it smf post event report _12oct2011_final

Post Event Report Event Theme: Continual ImprovementDate : Wednesday , 12th October 2011

Event agenda

8.30 – 9.00 Conference Registration

9.00 – 9.30 Opening welcome ( in Thai) Speaker: Khun Suwat Laicharoensup, Chairman of itSMF Thailand Association

9.30 – 10.00 Keynote address ( in Thai )

Synopsis: Software Industry Promotion Agency (SIPA) main objective is to stage Thailand as a global player in software industry.

Our strategy is to promote and support local developers with capability to compete in global software industry and readiness for the coming ASEAN Economic Community (AEC) in 2015. Our policy, “Beyond ICT New Landscape” will create human resources, create jobs, and create markets for Thai software industry.

The major industry group that will be concentrated is tourism, healthcare, logistics, education, agriculture, food and jewellery.

Thai software developers will also need to build skill, capability, understanding the market for sustainability and growth. Government and public sector should support “Buy Thai First” especially on Thai software.

Speaker: Dr. Supachai Tangwongsan, Chairman of the Board, Software Industry Promotion Agency ( SIPA)

10. 00 – 10.45 Go beyond and Endorsed by the World Class Standards ( in Thai) Synopsis: Knowledge sharing based session is to let you know that “Brought you to the competitive edge is not only an SLA but you have to go beyond for the lasting customer delight”. Today, DCS provides services under the World Class Standards procedures, ISO 20000 and 27001 which cover DR Service, Data Center Hosting Services, and Service Desk Support. See how and why DCS was endorsed by these standards and how DCS will go beyond for the customer and partner delight.Speaker: Khun Mitree Prasan-atikom, Deputy Managing Director, Information Technology Services Division,Datapro Computer Systems Co., Ltd.

10.45 – 11.00 Break – Exhibition Time

11.00 – 11.45 Introduction to Symantec Service Management Tools (in English)Synopsis: In this session, Symantec will introduce and discuss the range of solutions they offer to address the challenges of supporting complex IT environments.  The session will cover the innovations provided by Client and Mobile Management Tools, Software and Asset Management, and the Service Desk Solution. It will also show how Symantec Workflow can be used to automate repetitive tasks, reducing labour costs and increasing service levels.Speaker: Mr. Chris Bowden, SE Product Manager, APJ, Symantec Corporation

Event agenda

11.45 – 13.30 Lunch – Exhibition Time

13.30 – 14.15 priSM- a new credential from itSMF ( in English)Synopsis: priSM (Professional Recognition of IT Service Management) is a credential scheme for ITSM professionals to demonstrate their commitment and continual involvement in the ITSM space. priSM is a good venue for one to keep track and demonstrate one's involvement and contribution.  Speaker: Mr. Hon P SuenitSMF International Executive Board

14.15 – 15.00 360 Degree IT Service Management and beyond ( in Thai) Synopsis: IT service management is an approach to managing information technology (IT) and a discipline for managing IT systems, philosophically centered on the customer's perspective of IT's contribution and alignment to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. Providers of IT services have to consider the quality of the services they provide and focus on the relationship with customers and customer’s satisfaction.This session will answer your FAQ, “Why Service Management?”, “What is the difference between “ITIL Implementation” and “ITSM/ISO 20000 Implementation”?, “What determines the Future of ITIL/ISO 20000?” and “What are CSFs (Critical Success Factors) for ITSM Implementation?”Speaker: Prinya Hom-anek, ITIL Expert, IRCA ITSMS Provisional Auditor CGEIT, CISSP, CSSLP, CISA, CISM, SSCP, SANS GIAC GCFW, (ISC)2 Asian Advisory Board; ISACA Thailand Committee, Thailand Information Security

Event agenda

15.00 – 15.20 Break – Exhibition Time

15.20 – 15.50 A Practical View of Continual Improvement ( in Thai) Synopsis: Implementing ITIL in an organization is a challenging job, keep it continues and getting improvement overtime is a lot more challenging. Continual Improvement is the last topic in the ITIL V3 life cycle but it can be considered as the most important topic as it could touch all topics in the life cycle.

There are advises and theories associated to the "Continual Improvement", however questions usually arises from practitioners on how practical it can be. Tapakorn will share a view from his experience on how to make the "Continual Improvement" practical. Speaker : Khun Tapakorn Siritanawutichai, Service Management Competency Manager , Global Technology Services - Services Delivery , IBM Global Service, IBM Thailand

15.50 – 16.00 Closing Remarks and Lucky Draw

Note: ITSMF Thailand Chapter reserves the right to amend and/or change the Conference agenda without prior notice.

Event agenda

Event attendance

Total Customer1Total Pre-registration: 109 registrants 100%2Total Show-up: 85 attendees 63.9%

2.1Pre-registrants: 83 attendees 56.1%2.2Walk-ins: 2 attendees 12.1%

3Total No-Show (1-2.1): 26 pre-registrants 43.9%

4Return Evaluation 72 sets Speakers 7 Person Package Sponsor - Platinum 10 Person - Gold 7 Person -Supported 15 Person

Morning Session9.30 - 10.00 am Keynote address 100 Attendees

10:00 - 10:45 am Go beyond and Endorsed by the world Class Standards 94 Attendees

11:00 - 11:45 am Introduction to Symantec Sevice Management Tools 91 Attendees

Afternoon Session

13:42 - 14:15 pm priSm - a new credential from itSMF 77 Attendees

14:15 - 15:00 pm 360 Degree IT Service Management and beyond 84 Attendees

15:20 - 15:50 pm A Practical View of Continual Improvement 77 Attendees

Event attendance

Registration

Event Decorations

souvenir

Partners booths

Khun Suwat LaicharoensupChairman of itSMF Thailand Association

Opening Welcome

Dr. Supachai TangwongsanChairman of the BoardSoftware Industry Promotion Agency ( SIPA)

Keynote address

Khun Mitree Prasan-atikomDeputy Managing Director

Information Technology Services Division

Datapro Computer Systems Co., Ltd.

Go beyond and Endorsed by the World Class Standards

Platinum sponsor slot

Mr. Chris Bowden SE Product Manager, APJ, Symantec Corporation

Introduction to Symantec Service Management Tools

Gold sponsor slot

Mr. Hon P SuenitSMF International Executive Board

priSM- a new credential from itSMF

Guest speaker slot

Prinya Hom-anek ITIL Expert, IRCA ITSMS Provisional Auditor CGEIT,CISSP, CSSLP, CISA, CISM, SSCP, SANS GIAC GCFW, (ISC)2 Asian Advisory Board;ISACA Thailand Committee, Thailand Information Security

360 Degree IT Service Management and beyond

itSMF speaker

Khun Tapakorn SiritanawutichaiService Management Competency Manager Global Technology Services - Services Delivery IBM Global Service , IBM Thailand

A Practical View of Continual Improvement

itSMF speaker

Exhibition and networking break

Lunch

Lucky Draw

itSMF Evaluation Summary for 5th Annaul Conference 2011

Section A : Your Organization 1. Your company 's industry type

Agriculture Education

Government

Administration

Manufacturing &

ProcessingAutomotiv

eElectricity,Gas,Water

Food & Drink

Services,Pro.Service

Commerce &Finance

0 5 1 1 0 1 1 18 8

Energy Healthcare Transport &Logistics

Construction & Building

Finance and Insurance

ICT&Telecommunicati

onsWholesale

Trade Others

0 1 3 1 4 17 2 7

Section A : Your Organization

7%1%

1%1%

1%26%

11%

1%4%1%6%

24%

3% 10%

AgricultureEducationGovernment AdministrationManufacturing & ProcessingAutomotiveElectricity,Gas,WaterFood & DrinkServices,Pro.ServiceCommerce &FinanceEnergyHealthcareTransport &LogisticsConstruction & BuildingFinance and InsuranceICT&TelecommunicationsWholesale TradeOthers

2. What is your position in the organization ?- Account Manager - Head Of IT Department - QA Mgr

- Account Executive & Marketing - Head of risk Management [ Director ] - R&D Office

- Assistant IT operation Manager - Instructor and Researcher - Revel of standard

- Assistant Manager - Internal Auditor - SA

- AVP - IT Auditor - Sales

- Business Development - IT Business Support Manager - Senior 97

- Compliance - IT Infrastructure Manager - Senior Configuration Analyst

- Computer Operator - IT Internal Auditor [ Quality Management ] - Senior IT Security Consultant

- Consultant - IT Manager - Senior IT System Change Management Specialist

- Data Quality Analyst - Lead Technical Specialist - Senior Vice President

- Department Manager - Lecturer - Service Management ad Control

- Director of computer technology & data communication

- Manager Internal Audit&Conpliancecontrol office

- Service Management competency manager

- Dvelop - MGR - System Engineer

- DVP-SOA - Operations Process Manager - System Engineering

- Employee - Planning and Evaluation IT Director - Technical Consultant

- Engineer - Process Specialist - Technical Lernees Manager

- Project Mgr - User Service Staff

3. The current number of IT in your organization

<50 51 to 100 101 to 500 501 to 1000 more than 1000

4 3 14 21 25

6% 4%

21%

31%

37%<50

51 to 100

101 to 500

501 to 1000

more than 1000

4.The current number of IT professionals in your organization

<10 10 to 24 25 to 49 50 to 99 more than 100

14 4 7 6 37

21%

6%

10%9%

54%

<10

10 to 24

25 to 49

50 to 99

more than 100

5.Has IT framework been implemented in your organization- ITIL (IT Information Library )If No and what kind of IT framework will your organization implement ?

If yes No (within 1 year) No (in 3 years)

39 5 13

68%9%

23%

If yes

No (within 1 year)

No (in 3 years)

- IBM SMSL ( System Management Solution Lifecycle)If No and what kind of IT framework will your organization implement ?

If yes No (within 1 year) No (in 3 years)

6 3 5

43%

21%

36%If yes

No (within 1 year)

No (in 3 years)

- Cobit ( Control Objective for Information and related technology )If No and what kind of IT framework will your organization implement ?

If yes No (within 1 year) No (in 3 years)

4 2 11

24%

12%

65%If yes

No (within 1 year)

No (in 3 years)

- HP ITIL ( HP IT Information Library )If No and what kind of IT framework will your organization implement ?

If yes No (within 1 year) No (in 3 years)

7 1 4

58%

8%

33%

If yes

No (within 1 year)

No (in 3 years)

- MOF ( Microsoft Operations Framework )If No and what kind of IT framework will your organization implement ?

If yes No (within 1 year) No (in 3 years)

4 1 4

44%

11%

44%If yes

No (within 1 year)

No (in 3 years)

- Internal developed IT Service Management framework

If No and what kind of IT framework will your organization implement ?

If yes No (within 1 year) No (in 3 years)

7 4 3

50%

29%

21%

If yes

No (within 1 year)

No (in 3 years)

- Other (Please specify):___If No and what kind of IT framework will your organization implement ?

If yes No (within 1 year) No (in 3 years)

11 1 2

79%

7%

14%

If yes

No (within 1 year)

No (in 3 years)

6.What have been implemented in your organizationService Strategy

- Demand Mgt0% 30% 70% 100%10 11 15 9

22%24%

33% 20%0%

30%

70%

100%

- Strategy Generation0% 30% 70% 100%10 11 11 12

23%

25%25%

27% 0%

30%

70%

100%

- Financial Mgt0% 30% 70% 100%7 8 18 13

15%

17%

39%

28%0%

30%

70%

100%

- Service Portfolio Mgt0% 30% 70% 100%10 8 12 13

23%

19%28%

30% 0%

30%

70%

100%

Service Design- Service Catalog Mgt

0% 30% 70% 100%10 9 5 20

23%

20%

11%

45%0%

30%

70%

100%

- Service Continuity Mgt0% 30% 70% 100%8 9 10 17

18%

20%

23%

39% 0%

30%

70%

100%

- Supplier Mgt0% 30% 70% 100%11 11 9 16

23%

23%19%

34% 0%

30%

70%

100%

17%

13%

23%

47%0%

30%

70%

100%

- Service Level Mgt0% 30% 70% 100%8 6 11 22

- Availability Mgt0% 30% 70% 100%

7 10 8 23

15%

21%

17%

48%

0%

30%

70%

100%

- Information Security Mgt0% 30% 70% 100%7 9 8 25

14%

18%

16%

51%

0%

30%

70%

100%

- Capacity Mgt0% 30% 70% 100%8 8 11 20

17%

17%

23%

43%0%

30%

70%

100%

Service Operation- Incident Mgt

0% 30% 70% 100%5 9 8 33

9%

16%

15%

60%

0%

30%

70%

100%

- Event Mgt0% 30% 70% 100%8 10 13 16

17%

21%

28%

34%0%

30%

70%

100%

'- Access Mgt0% 30% 70% 100%4 15 15 15

8%

31%

31%

31%0%

30%

70%

100%

- Problem Mgt0% 30% 70% 100%4 9 8 28

8%18%

16%

57%

0%

30%

70%

100%

- Request Fulfillment0% 30% 70% 100%7 12 9 23

14%

24%

18%

45%0%

30%

70%

100%

- Operations Mgt0% 30% 70% 100%

6 8 13 21

13%17%

27%

44%0%

30%

70%

100%

Continual Service Improvement- Service Measurement

0% 30% 70% 100%7 8 7 23

16%

18%

16%

51%

0%

30%

70%

100%

- Service Improvement0% 30% 70% 100%8 7 9 23

17%

15%

19%

49%

0%

30%

70%

100%

- Service Reporting 0% 30% 70% 100%5 8 12 23

10%

17%

25%

48%

0%

30%

70%

100%

Service Transition- Knowledge Mgt

0% 30% 70% 100%9 12 14 15

18%

24%

28%

30%0%

30%

70%

100%

- Asset and Configuration Mgt0% 30% 70% 100%9 8 13 23

17%

15%

25%

43%0%

30%

70%

100%

- Transition Planning and Support0% 30% 70% 100%10 12 11 15

21%

25%23%

31% 0%

30%

70%

100%

- Evaluation0% 30% 70% 100%11 14 10 14

22%

29%20%

29%0%

30%

70%

100%

- Change Mgt0% 30% 70% 100%8 5 10 28

16%

10%

20%

55%

0%

30%

70%

100%

- Release and Deployment Mgt0% 30% 70% 100%9 8 12 21

18%

16%

24%

42%0%

30%

70%

100%

- Service Validation and Testing0% 30% 70% 100%10 10 13 16

20%

20%27%

33% 0%

30%

70%

100%

Others- Service Desk

0% 30% 70% 100%7 5 8 32

13%

10%

15%

62%

0%

30%

70%

100%

- Software and Asset Mgt0% 30% 70% 100%7 7 15 15

16%

16%34%

34%0%

30%

70%

100%

- ISO 200000% 30% 70% 100%11 4 10 19

25%

9%

23%

43% 0%

30%

70%

100%

- COBIT0% 30% 70% 100%

19 10 7 6

45%

24%

17%

14% 0%

30%

70%

100%

- Application Mgt0% 30% 70% 100%16 3 13 14

35%

7%28%

30% 0%

30%

70%

100%

7. Does your organization require existing IT staff to obtain IT framework certification ?No Yes20 45

31%69% No

Yes

8. Does your organization require new IT Staff to have IT framework certification ?No Yes20 45

31%69% No

Yes

9.What was related to your IT framework implementation ?

IT framework Software / tools

In-house ITIL training for IT

staff

External ITIL training for IT

staffExternal

consultants Others

25 32 19 15 1

27%

35%

21%

16%1% IT framework Software / tools

In-house ITIL training for IT staff

External ITIL training for IT staff

External consultants

Others

10. Why did your organization implement IT framework ?

To reduce costsTo improve

the quality of service

To follow the company's global

standard

To comply with supplier or customer

requirements

To comply with management or

business requirements

Don't know Others

12 44 10 11 10 5 1

13%

47%

11%12%

11%

5%1%

To reduce costs

To improve the quality of service

To follow the company's global standard

To comply with supplier or customer re-quirements

To comply with management or business requirements

Don't know

Others

11. What is your satisfaction after IT frame implementationVery

dissatisfied Dissatisfied Neutral Satisfied Very satisfied

0 0 13 31 9

25%

58%

17% Very dissatis-fied

Dissatisfied

Neutral

Satisfied

Very satisfied

Section B : Conference Evaluation1. Are you

itSMF Member Non-itSMF Member

12 53

18%82%itSMF MemberNon-itSMF Member

2. How did you know about the conference

itSMF website Email Friends Other

8 26 23 11

12%38%

34% 16% itSMF website

Email

Friends

Other

Please specify: Boss,Company, Manager, Speaker invitation, Staff, Training Company, Vender, บริ�ษั�ทเป็น Member

3. The conference is well or Strongly Disagree Disagree Neutral Agree Strongly

Agree0 1 11 47 10

1%16%

68% 14%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

4. The location of the conference is appropriate for meStrongly Disagree Disagree Neutral Agree Strongly

Agree2 0 4 42 18

3%6%

64%

27% Strongly DisagreeDisagreeNeutralAgreeStrongly Agree

5. Would you recommend the conference to friends ?No Maybe Yes2 14 52

3%

21%76%

No

Maybe

Yes

6. Overall evaluation of the conference.Poor Fair Average Good Excellent

0 3 7 47 10

4%

10%

70%

15%Poor

Fair

Average

Good

Excellent

7. Any additional suggestion or comment- Maybe better to separate the topic for those who did not yet kind much about ITIL and those who ready certified

- Good arrangement. The event should be held more often and have special price for member. The presentation in afternoon section is very good. - The event open lately, can't control the time.

Section : C Speaker EvaluationDr.Supachai Tangwongsan [ 9.30 -10.00 ]- The speakers demonstrated expertise on the topicStrongly Disagre

eDisagree Neutral Agre

eStrongly

Agree

0 0 14 30 20

22%

47%

31%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

Section : C Speaker Evaluation

3%

33%

46%

17%Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

- The topics relevant to my needs and expectationsStrongly Disagree Disagree Neutral Agree Strongly

Agree0 2 21 29 11

Chris Bowden [ 11.00 - 11.45 ]- The speakers demonstrated expertise on the topic

Strongly Disagree Disagree Neutral Agree Strongly

Agree

0 2 14 38 11

- The topics relevant to my needs and expectations

Strongly Disagree Disagree Neutral Agree Strongly

Agree

0 5 20 28 9

3%

22%

58%

17%Strongly DisagreeDisagree NeutralAgreeStrongly Agree

8%

32%

45%

15% Strongly DisagreeDisagree NeutralAgreeStrongly Agree

Hon P Suen [ 13.30 - 14.15 ]- The speakers demonstrated expertise on the topicStrongly Disagree Disagree Neutral Agree Strongly

Agree

0 0 12 42 13

- The topics relevant to my needs and expectations

Strongly Disagree Disagree Neutral Agree Strongly

Agree

0 1 16 37 9

18%

63%

19%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

2%

25%

59%

14%Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

Parinya Hom -anek [ 14.15 - 15.00 ]- The speakers demonstrated expertise on the topic

Strongly Disagree Disagree Neutral Agree Strongly

Agree

0 0 3 28 35

- The topics relevant to my needs and expectationsStrongly Disagree Disagree Neutral Agree Strongly

Agree

0 0 7 28 25

5%

42%

53%Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

12%47%

42%Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

Tapakorn Siritanawutichai [ 15.20 - 15.50 ]- The speakers demonstrated expertise on the topic

Strongly Disagree Disagree Neutral Agree Strongly

Agree

0 0 8 33 20

- The topics relevant to my needs and expectations

Strongly Disagree Disagree Neutral Agree Strongly

Agree

0 0 14 28 15

13%

54%

33%Strongly DisagreeDisagree NeutralAgreeStrongly Agree

25%

49%26%

Strongly DisagreeDisagree NeutralAgreeStrongly Agree

Section D : Others1. What kind(s) of activities which you are expecting itSMF to organize for you ?

Sharing session Site visit Co-event with other

associations Others

36 15 15 1

Section D : Others

54%

22%

22%1%

Sharing session

Site visit

Co-event with other as-sociations

Others

Please specify: E-mail address

2. Do you prefer weekday or weekend and what for the activities ?Weekday Weekend

51 9

85%15% Weekday

Weekend

- WeekdayMorning Afternoon

23 20

- WeekendEvening Morning Afternoon

4 6 2

53%47% Morning

Afternoon33%

50%

17%Evening

Morning

Af-ter-noon

3. How often do you prefer itSMF to organize the activities ?Monthly Quarterly Yearly Other

1 19 39 1

2%

32%65%

2%

Monthly

Quarterly

Yearly

Other

Please specify: Semi-annually

Thank You