People & Process First, then Tools! by Trudie Hegel (Blue Shield of California) & Michael Robinson (Third Sky, Inc.)
This practitioner / vendor duo proves how the old adage “build the process, then choose the tool” really works. This case study shares how Blue Shield of California took a hard look at their current situation and discovered they needed to focus on delivering service. They will share how they improved IT performance by establishing key IT Service Management roles and improving specific ITSM processes, before selecting and implementing a technology suite. The session will provide the benefits and practical lessons for using this approach.
ITIL® — Useful for Small Companies? by Michael Gill (Transcept Pharmaceuticals, Inc)
There are major advantages to implementing ITIL® when a company is small. This session will focus on managing change in a small company by implementing ITIL® principles as early as possible in the company’s development. We’ll cover arguments for starting ITIL® “before you need it”. You’ll learn how to anticipate company growth, manage change, and leverage a service catalog to run an efficient, lean operations infrastructure.
Are Your People Ready for Change? by Troy DuMoulin (Pink Elephant)
People are critically important to the success of any major change initiative. If you fail to assess your culture’s “readiness for change”, you may not develop effective communication plans or identify specific barriers so that change is fully cemented down the road. In this session, the speaker will discuss “organizational change” — what it is and why every senior IT manager needs to understand this very important aspect of their operation.