| Monday, September 21st, 2009 |
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10:00AM - 11:00AM |
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| 1319-01 |
Track 1: Are Your People Ready for Change? |
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1319-02 |
Track 2: Maturity Assessments, Friend or Foe |
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1319-03 |
Track 3: The Mighty OLA |
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1319-04 |
Track 4: Defining an IT Service—The Root Cause of All IT Issues |
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1319-05 |
Track 5: From Rags to KPI Reporting |
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1319-06 |
Track 6: ITSM + PMO = NOW |
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11:15AM – 12:15PM |
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1319-07 |
Track 8: Enabling Effective Asset Management—Requisition to Receiving Automation |
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1319-08 |
Track 8: Managing the Cloud in the New Economy |
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1319-09 |
Track 8: Identifying the Root Cause & Quick Problem Resolution: An End-to-end App Performance Case Study |
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| 1319-10 |
Track 8: Sponsorship Panel: The Right Stuff: Measuring IT Performance using Business-Relevant Metrics |
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1319-11 |
Track 8: Accelerated ISO/IEC 20000 Adoption Case Study |
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1319-12 |
Track 8: Real Business Benefits, Real Easy: Successful ITSM Implementations at 7-11 & Core Media Technologies |
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2:15PM – 3:15PM |
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1319-13 |
Track 1: ITIL—Useful for Small Companies? |
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1319-14 |
Track 3: Service Desk State of the Future Report |
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1319-15 |
Track 4: Demystifying Service Catalog |
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1319-16 |
Track 5: ITIL Implementation: Qualitative Keys to Success |
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1319-17 |
Track 6: Achieving Global ISO 20000 Certification in 12 Months |
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1319-18 |
Track 7: Rethinking Key Performance Indicators (KPIs) During an Economic Downturn |
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| Tuesday, September 22nd, 2009 |
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10:00AM – 11:00AM |
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1319-19 |
Track 1: IT Strategy—The Key to Winning Executive SupporT |
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1319-20 |
Track 2: ITIL IT Service Management Transformation Journey: It’s Worth the Journey |
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1319-21 |
Track 3: Optimizing ITIL Problem Management |
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1319-22 |
Track 4: Enterprise Governance in a Virtual World |
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1319-23 |
Track 5: ITIL v3 and Virtualization |
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1319-24 |
Track 6: Teaming CobiT and ITIL for Improved Value and Service |
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11:15AM – 12:15PM |
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1319-25 |
Track 1: People & Process First, then Tools! |
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1319-26 |
Track 2: The Need for Trust: Building a Trustworthy IT |
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1319-27 |
Track 3: Implementing Change Management in a Regulated Environment: A Case Study |
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1319-28 |
Track 4: Guided Tour Through a Service Level Agreement |
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1319-29 |
Track 5: Use OLAs to Drive Down Costs and Foster Continual Process Improvement |
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1319-30 |
Track 6: From SaaS to SAS—How a Service Provider is Leveraging CobiT and ITIL for Audit Requirements |
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2:00PM – 3:00PM |
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1319-31 |
Track 1: Organizational Change—All Aboard and Rowing |
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1319-32 |
Track 2: Knowledge Management Fusion: Uniting CMDBs, CMS and SKMS |
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1319-33 |
Track 3: IT Change Management—Without the Nasty Surprises |
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1319-34 |
Track 4: Release & Deployment Management: What the Books Didn’t Tell You |
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1319-35 |
Track 5: How “Normal” Is Your IT Data |
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1319-36 |
Track 6: Frameworks: Driving ITSM Beyond Operations |
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3:15PM – 4:15PM |
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1319-37 |
Track 4: Cloud Service Management—What’s the Forecast? |
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1319-38 |
Track 8: IT Service Management: Lessons Learned from the Field |
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1319-39 |
Track 8: The Power of ITIL: Driving Consistent Global Service Delivery for a Leading IT Outsourcer |
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1319-40 |
Track 8: Delivering Customer Value from Outsourcing Your Enterprise IT Services—Applying ITIL |
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1319-41 |
Track 8: Speed Kills—Ensuring the Journey Isn’t Just a Trip in the Passing Lane |
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1319-42 |
Track 8: Extreme Management: Implementing ITIL at Oracle IT & 1,000 Customers |
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4:30PM – 5:30PM |
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1319-43 |
Track 2: CSI—Just Click Your Heels and Sprinkle Pixy Dust….Right? |
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1319-44 |
Track 3: Bridging the Gap Between Incident and Problem Management |
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1319-45 |
Track 4: Aligning IT with Real Business Drivers |
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1319-46 |
Track 5: Top Process Improvement Lessons Learned at Largest Internet Companies |
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1319-47 |
Track 6: Achieving ETE Integration/Transparency in a Large Scale Multi-Supplier Environment |
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1319-48 |
Track 7: How to Develop an IT Service Agreement |
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| Wednesday, September 23rd, 2009 |
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8:45AM - 9:45AM |
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1319-49 |
Track 1: Planning Business Manager and Customer ITIL Induction |
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1319-50 |
Track 3: Transitioning to a Knowledge-Powered Service Desk |
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1319-51 |
Track 4: The Journey to Service Catalog: You CAN Get There From Here |
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1319-52 |
Track 5: How to Measure the Value and Risk Elements that are Important to the Business |
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1319-53 |
Track 6: Implementing ITIL v3 to Obtain ISO/IEC 27001 |
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1319-54 |
Track 7: How Did P&G’s Operations Project Save $5 Million and its Continual Evolution |
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10:00AM - 11:00AM |
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1319-55 |
Track 1: Knowledge is Power—Supplanting Unconscious Incompetence |
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1319-56 |
Track 2: Roadmapping Service Management Success |
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1319-57 |
Track 3: Delivering on Your Service Management Strategy OR “What Have you Done for Me Lately?” |
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1319-58 |
Track 4: Lessons Learned from a Service Catalog Implementation |
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1319-59 |
Track 5: Does IT Measure Anything Useful? |
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1319-60 |
Track 6: Sustainable Certification |
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11:15AM - 12:15PM |
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1319-61 |
Track 1: Managing Change and Diversity |
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1319-62 |
Track 2: Tools are the Icing on the Cake |
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1319-63 |
Track 4: ITIL You Can Do It—Simple Tools Can Help |
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1319-64 |
Track 5: Aligning Service Catalog with Service Performance Reporting |
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1319-65 |
Track 6: It Doesn’t Take a Howitzer to Kill a Housefly |
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1319-66 |
Track 7: Lessons Learned Implementing ITIL in a Children’s Health Care System |
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