Programme Highlights (All Times GMT +1) |
| 14:00 |
| Opening Remarks from Moderator
Mike Simons
[Editor, ComputerWorld UK]
| |
|
| 14:05 |
| The Strategy for Success
Chris Dowding
[Fox IT] | | The presentation outlines the roadmap of activities
that must be performed to ensure the business
drivers for success are achieved in a manner that
will compliment existing Service Management
solutions, without compromising the existing day
to day ctivities and integrity of the service
provided. It identifies the stages that must be
performed prior to implementing a solution and a
number of the pitfalls that must be avoided.
|
| 14:50 |
| How to create an automated service management structure aligned to business need
Jack Robertson-Worsfold
[iCore Ltd] | | The presentation will describe how, by defining a
clear set of business aligned services (in a Service
Catalogue) and defined and agreed metrics (via Operational Level Agreements and Underpinning contracts) significant improvements can be realised in the reporting of IT service performance against business need. |
| 15:35 |
| Building a Foundation for an effective approach to process automation
Chip Mason
[IBM] | | This presentation provides practical insights and
guidance on how to approach process automation
in support of incident, problem, change &
configuration management, and/or asset
management from a business goals, technology, organizational, and process perspective. It looks
at the relationships between CMDB Systems,
different approaches to process automation, and specific cultural and organizational concerns.
Finally it will focus on demonstrating business
value and benefits while setting realistic
expectations.
|
| 16:20 |
| For the Customers ........ we change and automate
Mathew Burrows
[BSM Impact]
| | During this session, Matthew Burrows will explore
the various challenges (such as automating
business processes), examining trends and changing customer behaviour/requirements (including self-service). He will also look at strategies for the survival of technology departments, changing accountabilities, and the need to further develop
core Business Service Management (BSM)
capabilities (including Business Relationship Management and Service Modelling).
|
| 16:55 |
| Closing Remarks
Mike Simons
[Editor, ComputerWorld UK]
| |
|
