Agenda At A Glance

08.30 – 09.15	Registration and Coffee
09.15 – 09.25	Ovum Introduction: Adam Holtby, Research Analyst, Software – IT Solutions, Ovum
09.25 – 09.40	Meet the Sponsors in ‘Just One Minute’ We invite each of our sponsors to introduce themselves to the audience in ‘Just One Minute’
09.40 – 10.10	Keynote Presentation: Roy Illsley, Principal Analyst, Software – IT Solutions, Ovum
10.10 – 10.55	Panel Discussion: How relevant is ITIL 2011 in a highly virtualized or cloud-enabled environment? How is ITIL 2011 addressing the key concerns of being an opened loop approach in dynamic environments? What are the key changes taking place in the ITSM space as a result of IT fragmentation? Where do ITIL and CoBIT overlap, and where are they complimentary? What should ITIL be doing about chargeback and increased financial transparency? With SaaS fast becoming the dominant method of application delivery, how will this impact the ITSM market?
10.10 – 10.55	Moderator: Adam Holtby, Research Analyst, Software – IT Solutions, Ovum Panellists: Roy Illsley, Principal Analyst, Software – IT Solutions, Ovum Ben Clacy, Chief Executive, itSMF UK Chris Dancy, Agent Provocateur, Knowledge Workers United, Est. 2021 Barclay Rae, Independent Management Consultant, IT Service Management
10.55 – 11.30	Morning Coffee Break and Exhibition
11.30 – 11.55	Presentation: Create, Innovate, Get out of the Cave IT has evolved so quickly that the average consumer now has access to more online services and collaboration tools at home than they do at the office. Social media and collaborative technologies are setting expectations around delivery of IT services that most IT departments fail to meet. Business managers have already started to bypass their IT departments to obtain services faster and IT appears to be losing control. If IT is to maintain its reputation and deliver value, we need to change, and change fast. This session looks at the evolution of technology and corporate IT strategy over the last few decades, highlighting the lessons we can learn from the past and predicting how we need to change to remain relevant in the future. Patrick Bolger, Chief Evangelist, Hornbill Service Management
11.55 – 12.10	Presentation and Case Study: Celonis Orchestra – Your Analytics Platform for the Next Level of ITSM Introduction to Process Business Intelligence – Get to know an innovative, cutting-edge technology that enables you to leverage your ITSM data for better performance Client Case study: See in an interactive system live-demo how this new technology is used by one of our clients to improve their service on a day-to-day basis (e.g. shift left initiatives, increase utilization and remove bottlenecks) Outlook: Using this approach as bases for a ITIL V3-oriented Continuous Process Improvement Presenter: Bastian Nominacher, Founder, Celonis
12.10 – 13.00	Guest Keynote Presentation: Knowledge Workers and the Reputation Index Economy Measuring performance is never easy. Fortunately in 2012 we have ways of measuring engagement of our teams with algorithms that will start to rival Google. When page rank turns to people rank, understand the metrics that define effective collaboration will be key to education not only your organization but making sure that you always have the “credit” you deserve. Knowledge work is based on the ability to create, consume and curate information that benefits teams, organizations and communities. When “First call resolution” becomes “Solution Virility Index” we start to envision a world of workers who are not tied to information technology but instead enable information systems. Welcome to the reputation economy Part one, Rise of the knowledge agent. Presenter: Chris Dancy, Agent Provocateur, Knowledge Workers United, Est. 2021
13.00 – 14.00	Lunch and Exhibition
13.00 – 14.00
14.00 – 14.45	Guest Keynote Presentation: Is IT Service Management the Future of IT? IT could be the heart of the modern business, IT could be the innovator of an organization, or IT could be the barrier to success. The way in which an organization engages and is engaged by its IT can be led by Service Management. This presentation will look at just why ITSM could make a real difference to how IT and business work together in the future, and consequently, how IT can help their business thrive. Presenter: Ben Clacy, Chief Executive, itSMF UK
14.45 – 15.05	Presentation: The Next Generation of ITSM – The Future is Now Presenter: Simon Kent, Head of Professional Services Group EMEA, Cherwell
15.05 – 15.30	Afternoon Coffee & Exhibition
15.05 – 15.30
15.30 – 16.15	Ovum Presentation: Fast ITSM – 20 Quick Tips for ITSM Success ITSM and ITIL have been around for over 20 years – we(should) know how to do this although we can still tend to over-egg and complicate our projects. We need to use practical and proven guidance to help make these initiatives successful and not another well-meaning but ultimately failing and costly exercise. This presentation provides 20 simple and practical ITSM tips for success that can be carried out quickly and simply, e.g.: Selling your project and getting budget Building a realistic phased plan Getting business people interested in what you’re doing Making SLAs work for you Delivering a brilliant Service Desk Making Problem Management work Using the right people Producing appropriate documentation Cutting through the culture Barclay Rae, Independent Management Consultant, IT Service Management
16.15 – 16.50	Q&A Session with Ovum and Guest Speakers
16.15 – 16.50	Moderators: Roy Illsley, Principal Analyst, Software – IT Solutions, Ovum Adam Holtby, Research Analyst, Software – IT Solutions, Ovum Panellists: Ben Clacy, Chief Executive, itSMF UK Chris Dancy, Agent Provocateur, Knowledge Workers United, Est. 2021 Barclay Rae, Independent Management Consultant, IT Service Management Laurence Scott-Mackay, Account Director, Alemba Limited
16.50 – 17.00	Ovum Closing Thoughts and Recommendations: Roy Illsley, Principal Analyst, Software – IT Solutions, Ovum
17.00	Close of Conference

NB: Ovum reserves the right to amend the programme and is not responsible for cancellations due to unforeseen circumstances. Ovum accepts no responsibility for statements made verbally or in written material distributed by any of its speakers at its conferences. In addition, Ovum is not responsible for any copying, republication or redistribution of such statements. NB: One or more of the vendors sponsoring this event may be suppliers to Ovum. Any commercial supplier arrangements are entirely separate from event sponsorship and participation. For more details, please read Ovum’s Independence Charter. If you would like specific detail about Ovum’s use of these technologies, please contact us on ovumevents@ovum.com.

28 June 2012 | CBI Conference Centre, London

Agenda At A Glance

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