Event Hours: 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 Premier Sponsor: Platinum Plus Sponsors: Platinum Sponsor: Gold Sponsors: Media Sponsors: Event Public Relations: Hosted By:

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• 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 addresses key IT services management issues including:
  • Configuration Management, Help Desk and Service Desk, Software Control and Distribution, Incident Management, Asset, Change, & Problem Management, Internet/Intranet Management, Release Management, IT Financial Management, Service Level Management, Security, Cost Management, Availability Management, Capacity Management, Service Management, and 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 line of business management, as well as technical professionals.

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The IT Service Management Forum 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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The third annual International IT Service Management Forum includes 6 keynote presentations, 40+ concurrent breakout sessions and a broad range of networking and vendor activities. Program tracks, which are organized around key IT service management issues are designed to teach attendees how to achieve greater IT productivity, establish and maintain best practices, integrated processes and technology enterprise-wide include:

• The Business Value of Service Management
• Implementing IT Service Management Programs – Case Studies of Successful Strategies
• IT Service Management Projects – Case Studies of Successful Tactics and Use of Tools
• IT Service Management Best Practices – Introduction to the IT Infrastructure Library (ITIL)

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Business and technology managers understand the pivotal role IT plays within their organizations, and that the delivery of high quality IT services is fundamental for the ongoing success of their businesses. They also understand that the value of IT services to the enterprise is reduced if their delivery is inadequate and costly, or if their implementation puts the business at risk. In addition, effective IT service management is a key differentiator among organizations seeking to exploit IT in a competitive business environment. Time and again it has been proven that the ability to deliver high quality, low cost IT services, like other technical and business endeavors, is enhanced if those services are based on consistently applied, field-proven, methodologies and best practices.

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In 1988, the UK Office of Government Commerce (OGC) began to define the IT Infrastructure Library (ITIL) - books of guidance on IT Service Management covering the ways to approach the various processes including Help Desk, Problem Management, Change Management, Service Level Management and Configuration Management. The IT Infrastructure Library encapsulates field-proven IT service management best practices in a non-proprietary, technology independent and standardized IT process model. It is the most widely accepted approach to IT service management in the world and is applicable to any type or size of organization. Organizations making use of ITIL increase the quality, efficiency and effectiveness of their IT services, while simultaneously reducing costs and risks. The coupling of proven process models, best practices and standardized, interoperable management solutions, is widely seen as the industry’s best, last hope for delivering and managing increasingly complex, distributed and interoperable IT systems and Web services effectively.

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Morton Cohen, Manager, Service Management Area, Procter & Gamble Board Member, itSMF USA

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• The 1st Annual IT Service Management Forum was held December 6-7, 2001 in Orlando, FL.

• The 2nd Annual event was conducted at the Boston Park Plaza, Boston, MA, September 23-27th, 2002. This event included the addition of ITIL and IT service management training post –conference sessions.

• The 3rd Annual event is scheduled for September 15-20, 2003, at the America’s Center, St. Louis, MO, and will include three full days of conference offerings plus two and one half days of post-conference ITIL and IT service management training.

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At the 1st Annual International IT Service Management Forum, we drew 300 conference attendees. This figure was remarkable given that it was a first time event in a smaller metropolitan market (Orlando), and that the event was moved from the first week in October to the December 2001 timeframe following the 9/11 tragedy. For the Boston event, full attendance was at 800. We fully expect to increase that number dramatically for the 2003 event.

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The Information Technology Service Management Forum (itSMF) is a global consortium of more than 400 international corporations (4,000 individual members) responsible for advancing IT best practices through the utilization of the IT Infrastructure Library (ITIL), which provides a structured framework consisting of systematic and professional road maps for managing complex IT environments. For more information, please see www.itsmf.net.

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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

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Track 1: THE BUSINESS VALUE OF SERVICE MANAGEMENT

Corporate managers correctly perceive that the intelligent application of information technology can be used to differentiate their organizations competitively. Typically, information technology is employed to automate “core” business processes. Technology can also be used to extend existing systems and construct new classes of applications that drive business activities. In either case, information technology and the workings of the business are inextricably linked.

Businesses are dependent on IT to meet business needs and achieve corporate goals, and this dependency increases every day. As such, there is a direct correlation between the delivery of quality IT services and the ongoing success of the business. Therefore, IT must deliver services that ensure that business systems are robust, high performing, scalable and secure in the extreme. Equally important, IT must also deliver services that promote effectiveness in the use of information systems. Anything less has the potential to damage brand equity, as well as consumer and trading partner confidence.

Sessions in The Business Value of Service Management track cover those issues related to the purveyance of high-quality IT services that deliver real business benefits:

• Promoting business effectiveness through IT
• Aligning IT service management with business goals
• IT as a service
• Planning to implement IT service management
• Re-engineering IT services and support
• The business value of IT infrastructure
• Best practices in IT service management
• The business case for IT service management and ITIL
• Building a foundation for IT service management excellence
• Service management concepts
• IT service management readiness assessment
• IT service management basics
• IT service management and process maturity
• Facilitating organizational change
• Customer/supplier relationship management
• Developing the IT service management organization

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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
• Improving quality and productivity in service delivery and support

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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:

• How Tools enable the ITIL process
• 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 practices

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Track 4: IT SERVICE MANAGEMENT BEST PRACTICES INTRODUCTION TO THE IT INFRASTRUCTURE LIBRARY (ITIL)

The IT Infrastructure Library is more than a simple set of best practice guidelines to optimize a few IT service management processes. ITIL is a set of non-proprietary, comprehensive, well-documented and fully integrated 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
• Quantifying ITIL ROI
• Structure of the ITIL library
• ITIL concepts and objectives
• ITIL training and certification
• ITIL modules including:
  • IT Service Support
    • Service Desk (function)
    • Configuration Management
    • Incident Management
    • Change Management
    • Problem Management
    • Release Management
  • IT Service Delivery
    • Service Level Management
    • Security Management
    • Financial Management
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management

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