Temat: itSMF USA: The People Side of IT GOVERNANCE. Oct 22, 2009...

itSMF USA: The People Side of IT GOVERNANCE. Oct 22, 2009

Stowarzyszenie itSMF USA zaprasza na darmową konferencję on-line w języku angielskim, pt.: Customer Service: The People Side of IT Governance
October 22, 2009 1-4 pm Eastern (19-20 czas letni środkowoeuropejski)

Potwierdź obecność na Goldenline:
http://www.goldenline.pl/spotkanie/itsmf-usa-e-symposi...

Rejestracja i konferencja online
http://itsmfusa.brighttalk.com/





Tematyka IT Governance/ITSM na Goldenline:
VAL-IT .. Value Governance of IT Investments
RISK-IT .. Enterprise IT Risk Governance
IT Service Management .. ITSM
COBIT Control Objectives for IT
Best Management Practice



Read below for the full program details for our FREE on-line conference on 10/22!

OCTOBER ON-LINE CONFERENCE PROGRAM

Customer Service and The People Side of IT Governance is truly – to use the old saw – where the rubber meets the road in IT. All the process and all the tools in the world won’t help if the customers we are supposed to serve do not perceive that they are being well-served and it is only our people who have the power to engender that positive perception. Conversely, failed implementations can almost invariably be linked back to failures to properly manage people and expectations. Furthermore, compliance with any process, legal or reporting requirement can only be as good as the people upon whom the requirement relies. This itSMF USA The Forum On-Line Conference focuses on the “people side” of IT service management implementations. We’ll start with looking at the good practices of managing people through change and compliance and finish with case studies by two itSMF USA Project of the Year nominees.

Opening remarks by Moderator Jayne Groll, President of ITSM Academy. After the opening keynote, Jayne will be joined by Dennis Ravenelle, itSMF USA Awards Chair, who will provide a bit of context to this year’s incredible list of Project of the Year nominees and introduce Thomson Reuters’ Roger Bennett.

Best Practices for Managing People Through Change and Compliance

Atwell Williams, Solutions Architect, Office of the CTO at BMC Software

Every business has to deal with compliance issues, and most do so by focusing on process and tools. And while these aspects are indeed critical, no compliance program will succeed if the people are not on board. This presentation addresses best practices for managing people through change and leading them to adopt compliance.

Merging ITIL, Building Teams – Lessons Learned from the Thomson Reuters Merger

Roger Bennett, Global Head of Operations Process Management at Thomson Reuters
Recipient of the itSMF USA 2009 Project of the Year Award!

During a merger, what does it take to successfully integrate the technology processes? The answer is: the right process, proper planning, and prepared people. Roger Bennett will discuss his team’s challenge of integrating two separate ITIL implementations into a new ITIL strategy. This project considered the impact of change on the people, and how best to win them over to the new processes through communications, training, and team building. Good ITIL implementations rest on several things - people, process, tools, and data. The merger has taught us that if you get the people right, the rest will follow.

Beyond Process Improvement: Better Business Outcomes in Clinical IT

Joel Splan, Director, Infrastructure and Operations at Northwestern Memorial Hospital
itSMF USA 2009 Project of the Year Award Nominee!

In December of 2006, Northwestern Memorial Hospital launched a project to improve overall operations based on industry-leading best practices and frameworks. The vision was that by embracing IT industry best practice they could leverage a sustainable, measurable operating framework. The result was an understanding of how customers viewed IT and what they really wanted and needed. This presentation will focus on how NMH redesigned the organization and "baked" their customers’ needs and desires, articulated in four business drivers, into the IT culture.

Roundtable Discussion

Submit your questions for all of today's speakers to discuss and debate!


Potwierdź obecność na Goldenline:
http://www.goldenline.pl/spotkanie/itsmf-usa-e-symposi...

Rejestracja i konferencja online
http://itsmfusa.brighttalk.com/