| Karen Ferris, itSMFA Board Member - Portfolio Publications & Research. Karen has been involved with ITIL and ITSM best practice for over 10 years, assisting many organisations to adopt best practice IT Service Management as per ITIL. Winner of the President’s award at the 2005 itSMF conference in Brisbane, her 2007 workshop scored 86% in participant feedback. She has presented on ITIL and ITSM related topics in USA, UK, New Zealand and is the most popular speaker for itSMF state chapter seminars. |
| Winning at Service Level Management – it’s more than just getting the SLA Right The workshop will help attendees to identify the problems, issues and challenges they have with Service Level Management in their organisation, and explore ways in which to overcome them. Participants will work through some given situational scenarios and identify challenges that Service Level Management may have, and then look at ways in which to address them. |
| Mark Toomey, Managing Director Infonomics Mark Toomey has represented the Australian Institute of Company Directors in developing Australian IT Governance Standards since 2003, and made a major contribution to the development of AS8015. In 2006, he became active in international standards, participating in two studies that are setting direction for further development of ISO standards relating to IT Governance. As part of this work, Mark played a key role in the international adoption of AS8015 as ISO38000, which was published recently. Through his company, Infonomics Pty. Ltd., Mark specialises in corporate governance of information and communication technology. His focus is helping organisations to ensure that their current and future use of IT is effective, efficient and acceptable by explaining, developing and improving top level systems of control of information technology and business change. Mark is well experienced in helping IT Leaders to build executive and board understanding of, support for and engagement with systems of governance for IT. He also helps directors and senior officers to understand their roles in respect to IT, and is particularly adept at bridging the gap between those who have little detailed understanding of IT and those who know a great deal. Mark is an experienced presenter and is a regular guest speaker at conferences, seminars and tertiary institutions on the topic of IT Governance in Australia. |
| What does ISO 38500 mean for us: a Prelimary Self Assessment of IT Governance Using an 18 point diagnostic, attendees can self-assess their organisation against the new ISO/IEC 38500 standard. Participants will have the opportunity to discuss issues unique to their organisation in their preparation. It is recommended that participants purchase the standard prior to this workshop. This can be arranged through itSMF when you register, and will be delivered to you at this workshop. |
| Peter Hind Principal, Launch Pad Marketing Pty Ltd Peter Hind is an independent analyst with 25 years' industry experience among major IT users, international IT suppliers, local distributors, IT industry bodies and research organisations. A respected researcher and commentator on the IT industry around Asia Pacific, Peter has acquired the skill to cut through the hype that bedevils the IT industry and position technology in a business context. Peter’s work brings him in to regular contact with IT executives across Asia Pacific, and he draws on this dialogue in his monthly ‘At the Coalface’ columns in CIO magazine in both Asia and Australia. For more than ten years Peter ran a series of regular bi-monthly management forums for IT executives on behalf of the research company, IDC. He drew on this work in ‘The IT Managers Survival Guide’, a book he co-authored with Rob Aalders in 2002. Peter is also a skilled researcher who has designed, coordinated and interpreted regular surveys of IT executives across Asia Pacific for clients like the Australian Computer Society, CA, CSC, Fairfax Business Media, IDC, Ideas International and Micro Focus. Peter is a popular and entertaining speaker and trainer at user and vendor IT conferences, seminars and workshops across Asia Pacific. He consistently scores top ratings at these events because of his skills as a public speaker. He has been an active Toastmaster for over 20 years and he places an emphasis in his presentations on being both entertaining and provocative. |
| Getting more value from your IT investments Why is it that some organisations find their investments in IT an enriching experience, while others are forever frustrated by their returns from this expenditure? In the course of running IT Management forums for over 14 years, Peter Hind has had an unrivalled opportunity to observe what he believes are the characteristics of IT Best Practices. In this workshop Peter will share his observations of what he considers to be the tactics and approaches that IS executives need to adopt if they are to ensure their organisations fulfil the potential of their IT investments. |
| Russell Murphy, Senior Consultant Dowling Consulting Russell Murphy specialises in IT Service Management, and has worked throughout Australia and the US. His depth of knowledge spans in a variety of industry verticals including manufacturing, mining, finance, telecommunications, utilities, health and the arts. Russell has the ability to analyse and quickly understand business goals, objectives, issues and problems, developing pragmatic strategies to overcome, achieve and excel. With a desire to change IT businesses into customer-centric service businesses, his focus is on improving the customer experience when interacting with IT, and helping organisations realise their service delivery goals and objectives. |
| Designing a Service Catalogue With a background in IT Business Management, Russell specialises in IT Service Management, assisting clients better demonstrate measurable value and clear alignment to the business. The combination of a strong technical and business background has laid the foundation for what has become an impressive track record of more than seven years of experiences in projects such as strategic planning, strategic sourcing, corporate governance, organisational change, vendor management, risk management, policy and process development, performance management, scorecard development, financial analysis, business case development, program management office, project management and delivery. The Service Catalogue is critical to ensuring that IT services align with the needs of the business. In this workshop you will not only learn the theory of creating and using an effective IT Service Catalogue, you’ll hear about practical do’s and don’ts from the combined learnings of successful Service Catalogue implementations.
Topics covered include:
- Defining a Service Catalogue
What does it look like? What should be in it? And, what is a service? - Core Service Catalogues
The Executive Catalogue and the End User Catalogue - Services and SLAs that align with business needs
- Creating an Actionable Service Catalogue
- How to avoid common pitfalls
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| Rinske Geerlings, Director Business As Usual Rinske has been specialising in Business Continuity (BC), DR and Business Process improvements for more than 14 years. She is often sourced as a panel expert or speaker on topics like Terror threat and Pandemic planning. She gained most of her experience in permanent roles in Finance, as well as management consulting/training. Her company assists organisations with pre-audit BC health-checks, DR rehearsals, training and integration between BCP/DR and ITIL. Rinske is a certified Business Continuity Planner (DRII), ITIL Master and Member of the Business Continuity Institute (BCI). |
| How to take your Disaster Recovery Plan for a test drive - successfully choosing and conducting DR tests
Focus of this interactive workshop is how to successfully run a dress rehearsal for Business Continuity (BC) and/or Disaster Recovery (DR) plans. No BC/DR plan is valid until it is rehearsed, and once initial testing is done, regular re-testing is necessary to remain confident about the plan working in a real-life outage or crisis. Performing tests requires time and money, and can also impose a threat to day-to-day operations. Carefully selecting and planning the right type of exercise for the right purpose is crucial to proper DR testing. This topic is of interest due to the dramatic increase in risk awareness amongst IT and business managers and emerging Disaster Recovery (DR) compliance issues – including DR testing requirements. The workshop will provide excellent take-home value on how to successfully make tests/exercises routine, low-risk events that add value to the organisation.
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| Dave Cannon, Co-Author ITIL V3 Service Operation Dave Cannon is internationally recognised as a leader in IT Service Management. He has more than 15 years' experience in IT Service Management and is a Fellow of the Institute of Service Management – the highest level of professional achievement in this field. Dave has provided training and consulting services to virtually every industry sector and at every level of management. He was also a key figure in establishing the IT Service Management industry in South Africa and the USA, both by establishing successful businesses and through his involvement in the itSMF. He was the founder of the itSMF South Africa, and a founder and director of the itSMF International. He is currently President of the itSMF USA Board. David has also participated in the ongoing development of the IT Infrastructure Library (ITIL) and the Microsoft Operations Framework (MOF). His current role is ITSM Practice Principal within Hewlett-Packard, where he is responsible for establishing, building and supporting IT Service Management practices in Asia, the USA and Latin America. |
| Are you delivering what you think you are? - Metrics, Monitoring and Reporting
Every one of us is committed to delivering quality IT services to the business. But somehow, it doesn't always seem enough to our customers. Metrics, monitoring and reporting are the missing links to many ITSM implementations. In this workshop David Cannon will outline just how important these areas are, and how even a simple system of metrics, monitoring and reporting can be used to ensure that what IT delivers is what the customer expects. The workshop will include practical examples, guidelines and the opportunity to discuss specific scenarios raised by the participants. |
| David Wheeldon, Co-Author ITIL V3 Service Operation David is one of the world’s leading authorities on IT Service Management. He worked for the UK Government and was author of many of the original ITIL books. He was founder Secretary of the itSMF and Chairman of itSMF International, and is now Honorary Vice-President. He is the ISEB’s Chief Service Management Examiner. David has had extensive experience over more than 25 years of planning and implementing IT Service Management for a wide range of organisations in all market sectors. He is possibly the world’s most experienced ITIL trainer, and has lectured extensively on this subject in more than 50 countries, and is a member of the APM Group senior examiners panel. He is the joint architect of HP’s global ITSM Assessment Service and the Customer-One service, and has delivered more than 30 such assessments worldwide. |
| Problem management – fix it and make sure it stays fixed!
This is a much neglected part of IT Service Management, with many organisations concentrating on fire-fighting instead of preventing fires. In this workshop David Wheeldon will give practical examples of just how valuable effective Problem Management can be - and outline some practical techniques that organisations can use to ensure that root-causes are correctly identified and problems do not reoccur. There will be plenty of opportunity for discussion and debate around this interesting topic.
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 | Elizabeth Cleland, Senior ITSM Consultant, Lucid IT Elizabeth has 15 years experience in senior management roles covering many aspects of organisational management - including strategic and business planning, programme and project management, service design and management, outsourced IT service management, risk management and change leadership. In her role as a Senior Consultant she assists clients from a wide varieties of industries and SLM maturity levels in improving their governance and investment decision making practices. Elizabeth has assisted many clients to develop a robust framework utilised to deliver best practice governance and investment decision making processes which show their customer value. Clients appreciate her capacity to tie real world experience and challenges to best practice frameworks to deliver pragmatic working solutions for them. Elizabeth has presented at conferences and seminars on Service Management, Service Level Agreements, Outsourcing and Contract Management and is an active member of itSMF including involvement in the Victorian branch committee and membership of the council of members. |
Workshop Title: | Start your framework Delivering customer value through governance and quality investment decision making practices. This workshop will introduce participants to the CobiT® governance framework and approaches to developing processes and practices that incorporate and recognise the requirements of both ITIL and CobiT®. Also covered will be the Investment Management Framework developed by the Victorian Department of Treasury and Finance. This framework was created to allow an "investor" to clearly define the reason for an investment, shape the solution that will best respond to the need, and track the delivery of benefits throughout the investment lifecycle - all in a very quick and simple way ensuring the investment logic is sound and linked to achievable business benefits. See how they can be seamlessly integrated with ITIL in your operating model, to demonstrate ITs ability to meet its governance requirements; and make quality investment decisions. During this workshop participants will get an overview of both frameworks and begin work on a framework that meets their needs. Tap into Liz's years of consulting experience as she assists you in identifying the framework that's right for you and provides hands on guidance and advice to meet the challenges unique to your organisation and operating model.
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 | Robert Stroud, Vice President itSMF International Robert is also the IT Service Management and Governance Evangelist at CA, Inc, the International vice president of ISACA and the IT Governance Institute (ITGI), Board Member of the itSMF USA and the chair of ITGI’s COBIT Steering Committee. A 26-year IT veteran, Robert has significant practical industry experience and is a recognized industry speaker and leader. He has contributed to several major titles on ITIL and COBIT and was a member of the ITIL refresh process in the roles of mentor, reviewer and on the Advisory Group. Robert spent over 15 years in the Banking industry successfully managing multiple initiatives in both the IT and retail banking sectors related to ITSM and process governance. He is also a mentor to many organizations, advising them on their implementations to ensure they drive maximum business value throughout the process. Robert joined CA from the Australian Computer Security Company, Cybec where he held several management positions and was responsible for the company's successful global expansion, culminating in its successful entry into the North American market. |
| | Save your IT soul - How to avoid the 6 deadly sins whem implementing a CMDB. Recent surveys identify that many organisations are racing to implement a Configuration Management database (CMDB) to assist bringing IT and Business integration. Is the CMDB a huge database or a repository of relationships? Where is the value in the CMDB, is it in the data or how to use the relationships represented or the processes supported such as change or incident management? This workshop focuses on the six deadly sins from CMDB implementations past and relates them to CMDB Implementations forward and provides guidance on how to avoid these sins to ensure your CMDB journey meets business expectations and delivers value. Participants will have the opportunity to discuss their CMDB implementation relative to their overall configuration management strategy. Everyone agrees on the start simple and then step it up approach, during the workshop the facilitator will help participants identify the best low hanging fruit in their organisation - where to start and what is critical in early implementation phases for long term successful configuration management. Software is great but the key to success is always in the configuration of a system to align to your business needs - some practical points on who to get involved, and how to evaluate the needs of your various audiences, some key questions for the configuration of the CMDB. What is the best approach, populate with everything you can find or a more controlled approach? The attendee will leave this session that they can confidently change gears and implement their CMDB for value! |
