| CONFERENCE AT A GLANCE |
| Sunday, September 14, 2003 |
| 3:00pm–6:00pm Early Registration |
| 4:30pm–6:00pm Welcome Networking Reception Sponsored by itSMF USA and Jupitermedia |
| Conference Agenda - Monday, September 15, 2003 |
| 7:00am–6:00pm Registration |
| 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
Bob Artner, Vice President, TechRepublic |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
| The Business Value of Service Management |
Implementing IT Service Management Programs |
IT Service Management Projects |
IT Service Management Best Practices |
| 10:00am–10:50am |
Setting an IT Service Management Strategy in Your Organization
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U.S. Army Implementing ITIL at the Pentagon’s ITA
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Building Bridges: An ITIL Powered Data Exchange
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itSMF: a Global Growth Story
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| 11:00am–11:50am |
A Company's IT Process Reengineering Story
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Caterpillar, Inc. - IT Service Management Deployment Continues
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Measuring IT's Impact on Business Services
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How ITIL Change Management Could Have Saved My Job
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| 12:00pm–1:00pm Expo Hall Opens/Lunch on the Expo Floor |
itSMF Solution Center on the Expo Floor
(see agenda for presentation schedule)
|
| 1:00pm–1:30pm Dessert on the Expo Floor |
| 1:30pm–2:20pm |
ITIL, CMMI & ISO – A Convergence
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The Long Road to Maturity: Service Level Management at State Farm
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Calculating the Value of IT Service Management & A Proposal for Inter-Entity ITSM
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Models for Implementing IT Service Management
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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
Tom Grogg, Project Coordinator, State Farm Insurance
Kathy McIntyre, Component Manager, State Farm Insurance |
| 3:30pm–4:20pm |
The Business Value of Operational Excellence
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An ITIL Journey for the Small Company: A Golf Metaphor |
PANEL: Tool Selection for ITIL Processes
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15,000 Configuration Items, Too Much or Too Little?
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4:30pm–6:00pm itSMF St. Louis Cardinals Baseball Night*
"Pre-Game Warm Up" Reception Begins at 4:30pm followed by St. Louis Cardinals Baseball Game
Sponsored by Hewlett Packard 
*Refer to your Registration Confirmation for details on how to purchase a ticket to the game!
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| Conference Agenda - Tuesday, September 16, 2003 |
| 7:00am–6:00pm Registration |
| 8:00am–8:45am Conference Breakfast |
9:00am–9:50am Morning Keynote:
Anthony Maggi, Director, Global Infrastructure, Intel and Ravi Nannapaneni, Leader, Service Management Initiative, Intel |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
| The Business Value of Service Management |
Implementing IT Service Management Programs |
IT Service Management Projects |
IT Service Management Best Practices |
| 10:00am–10:50am |
Kinetic Velocity: ITIL and Lean Six Sigma
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Implementing Service Management: The Role of Knowledge Management
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Service Desk Plain and Simple: A Case Study
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ITSM – What Is It And Are You Doing It Already?
|
| 11:00am–12:00pm Expo Hall Opens |
itSMF Solution Center on the Expo Floor
(see agenda for presentation schedule)
|
| 12:00pm–1:00pm Lunch on the Expo Floor |
| 1:00pm–1:30pm Dessert on the Expo Floor |
| 1:30pm–2:20pm |
ISO & ITIL Best Practices in IT Service and Quality Management Systems
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The Role of ITIL in Mergers & Acquisitions
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Building the Service Management Architecture with Tools, Process, and People
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PANEL: Certification
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| 2:30pm–3:20pm |
PANEL: What’s a Company to Do?
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Application Performance: Breaking Down Organizational Silos
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Using Best Practice Service Management in IT Outsourcing
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ITIL, ITSM and LOTR
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3:30pm–4:20pm Afternoon Keynote:
Implementing ITSM: Business IT Alignment and Organizational Change Management Issues
John Heller, Director of Global IT Solutions, Caterpillar, Inc. |
| 4:30pm–6:00pm Expo Hall Open |
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| Conference Agenda - Wednesday, September 17, 2003 |
| 7:00am–4:00pm Registration |
| 8:00am–8:45am Conference Breakfast |
9:00am–9:50am Morning Keynote: The Merrill Lynch Framework
Elizabeth A. Byrnes, First Vice President, Infrastructure and Data Services, Merrill Lynch & Co. |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
| The Business Value of Service Management |
Implementing IT Service Management Programs |
IT Service Management Projects |
IT Service Management Best Practices |
| 10:00am–10:50am |
Internal/External Service Providers: The Business Value of IT Service Management
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PANEL: How Does One Measure Success
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HP IT Service Management Transformation
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Instant ITIL
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| 11:00am–12:00pm Expo Hall Opens |
| 12:00pm–1:00pm Lunch on the Expo Floor |
| 1:00pm–1:30pm Dessert on the Expo Floor |
| 1:30pm–2:20pm |
Establishing the Value of IT: How IT Value Management Helps Establish Business & IT Alignment
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Case Study: Desktop Transformation Initiative
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Service Desk: A Grass Roots Approach to Leveraging ITIL
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Using Problem Management to Improve Service Liability and Deliver Cost Savings
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| 2:00pm Expo Hall Closes |
| 2:30pm–3:20pm |
Selling ITIL into the Organization: It’s a Process
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That Dang Product Implementation Team
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Good, Fast or Cheap – Pick All Three for Success
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CSME – U.S. – Based ITIL Examinations
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3:30pm–4:20pm Closing Keynote: Introducing IT Service Management in the World’s Largest Software Company
Rick Devenuti, CIO and Corp VP, Microsoft |
