Conferences that solve current IT challenges

IT Service Management Strategies

Smith

Conference Chair: Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation

Strategies for adopting a comprehensive ITSM (IT Service Management) approach to create business value

November 19-20, 2014

9:00am-5:00pm

14 CPE / 1.4 CEU / CISSP / 14 PDU Credits Awarded

Conference location: Donald E. Stephens Convention Center Rosemont (O'Hare) Illinois

Need hotel accommodations?  CAMP IT has set up a room block for this conference.  Reserve your room here. Or call (847) 696-1234 and ask for the CAMP Conferences room block.

Conference Price: $769

Bios

Overview

As IT organizations strive to support business innovation, IT Service Management will take on a greater role to deliver higher quality business producing services

In this two day conference, attendees will be provided with a framework to deliver higher quality IT services.

What You Will Learn

In this two day conference attendees will learn:

  • How to Implement a Service Management Office

  • Change Management & Successful ITSM Initiatives

  • How to Drive Business Transformation with ITIL and ITSM

  • Service Desk & Operational Excellence: Enabling Support Teams to Exceed Business Expectations

  • Problem Management – How to Reduce Problems/Incidents to the Business

  • How to Strengthen the Relationship Between Service Management and the Business (panel discussion)

  • ITIL and the Future State – How V3 Has Reshaped This Space

  • Technologies, Tools and Frameworks: Developing the Right Process

  • Problem Management for Production Stability

  • Building the Bond Between ITSM and Security

  • Changing Workforce: How to Hire for the Future

  • How to Balance Cost vs. Quality in Service Management

  • Capacity Management: How to Make Sure that IT Capacity Meets Current and Future Requirements

  • How to Drive Business Success with Service Management

  • DevOps: Integrating ITSM, Lean and Agile

  • How to Insure Your Service Program is Still Relevant



Early Confirmed Speakers:

Cathy A. Kirch, ITSM Consultant, Allstate

Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation

Ram Narain, Director PMO, Anixter

Rick Kickert, Sr. Manager of Infrastructure Planning Services, Health Care Service Corporation (HCSC)

Ben Davies, Senior IT Business Consultant, Health Care Service Corporation (HCSC)

Roberto Padilla, Former SVP OPS/ITSM, Northern Trust

Tammy Whited, Head of Service Management Office, OCIO, Fermilab

Chris Bickford, Change Management Manager, Health Care Service Corporation

Joe Kocinski, Data Center Services Manager, Ace Hardware Corporation

Darin Ohde, Director, Business Technology, Great America Financial Services

Robert Giddens, Former Director of IT, Village of Buffalo Grove





 





Conference Schedule*

*Subject to Change

  Day1 Day2
  Track A Track B
9:00-10:00am How to Implement a Service Management Office
Cathy A. Kirch, ITSM Consultant, Allstate
Key Lessons Learned from implementing an ITSM Framework
Ram Narain, Director PMO, Anixter
Capacity Management: How to Make Sure that IT Capacity Meets Current and Future Requirements
Rick Kickert, Sr. Manager of Infrastructure Planning Services, Health Care Service Corporation (HCSC)
Ben Davies, Senior IT Business Consultant, Health Care Service Corporation (HCSC)
10:00-10:30am Refreshment Break Networking Break
10:30-11:30am How IT Can Deliver Business Value Through an IT Service Management Transformation
Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation
Technologies, Tools and Frameworks: Developing the Right Process
Andrew Harsch, Director of Portfolio Marketing, Unisys
Subhra Sankar De, Unisys
Is Cloud or On-Premise Right for my Organization
Kevin J. Smith, Vice President and GM Cloud Business Unit, FrontRange Solutions
11:30am-12:30pm Service Desk & Operational Excellence: Enabling Support Teams to Exceed Business Expectations
Annur Sumar, Regional Solutions Director / Architect, Concurrency
Problem Management for Production Stability
Roberto Padilla, Former SVP OPS/ITSM, Northern Trust
Business Relationship Management - The Bridge Between IT, Science and the Business
Tammy Whited, Head of Service Management Office, OCIO, Fermilab
12:30-1:30pm Lunch Lunch
1:30-2:30pm Metrics That Matter: Focusing On Key Metrics For An Efficient Service Desk With Happy Users
Alan Berkson, Director of Community Outreach, Freshdesk
ITSM & Change Management
Chris Bickford, Change Management Manager, Health Care Service Corporation
DevOps: Integrating ITSM, Lean and Agile  
Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant
2:30-3:00pm Refreshment Break Networking Break
3:00-4:00pm Problem Management – How to Reduce Problems/Incidents to the Business
Louis Donofrio, Vice President, Product Management, RES Software
Group Workshop
Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation
Group Workshop
Alan Berkson, Director of Community Outreach, Freshdesk
4:00-5:00pm How to Strengthen the Relationship Between Service Management and the Business (panel discussion)
Moderator:
David Klauser, RSM, RES Software
Panelist:
Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation
Joe Kocinski, Data Center Services Manager, Ace Hardware Corporation
Darin Ohde, Director, Business Technology, Great America Financial Services
Robert Giddens, Former Director of IT, Village of Buffalo Grove
Open Networking

 

Conference Program Details

 

Day 1: November 19th

8:00am - 9:00am - Registration and Continental Breakfast

Kirch

9:00am-10:00am

How to Implement a Service Management Office

Cathy A. Kirch, ITSM Consultant, Allstate

IT Service Management may have taken root in the United States 10 years ago, but that’s no guarantee that ITSM efforts have been fully cemented within your organization’s culture. Do you have processes that slide backwards after they have been implemented? Have you considered formalizing a Service Management Office to facilitate continual improvement? Not sure where to start? Join Cathy in this case study and hear:

  • What an IT Service Management Office is

  • Things to consider when creating an IT Service Management office

  • Advice on engaging C level involvement

  • The internal value to IT

  • The Business Value of a Service Management Office and

  • Practical suggestion for moving forward with this approach





10:00am -10:30am - Refreshment Break

Smith

10:30am-11:30am

How IT Can Deliver Business Value Through an IT Service Management Transformation

Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation

Participants in this session will learn how to identify incremental, measurable and sustainable business benefits through the implementation of a Configuration Management System (CMS). Douglas will reveal to you how Health Care Service Corporation (HCSC) is delivering value by evolving its approach toward Service Asset and Configuration Management (SACM). Leveraging multiple vendor technologies in an integrated manner, HCSC’s IT organization is delivering business value, stakeholder by stakeholder, by focusing on what matters most – its customers. This session will provide guidance for how to assess the genuine worth of SACM and the CMS within large organizations and to target the resulting implementation. Douglas will share how real world challenges and setbacks were overcome or are being addressed, as part of HSCS’s journey to build a CMS and to achieve SACM program maturity. Finally, Douglas will show how HSCS’s CMS is proving value at every step, whether supporting a data center build out to improve transaction processing, a disaster recovery and business continuity initiative or key ITSM processes to enable improved service quality, decrease optional costs and enable regulatory compliance.








 

Sumar

11:30am-12:30pm

Service Desk & Operational Excellence: Enabling Support Teams to Exceed Business Expectations

Annur Sumar, Regional Solutions Director / Architect, Concurrency

Ensuring service desk excellence starts with a broad customer and user-centered approach with the goal of providing the user with an informed single point of contact for all IT requirements. Based on this a service desk seeks to facilitate the integration of business processes into the service management infrastructure. In addition to this actively monitoring and owning Incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing. With all this work happening, where should a service desk start to improve? How can they work to improve internally as well as externally for the business?

In this session, attendees will learn how to design/refine their service desk to exceed the expectations of the business.








12:30pm - 1:30pm Luncheon

Berkson

1:30pm-2:30pm

Metrics That Matter: Focusing On Key Metrics For An Efficient Service Desk With Happy Users

Alan Berkson, Director of Community Outreach, Freshdesk

There are 100’s of vanity metrics, buzzwords and KPI’s. However, KPI’s are only valuable if they can provide insight and drive improved execution and satisfaction. IT departments are always constrained by costs and and a constant struggle with balancing urgency and importance in incidents and service requests. At the same time expectations are high and priorities are often not clearly defined or dynamically changed. We’ll take a practical approach to understanding a few key metrics to improve service desk efficiency and improve end user satisfaction. Metrics need to be used not only to improve service levels but effectively communicate ROI for the service desk. In this session we will highlight:

  • Understanding IT Service Desk load and identifying opportunities reduce it

  • Analyzing service levels and identifying opportunities to improve them

  • Defining SLA's for quality service and bridging the gap between expectations and capabilities for higher satisfaction

  • Keeping management informed with reports that inform, on metrics that matter







2:30pm - 3:00pm - Refreshment Break

Donofrio

3:00pm-4:00pm

Problem Management – How to Reduce Problems/Incidents to the Business

Louis Donofrio, Vice President, Product Management, RES Software

With an IT Store driven by an Automation engine, your users and the business will be given what they expect and want: an easy to use, self-service portal where they can interact with IT without delay. This gives IT the capabilities to deliver services when needed and without manual intervention. IT can now respond to requests 24/7 and service delivery is instant. IT can quickly move from manual, repetitive and risky IT changes to automatic, secure and reliable run books. This enables IT to speak with the business on the right terms – as a strategic service provider.

Join Lou for this presentation to:

  • Understand the Problems facing IT and the User today

  • Learn how an IT Store can address user needs

  • See how automation, self-service and context awareness are keys to reducing Service Desk tickets

  • View a Demonstration of an IT Store using Automation for On-boarding, Password reset, and Mobile Device Management.




4:00pm-5:00pm

Klauser

Smith

Kocinski

Ohde

Giddens

How to Strengthen the Relationship Between Service Management and the Business (panel discussion)

Moderator:
David Klauser, RSM, RES Software
Panelist:
Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation
Joe Kocinski, Data Center Services Manager, Ace Hardware Corporation
Darin Ohde, Director, Business Technology, Great America Financial Services
Robert Giddens, Former Director of IT, Village of Buffalo Grove
and other professionals from IT departments sharing lessons learned

In this session attendees will learn proven techniques for managing their IT portfolios and pitfalls to avoid.

















Day 2: November 20th: Break Out Sessions with Facilitators

 

Day 2 will have two concurrent sessions running in separate rooms.


Session A Session B
9:00-10:00am Implementation Lessons Learned: ITSM and Global Service Desk Strategy Rollout
Ram Narain, Director PMO, Anixter
Capacity Management: How to Make Sure that IT Capacity Meets Current and Future Requirements
Rick Kickert, Sr. Manager of Infrastructure Planning Services, Health Care Service Corporation (HCSC)
Ben Davies, Senior IT Business Consultant, Health Care Service Corporation (HCSC)
10:00-10:30am Refreshment Break
10:30-11:30am Technologies, Tools and Frameworks: Developing the Right Process
Andrew Harsch, Director of Portfolio Marketing, Unisys
Subhra Sankar De, Unisys
Is Cloud or On-Premise Right for my Organization
Kevin J. Smith, Vice President and GM Cloud Business Unit, FrontRange Solutions
11:30am-12:30pm Problem Management for Production Stability
Roberto Padilla, Former SVP OPS/ITSM, Northern Trust
Business Relationship Management - The Bridge Between IT, Science and the Business
Tammy Whited, Head of Service Management Office, OCIO, Fermilab
12:30-1:30pm Lunch
1:30-2:30pm ITSM & Change Management
Chris Bickford, Change Management Manager, Health Care Service Corporation
DevOps: Integrating ITSM, Lean and Agile
Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant
2:30-3:00pm Refreshment Break
3:00-4:00pm Group Workshop
Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation
Group Workshop
Alan Berkson, Director of Community Outreach, Freshdesk
4:00-5:00pm Open Networking

 

8:00am - 9:00am - Registration and Continental Breakfast

9:00am-10:00am A

 

Implementation Lessons Learned: ITSM and Global Service Desk Strategy Rollout

Ram Narain, Director PMO, Anixter

The scope of developing and implementing an ITIL Framework for a large Fortune 500 company involved multiple facets. These included development of the ITIL Roadmap by aligning to Business Objectives, defining scope of implementation, organizational change management, Tool/System Integrator Selection and finally execution of a phased implementation. Effective program management and delivery included ensuring the right governance structure, organizational readiness and putting together the right execution team. This will cover key lessons learned in how to work with the business to develop the ITIL Roadmap; how to select the tool/integrator; strategies on how to develop the program plan; how to setup the governance structure and finally how to demonstrate measurable business benefits from the implementation.








9:00am-10:00am B

Kickert

Davies

Capacity Management: How to Make Sure that IT Capacity Meets Current and Future Requirements

Rick Kickert, Sr. Manager of Infrastructure Planning Services, Health Care Service Corporation (HCSC)
Ben Davies, Senior IT Business Consultant, Health Care Service Corporation (HCSC)

In today's competitive market, optimal delivery of service is key. Rick will discuss some of the maturity steps that are important to Capacity Planning and Forecasting. Discussing the key inputs to ensure appropriate capacity matches your upcoming demand. In addition, reviewing principals and implementation tactics to include cost visibility to a variety of IT services.







10:00am -10:30am - Refreshment Break

Harsch

De

10:30am-11:30am A

Technologies, Tools and Frameworks: Developing the Right Process

Andrew Harsch, Director of Portfolio Marketing, Unisys
Subhra Sankar De, EDGE Service Management Architect, Unisys











10:30am-11:30am B

Smith

Is Cloud or On-Premise Right for my Organization

Kevin J. Smith, Vice President and GM Cloud Business Unit, FrontRange Solutions













11:30am-12:30pm A

Padilla

Problem Management:  How to Reduce Problems/Incidents to the Business

Roberto Padilla, Former SVP OPS/ITSM, Northern Trust

Today’s enterprise needs an actionable strategy to reducing business disruption and reputational harm by abating technology problems. The Process responsible for managing the lifecycle of all problems is Problem Management. Its primary objective is to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented. Improving production stability through problem management and abating business disruptions.

This presentation will highlight the importance of Problem Management on the business and the transformational impact to an organization’s IT.

At the end of this presentation, you will have an understanding of:

  • Value of Problem Management

  • Why invest in Problem Management

  • What are Problem Management Components

  • Production Stability through Problem Management

  • Expense saving through Problem Management







11:30am-12:30pm B

Whited

Business Relationship Management - The Bridge Between IT, Science and the Business

Tammy Whited, Head of Service Management Office, OCIO, Fermilab

Do you have Business Relationship Management as part of your Service Management program? Trying to determine how this function may help your organization? In this session you will learn how Business Relationship Management fits and why it’s important to Service Management. We will dive into how Fermilab has implemented BRM and how it is helping the business of Science.

 

12:30pm - 1:30pm Luncheon

1:30pm-2:30pm A

Bickford

ITSM & Change Management

Chris Bickford, Change Management Manager, Health Care Service Corporation 

When starting a process and quality improvement program, Change Management is often one of the first disciplines that is implemented. This often leaves the Change Manager in the position of not knowing what a successful ITIL implementation looks like and unsure of how to perform it.

While Organizational Change is never simple, this presentation seeks to provide some direction on how to start on the journey to a mature, robust Change Management process.




1:30pm-2:30pm B

DuMoulin

DevOps: Integrating ITSM, Lean and Agile

Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant

For decades IT has had a split and dualistic personality. On the one hand, Development groups have been charged with enabling business goals by focusing on innovation and creating new solutions at the speed of need. On the other hand, IT Operations has been charged with making sure that the production environment is rock solid with everything under their control being: reliable, stable, secure and tuned to maximum performance. However, IT Governance describes both goals as the basis of Customer Value realization!

Each group has chosen their preferred frameworks, such as Agile and ITIL, but often uses them as weapons rather than for their intended purpose. No one will ever “win” this epic struggle, so it’s time to change from conflict to collaboration.

In this session Troy DuMoulin will look at how Lean IT can be leveraged to deliver the objectives of both DevOps and ITSM to achieve this seemingly daunting task.








2:30pm - 3:00pm - Refreshment Break

Smith

 

3:00pm-4:00pm A

Group Workshop

Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation









3:00pm-4:00pm B

Berkson

Group Workshop

Alan Berkson, Director of Community Outreach, Freshdesk










4:00pm-5:00pm  

Open Networking

 

 

 


 Conference Price: $769

Register

Each attendee will receive a certificate awarding 14 CPE credits for CISSP continuing education, in addition to 1.4 CEUs and 14 PDUs. CISSP is a registered certification mark of (ISC)², Inc.

 

Exhibits

 

As is always the case at CAMP IT Conferences events, the talks will not include product presentations.  During the continental breakfast, coffee breaks, and the luncheon break you will have the opportunity to informally meet representatives from the following sponsoring companies, who have solutions in the area of the conference.