STREAM 6

ENGINEER THE FUTURE

Innovation & New Technologies

Engineering Sustainable Change - Karen Ferris

Achieving any organisational change is a struggle faced by CEOs and business leaders. This presentation explores how Executives and Senior Management can embed any change initiative and make it part of the fabric of an organisation using the embodiment of sustainability as a working example.  Imagine the organisation in a mining context, as a myriad of tunnels, chambers and shafts - all interconnected and reliant on the stability of each to maintain the other.  Add people, processes, tools and technology and the result is a highly complex and often volatile environment.  This session will present an innovative new framework and how-to-guide to identify current practices and gaps for diversification, to embed enduring change in complex environments to transform organisational culture and build a solid foundation for growth.

People Powered Enterprise - Scott Whyman

We will discuss specific questions pertaining to Organisations and the growing proliferation of consumer technologies entering the workplace. How should you decide when and how to give employees access to consumer applications and devices? How can productivity be measured? Who pays? ROI? We will address these questions and more, referring to case studies from Australia and abroad, to give IT and Business Managers practical advice and action plans for introducing, benefiting from and managing consumer technologies within their organisations.

Why Surveys Suck (And What Can We Do About It) - Dave O'Reardon

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Customer satisfaction surveys are undeniably important. They provide us with critical information on how our customers perceive us. We will look at better approaches in targeting the right information critical to your organisation's development. Shying away from the more traditional methods, Net Promoter, with minimal tweaking, can and is being used by IT Service desks and periodic surveys, providing an elegant solution to the challenge of internal and external performance benchmarking.

Service Management Intelligence - Gregg Holden

The ongoing lifecycle of IT Service Management must further deliver day to day tangible results and areas of inefficiency and lack of effectiveness need to be addressed with vigour. We will provide you with practical insight and solutions to the problems facing IT organisations who are struggling to determine and manage their performance, combining existing publically available research material with the presenter's own performance management experience, practical interpretation of emerging best practices and a visionary perspective on Service Management Intelligence.

HOT TOPIC

Keep Your Friends Close and Your Enemies Closer! Multi-Channel Service Delivery

When designing and delivering an IT Service, most teams have to stitch together a variety of team, company and external resources to deliver an end-to-end service.  Each provider has differing levels of capability, maturity, and risk.  As a result, IT teams have been forced to become solution integrators, combining internal capabilities with software packages and, in some cases, outsourcers and cloud providers.  In this session our panel will share their experience integrating consistent services and answer questions like:

• How do I use the strengths and overcome the weaknesses of my service providers to provide a consistent, reliable and valuable service?
• How do you choose between internal and external resources to provide a service?
• How do you manage the risk of being dependant on an external party to provide your services?
• Are Underpinning Contracts and Operational Level Agreements enough to guarantee success?
• Are the IT skills you use different when you are delivering using many service providers?
• How I make my providers stop blaming each other and start working together?

OMG Not  Another Cloud Presentation - Peter Doherty

Generally every conference you go to these days will have multiple sessions on the benefits of the cloud and even some high level ones on the implications of Cloud on Service Management. Do they all start to sound the same? This will be different as it will look in a fair amount of detail at what you need to get right if you are a Cloud provider or consumer. The key take-aways will be what to look for to understand what you are getting yourself into as well as what you need to do to meet your customers' expectations.

The Cloud is Rock Solid - Mark Pratley

US Navy NGEN ITSM - Angelo Esposito & Timothy Rogers

Based on a real-world case study of ITSM Transformation in a large global enterprise, this workshop demonstrates an enterprise process development approach that works across organizational boundaries, and discusses how to form integrated design teams to produce standardized, repeatable, interoperable enterprise processes to support service delivery.

A Successful, Engaged and Aligned Team?  It's Your Own Behaviour that Makes the Difference - Michael Horton

The Leader Forum Community is pleased to present Michael Horton, CSC's Vice President for the Chemical, Energy, Natural Resources, Manufacturing, Technology and Consumer industry verticals in Australia, and author of the recently published book, Scrappy General Management: Common Sense Practices to Avoid Calamities, Catastrophes and Lackluster Results.     

Join Michael as he discusses how, if you are in a leadership role, it's your own personal approach that will set the tone for the team. If you want your people to behave in a constructive and collaborative fashion, guess what you need to do? When you have an engaged team, who understand their goals and work with a collaborative ethic, your clients will love them (and so will your boss when the financial results come through).