Virtualization and ITSM
Find out how desktop virtualization, mobility, SaaS, cloud computing, SOA, and other emerging infrastructure options align with and impact service management policies, processes, and procedures. Delve into the infrastructure implications on security, the service catalog, resource availability, capacity, and product lifecycle. Gain insights to help you assess your organizational readiness, manage the infrastructure migration, and adapt IT services accordingly.
Sessions:
The People Factor
IT relies on people for innovation, growth, customer satisfaction, and ongoing support. How do you educate, train, organize, and sustain your most valuable resources? Topics in this track include training, performance, customer/client satisfaction, collaboration, communication, organizational change, and continuous improvement.
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Business, Services, and IT Processes
Participants in this track will see how business-impact analysis, IT capacity, availability, demand, transition, and continuous improvement concepts impact business alignment, through process and service design. Sourcing and supplier management roll into the decision-making process too. part of the decision. Topics in this track also include where to look for improvement ideas, CSI and services/processes, design, transition, supplier management, and sourcing.
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Service Operations
Everything in IT infrastructure management is tied together by service and support operations. Follow this track to gain more insights into role monitoring and incident, problem, event, and request management. Learn how service desk operation, application, and infrastructure management play into the overall ITSM scheme. Other topics include event monitoring, managing request volume, availability, capacity, and related issues.
Sessions:
Service Catalog and Portfolio Management
Follow this track if you are developing a service catalog or portfolio, or trying to develop the relationship between business and IT strategy. You’ll gain insights into IT portfolio strategies and learn how to develop the service portfolio, create and maintain the service catalog, and use the catalog for service level and operating level agreements that support an end-to-end service management strategy.
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IT Governance and Security
Learn how IT governance helps manage risk and inspire confidence in the business that you serve. Assess the range of IT frameworks, such as ITIL, COBIT, Six Sigma, LEAN, and ISO/IEC 20000, and discover how you can adopt and blend them to optimize your service management program. Take a closer look at the risk management process, learn how to prioritize business demand into project work, and address the new security challenges presented by the proliferation of mobile devices and cloud computing. This track also includes sessions on business continuity, risk analysis and mitigation strategies, recovery methods, security, governance, and frameworks.
Sessions:
The Executive View
The strategic and business perspectives unique to CIO and senior business executives are in full view throughout this track. Examine strategies for long-term success, uncover the critical variables that will influence success, and set appropriate expectations for long-term benefits for the entire organization. How do you avoid the pitfalls, foster collaboration, and generate lasting organizational transformation? What is the ROI? This track complements the “Executive Connections” networking package to create a unique conference experience.
Sessions:
The Government View
This track explores all things ITSM in the government sector, from both the supplier and the government customer’s point of view. You’ll understand the distinctions between conformance and compliance, mission and business outcomes, and other nuances unique to the government. This track also addresses contract relationships, governance, and oversight. As a supplier, you’ll gain insight into the way the government applies ITSM and uncover the differences from business uses of ITSM. Learn how to apply ITSM principles throughout your organization to improve service responsiveness, control costs, and achieve compliance.
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The Beginner’s View
If you are new to IT service management, this is the track for you. The sessions in this track take the mystery out of ITIL, answering your planning questions and telling you what to look for, how to justify and organize, and how to get started on your ITSM journey. You will learn about the ITIL fundamentals, project initiation and management, business justification, roles and responsibilities, approaches for implementation, metrics for success, and training.
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