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Friday, November 6, 2009
Saturday, November 7, 2009
Sunday, November 8, 2009
Monday, November 9, 2009
| 7:00am - 8:00am |
Breakfast |
| 7:00am - 6:00pm |
Registration and Information Desk |
| 8:00am - 9:15am |
General Session: Do We Need All These Elephants?, Malcolm Fry
|
| 9:30am - 12:30pm |
Workshop Block 1
101: Effective Negotiation Skills for Daily Life, Rae Ann Bruno
102: Implementing Best Practices in Service Restoration, Jim Bolton
103: Knowledge Management Best Practices within Service Management, Rick Joslin
104: Operational and Service Metrics: Justifying Staffing for Service Levels, John Custy
105: IT Service Management in the Federal Government: A DISA Case Study, Amelia Speth, Drew Jaehnig
106: The Secrets of Successful Business Service Management: How IT Has to Operate in Today's Uncertain Economy, Hank Marquis
|
| 10:45am - 11:15am |
Morning Beverage Break |
| 12:00pm - 3:00pm |
Exhibit Hall Open |
| 12:30pm - 2:30pm |
Lunch |
| 2:30pm - 5:30pm |
Workshop Block 2
201: ITSM Organizational Structures and Leadership Requirements for Success, Deima Elnatour
202: IT Service Management for Service Desk Management: The Basics… (and it's not just about ITIL)
203: Implementing Proactive Problem Management, Julie Mohr
204: Continual Service Improvement: Why Good Enough is Never Good Enough, Shane Carlson
205: Performance-based Contracting, Thomas Donovan, Jim Travis
206: Developing the Business Case for your Service Management Program, Mark Shell
|
| 3:45pm - 4:15pm |
Afternoon Beverage Break |
| 5:00pm - 7:30pm |
Exhibit Hall Open |
| 5:30pm - 7:30pm |
Welcome Reception in Exhibit Hall |
Tuesday, November 10, 2009
| 7:00am - 8:00am |
Breakfast |
| 8:00am - 9:15am |
General Session: Unlocking Employee Loyalty to Drive Success, Jake Poore
|
| 9:30am - 12:30pm |
Workshop Block 3
301: The Blueprints for Building, Leading, and Sustaining a World-Class Team, Jake Poore
302: The IT Service Management Implementation Plan: A Phased Approach to Improving Service Delivery and Support, Katherine Lord
303: Critical Service Management Priorities in a Shared Services Delivery Model, Maria Ritchie
304: Determining KPIs That Drive Success, Hank Marquis
305: Streamlining Department's Information Technology Services: Defense ITIL, Drew Jaehnig, Joe Paiva
306: Selecting and Evaluating Technologies, Bob Last
|
| 10:45am - 11:15am |
Morning Beverage Break |
| 12:00pm - 2:30pm |
Exhibit Hall Open |
| 12:30pm - 2:30pm |
Lunch |
| 2:00pm - 2:15pm |
Service Management Exhibit Hall Prize Giveaway |
| 2:30pm - 5:30pm |
Workshop Block 4
401: Coaching, Mentoring, and Performance Reviews for Improved Performance, Rae Ann Bruno
402: Making Effective Service Catalogs a Reality for You, Shane Carlson
403: Process Maturity Models and self-Assessment Tools: Your Roadmap to the Next Level, Deima Elnatour
404: Balanced Scorecard: How to Measure IT's Value to the Business, Julie Mohr
405: Service Desk as an “Enterprise Service Desk,” Boyd Bowling
406: How to Implement a Lite Version of ITIL v3, Malcolm Fry
|
| 3:45pm - 4:15pm |
Afternoon Beverage Break |
| 5:30pm - 7:00pm |
Happy Hour Networking Cocktail Reception |
Wednesday, November 11, 2009
| 7:00am - 8:00am |
Breakfast |
| 7:00am - 1:00pm |
Registration and Information Desk |
| 8:00am - 9:15am |
General Session: Coping, Controlling and Capitalizing on Change, Robert Stevenson
|
| 9:30am - 12:30pm |
Workshop Block 5
501: Mastering the Human Side of ITSM, Katherine Lord
502: Defining and Valuing IT Service: In Hours, Not Weeks!, Hank Marquis
503: Effectively Managing Service Change and Deployment, Julie Mohr
504: Service Quality Measurement, John Custy
505: Quality Assurance Monitoring: Call, Ticket, Knowledge and Email, Rick Joslin
506: Business Alignment: The Key to Your Future, Jim Bolton
|
| 10:45am - 11:15am |
Morning Beverage Break |
| 2:00pm - 5:30pm |
Post-Conference Workshops
Post-1: Disaster Recovery/Business Continuity Planning for Busy IT Managers, Bob Last
Post-2: Virtualization Demystified: All You Need to Know to Ensure You Survive and Thrive, Deima Elnatour
Post-3: Service Desk Salvation: Value and Visibility through Continual Service Improvement, Maria Ritchie
Post-4: Verizon Business Site Tour
|