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Monday 9th November |
Tuesday 10th November |
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End-to-end service measures - a low cost approach!
Ian Macdonald, The Co-op Financial Services
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BSM Success: What does that really mean?
Lance Mitchell, ASG
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Efficiencies and satisfaction soar in COTEMAR: an ITIL true story
Teresa Lucio, CCA Mexico
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Service Design and the Service Catalogue – A practical approach and case study
Colin Rudd, IT Enterprise Management Services Ltd
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Optimising services by improving incident management
Sarah Lascelles, Interserve Project Services Ltd
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Service Catalogue – Theory into practice – a successful implementation
Keith Spiers, Nottinghamshire County Council
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Relationship management – an evolving story
Connor O'Brien & Wendy Owen, Eversheds LLP
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ISO20000 in a small IT team – The Sandwell Homes story
Ken Holmes & Richard Griffiths, Public IT Ltd
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Re-energising ITIL: What to do after the project has gone
Jason Lewis & Michael Harman, PA Consulting Group
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5 tips for developing an ITSM strategic road map
Dave Jones, Pink Elephant
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Establishing Service Transition Management
Karen Falconer & Shez Rawsthorne-Houghton, Serco & Independent Consultant
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Service Catalogue Management – lemming or leader?
Tony Gannon & Peter Burgess, Red Badge Ltd
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Introduction to ITIL & ISO/IEC20000
Don Page, Marval
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Process knowledge: Structure and usage
Steve Straker, Fujitsu Services
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Can I Have Cheese With My Burger Please?
Rob Stroud, CA
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Benchmarking IT: How much you should spend and where
Ian Reeves, Gartner
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IT Service Catalogue – cornerstone for ITIL success
Steve Badger, Newscale
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Service Catalogue: What is it? What everyone should know
Karen Brusch & Dave White, itSMF SLM SIG
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Attractive Services today or be out of service tomorrow - the effects of Service Orientation
Peter Bergehamn & Rolf Norrman, BiTA Service Management
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The control freak cometh: Applying best practice for infrastructure compliance
David Stephenson, CTG (UK) Ltd
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Delivering IT Services on a massive scale: Case studies in best practice
Mark Hall and Andrew Levitt, HM Revenue and Customs & Capgemini
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Call the shrink! Using transactional analysis to diagnose your service organisation
Rachel Dunscombe & Stuart Buckton, NHS & Independent Consultant
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How to deliver business-driven demand planning
Danny Quilton, Capacitas Ltd
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Customer satisfaction tells the IT story… How to READ it!
Laura Tinoco, Customer Care Associates
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Injecting the Service Management gene into the organisation's DNA – a collaborative approach
Rohit Nand, Infosys Technologies Ltd Consulting & Monty McCoy, Syngenta
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Engaging the bored board
Michelle Major-Goldsmith & David Stephens, Sysop
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IT Governance in real life – with a little help from ITIL and CobiT
Christian Nissen, CFN People
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ITSM and information security – bridging the gap
Declan Nolan, Devoteam
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Sopra Group and easyJet's agile team-working delivers real benefits
Bob Craig & Colin Rees, Sopra Group
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Does your IT service organisation measure anything useful?
Ivor Macfarlane, IBM
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How to identify and retain talents in an IT organisation
Luciana Abreu, BCS
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Don't upset the chef
James Finister, Woolston Ltd
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Service Management and the youth of the today
Claire Burn, Northumbrian Water & Alison Brown, University of Teeside
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Contextual learning - beyond training to readiness
Neil Whyte, G2G3
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But ITIL isn't all I do!
Helen Sussex & Terry Hodge, Logica
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People - the grit in the machine?
Peter Johnson, Fairday Research Limited
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Competence or pieces of paper?
Aidan Lawes, AL Services
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Winning hearts and minds
Jane Suter, Hampshire County Council
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Aspire, SFIA in action
Joanne Miklo, Leeds City Council
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Service Management won’t just be about supporting business processes
Matthew Burrows & Julian Browning, BSM Impact Limited
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How to continue making CCRM process improvements during the credit crunch
Vawns Guest, CGI ISMC (U.K.) Limited
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Taking ITIL Back to the Future - IT Service Management in the Data Centre
John Windebank, Sun Microsystems Ltd
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ITIL V3, the opium of ITSM?
Kevin Holland, NHS & Brenda Peery, Tractare
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Continual Service Improvement – All things considered
Stuart Wright & Derrick Taylor, Stockport Council
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SFIA so good 4 us
Paul Thompson, HMRC
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ITIL Service Strategy: Balancing demand, supply & cost
Andy Bolton, Capacitas Ltd
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Service Management in difficult economic conditions
Adam Poppleton, Hampshire County Council
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Business to IT alignment model at Centrica
Richard Huntley & Keith Poulter, Centrica
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ITIL V4? ISO20000? V3? Service Management for business process outsourcing
Lynda Cooper, Service 2000 Ltd
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Projects into Service – ITIL ® Service Transition
Shirley Lacy, ConnectSphere
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The ABC of IT Workshop
Dave Jones, Pink Elephant
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Service Catalogue: 'Supply Chain' Management for IT
Barclay Rae, Axios Systems
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Risk management in practice!
Signe-Marie Hernes Bjerke, Det Norske Veritas
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Five Steps to Reduce IT Operations Expenses with Process Automation
David Mount, NetIQ UK Ltd
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Create agility, reduce cost and bridge operational silos in your business
Nick Drabble, IBM
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Phoenix - A Business Continuity Simulation
Stuart Laing, G2G3
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The HP Optimised Data Centre (DC) Simulation
John McDermott & Steve Stroud, HP |
Successful IT Service Management - Lessons Learned from ITSM Programme
Trevor Pullen & Graham Huzzey-Morgan, HP
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Polestar ITSM - An IT Service Management Simulation
Stuart Laing, G2G3 |
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