Keynotes

Presenter audio snippets

Program

STREAM A - Powerful Planning
COVERING: IT Governance, Service level Management, ISO/IEC 20000, Service Portfolio Management, , Understanding customer needs, Gaining CEO support, IT - Cost centre to profit driver, Case Studies As defined in ITIL Version 3 and evidenced by practical experience, effective and thorough planning from the beginning of a project is a key element in determining whether it will be successful or not. Without meticulous planning, it is impossible to know what is going to be best for an individual organisation and to understand the risks involved in change. This stream is all about how to incorporate strategic planning into the full lifecycle of an ITSM project. It starts with identifying what the business needs are and then planning to meet predefined objectives right through the design, transition and operation phases of a process implementation.Stream A will feature practical and theoretical examples of how life-cycle planning is fundamental to achieving full business value from the application of ITSM standards and best practice frameworks. It will include topics such as the application of business planning to ITSM projects, how to sell ITSM to the Board, how to define and understand the value of governance, and how to take it that one step further and gain certification.
Stream B - Powerful People
COVERING: Release & Deployment Management, Change Management, Configuration Databases & Management System, Validation & Testing Management, Business readiness, Cultural change - the people side, Case studies When you get down to it, ITSM is all about people. It is only human beings who plan and design projects to meet objectives. There are automating tools to help along the way, but the bottom line is that you need enthusiastic, trained and motivated people to manage change and configuration. This stream will focus on the key issues that affect people in the holistic view of ITSM.These include: How to manage technical, process and cultural change in your environment. How to setup and review the Change Advisory Board. The role of stakeholder change communication. Thought leadership and how to motivate your team. The opportunities to gain some real benefits in V3 with Configuration Management development and the importance of validation and testing.
Stream C - Powerful Practical
COVERING: Request Management, Event, Incident and Problem Management, Risk and Impact Management, Green IT, Availability Management, Meeting the SLAs, Measuring the Service Levels, Managing Customer expectations, Quality Customer Service, Service Delivery, Case studiesIt’s all about quality customer service and it is a never-ending journey of continual improvement. There are many practical challenges along the path to successful ITSM implementations and this stream will be aimed at addressing them. Effective problem management is crucial to making sure the appropriate changes can be made to eliminate them in the future.Stream C is all about the best ways to pro-actively manage hardware and availability so that performance is above and beyond expectations for an IT organisation’s customers. It looks at the risk and impact of ineffective controls. It will also address the type of processes that are needed to manage requests for IT services from the business so they can be delivered in a timely, cost effective and efficient manner with optimised, continually improving results that meet pre-defined objectives.

Stream D - Powerful Principles
COVERING: Issues of relevance to existing and aspiring CxOs. IT Strategy, Financial Management, SOA, The changing relationship between Business and IT, Training and certifications in standards and frameworks, Case studiesThe success of ITSM projects requires the captains of industry to have knowledge, understanding and buy-in to the true value that can be delivered through standards and best practice frameworks. This stream will include content that is specifically designed to meet the needs of CxO-level executives. From the business side it will look at the evolving role of IT from business cost centre to a business enabler. It will take a close look at some of the theories and logic behind the lifecycle approach adopted by ITIL Version 3 and define the true business value of investments in best practice ITSM and the true value of maturity assessments. It will also look at Governance from a perspective of delivery.

Stream E - Powerful Performance
COVERING: Service Level Management, Help Desk Management, Knowledge Management,Service culture trends and managing service cultural change, looking at Future ITSM, transition and automation.The challenges and processes in ITSM and the unique requirements in relation to best practice management processes and personnel management to achieve business objectives are discussed. This stream will look the latest trends and solutions that are available to ITSM. It will define the role of Knowledge Management and how important this is when offering fast and efficient incident resolution that leads to increased resolution at first contact. There will be evidence of the value in measuring KPI’s accurately as well as analysing and applying the knowledge garnered from these metrics.

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