IT Service Management Day, Mond 23 August IT Service Management Day, Mond 23 August
7.30am Registration and refreshments8.30am Chairperson’s opening remarks
CEO, Brighten UP IT (Pty) Ltd
8.45am International keynote: The power of strategically aligning your IT service management (ITSM)
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How to adopt the right IT Service Management framework
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Management’s ability to align the business with the right IT
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Ensuring the infrastructure is able to adapt to changing business
needs without sacrifi cing service quality
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The secret to managing and delivering high-quality, reliable,
end-to-end IT services
Service Management Specialist, IBM Tivoli
9.15am Keynote address: A winning formula for the integration of
business and IT service management
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Aligning service management with your business strategy
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How to rework your strategy in a recession
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Setting achievable targets
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Connecting technology to your business strategy, fi nancial
results and service levels
Mr Malcolm Macdonald, GM: Enterrpise architecture and PMO, PRASA
9.45am The changing role of the IT Director
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Driving growth and profi tability with a well-rounded strategy
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Strategies for effi ciency with the customer
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Dealing with cultural shifts in the IT function
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Increase productivity with the latest technology and lowest cost
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Process vs customer-centric modelling
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Workforce optimisation
Senior IT Manager, South African Post Office
10.15am Case study: Unlocking real business value by using
comprehensive work management
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How do you understand the business need?
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How do you select the technologies?
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How do you take the client and employees with you on the
journey?
General Operations Manager, ABSA Life
10.45am Morning refreshments and networking11.15am Panel session: ITIL (v3) adoption strategies for the African
service desk
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Getting started with service management – using ITIL to help you
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Key aspects of effective service management
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ITIL V2, ITIL V3, COBIT, governance, ISO2000, etc – do I have to
choose?
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Adapting ITIL to your situation in the African marketplace
Service Management Specialist, IBM Tivoli Mr Calvin Ferreira, Manager: ITIL Process Development, Imperial Bank Group IT Manager, Peermont Global Limited
12pm FNB’s adaption of technology for cellphone banking
12.30pm Networking luncheon1.30pm Virtualisation – implementing the 3rd biggest wave to hit the IT Industry
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The impact on infrastructure and operations
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Challenges of introducing virtualisation such
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Cost-effectiveness of integrating processes with virtualisation
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Will it affect staff turnover?
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Individual machines’ high performance
Group IT Manager, Peermont Global Limited
2pm Panel session: Achieving true customer experience with IT
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The role of leadership in achieving optimum people
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Problem management as a key driver to service excellence
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At what point does an incident become a problem?
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Moving from a reactive to proactive service approach
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Understanding where costs can be cut and service maintained
Mr Calvin Ferreira, Manager: ITIL Process Development, Imperial Bank Senior IT Manager, South African Post Office Ms Lutfia Halim, Service Desk Manager, Internet Solutions
2.45pm Speed Networking and afternoon refreshments3.15pm The help desk agent: a job or a career?
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Evolving your IT organisation into a breeding ground for careerminded staff
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Strategies for increasing agent job satisfaction
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Understanding how management deals with the IT Role
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Ensuring a fit between people / process / technology
Ms Lutfia Halim, Service Desk Manager, Internet Solutions
Risk / quality management3.45pm Ensuring seamless customer interaction through securing IP
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The need for information security
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Tips for ensuring IP security and protocol implementation
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Strategies to align security programmes with the business
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Best practices: exceeding regulatory requirements
Mr Allen Baranov, Security Analyst, SAB Miller Head: Information Privacy, Absa
4.15pm Panel session: Organisation metrics – how to measure IT
performance
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Measuring productivity
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System sustainability: measuring continuous improvement
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Determining the what, when, where and how of “VOC”
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Ensuring the right behaviour at the right time
Executive Member, Novel Idea Mr Malcolm Macdonald, GM: Enterrpise architecture and PMO, PRASA
5pm Chairperson’s closing remarks and end of IT Service Management
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Platinum Sponsor:
Silver sponsor:
Bronze Sponsor:
Technical Breakfast Sponsor:
Visitor lounge sponsor:
Speed networking sponsor:
Exhibitors:
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We are busy putting together the agenda for IT Service Management World Africa 2010.
If you would like to participate as a speaker and present a paper please contact us.
Lauren Dansky – Conference Manager +27 (0) 11 516 4954
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