Track Description
Today’s IT service providers have begun to transition away from focusing solely on their technology to finding ways to add business value. After all, to be  competitive they must make their client relationships - internal and external - a top priority. In the IT Service track, participants will learn the practical steps and cultural changes required to implement different IT service management approaches as well as key performance indicators for adding business value. We’ll also look at successful case studies, best practices and first-hand experiences with IT service implementation. Thank you to our track sponsor, CA.
Track Sessions
Enablement 3.0
Matthew Morris, Partner, Database Services, Rolta TUSC, Chicago
This session will discuss how advances in IT Service Management and Infrastructure have provided the gateway to extend IT capabilities and provided a more dynamic infrastructure. The presentation will review current solutions such as Exadata, PureScale, EMC Vmax as well as advances in server technologies, databases and operating systems. It will also provide guidance on how you can use these enhanced capabilities to enable your ecosystem.
Service Manager 2010 - Automate Change Management
Mike Kellogg, Senior Technology Specialist, Microsoft, Minneapolis
This session and its demos will focus on how System Center Service Manager 2010 automates Change, Problem, Incident and Configuration Management. Service Manager 2010 is a flexible IT automation platform that provides built-in workflows for change control and problem resolution. The demos and session will give you a deeper understanding of the features and capabilities of Service Manager 2010.
IT Service Management on a Shoestring
David Cannon, ITSM Practice Principal, Hewlett-Packard, Houston
This interactive and entertaining presentation will dive into rules for cost effective ITSM and why IT Service Management is not an "objective," but an "approach." Most importantly, this session will explore why Service Management is about people above everything else.
People, Culture and Organizational Transformation
Teresa Mount, Service Management Consultant, Maryville Technologies, St. Louis
What’s at the heart of an organization’s success? Of course, it’s the people and the extent to which they embrace change. The organization’s culture and governance structure influences these behaviors, also contributing to results. Certainly, there are many other factors and considerations when embarking upon enterprise-wide change initiatives, but the probability of success increases substantially when the staff understands and supports the change. Come to this session to explore lessons learned from someone who has “been there, done that” and walk away with tips you can take home and use. The layers of change resistance will be discussed as well as the importance of structured communications.
Cheese with Your Burger on a Cloudy Day!
John Ulery, Senior Principal Product Manager, CA, Boston
The role of the CIO is transitioning from one of manufacturer to being the aggregator of the components for the service delivered. So how does the CIO understand, aggregate and combine the ingredients including Cloud, SaaS, on-premise delivery to meet and exceed the consumers’ expectations? Allan Andersen, Vice President and thought leader at CA, will discuss a pragmatic approach to managing the cost and value of IT via Service Portfolio Management (SPM). Far from being an academic or purely analytical exercise, SPM can make business alignment specific, actionable and demonstrable by linking SPM-driven business agreements for service function, quality and cost to ongoing service management disciplines such as demand, service level, financial and catalog management. Having a strong service management discipline might not have been a necessity when everything was in-house, but will be when the clouds gather.
Selling Service Management to Your Team
Les McMullen, ITSM Program Manager, HDR
IT Service Management is an ORGANIZATIONAL change, or so stresses one of Les McMullen's rules to selling and successfully delivering IT Service Management to an organization. His other "tenets" tackle issues ranging from recognizing the importance of metrics to drive corrective actions for continuous improvement to defining senior management's role in all phases of initiatives. McMullen will share and explore the deeper meanings of his 13 rules during this session.
Real World ITSM Implementation
Lynn Miller, ITSM Consultant
ITSM Implementation of Service Desk and CMDB at First Data. This discussion will be about the challenges faced for this implementation, and the strategy to implement across the company globally. The aggressive timeline to successfully implement this large scale ITSM project and the outcome at First Data along with lessons learned.
PMBOK and ITIL – Partners not Competitors
Julie Johnson, Program Director, First Data Technologies
IT Service Management practices are gaining industry and organizational acceptance and adoption. The importance of Service Management had led to an increasing number of deployments as organizations realize the benefits. Organizations also support a large number of projects and programs ranging from strategic development to software and product development. IT Service Management has been led by the Information Technology Infrastructure Library (ITIL) framework developed by the Office of Government Commerce (OGC). Project Management has been led by the Project Management Body of Knowledge (PMBOK) developed by the Project Management Institute. Both of these frameworks have become accepted as global standards and have been widely utilized across the respective industries. ITIL and PMBOK processes are not at odds here, but are in fact, synergistic. Project management disciplines can be leveraged to not only implement IT Service management but also to support it throughout its life cycle. Services are not static and will find themselves requiring change (i.e. upgrade to hardware and/or software). Project management disciplines can be applied to help manage this effort more efficiently and effectively and mitigate the potential risks. Closing the loop, IT Service Management returns the favor by infusing a structured approach and outlining the key touch points in the project management lifecycle. This session will explore the key linkages between ITIL and PMBOK processes and understand bottom-line benefits to your organization.
Virtualization Case Study
Dan Powers, IT Manager, Cox Communications
Using products that span the desktop to the data center, you can bring capabilities online in real-time, as needed; streamline and provision applications, services and data on-demand; accelerate profile backup and recovery, and enhance availability so that your users are well protected against system failure and service interruptions. We’ll look at the blueprint for Cox’s vastly successful virtual desktop environment that enabled highly available resources with sophisticated control measures while providing the end user with advanced “flex services”. We’ll then discuss the key players in the software arena (Citrix, Microsoft, VMWare, Quest & AppSense) as well as touch on some noteworthy hardware elements (iSCSI & thin-clients). Well also touch on the pros & cons of today’s protocol war and why you need to be aware of these. Finally we’ll give the secrets that helped reduce Cox’s capital PC budget by 14 percent.
Program is subject to change.
Track Leader
Matt Scott - Douglas Omaha Technology Commission and Mid America Local Forum of itSMF USA
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