Abstracts: itSMF UK Conference and Exhibition 2011

Sunday, 06 November 2011

TRACK A - Registration

Monday, 07 November 2011

TRACK A - Bourgogne

10:45 - 11:25: Top tips for creating effective strategies for IT services
Kevin Holland, Independent UK Public Sector Consultant

Creating a strategy for IT services is one of the most important things any organisation should do, no matter what the size or shape, to drive improvements to IT, the business, and the supporting organisational culture. However, very few organisations have one, or know how to create one. This presentation will help you to make a start. Practical examples from small organisations will be used to build on the concepts from ITIL Service Strategy. All of these will be equally useful to any medium and large organisations that are trying to navigate their way through the complexities of Service Strategy.

11:35 - 12:15: Implementing ITSM across MyOcean
Clare Hubbard, MetOffice

A presentation on the implementation of IT Service Management for the MyOcean Service. 64 Organisations across 38 countries over 3 years. The Project started in April 2009 and within 6 months we had a service desk, operating incident, access and service request. By Dec 2010 we had added change and SLM with a single web portal with authentication and monitoring, to access nearly 200 products related to marine data and forecasting, produced by 11 virtual production centres. The presentation will describe the scale of the task, what we did, how we did it, overcoming the challenges and a report of performance so far.

15:40 - 16:20: The Route Map to lasting cultural change...
Michelle Major-Goldsmith, Sysop

Organisations struggle to implement ‘good’ practice; many see it as just a training issue.  How do we establish the ‘route map’ to lasting cultural change? Starting from planning the strategic initiative to developing an operational implementation plan, training, awareness and re-engineering of processes, process documents and establishment of controls through to the consolidation of the change.  Then on to qualifying success, assessing maturity and the continual service improvement loop, planning for further initiatives.  Whether you are planning to implement an ITIL process or a function setting out the plan is the key to success!

16:40 - 17:20: Flattening the Curve
Martin Neville, Audit Commission

When IT departments and their suppliers work together well, the users can get excellent services.  Unfortunately supplier management is a black art to many.  This session aims to highlight the problems that can occur and point the way to a better relationship for both customers and suppliers alike.

TRACK B - Chalon

10:45 - 11:25: Can IT People be service managers?
Ivor MacFarlane, IBM

The need for ‘people, process and technology’ working together for successful service management is well accepted. Technology is ever more sophisticated and ITIL and COBIT ensure process is taken seriously, but the people aspect of SM does not get the attention it deserves. Successful services rely on more than creating IT applications and installing technology. Bridging the gap needs more than just adding a little extra learning – it needs a genuine change in culture, attitude and understanding.

The changes required involve focusing on every aspect of the service, how it is to be used and why – and how – it is important to the organization. Effectively, this means seeing it from the customer’s perspective. This talk will approach these issues and aims to illustrate some of the key concepts – using analogy and hopefully a little humor to explore the human elements:
• what’s involved
• what prevents it happening
• the key aspects we should build the new culture around

11:35 - 12:15: The Road to Damascus - growing international Service Managers
Helen Sussex, Logica
Eleri Evans, Trans4rm Ltd

What do you do when your business is growing so fast that you are outstripping your skills base? In late 2009 the Logica Outsourcing Services business had this problem; there were not enough service managers within the organisation with the right skills or behaviours to take on the large, complex, multi-national service deals that we were winning. I was asked if I could help. The result was a multi-national, 12 month development programme completely different from anything else we had ever run before (hence the road to Damascus!). This is the story of how we approached the problem, what we developed, how we measured its success and the lessons we learned along the way. 

15:40 - 16:20: Why would I follow you over the parapet?
Karen Falconer, Independent UK Public Sector Consultant

To be a true leader you need to be an effective communicator able to drive change, deliver on your promises and steer your people through good times and bad.  This presentation demonstrates the importance of effective communication planning and management of people through change.  The pitfalls that can lead to demoralised and underperforming teams and how to avoid them and how to bring innovation and motivation to your staff and create a positive, vibrant, can do culture, that rewards people even when there isn’t any budget for pay rises!.  Communication is key to success and great leaders know how to communicate.

16:40 - 17:20: ITIL Master - a candidate perspective
Lynda Cooper, Service 20000 Ltd
Colin Rudd, IT Enterprise Management Services Ltd
Kevin Holland, Independent UK Public Sector Consultant

The ITIL Master qualification finished its first pilot with a small number of newly qualified ITIL Masters. This presentation is given by one of the successful candidates from the pilot study, Lynda Cooper. It will explore what was required, the stages and process, the level of work involved and the support offered. Lynda will be supported by Colin Rudd and Kevin Holland who were her examiners to give their perspective on what they received, how they examined it, the outcomes and the lessons learned. Delegates will get practical advice to help then with their approach to get the qualification.

TRACK C - Bordeaux

10:45 - 11:25: Case Study - CM at Dominos Pizza Group
Danny Quilton, Capacitas
Gavin Greenfield, Dominos Pizza Group

Dominos Pizza Group is a rapidly growing business with two key challenges. Firstly to plan capacity to meet growing business demand. Secondly to accurately size the ICT capacity required as part of a migration to managed data centre. This presentation describes how Capacitas assisted Dominos to meet these challenges. The presentation describes a methodology to deliver capacity management based on a real-life case study. The presenter provides tips and techniques around demand forecasting, capacity modelling and capacity planning.

11:35 - 12:15: Doing More with Less
Adam Poppleton, BrightOak Consultancy Ltd
Ken Holmes, PublicIT Ltd

IT Service Management is sometimes perceived as something exclusively for large IT departments with significant resources, but there are numerous reasons that small IT teams are actually very well placed to benefit. This session will take you from identifying the value and benefits for your organisation through to a justification for service management in a small IT team and may even highlight a few points that the larger departments can learn from.

15:40 - 16:20: Anybody Questioning Your Value?
Stephen Mann, Forrester Research

As IT continues to morph into business technology, it increasingly gets the same treatment and is subject to the same expectations as any other business operation. Some of the most pressing needs in this respect are clearly measured, continuous process improvements as well as better documentation and analytics about all resources used to manage those processes.  IT business management will be the new mantra where standard business practices like budgeting and activity-based costing (ABC) will become the norm for IT organizations. Forrester therefore recognizes IT business management as an emerging segment in the IT management software market.  Learn what IT business management is, why it is important and how you could adopt this.

16:40 - 17:20: Knowledge Centred Support is not something we do in addition to solving problems...
Allan Stear, Marval

Our ICT teams would be more effective if they had access to the knowledge they need…

·         Service Levels would be more attainable…
·         Overheads would be reduced…
·         Customers would be better served…
·         Staff morale would be higher…

Too often we release new IT Services, applications and assets into the infrastructure without too much thought of how we will effectively support them.

This session will give members a practical overview of Knowledge Centered Support, including:-

·         Defining the scope of your knowledge management
·         How to identify Knowledge gaps
·         How Knowledge management tools can add value
·         Exploiting knowledge via a web self service portal

TRACK D - Reims

10:45 - 11:25: How Green is Your ITIL?
Karen Ferris, Macanta Consulting Pty Ltd

There is a vast amount of information available on “Green IT”, sustainability, climate change etc. There is little information for today’s IT Managers on how ITSM and ITIL can help address the environmental challenges facing their organisations. IT now accounts for 2% of global CO2 emissions. This presentation explores how ITSM and best practice guidance in ITIL Version 3 can be utilised to bring “Green IT” to new and existing services throughout the service lifecycle from Service Strategy to Continual Service Improvement. Supporting rapid business growth is an on-going challenge for IT.

With the increasing cost of energy, the constant need to refresh the infrastructure, how do we reduce energy consumption and waste whilst still maintaining the ability to respond to business demands as well as being responsible corporate citizens? Some industry experts have stated that ITIL Version 3 failed to address the impact of delivering IT Services on the environment. 

This presentation will demonstrate that ITSM and ITIL play a major role in reducing our carbon footprint. Delegates will be able to use their existing ITIL processes to improve the Sustainability of IT on return to the workplace – with immediate effect. Not only will that have an ecological impact but an economic one too.

11:35 - 12:15: Is your information secure? Are you sure? How bad would it be if you were wrong?
Head of IT Operations, GCHQ Risk Management

During this presentation, we will hack into a badly patched laptop and have some fun. We will compromise the confidentiality, integrity and availability of information and show how your sensitive information can remain vulnerable long after the laptop has been patched.

There will be practical advice on what steps you can take to improve the technical environment and more importantly the culture in your organisation to reduce the risk to your information.

But you don't need to attend this session, because everything's fine, right?

15:40 - 16:20: Realising your potential via priSM
Matthew Burrows, BSM Impact Ltd

Matthew Burrows will introduce the priSM® Credentialing programme from the priSM Institute.  This is being rolled out by itSMF International to all itSMF Chapters who wish to take part.  Hundreds of people have already applied for this credential – so come and find out how priSM can help you with your own Continual Professional Development and career progression.  As well as individual service management professionals at all stages of their careers, priSM will be of interest to those who hire service management professionals and service providers.

16:40 - 17:20: Realising your potential via priSM - Interactive Panel Session
Matthew Burrows, BSM Impact Ltd

Following on from the previous session, which introduced priSM®, Matthew Burrows will chair an interactive panel discussion where you can raise your questions to the panel of service management experts.  The panel will include several key figures involved in the priSM Institute, itSMF and SFIA.  Topics and discussion is likely to include CPD, Mentoring, priSM®, SFIA and more. 

Come along with your questions and discussion points.

TRACK E - Epernay

10:45 - 11:25: Change vs Release Management
Vawns Guest, Pink Elephant
Peter Hubbard, Pink Elephant

Change & Release Management working together effectively can significantly increase Service Quality by delivering:
·         An increased volume of change
·         Reduced defects
·         Less downtime for maintenance by packaging things into releases

All too often, there is confusion in many organisations about where Change Management ends and where Release Management begins. “What’s the difference between Change and Release Management” is one of the most frequently asked questions on Service Management websites. The aim of this presentation is to explain once and for all the difference between Change & Release Management and how to run the two processes together effectively. Practical guidance will be given on running the two processes together along with tools and templates.  There will also be a short interactive session in the middle of the presentation to underline the difference between the two processes. Each member of the audience will have a small coloured toy. We will explain that each toy is a change, but if you group lots of similar toys (changes) together then that’s a release. We will then introduce the release policy idea and start to put rules in (e.g. no blue toys) and it’s the job of the Release manager to sort them out and only let the right ones into the box then passes to the Change Manager who makes sure it goes out precisely on the minute (we will have a clock for this) demonstrating that the Change Manager looks after scheduling and the Release Manager looks after packaging). We will then add another policy rule (like no more than 10 flowers total) and re-run the exercise to ensure everyone understands how the two processes work together.

11:35 - 12:15: The Problem with Problem Management
Brian Kerr, Senior assyst Consultant, Axios Systems

Sponsor session: Axios Systems

Problem Management takes investment of time and resource – the very things that all Managers have little of.  Actioning a tried and tested workaround is considerably quicker than investigating the source and eliminating it for good, despite the obvious business gains. So what is the problem with Problem Management….?  This presentation looks at the issues and where to start

Main Takeaway Points:

  • Recognition of the hurdles inside an organisation
  • Practical advice and tips for Problem Management
  • Guidance on how to prove this value to the business
15:40 - 15:20: Navigating the Service Management qualification maze
Mark Flynn, APMG

Sponsor session: APMG

You’re attending the itSMF UK annual conference, so you probably already appreciate the importance of professional accreditation.  However, with an ever expanding range of qualifications available and , perhaps more than ever, with time and budget for personal development at a premium, it is essential to choose the training and qualification that will give you and your organisation maximum benefit.
APMG Product Set Manager, Mark Flynn, will explain the APMG portfolio of qualifications most relevant to an itSMF audience (apart, that is, from ITIL itself!), including ITIL complimentary qualifications, ISO/IEC20000, the Service Analyst series , Lean IT and OBASHI. 

16:40 - 17:20: The benefits of hindsight - John Lewis' ITSM journey

Sponsor session: ServiceNow.com/Devoteam

John Lewis Partnership are renowned for delivering great customer service. To enable this, their customer call centres and branches also require great IT support. Simon Skelton will discuss highlights (and lowlights!) of JLP's ITSM journey so far, which include:

  • Consultancy selection: vendor provided services or ITSM specialist?
  • Vendor selection: choosing from a crowded market
  • Why a 'Cloud' solution was chosen, and what challenges this presented
  • 'Reversing into process' - Fast track process adoption for 'people led' organisations
  • The benefits of hindsight!

TRACK F - Bouzy

10:45 - 11:25: From Silos to Systems: Developing an effective Performance Management System
Michael Nyhuis, Solisma

For performance management and continual improvement to be truly effective, we must move beyond traditional methods for measurement and reporting, to a more holistic, planned and integrated systems-based approach. For service management in particular, this challenge extends beyond simply reporting against service levels and individual process performance metrics, but towards the need for business excellence, service quality and continual improvement across all levels of the organisation.

Join Michael as he delves into practical approaches to developing a simple, but effective performance management system for Service Management, including the requirements for ongoing governance, reporting and improvement.

11:35 - 12:15: The ITIL Update Project: What does it mean for you?
ITIL 2011 edition authoring team

15:40 - 16:20: Cloud Simulation
Jason McClay, G2G3

Facilitated in a high-technology global airline scenario, The G2G3 Cloud simulation brings alive the business impact of fluctuating demands on global IT organisations whilst accelerating understanding of the elasticity and cost benefits offered via the utilisation of private, public, private/public hybrid and virtualisation technology.  This is done through a high impact, realistic scenario to which participants are able to directly relate to and have real experience of.

This unique experiential learning approach helps participants clearly define their objectives, understand the type of environment that will best meet their needs, and develop an implementation approach that will ensure a successful outcome and minimise risk.

This exhilarating simulation is ideal for anyone who would like to gain a holistic understanding of the benefits that Cloud Computing can offer IT organisations.

16:40 - 17:20: Cloud Simulation
Jason McClay, G2G3

Facilitated in a high-technology global airline scenario, The G2G3 Cloud simulation brings alive the business impact of fluctuating demands on global IT organisations whilst accelerating understanding of the elasticity and cost benefits offered via the utilisation of private, public, private/public hybrid and virtualisation technology.  This is done through a high impact, realistic scenario to which participants are able to directly relate to and have real experience of.

This unique experiential learning approach helps participants clearly define their objectives, understand the type of environment that will best meet their needs, and develop an implementation approach that will ensure a successful outcome and minimise risk.

This exhilarating simulation is ideal for anyone who would like to gain a holistic understanding of the benefits that Cloud Computing can offer IT organisations.

14:40 - 15:30: Project of the Year 2011 Finalist presentations

Tuesday, 08 November 2011

TRACK A - Bourgogne

09:30 - 10:10: Answers on a postcard please!
Nigel Mear, Solid Air

This engaging and challenging talk will provide a succinct insight into how you can successfully adopt best practice ITSM within your organisation.

Straight talking and no-nonsense, this session will outline key ingredients for success, sharing real world practical experience and valuable lessons to help you get the best out of ITSM best practice.
Key themes include pragmatic service strategy, vision and leadership, cultural change, agile service improvement, and realising the potential of your people.

This is stuff you won’t find in the books!  We’ll outline simple, effective approaches for delivering sustainable service improvements, ensuring you make a real difference for your customers.

10:20 - 11:00: Done! Implementing four ITIL processes in 15 countries
Teresa Lucio-Nieto, Customer Care Associates
Luis Sanchez, Pepsico Service Management Latin America

The experiences of PepsiCo’s IT Latin America areas with an Integral transformation strategy, focused on ITIL processes and how, within three years, it enabled them to consolidate their IT Service Management Strategy.

This presentation describes the implementation experience with its ups and downs, the challenges such as organizational culture change and project budget reductions, the required reorganization and structural changes, and how they built ITIL best practices into their almost 800 IT people working habits, thus increasing effectiveness and customer satisfaction.

11:30 - 12:10: Fast track from confusion to ITSM
Timo Hyvonen, Tapiola Data Ltd

Learn how Tapiola Data got to fast track towards organized IT Service Management by means of education, information, strong hands-on management and mostly ITIL.

This presentation will show how Helpdesk transforms to Service Desk, Incident Management process is extended to cover whole organization, Change Management and CAB are developed to serve business needs and expert groups learn about wonders of Problem Management – and more! A real business and technical service catalogue with automated web interface will be presented as well as incredible, measured results in performance.And all this in 6 months!

Real life experience with views on people, processes and tools: a proof that ITIL really can work when you want!

12:20 - 13:00: Building an ITIL V3 Service Management Capability from Scratch
Brian Crighton, Tesco Bank

I would like to share my experience at the ITSMF 2011conference with what I think would be a useful story to tell the delegates.I joined Tesco Bank in May 2009 as Head of IT Service. At that point I was a team of one. Since then I have built a team of 50 and have delivered a Service capability with the right people tools and processes for the Bank to build success on. It has been a tremendous opportunity which only comes around once in a career to build everything from scratch. I would like to take the delegates on that journey and share my experiences and learnings. Content would include:

- The Challenge
- The early days
- Organisation Design
- The importance of the Right People

14:30 - 15:10: The Right Pages of the Book... Not All the Pages
Andrew Parker, BT Global Services
Gary Symes, BT Global Services

Large scale complex Service Delivery can be difficult at the best of times with demanding customers.  However delivering the IT infrastructure that underpins London 2012 Olympic & Paralympic Games, with an immovable start date, changing requirements, across 90 sporting venues, many of them temporary outdoor venues, including 8 royal parks and gardens, presents a challenge to the Service management principles that requires new thinking.

The session will provide focus and experience on how to apply the appropriate components of the service management framework to meet specific requirements.  The framework is not a ‘one size fits all’ and has to be applied to suit the needs and challenges of the environment within which you operate.  Using the principles of the service management framework and applying a pragmatic approach will support the UK in staging the ‘best Olympics ever’!

TRACK B - Chalon

09:30 - 10:10: When Kotter met ITIL... and shared a Heineken!
Andrew Binnian, Heineken in the UK
Dave Caldwell, Heineken in the UK

Where do you start when trying to prioritise and drive ITSM transformation to support business change and improve effectiveness? How do you get buy-in? How do you avoid improvements unravelling? How do you integrate the ‘science’ of ITIL, with the ‘art’ of persuasion & persistence?

In late 2010 we needed to refocus our ITSM capability. Our service was good but required re-organisation and increased efficiency to improve our service further. We used John Kotter’s ‘8 Steps for Leading Change’ to guide us in this programme.

Come along and hear about some simple tips for leading ITSM change in your organisation.

10:20 - 11:00: Mastering ITIL
Susan Bailey, University of Northampton
Debra Alexander, University of Northampton

We all strive for self improvement and continual personal development. This presentation profiles students who have embarked on an educational journey to improve their position in their company, apply for new jobs, consolidate their education or improve their professional profile. What can we learn from them and their experiences? How does Service Management at the coal front benefit? A snapshot overview to take away. Included in the presentation  will be popular choices , SFIA, multiple choice exams, on the job training , shared vision, speaking a common language.

11:30 - 12:10: Realising the Full Potential of Your People
Michael Davies, Proactive Services Pty Ltd

World class services require skilled and motivated people to deliver them, yet there are predictions that enterprises will face ongoing ICT skills shortages until 2015.  This presentation introduces the Skills Framework for the Information Age (SFIA) and shows how it can be used to recruit, develop and retain the people that you need to provide IT services that are matched to business needs. The presentation will describe the structure of SFIA and show of how it can be used to define typical ITSM roles within your organisation that can then be mapped to position descriptions; and also help you develop and retain staff.

12:20 - 13:00: The 2010 Machine
Dennis Shields, Independent UK Public Sector Consultant

In a crisis if people are not managed strongly everyone reverts to managing the situation by committee and normally the strongest character in the group is the one who would win the day and very often the wrong decision are made.  Dennis Shields, Chair of the BCS Essex Branch takes a somewhat humorous look at the world of senior management.

14:30 - 15:10: How to make CSI a practical reality
Geoff Southam, HP
Dave Powell, HP
Peter Karran, Fujitsu

The presentation is focused on the practical implementation of the CSI lifecycle built upon the CSI 7-step process. We’ll talk through the approach we took, to create, and embed, a CSI culture in a very large organisation. This will include:

How to align CSI with the overall Business Strategy
A low cost, but effective, MI reporting on the ‘Health’ of the service

How to develop & use CSI networks to encourage and sponsor improvement initiatives
Example of a CSI success story, showing how one initiative was taken through the full 7-step process

We’ll stress the importance of senior mgmt sponsorship, along with the need for regular communication, and we will include lessons learnt.

The take away for the audience will be practical learning and advice on one approach for implementing CSI, which they should be able to build upon and modify to suit their own implementation of CSI.

TRACK C - Bordeaux

09:30 - 10:10: Looking for the Answer: Forward Thinking and the Rise of the Machines
Steve Straker, Fujitsu

With so much emphasis on “what’s happening now”, short termism has become the norm. Without a glance towards the future, companies find themselves left behind as new markets; trends and influences start to affect their business. This session is aimed at the Service Manager looking to get off the rollercoaster ride of “Service Management in the Now” (SNoW) and set their own destiny based on forward thinking strategies.

10:20 - 11:00: IT Governance and Enabler
Peter Hubbard, Pink Elephant

Most IT organisations see the word “Governance” and immediately think about inhibiting.  Governance is about ensuring the right things are done at the right time in the right way to ensure the business meets its objectives.  In this presentation we seek to lift this negative view to allow organisations and individuals the opportunity to recognise what the role of Governance really is.

11:30 - 12:10: Acquisition and Implementation of ITSM tools
Christian F. Nissen, CFN People, Denmark

Acquisition of IT Service Management tools can be quite a challenge. How do I select the right toolset in the jungle of tools? And how do I acquire and implement the tool(s)? Learn how to define a good IT Service Management tool architecture, to develop a good requirement specification, to select the right tool and vendor, to perform proof-of-concept, to select the right delivery model, to decide how much the tool and the processes must be customized, to negotiate the right price and terms, to customize and test the tool, to train the users and to manage improvement.

12:20 - 13:00: Transitioning to Strategic CM to Manage 'The Cloud'
Rob Ford, Metron Technologies

Sometimes ITIL and Capacity Management can prove to be a hard sell in an organisation with the associated costs being difficult to justify.  With the advance of Cloud and green technologies I believe the justification for strong ITIL processes and mature Capacity Management will become easier.   This presentation will be in part based on process analysis conducted at a large financial organisation; I will provide a brief overview of Cloud terminology, the profile of a “standard” ITIL Capacity management implementation and how you can transition this tactical process to the sort of strategic process required to manage “The Cloud”.

14:30 - 15:10: Passing the Audit: Responding on IT General Controls with ITIL
John Wallhoff, Gassas Syd AB

When auditors are coming for an IT General Controls Audit, it will cause a stress for the organization. If you are not prepared and understand what they will look for, it will be costly to correct and respond upon findings observed by the auditors. This session is an introduction to what IT General Controls is and how you can respond upon it with ITIL. We will walk through some of basic steps for an IT-audit and pay full attention on the controls that often are included for this type of audit.

TRACK D - Reims

09:30 - 10:10: A Recipe for Change Success
Nick Jackson, Barclays Bank Plc
Paul Bernardi, Barclays Bank Plc

With KPIs for successful Change Management high but static, Barclays Retail Bank embarked upon an Improvement Program to take them even higher to world class levels. One of the key challenges to achieving this was simultaneously delivering the potentially conflicting objective of streamlining the process.

The Program focused on sustaining and improving change success by driving best practice across the organisation via complementary tools, process improvements and clear change approval accountabilities to drive process efficiency.

Attendees will be able to take away a recipe for delivering improvements to Change Management and KPIs whilst simultaneously delivering Change Process efficiencies. This presentation offers practical guidance as to how to achieve these potentially conflicting goals.

10:20 - 11:00: How to add 8m GBP to your business profit through continuous improvement
Kirsty Goddard & Kevin Sharp, Everything Everywhere

The challenge faced by many large organisations is how to prioritise and deliver potential service improvements when competing with large scale strategic projects for resources and funding. Historically these improvements have been incorporated into other projects but with no guarantee of delivery or significantly extended timelines. In 2010 a new approach was trialled within Everything Everywhere by the creation of a Service Improvement Programme, with a separate budget and dedicated delivery team reporting directly to the Service Management function and IT Director. This team was given the freedom to develop and implement new processes which, although aligned with the current delivery mechanisms, streamlined many activities to shorten the overall time to market whilst retaining appropriate levels of governance and control. The programme was given carte blanche, with nothing ‘out of bounds’ and was so successful that it is now considered fundamental to continuous service improvement and will continue for the foreseeable future. The presentation will take attendees though the creation, development and overall management of the programme highlighting successes and some key examples of the benefits delivered.

11:30 - 12:10: Streamlining Enterprise Cloud Deployment
Prashanth Prabhakara, Infosys Technologies Ltd

Key ITIL principles to manage the lifecycle of Cloud environment and provide the true value of an enterprise cloud infrastructure deployment”. Cloud Computing has changed the face of IT.  The enterprise IT customers are finding the self-service, pay-as-you-go, instant deployment values very appealing. While the demand for the publically available cloud infrastructure is on rise, organizations are heavily looking at building internal cloud capabilities (Enterprise Private Cloud). There’s a growing list of vendors and service integrators eager to help organizations to deploy an enterprise private cloud. Beyond the technology building blocks, there are key ITIL design principles that should be used in right proportion to build and manage the technology components of an Enterprise private cloud. What those are design principles and what it takes to achieve it will be the focus of this presentation. Key ITSM design principles will be explained with clear examples.

The difference in the approach for a private and public cloud will also be highlighted. Models, examples and clear guidelines from lessons learnt in working on a similar initiatives will be the basis of the presentation. To align with the current emphasis on focus on cloud implementations, emphasis will be given to the 5 service management focus areas and how each of those is a key enabler to help the organization to be ready to successfully undertake the transformation that is rapidly shaping the technology world. The key take away from this presentation will be in helping IT executives and senior managers to understand.

12:20 - 13:00: The New 20000 - what does it mean to you?
Jenny Dugmore, Service Matters

A role based view of what differences the new ISO/IEC 20000-1 makes to a range of roles, including:
−     Senior management
−     Process owners
−     Operational managers
−     Auditors
−     Certification and qualification scheme owners
−     Procurement departments
−     Customers
−     Those considering using the ISO/IEC 20000, 2011

Particular attention will be given to the impact of ISO/IEC 20000-1, 2011, but will include references to the support provided by the other four published parts of the 20000 series. An update on progress with other parts and other closely related standards will be provided.

14:30 - 15:10: Social IT - how the social web is turning ITSM on its head
Maff Rigby, IT Smart Desk

A review of the innovations that have emerged from social media over the past 20 years, how they have been adopted in ITSM tools and practises. I will also suggest some further ways of adopting these innovations in future.

TRACK E - Epernay

09:30 - 11:00: How to deal with problems - interactive
Signe-Marie Hernes Bjerke, Det Norske Veritas

11:30 - 13:00: All we need now is a Service Catalogue - Interactive
SLM Special Interest Group led by Karen Brusch, CGI Information Systems & Management Consultants (UK) Ltd

Too often SLM practitioners are given the challenge “all we need now is a Service Catalogue” without the support or the understanding of what it takes to deliver something worthwhile. Understanding what the essential pre-requisites are is paramount to a successful implementation. Being aware of the red herrings is equally important.

14:30 - 15:10: Enabling Improvements in Service Desk and IT Automation through the Integration of Intel vPro technology in PCs
Stuart Dommett, Intel

IT is under pressure today to do more with less, to manage the PC estate delivering improvements in service levels and reduce costs. By using free software, solutions and downloads you can start to use the hardware features of Intel business pc's improving service desk efficiency, reduce costly desk side visits and improve automation.

Join us on Tuesday 8th at 2.30pm as we discuss the pain points and how by using Intel(r) Active Management Technology within Intel(r) vPro(tm) technology, you can unlock value within the Service Desk and in the automation of IT operations.

During this session, we will demonstrate how your IT Service Management organisation can utilise the technology to do many operations including:

*          Remote management of PC's even if the OS is down or the hard disk has crashed

*          Managing PC's even outside of the firewall

*          Improving software deployments through effective and secure wake up of PC's.

*          Using the latest in Remote KVM to diagnose and fix problems

*          Booting Bitlocker protected systems for software distribution or remediation


TRACK F - Bouzy

09:30 - 10:10: Mobility, Big Data & Precognition
Chris Dancy, ServiceSphere

This session will look at the impact of “big data” in the cloud on the enterprise, users’ perceptions of support and how support will evolve to use techniques to analyze the data to eventually support precognitive issues. We are living in the future; our devices can see, talk and translate the world around us. Our instant link to knowledge makes children today have access to more data than physicians of fifteen years ago. In a single day in 2011 more data is created on the web than in the years spanning 1995 to 2000. Soon navigating the streams of this “big data” will become a skill set that every IT professional will need. Before the end of this decade users and enterprises will be exposed to precognitive news and events. How will supporting this virtual time travel change the way you interact with risk, governance and the steady footing that IT has had until this point? This session that will redefine your feelings of IT, technology and your future.


10:20 - 11:00: Driving Innovation with Orchestrated IT Service Management
Kevin Parker, Serena

Today, there seems to be no way of stemming the flood of break-fix requests pouring in to your service desk.   These interrupt driven issues consume valuable staff time and often need escalations to Level 2 or Level 3 support, which ultimately takes away from your ability to offer IT Services that really matter to the business.

So how do you transform your service desk to keep pace with break-fix issues while making room for innovation?  Specifically, how do you empower your IT organisation to deliver innovative new services that offer compelling value and clear-cut competitive advantages to the business?

Join us on Tuesday at 10.20am as we discuss how Serena’s Orchestrated ITSM solution provides tangible ways to achieve this goal. During this session, we will show you how your IT Service Management organisation can benefit from:

  1. Providing users with a unified request centre that becomes the “new face of IT”
  2. Delivering just-in-time knowledgebase content to avoid unnecessary requests
  3. Enabling user self-service to dramatically improve frontline service desk productivity
  4. Leveraging a true process platform to compose new business and IT services
  5. Maintaining end-to-end visibility into service levels, costs, and resource utilization
11:30 - 12:10: The ITSM Weekly Podcast, Rest of World Edition
Patrick Bolger, Hornbill, Barclay Rae, Independent, Stephen Mann, Forrester, Chris Macthett, TFL, James Finnister, TSC, Independent UK Public Sector Consultant

This ITSM-related podcast is an ITSM community offering from ServiceSphere.com. It is recorded on a fortnightly basis and is a sister to the US and Asia Pac ITSMWP podcasts. It has a growing ITSM practitioner audience (circa 6k as of February 2011).
The conference podcast has no set ‘agenda’ of target discussion areas and will ultimately be led by the presentations witnessed and audience participation. However, the topics touched on will probably weave in and out of areas such as:

•  Common challenges for ITSM practitioners
•  The oft-seen differences between the reality and self-perceptions of IT service management process maturity and application
•  The pros and cons of ITIL
•  Innovation and IT service management
•  The importance of people to effective IT service management.
•  Leveraging social media in IT service management for an improved customer experience    

Participants include Patrick Bolger, ITSM Evangelist at Hornbill; James Finister, an ITSM Consultant at TCS; Stephen Mann, an industry analyst at Forrester Research focusing on service management; Chris Matchett, a service management professional at a London transport organisation; and Barclay Rae, an independent management consultant with 25 years experience in the ITSM industry.

15:35 - 16:20: CLOSING KEYNOTE
Mark Hall, HMRC