| CONFERENCE AT A GLANCE |
| Sunday, September 26, 2004 |
7:00pm–8:00pm Special Welcome Reception sponsored by itSMF USA, Concourse Level Lobby, Long Beach Convention Center
(Registration will be open on Sunday from 5:00 - 8:00 PM)
|
| Monday, September 27, 2004 |
| 7:00am–6:30pm Registration |
| 8:45am–9:00am Conference Welcome and Introduction |
9:00am–9:50am Opening Keynote:
ITSM: A Golden Opportunity for the Golden State
J. Clark Kelso, CIO, State of California |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
Track 5 |
| Solving Business Problems Using IT Service Management |
Starting an ITSM Program and Keeping it Rolling |
Turning ITSM Strategies & Tools Into Reality |
Building ITSM Awareness & Skills |
The Value of ITSM to Federal, State and Local Government Agencies |
| 10:00am–10:50am |
Future Developments in ITIL® and Service Management Processes
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After the Launch: Maintaining Momentum
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A New Era in Service Management
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The Convergence of Metadata and IT Service Management
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Delivering Value to Upper Management at the State of Michigan
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| 11:00am–11:50am |
A Proven Case for Cost Savings Using ITIL
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IT All Starts with the Basics
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Service Level Management – Implementing an Operational Agreement
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The Development of ITIL® and ITSM – The Short and Long Term
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Service Desk and Incident Management – Not Just for the Big Boys
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| 12:00pm–2:30pm Expo Hall Opens/Lunch on the Expo Floor |
| 2:30pm–3:20pm |
Merrill Lynch Framework – The Journey Continues
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HDI’s Process Guide to the Mature Support Center
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Managing What Counts with the IT/Business Alignment Cycle
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Capability Improvement Through People
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Understanding the Business Perspective
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3:30pm–4:20pm Afternoon Keynote: Operational Excellence through Service Management
Ron Markezich, Chief Information Officer, Microsoft Corp. |
| 4:30pm–5:20pm |
PANEL: Using ITIL® in Business Strategies – Decisions that Bring Dollars to the Bottom Line
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Delivering Stability on Shifting Sand |
Methods for Improving Implemented Processes
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Deploying a Global IT Service Support Model
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How Do You Measure Up? Comparing Six-Sigma, ITIL® and ISO Standards
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| 5:20pm–6:30pm Networking Reception on the Expo Floor/Expo Hall Open |
| 6:30pm–7:30pm Birds of a Feather Special Focus Groups |
| 8:00pm–12:00am itSMF Membership Appreciation Evening at GameWorks, sponsored by itSMF USA |
| |
| Tuesday, September 28, 2004 |
| 8:00am–6:30pm Registration |
9:00am–9:50am Morning Keynote:
ITSM Breakthrough: Achieving Implementation and Results Within One Year
Randy Steinberg, Senior Consultant, Covestic |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
Track 5 |
| Solving Business Problems Using IT Service Management |
Starting an ITSM Program and Keeping it Rolling |
Turning ITSM Strategies & Tools Into Reality |
Building ITSM Awareness & Skills |
The Value of ITSM to Federal, State and Local Government Agencies |
| 10:00am–10:50am |
Optimizing Infrastructure Services Through ITIL®
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Air Product’s ITSM Implementation
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PANEL: Which Came First? The Tool or the Process?
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Improving Help Desk Service and Efficiencies
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Quantifying The Value Of Effective and Efficient Security Controls
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| 11:00am–11:50am |
A Service Management Approach to Managing Infrastructure Costs
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PANEL: Continuing to Improve Processes After the Excitement of the Initial Rollout is Gone
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Service Management in 30 Days – 3 Case Studies
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Security Management Best Practices Weave their Way into ITSM
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Exploring How ITIL® Supports the Federal Enterprise Architecture Mandates
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| 12:00pm–2:30pm Expo Hall Opens/Lunch on the Expo Floor |
| 2:30pm–3:20pm |
Re-Aligning an IT Organization to Effectively Initiate an IT Service Management Program
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Coping with the Inevitable “Pig in the Snake”
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Giving the Baby a Name: Defining and Naming a Service
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Continuity Planning at State Farm Insurance: Selling Insurance to an Insurance Company!
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Mind the Gap-Leveraging the Service Desk and IT Operations for Improved Business Service Delivery
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3:30pm–4:20pm Afternoon Keynote:
A Journey from Neverneverland
Michael DeAngelo, IT Service Manager, Walt Disney Internet Group |
| 4:30pm–5:20pm |
Realizing the Benefits of Implementing Incident, Problem and Change
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There is Life After Outsourcing – How ITSM Can Continue to Live On
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Is a Successful ITSM Strategy the Eighth Wonder of the World?
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ITIL and CMM® - Friends or Foes?
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How to Effectively Integrate People, Process, & Technology in Complex Government Environments with IT Service Management
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| 5:20pm–6:30pm Expo Hall Open |
| 6:30pm–7:30pm Special Forum: When ITIL(R) was Young - Tales from Before and After the "Big Bang" |
| |
| Wednesday, September 29, 2004 |
| 8:00am–3:00pm Registration |
| 8:00am–9:30am itSMF USA Membership Meeting |
9:30am–10:20am Morning Keynote:
Optionality - A New Business Frontier and a New Opportunity for ITSM
Alan Nance, Executive Consultant, Agilita Consulting |
| Track 1 |
Track 2 |
Track 3 |
Track 4 |
Track 5 |
| Solving Business Problems Using IT Service Management |
Starting an ITSM Program and Keeping it Rolling |
Turning ITSM Strategies & Tools Into Reality |
Building ITSM Awareness & Skills |
The Value of ITSM to Federal, State and Local Government Agencies |
| 10:30am–11:20am |
Desktop Transformation Initiative: Case Study - Part II
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Establishing Service Management Momentum
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Breaking The Code - Effectively Enabling an IT Service Management Initiative
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Integrating your IT Service Management Framework with your Software Development Methodology
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Challenges and Benefits of Implementing IT Service Management at a California State Agency
|
| 11:30am–12:20pm |
The Internal Outsourcer - Adapting to IT's Changing Role
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Launching ITIL® in a High Growth Company: Tales from the Front Lines of eBay, Inc.
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Implementing Problem Management for Procter & Gamble Global Applications - A Real Perspective
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PANEL: ITIL® and CoBIT, CMM, Six-Sigma, ERP, Value Chain, Service Lifecycle, Knowledge Management
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Implementing a Virtual Service Desk: Lessons from the USDA
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| 12:00pm–2:00pm Expo Hall Opens/Lunch on the Expo Floor |
| 2:00pm–2:50pm |
ITIL® as a Tool in Mergers and Reorganizations
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Rapidly Transforming the Decentralized Operations Team
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Getting on the IT Service Management Bandwagon is Not as Scary as you Think
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Increasing Business Value: The Six-Sigma-ITIL® Advantage
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Preparing for the ‘Master’s’ - A Short Guide to Success
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3:00pm–3:50pm Closing Address: The itSMF - Architecting the Future
Ken Wendle, itSMF USA and Aidan Lawes, itSMF UK |
