Programme Highlights (All Times GMT +1) |
14:00 |
| Opening Remarks from Moderator Mike Simons [Editor, ComputerWorld UK] | |
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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.
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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).
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16:55 |
| Closing Remarks Mike Simons [Editor, ComputerWorld UK] | |
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