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Conference Day One, Tuesday, 3 June 2008, Morning Session
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08.30 | Registration and welcome coffee
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08.50 | Opening remarks from the chair
Chris Joscelyne, Managing Director, Australian Projects – IT Security
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09.00 | Visionary International Keynote address:
The future of service management is finally here
• Is Service Management the Cinderella of IT or the bastion of today’s and tomorrow’s businesses?
• ITIL V3 - beyond a series of best –practice frameworks for solving specifi c operational needs
• Delivering real change and benefi ts in your global service excellence journey
Malcolm Fry, IT Industry luminary and Author of “Building an ITIL based Service Management Department”
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09.40 | Keynote address:
No more IT projects! Aligning IT and the business to achieve the optimal outcomes
• Delivering change and driving value alongside the business
• Building a business- focused support infrastructure
• IT’s role in generating business opportunities and growth
Peter Thomas, Chief Information Officer, New Zealand Defence Force
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10.10 | Keynote address:
Driving customer satisfaction in a helpdesk environment
• What are the key drivers of satisfaction?
• How do you evaluate what is actually important?
• How do you link this in with other operational metrics?
Ian Aitchison, Director, Australia Operations, Customer Operations Performance Center
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10.40 | Keynote address: Getting shared services right: a pathway to ICT - and organisation wide - operational excellence
- How has the shared services model enabled Energex to meet its goals as a business?
- Developing a consolidated ICT environment through long term vendor partnerships
- Defining operational scope and setting realistic targets
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11.10 | Morning refreshments
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| Attend one of the three following streams: |
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STRATEGIC STREAM
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11.40 | Increase service quality, not your budget: lessons learned from a journey through ITIL implementation
• A tale of achieving more with less resources
• Delivering strategic value and driving change
• Improving service quality and defi ning SLA’s
Claire Brereton, Head of IT, UnitingCare Health
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12.20 | Motivation striving for excellence
- Understanding base motivators to enable high performance
- Improving personal and team performance
- The rubber band strategy
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| | Ms Sue Langley, Managing Director, Emotional Intelligence Worldwide , Australia
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13.00 | Networking lunch, Sponsored by
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14.00 | No silver bullet: why leveraging Cobit and ITIL for IT management and governance is not enough
• Tailoring a cohesive services effort to your organisation – what’s the business case?
• Using ITIL and Cobit to support internal processes and regulatory compliance
• Implementing KPIs and KGIs for effective results
Jim Coalwell, Service Delivery Manager, Macquarie Group
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INNOVATION STREAM
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11.40 | Remote control - using mobility to align IT with business
• Mobility’s role in the ITIL framework
• Tips for a successful incident management in a remote world
• Reinforcing your knowledge database
• Data security and privacy issues
Chris Wickham, Customer Services Manager, Wellington City Council
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12.20 | Achieving business benefit by integrating knowledge, service management, workflows and cost modelling
• Positioning the “SUSSEX” (Sustainable Service Excellence initiative) to meet AMP’s service management requirements
• Why integrate knowledge into service management workflows?
• Benefi ts and secrets to getting the knowledge solution to work in a business support help desk
• Quantifying benefits, effi ciencies and quality improvements
Matthew Brotherton, IT Manager, Service Excellence, AMP
Eileen Phu, IT Delivery Manager, AMP
Sam Lambropoulos, Service Delivery Manager, AMP Service Management
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13.00 | Networking lunch, sponsored by
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14.00 | Self service – the next major frontier in service management?
• Examining self service in both the guest experience as well as the internal IT service context
• Business benefi ts and IT service delivery impacts
• Internal staff self service – benefits, challenges and how far to go
• Does it reduce costs, improve time to resolution and increase customer satisfaction?
Kevin Joyce, Manager, IT Systems Delivery, Virgin Blue
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CUSTOMER STREAM
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11.40 | Consolidating multiple service lines into a single point of contact
• Achieving synergies through a change in organisational structures and philosophies
• What are the benefi ts that accrue through consolidated support?
• Improving and extending support services through self help solutions
Geoff Mitchell, Director, Integrated Help Services, Queensland University of Technology
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12.20 | Customer centricity and the development of profi table partnerships
• Customer centricity and its impact on delivery models & governance
• Understanding who is your customer and what they want in their SLAs
• What do your customers really think about IT support?
Louie Horvath, Senior Project Manager - IT Governance & Support Services, QBE Insurance
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13.00 | Networking lunch, sponsored by
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14.00 | From outsourcing to in-sourcing: an unexpected move or a necessity for best practice value adding?
• CitiPower & Powercor’s story of managing the transition
• Benchmark or be gone - reviewing processes and evaluating outsourced engagements
• Recruiting, selecting and training new staff
Keith Betts, IT Services & Security Manager, CitiPower & Powercor
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Conference Day One, Tuesday, 3 June 2008, Afternoon Session
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14.40 | Speed networking
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15.10 | Afternoon refreshments
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15.40 | Strategic service management – enabling business growth and innovation in a technologically converged world
• The business benefits of convergence
• ITIL and performance management
• Technology convergence impacts on service quality
• Infrastructure challenges and practices to support the new digital environment
Mary Brawn, Service Alignment Manager, Television New Zealand
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16.10 | Just how much do you know? Making knowledge management work with service management
• ITIL’s dependence on knowledge - transferring knowledge from different process silos
• A paradigm shift – from service desk to knowledge centre
• Knowledge management: a technology solution or people solution?
• Common mistakes/ pitfalls
Mary Brawn, Service Alignment Manager, Television New Zealand
Neil L Weitz, Director – IT Help and Learning, End User Advocacy, GlaxoSmithKline (USA)
Ms Eileen Phu, IT Delivery Manager, AMP
Chris Wickham, Customer Services Manager, Wellington City Council
Roger McPhee, Director Business Services, Queensland Transport
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16.50 | Closing remarks from the chair and close of conference day
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17.00 | Cocktail party
Go for Gold! - Heroes in Action!
Dress up: As your favourite athlete or sports gear
We will be running a number of activities at the party so be sure to come ready to participate and dressed in theme!
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Conference Day Two, Wednesday, 4 June 2008, Morning Session
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08.30 | Welcome coffee
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09.00 | Opening remarks from the chair
Chris Joscelyne, Managing Director, Australian Projects – IT Security
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09.10 | International keynote address:
Customer experience management meets ITSM – managing the customer experience within IT Service
Management
• Developing a deeper understanding of the experiential world of the customer/end user
• Designing a more dedicated user experience
• Structuring the customer interface
• Engaging in continuous innovation
Julie Mohr, Principal Research Analyst, BlueprintAudits.com and Author, “The Help Desk Audit: Blueprint for Success”
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09.50 | The new shape of the service desk – evolving roles and support
• Supporting a more business focused and proactive approach to delivering services
• What new structures are required to take your service desk to the next level
• Ensuring that you exceed user expectations
Gee Lightfoot, Director, General Manager Information Services, Department of Industry and Resources, WA
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10.20 | Streamlining operations through the shared services model
- Maintaining the right environment and culture for a successful migration to shared services
- Leveraging infrastructure to achieve realistic goals
- IT governance that maximises return to the business
- Meeting user expectations
Ross Marshallsea, Associate Director, Client Services, Swinburne University of Technology
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10.50 | Morning refreshments
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| Attend one of the three following streams: |
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STRATEGIC STREAM
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11.20 | What the books don’t tell you: an ITIL transition case study
• Transition planning and support for a new business division
• The role of effective service validation and testing
• Responding to the customer’s changing business requirements while maximising value and reducing incidents, disruption and re-work.
• Infrastructure challenges faced along the way
Samantha Cox, Manager, Service Management, E*Trade Australia
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12.00 | Improving IT service quality: the key’s to a successful ITIL implementation program
• How the ITIL program effected cultural change in a large diverse environment
• Key wins, lessons learnt and most signifi cant challenges
• Innovations that were introduced in the transition
Anthony Nantes, Service Portfolio Manager, ITIL Program Manager, University of Melbourne
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12.40 | Networking lunch
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PEOPLE STREAM
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11.20 | We don’t need another hero to improve the service experience
• Understanding the difference between ‘exceeding expectations’ and ‘heroics’
• From missed SLA’s to agreed service values with your customers
• Leveraging focus on processes to deliver consistent service value
Kathryn Howard, ITSM Consultant, Visual Explanations
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12.00 | Proactive incident and problem management: strategies for effective diagnosis and root cause analysis
• A relationship process – incident to problem to change life cycle
• Resolving infrastructure exemptions before they become larger issues
• Metrics and their role in enabling problem prioritisation for trend analysis
Julie Mohr, Principal Research Analyst, BlueprintAudits.com
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12.40 | Networking lunch
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CUSTOMER STREAM
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11.20 | Capture the heart of your customer – what does it truly mean to be customer focused?
• In today’s 24/7 marketplace, do you need a broader defi nition of service excellence?
• Service desks and customer service - strategies for improving the customer experience
• The role of CRM
• Re-crafting the mentality of your support organisation
Vicki Shields, Global Customer Experience Consultant
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12.00 | Metrics: tracking pains, gains and goals
• Metrics for IT service management: what are the metrics that matter most?
• How can metrics help in promoting continuous service quality improvement?
• Where do most organisations fall down in this regard?
Bronwyn Fletcher, Executive Director, Systems Thinking
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12.40 | Networking lunch
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Conference Day Two, Wednesday, 4 June 2008, Afternoon Session
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13.40 | International address:
An evolution of self-install projects – from user to culture to equipment and tools
• Worshipping at the Altar: The age of mainframes (US Air Force)
• What is this noisy thing on my desk? The spread of desktops (USAF – TTU)
• Transition to stand-alone desktops running a variety of Oss
• A computer in every pot. Ubiquitous computing (TTU)
Tom Heisey, Technology Support, Teaching, Learning, and Technology Center, Texas Tech University
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14.10 | Keynote address:
Implementing higher standards – is this really change management in disguise?
• Organisational and cultural barriers to change, with focus on realising benefits
• Are standards such as ITIL, Cobit and Six Sigma mutually exclusive?
• Overcoming the, ‘failure lies over the fence’ mentality (Overcoming service ‘silos’)
• Experience with quantifying results and business benefits
Roger McPhee, Director Business Services, Queensland Transport
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14.20 | Leadership and governance in a service rich atmosphere
• Better understanding today’s service environment
• Examples of governance from an ITIL perspective
• People change management issues for effective IT governance
Martijn Schroder, Senior Consultant, Opticon Australia
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15.20 | Executive panel discussion:
Managing IT assets and infrastructure: harnessing the power of configuration management (CMDB)?
• Is configuration management the silver bullet in service management?
• Providing incentives to produce quality services aligned to business needs
• Practicalities - what traps do you need to avoid when implementing a CMBD?
Moderated by: Malcolm Fry, IT Industry luminary
Panellists:
Ross Marshallsea, Associate Director, Client Services, Swinburne University of Technology
Roger McPhee, Director Business Services, Queensland Transport
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16.00 | Interactive roundtable sessions
- Measure, monitor & report actual Service Delivery performance against SLA
David C.Lloyd, Manager Service Management, Enterprise Services, Security Solutions & Services, Thales Australia
- Benefits of keeping your helpdesk inhouse or outsourcing it
Ian Aitchison, Director, Australia Operations, Customer Operations Performance Center
- Understanding the key components to ensuring successful change
Brad Cork, Managing Director, Improving People
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16.30 | Afternoon refreshments and close of conference day
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18.30 | Blockbuster Gala dinner at Movie World
Theme: Heroes Among Us! - Unmask the hero in you!
Dress up: As your favourite superhero or smart casual
Buses will depart at 6pm sharp - we have an action packed night ready for you so be sure you are on time!
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Conference Day Three, Thursday, 5 June 2008, Morning Session
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08.00 | Recovery time
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10.00 | Morning refreshments
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10.30 | Opening remarks from the chair
Bronwyn Fletcher, Executive Director, Systems Thinking
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10.40 | Keynote address:
Transforming your ICT service delivery using best practice standards
• Developing long term strategic goals for becoming a service-orientated organisation
• Resourcing – a leader’s challenge in doing more with less
• Operating with greater effi ciencies and delivering real ROI
Valda Berzins, Chief Information Officer, Victoria Police
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11.10 | International address:
IT Service Catalog – Opening new customer channels while driving service improvements
• Identifying the importance of establishing an online IT services and request catalog
• Soliciting buy-in with service owners and deal with multiple business units
• Transitioning theory to real life service management
Neil L Weitz, Director - IT Help and Learning End User Advocacy, GlaxoSmithKline (USA)
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11.40 | Strategic outsourcing to capture business needs and manage service performance on a global scale
• Achieving dual ROI and mutual benefits in outsourced engagements
• How to develop and migrate support processes across a global organisation
• Transferring knowledge and capturing valuable metrics on the business and customer impact
Stuart Mills, Global Service Delivery Leader, GE Money
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12.10 | Implementing COPC-2000® CSP Standard and the benefits in a Tech Support environment
Kirsty Hunter, Managing Director, Datacom Connect
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12.40 | Networking lunch
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| Attend one of the three following streams: |
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ESSENTIALS STREAM
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13.40 | Organising for excellence – how to build an award winning service management department
• Why is Business Service Management so important?
• Capturing the merits and demerits of a Service Management Department
• Incorporating ITIL principles to plan for the successful design
• What decides success – technology or people?
• The merits of well defi ned structure
Malcolm Fry, IT Industry luminary
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14.20 | Nurturing the key assets of your service support team
• People equals process equals people
• Maintaining a high level of employee morale to ensure quality service delivery
• Embedding best practice methodologies in your people
Brad Cork, Managing Director, Improving People
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15.00 | Legal issues – a commonly overlooked area in service management
• How do businesses currently design and implement process improvement
• A walk through a few simple business processes
• Summary of (legal) problems that can (and do) arise from this (design) method
• Approaches and methods to minimise transgressions and liability
Denis Freeland, Manager IT Service Management, Queensland University
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PEOPLE STREAM
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13.40 | Achieving Operational efficiency and transparency at all service levels
This session will examine how organisations can best set up and execute fi rst level support at all service levels, while providing transparency to its business partners, including those at
executive level.
Andrew Wedding, IT Service Manager, Casinos Division, Tabcorp
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14.20 | People change management – an addition to ITIL based process improvements
• Creating and sustaining a high performance workplace for the provision of critical services
• Producing the desired performance outcomes in productivity, profitability, employee retention, and customer satisfaction
• Team alignment – what role does this have to play?
Janice Silby, National Manager, Core Business, IT Systems & Support Branch, Centrelink
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15.00 | Beyond technical - why your service team needs customer service skills training
• Building the capabilities of the modern service desk
• The role of communication in developing more unique user interactions
• Understanding the customers/end users’ metric – how do they measure your success?
Bill Stanley, Service Desk Manager, Deloitte
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Conference Day Three, Thursday, 5 June 2008, Afternoon Session
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15.30 | Afternoon refreshments
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16.00 | Managing change to spark organisation wide service improvements
- Using ITIL to support internal processes and improve service delivery capabilities
- 'Mixed messages' - communication challenges in a large devolved organisation
- Focusing on the client instead of the problem - selecting the right tool to manage the service
David C.Lloyd, Manager Service Management, Enterprise Services, Security Solutions & Services, Thales Australia
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16.30 | Interactive panel discussion:
Times, they are changing: making the multigenerational, multifunctional service department work for you
• Managing today’s modern and diverse service support team
• Strategies for getting the most out of your staff
• Recruiting, selecting, training and retaining
Moderated by:
Julie Mohr, Principal Research Analyst, BlueprintAudits.com
Panellists:
Bill Stanely, Service Desk Manager, Delloite Touche Tomatsu
Kathryn Howard, ITSM Consultant, Visual Explanations
Janice Silby, Business Manager, Centrelink
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17.00 | PACRIM BIG Brain
If you love quizzes and trivia games then you will surely love BIG Brain.
This innovative session will provide the perfect platform to reinforce the knowledge and big ideas that you have gained from your conference experience.
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17.20 | Closing remarks from the chair and close of the conference
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