Conference: IT Service Management Track

Track Chair:
Rick Sturm
President
Enterprise Management Associates, Inc.

In today's world, IT organizations are struggling to keep pace with rapid change, skyrocketing complexity, and increased demand for IT services. IT is tasked with addressing these formidable challenges while simultaneously improving IT service quality, controlling IT costs, and aligning IT with the business. IT Service Management, or ITSM, provides a structured approach to help IT organizations address these challenges while dramatically increasing the contribution of IT to the business. The ITSM track delivers actionable expert advice and valuable take-home tools to help you jump start your CMDB, Service Catalog, and other ITSM initiatives.

Tuesday Wednesday

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Tuesday, April 29
2:00 pm–3:15 pm	Conference Sessions How to Get (and Keep) Your ITSM Initiative on Track (Location: Breakers C) Many IT Service Management (ITSM) projects fail, some spectacularly so. The Service Catalog and service portfolio management are hidden gems that can help you focus on the services that are crucial to your business. Many consider the Service Catalog as simply an interface for requesting services from IT. However, the Service Catalog ? when done right ? offers IT managers a roadmap for success. Learn how the Service Catalog just might be the savior of your ITSM initiative. Session attendees will receive a free decision tool to help get their ITSM efforts on track ? and keep them there. Speaker - Hank Marquis, Director of IT Service Management Consulting, Enterprise Management Associates Hank has more than 25 years of hands-on experience in information technology and truly understands all sides of the IT equation. His background spans managing, organizing, and optimizing IT infrastructures and organizations and he has extensive experience helping IT executives and organizations implement IT governance and operational frameworks. Hank has helped dozens of companies implement IT service management best practices. Prior to joining EMA, Hank was the Chief Technology Officer for itSM Solutions, an IT service management training and coaching organization where he oversaw development and delivery of IT management training programs. Previously, as CIO at e-commerce financial services provider Celexis, he aligned with business, guided restructuring projects, led teams to improve customer satisfaction, and designed processes and programs to measurably improve efficiency and control costs. During his time as CTO at management software company Opticom, he directed product architectures and led marketing and software development groups to align with service management best practices to improve sales and market positioning. Hank leverages his unique perspective to help transform clients from good to great by applying business-aligned IT service management principles. Hank?s down-to-earth approach stresses break-through improvements in quality, cost control, and alignment between IT and the business. Hank?s industry credentials include membership in ISACA, itSMF, ASQ, and PMI. He holds ITIL Service Manager with distinction in Service Delivery, Six Sigma Green Belt, and COBIT certifications. His formal studies include Computer Science, Communications Technology, and he is currently pursuing a Doctorate in Organizational Psychology.
3:45 pm–4:45 pm	Conference Sessions How to Define IT Services: The Cornerstone of ITSM (Location: Breakers C) Managing IT by service and not technology is the message of ITIL v3. Unfortunately, most IT professionals really struggle with defining IT services. In fact, some 30% of ITSM projects are unable to move forward because of this roadblock. IT service definition is the first (and most important step) in all ITIL and ITSM initiatives ? from CMDB to Service Desk. If you don't get this fundamental step right, the odds are that your entire ITSM initiative will go down in flames. Come to this session to learn an elegant and useful method for defining IT services. Walk away with a free IT service definition tool and the knowledge you need to start defining your own IT services. Speaker - Hank Marquis, Director of IT Service Management Consulting, Enterprise Management Associates Hank has more than 25 years of hands-on experience in information technology and truly understands all sides of the IT equation. His background spans managing, organizing, and optimizing IT infrastructures and organizations and he has extensive experience helping IT executives and organizations implement IT governance and operational frameworks. Hank has helped dozens of companies implement IT service management best practices. Prior to joining EMA, Hank was the Chief Technology Officer for itSM Solutions, an IT service management training and coaching organization where he oversaw development and delivery of IT management training programs. Previously, as CIO at e-commerce financial services provider Celexis, he aligned with business, guided restructuring projects, led teams to improve customer satisfaction, and designed processes and programs to measurably improve efficiency and control costs. During his time as CTO at management software company Opticom, he directed product architectures and led marketing and software development groups to align with service management best practices to improve sales and market positioning. Hank leverages his unique perspective to help transform clients from good to great by applying business-aligned IT service management principles. Hank?s down-to-earth approach stresses break-through improvements in quality, cost control, and alignment between IT and the business. Hank?s industry credentials include membership in ISACA, itSMF, ASQ, and PMI. He holds ITIL Service Manager with distinction in Service Delivery, Six Sigma Green Belt, and COBIT certifications. His formal studies include Computer Science, Communications Technology, and he is currently pursuing a Doctorate in Organizational Psychology.
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Wednesday, April 30
10:15 am–11:15 am	Conference Sessions Don't Lose Your Mind or Your Job: What Every IT Professional Should Know About CMDB (Location: Breakers C) EMA research has shown that more than 75% of IT projects fail, either by providing too little functionality or overrunning cost and time estimates. Major IT initiatives ?including CMDB projects ? are risky and oftentimes put IT leaders' reputations (and jobs) on the line. While moving forward is scary, you can't sit still and miss out on the benefits to the business. Join us to learn what every busy IT leader should know about CMDB. Discover the 10 questions every IT leader should ask when deciding if CMDB is right for their company, and listen to real-life examples of what to do (and what to avoid) when undertaking a CMDB initiative. Speaker - Chris Matney, Managing Director, Enterprise Management Associates (EMA)
11:30 am–12:30 pm	Conference Sessions How to Scope Your CMDB Project Successfully: Big Vision, Baby Steps (Location: Breakers C) Setting realistic expectations, managing project scope, and delivering timely value are challenges that cause over 50% of CMDB projects to fail. Understanding the detailed requirements for your CMDB project ? which set scope and drive the project timeline ? is the cornerstone of successful implementation. Learn about techniques used by some of the largest companies in the world to overcome "analysis paralysis" and move forward with their CMDB initiatives. Find out first-hand how to create a requirements document that will correctly scope, set priorities, and make your CMDB project actionable. Take home a free "Scoping CMDB" worksheet to help you create meaningful detailed requirements for your own project. Speaker - Chris Matney, Managing Director, Enterprise Management Associates (EMA)
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