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Events > Problem Mgt Seminar - Feb 2012 - Biographies
Biographies & Presentation details
Bios and Case Studies: Problem Management Seminar
Vawns Guest - Pink Elephant
Vawns Guest is an ITIL Consultant at Pink Elephant. Vawns has in depth practical knowledge of ITIL, COBIT and associated best practice frameworks and has written multiple articles and whitepapers for the itSMF UK.
Vawns is a qualified ITIL expert and is the Chair of the itSMF UK Transition Management SIG.
"Incident Problem & Availability Management - The New Holy Trinity"
We all know that Incident and Problem Management, if working well, can reduce interruptions to the end user and improve service quality for the business. From an end user's perspective though, availability is the name of the game. While most organisations have the basics covered with Incident Management, how many use Problem & Availability Management to look at the underlying cause of Incidents at a service as well as a component level?
Key Takeaways:
How to use Incident and Availability Management to support your Problem Management Process and improve both quality of service and the business perception of IT.
David D'Agostino - Service-Now.com
David D'Agostino has worked in a variety of roles in the IT world for more than thirty years. Leveraging his broad experience in product marketing, consulting and sales, David joined the ServiceNow team to help expand the customer footprint and capitalize on the company's substantial momentum in EMEA. Prior to joining ServiceNow, David was a product marketing manager at HP for the Service Manager product line, a position held since joining HP with their acquisition of Peregrine Systems in 2006. He was one of the original start-up team for Peregrine Systems in the UK, joining in 1991.??David's IT career began with various positions in systems programming and operations at Marathon International Petroleum, Glaxo, and MSA.
"Is the cloud a 'problem' for problem management?"
What is the Cloud? What does Software-as-a-service really mean? And how can you use cloud services in your business today? Drill more specifically into areas of tooling and technology that can take advantage of new Cloud and SaaS based techniques to make Problem Management both more effective and efficient.
In this session, ServiceNow - who pioneered ITSM as a SaaS offering - will:
Explore how recent changes to IT service models and technologies have created unique opportunities - and challenges - and how to address them.
Explain how the Cloud might offer opportunity for savings in cost and improvement in IT's effectiveness for modern business
Hear some real life case studies of how users of SaaS based ITSM tools have benefitted by adopting this approach.
Key Takeaways:
- What is this 'Cloud' that we keep hearing about, and Why is it more than a storm in a teacup.
- When should I start thinking about how I can benefit? And who need to be engaged in my organization?
- Where should I start? How can I use the cloud to help me to introduce or improve Problem management?
John Griffiths - Fox IT
John has been a frequent presenter at itSMF UK events in many countries over the years. He has delivered training courses in over 30 different countries and also works as a consultant on client projects enabling him to combine the real life examples to the training theory.
"Are you communicating problems or having problems communicating?"
Keeping all interested parties involved in problem progression is a skill often neglected or overlooked. It can cause frustration and unnecessary friction. This presentation will look at some concepts for maintaining effective communication and highlighting common issues which lead to dissatisfied customers or other people involved in the problem process.
Key Takeaways:
- Identifying the appropriate communication needed in the problem lifecycle
- Highlighting the issues which cause poor communication
- Recommendations for improving the situation
Mike Evans - ITS / Rich Starkey - Oasis Healthcare
Mike Evans is a seasoned IT Professional with two decades experience working in the Infrastructure arena, Mike Evans started in a 1st Line support role and worked through 2nd, 3rd line & line management to eventually become Head of Technology at ITS where he is fully responsible for the Service Desk
Richard Starkey kick started his IT career 20 years ago as a tutor at Bristol University, before moving on to work with IBM as a UNIX Trainer. After working in various field engineering and support roles, he moved into the Managed Services area, working on and eventually running a 24x7 National Service Desk. Richard has been working for Oasis Healthcare for three years, and is responsible for all live service functions, supporting over 2000 users across 200 sites
"IT Service Delivery from a 3rd Party - Jumping from Reactive to Proactive"
Outsourcing some or all of your IT function is becoming an ever pressing decision in tough economic times - how can outsourcing lead to making the jump from offering your organisation reactive IT support into a proactive model.
Key Takeaways:
- Identifying the potential pitfalls in the initiation stages of outsourcing
- ITIL as the bridge between client and supplier
- Transitioning from Reactive to Proactive Support Model
