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Day One, Tuesday 5 June 2007, Morning Session
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| 08.30 | Registration and welcome coffee
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| 09.00 | Opening remarks from the chair
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| | Rick Joslin, Executive director of Training, H D I Global U S A
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| 09.10 | Keynote address
Organising for excellence: aligning your IT service strategy with business objectives
- Strategies to building an award winning service
management department
- Creating a service management culture which is
responsive to change
- Improving the quality of service delivery whilst minimising
capital expenditure
Victoria’s State Revenue Office has become the first government agency in the world to gain IT Infrastructure Library (ITIL) certification for technology services. |
| | Paul Broderick, Chief Executive Officer and Commissioner, State Revenue Office, V I C
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| 09.35 | Keynote address
What’s culture got to do with it?
This session will draw on research by cultural experts and cultural anthropologists to help you differentiate between a ‘rules based’ culture and a ‘relationship based’ culture, and the profound implications for people, process, and technology in a service environment.
- Differences between a rules-based and a relationship-based
culture
- Cultural dimensions and how some societies fall along
those dimensions
- Implications on SLAs and OLAs as you implement them
across cultures |
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| 10.20 | Keynote address
Implementing ICT governance and driving organisational
growth
- Business drivers, risks and critical issues
- The scope of the solution framework
- ICT governance processes, ITSM processes, implementation strategy and conditions for success
- Implementation traps you need to avoid
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| 10.50 | Morning coffee
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| 11.20 | Technical Support - Are breakthroughs possible?
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| Attend one of the following streams |
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Stream One - Executive Zone
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| 11.40 | Successfully implementing and executing a strategy in your organisation using the Balanced Scorecard
- Strategically managing your service and support function
- A typical strategy map
- Clarity, focus, speed and agility the Balanced Scorecard can bring to your organisation
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| 12.20 | Empowerment and leadership: aligning your help desk with business
- Consolidating, reengineering, downsizing to reduce costs
– how does the help desk improve service levels
- Challenges to providing a truly business focused support
- Accomplishing greater productivity through teaming and empowerment
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| 13.00 | Lunch: Sponsored by Infra
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Stream Two - People Zone
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| 11.40 | Consolidating support services to improve customer service and help desk support
- Extending support services
- The benefits that accrue from having a consolidated support, incident management
- Implementing the ITIL framework
- Effective channel management
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| 12.20 | “Managing a career” for your team
- A win/win for both the organisation and the employee
- Better job fit, more productivity with satisfied and proactive employees making the most of every situation
- Career coaching
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| 13.00 | Lunch: Sponsorde by Infra
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Stream Three - Technology Zone
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| 11.50 | Service level management – extending beyond traditional IT services
- Roadmaps and key considerations for integrating service management
- Encompassing traditional and evolving expectations from the new age service desk
- Infrastructure challenges
- Getting buy-in from senior management
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| 12.30 | Integrating ITIL principles to effect change in help desk customer service
- Leveraging ITIL to take your help desk capability to the next level
- Using ITIL best practices to improve customer satisfaction
- Reducing the cost of service support
- Ensuring your service desk delivers measurable and achievable outcomes
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| 13.00 | Lunch: sponsored by Infra
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Day One, Tuesday 5 June 2007, Afternoon Session
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| 14.00 | Sponsor presentation: Karie James, Global Product Manager, Infra
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| 14.10 | Keynote address
Assuring quality in the help desk’s only product: knowledge
- Moving beyond focusing on quality of interaction and quality of information captured in incident records
- Real emphasis – service provided or product produced
- Overview of the structure necessary to provide a knowledge monitoring process
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| | Rick Joslin, Executive director of Training, H D I Global U S A
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| 14.40 | Speed networking. Bring 300+ business cards.
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| 15.30 | Afternoon tea
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| 16.00 | Leaders vs. managers
- How can you lead and motivate your employees to greatness
- Rethinking your role as a manager
- Leading by example
- Proactive vs. reactive leadership
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| | Mark McCrindle, Director of Information Technology, Australian Leadership Foundation
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| 16.30 | “Live it Up”
Presentation & Wrap-up by Nils Vesk , Author of the best selling lifestyle book ‘Life’s Little Toolbox’
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| 17.10 | Closing remarks from the chair and close of conference day
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| 18.00 | Networking party
Viva Las Vegas Cocktail Function at 36 Degree Bar, Star City |
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Day Two, Wednesday 6 June 2007, Morning Session
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| 08.30 | Welcome coffee
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| 09.00 | Opening remarks from the chair
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| 09.10 | Keynote address
Best practice service management
- The imperative for government to deliver best practice service management
- Going from acceptable service to awesome and outstanding service
- IT leadership: the ability to respond to change, implement major projects and lead strategically
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| 09.40 | CIO panel discussion
A leader’s challenge: change management
Change is constant; however its frequency is exponential. If a manager knows when and how change is going to happen, they could manage it better. However, more often than not, most managers are often only reacting to change. So, what are they managing? Obviously, the reaction of their workforce to the change. This session examines how leaders can effectively manage change. |
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| 10.20 | Keynote address
Developing effective solutions to ensure rapid process improvement
- Implementing the best tools for an efficient integrated help desk
- Measuring what’s important to the business
- Achieving efficiency for an integrated service desk
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| 10.50 | Morning coffee
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| Attend one of the following streams |
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Stream One - Executive Zone
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| 11.20 | Improving incident and problem management
- How can your organisation improve incident and problem management
- Improving service levels, reducing support costs and lowering incident resolution times
- Leveraging ITIL to improve service quality, achieving cost efficiency and aligning business and IT
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| | Brad Cork, Managing Director, Improving People
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| 12.00 | Finding creative ways to improve IT and help desk services
- Finding creative ways to improve IT and help desk services
- Identifying critical areas of weakness within the support environment
- Practical improvement strategies
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| | Paul Cutbush, Chief Executive Officer, Montpelier Business Solutions
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Stream Two - People Zone
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| 11.20 | Selecting a new service desk call logging tool – pit-falls and opportunities
- What to consider
- How can you justify the organisation spending the money?
- Customer interaction with your new tool
- Cost, resources, training
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| | Chris Balis, IT Service Desk Manager, Toll Information Technology
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| 12.00 | HR Help Desk as a barometer of the efficiency and accuracy of HR business process
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| | Phil Walker, Director, PMKeys Customer Service Centre, Department of Defence
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Stream Three - Technology Zone
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| 11.20 | The mobile edge: emerging threats and solutions
- Data leakage
- Targeted attacks
- Developing policies and enforcing policies
- New innovations and direction
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| 12.00 | Leveraging ITIL to turn your help desk into a service desk
- Why ITIL? Understanding ITIL best practices
- Why does it work and what part does the service dsk play
- How should you start an ITIL initiative
- Doing it touch – the leadership role
- Vendor management
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| | Greg Murray, Service Desk Manager, Department of Education N S W
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Day Two, Wednesday 6 June 2007, Afternoon Session
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| 12.40 | Lunch
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| 13.50 | Integrating emotional intelligence into your support centre
- What is emotional intelligence?
- Improving your emotional intelligence and that of your support centre
- Integrating emotional intelligence into your support centre
- Management techniques to successfully manage emotions in common situations
- Increasing your teams EQ and its effectiveness
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| | Sue Langley, Principal, Emotional Intelligence Worldwide
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| 14.20 | Executive panel discussion
Optimising your help desk: the vital role of configuration management
- How configuration management can help raise help desk efficiency
- Maintaining customer satisfaction and resolving problems effectively
- Importance of ready access to accurate and current configuration data about status, network connection and location of users’ PCs
- Populating configuration database through configuration management software
- Improving help desk efficiencies and supporting ITIL processes in configuration management
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| 15.00 | Roundtable sessions
- Implementing an integrated and automated change
management and configuration management strategy
across IT
Chris Mills-Vasas, Service Manager and Change Manager,
Deloitte Touché Tomatsu
- Applying COBIT with ITIL and process guidelines to drive
governance excellence
Matt Campbell, Operations Manager, CITEC
- Lessons on leadership – developing solid leadership
expertise
Brad Cork, Former IS Operations Manager, GrainCorp
- Delivering the biggest ROI for your organisation with ITIL
Marcus Binet, ITIL Consultant, Redworld
- Understanding ITIL metrics and their governance function
Bronwyn Fletcher, Principal, Systems Thinking
- Mike McCann - Co-facilitator
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| 16.00 | Afternoon tea
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| Close of conference day |
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| 18.45 | Meeting point outside Star City for the onward journey to King Street Wharf
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| 19.30 | PacRim’s famous (or infamous!) Conference Gala Dinner
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Day Three, Thursday 7 June 2007, Morning Session
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| 08.00 | Recovery time
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| 10.00 | Morning coffee
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| 10.30 | Opening remarks from the chair
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| 10.40 | Keynote address
Performing when it counts
Liz Ellis is one of Australia’s most successful sports people ever. She played in two Gold Medal winning Commonwealth Games teams, won a World Championship and last year surpassed the record for most netball test matches played for Australia. Liz’s media work began with the Olympic games in Sydney, and she has since gone on to appear on Channel Seven’s Sports world, Sunrise, 110% Tony Squires and coverage of The2003 Rugby World Cup and 2004 Olympic Games, as well as ABC TV’s The Fat, The Glasshouse and The Einstein Factor. |
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| 11.10 | Keynote address
IT governance – gaining efficiencies and reducing costs
- Best practices to complying and achieving governance
- Achieving corporate governance using best practice methodologies
- Traps for novices and how to avoid them
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| 11.40 | Building strategic vision for a successful service management endgame
- Developing a shared vision
- Strategies to manage roles and responsibilities
- Driving people to share the organisation’s vision
- Resources needed for successful results
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| 12.10 | Sustaining competitive advantage by driving service management values
- Examining service management values
- Gaining senior management buy-in
- Ensuring service management fits into core systems
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| | Jim Ramsay, Senior Director Info Operations, Queensland Health
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| 12.40 | Setting targets and measuring performance against business expectation
- Understanding key performance measures for service support
- Identifying what and how to measure
- Translating measurement into objectives for managers, teams and individuals
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| | Gee Lightfoot, General Manager Information Systems, Department of Industry and Resources, W A
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| 13.10 | Lunch
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| Attend one of the following streams |
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Stream One - Executive Zone
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| 14.10 | Talent management: build, buy or trade?
- Driving the transformation of talent management
- Capability and capacity planning
- Talent resource planning
- Cost/benefit analysis and managing the talent inventory
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| 14.50 | Career development: managing and developing your support staff
- Getting the balance right – technical and soft skills while meeting the corporate and individual needs
- Essential skills for a manager in growing and developing technical support staff
- Mapping career paths and identifying leaders
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Stream Two - People Zone
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| 14.10 | Power talking: becoming more positive and eliminating counter productive language
- What is power talking? How can you eliminate counter productive language?
- Strategies to become more persuasive and positive in everyday interactions
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| 14.50 | Advance your career with strong communication skills
- Importance of good communication skills in the corporate world
- Realising that communications skills are just as important as your technical abilities
- Improving your face-to-face communications
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Stream Three - Technology Zone
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| 14.10 | VoIP service trends – how can you take advantage?
- VoIP systems: delivering rich features, low costs, and use of existing infrastructure
- How support services can take advantage of VoIP services
- Examining what the service side looks like
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| | Tim Malone, Practice Director, Queensland, Gibson Quai A A S
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| 14.50 | Metrics for IT service quality
- Can you afford to deliver the service quality you want to?
- Cost to organisation for dissatisfaction
- Best practice in IT service quality
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Day Three, Thursday 7 June 2007, Afternoon Session
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| 15.30 | Afternoon tea
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| 16.00 | Executive panel session
Choosing and implementing the right service improvement program
- Outlining the primary business objectives for your technical support division
- Identifying improvements that impact business effectiveness
- Successfully implementing these improvements
- Potential value ITIL can bring to your organisation
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| | Brad Cork, Managing Director, Improving People Julie Dowd, Group Manager, Customer and Change Programs, MYOB
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| 16.40 | Keynote address
Toxic People: How To Handle Them Without Getting Poisoned
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| 17.10 | Closing remarks from the chair and close of the conference
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