Evaluating your IT services in business terms influences everything from how you prioritize resources to how you justify projects and staffing levels. Service management strategies are helping companies find efficiencies that save both time and money—even in seemingly streamlined organizations. At this convention, you'll sort through best practices and select solutions and tools that will help your organization eke out a competitive advantage.
Nine Tracks Covering Today's Most Relevant Topics
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 life cycle. Gain insight to assess your organizational readiness as these options proliferate the enterprise, manage the infrastructure migration, and adapt IT services accordingly.
The People Factor
IT relies on people for innovation, growth, customer satisfaction, and on-going support. How do you educate, train, organize, and sustain your most valuable resources within ITSM? Topics on this track include training, performance, customer/client satisfaction, collaboration, communication, organizational change, and continuous improvement.
Business, Services, and IT Process
Participants in this track will see how business impact analysis, capacity, availability, demand, transition, and continuous improvement concepts impact business alignment, through process and service design. Sourcing and Supplier Management are part of the decision. Topics that will be discussed: Business Impact Analysis, IT Capability/Capacity/Availability, Business Alignment, Where to look for Improvement Ideas, CSI and Services/Processes, Design, Transition, Supplier Management, Sourcing Options.
Everything in IT infrastructure management comes together with service and support operations. Join this track to gain more insight around role monitoring, incident, problem, event, and request management. Delve into 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.
Service Catalog and Portfolio Management
Take this track if you are developing a service catalog, portfolio or trying to develop the relationship between business and IT strategy. You’ll gain insight into IT portfolio strategies, how to develop the service portfolio, create and maintain the service catalog, and use the catalog for service level and operating level agreements for an end-to-end service management strategy.
IT Governance and Security
Learn how IT governance helps manage risk and create confidence from the business that you serve. Assess the range of IT frameworks, such as ITIL, COBIT, Six Sigma, LEAN, and ISO/IEC 20000 and how you can adopt and blend them to optimize your service management program. Look more closely at the risk management process how to prioritize business demand into project work, and address the new security challenges presented through the proliferation of mobile devices and cloud computing. This track includes topics such as business continuity, risk analysis and mitigation strategies, recovery methods, security, governance, and frameworks.
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 across the 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 that will create an enlightening conference an enlightening experience.
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 government perspectives. This track also addresses contract relationships, governance, and oversight. As a supplier, you’ll gain insight in the way the government applies ITSM and uncover the differences from business uses of ITSM? As a government practitioner, you’ll gain greater clarity on how to apply ITSM principles throughout your organization to gain improved service responsiveness, greater cost controls, and achieve compliance.
The Beginner’s View
If you are new to IT service management, this is the track for you. This track will take the mystery out of ITIL, answer questions about where to begin planning, what to look for and how to justify and organize and how to get started with your ITSM journey. You will learn the ITIL fundamentals, guidelines for project initiation and management, business justification, roles and responsibilities, approaches for implementation, metrics for success, and training.