IM and PM Implementation for Business Results
Date: Tue, 13-Oct-09, 01 PM - 04 PM
Location: Direct Supply | Directions
Hosted By: Direct Supply
To RSVP: Click on the RSVP link to the right.
Cost: There is no charge for attending this event.
Presentation Detail
- Origin of Kepner-Tregoe processes (as mentioned in ITIL®) and their role in Incident and Problem Management
- How to improve Incident and Problem Management in the larger business context?
- Implementation requirements in evolving your Incident & Problem Management Implementation to achieve “hard” business results
- Results achieved by different companies
- A sense of what KT’s Problem Management is about – via a demonstration in which you will participate to solve the problem
Speaker: Christoph Goldenster
Global VP Service Excellence Practice
Partner, Kepner-Tregoe, Inc.
Christoph Goldenstern leads a global team of consultants who serve clients in a range of high tech industries. The focus of the technology practice is grounded in service excellence. In addition to supporting KT ResolveSM, Kepner-Tregoe’s ITIL®-recognized approach to troubleshooting that is used in the support organizations of many of the largest tech companies, Christoph’s team provides a full range of consulting services called Service Value ManagementSM, dedicated to helping clients achieve strategic and operational improvements.
Christoph takes a holistic approach to life. “Rather than look at things in isolation, it is important to really understand the different variables in a situation, how they work together, and how they impact each other. With an appropriate strategy in place, a business can achieve significant improvements in customer service, operations, and the bottom line.”
Clients such as Nokia, Siemens and IBM are thankful for Christoph’s holistic perspective and strategy expertise. For IBM Rational, Christoph and his team developed and implemented a strategy that dramatically improved the quality of technical support. By taking into account both processes, tools and the people, the team helped raise IBM’s customer satisfaction rating above 90%, reduced the backlog of unresolved cases by nearly half and sustained these improvements over the last three years. The Technology Practice has consistently achieved outstanding results in service excellence projects for clients throughout the world.
Prior to joining KT, Christoph provided business and marketing strategy to a host of business-to-business clients. He earned a Diplom-Kaufmann from Hochschule Bremen in Bremen, Germany and was a foreign exchange student at the University of North Carolina in the United States.
top
Focus On Financial Management
Date: Tue, 09-Jun-09, 01 PM - 04 PM
Location: Sheraton Milwaukee Brookfield Hotel | Directions
Hosted By: Forsythe
To RSVP: Click on the RSVP link to the right.
Cost: There is no charge for attending this event.
Meeting Agenda
The format is two 50 minute presentations and then joint question and answer session at the end.
Quantifying the Benefits of your ITIL Business Case
Ed Rivard's presentation will equip you with a step-by-step approach for identifying the benefits associated with ITIL process initiatives. We begin with the more common categories of IT operating benefits and evolve into the more challenging business benefits. We'll consider all benefits, quantitative (hard) and qualitative (soft) and then guide you through quantifying these benefits. We'll conclude with ideas on packaging and presenting these benefits in a compelling manner.
Presentation: Quantifying the Benefits of your ITIL Business Case
How much is this costing me?
Anil Balla will address this timely topic. Costs allocated from IT can be complex and at times leave a business unit wondering, ”What services am I getting and how much is it costing?” This question stems from the challenges faced when attempting to roll the charges up into high level services to which the business unit can relate. This barrier to understanding also poses challenges when it comes to projecting the future use of IT services from a budget and forecast perspective.
Although the problem is obvious the solution is not. The presentation will talk to the multi step solution from the service catalog to service costing. You will walk away with pragmatic ideas and steps that can used in your organization.
Presentation: Currently not available.
top
ITIL v3 Certifications and Knowledge Management
Date: Tue, 14-Apr-09, 01 PM - 04 PM
Location: Sheraton Milwaukee Brookfield Hotel | Directions
To RSVP: Login » My Account » My Events » Click RSVP
Cost: There is no charge for attending this event.
Meeting Agenda
Brad Laatsch, Sr. ITIL Trainer and Consultant with Hewlett-Packard Education will provide and overview of the ITIL v3 certification and current v3 certification structure. In addition, Will Salvi, Help Desk Manager at WEA Trust, will provide an overview of ITIL v3 Knowledge Management plus examples of practical applications of Knowledge Management from several Wisconsin businesses.
The format is two 50 minute presentations and then joint question and answer session at the end.
top
ITSM Implementations – Metrics and Lessons Learned
Date: Tue, 10-Feb-09, 01 PM - 04 PM
Location: Brookfield Suites Hotel & Convention Center, Brookfield, WI | Directions
Hosted By: Hewlett-Packard
To RSVP: Login » My Account » My Events » Click RSVP
Cost: There is no charge for attending this event.
Meeting Agenda
Join the Wisconsin itSMF Local Interest Group and our host Hewlett-Packard in welcoming Brooke Guthrie from CDW Hosting and Managed Services and Joel Splan from Northwestern Memorial Hospital. Each will be presenting their ITIL process implementation journey, lessons learned, and metrics used to evaluate success.
The format is two 50 minute presentations and then joint question and answer session at the end.
Speaker Biographies
Joel Splan is the Director of Service and Technology Management at Northwestern Memorial Hospital (NMH) in Chicago, Illinois. Mr. Splan developed and currently leads NMH’s service management framework and strategy over the past two years. Under Mr. Splan’s leadership NMH IT has improved its availability of critical clinical and administrative systems by 75%, improved customer satisfaction through achievement of service level agreements more than 80% of the time, and delivered IT control by achieving maturity in CobiT control objectives.
Mr. Splan also leads the Technology Management division for NMH with responsibility for infrastructure, architecture, security, communications, devices, and data center operations. Mr. Splan is currently the President of the Greater Chicago Chapter of HIMSS (GCCHIMSS) and the co-founder of the itSMF Healthcare Special Interest Group (SIG).
Brooke Guthrie is a ten-year veteran of the CDW Hosting and Managed Services (HMS) management team. The primary architect of HMS’s IT governance control structure, she wrote HMS’s first service catalog, policy manual, and many of HMS’s SLAs. Additionally, she led HMS through repeated, successful PCI certification and SAS 70 Type II audits.
Today, Brooke’s job as IT Governance Manager includes security responsibility and leadership of the HMS team which implements and supports HMS’s system management toolset. Brooke holds the top ITIL certification, the Manager’s Certificate in IT Service Management, as well as a BA with Honors in the Liberal Arts and Academic Distinction from the University of Wisconsin-Madison. She is also a Certified Information Systems Auditor (CISA).
top
Round Tables to Address Topics at Different Service Management Levels
Date: Tue, 13-Jan-09, 01 PM - 04 PM
Location: Sheraton Milwaukee Brookfield Hotel | Directions
This event originally scheduled for 09 Dec 08 was moved to 13 Jan 09, due to inclement weather.
To RSVP:
Login » My Account » My Events » Click RSVP
Cost: There is
no charge for attending this event.
Meeting Agenda
The meeting format will be round-table discussions led by a facilitator knowledgeable on the topic. Each table will appeal to the various Service Management maturity levels within each organization – Beginning, Intermediate and Advanced Service Management.
There will be
two 45 minute sessions and a
15 minute break for networking. At the end of the two sessions there will be a
20 minute wrap-up by each facilitator who will recap the discussions.
Beginning Service Management
The Benefits and Challenges of Implementing Change Management
At this round table, the group will share the many benefits and challenges to implementing Change Management in their organizations. We will also discuss how Change Management evolves over time to become more and more ingrained in organizational culture.
Intermediate Service Management
Operational Metrics: What can go wrong?
Either the metrics are too complicated or too vague. You might be told that you have too many metrics or too few. Share your experiences with implementing and maintaining valuable operational metrics.
Advanced Service Management
Training: The Key to Service Transition
Training is one of the main tools used to transition services to the production environment. Share some of your tips and challenges when it comes to training for service transition.
top
ITIL v3.0 – Your Top Topic Addressed
Date: Tue, 14-Oct-08, 01 PM - 04 PM
Location: Brookfield Suites Hotel & Convention Center, Brookfield, WI | Directions
Attachments:
ITIL V3 Overview
Hosted By: Paragon Development Systems, Inc
Sign Up: Please RSVP by October 3, 2008 to ensure seating.
Cost: There is no charge for attending this event.
Meeting Agenda
The survey responses are in and we are going to be tackling your top interest, ITIL v3.0, at this October’s meeting. Join George Spalding, ITIL V3 co-author, as he takes you through ITIL v3.0 at a break-neck pace. He'll cover all 24 processes and 5 core volumes relating it to ITIL v2.0. And, just to make sure you're paying attention, the session will culminate in ITIL v3.0 Jeopardy!
Speaker Biography
George Spalding
VP Global Events, Conference Chair & ITIL V3 Author Pink Elephant
George Spalding is co-author of ITIL V3’s Continual Service Improvement core volume, and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to improving the industry, George spent several years as a consultant to the White House on technical presentations and White House conferences.
He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Service Manager, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
top
June Focus: Satisfaction Surveys and Service Catalogs
Date: Tue, 10-Jun-08, 01 PM - 04 PM
Location: Tommy Thompson Youth Center Directions
Attachments:
Melichi Service Catalog
Phillips Service Catalog
Bailey Service Catalog
Bailey Customer Satisfaction Survey
Woodruff Customer Satisfaction Survey
Schuh Customer Satisfaction Survey
Hosted By: EMC | Infra
Cost: There is no charge for attending this event.
Our June meeting will put the focus on getting closer to your IT customers using customer surveys and service catalogs. A panel of experts will give brief presentations addressing the following questions and then take questions from the audience to spark even more discussion.
Meeting Agenda
1:00 - 1:30: Welcome and general LIG business
1:30 - 2:30: Session #1: Producing a Customer Satisfaction Survey
2:30 - 2:40: Break
2:40 - 3:40: Session #2: Producing an IT Service Catalog
3:40 - 3:45: Ending comments
Location: Tommy Thompson Youth Center
(one block south of the Pettit Center on the State Fair grounds)
640 South 84th Street, Milwaukee, WI 53214. Click for directions.
RSVP: To ensure enough seating, please RSVP via the following link: Click to RSVP.
Producing a Customer Satisfaction Survey
Panelists:
- Christopher Bailey, Network Engineer and Service Management Owner at ProHealth Waukesha, Wisconsin
- Ken Schuh, Service Desk Manager and Knowledge Process Owner at CUNA Mutual Group in Madison, Wisconsin
- Sam Woodruff, Manager of Service Center and Process Manager for Incident, Problem and Knowledge at Northwestern Mutual in Milwaukee, Wisconsin
Topics:
- What are some basic rules that should be followed with respect to a survey?
- What are the questions that should be asked and how should I ask them?
- How frequently should one be performed?
- Once you have conducted the customer satisfaction survey, what should we do with them?
Producing an IT Service Catalog
Panelists:
- Christopher Bailey, Network Engineer and Service Management Owner at ProHealth Waukesha, Wisconsin
- Mike Phillips, IT Manager and Service Catalog Process Owner at CUNA Mutual Group in Madison, Wisconsin
- Dennis Melchi, Senior Systems and Process Engineer at Maryville Technologies
Topics:
- Who should be involved in the process?
- Which services should be included?
- How do you create a Service Catalog that will help determine and reveal IT's value to the business?
- Once a Service Catalog is created, what should be done with it?
Q&A Facilitator: Paul Hypki
top
