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Upcoming Events
Queensland - Special Interest Group
Starts: 23rd Jul 2008
Starts: 30th Jul 2008
Starts: 7th Sep 2008
The Relationship Test
What exactly is behind a Service Level Agreement? Do I really need one? What should be in it? Most importantly, how can I make a Service Level Agreement work for my business?
The presentation will be very much focussed on the key concepts by linking ‘real world’ examples to the theory – in a fun kind a way.
Author(s): Matthew Tadd, Service Manager, Logica
2008-07-01 13:31:11
2.22 MB
Branch Seminar Presentation
Service Activation at Sydney Water
Sydney Water requested the development of a Service Activation process and service based on the various growing pains produced by increasing project volumes introduced into an increasingly complex environment involving middleware, workflow, business intelligence, virtualisation etc.
As an ITIL based operations and services organisation Sydney Water looked for support from ITIL V2 and V3 for this model. While the various service practice areas in V3 supported the model, particularly Design and Transition, there was no real process or method spanning these areas. The importance of this requirement led to Service Activation being developed in anticipation of a further overall ITIL refresh at Sydney Water.
The primary aim of Service Activation is to ensure that capability exists to support new assets before they are commissioned. Service Activation achieves this by providing services to projects and IT Services (operations).
Author(s): Phil Maher, IT Services Manager, Sydney Water, Graham Barker, Principle, Oakton & Chris Madden, Senior Consultant (ITIL Manager), Oakton
2008-07-01 12:54:21
5.28 MB
Branch Seminar Presentation
Future Developments in ISO 20000-1 & Related Standards
The May meeting of ISO/IEC/JTC1/SC7 considered current drafts and future development of the ISO 20000 series of standards. The current state, likely short term and longer term outcomes will be presented and discussed. These include future evolution of ISO 20000-1, incremental conformity to ISO 20000-1, and a capability and maturity assessment model and method for service management processes.
Author(s): Tom McBride, Australian Delegate to ISO, Standards Australia Committee IR-015
2008-06-26 14:58:54
982.32 kB
Branch Seminar Presentation
ITIL V3 Training & Certification: Whats Happening?
An overview of what is currently known about the anticipated release of the V3 Lifecycle & Capabilities courses and ITIL Certification. Map the syllabi for these proposed V3 courses and show that the V2 courses are still valid and useful to attend.
Author(s): Darren Wells, Senior Consultant, ProActive Services
2008-06-26 12:38:34
2.32 MB
Branch Seminar Presentation
Career Development: Incident Management Fundamentals
This presentation reviews research currently underway that identifies keys to successful Incident Management, and identifies career paths that can follow a successful stint in working to minimise the Mean Time to Restore service.
Author(s): Katherine O'Callaghan, Doctoral Student, Australian Catholic University
2008-06-26 12:34:02
125.33 kB
Branch Seminar Presentation
IT Service Value - There is No Silver Bullet
Fujitsu, in partnership with the itSMF conducted a survey of over 200 delegates at the 2007 itSMF Australian National Conference.
The survey findings confirm that many organisations have faced major challenges in implementing ITSM, in the face of growing disillusionment from the business. The opportunity now is for IT managers to discard their belief in ITIL as the ‘silver bullet’, broaden their vision and deliver more real value to the organisation in support of business strategy.
Author(s): Paul McMaster, Senior Consultant, Fujitsu Australia
2008-06-19 14:47:00
1.06 MB
Branch Seminar Presentation
From Top to Bottom: Tactically aligning the Service Catalog with the CMDB
The release of ITIL V3 has further increased the focus on the service catalog, and the central role the service catalog plays in an ITIL implementation. This session will explore the way in which the service catalog can be tactically aligned with a customer's CMDB
Author(s): Beth Sherlock, Product Development Consultant, EMC Infra
2008-06-19 14:43:22
769.20 kB
Branch Seminar Presentation
Availability by Accident
Sometimes what an organisation requires is the “fix” for a technical shortfall in operational control. Often this is seen as nothing to do with ITIL adoption or ITSM improvement initiatives in the current “marketed” sense. Nonetheless, the outcomes are often exactly those that purveyors of service methodologies and products would have us believe are only achievable through wholesale adoption of their offerings.
Author(s): Stuart Eling, Principal Consultant, InTotality P/L
2008-06-19 14:40:45
141.93 kB
Branch Seminar Presentation
Release Management Implementation Project - QLD Health
Release Management often treated by organisations as the “poor cousin” of the Change Management process. Typically in these situations, the benefit of a strong and mature integration between these Control and Release processes is not well understood.
This presentation details the practical design and implementation of the Release Management Process at QLD Health, and covers the challenges and lessons learned on the continual journey of process improvement in one of the largest ICT Service Management environments.
Author(s): Neale Dimock, Release Management Implementation Project Manager, QLD Health & Darren Dove, ITSM Consultant, Lucid IT
2008-06-19 14:31:55
1022.76 kB
Branch Seminar Presentation
Shining the Capacity Management Torch on Server Consolidation & Virtualisation
This presentation shines a Capacity Management light on the myriad of virtualisation and consolidation technologies now commercially and freely available with proven results in large scale server environments. Using a business orientated approach the presenter shows how practical ITIL based Capacity Management experiences can be applied to this current “hot topic”, and the broader data centre.
Author(s): Theo Adis, Consultant - Senior Capacity Planner, CPT Global
2008-06-19 14:28:09
189.68 kB
Branch Seminar Presentation
An Introducation to the Service Lifecycle
ITIL V3 introduces the concept of a Service Lifecycle. This presentation discusses this lifecycle, it’s components and it’s relationships to the processes contained within ITIL V3. The attendee should leave this presentation with a greater understanding of the elements of the Service Lifecycle and its relationship to other processes within the ITIL V3 body of knowledge.
Author(s): Sean Christensen, Operations Consulting Services Lead, Microsoft
2008-06-17 14:02:48
4.13 MB
Branch Seminar Presentation
ITIL V3 Awareness - Busting Myths & Keeping It Real
As an ICT Service provider owned by the QLD Government, CITEC has a longstanding history of customer focussed, standards based, professional IT Service Management practice and service delivery. CITEC formally adopted and aligned its practices with the ITIL in the late nineties.
This session presents a broad ITIL V3 overview and awareness for you using material based on V3 awareness presentations that CITEC uses to communicate the common sense, continual improvement and ongoing lifecycle alignment messages to its own staff.
Author(s): Andrew Rogl, Manager - Business Improvement, CITEC
2008-06-16 12:00:28
1.93 MB
Branch Seminar Presentation
Bulletin Autumn Issue 2008
- Configuration Versus Customisation
- IT Service Management or Utopia
- IT & Compliance - Mate or Menace
Author(s): itSMF Australia
2008-05-29 17:12:37
2.54 MB
Bulletin
The Service Catalogue Revisited
Why is it so hard to implement a demonstrable Service Catalogue today when those from the 1970’s and 1980’s worked? Bob explains his current understanding based on his recent experience.
Author(s): Bob Arthars, Consultant, SMS Management & Technology
2008-05-15 14:35:11
377.74 kB
Branch Seminar Presentation
Maturity Path to Best Practice Change Management
Can ITIL Change Management be implemented straight out of the book? The Change process is arguably the most important process to implement well and to continuously improve. All IT stakeholders are involved and success requires the art of balancing the natural tensions between business time and resource pressures, with IT risk. In this presentation David will give guidance on a practical maturity path, some of the pitfalls and the implications of ITIL V3 changes.
Author(s): David Favelle, Director, Lucid IT
2008-04-17 06:58:53
833.81 kB
Branch Seminar Presentation
Implementation of Change Management in DECS
DECS embarked on an ITIL strategy in 2005 with the implementation of a CMDB. As a result of a ‘minor’ change going “feral” in June 2005, DECS saw the need for the implementation of Change Management. Here in lies the story…
Roy’s presentation focuses on the implementation of Change Management in DECS, the challenges, the compromises, learnings and the results.
Author(s): Roy King, Manager ICT Assets, Contracts & Transition - DECS - IT Services
2008-04-17 06:51:46
371.69 kB
Branch Seminar Presentation
Change & Transformation
Managing Process, Technology, but most of all…. People.
How do we put theory into practice? How do we achieve successful transformation? What are the challenges, critical success factors, and risks? This session will consider some guiding principles to changing behavior and speeding the adoption of BSM and ITIL.
Author(s): Erin Casteel
2008-04-10 07:13:42
1.22 MB
Branch Seminar Presentation
ITIL V3 & ASL: Sound Guidance for Application Management & Application Development
In May 2007, the Office of Government Commerce (OGC) released a new version of ITIL. Aspects of Application Management are to be found in all five volumes of the core guidance. In this paper, the interfaces with another IT framework, the Application Services Library, are more described. These are both similarities and differences between ITIL and ASL.
Author(s): Machteld Meijer, Mark Smalley & Sharon Taylor
2008-04-09 08:53:16
4.79 MB
White Paper
ITIL V3 and ISO/IEC 20000
This document outlines the differences between ITIL V3 and ISO/IEC 20000, from the perspective of each clause in the standard where the core 5 ITIL books either do not cover or cover it differently.
It does not cover changes that mean ITIL V3 is closer aligned to ISO/IEC 20000 than was ITIL V2.
Author(s): Jenny Dugmore & Sharon Taylor
2008-04-09 08:37:20
157.50 kB
White Paper
Improving your Customer Service through Knowledge Management
Service management is a knowledge intensive activity in which the skills and experience of staff play a key role in determining success. Promoting the sharing of skills and experience through a Knowledge Management strategy is critical to successful service management outcomes such as;
• faster incident resolution
• increased resolution at first point of contact
• a lowered learning curve for new staff, particularly in first line support
• a reduction in the impact of staff turnover.
What is Knowledge Centered Support?
Knowledge-Centered Support (KCS) is a business methodology that was developed and tested by members of the Consortium for Service Innovation™ (CSI). It is a "just-in-time" approach to knowledge management that integrates knowledge capture and maintenance into the problem solving process. The knowledge that is created improves internal efficiency as well as customer success on the web. The fundamental goal of KCS is to solve a problem once and use the solution repeatedly.
Make Knowledge Management a reality in your business
Transform your service desk by optimising the value of your Knowledge Management assets. To hear how a leading Australian financial planner benefited from a best practice KCA approach to Knowledge Management by attending this seminar and learn how to; create and maintain quality, easy-to-find content; increase use of the knowledge base; articulate the value of knowledge management; common pitfalls to avoid. In this session, Karie James, Global Product Manager for leading 100% web based Service Management solution provider will take you through the three critical areas to ensure success;
1) Transforming your corporate culture to make Knowledge Management a Reality (The People)
2) Delivering Service Excellence through Knowledge Management - A step by step approach (The Process)
3) Identifying the tools for the job: Your checklist for KCS implementation (The Technology)
Author(s): Karie James
2008-04-08 13:06:38
4.07 MB
Branch Seminar Presentation
Running an ISO/IEC 20000 Certification Program
Why did Fujitsu decide to seek accreditation to the ISO 20000 standard? We’ll look at the reasons and then take a look at the program we’ve initiated to get us there.
We’ll cover the requirements of the standard from a program focused perspective.
Seeing the complexities of accreditation in a service outsourcer and how we have managed them, will give you some ideas for your own 20000 program.
Author(s): Ken McIntyre
2008-04-08 12:57:58
145.06 kB
Branch Seminar Presentation
What does Kepner Tregoe offer to ITIL Problem Management?
Summer Bulletin Issue 2008
Article - What does Kepner Tregoe offer to ITIL Problem Management?
Author(s): Kathy Reid, Problem Manager, Deakin University
2008-04-08 12:10:32
15.28 kB
Bulletin
Top 10 Tips for a Super Service Desk
Summer Bulletin Issue 2008
Article - Top 10 Tips for a Super Service Desk
Author(s): Leanne Siveyer, Senior ITSM Consultant, ASG Group Ltd
2008-04-08 12:08:54
30.09 kB
Bulletin
The Logic Diagram - Is It Logical?
Summer Bulletin Issue 2008
Article - The Logic Diagram - Is It Logical?
Author(s): Gegg Holden, Business Manager, Kinetic IT
2008-04-08 12:06:48
27.68 kB
Bulletin
That Other Change Management
Summer Bulletin Issue 2008
Article - That Other Change Management
Author(s): Susie Farquhar, Senior Consultant, Lucid IT
2008-04-08 12:04:39
26.96 kB
Bulletin
Implementing Change Management at Melbourne University - A Successful Case Study
Summer Bulletin Issue 2008
Article - Implementing Change Management at Melbourne University - A Successful Case Study.
Author(s): Craig Nenke, Manager, Production Assurance & Support at Melbourne University
2008-04-08 12:01:36
27.23 kB
Bulletin
From 0.5 to 1.5 in Under Four Years - Our Pilgrimage
The presentation is based around the Federal Hotels experiences including detail on what has (and has not) worked to date and what issues have been found and overcome. While still in the early stages, this project will be of interest to both those organisations just starting out and those that have been on the journey for some time.
Author(s): Brendan Charles
2008-04-07 13:28:01
478.62 kB
Branch Seminar Presentation
Pragmatic Service Management
A presentation on using ‘best practise’ frameworks to solve real business problems guided by practical experience and observation rather than just theory.
Author(s): Claire Bourke
2008-03-31 12:28:58
567.06 kB
Branch Seminar Presentation
Mapping Continuity Management onto the CMDB
The use of continuity management to identify critical business and IT services can help build the map of services, systems and underlying components in the CMDB. We will walk through this mapping and the CMDB architecture, culminating in a single view of a sample IT architectture from a large government department.
Author(s): Dean Toovey
2008-03-31 08:54:36
261.17 kB
Branch Seminar Presentation
IT SCM... is it just the tip of the icerberg?
In many cases, IT teams provide Disaster Recovery solutions like system backups and real-time replication, without business requirements having been determined properly. Management needs to prevent over/under spending on IT Service Continuity. But also question: “How important is systems recovery in the event of a bird flu outbreak or bomb threat?” and “How will our backups ensure the business can survive, if key staff become unavailable?”
Author(s): Rinske Geerlings
2008-03-31 08:52:59
844.38 kB
Branch Seminar Presentation
Capacity Management: From an Enterprise Perspective
Capacity Managements primary goal is to ensure that IT capacity meets current and future business requirements in a cost-effective manner. Capacity management ranges from monitoring the performance and throughput or load on IT infrastructure through to Understanding the demands on the Service and future plans for workload growth (or shrinkage). This session discusses how organisation need to view capacity management from an enterprise perspective, considering both technical and project planning.
Author(s): Chris Mazur & Ross King
2008-03-28 14:05:39
1.79 MB
Branch Seminar Presentation
An Effective ICT Capacity Management Framework
One of the challenges that many organisations face is the adoption of a formal “best practice” capacity management process that is aligned with the principles of ITIL. This presentation is an example of how an effective Capacity Management Framework was recently developed and adopted in a major Australian government department. This presentation will demonstrate that a phased approach to effective capacity management can be achieved in a pragmatic way.
Author(s): Stephen Hickey
2008-03-28 13:58:18
329.21 kB
Branch Seminar Presentation
Capacity Management
Capacity management in various workplaces takes on different shapes and forms. This discussion compares the differing environments and how to improve capacity analysis. A review of what is meant by Capacity On Demand and how it has been implemented in Centrelink.
Author(s): Robyn Hull
2008-03-28 13:55:20
875.89 kB
Branch Seminar Presentation
Reinventing the Wheel
Author(s): Stephen Miles
2008-03-27 07:58:29
303.56 kB
Branch Seminar Presentation
Bulletin Summer Issue 2008
- International News: Message from Sharon Taylor
- Change Management at Melbourne University
- Kepner Tregoe Problem Management
- 2008 itSMF Australi National Conference
Author(s): itSMF Australia
2008-03-05 09:05:02
2.53 MB
Bulletin
Bulletin Spring Issue 2007
- ITSM Awards: Fab Four in Summary
- ITIL Adoption in SAP Environment
- Chairman's Report: The Next 10 Years
Author(s): itSMF Australia
2008-03-04 13:08:00
4.88 MB
Bulletin
Bulletin Winter Issue 2007
- ITIL V3 Launch: What the Authors Said
- Business Services Management Puts You Ahead of the ITIL V3 Curve
- Practical Tips: V3O - A New Paradigm in Outsourcing using ITIL V3
Author(s): itSMF Australia
2008-03-04 12:57:46
4.86 MB
Bulletin
Bulletin Summer Issue 2007
- Business Continuity Management
- Case Study: QLD Health - Award Winning ITSM
- Practical Tips: You are the Business
- Examination Boards Alliance to Standardise ITSM Qualifications
Author(s): itSMF Australia
2008-03-04 12:47:30
3.80 MB
Bulletin
Bulletin Autumn Issue 2007
- Releasing the Pressure
- New Tasmanian Branch
- Practical Tips: Tear Up Your Contracts
- ITIL V3 Launch comes to Sydney
Author(s): itSMF Australia
2008-03-04 12:38:54
2.73 MB
Bulletin
Application of Award Winning ITSM Innovation
Author(s): Graham Kennedy
2008-03-03 07:22:36
2.46 MB
Branch Seminar Presentation
ITIL V3.0 - Old Wine in New Bottle?
Author(s): Glenn Schwarz
2008-02-26 06:22:01
814.36 kB
Branch Seminar Presentation
Assorted ITIL - What else is in the Showbag
Author(s): Elizabeth Cleland
2008-02-26 06:18:09
394.26 kB
Branch Seminar Presentation
Delivering Service Management Alignment in a Multi-Vendor Environment
Author(s): Kurt Weideling
2008-02-26 06:15:32
230.53 kB
Branch Seminar Presentation
A Case Study of QUT'S ITSM Support Project
Author(s): Rowan Arndt
2008-02-25 13:47:11
41.42 kB
Branch Seminar Presentation
Engaging the Business
Peter will discuss the following:
• The importance of engaging the Business in any process improvement project;
• Roadblocks;
• What ITIL V3 says about Business engagement, if anything;
• An Example - Change Management; and
• 2 Case studies
Author(s): Peter McInnes
2008-02-25 13:33:42
136.53 kB
Branch Seminar Presentation
Qualifications Scheme
This presentation outlines the latest updates with respect to the ITIL V3 Qualifications Scheme including recent changes released in October 2007.
Author(s): Bradley Busch
2008-02-25 13:19:45
146.63 kB
Branch Seminar Presentation
Paving the Way for Service Management Excellence
Boral Limited is Australia's largest building and construction materials supplier and has significant operations in the USA and in Asia. With A$4.8 billion worth of sales, Boral has over 16,000 employees working across 682 operating sites.
To optimise continuity and front line effectiveness, Boral merged its two corporate service centres - one responsible for Information and Communications Technology and the other for Financial and Payroll services - to create Boral Shared Business Services (SBS). The new entity consolidated multiple service desks and processes to provide a single point of contact for Service Management.
In addition, SBS sought to reduce external spend by in-sourcing Enterprise Monitoring and, at the same time, combining Enterprise Monitoring and Service Management to improve governance of complex business systems and processes. A key challenge for the group was maintaining service continuity while assuming responsibility for Enterprise Monitoring, and implementing an integrated ITIL framework for Incident, Problem and Change Management.
Rob Lutz and Sally Milne will present how Boral SBS exceeded expectations by applying ITIL practices across an IT and Financial Services environment delivering significant and measurable business value.
Author(s): Rob Lutz & Sally Milne
2008-02-25 13:16:31
910.82 kB
Branch Seminar Presentation
COBIT and IT Governance
The IT Governance Institute (ITGI™) continues to upgrade its framework for IT governance based on Control Objectives for Information and related Technology (COBIT®). COBIT 4.0 released in late 2005 was a significant improvement, particularly in the area of governance. COBIT 4.1 released in May 2007 continued to refine the model and provide a range of supporting guiding and mappings. The updates in COBIT 4.1 include enhanced performance measurement, improved control objectives and better alignment of business and IT goals. ITGI objective is to provide a framework that addresses the complete life cycle of IT investment.
Max’s presentation will outline how the COBIT based framework can be used to support IT governance investment and outlines ITGI’s future development plans.
Author(s): Max Shannahan
2008-02-22 14:19:21
610.85 kB
Branch Seminar Presentation
When the Risks are High
Over the past decade a series of high-profile business scandals and failures where investors, company personnel, and other stakeholders suffered tremendous loss have occurred. In the aftermath were calls for enhanced corporate governance and risk management, with new law, regulation, and listing standards. The need for an enterprise risk management framework, providing key principles and concepts, a common language, and clear direction and guidance, became even more compelling. ISO31000 will replace AS/NZS 4360:2004 in late 2008 as the International Risk Management Standard. ISO31000 will become widely accepted by companies and other organisations and indeed all stakeholders and interested parties.
Grant is leading the implementation of an ERM Program across Defence and he will present the key concepts and philosophy of ERM. He will go through a Defence Overview talking about structure, functions and cultures. Some of the ERM Implementation Challenges will be addressed as Using Risk Appetite and Risk Tolerance as decision making tools. The presentation will give some insights into ERM and offer some guidance on support resources and facilities.
Author(s): Grant Whitehorn
2008-02-22 14:16:30
522.10 kB
Branch Seminar Presentation
WAPOL'S Configuration Management Implementation
Mike’s presentation provides a case study journey through ICT’s implementation of Configuration Management at WAPOL including:
• The benefits;
• Areas of Pain; and
• Lessons learnt.
Author(s): Mike Webb
2008-02-22 14:10:03
137.11 kB
Branch Seminar Presentation
Changing IT into IS at DAFWA - Cutting a Gordian Knot
Larry’s presentation is a case study on the implementation of ITIL in the Department of Agriculture and Food in Western Australia. His reference to cutting a Gordian Knot is significant.
Author(s): Larry Simon
2008-02-22 14:06:31
95.31 kB
Branch Seminar Presentation
Keys to Effective Incident Management
In this presentation, Michael will examine a range of useful information, tips and techniques for organisations looking to improve the effectiveness of Incident Management. In particular his presentation will cover:
• ITIL V3 changes that relate to Incident Management;
• Requirements for an effective Incident Management process; and
• The proper use of metrics, KPI’s and scorecards.
Author(s): Michael Nyhuis
2008-02-11 08:39:09
752.79 kB
Branch Seminar Presentation
Practical Consideration for Implementing a Service Desk
As more organisations embrace ITIL, there is a growing realisation of the importance of the Service Desk Function. However, there are many factors that must be considered before you look to implement a Service Desk or improve your existing one. This presentation takes you through many practical considerations that you should take into account during the implementation process.
Author(s): John Pankiw
2008-02-11 08:33:06
26.74 kB
Branch Seminar Presentation
University of Sydney New IT Service Course Offering
Announcement by University of Sydney about new opportunity for people to enrol in single subject on IT Service Management within masters program.
Author(s):
2008-01-31 12:38:24
140.50 kB
News
Littler ITIL - A new Introductory Overview for ITIL V3
ITIL V3 introduction, 58 pages
Author(s): Alison Cartlidge, Ashley Hanna, Colin Rudd, Ivor Macfarlane, John Windebank, Stuart Rance
2008-01-17 14:06:10
646.33 kB
White Paper
Business Governance of IT and IT Governance of IT - Big Difference
The Business Governance of IT is different from the IT Governance of IT; Business Governance of IT is about performance and can not be done by IT, IT Governance of IT is about Compliance and can not be done by the Business, Getting decision making and accountabilities straight between the Business and IT is critical, the scope of IT governance has to be organisation wide from boardroom to basement in the business and in IT; Boards and Business cannot govern without the appropriate information.
Author(s): Chris Gillies
2008-01-17 12:56:44
580.90 kB
Event Presentation
Leveraging Information Technology to reduce costs and improve performance
Managing the balance between compliance and performance
Author(s): Edge Zarella, KPMG
2008-01-17 12:31:20
4.50 MB
Event Presentation
Achieving Business and IT Alignment through Service Level Management
Covering the 6 essential components of SLM - Service Level Agreement, Operation Level Agreement, Underpinning Contracts, Effective Reporting, Service Catalog, Enabling Toolsets
Author(s): Char La Bounty
2008-01-17 11:54:43
152.37 kB
Event Presentation