IT Strategy – The Key to Winning Executive Support by Dalibor Petrovic (Deloitte & Touche LLP)
Lack of sustained executive support is identified as the key cause of failure for IT Service Management initiatives. Winning and sustaining this support is therefore essential! IT Strategic Plan is not just an excellent way to lay out a roadmap for your ITSM initiative, it is also a proven method to gain and sustain executive support. This session provides 10 characteristics of great IT Strategies and the guidance on how to create an effective strategic plan that wins the executive support necessary for success!
BOOM! 7 Choices for Blowing the Doors off Business-as-Usual (Dr. Jackie Freiberg)
Dr. Jackie Freiberg is a best-selling author and thought leader.
Roadmapping Service Management Success with Wil LeBlanc (Safeway)
Wil LeBlanc, Director of Data Center Operations at Safeway, gives a talk on how he brought service management success to two very different organizations: the grocery chain Safeway, and the United States Army. He discusses how he went about his tasks, and the lessons he learned along the way.
Mr. LeBlanc is a respected ITSM thought leader, with the following specialties:
ITIL Expert Cerfified
ISO 20000 Certified
Bachelor’s in Business
Master’s in Systems Engineering
Delivering Customer Value by Outsourcing Your IT Services (Panel Discussion)
As government agencies become more reliant on outsourcing non-core functions such as IT infrastructure, they must address the challenge of maintaining delivery and support of these IT services to ensure mission alignment and regulatory compliance. Come listen to how several federal organizations leverage ITIL® to inform the target state management model of their IT transformations.
The participants in this panel are:
Ashley Culbertson (Booz Allen Hamilton)
Cloud Service Management by Alex Hernandez (Plexent)
In this podcast, Alex Hernandez gives a rundown of Cloud Service Management. Alex was instrumental in developing and launching the first MBA and Masters of Science program in the U.S. with a concentration in IT Service Management at the University of Dallas. He currently teaches ITIL accredited courses as an adjunct professor. He is the co-author of the first self-study book for IT Service Management Foundations based on ITIL, which is being used in the University of Dallas curriculum.
Release Deployment Management by Dave Howard (Toyota)
Dave Howard, national business technology manager at Toyota Financial Services, gives us the lowdown on managing release deployment.
Jeremy Hart (First American Corporation) & Craig Davis (First American Corporation) by Knowledge is Power — Supplanting Unconscious Incompetence
Do you need to replace the unknown ignorance in your organization? People don’t know, what they don’t know. This case study shares how a fortune 300 financial corporation used ITSM education as a catalyst for successful organizational and behavioral change within their organization. This organization escalated their team’s knowledge and transformed the organization into a powerful, capable organization. Through a series of case studies you will learn how to transform your team and mature the capability of your organization, as well.
Managing Change and Diversity by Donald Loftin (Lockheed Martin)
The management of change and diversity is a key issue at the top of the ‘most challenging’ list for many companies today. To be successful you need to define and use diversity to your advantage; but this can only be done with knowledge and skill. This session will examine how the Kirton Adaption-Innovation (A-I) Theory and its associated psychometric instrument (KAI) can be used to provide powerful insight into problem solving and decision-making.
Planning Business Manager and Customer ITIL® Induction by Malcolm Fry (FRY-Consultants)
We may be calling our constituents customers but too often we treat them as users. How and why should we induct our customers into our ITIL® initiative? What will they get from it and how will they benefit? How can we build a plan to induct our customers and what should such a plan contain? If we want our ITIL® initiatives to succeed then we must get those customers on board with actions and not vacuous words. This session takes a looking glass approach, from a customer’s viewpoint; and then suggests how to build and present an ITSM Business Induction Plan.
Organizational Change – All Aboard and Rowing by Scott Williams (National City/PNC) & Margaret Hanlon (Hewlett-Packard)
Successful implementation of ITSM processes requires active involvement of key players in the organization. This session capitalizes on years of experience and identifies ways to influence people’s behavior so they are “on-board”. This practitioner / vendor team shares some secrets of how to navigate through “rough waters” in a systematic manner; how to secure the stakeholder involvement; and how to sustain the cultural commitment. Their success is articulated when the team actually takes up the oars to glide the “boat” across the finish line.