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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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Tuesday, September 16 - Agenda: Conference Day 2*
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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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| 9:00am-9:50am |
Morning Keynote:
Speakers:
Anthony Maggi, Director, Global Infrastructure, Intel
Ravi Nannapaneni, Leader, Service Management Initiative, Intel
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| 10:00am-10:50am |
Kinetic Velocity: ITIL and Lean Six Sigma
Are you having difficulty in applying Six Sigma and Lean Enterprise Techniques to IT Service Management (ITSM)? Taking the leap to map complex IT processes is often viewed as a time consuming and daunting task.
In this session, attendees will learn how the concept of “kinetic velocity” can infuse energetic speed in transforming IT from a technology focus to a focus on information flow for business success. We will discuss the advantages in creating both a value map and process capability analysis to accelerate the speed in delivery while minimizing costs. The speaker will also walk the audience through a “real life” scenario of improving ITSM release and change management by following a request for change through all of the process steps in order to get a fully functional workstation to a customer.
Speaker:
Louie Peak, Partner, Unisys Information Transformation Consulting Practice
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| 11:00am-12:00pm |
Expo Hall Opens
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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:
11:30am - Hewlett Packard
12:00pm - Computer Associates
1:00pm - iCanSP
5:00pm - BMC Software
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| 12:00pm-1:00pm |
Lunch on the Expo Floor
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| 1:00pm-1:30pm |
Dessert on the Expo Floor
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| 1:30pm-2:20pm |
ISO & ITIL Best Practices in IT Service and Quality Management Systems
This session is designed to provide attendees with an overview of how to combine ISO (International Organization for Standardization) and ITIL compliance efforts into a working solution that provides your customer and your company with the best practices in IT Service and Quality Management Systems. The presenter will focus on the interrelationships of ISO and ITIL Best Practices and will give a brief history of ISO.
Speaker:
Michael F. Meuser, IT Consultant, State of California, California Teachers Retirement System
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| 2:30pm-3:20pm |
PANEL: What’s a Company to Do?
Is ITIL the answer or question? What about ISO 9000-2000, or Cobit, or do you need a black belt in Six Sigma? What is a company to do as a number of “standards” or frameworks, or methodologies converge and overlap the ITSM space. This is a good thing right? A panel of practitioners, vendors and industry experts will discuss the convergence of these standards, frameworks, and methodologies, and help put them all into perspective.
Moderator:
Track 1 Chairperson - Dave Nichols, President, MacKAY Management USA LLC
Speakers:
Bob Costa, Systems Architect, Electronic Data Systems EDS
Michael F. Meuser, EIT Service Management, California State Teachers Retirement System (CalSTRS)
Louie Peak, Partner, Unisys Information Transformation Consulting Practice
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| 3:30pm-4:20pm |
AFTERNOON KEYNOTE: Implementing ITSM: Business IT Alignment and Organizational Change Management Issues
This presentation will provide the audience with challenges and benefits of aligning IT products and services with the business activities they support. John Heller will share his experiences in communicating the value of IT services and reinforce the importance of the IT organization being aware of the need for clear business alignment. Heller also will discuss the importance of organizational Change Management to support and reinforce the IT Service Management strategy and deployment of best practices.
Speaker:
John Heller, Director of Global IT Solutions, Caterpillar, Inc.
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| 4:30pm-6:00pm |
Expo Hall Open
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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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| 9:00am-9:50am |
Morning Keynote:
Speakers:
Anthony Maggi, Director, Global Infrastructure, Intel
Ravi Nannapaneni, Leader, Service Management Initiative, Intel
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| 10:00am-10:50am |
Implementing Service Management: The Role of Knowledge Management
Service Management and Knowledge Management are natural allies. While the market struggles with defining tangible knowledge management solutions that bring real value, Service Management provides an answer -- a robust model for creating, sustaining and exploiting knowledge across IT.
On the other hand, Service Management succeeds or fails based on its ability to manage knowledge. Capacity Management depends on it. Problem Management generates it. Incident Management uses it. It’s the point of Configuration Management. This presentation discusses how Knowledge Management can be a valuable partner to Service Management by guiding the definition and implementation of a Service Management Framework.
Speaker:
Michael McGaughey, Service Management Framework Architect, TXU
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| 11:00am-12:00pm |
Expo Hall Opens
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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:
11:30am - Hewlett Packard
12:00pm - Computer Associates
1:00pm - iCanSP
5:00pm - BMC Software
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| 12:00pm-1:00pm |
Lunch on the Expo Floor
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| 1:00pm-1:30pm |
Dessert on the Expo Floor
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| 1:30pm-2:20pm |
The Role of ITIL in Mergers & Acquisitions
General Mills and Pillsbury had two very different cultures: General Mills was highly technical with limited process; Pillsbury had a broad range of point solutions and a much higher level of process in place. GM created a group whose sole purpose was to implement Service Management for the new organization. The role was to ease implementation and promote proactive management of the environment. The team used IT Best Practice as described in ITIL to bring the two cultures together. This session will discuss the pitfalls the team encountered and how it dealt with them.
Speaker:
Christine Eaton, Manager/operations of Service Management, General Mills
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| 2:30pm-3:20pm |
Application Performance: Breaking Down Organizational Silos
You've spent a fortune arming your organizational silos with tools, yet application performance continues to be a problem. A practical five-step approach can empower you to cut through departmental boundaries and deliver the performance your business really needs.
Speaker:
Ron Schuerkamp, Director of Performance Solutions, Compuware
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| 3:30pm-4:20pm |
AFTERNOON KEYNOTE: Implementing ITSM: Business IT Alignment and Organizational Change Management Issues
This presentation will provide the audience with challenges and benefits of aligning IT products and services with the business activities they support. John Heller will share his experiences in communicating the value of IT services and reinforce the importance of the IT organization being aware of the need for clear business alignment. Heller also will discuss the importance of organizational Change Management to support and reinforce the IT Service Management strategy and deployment of best practices.
Speaker:
John Heller, Director of Global IT Solutions, Caterpillar, Inc.
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| 4:30pm-6:00pm |
Expo Hall Open
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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
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| 8:00am-8:45am |
Conference Breakfast
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| 9:00am-9:50am |
Morning Keynote:
Speakers:
Anthony Maggi, Director, Global Infrastructure, Intel
Ravi Nannapaneni, Leader, Service Management Initiative, Intel
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| 10:00am-10:50am |
Service Desk Plain & Simple: A Case Study
This session presents a case study showing how one man tracked pieces of information and created a high-performance Service Desk. Bob Morris measured outcomes, identified patterns, forecast call volumes and scheduled people based on his model. Average wait time dropped from 115 seconds to 20 seconds with a <2% abandon rate. During this same period, staff levels were reduced by 25%. These results (nearly 83% reduction) were achieved during a merger period. From that he created a new schedule for employees and a new system based on his interpretation of prior trends.
Speaker:
Bob Morris, Manager of Problem Management, General Mills
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| 11:00am-12:00pm |
Expo Hall Opens
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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:
11:30am - Hewlett Packard
12:00pm - Computer Associates
1:00pm - iCanSP
5:00pm - BMC Software
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| 12:00pm-1:00pm |
Lunch on the Expo Floor
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| 1:00pm-1:30pm |
Dessert on the Expo Floor
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| 1:30pm-2:20pm |
Building the Service Management Architecture With Tools, Process, and People
This presentation will discuss how State Farm Insurance is leveraging IT Service Management in building their Service Management Architecture by pulling together tools, metrics, process, and people. It will discuss how metrics play a key role in showing the success of the Service Management architecture to include quality reviews of the architectural solutions and design. In order to make this all work in their project development lifecycle and prepare for transition into the production environment, they'll discuss how a Service Delivery development process was critical in making the Service Management Architecture successful.
Speakers:
George Tullier, Al Alsman, State Farm Insurance
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| 2:30pm-3:20pm |
Using Best Practice Service Management in IT Outsourcing
Successful IT implementations utilize the best of proven processes and tools. In this session, Bob Meddaugh, the Technical Lead for Tools and Automation at one of EDS's largest clients, will share his organization's experience in the journey to documenting and implementing best practice guidelines for outsourced IT services and its 'larger' effects on the bottom-line especially for organizations operating in a very competitive and technology-driven industry. Details of how processes and tools work in sync to achieve customer successes when IT is the business will be discussed by Bob with Pete Waterhouse, Director of Marketing at CA.
Speakers:
Bob Meddaugh, Senior Infrastructure Specialist, EDS
Peter Waterhouse, Director Unicenter Brand Marketing Team, Computer Associates
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| 3:30pm-4:20pm |
AFTERNOON KEYNOTE: Implementing ITSM: Business IT Alignment and Organizational Change Management Issues
This presentation will provide the audience with challenges and benefits of aligning IT products and services with the business activities they support. John Heller will share his experiences in communicating the value of IT services and reinforce the importance of the IT organization being aware of the need for clear business alignment. Heller also will discuss the importance of organizational Change Management to support and reinforce the IT Service Management strategy and deployment of best practices.
Speaker:
John Heller, Director of Global IT Solutions, Caterpillar, Inc.
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| 4:30pm-6:00pm |
Expo Hall Open
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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
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| 8:00am-8:45am |
Conference Breakfast
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| 9:00am-9:50am |
Morning Keynote:
Speakers:
Anthony Maggi, Director, Global Infrastructure, Intel
Ravi Nannapaneni, Leader, Service Management Initiative, Intel
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| 10:00am-10:50am |
ITSM: What Is It and Are You Doing It Already?
IT Service Management at first can be a bit mysterious and overwhelming to understand. However, many organizations already may be doing ITSM activities. Does it have to be difficult? No. ITSM can be easily understood and approached if one takes the time to make it work. This overview will introduce the concepts and terminology of ITSM in an understandable fashion. The introduction will bring ITSM down to ground level, allowing individuals and companies to successfully understand ITSM.
Speaker:
Theresa Compton, Technical Infrastructure Specialist, Systems, State Farm Insurance
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| 11:00am-12:00pm |
Expo Hall Opens
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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:
11:30am - Hewlett Packard
12:00pm - Computer Associates
1:00pm - iCanSP
5:00pm - BMC Software
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| 12:00pm-1:00pm |
Lunch on the Expo Floor
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| 1:00pm-1:30pm |
Dessert on the Expo Floor
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| 1:30pm-2:20pm |
PANEL: Certification
This panel discussion will be centered around ITIL certification including discussion of the various levels of certification available, the requirements for the certifications and what benefits ITIL certifications provide. Also covered will be possible issues surrounding testing and grading of the exams, as well as how and where to obtain training and testing.
Moderator:
Track 4 Chairperson – Ron Nelson, Affina
Panelists:
Wayne Benz, EXIN
Ian Clayton, ITSMI
Ian Daykin, CSME
Aidan Lawes, CEO, itSMF UK & International
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| 2:30pm-3:20pm |
ITIL, ITSM, and LOTR
Almost 50 years ago, one of the most popular books of the 20th century was first published:
J.R.R. Tolkien’s The Lord of the Rings. In 2001, the first volume of that classic trilogy was released as a major motion picture. Why did it take so long? As director Peter Jackson explains, “The technology of making movies finally caught up with Tolkien’s vision and imagination.”
The first books of the IT Infrastructure Library (ITIL) were published almost 12 years ago. In this clever, insightful and entertaining presentation, learn how recent developments in IT Service Management have finally caught up with the vision of IT Service Management, and practical ideas to move from “Books to Vision” and from “Vision to Reality” in your organization.
Speaker:
Ken Wendle, Senior Solution Architect, Hewlett Packard
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| 3:30pm-4:20pm |
AFTERNOON KEYNOTE: Implementing ITSM: Business IT Alignment and Organizational Change Management Issues
This presentation will provide the audience with challenges and benefits of aligning IT products and services with the business activities they support. John Heller will share his experiences in communicating the value of IT services and reinforce the importance of the IT organization being aware of the need for clear business alignment. Heller also will discuss the importance of organizational Change Management to support and reinforce the IT Service Management strategy and deployment of best practices.
Speaker:
John Heller, Director of Global IT Solutions, Caterpillar, Inc.
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| 4:30pm-6:00pm |
Expo Hall Open
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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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