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Day One Monday 13 October 2008: Plenary I
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8.15am | Registration and refreshments
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9am | Organiser’s welcome remarks
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9.10am | Chairperson’s opening remarks
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9.15am | Special welcome address by host chapter
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9.30am | Keynote address: Radical transformation – Changing the business beyond IT
Nortel’s global network, spanning across 240 locations worldwide, has a footprint similar to a small carrier, with a significant amount of traffic traveling over the networks every month. With technology changing faster than ever before, Nortel has to face the ongoing challenge of implementing technology to ensure it aligns both with both IT and business priorities, simplifies process times, and essentially, drives return on investment.
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The three mega-trends in the technology market today
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Why corporations need to simplify their use of business applications
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The benefits the implementation of unified communications brings to employees and to the company overall
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10.15am | Seven steps to building a Service Management case study
Business alignment and demonstrating the business value of IT remain top CIO issues. To prove its value, IT must synchronize with the business to support and enable business services. The IT organization must learn to communicate in terms of business metrics, translating “bits and bytes, latency and jitter” to service levels and customer satisfaction. Learn the seven elements that allow you to build a CIO level case study and justify the ISM technology in business terms.
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10.45am | Morning refreshments and exhibition viewing
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11.30am | Business Continuity Management – The SET implementation experience
In all the global organizations, certain levels of business continuity are required to minimize risk and to manage crisis situations properly with minimal impact to services as governed by the laws of the land. Gain an insight into the SET experience – the vision, BCM organizational structure, risk assessment , processes, and strategies as Mr Puranachoti shares how the SET ITSM journey helped develop the Business Continuity Plan of one of the leading trading platforms in the region.
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| | Sornkawee Puranachoti, Chief Technology Officer and Senior Vice President, IT Division, IT Division, Stock Exchange of Thailand
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12pm | Special case feature: Achieving technological competitiveness with the ITIL® service desk
ITRI is a national research organization that serves to strengthen the technological competitiveness of Taiwan. ITRI has serviced more than 30,000 domestic companies and gratuated over 160,000 alumni with more than 60 in CEO positions. Find out about the ITSM project that won ITIR the best client implementation 2008 award run by itSMF Taiwan.
• Our roadmap to excellence: ITRI’s four year journey to ISO20000 certification
• The ITRI approach to implementing a service monitoring system
• A highlight of some special features designed into the ITRI Service Desk implementation |
| | Ms Chorng-Der (Sonia) Shyr, Senior Engineer, Network Resource Division, Information Technology Service Center, Industrial Technological Research Institute (Winner of the ITSM annual award 2008)
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12.30pm | Speed Networking
 A Terrapinn innovation, this is a fun, fast and furious networking activity that will give you the opportunity to meet the maximum number of contacts in under 30 minutes. Warm up to fellow conference attendees, bring 100+ business cards!
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1pm | Networking luncheon and exhibition viewing
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| Choose concurrent track as below: |
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Day One Monday 13 October 2008: Breakout A - Strategy
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| Breakout A - Strategy |
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2.30pm | Track leader's opening remarks
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2.40pm | Track keynote: Good Service Management is invisible!
Will organizations finally understand the fine art of delivering good service? Changing our IT people to work like good smoke detectors rather than fire-fighters embodies a new focus on invisibility and low profile support. Will this strategy win you corporate prime cuts or budget cuts? Challenge your concept of service delivery with ITIL expert Ivor as he helps you redefine success.
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Focus on the service being there
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Focus on who the service is for
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Focus away from those delivering the service!
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3.20pm | Leadership panel: Tackling the challenges of regional adoption
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| | Eric Lung, Honorary Treasurer, itSMF Hong Kong
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4.20pm | Afternoon refreshments & exhibition viewing
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5pm | Should you approve that ITIL initiative?
ITIL is the right thing to do when it is the right thing to do. Designed for those who manage and those who approve budgets for ITIL.
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What to beware of in ITIL proposals or business cases
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What ar eyour alternatives?
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What are the considerations when making the decision to allocate (more) funds to ITIL
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| | Rob England, Online celibrity and blogger extrodinaire, IT Skeptic
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5.30pm | Q & A Open discussion expert panel: Finding the right balance between cost, capacity and resource
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| | Shuji Tomita, CEO & President, Nippon Information and Communication Corporation
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6pm | Track leader’s closing remarks, followed by Networking Cocktail
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Day One Monday 13 October 2008: Breakout B - Risk, Audit & Compliance
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| Breakout B - Risk, audit & compliance |
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2.30pm | Track leader's opening remarks
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2.40pm | Track keynote: Risk and compliance and ITSM – Cost or opportunity?
CIO are being pressured from all points – governance, risk, cost and compliance all whilst driving value through world class delivery and still delivery innovation. Many say that adding process simply adds costs? Robert will explore how to drive your implementation to value whilest balancing the opportunity – risk assessment for ITSM
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Principles of real-time risk assessment
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How to marry compliance requirements with IT value
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Reporting Governance without breaking the bank
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| | Robert Stroud, Audit, Compliance & Standards + Treasurer, itSMF International Executive Board
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3.20pm | Special address: Achieving greater customer satisfaction and productivity with ISO/IEC20000
Winner of the MIS 2007 IT Excellence Awards by MIS Asia magazine, Peter will share how HKHS was able to evolve its mindset to a customer-focused division by adopting ITIL.
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Defining what really matters to your organisation
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Contrasting pre-ITIL efforts to improving customer satisfaction with ITIL's customer oriented best-practices
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Tips on managing people, processes and technology
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3.50pm | Synergising information security with ITSM
In all the global organizations, certain levels of maturity are being achieved on both Information Security and ITSM. One glaring gap which still existing is a lack of optimal synergy between these domains. This presentation will address the need for such a synergy, the critical considerations on aiming at the same and how the respective global certifications can influence/impact the synergy.
• The need for synergy
• The critical considerations on integration
• Impact on/of the standards – ISO/IEC 20000 and ISO/IEC 27001 |
| | Mr Vinod Kumar, Founding Member & Head-Professional Services, GLOPORE IM Services Pvt. Ltd.
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4.20pm | Afternoon refreshments
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5pm | Q & A Open discussion expert panel: Making sense of standards
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What are some of the popular standards being employed with ITIL
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How and why are organisations using multiple standards (e.g. COBIT with ITIL) as guidance for their IT improvement plans
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Do they conflict or compliment?
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| | Ken Doughty, Senior Manager, Risk Management, Corporate Compliance and Risk Management, Corporate Finance, ING Australia Sornkawee Puranachoti, Chief Technology Officer and Senior Vice President, IT Division, IT Division, Stock Exchange of Thailand Sushil Chatterji, Liaison member ISO/IEC Study Group on ICT Governance, Member of IT Governance Committee, ISACA hq/ITGI Moderator: Robert Stroud, Audit, Compliance & Standards + Treasurer, itSMF International Executive Board
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5.30pm | Delivering real-time benefits and managing IT investment risk with ITIL and COBIT
The challenge today for organizations is to realize the value from investment in IT and to gain assurance that there is a strong control over their investment. Gain an insight regarding the risks associated with poor control over IT investment and the value to be gained by implementing ITIL supported by a governance framework (COBIT) in delivering value to the organization.
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Being at the beginning: Do you know your investment maturity?
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Mitigaing ivestment risks using ITIL supported by the Cobit governance framework
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Case study illustration: How a large service organisation is delivering benefits in real-time to its stakeholders
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| | Ken Doughty, Senior Manager, Risk Management, Corporate Compliance and Risk Management, Corporate Finance, ING Australia
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6pm | Track leader's closing remarks, followed by Networking Cocktail
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Day Two Tuesday 14 October 2008: Plenary I
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8.30am | Registration and refreshments
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9am | Organiser's welcome remarks
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9.05am | Chairperson's opening remarks
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| | Charles Fan, CEO, OPUS IT Services Pte Ltd, Member of SiTF, Singapore infocomm Technology Federation
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9.10am | Touchnology investments: Embracing a service-oriented culture
International key note speaker Tricia Olsen will share with us her global strategies in taking on the human touch in driving a service oriented culture. Tricia will challenge the flexibility and capability of our current service standards in line with today’s customer needs. Find out if your high-tech organization is positioned for the new high-touch generation.
- Surveying the major introductions and updates of version 3
- Understanding the strategic, design, cultural and organisational implications of V3 on value to your business
- On the future of ITIL and IT Service Management and its place in the modern IT organisation
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| | Tricia Olsen, CEO & Founder, International Customer Service Professionals (ICSP) Australia
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9.40am | Opening keynote: Refresh your business
The new version of ITIL® is upon us and Sharon Taylor, the Chief Architect of ITIL® and a respected industry leader, will lead conference attendees through an inside look at this massive project how this new version of ITIL® will benefit your organization. Emphasizing IT-business alignment and Return-On-Investment, Sharon will detail what has changed and why, the value of it, and where the future of ITIL will take us.
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Surveying the major introductions and updates of version 3
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Understanding the strategic, design, cultural and organisation implications of V3 on value to your business
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One the future of ITIL and IT service Management and its place in the modern IT organisation
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10.10am | Keynote: Creating a competitive service oriented culture
ING Vysya Bank is a premier private sector bank with more than 75 years of history. It has been effectively transformed into a modern technology driven Indian foreign Bank known for its innovative banking services and products. Mr Prasad will share with you how creating a competitive service oriented culture is a key part of the bank’s modernization efforts that is underpinned by their continuous drive for better customer satisfaction. |
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10.40am | Morning refreshments and exhibition viewing
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| Choose from 2 concurrent tracks as below: |
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Day Two Tuesday 14 October 2008: Breakout C - Outsourcing
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| BREAKOUT C: OUTSOURCING |
Sponsored by: 
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11.10am | Track leader's opening remarks
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11.20am | Track keynote: Intelligent outsourcing
Sandeep was involved in setting up a Shared Services Centre in Asia in partnership with a vendor. This initiative won Credit Suisse the special Jury award for Business Excellence 2007 at the Forbes Wipro innovation conference. Hear how this breakthrough idea was taken from concept to reality and how you can benefit also from their global sourcing experience.
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How and when to outsource
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How to get the besst out of your outsourcing deals
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How to set up a unique offshoring/ outsourcing contract with a strategic partner thereby providing speed, flexibility and low delivery risk
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| | Sandeep Khera, Chief Operating Officer, Information Technology Asiapac, Credit Suisse
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12pm | Outsourcing: A threat or a chance?
The outsourcing industry is rapidly expanding both globally, regionally and locally, no company can any longer deny the need to face this important business trend which af¬fects the heart of every organization. Arno will share the latest developments on IT outsourcing and provide practical client examples on how ITO can change the performance of your daily IT services. Vendor strategies, offshoring and near-shoring are looked at from a customer perspective as well.
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IT Outsourcing global trends and its impact on the Asian market
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Discover how outsourcing can positively impact your daily operations
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Using the innovative 'Co-Sourcing Model' to implement and gain control over outsouced services and vendors
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12.30pm | BOUNCE!
A fun and informal session with no microphones. Delegates will be broken up into small groups for the opportunity to bubble up, cook and simmer over tough questions. User generated content can then be floated to the discussion panel at the end of the track for deeper analysis by our expert panel. |
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1pm | Networking luncheon and exhibition viewing
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2pm | Case Study: Defining and measuring the right metrics for IT services in the Telecom environment
IDEA Cellular is a leading GSM mobile services operator in India with over 24 million current subscribers. In March 2007, IDEA inked a ten year, US$800 million risk reward revenue sharing deal to outsource a part of its IT and IT infrastructure to reduce operational costs and minimize technology risks. Beyond the headlines, Gerald will share how this massive contract is managed behind the scenes using service levels and agreements that ensure the service providers’ compliance with the ITIL framework to deliver the services to the organization.
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Understanding how the IDEA outsourcing contract is managed using Service Level Agreements
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Tips on defining business SLAs for IT in the Telecom domain
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Measuring service availability without the traditional measurement of IT component uptimes
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| | Gerald P Wilson, Head of Service Management, Information Technology, IDEA Cellular
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2.30pm | The challenges of Information Technology Outsourcing in Asia and how ITIL can directly address them to improve the probability of success of your ITO effort
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| | Gerald P Wilson, Head of Service Management, Information Technology, IDEA Cellular Sandeep Khera, Chief Operating Officer, Information Technology Asiapac, Credit Suisse Moderator: Paul Han, Country Manager, Quint Wellington Redwood
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Day Two Tuesday 14 October 2008: Breakout D - Implementation Nuts & Bolts
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| BREAKOUT D: IMPLEMENTATION NUTS & BOLTS
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Sponsored by: 
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11.10am | Track leader's opening remarks
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11.20am | ITIL author in focus: Service Operations: Practical implementation
SO is one of the core practice books in the ITIL V3 volume set, laying the foundation for daily application in front-line trenches. Find out how to derive the most out of this book and make practical implementation decisions. David will talk about the main messages in this new version of the SO and leave you with practical tips to improve your real-life operations from his extensive experience in the field.
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What's new in ITIL V3 Service Operations - Introducing new processes and the lifecycle approach
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Escaping repetitive execution: Balance conflicting motives in Service Operation
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Bringing it all together - practical tips on how coordinate the people who manage the technology, and services
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12pm | ITIL implementation programmes – war stories, successes and failures
Using various case studies, Harold outlines the successes, challenges and also failures of several organizations intending to implement or improve the IT Service Management Organisation and its performance.
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The importance of a clear business case that is carried on the right level
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What continuous senior management commitment should mean in practice
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Tailoring ITIL models to your organisation's unique requirements
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The 'people aspects': how to lead cross funcational teams and mangagers to successfully execute their 'ITIL process roles'
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12.30pm | Reactive AND proactive Problem Management
Problem management is a critical function that impacts many other ITIL processes – Incident, Configuration, Change and SLA Management. Often, practitioners are confused as to what constitutes a “problem” and struggle to create policies that enforce a separation if duties to allow for better root cause resolution. Learn how to set up an effective Problem Management function and how it can be used to improve your organization’s overall performance with a case study of a high-availability environment in the financial sector.
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The fine line between incident and problem management
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Setting up an effective problem management function - defining a problem, separation of duties, known problem DBs, interfacing with other functions and more!
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How problem management feeds in to your organisation's continuous improvement plan
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| | Vinay Jain, Regional Problem Manager, Asia, Thomson Reuters
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1pm | Networking luncheon and exhibition viewing
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2pm | OCBC’s ITIL Journey
OCBC is Singapore’s longest established local bank with group assets of S$180 billion and a global network comprising of more than 460 branches and representative offices in 15 countries. OCBC is adopting a service-management approach as it makes critical IT services the focus of management improvement within the IT organization. Susan will share OCBC’s ongoing experience with maximizing technology investments and enhancing service levels to internal and external customers through ITIL.
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| | Susan Sum, Vice President, Quality & Service Management, Group Operations & Technology, OCBC
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2.30pm | The real deal: Preparing for successful ITSM begins even before you take your first step
Schneider Electric is a leader in electrical distribution and automation and control with a global presence across 130 countries with over 85,000 employees. Adopting ITSM made perfect business sense but not without its challenges. ITSM is a journey and so ‘failure’ isn’t necessarily a result only when abandoning the project. Failure can be defined as a waste of energy, resources, investment or time. Chong Leong provides some tips on the preparation stage necessary for successful implementation.
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Implementation challenges and pitfalls
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Tips on preparing your organisation for ITSM adoption
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Two years on... growth and continual improvement
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Day Two Tuesday 14 October 2008: Plenary II
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3pm | Networking afternoon tea and exhibition viewing
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3.40pm | Skeptic's panel: CMDB as defined in theory cannot be done within a justifiable ROI
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| | Moderator: Rob England, Online celibrity and blogger extrodinaire, IT Skeptic
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4.20pm | Interactive roundtable: The ABC of ICT
This creative session covers a series of group exercises using the ABC worst practice deck of cards to discuss the Attitude, Behavior and Cultural aspects of organizational change. Be prepared for interesting results! Based on the feedback via real-time poll of executives and leaders at this conference, find out the core ABC issues facing organizations in Asia to help you focus on the problem areas. Compare these against your peer results from the Netherlands! |
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4.50pm | ITIL Author in Focus: Continual Service Improvement – From Strategy to Operation
One of the challenges for many of today’s organizations is that managers don’t understand the importance of aligning IT’s goals, objectives, metrics and measurements to the overall business strategy. Gary will describe how to set up a measurement and management system based on the Balanced Scorecard. Using key concepts from the ITIL® service lifecycle framework as well as other business models, the end result will be to provide you with specific guidance on what needs to be done, and by whom. |
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5.20pm | Special report: Announcing the 1st Asia ITIL Adoption Survey findings
The following survey is the first ever coordinated effort by itSMF Asian chapters to identify the status and common adoption patterns for IT Service Management projects in Asia, based on implementation experience rather than vendor service and product positioning. The survey results will provide guidance to those who want to understand what works and what does not work when undertaking an ITSM project within the Asian environment and culture.
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Mapping Asia's current ITIL implementation - What is the status and level of maturity of companies in each country?
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Baselining and measuring success in an ITSM project
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What are the skill requirements for an ITSM project and the ideal team size and budget
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Recommendations and pitfalls to avoid when implementing ITSM in Asia
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| | Mr Peter Edwards, Senior Managing Consultant, Global Technology Services, ASEAN/SA, IBM
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5.50pm | Chairperson's closing remarks
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6pm | End of conference
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Sandeep Khera
