Tuesday, 16th – PRE-CONFERENCE WORKSHOPS / Golf Day *(optional at $99 per person)

5.00-700

REGISTRATION OPEN

DAY 1 – Wednesday, 17th August

8.00

REGISTRATION OPEN

8.00-9.00

Coffee & Exhibition – Grand Ballroom 1 & Foyers

9.00-9.15

OPENING CEREMONY – Chairman & Conference Director, Kathryn Heaton – Grand Ballroom 2

9.15-10.15

KEYNOTE 1 – “Mining Excellence in Customer Service” – Marcus Powe, PhD – Grand Ballroom 2

10.15-11.00

Morning Tea & Exhibition – Grand Ballroom 1 & Foyers

Streams & Times

STREAM 1
EXPLORATION & DISCOVERY
Service Management 101

STREAM 2
DIGGING DEEPER
Process, Pitfalls & Tips

STREAM 3
PROTECTING YOUR INVESTMENT
Governance & Security

STREAM 4
LEADING PEOPLE
Recruit, Manage & Motivate

STREAM 5
MINING INFORMATION
Performance & Metrics

STREAM 6
ENGINEER THE FUTURE
Innovation & New Technologies

11.00-12.00 Session 1

“Successful Service Transition”
Wayne Scott

“ABC of ICT”
Paul Wilkinson
& Harold Petersen

“A Gardening Guide to Service Management”
Kathryn Howard

 “The Silent ‘P’ in Service Management”
Andrew Friar

“ITSM Reporting” Adrian Heald

“Engineering Sustainable Change”
Karen Ferris

12.00-1.00

Lunch & Exhibition – Grand Ballroom 1 & Foyers

1.00-2.00 Session 2

“Core Team, Correct Tools” (Major Incident Management)
Matt Fourie

“Power to the User”
Paul McMaster

“Truth About Clouds & Environments”
Gautam Nadkarni

“Can IT People be Service Managers?
”Ivor Macfarlane

HOT TOPIC
“You Get What You Measure - High Value Metrics?”

Rob Stroud & Panel

“People Powered Enterprise”
Scott Whyman

2.00-2.30

Afternoon Tea & Exhibition – Grand Ballroom 1 & Foyers

2.30-3.30

KEYNOTE 2 – “Customer Engagement is in the Palm of Your Hand” – Chris Dancy – Grand Ballroom 2

3.30-4.30 Session 3

“R U Ready for the Future?”
Simone Moore

“HELP! Our Production Site has Flooded”
Rinske Geerlings

HOT TOPIC
“Cloud Computing; I’m Only Happy When It Rains – Bursting the Cloud Bubble”

Peter Doherty & Panel

“Professional Credentialing”
Suzanne Van Hove

“From Silos to Systems”
Michael Nyhuis

“Why Surveys Suck (And What Can We Do About It)”
Dave O’Reardon

4.30 – 5.30 Session 4

“Springboard to Drive IT Performance” (Change Management)
Gavin Hedrick

“CS12 How to Improve Your Improvement Program”
 Ian Christie

“CobiT for Risk”
Gary Langham

“Effective Networking Relationships-Developing Your Social Capital”
Julia Palmer

“Just Enough Service Management" 
Rob Stroud

“Service Management Intelligence”
Gregg Holden

5.30 - 6.30

Happy Hour Industry Networking & Exhibition – Grand Ballroom 1 & Foyers

6.30 – 9.30

CASINO GAMES NIGHT – Social & Dinner – Grand Ballroom 2

DAY 2 – Thursday, 18th August

8.00

REGISTRATION & EXHIBITION OPEN

7.30-9.00

MOTIVATIONAL KEYNOTE 3 – “Harnessing the Energy to Lead” – Dr Fiona Wood – Grand Ballroom 2

9.00-10.00

KEYNOTE 4 – “Key Trends & Forecasts to 2020” – Tim Sheedy, Forrester Research – Grand Ballroom 2

10.00-10.30

Morning Tea & Exhibition – Grand Ballroom 1 & Foyers

10.30-11.30 Session 5

“Service Strategy for the Fish & Chips Shop Owner”
Patrick Keogh

“It’s Really Cloudy – What Do We Do?”
Wally Eastland & Bill Rue

“Managing Security Beyond the Border”
Brett Miller

“Realising the Full Potential of Your People”
Mike Davies

“The Fight for IT Funding" 
Miranda Bruce

HOT TOPIC
“Keep Your Friends Close and Your Enemies Closer - Multi-Channel Service Delivery”

Murali Ramakrishnan & Panel

11.30-12.30 Session 6

“ITSM in Government – Making Connections”
Murray Willis
& Jenny Walsh

“Insight from the Trenches”
Neil Pinkerton

"Securing Business by Securing Customers - Tabcopr Story"

Andrew Walduck 

“Prospecting ITSM Talent”
Angela Erasmus
& Rowena Stocks

“Meaningful Reporting”
Paul Edwards

“OMG Not Another Cloud Presentation”
Peter Doherty

12.30-1.30

Lunch & Exhibition – Grand Ballroom 1 & Foyers

1.30-2.30 Session 7

“IT Service Design – It’s Not What You Think”  
Chris Madden
& Phil Maher

“Stuff Your Customers, Feed Your Staff - Lessons from Undercover Boss”
Annamarie Boddy

“Effective Multi-sourcing at ANAO”
Gary Pettigrove
& Gregg Lymbery

HOT TOPIC
“Talking About MY GENeration”

Steve Rogers & Panel

“The Enterprise System Incubator: ITSM Best Practice"

Nima Mir Sotoudeh

“The Cloud is Rock Solid"

Mark Pratley

2.30-3.30 Session 8

"Draw a Picture on Water and Still Make it  Look Good"              Dinsha Palkhiwala

“NZ Warehouse Story”
Jon Scrivin

"Creating Sources of Truth to Improve Service & Deliver Value at DIAC"

Tony Kwan

Putting Two Wheels on Your Capabilities Cart"

Nigel O'Brien

 "How to Get Published & ITIL Publications Update"

Kirstie Magowan

 "US Navy NGEN ITSM"

Angelo Esposito & Timothy Rogers

3.30-4.30

KEYNOTE 5 – “Cowboys, Acrobats & Rainmakers” – Rob England – Grand Ballroom 2

4.30-5.30

KEYNOTE 6 – “Thank God (ITIL) You’re Here” – Peter Doherty  – Grand Ballroom 2

5.30-6.00

Coffee, Exhibition & Twiosk “The Best Blogger in the World” – Grand Ballroom 1 & Foyers

6.00

EXHIBITION CLOSE

7.00-11.59

KINETIC IT Gala Dinner & itSMFA Industry Awards – Astral Ballroom

DAY 3 – Friday, 19th August

8.00

REGISTRATION OPEN

8.00-9.00

Coffee & Exhibition – Grand Ballroom 1 & Foyers

9.00-10.00

KEYNOTE 7 – “Your Green-ness is Under the Spotlight So Pay Attention!” – Pauline Angelico  – Grand Ballroom 2

10.00-11.00 Session 9

“Journey to Customer Satisfaction”
Lemuel Tay

“What’s on the Menu Opening the Service Portfolio”  
Jamie Miller

“Cloud/Utility Computing”
Patrick Kavanagh

“Bridging the Gap”
Luciana Abreu

“How Service Centric
Can You Be?”
Joseph Spiteri

Kinetic IT Executive Leadership MUNCH

11.00-11.30

Morning Tea & Exhibition (sponsor prizes drawn) – Grand Ballroom 1 & Foyers

11.30

EXHIBITION CLOSE

11.30-12.30 Session 10

“Problem Management – How to Measure What You Do”  
Katherine O’Callaghan

HOT TOPIC
“HELP! I Mixed Whites with Colours & Got a Green IT Wash”

Pauline Angelico & Panel

“ITIL 3.1 is Here - What Does it Mean for You?"

David Favelle

“Transform Your Culture”
Tom Rankin

“Keeping Score”
Francis Gacenga

“A Successful, Engaged and Aligned Team? It’s Your Own Behaviour That Makes the Difference”
Michael Horton

12.30-2.00

KEYNOTE 8 – “Why IT Projects Succeed or Fail?” – Rob England & Panel (Buffet Lunch)  – Grand Ballroom 2

2.00-2.30

CONFERENCE CLOSE – Chairman & Conference Director, Kathryn Heaton – Grand Ballroom 2