Conferences that solve current IT challenges

IT Service Management

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

Smith

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

May 6-7, 2015

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

Conference Price: Early Bird rate is $749.00 per person if registered on or before April 15, 2015; $799 after April 15, 2015

To reserve a hotel room at the Hyatt Regency O'Hare with a pre-negotiated, discounted rate, please  click here.

Register

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.

Topics That Will Be Covered

Here are just some of the topics that will be covered during this two day Portfolio Management conference:

  • How to Implement a Service Level 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

Conference Schedule*

*Subject to change

  Day1 Day2

 

  Track A Track B
9:00-10:00am ITSM Excellence: Leading and Managing Change
Cathy A. Kirch, ITSM Consultant, Allstate
Group Workshop: ITSM and Cloud – Steps to Prepare and Migrate Group Workshop: How does ITSM Support the Shared Services Business Model
10:00-10:30am Refreshment Break Networking Break
10:30-11:30am A New Model for Sustainable Service Management
David Mainville, CEO and Co-founder, Navvia
ITSM: Going From 0 to 100 with No Seat Belt On
Ahmed Issawi, IT Support Area Lead, Michigan State University
Service Desk- Title: At the Service Desk 'Good Enough' Isn't Nearly Enough
Julie Lemke
Manager, Incident Operations
Health Care Service Corporation
11:30am-12:30pm Problem/Incident Management Strategies
Thomas Grimm, Director, Enterprise Service Management, En Pointe Technologies
Defining and Refining Processes to Collect IT Asset Data
Rodney G. Penny, Manager, IT Asset Management, Health Care Service Corporation
How to Leverage PM Best Practices to Achieve Successful ITSM Outcomes
Ram Narain, Director - Program Management Office, Anixter Inc.
12:30-1:30pm Lunch Lunch
1:30-2:30pm Shadow IT/Consumerization of IT - Accepting Reality & Managing Control
Alan Berkson, Director of Community, Freshdesk
Not Your Standard Change Management Title "We Don't Need No Revolution"
Manoj M. Bidnurkar,
Sr. Manager Application, Health Care Service Corporation
DevOps: Integrating ITSM, Lean and Agile
2:30-3:00pm Refreshment Break Networking Break
3:00-4:00pm ITIL Release and Deployment Management Recap & Closing: Future of IT Service Management
Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation
4:00-5:00pm How to Strengthen the Relationship Between Service Management and the Business (panel discussion)
Panelists will include professionals from IT Departments
Open Networking

Speakers will include professionals from IT departments sharing strategies, tactics and lessons learned!

 

Conference Program Details

Day 1:  May 6th

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

Kirch

9:00am-10:00am

ITSM Excellence: Leading and Managing Change

Cathy A. Kirch, ITSM Consultant, Allstate

IT Service Management is a capability that requires organizational growth and change. The effort centers around people, process and technology while moving a company forward through organizational change. In this session join Cathy, an industry leader in technology and service management while she covers keys to leading and managing institutional change. Cathy will discuss roles and characteristics that are needed to make your journey a success as well as key focus areas that will help you be successful such as your goals, targets, team motivation, team chemistry, metrics and audits.









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

10:30am-11:30am

Mainville

A New Model for Sustainable Service Management

David Mainville, CEO and Co-founder, Navvia

70% of what makes a “successful process” happens outside of your ITSM tool. So why is it we still let tool decisions drive our ITSM program. We need to get off the treadmill of failed “lift & shift” or “out of the box” tool implementations and focus on what really delivers value in a Service Management program. It goes without saying that we need good tools to help automate and track the sheer volume of incidents, changes or service requests in the organization. But tools alone do not equate to good Service Management. What often gets left out of the equation is the 70% the hard work. In this presentation we will discuss a new model for service management, one that recognizes that there are multiple factors to embedding service management into your organization.






 

 

11:30am-12:30pm

Problem/Incident Management Strategies

Thomas Grimm, Director, Enterprise Service Management, En Pointe Technologies









12:30pm - 1:30pm Luncheon

Berkson

1:30pm-2:30pm

Shadow IT/Consumerization of IT - Accepting Reality & Managing Control

Alan Berkson, Director of Community, Freshdesk

In this session attendees will learn effective strategies for collecting and managing information about an a business or organization’s systems management, network management, and storage management and the related cost to maintain.








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

 

3:00pm-4:00pm

ITIL Release and Deployment Management

 










4:00pm-5:00pm

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










Day 2: May 6th: Break Out Sessions with Facilitators

 

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


Track A Track B
9:00-10:00am Group Workshop: ITSM and Cloud – Steps to Prepare and Migrate Group Workshop: How does ITSM Support the Shared Services Business Model
10:00-10:30am Refreshment Break
10:30-11:30am ITSM: Going From 0 to 100 with No Seat Belt On
Ahmed Issawi, IT Support Area Lead, Michigan State University
Service Desk- Title: At the Service Desk 'Good Enough' Isn't Nearly Enough
Julie Lemke Manager, Incident Operations, Health Care Service Corporation
11:30am-12:30pm Defining and Refining Processes to Collect IT Asset Data
Rodney G. Penny, Manager, IT Asset Management, Health Care Service Corporation
How to Leverage PM Best Practices to Achieve Successful ITSM Outcomes
Ram Narain, Director - Program Management Office, Anixter Inc.
12:30-1:30pm Lunch
1:30-2:30pm Not Your Standard Change Management Title "We Don't Need No Revolution"
Manoj M. Bidnurkar, Sr. Manager Application, Health Care Service Corporation
DevOps: Integrating ITSM, Lean and Agile
2:30-3:00pm Refreshment Break
3:00-4:00pm Recap & Closing: Future of IT Service Management
Douglas A. Smith, Manager, Configuration Management, Health Care Service Corporation
4:00-5:00pm Open Networking

 

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

9:00am-10:00am A

 

Group Workshop: ITSM and Cloud – Steps to Prepare and Migrate

 











9:00am-10:00am B

 

Group Workshop: How does ITSM Support the Shared Services Business Model

 











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

 

10:30am-11:30am A

ITSM: Going From 0 to 100 with No Seat Belt On

Ahmed Issawi, IT Support Area Lead, Michigan State University

We will look at the struggles and successes of a higher education Central Support Desk, going from no ITIL foundation to implementing a ITSM application. After years of starting and stalling with little support from senior leadership to having a major push from a new ITSM believing CIO. Changing the culture from using pen and paper to using Request, Incident and Problem Management while breaking barriers of resistance with second level teams who wanted more of the same and less responsibility.











10:30am-11:30am B

 

Service Desk- Title: At the Service Desk 'Good Enough' Isn't Nearly Enough

Julie Lemke Manager, Incident Operations, Health Care Service Corporation











11:30am-12:30pm A

 

Defining and Refining Processes to Collect IT Asset Data

Rodney G. Penny, Manager, IT Asset Management, Health Care Service Corporation












11:30am-12:30pm B

 

How to Leverage PM Best Practices to Achieve Successful ITSM Outcomes

Ram Narain, Director - Program Management Office, Anixter Inc.












12:30pm - 1:30pm Luncheon

1:30pm-2:30pm A

 

Not Your Standard Change Management Title "We Don't Need No Revolution"

Manoj M. Bidnurkar, Sr. Manager Application, Health Care Service Corporation










1:30pm-2:30pm B

 

DevOps: Integrating ITSM, Lean and Agile

 











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

Smith

3:00pm-4:00pm

Recap & Closing: Future of IT Service Management

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












4:00pm-5:00pm

Open Networking


 

 


Conference Price: Early Bird rate is $749.00 per person if registered on or before April 15, 2015; $799 after April 15, 2015

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.