LEADit Countdown
11:30am Monday, 23 August
The documents on this page have been provided for information purposes only. itSMF Australia Inc. (itSMFA) does not invite reliance upon, the information in the documents. Precautions have been taken to ensure that the information on this site is accurate. However itSMFA does not guarantee the accuracy, reliability, currency or completeness of any material contained in the documents.
Links to other websites are inserted for convenience and do not constitute endorsement of material at those sites, or any associated organisation, product or service.
In some cases the material may incorporate or summarise views, standards or recommendations of third parties. Such material is assembled in good faith, but does not necessarily reflect the considered views of itSMFA.
Welcome to the Conference/Winter edition of the Bulletin
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itSMFA LEADit Conference Newsletter - July Edition 8
Welcome to the 8th Edition of your LEADit Newsletter, a new communique dedicated to keeping you informed of all 2010 National Conference developments.
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Quote of the month
The fun is in the process, the satisfaction lies in the journey.
Li Cunxin's Teacher
itSMFA Bulletin - Winter/Conference Edition
- Are You Being Served (ENOUGH)?
- 10 ITSM Lessons
- Full 2010 Conference Program
- IT Governance Research
Author(s): itSMF Australia
2010-07-23 15:30:49
6.50 MB
Bulletin
Avant Training Information
Avant Training Information
Author(s): Avant
2010-07-23 08:45:18
95.26 kB
Event Information
LEADit Newsletter - July edition
LEADit Newsletter - July edition
Author(s): itSMF Australia
2010-07-13 16:46:36
584.48 kB
Event Information
What Does Success Look Like?
What Does Success Look Like?
Author(s): itSMF Australia
2010-06-24 09:57:26
1.07 MB
Event Information
itSMFA National Conference Program
Conference 3 Day Program
Author(s): itSMF Australia
2010-06-22 15:39:49
147.43 kB
Event Information
LEADit Newsletter Edition 7 - June 2010
- Welcome to the 7th edition
- 3-Day Program
- Keynote Announced
- 60+ Speakers
- Platinum Sponsor Feature
Author(s): itSMF Australia
2010-06-16 15:47:03
561.19 kB
Event Information
Registration & Program Brochure
Registration & Program Brochure
Author(s): itSMF Australia
2010-05-28 10:43:37
1.98 MB
Event Information
LEADit 2010 Keynote Speakers
LEADit 2010 Keynote Speakers
Author(s): itSMF Australia
2010-05-24 16:23:59
127.97 kB
Event Information
itSMF Australia 2010 Annual General Meeting - Agenda
- To confirm the minutes of the 2009 Annual General Meeting
- To receive and consider the Board of Management reports
- To receive and consider the Financial Statements for the year ended 31/12/2009
- To declare and ratify the appointment of newly nominated Councillors
- To confirm the election of Directors
- To confirm the appointment of the Chairman and Deputy Chairman of the Board of Management.
- To confirm the appointment of the Auditor for the 2010 financial year
- Other Business and Discussion
Author(s): itSMF Australia
2010-05-24 14:19:01
313.94 kB
News
Incident Management: Thinking Outside the Square, Together The Great Debate
This presentation summarises recent doctoral research that investigates seven types of unplanned IT outage as well as the characteristics displayed by incident managers engaged in service restoration. The three points of discussion below are designed to challenge the way IT professionals frame appropriate responses to incident management. Audience members are encouraged to participate in the debate and share their opinions and experiences (please see dot points under ‘Your Opinion Sought’).
Author(s): Katherine O'Callaghan
2010-05-13 15:51:17
674.00 kB
Event Presentation
LEADit Edition 6 - May 2010
- Welcome to the 6th Edition
- Association Partners
- Speakers Program & Topics
- Third Keynote Speaker Announced
- Industry Award Nominations
- Conference 2011
Author(s): itSMF Australia
2010-05-13 15:07:30
614.51 kB
Event Information
Autumn Bulletin 2010
- Have Toolsets Embraced ITIL V3?
- ITSM'S Role in Green IT
- The Impact of Cultural Change
- Practical Tips: Standards Based Sourcing
Author(s): itSMF Australia
2010-05-11 15:20:29
5.21 MB
Bulletin
LEADit Newsletter, Edition 5, April 2010
- Sponsor categories announced
- Media Sponsors
- Industry Award Sponsors
- Keynote Speakers
Author(s): itSMF Australia
2010-04-12 16:19:12
396.74 kB
Event Information
Service Portfolio Management: Optimizing the Business Value of IT
IT organizations are constantly being challenged by what to invest in, what to cut back on, what should be outsourced and when to retire Services.
Most IT organizations face growing demand from the business while IT budgets remain flat, or in some cases, cut. This un-gated and ever-increasing demand makes the selection and management of services even more difficult.
Another challenge is demonstrating IT’s alignment and value to the business. Yes, there may be individuals within IT that understand it the same way Business Relationship Managers do, but that is not the pervasive trend.
ITIL V3 introduces the concept of Service Lifecycle and Service Portfolio Management (SPM), enabling IT to analyze and optimize the investment in the Services it offers.
Author(s): Peter Doherty, Senior Principal Consultant, CA
2010-03-25 10:57:31
786.80 kB
Case Studies & White Papers
QLD Branch Seminar Review
Queensland Branch Seminar Review
Author(s): itSMF Australia
2010-03-25 10:27:41
157.85 kB
Event Information
itSMF Australia National Conference 2010 - Speaker Form
itSMF Australia National Conference 2010 - Speaker Form
Author(s): itSMF Australia
2010-03-24 15:48:31
123.69 kB
Event Information
Successful Implementation & Acceptance of Change: Is It in the Approach?
Considerable studies have been conducted across a multitude of paradigms in regards to the factors that contribute to the successful implementation and acceptance of change within organisations. This presentation is designed to pull apart some of the fibres that contribute to "change" acceptance using three approaches: 1) directive; 2) informative; and 3) consultative whilst aligning that with the practical experiences realised through the implementation of IT change management within the Centrelink environment.
Author(s): Angela Zanardi, Change Manager, Centrelink
2010-03-19 12:55:26
807.84 kB
Branch Seminar Presentation
LaTrobe University - ICT Service Framework
Part 1: Customer Relationship
- Identification and prioritisation of Customer’s requirements.
‐ Analysis and alignment of requirements to ICT services.
‐ (if required) Negotiate with customer to meet their requirements or initiate ICT development.
Part 2: Service Responsibilities
- Service responsibilities are allocated across appropriate
ICT groups. e.g. Relationship manager, ICT team,
Architecture and Governance.
Part 3: Service Lifecycle and Change
- A change to Customer’s business function may lead
to changes to agreed ICT Service Levels.
- A change to ICT functionality may lead to changes to
agreed ICT Service Levels.
Part 4: Service Cost
- Visibility of Service cost according to core business
or enabling functions in the University.
- Enables opportunities to justify costs or improve
cost efficiency.
Author(s): LaTrobe University
2010-03-19 11:53:07
817.24 kB
Case Studies & White Papers
LaTrobe University - Business Service Framework
A Business Service Framework can provide...
• A clear understanding of what directly or indirectly
contributes to the University’s Core Business Functions
• A clear understanding of dependencies between
operational areas within the University
• An ability to have a consistent view of cost of services
• A consistent understanding of Services for staff and their
contribution to the University
Author(s): LaTrobe University
2010-03-19 11:49:48
721.67 kB
Case Studies & White Papers
Services at Latrobe University - Service Framework Rules
An organisation exists to deliver its core business services based on functions delivering services to clients. To deliver and support core business services there are a range of dependencies and relationships both internal and external to the organisation.
Core business services are delivered and supported either directly or indirectly through a range of Functional Divisions each delivering and supporting their own services. The organisation is responsible for all its employees or underpinning contracts either directly or indirectly associated with enabling its core business functions.
This document provides definition guidelines of Services and its components for Service delivery and consumption, not Service Support.
Author(s): La Trobe University
2010-03-19 11:45:14
169.72 kB
Case Studies & White Papers
Retirement Benefits Fund Board Harnesses the Power of Information Management with HP TRIM
This case study accompanies Rosemary Seneviratne’s presentation at the itSMFA Victoria Branch Seminar held on Wednesday, 10 March 2010.
Objective:
RBF Board sought to create a Knowledge Management (KM) environment that would provide effective document management for the business, regulatory compliance and source authoritative information to populate its intranet.
Author(s): Rosemary Seneviratne, Information Management Consultant, Retirement Benefits Fund
2010-03-18 11:08:37
111.81 kB
Case Studies & White Papers
Automated IT Service Management for Virtualised Infrastructures
The drive to consolidate, automate and “make things simpler” in the enterprise and service provider markets have created an appetite for technology consumption. It is now time to step up and realise the business benefit from these technologies. Virtualised technologies have increased the computing capacity within a single data centre while reducing power consumption and greenhouse emissions. The consolidation of the network infrastructure into the computing infrastructure has reduced floor space utilisation and technical complexities associated with these heterogeneous technology silos. Automated management and provisioning is the next evolutionary step towards the automated IT infrastructure, with capacity, security and storage on demand ... the cloud! It is a paradigm shift comparable to the evolution of the personal computer, moving from “keeping the lights on” to “innovation with the lights on”.
How do we do this and what is in it for me? How do organisations accelerate their advance towards not only the consolidated physical environment, but also an automated virtual environment with minimal operational costs? How do the IT departments become the innovation enablers, rather than the operational menders? The presentation will look at the latest trends that help accelerate the adoption of virtualisation and managing these multi-technology environments, automation and finally putting it all together across people, process and technology.
Author(s): Brett Oberstein, General Manager, Managed Services, Dimension Data
2010-03-18 11:00:15
1.86 MB
Branch Seminar Presentation
An Evolution of Capability through Co-Innovation
Having delivered operational cost savings to its business customers over a period of almost 10 years via a “sweat the asset” strategy, the IT department in GWF underwent a rapid centralisation, absorbed 300% increase in project activity and developed a strategy to address the looming aged asset investment spike.
GWF has been working to bring elements of ITIL, COBIT and enterprise architecture to bear on the management challenge. Simultaneously, they are working with their vendors to adopt emerging technologies and operational practices.
The result is an evolving program of change that is already delivering results and gaining momentum.
Author(s): Al Sheehan, Enterprise Architect, George Weston Foods
2010-03-17 17:45:19
2.94 MB
Branch Seminar Presentation
Creating the Support Service our Customers Demand
The University of Technology, Sydney introduced an IT Support Service in the late 1990’s. It was a start. We encountered problems in the delivery of this service. The client perception of IT was unmentionable. ITD Management reviewed this situation and then designed and introduced an effective IT Support service to the University community.
This presentation is about the journey that commenced at this point and will focus on the issues faced by management to design and deliver a proactive first point of contact for all IT Related matters. Some of these issues include understanding what customer service means, staff skills and development and barriers that would inhibit progress.
Author(s): Robert Mascarenhas, Manager, IT Support & Printing Services, Information Technology Division, University of Technology, Sydney & Kevin Managano, Manager, IT Support Centre, Information Technology Division, University of Technology, Sydney
2010-03-17 17:41:26
9.16 MB
Branch Seminar Presentation
The new role of Configuration Management Systems in today's dynamic organisations
The pace of change within businesses is accelerating and IT organisations are under pressure to adapt more rapidly to changing business needs. To answer this challenge, IT organisations are moving from monolithic, static configuration management systems towards automated, dynamic configuration systems that keep pace with changing business requirements. Duncan will provide an overview of how clients are increasing the responsiveness of their IT service while improving the reliability of their IT infrastructure.
Author(s): Duncan Cambridge, Senior Technical Consultant, EMC
2010-03-16 17:31:40
297.97 kB
Branch Seminar Presentation
Transitioning to a Knowledge Management Environment
This presentation shares the real life experience of how the Retirement Benefits Fund Board transitioned to a Knowledge Management environment. Let Rosemary Seneviratne update you on the Road Map and key strategies for this successful Knowledge Management case study and how data was transformed into this effective enterprise information system that meets the required business and risk management compliances.
Author(s): Rosemary Seneviratne, Information Management Consultant, Retirement Benefits Fund
2010-03-16 17:30:25
145.24 kB
Branch Seminar Presentation
Service Improvement - Measuring for Improvement
With so many metrics that you could measure, how do you determine which ones will drive the right behaviour in your IT organisation, to effect real Service Improvement? This presentation gives some real life examples of the process we went through to determine what to measure and who to publish which metrics to.
Author(s): Marie Weston, Business Process Architect, Mincom
2010-03-15 15:38:10
416.35 kB
Branch Seminar Presentation
Service Design
The Information Systems Branch (ISB) within Queensland Police have gone some ways to adopting ITIL V3. A big winner for the organisation has been the implementation of Service Design - this has allowed ISB to work with the projects to identify needs (both project and ongoing operational) well in advance. These requirements have been agreed, documented and costed ensuring that ICT services are well resourced and managed.
Author(s): Rachel Seaniger, Acting Manager, Business Services - Information Systems Branch, Queensland Police
2010-03-15 15:36:48
631.62 kB
Branch Seminar Presentation
"IT Disaster Recovery... is it just the tip of the iceberg?"
How to achieve 'end to end' Business Continuity.
In many cases, IT teams provide Disaster Recovery solutions like system backups and real-time replication, without business requirements having been determined properly. Business Managers needs to prevent over/under spending on IT Service Continuity. But also question: “How important is systems recovery in the event of a swine flu outbreak or bomb scare?” and “How will our backups ensure the entire business can survive, if key staff were to become unavailable?” This presentation covers best-practice holistic Business Continuity Management solutions.
Author(s): Rinske Geerlings, Managing Director, Business As Usual
2010-03-15 11:37:33
846.64 kB
Branch Seminar Presentation
ITIL & how it saved the Tasmanian Water & Sewerage Corporations from drowning
When you have to put together IT infrastructure to support the combined elements of 32 Council and Bulk Water Authority water and wastewater services and staff in less than four months you really need to be able to either work miracles or fall back on the ITIL framework. From building the team to installing the IT infrastructure to implementing the service management culture, OnStream set out to adopt as much of the ITIL practices as possible within severely constrained timeframes and budget.
Author(s): David Byrne, Manager, ICT, OnStream
2010-03-15 11:35:21
361.38 kB
Branch Seminar Presentation
Submission Details itSMF Global Submissions Competition
International Submission Competition
Author(s): itSMF International
2010-03-15 09:58:20
25.00 kB
Miscellaneous
Nomination Form to the Board of Management
Nomination form to the Board of Management
Author(s): itSMF Australia
2010-03-11 14:35:53
63.87 kB
Miscellaneous
LEADit Edition 4, March 2010
- Welcome to the 4th edition
- Speaker Expressions of Interest
- itSMFA website
- Social Media
- Industry Award Nominations
Author(s): itSMF Australia
2010-03-11 12:50:36
393.02 kB
Event Information
itSMF International - Board Talk
- Welcome to the first edition of Board Talk
- From the Chair
- From the Vice Chair
- Treasury, Audit, Standards and Compliance
- Chapter Governance and Support
- Publications and Translations
- Marketing and Business Development
- Certifications and Qualifications
Author(s): itSMF International
2010-02-24 09:52:04
490.88 kB
News
LEADit - Edition 3 - February 2010
- Our Conference Website
- A Draft Program Schedule
- The LEADit Program
- Topics
- Marketing
Author(s): itSMF Australia
2010-02-23 16:49:54
373.90 kB
Event Information
Conference 2010 - Exhibition Layout
Author(s): itSMF Australia
2010-02-22 15:28:29
327.51 kB
Event Information
Service Development Life Cycle (SDLC): Bridging the gap between Service Management & Application Development
Historically, IT has included two domains: Application Development (“Dev”) and IT Operations (“Ops”). It is common for “Dev” to create software in effective isolation and then “flip it over the wall” and “hand it off” to “Ops” to keep it running. This presentation looks at the problems caused by this outdated paradigm and how to achieve superior results by bridging this gap between “Dev” and “Ops”. The focus will be on how to integrate the traditional CMMI approach to the Software Development Life Cycle (SDLC) with a mature Service Management framework (such as the one described in ITIL v3).
Author(s): Craig Barbakow, Seniior Managing Consultant, IBM Australia
2010-02-19 14:17:48
4.03 MB
Branch Seminar Presentation
itSMFA 2010 Conference Sponsorship Prospectus
2010 National Conference & Expo
Sponsor & Exhibitor Prospectus
23-25 August 2010
Melbourne Convention & Exhibition Centre
Author(s): itSMF Australia
2010-02-15 09:21:31
435.50 kB
Event Information
itSMF Australia Bulletin - Summer Edition 2010
- David Cannon Elected to itSMF International Chair
- Practical Tips: Do Your Staff Eat ITIL?
- Is E-Learning the Next Big Thing?
- Reporting: The Way to Improved Communication
Author(s): itSMF Australia
2010-02-12 16:16:15
3.77 MB
Bulletin
Greg Porter Appointed Business Operations Manager
Greg Porter has joined the itSMF Australia National Office team in Melbourne as Business Operations Manager. Porter has in excess of 30 year's experience in finance, administration and IT having worked in both the commercial and not for profit sectors over that time.
Author(s): itSMF Australia
2010-02-12 14:46:05
37.99 kB
News
Speaker Expression of Interest Submit Form
Speaker Expression of Interest - Conference 2010
Author(s): itSMF Australia
2010-02-10 16:38:10
160.72 kB
Event Information
itSMF LEAD it Edition 1 - December 2009
- Welcome to LEAD it - Your Conference newsletter
- itSMFA 2010 National Conference to be held at the new Melbourne Convention & Exhibition Centre
- Theme announced
- Who is Sponsoring
Author(s): itSMF Australia
2010-01-21 11:08:01
393.04 kB
Event Information
itSMF LEAD it Edition 2 - January 2010
- Welcome to our new Sponsors
- The first of our Keynote Speaker's announced
Author(s): itSMF Australia
2010-01-21 10:56:17
390.62 kB
Event Information
Marketing Internal Change
Social marketing (the marketing of social change) has four decades of experience in bringing about systematic and systemic change in the broader society. Marketing’s role as a means for understanding the individual, their needs, world views and barriers to change can be used equally effectively within the organisation (as well as without an organisation). This paper overviews a set of the key models for managing the social change process from the macro-level through to understanding and addressing the individual’s needs for during periods of change.
Author(s): Dr Stephen Dann, Senior Lecturer - School of Management, Marketing & International Business, Australian National University
2010-01-21 08:53:36
138.59 kB
Branch Seminar Presentation
itSMF Australia 2009 Conference: Summary Report of ITSM Standards and Frameworks Survey
This report provides a summary of responses from surveys related to adoption of Information Technology Service Management (ITSM) frameworks. The surveys were conducted at the itSMF National Conference in Sydney in 2009. Two surveys were conducted: the Corporate survey for organisations and the other for Consultants and Trainers. For the Corporate survey 65 responses were received but only eight for the Consultant and Trainers survey.
The responses for the Corporate survey came mainly from large organisations representing both the public and private sectors. The vast majority of organisations whose staff responded to the survey have adopted the IT Infrastructure Library (ITIL) and are making substantial progress in implementing this framework. Priority has been given to implementing the service desk function, change management and incident management processes. Some of the processes in v3 which were not in v2 show low levels of awareness and adoption. Many organisations are also advanced in their implementation of Prince 2, Balanced Scorecard, ISO 9001, ISO/IEC 27001 (Information Security), Government standards and the Project Management Body of Knowledge (PMBOK). The strongest motivating factor to implement IT Service Management is to improve the focus on IT service. The maturity level of ITSM processes is generally rated higher than in previous years with many reporting as repeatable (level 2) and defined (level 3). Most of the respondents have completed ITIL foundation training and many have also achieved intermediate and advanced qualifications. Commitment from senior management is identified as the most critical factor for successful ITSM implementation. Almost one half believe ITSM has met or exceeded their expectations although many stated it is too early to tell if ITSM has delivered benefits. There is strong consensus that the major benefit of ITSM is improved customer satisfaction. Many further benefits have been realised including improved response and resolution, clarification of roles and responsibilities, and improved IT service continuity.
Unfortunately, most of the consultants and trainers who attended the conference as delegates or exhibitors did not complete the questionnaire, therefore the analysis of the eight responses may not be representative and care should be exercised in interpreting the results. Generally, the views expressed by the Consultants echoed those of the Corporate respondents and confirmed the strong move towards ITIL V3, as well as growing interest in ISO/IEC 20000 certification. The success factors favoured by the Consultants varied compared to those of the Corporate respondents. Compared to the responses to the Corporate survey, the Consultants and Trainers gave a higher ranking to the importance of sufficient funding for ITSM initiatives and documentation and integration of processes. Another difference was in the Consultants’ perceptions of the effectiveness of ITSM wherein the Corporate respondents gave a more positive view that ITSM met or exceeded expectations. As for the benefits from ITSM, only two of the top benefits reported by the Consultants were in the top five in the Corporate survey.
Author(s): Aileen Cater-Steel, Wui-Gee Tan & Mark Toleman, School of Information Systems, Faculty of Business, University of Southern Queensland
2010-01-20 10:53:26
332.37 kB
News
Make a date with IT Service Management
itSMFA Western Australia Branch
February 2010
Author(s): itSMF Australia
2010-01-13 14:40:14
139.32 kB
Event Information
Constitution of itSMF Australia
Associations Incorporation Act 1981 Constitution of the IT Service Management Forum Australia (itSMF Australia)
Author(s): itSMF Australia
2009-12-23 14:21:03
195.87 kB
Miscellaneous
itSMF Australia Media Kit
Media Kit
Author(s): itSMF Australia
2009-12-22 11:28:52
2.57 MB
Bulletin
New Chairman of the Board Announced for itSMF Australia - December 2009
itSMF Australia appoints new interim Board Chairman following election of the current chairman of the itSMF International Executive Board.
Author(s): itSMF Australia
2009-12-15 16:19:28
15.06 kB
News
Leading Change: An interview with the CEO of P&G
Alan G. Lafley discusses how to stretch a company's aspirations without overpromising.
Second in a series of interviews with leading executives on change management.
Author(s):
2009-12-08 11:04:51
29.48 kB
Articles
Real World Insights into Today's Investment in ITSM
This presentation will look at the business drivers and ROI for a real life Service Management project.
The presentation will focus on aspects of Knowledge Centered Support (KCS), KPI’s and benefits realisation, and will give valuable insight to any organisation as to how to justify an investment in IT Service Management.
Author(s): Sean Maguire, Senior Manager, Customer Service Delivery, IAG
2009-12-07 14:56:47
496.50 kB
Branch Seminar Presentation
How Green is your ITIL
There is a vast amount of information available on “Green IT”, sustainability, climate change and so on available from numerous sources. There is little information for today’s IT Managers on how IT Service Management and ITIL can help address the environmental challenges facing their organisations.
The Information Technology industry now accounts for 2% of global CO2 emissions. “Green IT” is one of the 10 most important topics concerning CIOs in 2008.
This presentation explores how IT Service Management and the best practice guidance in ITIL Version 3 can be utilised to bring “Green IT” to new and existing services throughout the service lifecycle from Service Strategy to Continual Service Improvement. Supporting rapid business growth is an on-going challenge for IT. Add to that the increasing cost of energy, the constant need to refresh the infrastructure - and then the question is how we reduce energy consumption and waste whilst still maintaining the ability to respond to business demands as well as being responsible corporate citizens. Although not immediately obvious - and some industry experts have stated that ITIL Version 3 failed to address the impact on the environment of delivering IT Services - this presentation will demonstrate that IT Service Management and ITIL does in fact have a major part to play in reducing our carbon footprint.
Author(s): Karen Ferris, Board Director - Publications, itSMF Australia
2009-12-07 14:55:21
3.21 MB
Branch Seminar Presentation
People & Change - The Good, the Bad and the Ugly
Organisational Change is an interesting topic, We have seen in the past that initiatives related to transformation (be it ITIL, Service Management or something else) fail, or not fully achieve their objectives because of a lack of adoption of the initiatives and/or internalisation of practices, processes, roles and responsibilities. Everyone should be interested in the “People” part because it must be managed to be successful. People respond & react in many different ways. Joshua will challenge us by looking at how we can respond to their response, ask what if we can influence their responses and what to do (or not do) if they respond in a way that jeopardises the outcomes of the transformation. Joshua will speak from his vast experience and what he has seen - the good, the bad and the ugly !
Author(s): Joshua Brusse, Chief Architect, Hewlett Packard, Asia Pacific & Japan
2009-12-07 14:35:55
876.41 kB
Branch Seminar Presentation
Department of Health Service Desk Tool Update
Author(s): PJ Stanners, Project Manager, Department of Health & Human Services Tasmania
2009-12-07 14:23:29
800.02 kB
Branch Seminar Presentation
People - The Why & How of Improved Process Performance
Kerrie will share her thoughts, tools and techniques gathered from successful (and unsuccessful) change & improvement projects.
Author(s): Kerrie Knop, Change Management Strategy Consultant, Synateq Hobart
2009-12-07 14:22:24
213.97 kB
Branch Seminar Presentation
Is Service Portfolio Management (SPM) the next evolution for ITIL
ITIL V3 takes a strategic perspective of Service Management by introducing the Service Lifecycle. And nowhere is this more obvious than in the Service Strategy book. If we want to be seen as an integral part of the business we must understand the ‘business value’ of the Services we provide.
Two great killers of IT departments are ungated demand to deliver new Services and when to retire Services. These decisions should be made on the value to the business of the Service.
Sadly, IT is not good at understanding ‘business value’. This is where Service Portfolio Management (SPM) helps as its objective is to analyse and optimise the Services we provide from the perspective of ‘value to the business’!
This session will be highly interactive to help you discover what ‘value to the business’ means, how you measure it and how you then use it to make investment decisions across the lifecycle of Services. In our current economic climate we are being asked to make cuts, the successful organisation will be the one that can make the correct surgical decisions and SPM will assist you in doing so.
Often when people look at SPM it appears overwhelming but it does not have to be and this session will help you get started. And even if you don’t go down the full SPM path this session will get you thinking about your Services and without having a Service Centric approach you will always be a cost centre!
Author(s): Peter Doherty, Senior Principal Consultant, CA
2009-12-03 13:47:14
1.20 MB
Branch Seminar Presentation
Service Improvement using ISO/IEC 15504
Process capability assessments are an effective method of answering the question ‘Where are we now?’ They provide a measured understanding of how an existing service is performing, and how effective and efficient the supporting IT Service Management processes are.
This is important for identifying the gap between where we are and where we want to be.
The use of quantitative measures will ensure that an organisation is able to effectively compare the results of the initial baseline assessment with the results of future assessments.
The ISO/IEC 15504, an international standard for measuring process capability maturity provides this assurance of repeatability and consistency of process capability measurement.
It should be noted however, that Organisational Maturity is based on the capability levels of several related processes.
In developing an effective roadmap for service improvement, consideration must also be given to the relationships and interdependencies between IT service management processes.
The purpose of this presentation is to inform the audience about the structure of ISO/IEC 15504 and how it may be employed tosupport process based Service Improvement initiatives.
Author(s): Warren Hunt, Director, Warren Douglas Pty Ltd
2009-12-03 13:44:02
151.82 kB
Branch Seminar Presentation
Auditor’s Tricks… Using COBIT for your DR Audit
This co-presentation is based on a recent real-life project:
• Alex Daniel - who is an Certified Information Systems Auditor (CISA) will share some of the tricks that auditors may choose to use, and a range of tips for keeping auditors ‘happy’
• Rinske Geerlings - will show how the COBIT assurance documentation can be used in a very practical way, so it has maximum benefit to your organisation. She will focus in particular on the assessment of Service Continuity and Disaster Recovery Plan (i.e. COBIT DS4).
This presentation has great take-home value for those who are being reviewed by auditors, and for those who are in need of ‘moulding’ COBIT documentation to suit their needs.
Author(s): Rinske Geerlings, Managing Director, Business As Usual & Alex Daniel, A/Audit Manager, ICT Assurance & Advisory, DPW Internal Audit
2009-12-03 13:40:31
760.58 kB
Branch Seminar Presentation
Service Management at Department of Human Services - Case Study
“Three Key learning’s”
Looking at Service Management within one of the biggest Government departments in Australia.
This case study describes the real issues that the teams faced and shares some of the strategies employed.
Author(s): David Taylor, Service Configuration Change Manager, Department of Human Services Victoria
2009-11-27 13:52:12
501.88 kB
Branch Seminar Presentation
Everything I know about Service Management I learned from Star Trek
Did you ever notice that in the world of Sci Fi it seems like highly advanced computer technology is pervasive and always works perfectly? But do you ever see an IT department or the supporting IT processes? How can we make IT in the real world more like Star Trek? What lessons about Service Management can we learn from Sci Fi?
Author(s): Craig Barbakow, Senior Managing Consultant, IBM
2009-11-27 13:47:40
5.23 MB
Branch Seminar Presentation
Driving IT Transformation - A Case Study
The introduction of ITIL V3 has re-created the focus of ITSM on the customer and service after a few years of an unhealthy preoccupation with the CMDB as the heart of ITIL. The central element that is behind this re-focus is the service catalogue. Dowling are seeing a huge focus from the market in developing Service Catalogues that are then used as the catalyst to transform the behaviour and the performance of IT. This real case study walks through an organisations transformation towards transformation, how ITIL V3 was used as the central theme and how the organisation learned from and leveraged Dowlings’ ITSM experience.
Author(s): Jeff Scotland, Director ITSM Practice, Dowling Consulting
2009-11-25 14:16:47
560.62 kB
Branch Seminar Presentation
The Business Case for ISO/IEC 38500: 2008 Corporate Governance of IT
This session gets to the heart of the business case for ISO/IEC 38500: 2008 Corporate Governance of IT and includes:
• Selling corporate governance of IT to the board of directors
• The case for corporate governance of IT
• Why corporate governance of IT is different to IT governance
• Corporate governance of IT as a system
• The ISO/IEC approach to responsibility and accountability
Author(s): Mark Toomey, Director, Infonomics
2009-11-19 10:12:08
7.14 MB
Branch Seminar Presentation
Interview with Mark Toomey
This interview with Mark Toomey will give you an insight to the origins of his book 'Waltzing with the Elephant' and its relevence to ITSM Professionals.
Author(s): itSMF Australia
2009-11-16 10:27:27
58 B
News
Bulletin Spring Issue 2009
- Peter Cross elected to IEB
- International Update
- Special Feature: ITSM toolsets
- OGC on ITIL V2 withdrawal
Author(s): itSMFA
2009-11-12 15:41:50
6.54 MB
Bulletin
Seven Secrets to a World Class Service Desk
“No-Service Desk might be more like it!” yelled a frustrated client.
Does your IT team have no Service Desk or maybe even a “No-Service” Desk? Service is the core underpinning characteristic of an IT Services Framework. To provide this without a service focussed team is notoriously difficult.
This presentation will leave you with seven secrets to ensuring your Service Desk is truly service oriented.
Author(s): Brad Cork, Managing Director, Improving People
2009-10-09 11:15:43
619.81 kB
Branch Seminar Presentation
Department of Health Service Desk Improvement Tool Update 4
Author(s): PJ Stanners, Project Manager, Department of Health & Human Services
2009-10-09 11:14:26
0 B
Branch Seminar Presentation
One Small Step...
UTAS is committed to seeking continuous improvement across all sectors of its central IT operation. To that extent IT Resources has embarked on a self improvement strategy underpinned by the ITIL framework to improve its service delivery to the business.
Incident Management is the “one small step” that most organisations use to begin their service improvement journey. How do we start that step, how big a step can we take and how big should we take, when have we gone far enough? What do we need to take with us when we start the journey and what should we just leave behind?
Remember, beware the tripping hazards on the road. What have we learned and how are the lessons we learn today going to help us moving into the future. A journey no matter how long always starts with the first step.
Author(s): Colin Broadbent, Client Service Manager, University of Tasmania
2009-10-09 11:12:40
1.13 MB
Branch Seminar Presentation
Victoria State Branch Seminar Review
Victoria State Branch Seminar Review
Author(s): itSMF Australia
2009-10-07 12:54:05
368.15 kB
Event Information
Best Practice Live - FAQ's
Best Practice (BP) Live - FAQ's
ITIL Live™ is a web-based information service for all ITIL® users. Forming a bridge between ITIL theory and practice, it puts ITIL V3 into a live learning environment so users, trainers and consultants can implement ITIL and ITIL learning programmes with greater ease and understanding.
For the first time, subscribers to ITIL Live can see at a glance how the Service Lifecycle works, who is involved and what they need to do. As well as bringing together all the lifecycle phases, processes and roles, its unique structure allows users to move quickly from one level to another in a highly structured way and then enables subscribers to focus on different areas to find the level of detail they want.
ITIL Live was specifically designed in response to users of ITIL’s most recent version, ITIL V3. Since ITIL was first introduced in 1989, it’s ability to evolve and its emphasis on continuous measurement and improvement of service delivery has made it a worldwide winner.
ITIL V3, the latest development, is a Service Lifecycle based approach incorporating the best of V1 and V2 and tested current best practice for IT Service Management. There are five lifecycle titles that form the core of ITIL:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.
ITIL Live has been designed to enhance and complement the core publications, by bringing the core of ITIL into the live learning environment for any one involved with Service Management. ITIL Live provides the important link between what is written in the core publications and what needs to be done in practice.
ITIL Live is a multi-authored site with contributions from the original ITIL authoring team as well as other key stakeholders from around the globe who are involved in Service Management.
Author(s): The main authoring team for the core of the site are Sharon Taylor and Candice Tarin from AGI and Bidemi Johnson from the Public Sector.
2009-10-07 11:53:41
853.50 kB
Publications
Best Practice Live Brochure
ITIL Live™ is a web-based information service for all ITIL® users. Forming a bridge between ITIL theory and practice, it puts ITIL V3 into a live learning environment so users, trainers and consultants can implement ITIL and ITIL learning programmes with greater ease and understanding.
For the first time, subscribers to ITIL Live can see at a glance how the Service Lifecycle works, who is involved and what they need to do. As well as bringing together all the lifecycle phases, processes and roles, its unique structure allows users to move quickly from one level to another in a highly structured way and then enables subscribers to focus on different areas to find the level of detail they want.
ITIL Live was specifically designed in response to users of ITIL’s most recent version, ITIL V3. Since ITIL was first introduced in 1989, it’s ability to evolve and its emphasis on continuous measurement and improvement of service delivery has made it a worldwide winner.
ITIL V3, the latest development, is a Service Lifecycle based approach incorporating the best of V1 and V2 and tested current best practice for IT Service Management. There are five lifecycle titles that form the core of ITIL:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.
ITIL Live has been designed to enhance and complement the core publications, by bringing the core of ITIL into the live learning environment for any one involved with Service Management. ITIL Live provides the important link between what is written in the core publications and what needs to be done in practice.
ITIL Live is a multi-authored site with contributions from the original ITIL authoring team as well as other key stakeholders from around the globe who are involved in Service Management.
Author(s): The main authoring team for the core of the site are Sharon Taylor and Candice Tarin from AGI and Bidemi Johnson from the Public Sector.
2009-10-07 11:49:13
4.57 MB
Publications
Everything you wanted to know about Management of Risk: Guidance for Practitioners (M_o_R®) in less than one thousand words
Written by Graham Williams, Principal Consultant at GSW Consultancy, this white paper details the four core concepts, the principles, and the Management of Risk approach and process.
Author(s): Graham Williams, GSW Consultancy Limited
2009-09-30 11:57:58
1.81 MB
Case Studies & White Papers
Integrating Six Sigma and PRINCE2™ 2009
In this paper, Mike Ward of Outperform discusses the key aspects of PRINCE2™ and Six Sigma, and shows how the methods can be integrated to provide a very rich framework which may be applied to certain types of project, to great effect.
Author(s): Mike Ward, Outperfom
2009-09-30 11:54:34
149.88 kB
Case Studies & White Papers
Using PRINCE2™ to Manage US Federal Government IT Projects
This paper shows how the PRINCE2 project management method supports US Federal government project managers as they deliver IT investments while satisfying requirements of the Clinger-Cohen Act and Capital Planning and Investment Control.
Author(s): Richard Tucker, ICOR Partners, LLC
2009-09-30 11:53:18
380.29 kB
Case Studies & White Papers
ITIL in a Recession
In this white paper Shirley Lacy, an IT Service Management industry recognised leader and co-author of ITIL V3 Service Transition, addresses issues and concerns by answering some key questions regarding using ITIL in a recession.
Author(s): Shirley Lacy, ConnectSphere
2009-09-30 11:50:40
1.49 MB
Case Studies & White Papers
ITIL V3 and Information Security
This paper, by Jim Clinch, discusses the role and importance to the business of effective Information Security Management (ISM), how it is supported by an xxtensive family of global standards, and the way these harmonise with ITIL.
Author(s): Jim Clinch, CLINCH Consulting
2009-09-30 11:47:07
544.09 kB
Case Studies & White Papers
Integrating Six Sigma and ITIL® for Continual Service Improvement
Jack Probst and Gary Case of Pink Elephant review some basic ITIL principles, discuss how those principles apply to Six Sigma, and how Six Sigma can practically be applied to Continual Service Improvement efforts. They also offer some practical tips for applying Six Sigma to improve ITIL processes and services in general.
Author(s): Jack Probst & Gary Case, Pink Elephant
2009-09-30 11:43:35
1.12 MB
Case Studies & White Papers
Cross-Reference ITIL® V3 and MOF 4.0
The paper presents a short background analysis on the context of IT Service Management, a short summary of the latest versions of ITIL and MOF, and a detailed analysis of the similarities and differences between both frameworks.
Author(s): Jan Van Bon, Inform-IT & Jerry Dyer, Microsoft
2009-09-30 11:41:23
890.73 kB
Case Studies & White Papers
TOGAF™ 9 and ITIL® V3 - Two Frameworks
This white paper describes the development of TOGAF (The Open Group Architecture Framework) and ITIL® as a background to discussions about the potential overlap in the processes they both describe. It does not describe the models themselves. In the further information section of this white paper there are references for readers who would like further details about these frameworks.
Author(s): Tom van Sante & Jeroen Ermers, Getronics Consulting
2009-09-30 11:38:52
644.83 kB
Case Studies & White Papers
So you've 'Implemented ITIL': What Next? Extracting Value from your ITSM Capability & Building More
Many industry pundits and sceptics suggested that ITIL was a fad, another “TQM” or “ISO 9000” that would run its race to be replaced by something hipper after the lip gloss wore off. However with the ITIL implementation and training numbers continuing to grow and ITSMF chapters becoming ubiquitous across the IT landscape, it is clear that ITIL is here to stay.
What is giving ITIL its “legs” and how can IT organisations continue to extract and build value from the ITSM capability? In this presentation David Favelle will present strategies for demonstrating ITSM value, revitalising and re-aligning your ITSM capability with business goals. He will cover implications of emerging trends such as Cloud computing and virtualisation and how these relate to the ITSM capability. He will also give insights into possible next steps on your ITSM and IT governance maturity path.
Author(s): David Favelle, Consulting Director, Lucid IT
2009-09-30 11:20:10
696.53 kB
Branch Seminar Presentation
Keynote Address Five - Adella McMurray
itSMF Australia National Conference 2009. Keynote Address Five - Adella McMurray
Author(s): Adella McMurray
2009-09-30 11:17:47
471.53 kB
2009 itSMF National Conference Presentations
Keynote Address Three - Ken Wendle
itSMF Australia National Conference 2009. Keynote Address Three - Ken Wendle
Author(s): Ken Wendle
2009-09-30 11:12:02
3.72 MB
2009 itSMF National Conference Presentations
Keynote Address Two - Helen Walker
itSMF Australia National Conference 2009. Keynote Address Two - Helen Walker
Author(s): Helen Walker
2009-09-30 11:10:00
1.29 MB
2009 itSMF National Conference Presentations
Keynote Address One - Dr Peter Ellyard
itSMF Australia National Conference 2009. Keynote Address One - Dr Peter Ellyard
Author(s): Dr Peter Ellyard
2009-09-30 11:07:05
409.58 kB
2009 itSMF National Conference Presentations
Anthony Nantes: Case Study Panel
Anthony Nantes' Case Study Panel from the itSMF Australia National Conference 2009. Stream E, Breakout Session 7
Author(s): Anthony Nantes
2009-09-30 10:56:29
1.97 MB
2009 itSMF National Conference Presentations
Michael Nyhuis: When Less is Really More: Getting Back to Basics with a Standards-based Approach
Michael Nyhuis' Breakout Presentation from the itSMF Australia National Conference 2009. "When Less is Really More: Getting Back to Basics with a Standards-based Approach", Stream D, Breakout Session 7
Author(s): Michael Nyhuis
2009-09-30 10:54:30
568.64 kB
2009 itSMF National Conference Presentations
Peter Doherty: Managing SErvices Across their Lifecycle
Peter Doherty's Breakout Presentation from the itSMF Australia National Conference 2009. "Managing Services Across their Lifecycle", Stream C, Breakout Session 7
Author(s): Peter Doherty
2009-09-30 10:51:55
1.60 MB
2009 itSMF National Conference Presentations
Jamie Miller: Change and Release Management in QLD Health
Jamie Miller's Breakout Presentation from the itSMF Australia National Conference 2009. "Change and Release Management in QLD Health", Stream B, Breakout Session 7
Author(s): Jamie Miller
2009-09-30 10:49:43
1.16 MB
2009 itSMF National Conference Presentations
Information Security as an extension of Corporate Risk
Risk management has largely been accepted by CxOs as an integral component of successful business management, whereas information security is often seen as a separate process left to IT professionals. This presentation provides an overview of how security practices, based on the ISO27001 series, can align with a mature enterprise risk management approach to allow information security risk to be captured within the corporate risk framework. The presentation will also consider security issues in light of the economic climate and provide some recent security failures.
Author(s): Mat Hannan, Senior Manager, KPMG
2009-09-30 09:48:58
2.31 MB
Branch Seminar Presentation
Robert Stroud: The 5 Deadly Sins to avoid for IT Governance Professionals
Robert Stroud's Breakout Presentation from the itSMF Australia National Conference 2009. "The 5 Deadly Sins to avoid for IT Governance Professionals", Stream A, Breakout Session 7
Author(s): Robert Stroud
2009-09-29 16:59:45
4.69 MB
2009 itSMF National Conference Presentations
Chris Madden & Phil Maher: Sydney Water Activation Function
Chris Madden and Phil Maher's Breakout Presentation from the itSMF Australia National Conference 2009. "Sydney Water Activation Function", Stream E, Breakout Session 6.
Author(s): Chris Madden and Phil Maher
2009-09-29 16:56:21
3.34 MB
2009 itSMF National Conference Presentations
Justin Clarke - Case Study Sponsored by HP: NAB Technology - Fast, Easy & Excellent Service
Case Study Sponsored by HP: NAB Technology - Fast, Easy & Excellent Service
Author(s): Justin Clarke
2009-09-29 16:53:17
1.85 MB
2009 itSMF National Conference Presentations
Dean Toovey: The CMS and Business Service Management
Dean Toovey's Breakout Presentation from the itSMF Australia National Conference 2009. "The CMS and Business Service Management", Stream B, Breakout Session 6.
Author(s): Dean Toovey
2009-09-29 16:49:29
3.04 MB
2009 itSMF National Conference Presentations
Michael Lifson: Securing Executive Support for ITIL
Michael Lifson's Breakout Presentation from the itSMF Australia National Conference 2009. "Securing Executive Support for ITIL", Stream A, Breakout Session 6
Author(s): Michael Lifson
2009-09-29 16:46:47
958.26 kB
2009 itSMF National Conference Presentations
David Lloyd:
David Lloyd's Breakout Presentation from the itSMF Australia National Conference 2009. "Chaos to Control - A Service Improvement Strategy"! Stream E, Breakout Session 5
Author(s): David Lloyd
2009-09-29 16:44:30
1.34 MB
2009 itSMF National Conference Presentations
itSMF Australia 2005 Conference: Summary of ITIL Adoption Survey Responses
This report provides a summary of responses from a survey of ITIL adoption and benefits conducted at the itSMF National Conference in Brisbane. Many public sector organisations and private sector firms have adopted ITIL and are making substantial progress in implementing the framework. Although all the ITIL core functions and processes are being implemented by most of the respondents, priority has been given to implementing the service desk function and incident management process. Factors identified as most critical to successful ITIL implementation are senior management commitment and an effective ITIL champion. Important issues relate to the ability of IT staff to adapt to change, the quality of IT staff, and training for IT staff.
Author(s): Aileen Cater-Steel & Wui-Gee Tan, University of Southern Queensland
2009-09-29 16:41:59
256.17 kB
News
Michael Nyhuis: The ITIL V3 Qualifications Scheme and Board Portfolio Update
Micahel Nyhuis - itSMF Australia National Conference 2009. "The ITIL V3 Qualifications Scheme and Board Portfolio Update", Stream D, Breakout Session 5
Author(s): Michael Nyhuis
2009-09-29 16:41:41
495.86 kB
2009 itSMF National Conference Presentations
itSMF Australia 2006 Conference: Summary of ITIL Adoption Survey Responses
This report provides a summary of responses from a survey of ITIL adoption and benefits conducted at the itSMF National Conference in Sydney in 2006. Many public sector organisations and private sector firms have adopted ITIL and are making substantial progress in implementing the framework. Although all the ITIL core functions and processes are being implemented by most of the respondents, priority has been given to implementing the service desk function, incident management and change management process. Factors identified as most critical to successful ITIL implementation are senior management commitment and an effective ITIL champion. Important issues relate to funding, involvement of business, change management and issues related to IT staff adaptability and training. Although half of respondents believed it is too early in their implementation to know if ITIL has met their expectations, various benefits have been realised including clarification of roles and responsibilities, improved response and resolution, improved customer satisfaction, and availability of systems and applications.
Author(s): Aileen Cater-Steel, Wui-Gee Tan & Mark Toleman, School of Information Systems, Faculty of Business, University of Southern Queensland
2009-09-29 16:40:20
300.65 kB
News
itSMF Australia 2007 Conference: Summary of ITSM Standards and Frameworks Survey Responses
This report provides a summary of responses from a survey related to adoption of Information Technology Service Management (ITSM) framework. The survey was conducted at the itSMF National Conference in Melbourne in 2007. In total, 100 responses were received. The responses came from mainly large organisations representing both the public and private sectors. All the organisations who responded to the survey have adopted the IT Infrastructure Library (ITIL) and are making substantial progress in implementing this framework. Priority has been given to implementing the service desk function, incident management and change management processes. Many organisations are also implementing Prince 2, government standards and ISO9000. The strongest motivating factor to implement IT Service Management is to improve the focus on IT service. The maturity level of ITSM processes was generally rated as initial (level 1) or repeatable (level 2). Most of the respondents had completed ITIL foundation training. Many organisations intend to upgrade their ITIL version from two to three. Commitment from senior management is identified as the most critical factor for successful ITSM implementation. Although many stated it is too early to tell if ITSM has delivered benefits, one third believes ITIL has met or exceeded their expectations. There was strong consensus that the major benefit of ITSM is improved customer satisfaction. Many further benefits have been realised including improved response and resolution, clarification of roles and responsibilities, and coordinated IT service.
Author(s): Aileen Cater-Steel, Wui-Gee Tan & Mark Toleman, School of Information Systems, Faculty of Business, University of Southern Queensland
2009-09-29 16:38:08
176.56 kB
News
itSMF Australia 2008 Conference: Summary of ITSM Standards and Frameworks Survey Responses
This report provides a summary of responses from surveys related to adoption of Information Technology Service Management (ITSM) frameworks. The surveys were conducted at the itSMF National Conference in Canberra in 2008. Two surveys were conducted: the Corporate survey for organisations and the
other for Consultants and Trainers. For the Corporate survey 80 responses were received and 28 for the Consultant and Trainers survey.
Author(s): Aileen Cater-Steel, Wui-Gee Tan & Mark Toleman, School of Information Systems, Faculty of Business, University of Southern Queensland
2009-09-29 16:35:32
106.32 kB
News
Paul McMaster: The Mechanics of a Successful Cutover
Paul McMaster's Breakout Presentation from the itSMF Australia National Conference 2009. "The Mechanics of a Successful Cutover", Stream C, Breakout Session 5
Author(s): Paul McMaster
2009-09-29 16:14:09
2.18 MB
2009 itSMF National Conference Presentations
Wayne Scott: The Challenge for IT Technical Staff that Remain 'Lost in Space'!
Wayne Scott's Breakout Presentation from the itSMF Australia National Conference 2009. "The Challenge for IT Technical Staff that Remain Lost in Space"! Stream B, Breakout Session 5
Author(s): Wayne Scott
2009-09-29 16:05:47
2.18 MB
2009 itSMF National Conference Presentations
Colin Leeb: Unscrambling the Frameworks Puzzle
Colin Leeb's Breakout Presentation from the itSMF Australia National Conference 2009. "Unscrambling the Frameworks Puzzle", Stream A, Breakout Session 5
Author(s): Colin Leeb
2009-09-29 16:01:31
2.45 MB
2009 itSMF National Conference Presentations
Joshua Brusse: The IT Organisation of the Future
Joshua Brusse's Breakout Presentation from the itSMF Australia National Conference 2009. "The IT Organisation of the Future", Stream E, Breakout Session 4
Author(s): Joshua Brusse
2009-09-29 15:59:00
4.00 MB
2009 itSMF National Conference Presentations
Organisation Change - Don't forget abouth the People
Organisations undertake various projects and implement changes with mixed results once their business cases are approved. Whilst some projects succeed, others experience initial success, some fade away and some fail outright. Whilst there are many reasons for failure; one of the other key reasons that attribute to project failure is the lack of Organisational Change and Strategy.
Organisational Change can be either a relatively simple or a complex process to initiate and complete. It really depends on the size of the organisation, project complexity and the impact to the organisation. This presentation will help you outline what level of Organisational Change will need to be considered and will
address the Question “What is Organisational Change and why do we need it?" plus how to address and plan for change, and the basic principles and techniques on how to deal with the upcoming change, as change is inevitable.
Author(s): Lana Yakimoff, Senior ITSM Consultant, ASG
2009-09-29 15:55:55
294.72 kB
Branch Seminar Presentation
Michael Davies: Unlocking the Value in Maturity Assessments
Michael Davies' Breakout Presentation from the itSMF Australia National Conference 2009. "Unlocking the Value in Maturity Assessments", Stream D, Breakout Session 4
Author(s): Michael Davies
2009-09-29 15:55:51
8.41 MB
2009 itSMF National Conference Presentations
Strategy Management: The 'brain' of your IT Organisation
Strategy Management acts like a brain for the IT Organisation. It is where all influences, principles, requirements, historical data, ideas, possibilities and constrains are integrated in a direction and where execution is ultimately managed and controlled. Without that brain the IT organisation is useless as it
consumes valuable resources without providing value. Joshua and Justin talk from experience on how a well functioned strategy management will add value and how a non-functioned strategy management doesn’t.
Author(s): Joshua Brusse, Chief Architect, Hewlett Packard & Justin Clarke, Senior Manager, National Australia Bank
2009-09-29 15:53:21
1.99 MB
Branch Seminar Presentation
Peter Doherty & David Taylor - Case Study Sponsored by CA: Service Modelling with Configuration Management to underpin Risk and Impact Management
"Case Study Sponsored by CA: Service Modelling with Configuration Management to underpin Risk and Impact Management". Stream C, Breakout Session 4
Author(s): Peter Doherty & David Taylor
2009-09-29 15:51:51
174.25 kB
2009 itSMF National Conference Presentations
Reporting - The best way to defend your Strategy
When organisations focus on a new strategy, evidence is often sought only to support the new direction. Often new strategies fail to realise all the benefits in particular organisations because they do not fully allow for industry specific complexities. A more comprehensive approach to ensuring success, and supporting the new Service Management strategy, would be to formulate a review of the strategy in the organisations own environment, utilising information the organisation already has.
This is a practical exercise in looking at what information an organisation has at its disposal to review and measure up against the key deliverables outlined in a Service Management strategy. We'll show you some simple methods on how to get key information from your current ITSM data pool or ITSM tool. We'll also present practical examples of how you can use live analytics and reporting to support value from your IT Service Management Strategy current or future.
Author(s): Greg Morgan, Busness Solutions Consultant, Axios Systems Asia Pacific
2009-09-29 15:50:33
1003.35 kB
Branch Seminar Presentation
Tony Browne: Technology, Processes and (oh my God) People!
Tony Browne's Breakout Presentation from the itSMF Australia National Conference 2009. "Technology, Processes and (oh my God) People!
Author(s): Tony Browne
2009-09-29 15:49:04
1.88 MB
2009 itSMF National Conference Presentations
David Favelle: IT Governance: Controlling and Directing the ITSM Power
David Favelle's Breakout Presentation from the itSMF Australia National Conference 2009. "IT Governance: Controlling and Directing the ITSM Power", Stream A, Breakout Session 4
Author(s): David Favelle
2009-09-29 15:45:43
14.67 MB
2009 itSMF National Conference Presentations
Chris Laffan - Energy Australia: Fully Automated ITSM for a 21st Century Telecommunications Network
Chris LaffanBreakout Presentation from the itSMF Australia National Conference 2009. "Fully Automated ITSM for a 21st Century Telecommunications Network", Stream A, Breakout Session 3
Author(s): Chris Laffan
2009-09-29 15:40:26
1.09 MB
2009 itSMF National Conference Presentations
Integrated IT Governance & Management
We are being overwhelmed with “new” best practices. How can we pick our way through all this and ensure that we deliver value? The trick is to recognise the value and intent of each framework and to recognise that most are complementary and almost all are more comprehensive than we need. As with many things, we need to spend some time crafting the architecture of our IT Governance and Management approach and applying the best aspects and principles of the various frameworks.
This presentation will cover how to architect the “to be” state for your IT Governance and Management capabilities in terms of org structure, people capabilities, processes, tools and measurement. I will then talk about the roadmap to implementing effective goldilocks governance and management (not too strict, not too loose, but just right!) alongside the day to day tumult of IT projects and operations.
- Global ITIL V3 CAB Member (with Sharon Taylor et al)
- Reviewer of the V3 Service Strategy Book
- CGEIT certification 2009, ITIL V3 Expert 2008 ITIL Master 1999
Author(s): David Favelle, Consulting Director, Lucid IT
2009-09-29 14:19:31
681.52 kB
Branch Seminar Presentation
Methods That Matter - The Customers' View
Passionate about your favourite Framework/Methodology (Quality, Risk, ITIL, PRINCE2, COBIT)? So what does your customer think about it?
Do we proudly defend and justify our framework investments, or do we quietly get on with customer service delivery?
During this interactive discussion we will explore:
- Some underlying principles across the entire Services Sector.
- The intent of each process; do we share the vision of the framework’s Architect?
- What metrics align with the intent of the process?
- Expectations from everyone in the service delivery channel.
- The opinions/observations/perceptions of the end customer.
This session is intended to challenge our thinking on the value and benefit to the end customer. We can’t do it all, so let’s set priorities on the things that matter.
Author(s): Steve Walsh, Director, Innovation & Assurance (ICE Testing), Queensland Health
2009-09-29 14:16:38
150.64 kB
Branch Seminar Presentation
Metrics - Use, Misuse & Abuse in an IT Service Management World
“You cannot manage what you cannot measure” and “What you measure becomes important”. Most people have heard both of these maxims over the years, and there is an element of truth in both of them.
This presentation explores the outcomes, both good and not so good, that can result from your approach and application of some classic ITSM process metrics. Peter will share the actual questions and approach used for customer satisfaction surveys, and discuss reports and learning in the area of Incident, Problem and Change Management metrics.
Author(s): Peter Marshall, Director - Data Centre & Infrastructure Services, CITEC
2009-09-29 14:10:31
2.93 MB
Branch Seminar Presentation
Customer Satisfaction Surveys at Queensland Police
This presentation is based on experience in conducting and actioning Customer Satisfaction Surveys in the Information Systems Branch of the Queensland Police Service.
The presentation covers:
- Overview of Queensland Police Service and Information Systems Branch. Servicing 9,000 desktops throughout Queensland. Survey responses.
- Why do Customer Satisfaction Surveys? How they fit within ITIL and the interrelationships with other ITIL areas. Reasons for conducting survey - what is the data used for. Context of Customer Surveys vs. other client segments.
- Planning for the survey - tools, questions, population selection / demographics, approvals etc. Internal/External survey agencies etc.
- Conducting the survey - rollout, survey periods etc.
- Analysing the survey data - tools, benchmarks, graphs and statistics.
- Reporting - presenting the data.
- Follow-up plans - what to do with the data, Continual Service Improvement.
- Wrap-up: why, how/what.
Author(s): Lemuel Tay, Group Leader, Customer Satisfaction & Continual Service Improvement, Information's System Branch, Queensland Police Service
2009-09-29 14:07:59
145.54 kB
Branch Seminar Presentation
Service Delivery - 17 Years Experience in Health on both sides of the Phone
A view of 17 years IT Service Delivery in Queensland Health from a customer, Client Services Manager and Pathology Executive Member perspective.
Author(s): Matt Ford, Manager, Pathology Queensland, Central Labratory, Queensland Health
2009-09-29 14:04:27
1.29 MB
Branch Seminar Presentation
Gregg Holden: Next Generation Sourcing Strategies
Gregg Holden's Breakout Presentation from the itSMF Australia National Conference 2009. "Next Generation Sourcing Strategies", Stream D, Breakout Session 3
Author(s): Gregg Holden
2009-09-29 13:04:15
8.32 MB
2009 itSMF National Conference Presentations
Karen Ferris: How Green is your ITIL
Karen Ferris' Breakout Presentation from the itSMF Australia National Conference 2009. "How Green is your ITIL", Stream C, Breakout Session 3
Author(s): Karen Ferris
2009-09-29 12:57:26
7.53 MB
2009 itSMF National Conference Presentations
David Efron: Change Management - A Case Study Spanning 5 Years
David Efron's Breakout Presentation from the itSMF Australia National Conference 2009. "Change Management - A Case Study Spanning 5 Years", Stream B, Breakout Session 3
Author(s): David Efron
2009-09-29 12:53:01
952.49 kB
2009 itSMF National Conference Presentations
Greg Fox: Case Study Sponsored by Frontrange Solutions
Greg Fox's Breakout Presentation from the itSMF Australia National Conference 2009. "Ready for Lift-off - launching a complex service", Stream A, Breakout Session 3
Author(s): Greg Fox
2009-09-29 12:48:49
2.37 MB
2009 itSMF National Conference Presentations
Patrick Keogh: Knowledge Management in a Service Organisation - A Case Study
Patrick Keogh's Breakout Presentation from the itSMF Australia National Conference 2009. "Knowledge Management in a Service Organisation - A Case Study", Stream E, Breakout Session 2
Author(s): Patrick Keogh
2009-09-29 12:46:10
1.47 MB
2009 itSMF National Conference Presentations
Andrea Wilton-Connell & Dave Pickering: Case Study Sponsored by BMC
Case Study Sponsored by BMC: "Getting a Holistic Prescription for Service Support" Stream D, Breakout Session 2
Author(s): Andrea Wilton-Connell & Dave Pickering
2009-09-29 12:42:23
835.49 kB
2009 itSMF National Conference Presentations
Rodrigo Flores: Request Fulfillment
Rodrigo Flores' Breakout Presentation from the itSMF Australia National Conference 2009. "Request Fulfillment", Stream C, Breakout Session 2
Author(s): Rodrigo Flores
2009-09-29 12:39:40
4.00 MB
2009 itSMF National Conference Presentations
Colin Leeb: ISO 20000 is not a one night stand
Colin Leeb's Breakout Presentation from the itSMF Australia National Conference 2009. "ISO 20000 is not a one night stand", Stream A, Breakout Session 2
Author(s): Colin Leeb
2009-09-29 12:36:08
3.78 MB
2009 itSMF National Conference Presentations
Samantha Cox: E-Trade Service Management Transition
Samantha Cox's Breakout Presentation from the itSMF Australia National Conference 2009. "E-Trade Service Management Transition", Stream E, Breakout Session 1
Author(s): Samantha Cox
2009-09-29 12:32:48
815.12 kB
2009 itSMF National Conference Presentations
Robert Stroud: Delivering Sound Business Management and Governance using COBIT and ISO/IEC 38500
Robert Stroud's Breakout Presentation from the itSMF Australia National Conference 2009. "Delivering Sound Business Management and Governance using COBIT and ISO/IEC 38500", Stream D, Breakout Session 1
Author(s): Robert Stroud
2009-09-29 12:29:41
5.89 MB
2009 itSMF National Conference Presentations
Michael Davies: Practical Availability Management - Using the Four P's
Michael Davies' Breakout Presentation from the itSMF Australila National Conference 2009. "Practical Availability Management - Using the Four P's", Stream C, Breakout Session 1
Author(s): Michael Davies
2009-09-29 12:24:52
15.95 MB
2009 itSMF National Conference Presentations
Unlocking the People Power - A Case Study of ITIL Training Strategy in KPMG
This presentation is about how KPMG IT Services have implemented a hybrid model of ITIL training framework to ensure every role in IT has a relevant understanding of ITIL in the KPMG context as well as the industry best practices. It will cover the followings:
- KPMG’s ITIL journey
- Issues in the people element
- A solution - a hybrid model of ITIL training framework
- The implementation (including the demonstration of the training format)
- The outcomes and lessons learned
- Next steps
Author(s): Max Wang, Process & Vendor Management, KPMG Australia
2009-09-25 12:30:30
226.32 kB
Branch Seminar Presentation
Practical Tips in Implementing Problem Management
This presentation is a practical example of issues in implementing problem management into an Organisation. The presentation discusses the difficulty in setting expectations and timeframes for fixing problems. Issues of severity rating, prioritisation, root cause fix and communication as well as the relationship between incident and problem are all discussed. The author provides a number of simple and practical solutions to address these issues and provides a practical example where GE Capital implemented improvements via running a pilot. Also discussed are the 'Next Steps' that are in progress and what they are hoping to achieve in this improvement iteration.
Author(s): Nina Johansen, Service Improvement Leader, GE Capital
2009-09-25 12:28:42
461.90 kB
Branch Seminar Presentation
Department of Health Service Desk Improvement Tool Update
Author(s): Brent Feike, Manager, IS Client Services, Department of Health & Human Services
2009-09-24 16:15:02
802.42 kB
Branch Seminar Presentation
Enterprise Information Management & Service Management
Enterprise information Management (EIM) is a relatively recent addition to the corporate toolkit that aims at increasing the value of an organisation’s hidden asset, information. EIM takes the well known fields of business intelligence, electronic content & data management and couples them with a level of governance and techniques to improve information quality, availability and shared knowledge. Greg’s presentation is a thought primer for those interested in better managing the information within their world. Greg also provides some concrete examples of how EIM principles, such as Master Data Management (MDM), can be applied to a service desk environment with the aim to gain better insight and performance.
Author(s): Greg Frith, Client Manager Growth Solutions, Deloitte Touche Tohmatsu
2009-09-24 16:13:11
2.47 MB
Branch Seminar Presentation
OGC Mandate for Change: Project requirements for an update to the ITIL Core Publications
ITIL underwent a major refresh in 2005 and V3 was launched in June 2007. OGC has established a cyclical programme to update its core ITIL guidance which takes into account the latest developments in best practice in IT service management. Between the refresh projects, the ITIL guidance is regularly reviewed for fitness for purpose and is updated in controlled releases. This document scopes the changes to be included in the next release, i.e. the next edition of ITIL.
Author(s): Office of Government Commerce (OGC)
2009-09-24 09:41:56
133.30 kB
Case Studies & White Papers
Gavin Hedrick - Moving from Change Control to Change Management
Gavin Hedrick's Breakout Presntation from the itSMF Australia National Conference 2009 - POWER ON. "Moving from Change Control to Change Management" Stream B, Breakout Session 1
Author(s): Gavin Hedrick
2009-08-28 09:36:14
6.56 MB
2009 itSMF National Conference Presentations
Keynote Address Four - Grant Whitehorn
itSMF Australia National Conference 2009. Keynote Address Four - Grant Whitehorn
Author(s): Grant Whitehorn
2009-08-27 11:12:46
6.73 MB
2009 itSMF National Conference Presentations
Mark Toomey: ISO/IEC 38500 - The IT Service Management Perspective
Mark Toomey's Breakout Presentation from the itSMF Australia National Conference 2009. "ISO/IEC 38500 - The IT Service Management Perspective", Stream A, Breakout Session 1.
Author(s): Mark Toomey
2009-08-26 11:27:59
7.26 MB
2009 itSMF National Conference Presentations
Bulletin Winter (Conference) Issue 2009
- PRINCE2 2009
- Trash your IT Strategy
- Full Conference Programme
- Driving Service Centricity
Author(s): itSMF Australia
2009-08-10 10:34:53
8.18 MB
Bulletin
Managing demand across the enterprise with Service Portfolio Management and Service Catalog
Most organisations are struggling with undated demand to deliver services and have trouble understanding which Services should be delivered and when Services should be retired. ITIL V3 helps us address this at the strategic level through Service Portfolio Management (SPM) and at the tactical level through
Service Catalog.
That being said these are new processes and not many people are actually doing them. In this session Peter will discuss some of the thought leadership he has been providing to organisations on how to get started.
The session will look at using SPM to manage the Service across its entire lifecycle and how you actually define the value to the business, which of course changes across the lifecycle.
From a tactical perspective Peter will use a case study to demonstrate some incredible savings that can be made by managing tactical demand through Service Catalog and Service request fulfilment.
Author(s): Peter Doherty, Principal Consultant, CA
2009-06-16 13:22:17
1.00 MB
Branch Seminar Presentation
CIO Survival Roadmap
This is a must-attend event for all CIO’s and Senior Managers who are seeking strategies to survive the current economic climate and position themselves for future success.
The following three key issues will be addressed:
1. What strategies should be employed to address cost cutting demands fromthe business?
2. How can CIO’s substantiate real value and better manage IT performance?
3. What initiatives are required now to prepare for an eventual market upturn?
Author(s): Gregg Holden, Managing Director, Suntree Group
2009-06-16 13:19:47
1006.32 kB
Branch Seminar Presentation
The Customer Technology Index - An overarching service level
This presentation describes a case study where a Customer Technology Index was implemented in a Financial Services Organisation, which resulted in over 90% of application downtime being removed and a fundamental cultural change toward a customer obsessed, partnering, collaborative environment, that has been sustained and improved.
It then proposes a more general Customer Technology Index, across an organisation, providing a single number representing the outcomes across all services the Customer utilizes, comprised of a number of different components representing the Customer Experience.
Key factors in defining, designing, transitioning, operating and improving the experience are also discussed.
Author(s): Steve Miller, Service Excellence Consultant, COSMIC Service Management
2009-06-16 13:03:45
8.02 MB
Branch Seminar Presentation
Enabling the Business to Deliver: How IT can prioritise scarce resources to deliver business focused service levels
Today in order for a company to be successful, IT services must be robust, scalable and tied to the company’s business objectives.
Any degradation in the quality of these IT services can cause serious damage to the business. This means IT is under considerable pressure to maximise service levels, with ever dwindling budgets, whilst supporting an increasingly complex and dynamic IT infrastructure.
Effective Service Level Management enables IT to not only reduce business risk by highlighting areas of weakness in IT service delivery, but also by effectively targeting scarce IT resources where they are most needed.
Implementing effective SLM can appear to be a daunting task. However, the rewards are great in terms of cost efficiencies, end user satisfaction and maximising ability of the business to deliver. In this session, we will explore the practical steps you can take to increase the perceived value of IT to the business through development of an automated, fully integrated SLM solution.
Author(s): Duncan Cambridge, Senior ITSM Consultant, EMC Corporation
2009-06-16 12:59:50
1.24 MB
Branch Seminar Presentation
SLM Implementation - What has and has not worked 3 years on
In October 2005 Boral IT and Boral Shared Services merged to form Boral Shared Business Services (SBS), a combined internal shared services provider to the Boral Businesses. With the objective of improving internal transactional efficiency and the frontline effectiveness of the Boral Businesses, SBS has been on a 5 year Service Management initiative focusing on its Service Management Tool and internal processes to ensure its services are standard agreed and repeatable.
The presentation will follow the journey so far identifying some of the benefits and challenges faced so far in its Service Level Management journey.
Author(s): Shane Pratley, Manager, Targeted Response Group, Boral
2009-06-12 16:27:57
447.89 kB
Branch Seminar Presentation
Applying Val-IT to the ENERGY Industry
This presentation looks at a case study of Val IT’s application at ENERGEX. It covers a brief definition of Val IT and its objectives; how Val IT was implemented in ENERGEX; and the key differences between the 2 releases of Val IT. The case study focuses on the ‘sales pitch’ for acceptance by the C suite and other executives, lessons learnt and the definition of “value” and its assessment.
Author(s): Adrian Evett, IT Governance & Risk Manager, ENERGEX
2009-06-12 16:25:49
918.34 kB
Branch Seminar Presentation
What do we deliver?
How do you know what services you are currently delivering to your organisation? This presentation is a practical “how to” guide of how to go about finding out what you are delivering.
Author(s): Dianne Green, Service Manager, CSC Australia
2009-06-12 11:43:57
729.48 kB
Branch Seminar Presentation
Release Management and how it affects BAU
A well planned and executed Release sets an organisation up to quickly move to BAU. This presentation is based on a true story and looks at all the elements that enabled this particular organisation to not only conduct a successful release but move to BAU in minimum time.
Author(s): Paul McMaster, Senior Consultant, Fujitsu Australia
2009-06-12 09:40:30
114.32 kB
Branch Seminar Presentation
Aligning IT with Business
Organisations have goals that they strive to achieve, private enterprise has “increasing profit”, the government sector has “delivering government policy”, and not-for-profit organisations have the “delivery of a service”. The people within an organisation are typically structured into teams who’s responsibility it is to provide a small cog in the organisational machinery. It is the responsibility of the management team to ensure the cogs are functioning effectively; are meshed correctly with their adjacent cogs; that all functions in the organisation are in sync. Management can do this only if there is suitable information provided by all cogs in the machinery. It is not sufficient to monitor and report the cogs in isolation; not until the relationships between the cogs are understood can the machinery be truly understood and effectively managed. One significant set of cogs to be managed are those between IT and the business programs that IT supports. Traditionally the purpose of IT is to support the business; more and more though IT is becoming a business enabler, even a business driver. Therefore; a close alignment between business and IT is mandatory for continued organisational development and growth. How we manage that alignment increasingly determines the success of the enterprise.
Author(s): Adrian Heald, Director, Captell Developments Pty Ltd
2009-06-12 09:38:55
374.64 kB
Branch Seminar Presentation
Building a Financial Business Case for IT Service Management
In todays climate, justifying the investment in Service Management has never been so important. Many organisations will ‘hold off’ on ITIL training and process improvement citing lack of financial support and ‘the current climate’ as rationale. This presentation will discuss ways to justify the investment in service management in real financial terms. We will discuss real life business cases used to underpin major Service Management implementations and tips and techniques used to sell them to the business. During the session, Simon will cover topics such as:
- Benefits realisation and quick wins
- Financial payback for best practice
- Stakeholder support within the business
- Tangible and Intangible benefits
Author(s): Simon Roller, Practice Manager, ProActive Services Pty Ltd
2009-06-11 16:45:38
381.11 kB
Branch Seminar Presentation
Refreshing the Menu (Interview with Justin Clarke)
Interview with Justin Clarke, Senior Manager, National Australia Bank regarding his presentation at the New South Wales Seminar on Thursday, 11 June 2009.
Author(s): itSMF Australia
2009-06-05 16:22:56
2.16 MB
Event Information
The Customer Technology Index (Interview with Steve Miller)
Interview with Steve Miller, Service Excellence Consultant, COSMIC Service Management regarding his presentation at the New South Wales Seminar on Thursday, 11 June 2009.
Author(s): itSMF Australia
2009-06-05 16:20:23
2.11 MB
Event Information
What do we deliver? (Interview with Dianne Green)
Interview with Dianne Green, Service Manager, CSC Australia regarding her presentation at the Australia Capital Territory Seminar on Thursday, 11 June 2009.
Author(s): itSMF Australia
2009-06-02 17:40:01
2.44 MB
Event Information
Aligning IT with Business (Interview with Adrian Heald)
Interview with Adrian Heald, Director, Captell Developments Pty Ltd regarding his presentation at the Australia Capital Territory Seminar on Thursday, 11 June 2009.
Author(s): itSMF Australia
2009-06-02 15:37:04
2.06 MB
Event Information
Release Management & how if affects BAU (interview with Paul McMaster)
Interview with Paul McMaster, Senior Consultant, Fujitsu Australia regarding his presentation at the Australia Capital Territory Seminar on Thursday, 11 June 2009.
Author(s): itSMF Australia
2009-06-02 15:19:01
1.85 MB
Event Information
Enterprise Information Management & Service Management (Interview with Greg Frith)
Interview with Greg Frith, Client Manager Growth Solutions, Deloitte Touche Tohmatsu regarding his presentation at the Tasmanis Seminar on Wednesday, 24 June 2009.
Author(s): itSMF Australia
2009-06-02 13:56:59
1.66 MB
Event Information
Measuring Change Management Maturity (Interview with Marie Weston)
Interview with Marie Weston, Business Process Architect, Mincom Managed Services regarding her presentation at the Tasmania Seminar on Wednesday, 24 June 2009.
Author(s): itSMF Australia
2009-06-02 13:49:38
1.90 MB
Event Information
IT Steering Committee Best Practices
IT steering committees are a key governance structure and allow IT departments to provide the right service to the right people at the right time - and this is at the heart of IT Service Management. Maximizing the business value of IT investments requires a committed IT steering committee that is capable of making difficult decisions and practicing sound portfolio management
practices. This presentation will share the best practices of successful IT steering committees as well as present data from a Forrester survey on IT steering committees.
Author(s): Tim Sheedy Senior Analyst, IT Sourcing & Vendor Management, Forrester Research Inc.
2009-05-20 17:00:23
1.74 MB
Branch Seminar Presentation
Energising IT Service Management through Governance
Don’t let a lack of governance short circuit your Service Management initiatives.
In this session we will explore how applying the right level of governance to your ITIL projects can help accelerate their results. Also, we will look at how your IT governance framework acts as the conduit to business buy-in and Continual Service Improvement.
Author(s): Maria Raymond, IT Programme/Project Manager, ETSA Utilities
2009-05-20 16:58:27
185.16 kB
Branch Seminar Presentation
itSMF Australia 2009 Power On Conference Program
itSMF Australia 2009 Power On Conference Program
Author(s): itSMF Australia
2009-05-20 10:07:29
6.66 MB
2009 itSMF National Conference Presentations
NAB Technology - Fast, Easy & Excellent Service (Interview with Justin Clarke)
Interview with Justin Clarke regarding his presentation at the Victoria Seminar on Wednesday, 10 June 2009.
Author(s): itSMF Australia
2009-05-19 15:46:09
2.92 MB
Event Information
Bulletin Autumn Issue 2009
- POWER ON 2009 National Conference
- Practical Tips
- Training Trends
- Self Service Centre Case Study
Author(s): itSMF Australia
2009-05-13 15:35:37
6.63 MB
Bulletin
Applying Val-IT to the ENERGY Industry (Interview with Adrian Evett)
Interview with Adrian Evett, IT Governance & Risk Manager, ENERGEX regarding his presentation at the Queensland Seminar on Wednesday, 10 June 2009.
Author(s): itSMF Australia
2009-05-12 15:04:15
3.00 MB
Event Information
SLM Implementation (Interview with Shane Pratley)
Interview with Shane Pratley, Manager, Targeted Response Group, Boral regarding his presentation at the Queensland Seminar on Wednesday, 10 June 2009.
Author(s): itSMF Australia
2009-05-06 09:43:20
1.52 MB
Event Information
CIO Survival Roadmap (Interview with Gregg Holden)
Interview with Gregg Holden, Managing Director, Suntree Group regarding his presentation at the Western Australia Seminar on Tuesday, 19 May 2009.
Author(s): itSMF Australia
2009-05-05 12:32:45
3.02 MB
Event Information
Managing demand across the enterprise with Service Portfolio Management & Service Catlog (Interview with Peter Doherty)
Interview with Peter Doherty, Principal Consultant, CA regarding his presentation at the Western Australia Seminar on Tuesday, 19 May 2009.
Author(s): itSMF Australia
2009-05-04 15:28:22
2.21 MB
Event Information
IT Steering Committee Best Practices (Interview with Tim Sheedy)
Interview with Tim Sheedy, Senior Analyst, IT Sourcing & Vendor Management, Forrester Research Inc. regarding his presentation at the South Australia Seminar on Thursday, 14 May 2009.
Author(s): itSMF Australia
2009-04-28 16:36:51
3.11 MB
Event Information
Energising IT Service Management through Governance (Interview with Maria Raymond)
Interview with Maria Raymond, IT Programme/Project Manager, ETSA Utilities regarding her presentation at the South Australia Seminar on Thursday, 14 May 2009.
Author(s): itSMF Australia
2009-04-27 10:48:26
2.55 MB
Event Information
itSMFA 2008 Annual Report
This is the first Annual Report published by itSMF Australia
Author(s): itSMF Australia
2009-04-09 09:38:32
2.71 MB
News
Integrating DSDM into an existing PRINCE2 environment
The purpose of this white paper is to describe the benefits of running PRINCE2 and DSDM together and to provide a general overview on how to achieve this.
Author(s): Director - Keith Richards Consulting
2009-04-08 12:26:10
888.09 kB
Case Studies & White Papers
Everything you wanted to know about PRINCE2 in less than one thousand words!
PRINCE2, or PRojects IN Controlled Environments, is a project management methodology. It covers the management, control and organisation of a project.
Author(s): Any Murray, Director Outperform
2009-04-08 12:23:50
342.36 kB
Case Studies & White Papers
Refreshing Management of Risk: Guidance for Practitioners
Written by Graham Williams of GSW Consultancy, M_o_R author and Chief Examiner, the purpose of this white paper is to explain why the decision was made to refresh M_o_R and to describe the main changes an improvements that have been made to the guide.
Author(s): Graham Williams of GSW Consultancy. M_o_R author and Chief Examiner
2009-04-08 12:21:14
383.91 kB
Case Studies & White Papers
Everything you wanted to know about Managing Successful Programmes (MSP) in less than one thousand words!
Rod Sowden, Lead Author on MSP 2007 briefly outlines the history of MSP and provides an overview of the three main concepts of the MSP framework.
Author(s): Rod Sowden Director Aspire Europe
2009-04-08 12:15:52
557.62 kB
Case Studies & White Papers
Everything you wanted to know about ITIL in less than one thousand words!
This white paper describes the evolution of ITIL noting the key elements of ITIL Version 2 and how and why it evolved into ITIL Version 3: The Service Lifecycle.
Author(s): Jane Clark Management ConsultantConnect Sphere Limited
2009-04-08 12:00:57
555.05 kB
Case Studies & White Papers
Aligning Cobit 4.1 ITIL V3 and ISO/IEC 27002 for Business Benefit: A Managing Briefing from ITGI and OCG
To achieve alignment of best practice to business requirements, formal processes in support of good IT governance should be used. The intention of this management briefing is to explain to business users and senior management the value of IT best practices and how harmonisation, implementation and integration of best practices may be made easier.
Author(s): IT Governance Institute & Office of Government Commerce
2009-04-08 11:51:38
883.88 kB
Case Studies & White Papers
Minter Ellison SA/NT - A Case Study on Achieving Efficiencies through Standardisation, Automation & Integration
By understanding the benefits of standardising his platforms and processes, combined with efficient automation an integration of previously disparate systems, Minter Ellison SA/NT has been able to streamline their IT Systems Management to where meaningful data can be produced, extracted and used to achieve real gains in the areas of continual improvement.
Author(s): Greg Sando, Director Technology, Minter Ellison SA/NT
2009-03-25 14:55:13
282.07 kB
Branch Seminar Presentation
Achieving Business Efficiencies through Standardisation, Automation & Integration
Now, more than ever, organisations are looking to improve the efficiencies of their IT Infrastructure and reduce the associated costs. Through careful identification of standardisation, automation and integration concepts, such efficiencies can be realised for an improved bottom line.
Author(s): Andrew Brockfield, Branch Manager, Planwell Technology & John Levingston, CEO, SOESoft Software
2009-03-25 14:53:11
985.53 kB
Branch Seminar Presentation
Starting from the Top: Securing Senior Executive Support for ITIL Best Practice Implementation (Part 2 - Notes)
There are many challenges in obtaining executive support for an ITIL implementation. What more than ROI do you need for approval? Who are your stakeholders and how do you manage them? What are the other pitfalls encountered? How do you avoid or manage these pitfalls? What are the other lessons learned? Use this experience to continually improve your approach to secure executive support.
Author(s): Michael Lifson, IT Operations, Westpac
2009-03-25 10:48:02
139.77 kB
Branch Seminar Presentation
Starting from the Top: Securing Senior Executive Support for ITIL Best Practice Implementation (Part 1 - Presentation)
There are many challenges in obtaining executive support for an ITIL implementation. What more than ROI do you need for approval? Who are your stakeholders and how do you manage them? What are the other pitfalls encountered? How do you avoid or manage these pitfalls? What are the other lessons learned? Use this experience to continually improve your approach to secure executive support.
Author(s): Michael Lifson, IT Operations, Westpac
2009-03-24 14:17:49
755.89 kB
Branch Seminar Presentation
E*Trade Service Management Transition
Author(s): Samantha Cox, Manager, Service Management, E*Trade
2009-03-24 14:16:01
371.33 kB
Branch Seminar Presentation
QBE Way - Towards One Framework
QBE’s Strategy and Technology Group has committed to a Service Management Improvement Program, aligning services to match the business needs. This presentation discusses the opportunities for improvement, the transition issues faced, and the journey “towards one framework”.
Author(s): Wayne Scott, ITSM Program Manager, QBE Australia & Taleen Armen, Senior IT Services Analyst, QBE Australia
2009-03-24 14:14:37
961.16 kB
Branch Seminar Presentation
Six Sigma as the Process Improvement Methodology to complement Service Management
At CSC we use Lean Six Sigma as the Process Improvement Methodology to complement our ITIL based processes in our pursuit of these processes being in good operational order. ITIL requires that improvements be performed on all processes, and Lean Six Sigma provides a structured methodology for the assessment and changes required to the processes.
Downstream from this work are the additional business benefits that are delivered, as Cost of Poor Quality (COPQ) is driven from the process, and the culture of the business is mutated through empowering staff with the opportunity to take control of their own work practices by being able to quantify problems and request change to improve their own workplace.
Nirvana will happen when a critical mass of the business are empowered with the tools to make this happen, and use them either as part of the L6S methodology, or casually to improve the way that processes are reviewed and reported.
Author(s): David Masters, Master Black Belt, CSC Australia
2009-03-24 14:12:26
1.73 MB
Branch Seminar Presentation
Change Management - A Case Study spanning 5 years!
David Efron, Service Transition Manager, Simplot Australia, will share his extensive experience and insight on running efficient Change Management within medium sized businesses. There are Change Management strategies that are universal but ‘adopting and adapting’ these for a medium size business can hold significant challenges. Learn various key strategies for setting up and running Change Management in a medium sized business from an ITIL Practitioner with over 20 years Australian industry experience with AXA Australia, SP Ausnet and now Simplot!
Author(s): David Efron, Service Transition Manager, Simplot Australia
2009-03-23 16:04:16
692.08 kB
Branch Seminar Presentation
MOC = CC
Organisational Change is in fact a competency change. After all we’re asking individuals and workforces to do different things after the change we have in mind, isn’t it? To achieve that, changing skills and culture isn’t enough, adding new knowledge either. Joshua talks about the complexity of competency change within three integrated levels: organisations, teams and individuals and how this can be achieved successfully.
Author(s): Joshua Brusse, Business Consultant, Hewlett Packard
2009-03-23 16:01:33
2.48 MB
Branch Seminar Presentation
Making Change Work (MCW)
Philip will present us insights from global research recently released by IBM, called "Making Change Work" (MCW) and based on interviews with more than 1,550 Change Practitioners across the globe with a very good representation from Australia and New Zealand. The Study does not directly refer to ITIL Change Management but rather to the Cultural and Organisational Change that is required to assure the success of a change programme, such as an ITIL Service Improvement Programme. The Study examined how organisations can manage change and identified strategies for improving project outcomes and closing the "Change Gap".
Many of the change / project / programme statistics frequently quoted are not recent, are not necessarily from a large or representative sample, and do not necessarily have academic rigour. The MCW Study jumps all of these hurdles.
This should be a vital presentation for those professionals who lead or sponsor a change programme or who would like to see the evidence which supports the view that organisational and cultural change needs to be resourced if it is to succeed. It doesn't happen by chance.
Author(s): Philip Watson, Managing Consultant, Strategy & Change, IBM Global Business Services Australia
2009-03-23 15:59:39
344.45 kB
Branch Seminar Presentation
Technology, Process and (Oh My God) People!
Within the world of IT Service Management, there are 3 core elements around which we operate:
• Technology (and tool sets)
• Processes
• People
While you can have your processes well defined and good service management systems and technologies in place, it can sometimes be the people or cultural aspects of an organisation which can make or break any change initiative for a business.
As IT professionals, we are constantly invoking change upon people we work with. While people skills may seem an obvious requirement for anyone doing business, gaining the emotional intelligence and skill sets required to negotiate, communicate and facilitate positive results is often an area overlooked by many in the IT industry.
While he’s a long way from being a psychology expert, Tony will share his journey and learning's in regards to effective engagement of people at all levels of the organisation.
This presentation will review the importance of understanding:
• Understanding your own “modus operandi”, your strengths and weaknesses.
• Recognising other personality types and how to adjust your style to connect with them.
• The unacknowledged emotions and silent (2nd level) discussions going on beneath the surface of our fact based, logical work place.
Author(s): Tony Browne, IT Service Management Specialist, Tony Browne Consulting
2009-03-23 14:10:31
2.42 MB
Branch Seminar Presentation
Business Service Management Metrics Case Study
Delivering service performance metrics is essential for ongoing business management as well as network monitoring and management. This presentation uses real world examples to demonstrate how key business service management metrics can be used to focus and drive IT Service Management practices, processes and performance.
Author(s): Paul Casbolt, Project Manager/Consultant, Business Aspect Pty Ltd
2009-03-23 14:07:07
888.16 kB
Branch Seminar Presentation
IBM® Tivoli® Unified Process (ITUP)
IBM® Tivoli® Unified Process (ITUP) is a Web-based tool that provides detailed documentation of service management processes based on industry best practices, including the recently released ITIL® V3 best practices. ITUP enables organisations to significantly improve IT efficiency and effectiveness by enabling users to easily understand processes, the relationships between processes, and the roles and tools involved in an efficient process implementation. ITUP represents the collective experience of IBM experts based on thousands of customer engagements. With more than 17,000 registered users, ITUP is a leading source of service management information.
Author(s): IBM
2009-03-17 16:44:37
96.94 kB
Miscellaneous
The New Enterprise Data Center Technical White Paper
This paper describes the technical view of the new enterprise data center through a conceptual view of the components and key elements, a staged approach and a set of patterns to guide data center transformation activities for the new enterprise data center.
Author(s): IBM
2009-03-16 14:53:41
1.91 MB
Case Studies & White Papers
Service Management Solutions White Paper
IBM Service Management solutions can help organizations achieve business objectives with comprehensive visibility, control and automation across the entire IT service life cycle. Integrated systems management is an integral part of IBM Service Management, helping organizations align business to IT, monitor critical infrastructure components, gain visibility into the health of services, reduce IT operational costs and preserve revenue from business services.
Author(s): IBM
2009-03-16 14:50:04
431.67 kB
Case Studies & White Papers
Self Service White Paper
This case study will look at customer self service within the NSW, Northern Sydney Region, TAFE Institute. As a Service Desk with no inbound phone number, the only means for customers to log a call is via a web based self-service form. How this was achieved, what were the drivers and has it succeeded?
Author(s): Paul Paterson, Manager, ICT Services, Meadowbank College of TAFE (NSW)
2009-03-16 11:28:58
110.55 kB
Case Studies & White Papers
Gershon's Panacea? Automation
Sir Peter Gershon’s report explicitly calls for a reduction in 'Business As Usual' costs, reduction in contractors delivering roles that should be APS, consolidation of data centres and implementation of green technologies. Automation is a key tool to deliver on these directives.
Implementing automation while simple, does require an understanding of "what actually happens” on the IT Operations floor. This session will focus on:
- The tangible and intangible benefits of automation
- The generic architecture of implementing automation
- The steps towards implementing automation
- Examples of automation use cases.
Author(s): Jason Moore, HP Software - Business Service Automation
2009-03-10 16:33:36
1.32 MB
Branch Seminar Presentation
Using Gershon - for Good, not Evil
The Gershon Report contains a set of specific recommendations. The intent of these recommendations is clear - to make IT service delivery more efficient and effective. How well this intent is realised depends in part on how well the implementation is managed, but it also depends on how the agencies respond. This presentation looks at some specific opportunities and threats inherent in this process from an ITSM perspective.
Author(s): Patrick Keogh, Principal Consultant, Lucid IT
2009-03-10 16:29:39
739.72 kB
Branch Seminar Presentation
Gershon Update
Author(s): Scott Wallace, AGIMO
2009-03-10 16:26:40
419.01 kB
Branch Seminar Presentation
Self Service
This case study will look at customer self service within the NSW, Northern Sydney Region, TAFE Institute. As a Service Desk with no inbound phone number, the only means for customers to log a call is via a web based self service form. How this was achieved, what were the drivers and has it succeeded?
Author(s): Paul Paterson, Manager, ICT Services, Meadowbank College of TAFE (NSW)
2009-03-10 16:21:21
156.87 kB
Branch Seminar Presentation
Department of Health Service Desk Implementation
Author(s): Breny Feike, Manager, IS Client Services, Department of Health & Human Services
2009-03-10 16:19:57
284.48 kB
Branch Seminar Presentation
Service Desk Management
Allannah’s presentation will cover the practical application of running a service desk from her experience working within the public and private sectors. She states that attendees should be able to take back ideas to help improve existing services, how to attract and keep the right staff and knowledge management methodology that should underpin excellent service delivery. Allannah states that she is passionate about service delivery having been both a consumer and now leader in the provision of IT Services. She believes that her experience will provide you with something new and something you can take back to the work place and apply.
Author(s): Allannah Turner-Hughes, National Customer Service Manager, Logica
2009-03-10 16:12:58
97.38 kB
Branch Seminar Presentation
The Quest for the Holy Grail - and how Service Transition can help you find it
Reflection of what Service Transition entails. Robyn will provide a mix of her personal experience and best practice that can help make your next service transition a success.
Author(s): Robyn Maynard, Service Management Process Architect, CSC Australia
2009-03-03 09:03:58
1.07 MB
Branch Seminar Presentation
Achieving Business Efficiencies through Standardisation, Automation & Integration (Interview with Andrew Brockfield)
Interview with Andrew Brockfield, Branch Manager, Planwell Technology regarding his presentation at the South Australia Seminar on Thursday, 19 March 2009.
Author(s): itSMF Australia
2009-03-02 10:46:55
2.15 MB
Event Information
Gershon's Panacea? Automation (Interview with Jason Moore)
Interview with Jason Moore, HP Software - Business Service Automation regarding his presentation at the Australia Capital Territory Seminar on Tuesday, 3 March 2009.
Author(s): itSMF Australia
2009-02-20 16:11:43
2.95 MB
Event Information
Using Gershon - for Good, not Evil (Interview with Patrick Keogh)
Interview with Patrick Keogh, Principal Consultant, Lucid IT regarding his presentation at the Australia Capital Territory Seminar on TUesday, 3 March 2009.
Author(s): itSMF Australia
2009-02-20 16:08:13
3.56 MB
Event Information
itSMF Australia Member Logo
itSMF Australia Member logo available to download in eps, jpeg and pdf formats.
Author(s): itSMF Australia
2009-02-20 13:51:06
624.58 kB
Miscellaneous
Six Sigma as the Process Improvement Methodology to complement Service Management (Interview with David Masters)
Interview with David Masters, Master Black Belt, CSC Australia regarding his presentation at the New South Wales Seminar on Thursday, 12 March 2009.
Author(s): itSMF Australia
2009-02-20 11:39:20
2.84 MB
Event Information
In Search of the Holy Grail - How Service Transition can help you find it (Interview with Robyn Maynard)
Interview with Robyn Maynard, Service Management Process Architect, CSC Australia reagrding her presentation at the Western Australia Seminar on Tuesday, 24 February 2009.
Author(s): itSMF Australia
2009-02-13 16:41:39
1.62 MB
Event Information
Member Survey Results 2009
Member Survey Results 2009
Author(s): itSMF Australia
2009-02-13 15:12:31
139.00 kB
News
Bulletin Summer Issue 2009
3rd Annual ITSM Industry Awards winners
2008 AGM and Inaugeral itSMFI Chapter Leadership Conference
Web Update
Recruitment Feature
Author(s): itSMF Australia
2009-02-13 13:28:03
4.92 MB
Bulletin
Business Service Management Metrics Case Study (Interview with Paul Casbolt)
Interview with Paul Casbolt, Project Manager/Consultant, Business Aspect Pty Ltd regarding his presentation at the Queensland Seminar on Wednesday, 11 March 2009.
Author(s): itSMF Australia
2009-02-13 10:47:32
2.81 MB
Event Information
Technology, Process & (Oh My God) People (Interview with Tony Browne)
Interview with Tony Browne, IT Service Management Specialist, Tony Browne Consulting at the Queensland Seminar on Wednesday, 11 March 2009.
Author(s): itSMF Australia
2009-02-12 15:55:33
5.06 MB
Event Information
Forget about Service Management - what about service doing!
Transforming an IT organisation for Service Management should not ignore the reliance on effective “Service Doing”. This presentation discusses the pros and cons of organising for service engagement and service fulfilment at the grass roots level. It also explores what’s in it for them and the customers if you get it right.
Author(s): David Dowling, CEO, Dowling Consulting
2009-02-12 10:47:40
938.46 kB
Branch Seminar Presentation
MOC = CC (Interview with Joshua Brusse)
Interview with Joshua Brusse, Business Consultant, Hewlett Packard regarding his presentation at the Victoria Seminar on Wednesday, 11 March 2009.
Author(s): itSMF Australia
2009-02-10 14:53:48
3.87 MB
Event Information
Change Management (Interview with David Efron)
Interview with David Efron, Service Transition Manager, Simplot Australia regarding his presentaion at Victoria Seminar on Wednesday, 11 March 2009.
Author(s): itSMF Australia
2009-02-10 14:18:41
3.91 MB
Event Information
Making Change Work (Interview with Phil Watson)
Interview with Phil Watson, Managing Consultant, Strategy & Change, IBM Global Business Services Australia regarding his presentation at the Victoria Seminar on Wednesday, 11 March 2009.
Author(s): itSMF Australia
2009-02-10 13:26:24
3.00 MB
Event Information
Sevice Desk Management (Interview with Allannah Turner-Hughes)
Interview with Allannah Turner-Hughes, National Customer Service Centre Manager, Logica regarding her presentation at the Tasmania Seminar on Wednesday, 4 March 2009.
Author(s): itSMF Australia
2009-02-06 15:39:36
5.75 MB
Event Information
Self Service (Interview with Paul Paterson)
Interview with Paul Paterson, Manager, ICT Services, Meadowbank College of TAFE (NSW) regarding his presentation at the Tasmania Seminar on Wednesday, 4 March 2009.
Author(s): itSMF Australia
2009-02-06 14:10:29
5.70 MB
Event Information
How to mobilize all IT staff members to become highly effective problem solving professionals
Will present a suggested culture and implementation strategy for creating and sustaining in-house professional problem solvers. In the end it all revolves around the correct roles and skills for each tier of problem solving. The presentation will concentrate on the following three levels of problem solving in IT companies:
1) Thinking on Your Feet - Checklist approach for 1st level problem solving
2) Intuitive problem solving - Structured approach utilizing a combination of rational and Intuitive problem solving skills. The aim is to have speed!!
3) Investigative problem solving - Total analytical approach for when everyone “Hit the Wall” regarding the problem
Author(s): Mat-Thys Fourie, CEO, Thinking Dimensions International
2009-01-22 11:28:41
1.85 MB
Branch Seminar Presentation
What ITIL V3 doesn't say about people and organisation
Compared to ITIL V2 we find a significant amount of guidance in the ITIL V3 books relating to ITSM functions and roles. However everything isn’t covered. This presentation aims to identify some of the “missing pieces” in the organisational puzzle and build a more complete picture.
Author(s): Patrick Keogh, Principal Consultant, Lucid IT
2009-01-21 15:01:34
388.30 kB
Branch Seminar Presentation
2008 Conference
This is a short 2 min video of the 2008 conference
Author(s): Mark Robertson
2009-01-07 15:15:13
11.00 MB
2008 itSMF National Conference Presentations
Service Talk January 2009
Adapting in Times of Change
- Award Winners Special
- Talent: Finding and Keeping it
- Recession and your Business
Author(s): ITSMF UK
2009-01-06 15:20:26
6.29 MB
News
AIM Methodology of Organisational Change
The Accelerating Implementation Methodology (AIM) provides a flexible, but disciplined structure for managing project implementation through to full Return on Investment. AIM can be applied to any kind of initiative or project. While most organisations spend the bulk of their resources and energy on the technical and business process components, the greatest risk
for failure is actually on the human side of the equation. During this session we will look at some of the steps involved in the methodology and discuss reasons why people may or may not want to 'change' or become 'part of the culture'.
Author(s): Sandra Geary, Quality Systems Manager, CSC Australia Pty Ltd
2008-12-17 10:11:46
4.35 MB
Branch Seminar Presentation
Change and Release Management Improvement from BMC Service Automation Technology
Briefing invitation to QLD members
Author(s): Brian Daley
2008-12-15 16:28:05
4.29 MB
News
Dynamic Harmonics - Change & Transformation
We hear a lot about how cultural transformation is the most challenging aspect of successful service management - and there are numerous approaches and strategies out there (some of which we will discuss), to give us the answers we need.
Yet, even with the wealth of resources at our disposal, people naturally resist “being changed”, and it is often difficult to achieve predictable results. What to do?
This is an attempt to think differently about how to make cultural and organisational change work, looking at nature and music as both a source of inspiration and a means to achieve that most elusive of goals, transformation.
Author(s): Erin Casteel, Solution Architect, BMC Software
2008-12-11 15:13:48
3.79 MB
Branch Seminar Presentation
Ready, Aim, Fire
DHHS is in the process of replacing its Service Management Software. This is the first in a series of short presentations giving an overview of the project as it unfolds over time. We examine lessons learnt as well as the trials and tribulations we encounter from inception to post go-live. This presentation specifically will focus on the tender and tool selection process, multi-tenancy considerations and planning for implementation and deployment.
Author(s): Brent Feike, Manager Client Services, Department Health & Human Services
2008-12-11 15:03:31
1.21 MB
Branch Seminar Presentation
Our Journey through Service Management - A Case Study on Logica Australia
For an IT Services company employing 39,000 people across 36 countries (900 of them in Australia), Service Management is a key discipline for our business. But we will never claim to have perfected it, as this presentation will demonstrate.
Logica continues a journey of implementing and continually refining its service management practices. This presentation will examine our journey so far, giving practical details on how we developed a strategy to suit our business needs, and how successful we have been in implementing it. The presentation will provide some insight into some of the lessons we have learned along the way.
Author(s): Adam Clavell, Delivery Services Manager, Logica
2008-12-11 15:01:24
200.44 kB
Branch Seminar Presentation
Configuration Management - NOT a field of dreams - Building best CMDB does not guarantee that it will be used
This session will take you on SPARQ's ITSM journey of process improvement, changing behaviours and delivering value from Configuration Management. From initial implementation to the current maturity and planned future enhancements. Discover the challenges, critical success factors, and lessons learnt. Gain some insight into the tools used and automated integration techniques implemented.
Author(s): Andrew Gantimuroff, Configuration Manager, SPARQ Solutions
2008-12-11 11:52:50
1.40 MB
Branch Seminar Presentation
V2 is Dead, Long Live V3!
Joshua Brusse is a ITSM principal and senior solution consultant for Hewlett Packard, consulting to our enterprise customers on IT Service Management and Organisational Change as well as providing training on ITSM, Organisational Change and other methodologies. Joshua is an ITIL Master since 1991, ITIL V3 expert since December 2007 and has over 19 years experience IT Service Management. He was the Co-Founder and first secretary of the itSMF International; an organisation that encourages the exchange of knowledge on topics such as leadership in changing environments, communication and organisation improvement.
Joshua Co-Founded a training company in Organisation Improvement, lecturing and speaking in seminars and forums in many countries including Europe, the USA and Asia. He has held various management positions, managed ITSM certification programs and several other (large) projects focused, among other things, on Organisational Change Management.
Constantly armed with the urge to interacting with people, Joshua has worked over 30 years in several voluntary organisations mostly focused on children and adolescence. He was Co-Founder and Teacher of a national Dance and Music Performance Organisation in The Netherlands. In year 2002, Joshua was conferred with the award “Ridder in de Orde van Oranje Nassau” by Her Highness Queen Beatrix of the Netherlands for his contributions and efforts to the Dutch society.
Author(s): Joshua Brusse, Senior Solution Architect, Hewlett Packard
2008-12-10 14:29:07
684.33 kB
Branch Seminar Presentation
Building and Maintaining a CMDB
Brian has worked in the IT industry for 30 years. He has a vast amount of experience in delivering ITIL® based Service
Management solutions worldwide. Brian is a qualified ITIL® Service Manager, member of the itSMF Qualifications &
Standards Committee and project directed Axios Systems becoming the 1st in the world to achieve BS 15000
certification, now ISO/IEC 20000 (the international standard for IT Service Management).
Author(s): Brian Kerr, Principal Consultant, Axios Systems
2008-12-10 14:24:58
2.79 MB
Branch Seminar Presentation
Service Talk July 2007
Next Genereation ITIL
- Qualifications Market Moves Forward
- How ISO/IEC 20000is Growing
- Meet the new ITSMF Chief
Author(s): ITSMF UK
2008-11-27 12:00:12
3.47 MB
News
Service Talk October 2007
ITIL Qualifications: What are they worth?
- Why PRINCE2 is the perfect fit?
- ITSMF lets the Members speak
- Think differently to succeed
Author(s): ITSMF UK
2008-11-27 11:52:25
2.85 MB
News
Service Talk April 2007
SOA: Trouble Ahead
- ITIL Exams Market Unified
- Is this the end of the Helpdesk Era?
- Support is no Longer Standing Still
Author(s): itSMF UK
2008-11-27 11:46:31
3.68 MB
News
Service Talk January 2007
The Future of Standards
- ITIL Exams Split To Divide The Market?
- BT Ireland Paves Way For Global
- How Soa Can Fin it With Best Practise
Author(s): ITSMF UK
2008-11-25 12:56:38
4.37 MB
News
Service Talk - October 2008
The Path to Lean Business
- How will Eurosox Affect You?
- Going Green: The Strategies that Work
- ITIL Security Special
Author(s): itSMF UK
2008-11-25 12:30:54
4.45 MB
News
Service Talk - January 2008
itSMF Leading Lights Special
- Examining the high price of governance
- Train and innovate: the value
- itSMF UK Members speak
Author(s): itSMF UK
2008-11-25 12:26:44
3.67 MB
News
Case Study: ITIL V3 Service Design
This presentation will focus on the results of a Service Design assessment conducted for Crane Group Information Management, the subsequent results and immediate activities post assessment.
The presentation will cover:
- IT reasoning behind looking at Service Design above other areas
- Assessment approach and results
- Follow-on activities based on assessment
- Lessons learned
Author(s): Sean Christensen, Operations Consultant Services Lead - Australia, Microsoft & Dale Field, Information Management, Platform Architecture Manager, Crane Group Limited
2008-10-08 10:17:43
999.86 kB
Branch Seminar Presentation
Service Talk - April 2006
Relationships That Work
- In-depth analysis of ISO/IEC 20000
- How to Build a CMDB
- Anglian Water Eases the Pressure
Author(s): itSMF UK
2008-10-03 14:45:24
4.22 MB
News
Bulletin Summer Issue 2006
- 2006 Conference Taking Shape
- ITIL Refresh Status Report
- Feature: How to Achieve CMDB Success
- Practical Tips: Business Case Blues
Author(s): itSMF Australia
2008-10-03 14:23:48
1.46 MB
Bulletin
The Good, the Bad & the Better ITSM at CITEC
This presentation shares the real life experience at one of the largest Australian owned, ICT Service providers on their journey of continual improvement towards better practice and service outcomes.
The presentation will share with you how this Government owned organisation has built on a long standing commitment to 3rd party certified Quality Management Systems (ISO 9001:2000) to align, and mature, key business processes with the IT Infrastructure Library (ITIL) framework. The presentation will also give insights into how this approach has enabled and informed the evolution of ICT Service Management practices to embrace the service lifecycle approach of ITIL V3. Hear how this organisation supported, used and developed the knowledge, skills and experience of their own staff to tackle people, process & related technology issues. Learn how this experience is applied every day as part of a focus on continual service improvement.
Author(s): Peter Marshall, Director - Data Centre & Infrastructure Services, CITEC
2008-10-02 11:32:08
803.88 kB
Branch Seminar Presentation
Systems Security... Do you sleep at night?
Implementing, maintaining, measuring and reporting on the security posture on around 10,000 Intel servers across more than 40 clients involves a certain level of organisation from both IBM and our clients. I will explain what aspects of security apply in this area, some of the issues that arise and how they can be addressed.
Author(s): John Williams, Manager, Intel Server Compliance, IBM
2008-10-02 11:28:39
1.39 MB
Branch Seminar Presentation
ISO 20000: Its not a one-night stand
Case study on the implementation of ISO 20000 at ASG.
Author(s): Colin Leeb, National Manager - Governance & Business Assurance, ASG Group Limited
2008-10-02 11:16:19
666.04 kB
Branch Seminar Presentation
Service Level Management - A Personal Journey of Discovery
Author(s): Christine Yates
2008-10-01 14:59:29
897.30 kB
Branch Seminar Presentation
The IT Service Management Journey
Author(s): Queensland Police Service Information Systems Branch
2008-10-01 14:56:45
555.51 kB
Branch Seminar Presentation
Organisational Change Through ITIL & Service Management
Author(s): Glenn Schwarz
2008-10-01 14:52:08
467.51 kB
Branch Seminar Presentation
From Reactive Break Fix to Managed and Measured IT Services
Author(s): CBH Group
2008-10-01 14:49:31
230.14 kB
Branch Seminar Presentation
Managing the Span of Attention
Author(s): Patrick Keogh
2008-10-01 14:31:36
362.86 kB
Branch Seminar Presentation
ROI on ITIL - What's this ROI thing anyway, and why should I care?
Author(s): Shane Johnson
2008-10-01 14:29:07
252.18 kB
Branch Seminar Presentation
The Pain in the Game
Author(s): Peter Marshall
2008-10-01 14:24:12
1023.30 kB
Branch Seminar Presentation
ISO/IEC 20000 Overview & Update on Directions
An introduction to and overview of ISO/IEC 20000, with commentary on directions for 2008/9.
Author(s): Alan Pickering, Director & Principal Consultant, Tech Partners Consulting
2008-10-01 14:10:59
1.39 MB
Branch Seminar Presentation
Infrastructure Management - Where does it fit in?
Author(s): Gary Percival
2008-10-01 14:06:24
634.71 kB
Branch Seminar Presentation
Role of ITIL in Transformation of Information Services
Author(s): Susan Sheard
2008-10-01 14:03:44
823.42 kB
Branch Seminar Presentation
Don't be Lead Down the Garden Path with ITIL, it's not that Hard, Just do it!
Author(s):
2008-10-01 13:03:55
381.39 kB
Branch Seminar Presentation
How to Build and Maintain a Configuration Management Database
Author(s): Brian Kerr
2008-10-01 13:01:20
254.27 kB
Branch Seminar Presentation
Change Management
Author(s): Bruce Brown
2008-10-01 12:50:45
41.38 kB
Branch Seminar Presentation
Service Level Management: The Foundation for Service Management Cornerstone for IT Organisational Maturity
Author(s): Chris Radbone
2008-10-01 12:48:01
483.94 kB
Branch Seminar Presentation
Quality Outcome Achieved - Long Term Success Still Pending!
Author(s): Vincent Baldacchino
2008-10-01 12:44:23
1.00 MB
Branch Seminar Presentation
The Cobit Framework - What ITIL users should know
Author(s): Cyril Toman
2008-10-01 12:41:45
405.07 kB
Branch Seminar Presentation
Service & Infrastructure Management
Author(s): Sean Christensen
2008-10-01 12:39:18
400.05 kB
Branch Seminar Presentation
ITIL-ITSM (continued)
Author(s): Phil Watson
2008-10-01 12:36:20
716.97 kB
Branch Seminar Presentation
ITIL Change Management
Author(s): Steve Walsh
2008-10-01 12:26:07
329.97 kB
Branch Seminar Presentation
Business Service Management
Author(s): Julie Weber
2008-10-01 12:23:54
2.34 MB
Branch Seminar Presentation
Transcending IT with Service Level Management
Author(s): Bernie O'Dowd
2008-10-01 12:08:56
733.66 kB
Branch Seminar Presentation
Where is your Focus?
Author(s):
2008-10-01 12:06:13
1.33 MB
Branch Seminar Presentation
Getting ISO/IEC 20000 Certified: An Overview with Practical Realities on why it Matters!
Author(s): Bryan Shoe
2008-10-01 10:06:29
487.32 kB
Branch Seminar Presentation
Practical Approaches to Configuration and Capacity Management
Author(s):
2008-10-01 10:02:46
1.15 MB
Branch Seminar Presentation
Measuring Change Management Maturity
Implementing Change Management has many quickly visible benefits. However after implementation, how do organisations measure these benefits? How do they mature the process, to ensure it grows with their business needs? This presentation looks at some ideas for KPI’s on Change Management effectiveness, and how to measure them. It explores how organisations can drive continuous improvement of the Change Management process, with details from real experiences.
Author(s): Marie Weston, Business Process Architect, Mincom Managed Services
2008-10-01 09:55:30
1.34 MB
Branch Seminar Presentation
So What's in Your Service Catalogue and how did it get There?
Author(s): Peter Marshall
2008-10-01 09:49:04
933.17 kB
Branch Seminar Presentation
Use of IT Governance Frameworks at Energy Australia
Author(s): Richard Childs
2008-10-01 09:45:42
1.52 MB
Branch Seminar Presentation
Finding the Real Cause
Author(s): Miles Newman
2008-10-01 09:41:25
1.08 MB
Branch Seminar Presentation
You Won't be Able to do it!
Author(s): Robert de Beus
2008-10-01 09:39:20
1.24 MB
Branch Seminar Presentation
Capacity Planning Introduction
Author(s): Chris Jones
2008-10-01 09:36:45
1.18 MB
Branch Seminar Presentation
Practical Change Management Implementation
Author(s): Chris Mills-Vasas
2008-10-01 09:20:16
1.40 MB
Branch Seminar Presentation
The Lost World - Problem Management
Author(s): Karen Ferris
2008-10-01 09:17:07
2.05 MB
Branch Seminar Presentation
Multiple Points of Contact
Author(s): Andrew Friar
2008-10-01 09:14:32
367.82 kB
Branch Seminar Presentation
Succeeding with IT Consolidation
Author(s): John Kelly
2008-10-01 09:11:50
72.29 kB
Branch Seminar Presentation
Creating a Business Aligned Service Catalogue
Author(s):
2008-10-01 09:05:26
1.94 MB
Branch Seminar Presentation
How Problem Management has Evolved in DEWR
Author(s): Mark Haughey
2008-10-01 09:00:32
1.21 MB
Branch Seminar Presentation
Problem Management - Can it Make a Difference
Author(s): Karen Ferris
2008-10-01 08:57:43
1.33 MB
Branch Seminar Presentation
See the Bigger Picture ITIL V3
Author(s): Bob Philipson
2008-10-01 08:54:36
1.76 MB
Branch Seminar Presentation
ITIL Journey from go to Wow and Beyond
Author(s): Mark Haughey
2008-10-01 08:51:47
456.17 kB
Branch Seminar Presentation
Service Management Tools
Author(s): Jean de Villiers
2008-10-01 08:44:19
205.55 kB
Branch Seminar Presentation
Follow the Yellow Brick Road
Author(s): Jill Mancarella
2008-09-30 16:21:13
621.15 kB
Branch Seminar Presentation
Service Catalogues as an aid to ITSM Maturity
Bridget will explain how an actionable Service Catalogue will provide all those benefits that ITIL outlines, and will also get you moving on the journey to process maturity and sustainable business improvement.
Author(s): Bridget Bannear, Independant Consultant
2008-09-30 10:47:52
547.48 kB
Branch Seminar Presentation
Implementation of Enterprise Service Management - CSC Australia
Stephen Chessell will outline the path that CSC Australia has taken in implementing enterprise wide Service Management. With an investment of over $15 million spent to date, the project is evolving the entire organisation to align to an ITIL based model in order to provide best-in-class services. The program is establishing support structures, roles and processes and to leverage existing and new technologies to maximise the customer experience. The presentation will explore the background behind this large investment and explain some of the considerations, organisational successes, challenges and lessons learnt.
Author(s): Stephen Chessell, Process Deployment Manager, CSC Australia
2008-09-30 09:57:51
1.87 MB
Branch Seminar Presentation
Service Knowledge Management System: Fact or Fiction
Does a Service Knowledge Management System actually exist in real life, somewhere as “best practise” or is it simply “aspirational”? And what do the “big four” vendors do for an SKMS?
Author(s): Dean Toovey, Trainer/Consultant, ITILManagers.com
2008-09-23 16:53:10
444.24 kB
Branch Seminar Presentation
Queensland Health - The Journey
QLD Health started on the ITSM journey 8 years ago, and is slowly moving closer to consider itself a true Service Management Organisation. Jamie will share some of the triumphs and pitfalls encountered along the way (organisational change and tool choice).
Author(s): Jamie Miller, Manager, IM/ICT Service Management, Queensland Health
2008-09-23 16:51:01
91.28 kB
Branch Seminar Presentation
Service Monitoring from the Customer's Point of View
Overview of the approach and steps to implementing technology to provide an end-user point of view monitoring of services. Based on a real life proof of concept conducted with a client to demonstrate value and capability.
Author(s): Anita Biancotto, Principal Consultant & Director, Nobel Consulting Group & Peter Liakoureas, Technical Consultant, Nobel Consulting Group
2008-09-23 16:49:15
528.00 kB
Branch Seminar Presentation
Streamlining the Business of Cabinet
The business of SA Government’s Cabinet Office has long been handled in a manual paper-based format. The Electronic Cabinet Online (ECO) project was undertaken to provide efficiencies in handling and security over Cabinet documents and allow submissions to Cabinet undergo more consideration before decisions are made. This included improving the performance of Cabinet Office in delivering their services to both Cabinet and Agencies.
The project has shown how workflow systems can help improve business efficiency, improve service and provide greater visibility of issues and problems as they occur.
Author(s): Wayne Hogben, Senior Business Consultant, Brabham Consulting Pty Ltd
2008-09-23 16:41:15
795.00 kB
Branch Seminar Presentation
On Moving from Change Control to Change Management
The SA Water Corporation has the ambitious goal of becoming ISO20000 certified. After an extended period of bedding down a solid change control process within SA Water, the IS Group is implementing a broader change management process that includes a strategic change advisory board and a two year Forward Schedule of Change. This presentation will detail the journey the group undertook, what they expect to achieve in the future and some of the successes (and failures) along the way.
Author(s): Gavin Hedrick, Change, Assurance & Compliance Manager, SA Water Corporation
2008-09-23 16:32:50
5.83 MB
Branch Seminar Presentation
Competency Management
Author(s): Joshua Brusse
2008-09-22 15:42:08
13.04 MB
2008 itSMF National Conference Presentations
Using ISO/IEC 20000 even when you don't need certification
Author(s): Michael Davies, Principal Consultant, ProActive Services
2008-09-15 11:44:44
629.61 kB
Branch Seminar Presentation
Service Strategy - What is it and how does the book help?
Author(s): David Favelle, Consulting Director, Lucid IT
2008-09-15 11:43:42
1.12 MB
Branch Seminar Presentation
How to Achieve and Maintain buy-in Commitment and Support for BCP and DR Across Your Organisation
Author(s): Rinske Geerlings
2008-09-10 15:45:15
2.17 MB
2008 itSMF National Conference Presentations
Keynote Address Two
Author(s): Peter Hind
2008-09-10 15:37:07
1.96 MB
2008 itSMF National Conference Presentations
Keynote Address One
Author(s): Greg Farr
2008-09-10 15:33:08
576.40 kB
2008 itSMF National Conference Presentations
Why Service Level Agreements Fail. They don't, Service Level Managment Does!
Author(s): Karen Ferris
2008-09-10 15:23:53
2.61 MB
2008 itSMF National Conference Presentations
21 Secrets for Successful Self Service Request Fulfillment
Author(s): Rodrigo Flores
2008-09-08 15:58:48
2.00 MB
2008 itSMF National Conference Presentations
Managing IT to Maximise business Value...Going up a Gear on Governance
Author(s): Peter Harrison
2008-09-08 15:54:54
2.13 MB
2008 itSMF National Conference Presentations
Set the Direction for ITIL V3 and BPM with a Service Catalogue
Author(s): Bridget Wardlaw Bannear
2008-09-08 15:48:56
297.62 kB
2008 itSMF National Conference Presentations
The Issue That Really Matters - Customer Value! How Does ITIL V3 and Industrialisation Help?
Author(s): Paul McMaster
2008-09-08 15:45:04
1015.39 kB
2008 itSMF National Conference Presentations
Drive in Top Gear - Cool Wall Your Service Portfolio
Author(s): Annamarie Boddy
2008-09-08 15:28:53
2.04 MB
2008 itSMF National Conference Presentations
An Introduction to the Service Lifecycle
Author(s): Sean Christensen
2008-09-08 15:20:41
6.85 MB
2008 itSMF National Conference Presentations
ITSM Service Improvement at Defence Logistics System Sustainment
Author(s): Darryl Millington
2008-09-08 15:05:30
1.98 MB
2008 itSMF National Conference Presentations
CMMI Process Owners and ITIL Process Owner Combine to Deliver an Effective CSIP Program
Author(s): Wayne Scott
2008-09-08 15:00:36
1.46 MB
2008 itSMF National Conference Presentations
Business Relationship Management - Where Has it Gone?
Author(s): Michael Davies
2008-09-08 14:49:17
1.33 MB
2008 itSMF National Conference Presentations
Getting the Governance Right - The Critical Factor in Complex Service Delivery Environment
Author(s): Richard Palmer
2008-09-08 14:45:13
1004.34 kB
2008 itSMF National Conference Presentations
Using ITIL IM as a springboard to ITIL V3
Author(s): Michael Davies
2008-09-08 14:32:18
6.79 MB
2008 itSMF National Conference Presentations
Governance and Cobit
Author(s): Rob Stroud
2008-09-08 14:13:55
3.87 MB
2008 itSMF National Conference Presentations
Why Service Management Belongs to the CEO
Author(s): Ross McConnell
2008-09-04 16:11:46
1.81 MB
2008 itSMF National Conference Presentations
7 Secrets of a World Class S.E.R.V.I.C.E. Desk
Author(s): Brad Cork
2008-09-04 16:08:13
651.09 kB
2008 itSMF National Conference Presentations
Service Management - What is Your Next Move?
Author(s): Les Pall
2008-09-04 16:03:50
2.35 MB
2008 itSMF National Conference Presentations
Keynote Address Five
Author(s): Dave Cannon & Dave Wheeldon
2008-09-04 15:57:54
1.41 MB
2008 itSMF National Conference Presentations
Open Source Solutions for ITSM
Author(s): Timothy Currie
2008-09-04 15:48:32
1.61 MB
2008 itSMF National Conference Presentations
CMDB
Author(s): Brian Kerr
2008-09-04 15:09:57
2.20 MB
2008 itSMF National Conference Presentations
Putting 'U' and 'E' into the Service Catalog
Author(s): Bob Arthars
2008-09-04 14:49:28
2.69 MB
2008 itSMF National Conference Presentations
IT Service Catalogue - Cornerstone for ITIL Success
Author(s): Andrew Gilburne
2008-09-04 14:41:56
2.87 MB
2008 itSMF National Conference Presentations
Service Your Service Desk - A V3 Tune Up
Author(s): Simon Dorst
2008-09-04 14:26:48
3.32 MB
2008 itSMF National Conference Presentations
Case Study on IT Service/Process Improvement Initiatives at Thales Australia
Author(s): David Lloyd
2008-09-04 14:20:09
310.13 kB
2008 itSMF National Conference Presentations
Keynote Address Four
Author(s): Bryan Shoe
2008-09-04 14:13:22
2.19 MB
2008 itSMF National Conference Presentations
Keynote Address Three
Author(s): Kim Denham
2008-09-04 14:07:41
709.58 kB
2008 itSMF National Conference Presentations
Winning at Service Level Management, it's More than Just Getting the SLA Right
Author(s): Karen Ferris
2008-09-04 12:42:35
110.00 kB
2008 itSMF National Conference Presentations
Configuration Management within TOLL
Author(s): Steve Hambleton
2008-09-04 11:47:28
3.97 MB
2008 itSMF National Conference Presentations
A Case Study Successful Knowledge Management - AMP
Author(s): Paul Jay, Eileen Phu & James Souter
2008-09-04 09:59:00
20.52 MB
2008 itSMF National Conference Presentations
Achieving Effective Service Management in a Multi-Vendor Environment
Author(s): Kurt Weideling
2008-09-04 09:37:14
790.46 kB
2008 itSMF National Conference Presentations
The Forgotten Book is Back - (Managing Organisations Change)
Author(s): Joshua Brusse
2008-09-04 09:30:18
4.27 MB
2008 itSMF National Conference Presentations
Dot Your I's and Cross Your T's. Establish a Service Management Baseline with ISO/IEC 20000
Author(s): Michael Nyhuis
2008-09-03 16:43:57
3.07 MB
2008 itSMF National Conference Presentations
The Frankenstein's Monster Service Management Implementation
Author(s): Peter Doherty
2008-09-03 16:20:55
1.58 MB
2008 itSMF National Conference Presentations
Supercharge Your Process Engine
Author(s): Gregg Holden
2008-09-03 16:14:44
3.31 MB
2008 itSMF National Conference Presentations
Aligning IT and Business (A Methodology for Managing the Alignment)
Author(s): Adrian Heald
2008-09-03 16:07:13
2.27 MB
2008 itSMF National Conference Presentations
Gordon Ramsay - ITIL Guru
Author(s): Jeff Scotland
2008-09-03 15:55:47
1.01 MB
2008 itSMF National Conference Presentations
The Weakest Link?
Author(s): Stephen Miles
2008-09-03 15:44:53
2.85 MB
2008 itSMF National Conference Presentations
Rarely Seen Method to Translate Business Requirements into Service Desk Process Maps into Service Descriptions and Workload Predictions
Author(s): Martin Schroeder
2008-09-03 15:17:38
1.26 MB
2008 itSMF National Conference Presentations
Implementation of Enterprise Service Management
Author(s): Tom Tammark, Gregory Middleby-Clemments & Stephen Chessel
2008-09-03 15:04:17
2.29 MB
2008 itSMF National Conference Presentations
Customer Self Service with Service Desk
Author(s): Paul Paterson
2008-09-03 14:54:34
329.92 kB
2008 itSMF National Conference Presentations
IT Service Management: Best Practices
itSMF International have announced the publication of "IT Service Management: Global Best Practices", a unique compendium of over 40 papers written by industry thought leaders worldwide.
The 40+ papers and topics were selected from over 100 excellent submissions by an independent Editorial Board. The resulting reference guide delivers unprecedented practical value for IT Managers.
View a sample of the contents and first chapter.
Author(s):
2008-08-05 14:42:57
1.42 MB
Publications
Bulletin Winter (Conference) Issue 2008
- Full 2008 National Conference Program
- Research: Keep the Customers Satisfied
- Feature: Do all your Departments get on like a house on fire?
Author(s): itSMF Australia
2008-08-05 11:58:28
4.17 MB
Bulletin
Service Level Agreements
For many years, you have been courting a significant prospect, developing relationships with key stakeholders, slowly building up their knowledge of your company and the services you can provide. Finally, they go to tender and you have the chance to bid for their business...
Author(s): Brian McCarthy, Manager - Regional Managed Services
2008-07-30 13:09:22
37.49 kB
Case Studies & White Papers
How Service Management Software Solutions Enhance Outsourcing Relationships
When all the indicators on the outsourcing relationship performance dashboard are red, how can the parties confidently move forward together? Or what can a service provider do when, nearing contract renewal time, its client says it wants more visibility into the costs? When there's a conflict between a buyer and service provider, how can they get on the same page and ensure a fact-based approach to conflict resolution instead of emotional, subjective reports from managers or team leaders about what happened? And is there a way to track the "Wow Factor" in service delivery?
Outsourcing is, after all, a services business, and consumers of those services are now demanding of their existing and potential service providers answers to three questions:
1. What services are available?
2. How well are you doing at providing the service?
3. How much does the service actually cost?
“For the full story, visit Outsourcing Journal at http://www.outsourcing-journal.com/jun2008-digital.html?email010815"
Author(s): Kathleen Goolsby
2008-07-14 12:08:46
0 B
Case Studies & White Papers
An Introductory Overview of ITIL V3 (PDF)
itSMF UK, in association with the Best Management Practice Partnership, has published 'An Introductory Overview of ITIL V3'.
This handy, pocket-sized book describes the key principles of IT Service Management and provides a high-level overview of each of the core publications within ITIL V3. It also offers a process cross-reference and information on qualifications and ITIL-related standards - an ideal companion to the ITIL Service Lifecycle.
An Adobe PDF copy of this Overview Guide has been attached to this article.
Author(s): itSMF UK
2008-07-10 14:34:16
646.33 kB
Publications
Education Extra - July 2008
The First Skills Supplement to the Service Talk Journal
- Real life stories of Continual Professional Development
- ITSM Qualifications - Apart from ITIL, what else is out there?
- News from the itSMF UK Education Special Interest Group
Author(s): itSMF UK
2008-07-08 12:20:33
2.91 MB
News
Service Talk - July 2008
The Journal of the IT Service Management Forum
- Is ITIL Version 3 Connecting?
- Green IT Special: Make the Savings
- eTom to Join the ITIL Party?
- Software as a Service: Pros & Cons
Author(s): itSMF UK
2008-07-08 12:14:48
4.39 MB
News
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
Case Studies & White Papers
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
Case Studies & White Papers
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 Australia 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
88.03 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
Case Studies & White Papers
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