successes experienced along the way.
Speakers:
Tom Grogg, Project Coordinator, State Farm Insurance
Kathy McIntyre, Component Manager, State Farm Insurance |
| 3:30pm-4:20pm |
An ITIL Journey for the Small Company: A Golf Metaphor
This session will present a case study using golf as a framework to lay out a strategy for small companies adopting ITIL. The presenter will cover: establishing a common ITIL vision and strategy (choosing the course); selecting the right partners (picking the foursome); ITIL education, tools and processes (choosing the right club); best practices (driving for accuracy); and total cost of ownership and ROI (playing the short game to win).
Speaker:
Julius Tomei, Director, Information Technology, Philips-Advance Transformer
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| 4:30pm-6:00pm |
itSMF St. Louis Cardinals Baseball Night
Pre-Game Warm Up" Reception Begins at 4:30pm on the Expo Hall floor followed by St. Louis Cardinals Baseball Game
Sponsored by:
*Refer to your Registration Confirmation for details on how to purchase a ticket to the game!
|
Track 3: IT Service Management Projects – Case Studies of Successful Tactics and Use of Tools
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| 7:00am-6:00pm |
Registration Hours
|
| 8:00am-8:45am |
Conference Breakfast
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| 8:45am-9:00am |
Conference Welcome and Introduction
|
| 9:00am-9:50am |
Opening Keynote: IT Service Management: A Snap Shot of Where We Are Today
While those who practice IT Service Management recognize its ever-increasing importance, the question is - how well has that message spread through the rest of the enterprise? In this keynote, TechRepublic will present the results of a new survey, jointly conducted by the itSMF USA and TechRepublic, which provides a first look at how key Service Management concepts are being supported by IT organizations. This presentation will also report on the adoption rates of specific Service Management best practices, and will examine the differences between how IT executives view their success at implementing Service Management best practices, and compare their views to the rest of the IT organization.
Bob Artner, Vice President, TechRepublic
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| 10:00am-10:50am |
Building Bridges: An ITIL Powered Data Exchange
A proof of concept project that included the three companies Dow Chemical, Accenture, and Procter and Gamble, developed a preliminary conceptual data architecture based on the ITIL Incident Management process. The business driver was the need to effectively share information between companies for efficient collaboration in the delivery of exceptional service to end-users. A common architecture will assist service providers and customers reach consensus on a data interface standard to share detail-related service management data. This approach for developing data standards has been proven by Dow, Accenture and P&G with other projects, such as CIDX and I2S. The objectives of the project were to pose and quantify the magnitude of the problem; execute a pilot project to understand the complexities and issues in addressing the problem; and present the results to determine industry interest in solving the problem. This presentation describes the results against the first two objectives, and invites audience/industry feedback for the third. Bottom line: Is there sufficient industry interest to pursue a broad scale project!
Speakers:
Joan Coolidge, Data Architect, Procter & Gamble
Doug Jackson, Information Architect, The Dow Chemical Company
Mike Pierson, Manager, Accenture
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| 11:00am-11:50am |
Measuring IT's Impact on Business Services
Mary Nugent, Vice President of BMC Software's Service Management Solutions, will walk you through how BMC's IT organization is leveraging technology and best practices to demonstrate the value of IT and IS to the business as a whole. Mary will discuss how the IT organization manages and measures its contribution to BMC's most critical business services. She will cover how technologies that assist with IT Service Delivery and IT Service Support can be linked to critical business services, providing a real-time view of the business impact of IT.
Speaker:
Mary Nugent, Vice President and General Manager, Service Management Solutions, BMC Software Inc
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| 12:00pm-1:00pm |
Expo Hall Opens/Lunch on the Expo Floor
itSMF Solution Center on the Expo Floor
Showcasing the leading solution providers in the service management community, each presenting a 20-minute update on the latest development and solutions in IT Service Management.
Featured presenters include:
12:30pm - Microsoft
1:00pm - Compuware
3:40pm - IT Service Management Institute (ITSMI)
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| 1:00pm-1:30pm |
Dessert on the Expo Floor
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| 1:30pm-2:20pm |
Calculating the Value of IT Service Management & A Proposal for Inter-Entity ITSM
This presentation will outline the methods used to demonstrate the value of the Service Management and the supporting processes and tools. Included will be a discussion on the integration of ITSM processes and tools with the IT infrastructure itself.
Speaker:
Martin Erb, Sr. Servitect, Capital One
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| 2:30pm-3:20pm |
AFTERNOON KEYNOTE: Happily Ever After or Ball and Chain? State Farm Integrates Five Service Management Processes with Technology
Last year in its “Marriage, Mergers and Other Unions” itSMF presentation, State Farm shared the steps it was taking to better align Service Management processes with ITIL best practice, build a Configuration Management Database (CMDB) and implement them with a Service Management tool. Did the company meet its goal of providing a higher level of service to its customers? This year State Farm returns to share its accomplishments as well as the struggles and successes experienced along the way.
Speakers:
Tom Grogg, Project Coordinator, State Farm Insurance
Kathy McIntyre, Component Manager, State Farm Insurance |
| 3:30pm-4:20pm |
PANEL: Tool Selection for ITIL Processes
Moderator:
Theresa Compton, Track 3 Chairperson, Technical Infrastructure Specialist, Systems, State Farm Insurance
Panelists:
Joan Coolidge, Product Manager for IT Service Mgt Tools, Procter & Gamble
UmaSankar Diddi, Director of Professional Services, Euclid, Inc.
Kathy McIntyre, Component Manager, State Farm Insurance |
| 4:30pm-6:00pm |
itSMF St. Louis Cardinals Baseball Night
Pre-Game Warm Up" Reception Begins at 4:30pm on the Expo Hall floor followed by St. Louis Cardinals Baseball Game
Sponsored by:
*Refer to your Registration Confirmation for details on how to purchase a ticket to the game!
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Track 4: IT Service Management Best Practices – Introduction to the IT Infrastructure Library (ITIL)
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| 7:00am-6:00pm |
Registration Hours
|
| 8:00am-8:45am |
Conference Breakfast
|
| 8:45am-9:00am |
Conference Welcome and Introduction
|
| 9:00am-9:50am |
Opening Keynote: IT Service Management: A Snap Shot of Where We Are Today
While those who practice IT Service Management recognize its ever-increasing importance, the question is - how well has that message spread through the rest of the enterprise? In this keynote, TechRepublic will present the results of a new survey, jointly conducted by the itSMF USA and TechRepublic, which provides a first look at how key Service Management concepts are being supported by IT organizations. This presentation will also report on the adoption rates of specific Service Management best practices, and will examine the differences between how IT executives view their success at implementing Service Management best practices, and compare their views to the rest of the IT organization.
Bob Artner, Vice President, TechRepublic
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| 10:00am-10:50am |
itSMF: A Global Growth Story
As the itSMF continues its impressive growth, the organization’s international presence inevitably has expanded. Aidan Lawes, Chief Executive Officer of itSMF UK & International, will describe the increasing global reach of itSMF, as well as the many initiatives it is involved with in the development and promotion of Best Practice. This includes the publication of material, the evolution of qualifications, the launch of a professional Institute and implementation of the formal accreditation scheme for the BS15000 standard.
Speaker:
Aidan Lawes, CEO, itSMF UK & International
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| 11:00am-11:50am |
How ITIL Change Management Could Have Saved My Job
This session will be a case study on the problems and issues that arose during and after an implementation of a stand-alone, global Change Management (CM) function. Though millions of dollars were saved with the CM process, the presenter will explore the pitfalls of a stand-alone model, how these issues were addressed and how integration with other ITIL functions can improve the cost, quality and visibility of your CM process.
Speaker:
Rob Beigh, Vice President, Integrated Performance Management, Inc.
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| 12:00pm-1:00pm |
Expo Hall Opens/Lunch on the Expo Floor
itSMF Solution Center on the Expo Floor
Showcasing the leading solution providers in the service management community, each presenting a 20-minute update on the latest development and solutions in IT Service Management.
Featured presenters include:
12:30pm - Microsoft
1:00pm - Compuware
3:40pm - IT Service Management Institute (ITSMI)
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| 1:00pm-1:30pm |
Dessert on the Expo Floor
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| 1:30pm-2:20pm |
Models for Implementing IT Service Management
This presentation will explore three models to help organizations implement ITIL-based Service Management projects. These models have been developed from years experience in implementing operation centers that have managed mission critical infrastructures and services. The first model presents a method for analyzing and assessing the scope of ITIL-based implementation. From the assessment model, the session will move to a description of a project model for implementing your chosen ITIL areas. Finally, the speaker will present a service model that describes the high-level data entities your ITIL processes will be used to manage.
Speaker:
Andy Lim, Managing Partner, NetSource Partners, LLC
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| 2:30pm-3:20pm |
AFTERNOON KEYNOTE: Happily Ever After or Ball and Chain? State Farm Integrates Five Service Management Processes with Technology
Last year in its “Marriage, Mergers and Other Unions” itSMF presentation, State Farm shared the steps it was taking to better align Service Management processes with ITIL best practice, build a Configuration Management Database (CMDB) and implement them with a Service Management tool. Did the company meet its goal of providing a higher level of service to its customers? This year State Farm returns to share its accomplishments as well as the struggles and successes experienced along the way.
Speakers:
Tom Grogg, Project Coordinator, State Farm Insurance
Kathy McIntyre, Component Manager, State Farm Insurance |
| 3:30pm-4:20pm |
15,000 Configuration Items: Too Much or Too Little?
This presentation will review what Configuration Management is and why it is important for all Service Management processes. It will outline setting and implementation guidelines, then explore considerations regarding people and effort, from implementation to ongoing maintenance, from manual to automated data entry. Last it presents an actual architecture within Procter & Gamble and the derived lessons. This includes specifics on database and tools, scope, level of detail of Configuration Items (CIs), relationship of CIs, resources to maintain the CIs, integration with asset management and automation of data entries.
Speaker:
Rinaldo Gatto, Systems Manager, Procter & Gamble Services Co.
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| 4:30pm-6:00pm |
itSMF St. Louis Cardinals Baseball Night
Pre-Game Warm Up" Reception Begins at 4:30pm on the Expo Hall floor followed by St. Louis Cardinals Baseball Game
Sponsored by:
*Refer to your Registration Confirmation for details on how to purchase a ticket to the game!
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Sponsorship/Exhibitor Inquiries: To learn about the integrated marketing sponsorship and exhibitor programs available, please contact:
Companies Beginning with A-M
Elaine Mershon, Director of Sales, emershon@jupitermedia.com, (508) 533-4995
Companies Beginning with N-Z
Peter Westerholm, Account Executive, pwesterholm@jupitermedia.com, (203) 662-2917
Registration questions please contact our Registration Department at registration@jupitermedia.com or 203-662-2857.
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