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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 |
8.5 steps to make ITIL stick!
Neil Whittington, Arturian Limited
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Efficiencies and satisfaction soar in COTEMAR: an ITIL true story
Teresa Lucio, CCA Mexico
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Continual Service Improvement comes from within
Richard Wolstenholme, Fox IT
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Optimising services by improving incident management
Sarah Lascelles, Interserve project Services Ltd |
Service Design and the Service Catalogue – A practical approach and case study
Colin Rudd, IT Enterprise Management Services Ltd |
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Relationship management – an evolving story
Connor O-Brien, Eversheds LLP |
Service Catalogue – Theory into practice – a successful implementation
Keith Spiers, Nottinghamshire County Council |
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Re-energising ITIL: What to do after the project has gone
Helen Carter & Gary Watts, PA Consulting Group |
ISO20000 in a small IT team – The Sandwell Homes story
Ken Homes, Public IT Ltd |
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Establishing Service Transition Management
Karen Falconer & Shez Rawsthorne-Houghton, Independent Consultants |
5 tips for developing an ITSM strategic road map
Troy DuMoulin, Pink Elephant |
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All you need to know about the Service Catalogue in 40 minutes!
Rob Stroud, Computer Associates |
Service Catalogue Management – lemming or leader?
Tony Gannon, Red Badge Ltd |
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Clear IT services today or an uncertain future tomorrow?
Peter Berghamm, BiTA Service Management |
Process knowledge: Structure and usage
Steve Straker, Fujitsu Services |
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IT Service Catalogue – cornerstone for ITIL success
Steve Badger, Newscale |
Benchmarking IT: How much you should spend and where
Ian Reeves , Gartner |
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Service Catalogue: What is it? What everyone should know
Karen Brusch & Dave White, RWE Systems UK Ltd |
Understanding the Service Catalogue
Mark O'Loughlin, IT Alliance |
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Delivering IT Services on a massive scale: Case studies in best practice
Mark Hall, HM Revenue and Customs |
The control freak cometh: Applying best practice for infrastructure compliance
Keith Moncton, CTG (UK) Ltd |
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How to deliver business-driven demand planning
Danny Quilton, Capacitas Ltd |
Call the shrink! Using transactional analysis to diagnose your service organisation
Rachel Dunscombe, NHS North West SHA |
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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 |
Customer satisfaction tells the IT story… How to READ it!
Laura Tinoco, Customer Care Associates |
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IT Governance in real life – with a little help from ITIL and CobiT
Christian Nissen, CFN People |
Engaging the bored board
Michelle Major-Goldsmith & David Stephens, Sysop |
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Sopra Group and easyJet's agile team-working delivers real benefits
Bob Craig, Sopra Group |
ITSM and information security – bridging the gap
Declan Nolan, Devoteam |
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How to identify and retain talents in an IT organisation
Luciana Abreu, BCS |
Does your IT service organisation measure anything useful?
Ivor Macfarlane, IBM |
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Service Management and the youth of the today
Claire Burn, Northumbrian Water |
Don't upset the chef
James Finister, Woolston Ltd |
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But ITIL isn't all I do!
Helen Sussex, Logica |
Contextual learning - beyond training to readiness
Neil Whyte, G2G3 |
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Competence not pieces of paper
Aidan Lawes, AL Services |
People - the grit in the machine?
Peter Johnson, AM Consulting |
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Journey to stardom: Three ISM members track their route to success |
Winning hearts and minds
Jane Suter, Hampshire County Council |
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How to continue making CCRM process improvements during the credit crunch
Vawns Guest, CGI ISMC (U.K.) Limited |
Continual Service Improvement – All things considered
Stuart Wright, Pro-Attivo |
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ITIL V3, the opium of ITSM?
Kevin Holland, NHS |
ITIL Service Strategy: Balancing demand, supply & cost
Andy Bolton, Capacitas Ltd |
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SFIA so good 4 us
Paul Thompson, Red Badge Ltd |
Business to IT alignment model at Centrica
Richard Huntley, Centrica |
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Service Management in difficult economic conditions
Adam Poppleton, Hampshire County Council |
Projects into Service – ITIL ® Service Transition
Shirley Lacy, ConnectSphere |
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ITIL V4? ISO20000? V3? Service Management for business process outsourcing
Lynda Cooper, Service 2000 Ltd |
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The ABC of IT Workshop
Dave Jones, Pink Elephant |
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Risk management in practice!
Signe-Marie Hernes Bjerke, DNV Certification Limited |
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