Kansas City IG: ITSM in a Multi-Model Environment

How do you cope, and excel, when you know how your IT department needs to evolve but no one else seems to understand? The process of introducing an organization to a new way of doing things can be very frustrating and uncomfortable.

This presentation is a pragmatic complement to improvement frameworks such as the ITIL CSI model and John Kotter’s 8-step change model. This webinar focuses on what it’s like to be the person pushing for change, and how to build short-term wins, “anticipated pains,” and feedback loops to successfully “ride the maturity model wave” from one level to the next.

Speaker Bio:
John Borwick has worked in higher education for over 10 years–principally at Wake Forest University from 2003 to 2012, where he was a systems administrator, team lead, assistant director for data delivery, associate director for continual service improvement, director of service management, and finally director of the portfolio management office (including service management and project management).

This session on ISO/IEC 20000 is primarily focused on deep diving into Service Level Management and its relevance in the overall Service Management System.

By the end of this webinar, you would have a fair understanding on the requirements and implementation guidance to fulfill the ISO 20K Clauses pertaining to Service Level Management.

Frameworks, Standards and Models - What's Out There and Which Should I Use?

In the IT Governance environment there are multiple frameworks, models and standards to choose from. A challenge for most organizations is simply understanding what all of these are, and which ones are applicable or appropriate for them. Some common questions include: If we’re using ITIL, should we consider COBIT? How does Kepner Trego fit with ITIL? Will using Six Sigma compete with ITIL’s CSI? How does ISO 20000 leverage ITIL? In this insightful presentation on Frameworks, Standards, and Certifications explore the many models that are available today: what they are, how they fit, and why choose them. We’ll look at the essential information as well as the applicability of the following: ITIL, COBIT, SIX SIGMA, ISO20000, KEPNER TREGO, PRINCE2, AGILE, and TIPA to name a few.

About the Speaker

Mark Thomas is the President of the itSMF Cobit SIG and previously served as the President of the itSMF Kansas City LIG. As a nationally known ITIL and CobiT expert with over 20 years of professional experience, Mark’s background spans leadership roles from datacenter CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams, managed enterprise applications implementations, and implemented governance processes across multiple industries. Mark has a wide array of industry experience with ‘Big Five’ consulting in the health care, finance/banking, manufacturing /distribution, services, high technology, and government verticals. Mark is a problem solver who is committed to solving hard problems and delivering excellent strategic results. Additionally, Mark has forged a reputable competency as a consultative trainer and speaker in several disciplines receiving exemplary evaluations.

itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Design & Transition of New or Changed Services

Many people will be traveling during the upcoming holiday season. When I was a kid my family would travel for many hours to see family that lived several states away. It did not take long for my parents to get tired of the question, “are we there yet?” To me it seemed like an endless progression of miles to finally reach our destination.


Similarly, many IT organizations are busy getting things done in a never ending flurry of activity that leaves many wondering what the purpose of that activity really is. This frequently means that a lot of money, effort and activity are put into IT projects that just don’t seem to reach an end or satisfy customers. Unfortunately, much of the activity itself is not focused on a consistent strategy that really defines where we are going, and therefore we cannot answer the question, “are we there yet?”

So, what does strategy mean for you? Does your organization have a “strategy”?
•How do you translate strategy into action, make it work, make it relevant?
•How do you know when it is time to revisit your strategy based on results?
•Has cloud computing added complexity to your strategy?

Sponsored by BMC.

This session answers the burning questions:
•Why assess ITIL processes?
•What assessment models are available in the market?
•What is ISO15504, and how is it used?
•How ISO15504 ensures quality maturity assessments?
•How TIPA for ITIL helps organizations improve their maturity?
•What is included in TIPA?

itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Establish & Improve the SMS

Improve the "Business of IT" by using a measurement framework & metrics that matter most. Metrics are important to management. What's not measured cannot be managed. But what should be measured, why & how?

If you're experiencing any of these symptoms, then this session is for you:

• not sure what or how to measure
• IT metrics don't seem to support business goals
• too busy fighting fires to become more proactive
• business/IT goals not measured
• priorities focus on noise vs. what's important
• efficiency, effectiveness, quality not well understood
• reduced visibility resulting in loss of control

Metrics validate your IT strategy & vision; provide direction with targets & metrics; justify changes with a means to gauge value-realized; signal when to intervene with corrective actions. Hear case studies & examples that help you improve alignment, meet compliance & drive service excellence. Learn the secrets of how measurement frameworks works & take away a roadmap with actionable steps. Let's get IT started.

About the Speaker
David Smith is the President of Micromationinc.com, an IT Consultancy that specializes in IT service optimization. David is also a certified TCO Expert, ITSM Expert & ISO 20000 Consultant. He has 30 + years of experience in managing & improving the quality, efficiency & effectiveness of IT service delivery for commercial IT vendors as well as the internal IT organizations of well-known private & public sector companies.

David is the author of “Implementing Metrics for IT Service Management” ISBN: 9789087531140 & contributing co-author of "IT Service Management - Global Best Practices" ISBN: 9789087531003.

A Practical Approach to Service Catalog Management

Does your team receive requests for services you don’t provide? Do they ask for help with items you don’t support? If you answered yes to either of these, then your organization can benefit from publishing a Service Catalog (SC).

The SC identifies what you support & provides users with needed information. It is a starting point for setting customer expectations, managing service levels & increasing customer satisfaction. You can also use the SC to automate users support for routine requests like ordering printer toner, resetting passwords, or upgrading to a new version of software. This frees first level support for more business-critical support issues.

This workshop provides a practical, effective approach for implementing a SC without requiring additional people resources. You will learn how to plan, implement, promote & maintain the Service Catalog. This workshop includes guidance, samples & templates for:

• Getting started
• Evaluating & choosing a format
• A process for writing, reviewing & publishing SC entries

Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training & consulting in various areas of ITIL, Communications, Internal Marketing, Metrics & ITIL Process Improvement. Rae Ann uses lessons learned from her career with Eaton Cutler-Hammer & Siemens Energy & Automation & her training & consulting engagements. She is experienced in implementation of various ITIL processes, building continual learning cultures, developing employee skills & facilitating organizational culture change. Rae Ann is a Faculty Trainer for HDI & a regular speaker at HDI local chapter meetings, & support industry conferences. She is the author of 2 HDI focus books & Ann holds various ITIL intermediate certifications, all HDI certifications & is a member of the HDI International Standards Committee.

Sun Tzu, “War is always political in nature.” Strategy guides your energy to achieve a political end. A senior strategy consultant will guide you through a process of thought to clarify your Service Management objective, understanding your capabilities and marshal the resources to attain the goals. While developing your service strategy, we will have some fun and juxtapose this activity against the most well known writings about leading with wisdom – “Sun Tzu: The Art of War”.

| Summary |

Utah State University's CIO will share the institution's IT re-organizational philosophy and story to illustrate how they brought "central" and "departmental" IT together to create unified and shared services to increase efficiency and service.

| Speaker Bio |

Eric Hawley is the Chief information Officer and Associate Vice President for Information Technology at Utah State University (USU) and an Adjunct Professor in the Huntsman College of Business. Dr. Hawley’s executive responsibilities include providing strategic information systems direction to the institution and focusing the efforts of approximately 90 full time employees in support of the University’s mission. He holds a Doctor of Philosophy degree in Education, a Business Masters degree, and a Bachelors degree in Computer Engineering. Dr. Hawley’s focus over the last six years has been a strategic and comprehensive restructuring of all information systems, services and policies focusing on better use of technology to meet needs. This effort has created a successful unified approach to a broad range of information systems and services. In addition to his executive roles, he enjoys teaching IT strategy, technology, e-commerce, and financial topics, and is often asked to present locally and nationally. He prefers being known simply as Eric, a happy father of five, who just happens to be able to explain a lot of acronyms. People enjoy his humor and ability to share useful information with everyone, especially “non-techies!”

ISO/IEC 20000 SMS Under the Microscope – Governance, Documentation and Resource Management



Speaker Bio: Mart Rovers, President of InterProm USA, has over 30 years of experience in IT and has been consulting and training in IT Service Management and Information Security Management since 1992. Mart is a certified ISO/IEC 20000 Internal Auditor and Executive Consultant/Manager (Master). He has led numerous organizations towards becoming ISO/IEC 20000 and ISO/IEC 27001 certified and is an accredited instructor for ISO/IEC 20000, ISO/IEC 27001, and ITIL training courses

We hear the words, IT-business alignment and achieving this seems like a valuable goal. But is even that enough? Is it even possible or is it a pipe dream? Shouldn’t we strive to be not just aligned with the business but actually driven by the business?
This session explores what our IT world would look like if our technology, services, culture and actions where truly business-driven. We’ll discuss what behaviors would be seen from both customers and IT in a business-driven IT organization and how to create those behaviors. We will discuss transforming our metrics and our message, questioning all our pre-conceived notions of how IT operates. We’ll discuss a practical path to achieving the goal and the risks to be addressed along the way.

Bring Your Own Device (BYOD) seems to be one of the hottest buzzwords these days, but for many organizations it’s a reality that has already hit home. A majority of these organizations struggle with how to deal with their customers bringing their own devices to work. Five words. Embrace it, but be smart! Kelly will share thoughts on the necessary foundations and governance needed to successfully manage BYOD.

Presented by Kelly Lowe, , Sr. Service Management Advisor at Cask, LLC. Kelly is an ITIL® Expert, and 6 Sigma Black Belt.

This presentation will provide insights into the use of ITIL leading to ISO/IEC 20000 certification. The discussion will also touch on CMMI for Service and COBIT.

James Howard, General Dynamics Information Technology

Jim has been with GDIT for 40 years, more than 30 of which have been involved in Service Management. The last 6 of which as the ITSM Program Manager. His varied assignments have included 18 years in Europe and 8 in Hawaii. He has spoken frequently at government conferences and this year’s Pink Elephant Conference in Las Vegas. Jim holds a number of ITSM certifications including:

•ITIL v2 Service Manager and ITIL v3 Expert
•ITIL v3 Service Operations, Operational Support & Analysis and Release Control and Validation Intermediates
•Certified Process Design Engineer (CPDE)
•Certified ISO/IEC 20000 Consultant/Practitioner/Auditor
•Accredited Instructor for the above certifications
•COBIT Foundations