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Simulation Sunday:
Sept. 26: 8am-5pm
Conference Hours:
Sept. 27: 8:45am-6:30pm
Sept. 28: 9am-6:30pm
Sept. 29: 9am-3:50pm
Registration Hours:
Sept. 26: 5pm-8pm
Sept. 27: 7am-6:30pm
Sept. 28: 8am-6:30pm
Sept. 29: 8am-3pm
Expo Hall Hours:
Sept. 27: 12pm-2:30pm
5:15pm-6:30pm
Sept. 28: 12pm-2:30pm
5:15pm-6:30pm
Sept. 29: 12pm-2pm
Post-Conference Training Classes:
Sept. 30: 8am-5pm
Oct. 1: 8am-5pm
Oct. 2: 8am-2pm
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Tuesday, September 28 - Agenda: Conference Day 2*
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For track descriptions, please click on the following:
Track 1: SOLVING BUSINESS PROBLEMS USING IT SERVICE MANAGEMENT
Track 2: STARTING AN ITSM PROGRAM AND KEEPING IT ROLLING
Track 3: TURNING ITSM THEORIES, STRATEGIES & TOOLS INTO REALITY
Track 4: BUILDING ITSM AWARENESS & SKILLS
Track 5: THE VALUE OF ITSM TO FEDERAL, STATE AND LOCAL GOVERNMENT AGENCIES
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| 8:00am-6:30pm |
Registration Hours
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| 9:00am-9:50am |
Keynote: ITSM Breakthrough: Achieving Implementation and Results Within One Year
An increasing number of corporations are undertaking ambitious efforts to implement ITIL® in order to gain IT Service Management benefits. Most of these companies are looking at multi-year projects where the benefits appear to be on the far-off long term horizon. This keynote presentation will discuss a radical approach, used at several companies, that involves implementing all 10 ITIL® processes simultaneously, combining both strategic and tactical approaches to achieve real business benefits. The keynoter will share business reasons and conditions that have been leading large corporations to utilize ITIL® and make the needed investments to implement IT Service Management solutions.
Speaker:
Randy Steinberg, Senior Consultant, Covestic
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| 10:00am-10:50am |
Optimizing Infrastructure Services Through ITIL® - Track 1
This session will discuss how Ernst & Young used the ITIL® framework to build an ITSM total cost of ownership financial model for a client concerned with steep projected increases in its infrastructure services spending that would have severely limited the client's ability to plan new services in support of significant business growth and planned acquisitions. The model allowed Ernst & Young to create "what-if" scenarios around changes in ITSM processes and infrastructure services to deliver achievable cost savings. The speaker will focus on how this model can be used to understand cost behaviors and how ITSM implementation projects provide real cost reduction.
Speaker:
Steven Sparks, Engagement Director, Ernst & Young
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| 10:00am-10:50am |
Air Products ITSM Implementation - Track 2
Air Products has been implementing IT Service Management principles based upon ITIL® best practice frameworks for the past year. This presentation will take you through the decision process Air Products used to determine how and where to focus its efforts. Some of the areas covered in the presentation include project purpose and objectives, key drivers, implementation strategy and scope, moving the organization from a functional to a process focus, new roles, insights on the implementation process, and metrics and techniques used to sustain the changes to processes, once implemented.
Speaker:
Larry Killingsworth, Manager, Global IT Internal Process Development, Air Products and Chemicals, Inc.
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| 10:00am-10:50am |
PANEL: Which Came First? The Tool or the Process? - Track 3
This panel will explore the role that tools can play in an ITSM implementation effort. Are tools and technology drivers or enablers? How can tools be used most effectively? Can tools be a hindrance to implementation? Can an implementation be successful without a tool? We will explore these and other fascinating questions related to the technologies that make ITSM possible or impossible.
Moderator:
Michael Cardinal, Service Level Management Team, State Farm Insurance
Panelists:
Andrew Bird, Vice President of Marketing and Business Development, mValent
Donna Bolen, Region Manager, FrontRange Solutions, Inc.
Sheldon Borkin, Ph.D., Vice President, Strategic Accounts, Cendura
Ed Dziadzio, Product Marketing Manager, Concord Communications
Ben Rewis, VP, Systems Management, Inovant
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| 10:00am-10:50am |
Improving Help Desk Service and Efficiencies - Track 4
In this session, attendees will learn how the IT support department at Parkview Health dealt with increased call levels and still improved service without using additional resources. The session will include a detailed look at Incident Management and how it was implemented in a real life situation to maximize the available resources and provide increased service levels to customers.
Speaker:
Christopher Reed, Senior Information Systems Analyst, Parkview Health System
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| 10:00am-10:50am |
Quantifying The Value Of Effective and Efficient Security Controls - Track 5
Something is wrong. You have change management processes, but you're definitely not a high-performing organization. There must be something more to change management than bureaucracy, good intentions and scarcely attended meetings! Deep down, everyone knows that the process is being circumvented, because crippling outages, finger-pointing, blame-shifting, and phantom changes are running rampant. Worst of all, audit is now hot on your trail, requiring you to prove that you are actually managing every change!
How did all this happen to you, even though you have a change management process? How do effective and efficient IT security controls help achieve increase IT availability, reduce downtime, and reduce the amount of unplanned work for IT organizations? How do high-performing IT operations organizations use them to decrease operational expense and increase service quality? What is the financial return of various ITIL practices, specifically change and configuration management processes?
Gene Kim and Kevin Behr will show how and why change management must be connected with 2 other critical ITIL process areas in order to deliver on its full promise. They will reveal the secrets of high performing IT organizations, codified in the Visible Ops methodology, created from over three years of research, studying hundreds of organizations, and hands-on experience.
Speakers:
Kevin Behr, CTO, IP Services
Gene Kim, CTO, Tripwire
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| 11:00am-11:50am |
A Service Management Approach to Managing Infrastructure Costs - Track 1
IT's imperative is to deliver excellent application service levels in order to support mission-critical business activities. At the same time, IT management seeks options for managing the operating costs of the underlying infrastructure. The implicit challenge in this scenario leads to the question, "How can we reduce infrastructure costs without compromising application service?" To develop an informed answer to this question, managers need to follow best practices aimed at reducing the risk of change. Attendees will learn: why a service management approach is necessary to ensure service delivery while managing infrastructure costs, best practices for infrastructure cost optimization projects, and how customers have achieved success in managing IT costs and maintaining excellent service.
Speaker:
Mike Walter, Global Solutions Product Consultant, Compuware Corporation
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| 11:00am-11:50am |
PANEL: Continuing to Improve Processes After the Excitement of the Initial Rollout is Gone - Track 2
In this panel we will drill into keystones for keeping an ITSM program rolling including: How to identify the drivers of change; How to identify your support group; When and how you should team up with a vendor; What approaches can be used to identify improvement potential; How do you keep people engaged in improving ITSM processes.
Moderators:
Denis Esslinger, Senior Technologist, PPL
Jan Heuthorst, Manager Consulting Services, Quint Wellington Redwood
Panelists:
Michael Carlson, Sr. Director of Support Services, Microsoft IT
John Long, Tivoli Technical Strategy, IBM
Kristopher Nelson, Manager of ServiceStar Administration, U.S. Bank
Jack Probst, CPCU, Enterprise IT Process Officer, Nationwide Insurance
David Ratcliffe, President, CEO, Pink Elephant International
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| 11:00am-11:50am |
Service Management in 30 Days – 3 Case Studies - Track 3
There are two things the IT industry learned from its experience with IT Service Management implementations: 1) It takes a long time to get the processes defined, and 2) the risk of failure is high. But those days are over. Service Management can now be implemented successfully within 30 days, and without risk. This presentation will explain how this new industry benchmark was established, how it is accomplished, and what customers should no longer accept from external service management experts. The presentation concludes with three case studies from organizations that have implemented their service management processes within 30 days.
Speaker:
Frederieke Winkler Prins, Senior Consultant and Partner, Service Management Partners
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| 11:00am-11:50am |
Security Management Best Practices Weaves its Way Into ITSM - Track 4
This session will discuss security management and will highlight the efforts of the Information Security Forum (ISF), a non-profit industry association with roots in Europe, that is devoted to strong security management best practices. The presenter will cover: the benefits of the ISF; information risk management and how it drives decision-making; the implications of risk; getting information under control; and how security management fits into IT Service Management.
Speakers:
Theresa Compton, Security Analyst, State Farm Insurance
Dan Landess, Security Analyst, State Farm Insurance
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| 11:00am-11:50am |
Exploring How ITIL® Supports the Federal Enterprise Architecture Mandates - Track 5
As awareness of ITIL® and IT Service Management continues to grow in the government sector. More and more agencies are wondering how they can use existing best-practice process guidance in support of government mandates like the Federal Enterprise Architecture (FEA). This session will discuss how this guidance not only helps bring stability, availability and manageability to government IT services, but also helps satisfy certain requirements imposed by the FEA mandates.
Speaker:
Shawn LaBelle, Operations Solutions Architect, Microsoft Public Sector Services
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| 12:00pm-2:30pm |
Expo Hall Opens/Lunch on the Expo Floor
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| 2:30pm-3:30pm |
Re-Aligning an IT Organization to Effectively Initiate an IT Service Management Program - Track 1
This session describes the IT organization realignment under way at VW Credit, Inc. The presenter will discuss the process of documenting the company's five-year IT strategy and the significant changes being made to VW Credit's organizational structure to better support the core business areas and align with ITIL® principles. This strategy involves multiple IT governance "enablers" such as ISO, CoBIT, and ITIL®. The presenter also will highlight the organizational realignments and changes made, the ITIL® process improvement plan as well as technology infrastructure optimization and integration strategy.
Speaker:
Jack Klosterman, Chief Information Officer, VW Credit, Inc.
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| 2:30pm-3:30pm |
Coping With the Inevitable "Pig in the Snake" - Track 2
This session presents an actual process improvement initiative within ABN AMRO North America. The initiative began about three years ago with extensive training, process teams and a lot of enthusiasm. Three years later enthusiasm has dwindled, process initiatives have stalled, the big players have moved on and the minions are floundering. Although the initiative appears to be in crisis mode, it is a state that could be both expected and remedied. Using the "pig in the snake" as a visual representation of how the processes can become bottlenecked, this presentation will detail actual events, along with how ABN is coping with and resolving those bottlenecks.
Speaker:
Ann Winter, VP, Manager Information Services, ABN AMRO
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| 2:30pm-3:30pm |
Giving the Baby a Name: Defining and Naming a Service - Track 3
Naming and defining a service in the sense advocated by ITIL® may seem mundane, but in reality it can be an arduous task, even in smaller companies.
The speaker will present two case studies to illustrate the difficulties of naming and defining services. Some of the more obvious issues are: communication with the customers; buy-in and understanding by management; tool considerations; semantics and; acceptance by the providers of the service. Based on his experience, the speaker will illustrate these challenges in naming and defining services and how he used publicly available models and other techniques to help achieve project goals.
Speaker:
Jan D. Vromant, ITIL® Service Manager and Consultant
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| 2:30pm-3:30pm |
Continuity Planning at State Farm Insurance: Selling Insurance to an Insurance Company! - Track 4
This presentation will discuss the Business Continuity Planning (BCP) process being used at State Farm Insurance to create actionable continuity plans for the business and IT departments. Topics included in the discussion will be: Getting started (the evolution of BCP at State Farm Insurance and changing focus from IT to enterprise needs); refining the BCP process at State Farm Insurance; the scope of BCP at State Farm Insurance; delivery timeline; business area engagement (gaining business area support); status and ongoing maintenance of the Continuity Program and; program maintenance beyond initial plan development.
Speaker:
Sue Baar, Component Manager, State Farm Insurance
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| 2:30pm-3:30pm |
Mind the Gap-Leveraging the Service Desk and IT Operations for Improved Business Service Delivery - Track 5
Mature IT operations and service desk professionals have long understood the need to integrate their change management processes in with their incident management and problem management processes to achieve maximum effectiveness. For over a decade, IT organizations have been making attempts to integrate their real-time IT operations and the service management teams, but the gap between IT operations and service management still remains large. This presentation will discuss the problems this gap is creating in today's organizations and review best practices for bridging the gap through people and tools.
Speaker:
Mary Nugent, Vice President and General Manager, Service Management Solutions, BMC Software
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| 3:30pm-4:20pm |
Keynote: A Journey From NeverNeverland
The Walt Disney Internet Group (WDIG) began implementing ITSM in 2002 at a time where it was recovering from several mergers, dot.com collapse, and struggling to find its core purpose. The level of service provided by WDIG to the other business units within the company was very poor and the survival of WDIG as a viable business was at risk.
This is a story of one company's attempt to prove itself worthy of the Disney brand by changing the inherited dot.com culture of managing servers and technology to one of managing services and demonstrating business value.
Speaker:
Michael DeAngelo, IT Service Manager, Walt Disney Internet Group
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| 4:30pm-5:20pm |
Realizing the Benefits of Implementing Incident, Problem and Change - Track 1
Service Management is defined by ITIL® as "the process of maintaining and gradually improving business-aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service." The ITIL® Service Support model includes Incident, Problem and Change management. These three are critical in supporting the organization in delivering services and products to customers both internal and external. This case study presentation will outline how one organization realized the benefits of implementing Incident, Problem and Change Management and has gone on to implement Configuration Management, Capacity Management, Availability Management and Service Management.
Speaker:
Ken Doughty, Chief Information Officer, TAB Limited
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| 4:30pm-5:20pm |
There is Life After Outsourcing – How ITSM Can Continue to Live On - Track 2
Last year, Hewlett-Packard announced a $3 billion, 10-year agreement to provide IT infrastructure and application services to Procter & Gamble. P&G's ITSM program was initiated and matured within the group that was outsourced. With both the work and many employees moving to HP, P&G's entire Service Management program began losing momentum. After assessing the retained IT work, the ITSM program was revitalized to encompass proactive management of suppliers and IT services, focusing on the value of solid system platforms to create an environment for continuous process improvement and innovation. This presentation covers the challenges of sustaining an ITSM program in the midst of a major IT outsourcing effort.
Speaker:
Leah M. Palmer, Associate Director, Procter & Gamble Company
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| 4:30pm-5:20pm |
Is a Successful ITSM Strategy the Eighth Wonder of the World? - Track 3
It is said the pyramids of Egypt are the only wonder from the ancient world left standing, the others having failed to pass the test of time for one reason or another. Given the supposed effort to establish and sustain, is a successful IT Service Management strategy the eighth wonder? Are there lessons to be learned from the seven that went before? In this presentation we shall investigate the 40 greatest mysteries of a successful strategy.
This presentation is a "must experience" for any individual or organization busy or considering an ITSM strategy leveraging the ITIL® best practices and will also include a list of the top 20 key artifacts (evidence of human activity), required by such a strategy.
Speaker:
Ian M. Clayton, President, IT Service Management Institute (ITSMI)
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| 4:30pm-5:20pm |
ITIL and CMM® – Friends or Foes? - Track 4
While the IT infrastructure management world is embracing ITIL more and more and has become comfortable with its content on one hand and the implementation on the other hand, a new synonym is crawling into the IT management world: CMM® or CMMI®. Already CIOs are asking about the relationship between ITIL and CMM® and operations managers are being challenged by business owners to comply with CMM in the realm of IT management.
This session will introduce the audience to CMMI® and how it compares with ITIL and where the differences are. The presentation will cover in particular the aspects of overlapping coverage and compatibility. It will also describe a framework how both ITIL and CMMI® can not only coexist, but are essentially required to cover all processes in complete end-to-end IT lifecycle management.
Outline:
- Brief overview of CMMI® and its history.
- Comparative analysis of ITIL and CMMI®.
- Overlapping areas and compatibility
- Framework for ITIL and CMMI® coexistence
- How to take advantage of CMMI® in ITIL implementation projects.
Notice: CMM® and CMMI® are registered trademarks of the Software Engineering Institute at the Carnegie Mellon University.
Speaker:
Matthias Klaer, Worldwide Maturity Assessment Program Manager, Hewlett-Packard Co.
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| 4:30pm-5:20pm |
How to Effectively Integrate People, Process, & Technology in Complex Government Environments with IT Service Management - Track 5
This presentation will cover how implementing ITSM processes and tools will enable Federal, State and Local government agencies to overcome common IT Management challenges. It will discuss the benefits and challenges of transitioning from a silo-type organization, to one which is able to share repeatable common processes, procedures, and tools across the organization. Topics covered will be:
- The common challenges in government organizations and ways to overcome them. This will include: Challenges to the Organization, The Vision, The Transition, Education, Critical Success Factors, Barriers, and Lessons Learned.
- Challenges of the various levels of government. Today each level runs it's own business, but the public is demanding a more seamless service. Find out how IT Service Management will help government organizations achieve this.
- Without automation it just won't work. Tools overview showing the success of customizing tools to make the processes work.
- The most challenging obstacle to overcome is the people within the organization and the resistance to change. Learn how to gain momentum for ITSM with the organization and motivate staff to embrace ITSM.
Also covered will be the critical link between IT and the various government services that it supports. How can IT align itself with the diverse service offerings that governments are faced with delivering? Finally, at the end of this presentation, the audience will walk away with an ITSM roadmap. They will understand how IT Service Management, ITIL processes, and tool customization enable government organizations to deal with their unique IT management challenges more proactively and with greater predictability.
Speaker:
Ida Ellams, ITSM Consultant, Pepperweed Consulting
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| 5:20pm-6:30pm |
Expo Hall Open
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| 6:30pm-7:30pm |
Special Forum: When ITIL(R) was Young - Tales from Before and After the "Big Bang"
There are many legends of the origins of ITIL(R). In this informal panel
session, the truth will be revealed. A panel of participants in the years of
work leading up to and then launching ITIL(R) will tell the true tales of
who, what, where, how, and why the need for an IT Infrastructure Library was
identified and then satisfied at the end of the 20th Century. The panel will
take questions - and provide contrasting answers.
Facilitators:
Martin Erb, Sr. Service Manager, Capital One
Beverly Wileman-Pratt, Independent ITSM Consultant
Participants:
Ivor Evans, StAY Technologies
Brian Johnson, Director of Product Development, Pink Elephant
Aidan Lawes, CEO, itSMF UK & International
Ivor Macfarlane, Independent Consultant/Trainer and itSMF International Executive Board member
Alan Nance, Executive Consultant, Agilita Consulting
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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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