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Q1 Seminars 2012
VIC - 7 March
TAS - 7 March
QLD - 14 March
NSW - 15 March
ACT - 1 March
WA - 28 February
SA - 22 March
STREAM 1
EXPLORATION & DISCOVERY
Service Management 101
Successful Service Transition - Wayne Scott
A discussion on tips and techniques that have led to successful service transitions, which consists of the management and coordination of the processes, systems and functions required for the building, testing and deployment of new and changed services.
Core Team, Correct Tools (Major Incident) - Matt Fourie
Ever wished you had an RCA approach that would give you an accurate answer whenever you experience an incident? This is easily doable, using a structured and proven Root Cause Analysis approach to address incidents. This presentation will give you a step by step approach, using the KEPNERandFOURIETM root cause analysis to make it possible for the IT Service management professional to collaborate meaningfully with cross-silo colleagues.
R U Ready for the Future? - Simone Moore
You just might come away with a different perspective to take you further along the road of success, by focusing on yourself and where you fit into the Service & Support Profession, a universe with an astounding mix of theories, practices, organisation types and, most of all, the personalities that lie within it.
Springboard to Drive IT Performance (Change Management) - Gavin Hedrick
Based on past experiences, a presentation on how to overcome differing change management challenges to foster IT Service Performance improvement. This talk will aim to challenge you stand against the status quo or the complacent nature of day to day organisational systems and rather put your hand up to commence fixing what is broken or not working effectively.
Service Strategy for the Fish & Chips Shop Owner - Patrick Keogh
This presentation aims to demystify the concepts of ITIL Service Strategy by looking at the topic by the eyes of the fish & chip owner, using a familiar and non-threatening metaphor. We will go through the key concepts of the ITIL Service Strategy book, with the language and concepts of ITIL being tied to the ‘common sense' decisions that every business, small or large, must make.
ITSM in Government Making Decisions - Murray Willis & Jenny Walsh
This presentation highlights the help readily available for government agencies in Western Australia (WA) who wish to improve their standard of Information Technology Service Management (ITSM). Special reference will be directed to IT Service Managers within the WA government, and their formation of the Whole of Government ITSM (WoGITSM) forum, complementary to that of ItSMF. This will provide an opportunity to recommend approaches that are low cost and minimise disruption to the operations of small government agencies.
IT Service Design - It's Not What You Think - Chris Madden & Phil Maher
An inside look at Sydney Water and how they've built innovated process to address the ‘gap' in IT Services via project teams and their unfamiliarity with operational readiness and supportability.
Draw a Picture on Water and Still Make it Look Good - Dinsha Palkhiwala
In this paper the author shares his experience of developing a Service Management strategy in a large, complex organisation which has outsourced virtually all phases of service life cycle to multiple service providers with long term contracts.
Journey to Customer Satisfaction - Lemuel Tay
Customer Satisfaction is one of those areas in ITIL that sometimes can get forgotten. This session provides both theory and practical help on how you can implement surveys and begin your organisation's own journey to measuring and improving Customer Satisfaction, by being in the ‘driver's seat' to ensure the right questions are being asked, correct processes are followed and conclusions are both statistically and logically sound.
Problem Management - How to Measure What You Do - Katherine O'Callaghan
Incident Management is and should be the focus of the solution of the restoration of service. Looking at ways to structure a plan and introduce a practice that helps decrease the occurrence of unplanned outages, helps Problem Managers do and understand their job and measure their success.