itil case studies symposium - pink elephant · itil case studies symposium, which will be held at...

Case Studies Galore!

Plus, learn from these

leading industry experts:

Case Studies Galore!

Plus, learn from these

leading industry experts:

ITIL Case StudiesSymposium

August 21 - 23, 2005San Francisco

ITIL Case StudiesSymposium

August 21 - 23, 2005San Francisco

Bridge the gap between

theory and practical

application of ITIL's IT

Service Management

process model.

Bridge the gap between

theory and practical

application of ITIL's IT

Service Management

process model.

Dynamic Multi-Track Program

Track 1: ITIL Service Support Case Studies

Focus is on IT support: Service Desk, Configuration, Incident, Problem,Change and Release Management.

Track 2: ITIL Service Delivery Case Studies

Focus is on tactical and strategic processes: Service Level Management,Availability and Capacity, IT Financial Management and IT Service Continuity.

Track 3: IT Infrastructure Management

Presentations highlight how to align tools and technology with people and processes.

Track 4: Pink University

Pink's leading ITIL consultants will share implementation stories from theirConsultant Case Books.

Track 5: Networking & Panel Discussions

Numerous opportunities to network with your peers, exchange bestpractices, and ask the experts!

David Ratcliffe George Spalding

Malcolm Fry Char LaBounty

Gary Case Troy DuMoulin

About Pink ElephantPink Elephant leads the way in ITIL and IT Service Managementeducation, conferences and consulting. By attending this event,with strong focus on practitioner presentations from all levels of the organization - operational, tactical and strategic - you will benefit from real life expertise and success stories, not just theory.

Who Should Attend?• IT Service and Support VP's/Directors

• IT Service and Support Managers

• Help Desk/Service Desk Managers

• Process Owners

• Senior Support Analysts/IT Specialists

• Service Level Managers/Project Managers

• And, anyone interested in building and managing a business focused IT organization

Don't reinvent the wheel! Learn from others who havealready transformed their IT organization into a true valueadded business asset.

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ITIL Case Studies SymposiumPalace Hotel, San FranciscoAugust 21 - 23, 2005

You're invited to attend Pink Elephant's highly anticipated ITIL Case Studies Symposium, which will be held at the beautiful Palace Hotel in exciting San Francisco - one of the most dynamiccities in the world!

Now in its 11th year, the ITIL Case Studies Symposium is aleading event focusing on ITIL and IT service management bestpractices. The program is unique because the majority ofsessions are presented by real practitioners - CIO's, IT Directors,ITIL Process Owners, Problem Managers, ConfigurationManagers, Release and Change Managers, Service DeskManagers, IT Infrastructure Managers, Project Managers, etc. -who have tried and true best practices for how to successfullyimplement best practices according to ITIL.

IT Service Desk Case Studies Symposium

About The Event

2 I T I L C a s e S t u d i e s S y m p o s i u m

World Famous Golden Gate Bridge

Attend this event to learn how numerous IT organizations

have improved the credibility and effectiveness of their

IT operations by using ITIL's IT Service Management

Process Model.

Use the world’s most popular IT servicemanagement process model - ITIL - as an enablerto improve IT performance.

Participate in Pink Elephant’s programs and learnhow to turn IT into a true, value added businesspartner. You’ll learn a proven approach for:

• Reducing IT costs

• Improving alignment between IT and otherbusiness processes

• Eliminating “silos” by integrating key ITprocesses

• Strengthening lines of communication

• Instilling a service and business culture

• Improving bottom line results

What is ITIL?ITIL (Information Technology InfrastructureLibrary) is a series of books developed by the UK’sOffice Of Government Commerce (OGC). The booksdescribe an integrated, process-based, bestpractice approach to managing IT services. Overall,ITIL provides guidance for:

• Improved quality of service provision• Improved bottom line• Cost justifiable service quality• Service that meets business,

customer and user demands• Documented roles and responsibilities• Integrated, centralized processes• Ties to ISO9000

The guidance provided in the books is relevant toall organizations: public or private, large or small,centralized or distributed. Today, ITIL representsmore than just books. It has generated an entireindustry that includes training, certification,consulting, software tools and trade associations.

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www.pinkelephant.com Register Today! 1-888-273-PINK

Revolutionize Your IT Operation!

3

General Session: Everything I Know About ITIL I Learned From Jimmy BuffettMalcolm Fry, President, Fry Consulting, & David Ratcliffe, President & CEO, Pink Elephant

CODE: General

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Schedule-At-A-Glance


Registration, Information & Customer Service Desk Open12:00 p.m. - 8:00 p.m.

Sunday, August 21, 2005

Sunday Primer Sessions3:30 p.m. - 5:00 p.m.

ITIL – An Introduction To The IT Service ManagementProcess ModelTerry Sherman, EducationConsultant, Pink ElephantCODE: Beginner

ITIL, IT Governance & IT AuditsTroy DuMoulin, ExecutiveConsultant, Pink ElephantCODE: Beyond Beginner

Globalization: CulturalImplications For ServicePhilip Verghis, President, The Verghis Group, Inc.CODE: General

Consultant’s Case Book: BestPractices For ImplementingITIL Service Delivery ProcessesJack Probst, ExecutiveConsultant, & Harpreet Virdee,Managing Consultant, Pink ElephantCODE: Beyond Beginner

Consultant’s Case Book: BestPractices For ImplementingITIL Service Support ProcessesGary Case, ExecutiveConsultant, Pink ElephantCODE: Beyond Beginner

ITIL Is Not For Wimps!Brenda Iniguez, Director,Business Development,Western US, Pink ElephantCODE: Beginner

Welcome Reception – Meet & GreetExhibition Showcase Opens

5:00 p.m. - 8:00 p.m.

Registration & Customer Service Desk Opens7:00 a.m.

Breakfast Club: ITIL 101 - An Introduction To The IT Service Management Process ModelTerry Sherman, Education Consultant, Pink Elephant

CODE: General

7:00 a.m. - 8:30 a.m.

Opening Session: The Magnificent Seven Ride AgainGeorge Spalding, Jack Probst, Troy DuMoulin, Gary Case, Char LaBounty, Harpreet Virdee, Terry Sherman

CODE: General

9:00 a.m. - 10:25 a.m.

Exhibition Showcase Open10:15 a.m. - 4:00 p.m.

Monday, August 22, 2005

Symposium Chair’s Welcome Greeting & IntroductionGeorge Spalding, Executive Consultant, Pink Elephant

8:45 a.m. - 9:00 a.m.

Morning Break10:25 a.m. - 10:45 a.m.

Track 1

Tales Of The Blue Monkey: AStory Of Service DeskImplementationJames David Dykas, Manager,Technical Services, UniversalWeather & Aviation Inc.CODE: Beginner

Track 1

The Road To IT Excellence – OrHighway To Hell? Rolling OutIntegrated Change, Release &Configuration Management ProcessesChris Carr, Director, GlobalOperations, GMAC ResidentialFunding Corp., TechnicalService GroupCODE: Beyond Beginner

Track 2

Implementing ITIL SecurityManagementKip Boyle, Chief SecurityOfficer, PEMCO CorporationComputer ServicesCODE: Beyond Beginner

Track 2

Making ITIL Process Designs LivePorter Sherman, Manager,Performance Design, UnileverCODE: Beyond Beginner

Track 3

The Hitchhiker’s Guide To An ITIL Implementation: UtilizingEnd-to-End Visibility To ImproveResultsLloyd Tate, Director Of SolutionCenter Services, Georgia-Pacific& John Sweeney, VP Of CustomerValue, Reflectent SoftwareCODE: General

Track 5

Focus Group: How To GainSenior Management Buy-InFacilitator: Peter McGarahan,President, McGarahan &AssociatesCODE: General

10:45 a.m. - 12:00 p.m.

Lunch & NetworkingVendor Exhibition

12:00 p.m. - 1:15 p.m.

Track 1

Growing IT Client SatisfactionThrough ITIL StructuredService SupportSteve Wrenn, AVP IT ServiceManagement, Liberty MutualCODE: General

Afternoon Break

Track 2

Creating A Service Catalog -Measuring Systems AsServicesJoseph Gallagher, VP IT,PershingCODE: Beyond Beginner

Track 3

IT Technology Trends: A Look To The FutureGeorge Spalding, ExecutiveConsultant, Pink ElephantCODE: General

Track 4

Consultant’s Case Book: Do’s &Don’ts Of Implementing Incident& Problem ManagementHarpreet Virdee, ManagingConsultant, Pink Elephant CODE: Beyond Beginner

Track 4

Consultant’s Case Book: Do’s & Don’tsOf Implementing A Fully IntegratedITIL Financial Management ProcessTroy DuMoulin, ExecutiveConsultant, Pink ElephantCODE: Beyond Beginner

Track 4

Focus Group: Starting YourITIL Implementation Journey Facilitator: Gary Case,Executive Consultant, Pink ElephantCODE: Beginner

1:15 p.m. - 2:30 p.m.

2:30 p.m. - 2:50 p.m.

Track 1

A Case For ITIL &Configuration ManagementAntonio Montez, Manager,Managed Desktop Services,Northrop GrummanCODE: Beginner

Track 1

Achieving A Successful ITILService Desk ImplementationPeter McGarahan, President,McGarahan & Associates, &Peter Pace, Manager OfIntegrated ProductionServices, United AirlinesCODE: Beginner

Track 3

Assessing Tools For ITILCompatibilityTroy DuMoulin, Executive Consultant, Pink ElephantCODE: General

Track 4

Consultant’s Case Book: Do’s& Don’ts Of ImplementingAvailability & CapacityManagementJack Probst, ExecutiveConsultant, Pink ElephantCODE: Beyond Beginner

Track 4

What IT Managers Need ToUnderstand About ProcessMaturityTerry Sherman, SeniorConsultant, Pink ElephantCODE: General

Track 5

Ask The ITIL Experts Q&APanel DiscussionFacilitator: Char LaBounty,President, LaBounty &AssociatesCODE: General

2:50 p.m. - 4:05 p.m.

4:15 p.m. - 5:15 p.m.

ITIL Jeopardy5:30 p.m. - 7:00 p.m.

Networking Party7:00 p.m. - 9:00 p.m.

Track 1:ITIL Service Support

Case Studies

Track 2:ITIL Service Delivery

Case Studies

Track 3:IT Infrastructure

Management

Track 4:Pink University

Track 5:Networking & Panel

Discussions

General: These sessions will be of general interest to everyone regardless of ITIL knowledge and

experience.

Beginner: These sessions are for those who are new to ITIL and likely do not possess the Foundation

Certificate in IT Service Management.

Beyond Beginner: These sessions are for those with practical ITIL experience, and have possibly attained Practitioner or Service Manager level certification.

Track 2

Taking IT Out Of ITILSandra Thompson,Technology Manager, Service Management,Television New ZealandCODE: Beginner

Track 2

Service Level ManagementImplementation Case Study: Part 1Char LaBounty, President,LaBounty & AssociatesCODE: Beginner

Track 3

Technology Expert Panel DiscussionFacilitator: George SpaldingCODE: General

Track 5

Focus Group: ITIL In GlobalOrganizationsFacilitator: Harpreet Virdee.Managing Consultant, Pink ElephantCODE: Beyond Beginner

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Schedule-At-A-Glance

5

Breakfast Club: Brenda’s Bunch – Q&A Panel DiscussionBrenda Iniguez, Director Business Development, Western US, Pink Elephant

CODE: General

Registration, Information & Customer Service Desk Opens7:00 a.m. - 5:00 p.m.

7:00 a.m. - 8:30 a.m.

Exhibition Showcase Open10:25 a.m. - 4:00 p.m.

Tuesday, August 23, 2005

General Session: Follow The Yellow Brick Road To A Successful ITIL ImplementationJack Probst, Executive Consultant, Pink Elephant

CODE: General

8:45 a.m. - 10:25 a.m.

Morning Break10:25 a.m. - 10:45 a.m.

Track 1

Managing An EnterpriseImplementation Of Support ProcessesDean Peterson, VP IT Support,Wachovia CorporationCODE: Beyond Beginner

Track 2

The Processes Behind TheProcesses: What ITIL Didn’tTell You AboutCathy Kirch, Systems Architect,Service Management COE -Infrastructure Services, AllstateInsurance CODE: Beginner

Track 3

Joint Vendor & PractitionerCase StudyMercury will co-present CODE: General

Track 4

Consultant’s Case Book: Do’s& Don’ts Of ImplementingChange & ReleaseManagement Troy DuMoulin, ExecutiveConsultant, Pink ElephantCODE: Beyond Beginner

Track 4

Consultant’s Case Book: Why& How To Establish QuickWinsGary Case, ExecutiveConsultant, Pink ElephantCODE: General

Track 5

Focus Group: Best PracticesFor ITIL Project ManagementFacilitator: Harpreet Virdee,Managing Consultant, Pink ElephantCODE: General

10:45 a.m. - 12:00 p.m.

Lunch & NetworkingVendor Exhibition

12:00 p.m. - 1:15 p.m.

1:15 p.m. - 2:30 p.m. Track 1

The Implementation OfIncident ManagementAndrea Jones-Wigglesworth,Incident Process Owner,WWREI, BMO Financial GroupCODE: Beyond Beginner

Track 1

Rolling Out Changes & ReleasesJohnnie Woods, Program Manager, Southern California EdisonCODE: Beyond Beginner

Track 1

Implementing Incident &Problem ManagementJoseph Gallagher, VP, IT,PershingCODE: Beginner

Track 1

Defining Government IT Shared Services James Shypitka, ManagerBusiness Transition, CommonIT Services Division, Province Of British ColumbiaCODE: Beyond Beginner

Track 2

Service Level ManagementImplementation Case Study: Part 2Peggy Gerace-Roosa, Director,Service Level & ProcessManagement, & Willa Fabian,VP, Strategic PortfolioManagement, EarthLink Inc.CODE: Beyond Beginner

Track 2

Moving From DisasterRecovery To ITCSMBrenda Oberto, BusinessContinuity & DisasterRecovery Coordinator, & Todd Haley, OperationsManager, PEMCO CorporationComputer ServicesCODE: Beyond Beginner

Track 3

Taking The Pain - & The People - Out Of Nightly MaintenanceKeith Millar, Vice President,Product Management, Opalis& Schenker Case StudyCODE: General

Track 1

Mapping Out IncidentManagement ProcessesUsing Swim Lane DiagramsJulie Mohr, Consulting PracticePrincipal, Agilitá-ConsultingCODE: Beyond Beginner

2:30 p.m. - 2:50 p.m. Afternoon Break

2:50 p.m. - 4:05 p.m.

Riders On The Storm: How To Overcome ITIL's Top 4 Biggest ChallengesDavid Ratcliffe, President & CEO, & George Spalding, Executive Consultant, Pink Elephant

CODE: General

4:15 p.m. - 5:15 p.m.

Symposium Chair’s Summary & Closing Remarks5:15 p.m. - 5:30 p.m.

Post Symposium Hospitality & Networking PartyDon't Leave Early - Stick Around!

5:30 p.m. - 7:00 p.m.

Track 1:ITIL Service Support

Case Studies

Track 2:ITIL Service Delivery

Case Studies

Track 3:IT Infrastructure

Management

Track 4:Pink University

Track 5:Networking & Panel

Discussions


SESSION CODESTo help in your selection process

each session has been coded. Use the following as your guide to choose the

session that best fits your individual situation.

The codes are offered as a guide only.Everyone attending is encouraged to

participate in whatever session contains the subject matter and content with

the most relevance.

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Session Descriptions


ITIL 101 – An Introduction To The ITService Management Process Model

Terry Sherman, Education Consultant, Pink ElephantCode: Beginner

Are you new to ITIL? Attend this introductory, high leveloverview of ITIL’s IT Service Management Process Model,designed specially for those who have not attended anITIL workshop prior to this event, or those who simplywould appreciate a refresh!

ITIL, IT Governance & IT Audits Troy DuMoulin, Executive Consultant, Pink ElephantCode: Beyond Beginner

Sarbanes-Oxley and IT Governance – we hear everyonetalking about it but what is it and how does it link to ITIL?This session will quickly take away the mystery and layout for you the relevance and implications of theSarbanes-Oxley Act (and its equivalent legislation in othercountries). There will also be a discussion about how ITILenables and facilitates the requirements established byCoBIT. Troy is a highly experienced ITIL consultant – oneof the most respected ITIL experts in North America –who’ll help you unravel the mysteries and complexities ofIT governance and its links to ITIL, project management,CMM, security management and more.

Globalization: Cultural Implications For Service

Philip Verghis, President, The Verghis Group, Inc.Code: General

Phil is a preeminent expert on global service delivery andis a highly sought after speaker around the world. He hasreceived numerous industry accolades as a practitioner,including the only two-time winner of Service News’“Service 25” award given to people who made asignificant impact in the field of service and support.

Managing global relationships can be challenging but intoday’s business environment, it is a necessaryrequirement for many IT managers. With your handsmore than already full managing operations in your owncountry, it’s no wonder you don’t have time to thinkabout customers, partners and suppliers in the rest ofthe world. The good news is that once you have aframework to better understand the differences betweencultures, you can begin looking at your service from aglobal service delivery perspective. You can even beginmaking modifications that aren’t particularly expensive ordifficult to implement. Phil’s session will draw onresearch by cultural experts and cultural anthropologiststo help you differentiate between a ‘rules based’ culture

and a ‘relationship based’ culture, and the implicationsfor IT service management including: People (IT staff,customers and partners); Process; and Technology.

Consultant’s Case Book: Best Practices ForImplementing ITIL Service Delivery Processes

Jack Probst, Executive Consultant,

&

Harpreet Virdee, Managing Consultant, Pink Elephant

Code: Beyond BeginnerWhile many IT organizations start their ITILimplementation journey at the operational level with theService Desk and the five ITIL Service Support processes,there comes a time when the decision is made to focuson the five more tactical and strategic level deliveryprocesses. There are unique challenges when tacklingthis group and the implementation of these processesrequires a slightly different approach. Jack and Harpreetwill draw upon their vast practical experience and in-depth knowledge to provide practical advice, and generaldo’s and don’ts for planning and organizing theimplementation of Service Level Management, FinancialManagement, IT Service Continuity, Availability andCapacity Management. The session will include a Q&Aperiod so bring your questions and most pressing issues.

Consultant’s Case Book: Best Practices ForImplementing ITIL Service Support Processes

Gary Case, Executive Consultant, Pink ElephantCode: Beyond Beginner

There are usually many quick wins to be gained bystarting ITIL implementation projects with the operationalprocesses. Gary will explain why, and use his vast ITsupport experience to provide practical advice andgeneral do’s and don’ts for planning and organizing theimplementation of an ITIL focused Service Desk, andConfiguration, Incident, Problem, Change, and ReleaseManagement. The session will include a Q&A period sobring your questions and most pressing issues.

ITIL Is Not For Wimps! Brenda Iniguez, Director, Business Development,Western US, Pink ElephantCode: Beginner

Join Brenda as she looks at the people side of ITILimplementation. Choosing the right people for keyproject roles is crucial to the overall success of majorchange and process improvement initiatives. Brenda willdiscuss project management in general, and also reviewspecific key ITIL project roles and the traits includingpersonal attributes and management skills necessary tolead and champion change. Brenda is a highlyexperienced IT practitioner who has first hand experience

overseeing major IT projects. In her current role, sheprovides guidance to IT directors and managers who areseeking to start an ITIL implementation journey.

ITIL 101 – An Introduction To The IT Service Management Process Model

Terry Sherman, Education Consultant, Pink ElephantCode: Beginner

If you missed this same session on Sunday afternoon,here’s your last opportunity to learn about ITIL before theSymposium starts. Are you new to ITIL? Or, do you needa refresh? Attend this introductory, high level, overview ofITIL’s IT Service Management Process Model - designedspecially for those who have not attended an ITILworkshop prior to this event, or those who simply wouldappreciate a refresh!

Brenda’s Bunch: Q&A Panel Discussion

Chair: Brenda Iniguez,Director, BusinessDevelopment, Western US,Pink ElephantCode: General

Join Brenda and her bunch of ITIL experts as she fieldsquestions from early risers! They say that the early birdcatches the worm, and in this case the early bird catcheswords of ITIL wisdom from IT managers, Pink’sconsultants, and other professionals who are ready to share their tips for success.

Breakfast Club

Sunday Primer Sessions

Lombard Street: The crookedest street in the world.

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7

The Magnificent Seven Ride Again! George Spalding, Gary Case, Troy DuMoulin, Jack Probst, Char LaBounty, HarpreetVirdee, Terry Sherman, Pink ElephantCode: Beginner

In one of the most famous westerns of alltime, the beleaguered denizens of aMexican village, weary of attacks bybanditos, hire seven gunslingers to repelthe invaders once and for all. The gunmenare cool and capable, with most of theactors playing them just on the cusp of'60s stardom, including Steve McQueen,James Coburn, Charles Bronson, RobertVaughn. The man who brings thesewarriors together is Yul Brynner, thebaldest man in the West!

The heroes come into town, bond with the townspeople and teach them how to defend themselves against the band of outlaws.

In this very entertaining opening session,join a very Pink Magnificent Seven as theyride into the Symposium and arm you withthe knowledge needed to defend your ITorganizations against ITIL implementation’snegative invaders.

Against a backdrop of the movie’s mostfamous scenes, each of the presenters will

discuss one key learning point about the do’s and don'tsof implementing ITIL and managing change within an ITenvironment. This highly experienced group of ITILgunslingers will show you how to avoid the mostcommon mistakes made by IT managers so that yourprocess improvement project has a happy ending.

Everything I Know About ITIL, I Learned From Jimmy Buffett

Malcolm Fry, President, Fry Consulting,

&

David Ratcliffe, President & CEO, Pink ElephantCode: General

Calling all Parrot Heads! Join David and Malcolm, two ofthe world’s foremost IT industry AND Jimmy Buffettexperts, as they take a hilarious and lightheartedapproach to ITIL and IT Service Management, while at thesame time providing a value-added learning experience.They will demonstrate how to manage "Changes inAttitudes and Changes In Latitudes" with assistance from

Jimmy. Who says learning can’t be fun? Don't miss thissession as David and Malcolm explore many classic linesand images from Jimmy Buffett's music. ITIL andMargaritaville may seem like two different worlds, butmaybe they have more in common than you think! Listento Jimmy’s words of wisdom, sing along to some greattunes, and maybe even join in with a Margarita or two!

Follow The Yellow Brick Road To A Successful ITIL Implementation

Jack Probst, Executive Consultant, Pink ElephantCode: General

The road down ITIL implementation is sometimes not aneasy one. In fact, you can draw parallels from the famousmovie "The Wizard Of Oz". At the beginning, do you findyourself in a state of chaos like the tornado that hitKansas? Are you moving towards your own “Oz” facingmany challenges and obstacles? Who’s your Wizard? Jackwill highlight a 5 stage ITIL Implementation Model usingexamples from real life and clips from the movie. Whatsignificance do Dorothy, the Cowardly Lion, the Tin Man,the Scarecrow, Glinda, and the Wicked Witch of the Westhave in your IT organization? Can you identify thesecharacters in your projects and change initiatives? In thisvery unique and creative presentation, Jack will providepractical advice taken from the trenches, as well as hisconsultant’s casebook to help illustrate key points abouthow to implement ITIL best practices.

ITIL JeopardyHosted By: George Spalding,Executive Consultant, Pink ElephantCode: General

You think the TV show is great – wait until you play ITILJeopardy with George Spalding!

Don’t miss out on this fun way to learn about ITIL’s keyconcepts, terminology and theories. The rules are easy.Find a buddy to form your team of two, then get ready tomatch wits and win prizes with other participating teamsin a contest of skill, fun, knowledge, data retention andother ITIL minutiae.

Join the party! You will definitely not want to miss thisgreat learning experience!

Riders On The Storm: How To Overcome ITIL'sTop 4 Biggest Challenges

David Ratcliffe, President & CEO,

&

George Spalding, Executive Consultant, Pink ElephantCode: General

Here's a common scenario: Your IT organization has sentmany people to ITIL certification courses and there's anunderstanding of concepts and theories. Now what?What should happen next? What's the CIO's role? Whatresponsibilities should be given to senior IT managersand tactical managers? If the first few steps key ITleaders take to implement ITIL are not effective, the initialenthusiasm and drive will be lost, and poof! - just likethat, it all blows up in your face. David and George, whoare considered two of the world's foremost authorities onIT service management leadership best practices, willreview the four key challenges you will need to overcomewhen trying to take the first few steps with ITILimplementation. No names will be mentioned to protectthe guilty! David and George will use their consultants'casebook, digging deep into their bag of ITIL knowledge,to provide real life examples of what they've observedand experienced first hand.

Tales Of The Blue Monkey – 2004 Case StudyOf The Year Award Winner!

James David Dykas, Manager Technical Services,Universal Weather & Aviation CompanyCode: Beginner

The focus on this presentation is mainly on ITIL ServiceDesk implementation. Why did James David and his ITcolleagues code-name their ITIL implementation projectBlue Monkey? Well, you’ll have to attend his session tofind out! During his presentation, you’ll hear details ofUniversal Weather & Aviation’s ITIL journey to-date,which includes embarking on an ITIL Awareness andCommunication Campaign. James David will provide youwith details on how they started, the best practices usedto get people’s buy in, and how they developedmeasurement systems to track progress and results. He’ll walk you step by step through their experiences,and also share future plans and next steps.

Track 1: ITIL Service SupportCase Studies

Featured & General Sessions

Growing IT Client Satisfaction Through ITILStructured Service Support

Stephen Wrenn, AVP IT Service Management,Liberty Mutual InsuranceCode: Beyond Beginner

This session will focus on how the Liberty Mutual ISorganization, which is made up of approx. 2,500 people,delivered on their mantra of "Faster, Better, andCheaper" IT services to their clients by re-designing andexecuting on focused Incident, Problem and Changemanagement processes. Stephen will highlight howpeople, process and technology were weaved togetherwith Lean Six-Sigma principles to reduce waste anddeliver on new, well defined, metrics.

A Case For ITIL & Configuration ManagementAntonio Montez, Manager, Managed DesktopServices, Northrop Grumman Information TechnologyCode: Beginner

Antonio will review his organization’s ITIL implementationjourney with Configuration Management. Commercial,State & Local Solutions - a unit of Northrop GrummanInformation Technology - was interested in improving itsIT Service Management processes and decided to take acloser look at the ITIL Service Management Framework.After some research and basic practical application, itwas their view that everything revolves aroundConfiguration Management. With that in mind, theyattempted to shift the paradigm of InventoryManagement to Configuration Management, and in anutshell, embarked on a holistic approach to managing IT infrastructure.

The Implementation Of Incident ManagementAndrea Jones-Wigglesworth,Incident Process Owner,WWREI, BMO Financial GroupCode: Beyond Beginner

In this case study presentation, Andrea will review howher organization – (BMO) Bank of Montreal – hasimplemented Incident Management. BMO was PinkElephant’s 2003 ITIL Project Of The Year Award Winner.Andrea’s IT organization is a very large, complex multifaceted environment that supports 34,000 bankemployees and millions of transactions annually fromretail, corporate and investment customers.

Andrea will explain that, in an effort to establish quickwins, many IT organizations start their IT processimprovement implementations by implementing IncidentManagement according to ITIL best practices. But she willalso cite other reasons why you may want to choose tobegin with Incident Management, and the benefits ofstarting here.

The Road To IT Excellence – Or Highway ToHell? Rolling Out Integrated Change, Release& Configuration Management Processes

Chris Carr, Director, Global Operations,General Motors AcceptanceCorporation – ResidentialFunding Corp, Technical Services GroupCode: Beyond Beginner

This case study will profile the implementation andintegration of Change, Release and ConfigurationManagement processes at GMAC-RFC. Chris will provideyou with a “before and after” look. The before picture isone of three separate, manual, dysfunctional processes;while the after picture is one of three integrated andautomated processes. Chris will explain how her ITorganization was able to transform from one to the other, and also provide examples of quick wins and cost benefits.

Achieving A Successful ITIL Service Desk Implementation

Peter McGarahan, President, McGarahan &Associates,

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Peter Pace, Manager Of IntegratedProduction Services, United AirlinesCode: Beginner

At the core of ITIL Service Support is the Service Desk,the single point of contact for customers and users. Thefunction of the Service Desk is crucial to the success ofany IT Service Management initiative. Organizationstoday are leveraging this function for marketing andcommunication, the reporting and handling of allincidents and coordinating problem and changemanagement. This is a not-to-be-missed session if you'retrying to implement an ITIL focused Service Desk. Peterand Peter - both highly seasoned IT support practitioners- will relate their experiences highlighting what worked,what didn’t and what they have learned about achievingsuccessful outcomes.

Managing An Enterprise Implementation Of Support Processes

Dean Peterson, VP IT Support, Wachovia CorporationCode: Beyond Beginner

Wachovia is one of North America’s leading and largestfinancial institutions. Dean’s presentation will focus onhis organization’s enterprise wide integration of Incident,Problem, Change and Configuration Management

processes. This initiative has been a large, complex andmulti faceted project. Dean will provide a generaloverview of Wachovia’s ITIL journey and projectmilestones, then take you through the highs and lows,benefits gained, and a summary of lessons learned.

Mapping Out Support ManagementProcesses Using Swim Lane Diagrams

Julie Mohr, Consulting Practice Principal,Agilitá-ConsultingCode: Beyond Beginner

Utilizing a case study implementation of the ITIL incidentmanagement process, this session will illustrate how tomap out incident management utilizing swim-lane orcross-functional diagrams. Covered in the process reviewwill be: call handling, incident management, technicalsupport partner process, incident dispatch, service levelescalation, status update and incident closure.

All key technology interfaces will be depicted along withthe key function of the Service Desk throughout theincident management process. A strong focus will beplaced on developing strong customer advocacythroughout the Incident Management process tofacilitate the rapid restoration of service and ensurecustomer satisfaction. Technical support partners’ rolesand responsibilities are also defined.

Rolling Out Changes & ReleasesJohnnie Woods, IT Program Manager, Southern California EdisonCode: Beyond Beginner

Johnnie is involved in a very large and complex IT processimprovement initiative. She’ll provide a generaldiscussion about the lessons learned to-date from herorganization’s experience with ITIL implementation. Therewill also be specific focus on Change and ReleaseManagement processes. Johnnie will talk about theiroverall program management and organizational changemanagement strategy; defining cross-functional teamsversus change agents, and much more! SCE is one of thelargest electric utilities in the U.S., and the largestsubsidiary of Edison International.

Implementing Incident & Problem Management

Joseph Gallagher, VP IT,PershingCode: Beginner

This case study will provide insight into how Joseph andhis IT colleagues at Pershing approached the planning,development and implementation of integrated incidentand problem management processes based upon ITILbest practices. During his presentation, there will bespecific focus on the end-to end incident lifecycle andhow root cause analysis is conducted for resolvedincidents.

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Defining Government IT Shared ServicesJames Shypitka, Manager Business Transition,Common IT Services Division, Province Of British ColumbiaCode: Beyond Beginner

James and his colleagues are into their fourth year ofimplementing ITIL best practices within the BCGovernment. During this session, he'll provide: Anoverview of his organization's process improvementstrategies; The evolution of a Dispatch Centre to an ITILService Desk; Development of a Service LevelManagement process; Implementation of Incident andChange, and CMDB.

Implementing ITIL Security Management Kip Boyle, Chief Security Officer,PEMCO Corporation Computer Services

Code: Beyond Beginner

Kip will discuss how to reduce risk AND demonstratecompliance! Learn how PCCS implemented SecurityManagement with an eye towards controlling risk andtaming burdensome audits. Using a distributed securitymodel, they successfully completed a SAS70, type IIattestation along with 18 other internal and financialservices customer audits in 2004. He will also discuss:How security strategy and policy shapes the processesused for service delivery; Developing security processesin a distributed security model; The process diagram asan operational job aide; How to publish and maintain theprocesses and other supporting documentation; Whythey have a “compliance architecture” and how itsupports Sarbanes-Oxley, GLBA, HIPAA, SAS70Attestations, CISP/PCI Attestation, and just about anyother audit you might face.

Taking The IT Out Of ITILSandra Thompson, Technology Manager ServiceCentre, Television New ZealandCode: Beginner

During this session Sandra will share how Television NewZealand approached implementing ITIL processes in non-IT areas, and also how they turned four distinct helpdesks into one, fully integrated Service Centre. Take alook at the ‘then and now’ TVNZ service and supportaspect of the business. This presentation will cover someof the issues encountered while implementing processesin the broadcast and building services area, and thesuccesses they are now experiencing. In Sandra’s currentrole she has nationwide responsibility for the ServiceDesk, level two support, the corporate server

infrastructure, commercial affairs, service managementand TVNZ Interactive Technical Team.

Creating A Service Catalog: MeasuringSystems As Services

Joseph Gallagher, VP IT, PershingCode: Beyond Beginner

In this case study Joseph will provide insight into howPershing approached the planning and creation of an IT-based Service Catalog. Within ITIL’s Service LevelManagement process, the creation of a service catalog isa critical success factor. Discussion will include howsystems were defined as services, how the serviceowners were identified, how service levels were defined,and how service scorecards were created.

The Processes Behind The Processes: What ITIL Didn’t Tell You About

Cathy Kirch, Systems Architect, ServiceManagement COE -Infrastructure ServicesAllstate InsuranceCode: Beginner

There is more to implementing ITIL than just designing,documenting and implementing processes. In point offact, process is easy, changing people and culture is thereally hard task. In January 2004, Allstate InsuranceCompany established a dedicated group of staff calledthe Service Management Center of Expertise (SMCOE) tofully address the people, process and technologychallenges of implementing IT Service Management at afortune 100 company. This session will showcase some ofthe successes of the SMCOE in the areas of supportingprocess implementation teams through training andeducation, process management, project/programmanagement and communications. Cathy’s presentationwill focus on strategic issues, and Service Deliveryprocesses including special focus on Service LevelManagement.

Moving From Disaster Recovery To ITCSM Brenda Oberto, Business Continuity &Disaster RecoveryCoordinator,&Todd Haley, Operations Manager, PEMCO Corporation ComputerServicesCode: Beyond Beginner

Brenda and Todd will share their experience on how tosuccessfully integrate Disaster Recovery and BusinessContinuity Planning into IT Service ContinuityManagement (ITSM) within the ITIL Framework. PEMCO is

currently into their fourth year of ITIL implementation andhave successfully implemented many IT ServiceManagement best practices. Brenda and Todd will alsoprovide insight into how ITCSM was integrated with otherservice support and delivery processes.

Service Level Management ImplementationCase Study - Part 1

Char LaBounty, President, LaBounty & AssociatesCode: Beginner

In this highly informative session, Char, one of NorthAmerica’s most respected IT support professionals, willexplain why the use of Service Level Management is apowerful mechanism for providing effective process andmethods for maintaining critical IT business alignment ina complex environment of ongoing business and ITchange. It is also a critical cornerstone for implementingprocess maturity in the other core process disciplines. Inthis session you will learn how changing businessobjectives are reflected in changing OLAs/SLAs, howimplementing OLAs/SLAs in both service desk andchange management processes increases awareness ofbusiness goals, and reduces risk of missing them. Youwill develop an understanding of how IT changes arecommunicated and planned with business managementand recognize that being able to change SLAs and theprocess of managing them, allows IT to revise their rules– including raising the bar once SLAs are continually met,thereby continually increasing the value IT can deliver tothe business.

Service Level Management ImplementationCase Study - Part 2

Peggy Gerace-Roosa, Director Of Service Level &Process Management, &Willa Fabian, Vice President Of StrategicPortfolio Management,EarthLink, Inc.Code: Beyond Beginner

At EarthLink, IT doesn't just serve the business: it is thebusiness! The entire company infrastructure providesInternet-related services to more than five millionsubscribers, and the majority of operations staff isdedicated to the support, maintenance, and growth ofthese systems. During this session, Peggy and Willa buildon the theory discussed during Char’s presentation andreview EarthLink’s step-by-step real life journey toimplement Service Level Management. Leveraging thecommitment of senior management, dedicated resourcesto define the new environment under the guidelines ofSLM, and the unique customization capabilities ofRemedy with the experience of a dedicated Remedydevelopment team, the new service level managementsystem was deployed operations-wide within ninemonths.

Track 2: ITIL ServiceDelivery Case Studies



9

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Making ITIL Process Designs Live Porter Sherman, Manager, PerformanceDesign, UnileverCode: Beyond Beginner

Porter's presentation will focus on Configuration,Change, Incident, Problem, Release and Service LevelManagement. After a process is documented anddesigned at a high level, it is not always clear what is thebest way to approach implementation. In a recent ITService Management project at Unilever, a two stagedapproach was used: a) Pre-Implementation Stage toengage teams and prepare tool, and b) ProductionImplementation Stage. This presentation focuses on thePre-Implementation Stage. It identifies the issues andtasks that had to be addressed so that processimplementation, tool integration and culture changewould be synchronized during the production rollout of ITservice management.

IT Technology Trends: A Look To The Future George Spalding, Executive Consultant, Pink ElephantCode: General

Join George, Pink’s technology guru, as he looks into thefuture. They say technology never stands still and that’snever been truer than today! In fact, most peopleembrace the view that everything we know today willchange tomorrow. But exactly how far off is tomorrow?And what exactly will change? George looks ahead andidentifies new technologies that are about torevolutionize IT and business applications. He’ll describehow we can prepare for them now, and he’ll profile thelatest gadgets and devices that are precursors to the newworld of technology, explaining what they tell us abouthow the tech world is about to change.

Technology Panel DiscussionFacilitator: George Spalding, Executive Consultant, Pink ElephantCode: GeneralBring your questions about how to align tools withpeople and processes. George will gather a team of ITservice management tool experts – IT managers,vendors, and Pink’s consultants – to help you addressyour biggest challenges.

Assessing Tools For ITIL CompatibilityTroy DuMoulin, Executive Consultant, Pink ElephantCode: General

The requirements for managing the current and futureprocessing architectures within IT service managementare becoming more complex, so is the use of automatedtools. Many IT professionals need assistance when itcomes to properly assessing the products that best suittheir needs.

Review how to use ITIL’s integrated IT service frameworkas a basis for tool selection and implementation. Thissession specifically demonstrates the secrets containedin the two hidden jewels of the library - IT InfrastructureSupport Tools and Service Delivery Tools. These two ITILbooks provide criteria that you can use to evaluateproducts and design service support and delivery tools.

The Hitchhiker’s Guide To An ITILImplementation: Utilizing End-to-EndVisibility To Improve Results

Lloyd Tate, Director Of Solution CenterServices, Georgia-Pacific

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John Sweeney, VP Of Customer Value,Reflectent SoftwareCode: General

As part of its ongoing ITIL Initiative, Georgia-Pacific hasscrutinized its problem, incident and service levelmanagement processes, making dramatic improvementsthat are translating to business value. This session willfocus on the ITIL initiative underway at G-P, discussingthe tactics used to prioritize the project internally and theareas where Lloyd and his team have seen earlysuccesses. Lloyd will also highlight how the Company’sdecision to extend visibility out to its managed PCs hasenabled it to quantitatively measure actual userexperience and cut significant cycles out of its problemand incident management processes.

Taking The Pain - & The People - Out Of Nightly Maintenance

Keith Millar, VP, Product Management,Opalis & Schenker Case StudyCode: General

Schenker is the leading provider of transportationservices and support for the global exchange of goods,with 38,000 employees at over 1,100 locations worldwide. There is a business critical need for IT to maintainhigh server availability to support Schenker's complexday-to-day business transactions, customer servicedeliverables, and high standards for delivery tracking.Nightly maintenance for the servers was becoming a

difficult, challenging and unwieldy process. This sessionwill highlight how Schenker automated their nightlyserver maintenance processes, and maintained highserver availability, while saving the organization at leastten person-hours per week.

Consultant’s Case Book: Do’s & Don’ts Of Implementing Incident & Problem Management

Harpreet Virdee, Managing Consultant, Pink ElephantCode: Beyond Beginner

Many organizations choose these two “sister” IT supportprocesses as a starting point for implementing ITIL bestpractices. Harpreet will explain why, and provide avaluable list of proven techniques to get the job doneright. There’s no need to repeat the mistakes of others!Attend this insightful session and learn what it reallytakes to plan, implement and manage Incident andProblem Management from one of the world’s mostknowledgeable ITIL experts.

Consultant’s Case Book: Do’s & Don’ts OfImplementing A Fully Integrated ITILFinancial Management Process

Troy DuMoulin, Executive Consultant, Pink ElephantCode: Beyond Beginner

Is this the forgotten process in your IT organization? TheFinancial Management process enables CIOs and ITmanagers to take a business perspective on IT with fullvisibility and fiscal control. But, many IT managementteams still do not give this area the attention it deserves.Troy will review how this key ITIL process can strengthenIT business alignment. If you’re an IT professional taskedwith managing and leading a process or function, it’simperative that you understand the link between youractivities and Financial Management. But, what exactly isit you’ve got to do? Troy has specialized in processconsulting at senior levels and he’ll provide you withvaluable insight and proven techniques fromimplementing and managing a value-added FinancialManagement process.

What IT Managers Need To Understand About Process Maturity

Terry Sherman, Education Consultant, Pink ElephantCode: General

Are you in “control” of your processes? Or, are you fully“optimized”? Do you know what these mean, or why it’simportant to know? Attend Terry’s session and you’lllearn about the key concepts of process maturity. Terry

Track 4: Pink University

Track 3: IT InfrastructureManagement



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will explain why understanding the maturity level of yourIT Service Management processes is a necessary step inimplementing best practices according to ITIL. He’ll alsotake you through the details, objectives and types ofquestions required to determine the level of maturity forkey ITIL processes. Terry brings with him a wealth ofknowledge and he’ll combine a mix of theory, experienceand real life examples to illustrate the methods andtechniques used in performing an effective ITIL processmaturity assessment. If you’re just about to start theplanning of your ITIL implementation journey, this is amust-attend session.

Consultant’s Case Book: Do’s & Don’ts Of Implementing Availability & Capacity Management

Jack Probst, Executive Consultant, Pink ElephantCode: Beyond Beginner

Today’s reality is that if IT stops, then business stops! Theavailability and reliability of applications, systems andtechnology directly impacts internal and externalcustomer service – as well as the overall reputation ofthe business. There are numerous cost and qualitybenefits to having well structured and effectiveAvailability and Capacity Management processes inplace, and ITIL’s IT Service Management Model includesguidance for the best practices needed. Jack, who is ahighly experienced IT practitioner as well as a veryknowledgeable process consultant, will provide valuableinsight into the right way and wrong way to approachthese two complex and multi faceted processes. If you’relooking to hear from an IT leader who has real lifeexperience managing successful ITIL projects, this is anot-to-be-missed session.

Why & How To Establish Quick Wins Gary Case, Executive Consultant, Pink ElephantCode: General

Major transformation and continuous improvementefforts, such as the implementation of ITIL’s IT ServiceManagement best practice framework, take time.Complex efforts to change strategies, restructureorganizations, and reengineer processes risk losingmomentum if there are no short-term goals or quick winsto meet and celebrate. Most people, including seniormanagement and the CFO, won't go on the long marchunless they see compelling evidence within a short timeframe that the journey is worth the effort and cost, andproducing expected results. Without short-term wins, toomany employees give up or actively join the resistance.Gary - a highly seasoned process implementationveteran - has seen the good, bad, and even the ugly! He’llprovide several specific reasons why short term wins areso critical to the overall success of change efforts, andhe’ll illustrate his key learning points with real-lifeexamples. Attend this insightful session about what itreally takes for IT managers to effectively plan for anddeliver quick wins.

Consultant’s Case Book: Do’s & Don’ts Of Implementing Change & Release Management

Troy DuMoulin, Executive Consultant, Pink ElephantCode: Beyond Beginner

Within ITIL’s IT Service Management Model, Change andRelease Management play pivotal roles. These twointerdependent processes sound great in ITIL theory butmany organizations struggle with implementation andongoing management. Everyone appreciates the value ofeffective Change and Release Management processes.However, a common complaint voiced by many wellintentioned IT managers is they can be difficult toimplement and manage because of what are perceivedto be very complicated and bureaucratic procedures.These are definitely some of the pitfalls. But, they can beovercome and once they are, the benefits are felt almostimmediately and well worth the effort. Troy will providegeneral guidelines and best practices to consider foreffectively implementing and managing these two highprofile service support processes.

Ask The ITIL Experts! Q&A Panel Discussion Facilitator: Char LaBounty,President, LaBounty & AssociatesCode: General

Expert Panel Discussions chaired by Char areconsistently one of the highest rated sessions at Pinkevents all over the world. Once again, Char hasassembled a distinguished group of IT practitioners andconsultants to address your most pressing challenges. Inthis session you’ll hear what your peers are strugglingwith, and the practical solutions recommended by thepanelists. There’ll be a wealth of knowledge andexperience in this panel – make the most of it!

How To Gain Senior Management Buy-In Facilitator: Peter McGarahan,President, McGarahan & Associates Code: General

Peter will facilitate a general discussion about how to getapproval from senior managers including C levelexecutives. Many IT managers fail to get neededapproval because they don’t approach this sometimes-daunting subject in the right way. If this is an area youand your colleagues are struggling with, join Peter in thisfocus group discussion.

Starting Your ITIL Implementation JourneyFacilitator: Gary Case,Executive Consultant, Pink Elephant Code: Beginner

Gary has helped numerous organizations start up theirITIL implementation projects. If your IT organization iscurrently undertaking its education and awarenessprogram, and not certain about next steps, come to thisfocus group to ask Gary and hear how other participantsare managing the start of their ITIL journeys.

Best Practices For ITIL ProjectImplementation

Facilitator: Harpreet Virdee,Managing Consultant, Pink Elephant Code: Beyond Beginner

Harpreet’s focus group will address issues faced bythose who understand what has to be done, but havequestions about how to do it. Everyone’s IT ServiceManagement project plan is different, but there arecommonalities, and general best practices that can beapplied to ensure success. Gain valuable advice from anexperienced consultant, as well as from otherparticipants with similar challenges.

ITIL In Global Organizations

Facilitator: Harpreet Virdee, Managing Consultant, Pink Elephant Code: Beyond Beginner

Harpreet’s focus group will address the issues faced by IT organizations seeking to implement IT ServiceManagement best practices across the globe. It’schallenging enough to implement major changesuccessfully in one region or country, but when yourscope involves international business units, there areunique challenges and added complexities. Learn from a seasoned professional and exchange ideas with other participants.

Track 5: Focus Groups &Panel Discussions



11

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Post Symposium Workshops

A detailed introduction to the concepts, terms, definitions, goals, benefits and relationships within the core IT service management processes and function, according to the ITIL best practice framework.

Based on principles described in ITIL’s Service Support and Service Delivery books, this course focuseson taking a holistic approach to IT service management through the use of processes, their respectiverelationships, and workflows. This course also prepares participants for the examination leading to theFoundation Certificate In IT Service Management, the prerequisite for the Practitioner and ServiceManager levels of ITIL certification.

An independent examination body facilitates and marks the examination, which is scheduled on the last day of the course.

ITIL IT Service Management Essentials August 24 - 25, 2005

Who Should AttendAnyone working in IT services requiring more information about the ITIL best practice framework.

PrerequisitesThere are no mandatory prerequisites. Work experience in IT services isrecommended.

BenefitsAfter attending, participants will understand how ITIL processes can improveIT operations. In particular, participants will:

• Understand ITIL’s five operational processes, single function and five tacticalprocesses

• Comprehend the main activities of each process

• Be aware of key ITIL definitions

• Understand the scope and operation of an ITIL compatible Service Desk

• Be prepared to take the Foundation Certificate IT Service Managementexamination

CurriculumIntroduction to ITIL:

• Structure of the library

• ITIL’s key concepts and objectives

• Overview of ITIL certifications: Foundation, Practitioner and ServiceManager

• Outline of relationships between the ITIL processes

Detailed descriptions of the goals, benefits, challenges, managementreporting, and interfaces of the five operational processes and the ServiceDesk function:

• Service Desk

• Incident Management

• Problem Management

• Configuration Management

• Change Management

• Release Management

Detailed descriptions of the objectives, benefits, metrics, challenges,management reporting and interfaces of the five tactical processes:

• Service Level Management

• Financial Management for IT Services

• Availability Management

• Capacity Management

• IT Service Continuity Management

Examination60 minutes; 40 multiple-choice questions; closed book.

Certification CriteriaAn independent examination body awards the Foundation Certificate In ITService Management after participants receive a passing grade of 65% on the examination.

Get Certified!

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Pink Elephant

Leads The

Way In IT I L

Educ ation &

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Establishing A ServiceDesk According To ITILBest PracticesAugust 24-26

Who Should AttendIT managers, process owners, project managers, anyoneresponsible for creating or managing a Service Desk.

PrerequisitesParticipants must hold the Foundation Certificate In ITService Management. If you do not have this certificate, itis attainable through Pink Elephant's ITIL IT ServiceManagement Essentials course.

BenefitsAfter attending this workshop, you will understand how toturn a "help desk" into an ITIL Service Desk.

Curriculum• Benefits of the Service Desk

• Clarifying roles and responsibilities within the servicesupport organization designing the Service Desk

• Key activities of the Service Desk in relation to ServiceLevel Management and Configuration Management

• Incident, Problem and Change Management processmodels - the relationship between these processmodels and the Service Desk

• Tool requirements for the Service Desk. How to build abusiness case for investing in tools and Service Deskimprovements

• Skills required for a Service Desk agent as well asstaffing options and models

• Measurement and reporting activities

• Identify different Service Desk models and theadvantages and disadvantages of each

Examination• 90 minutes; 40 multiple-choice questions; closed book

How To Implement ITIL:Integrating People & ToolsWith ProcessesAugust 24-26

Who Should AttendProcess owners, project sponsors, project managers,process design team members, quality audit andassurance staff, managers, directors or consultantsinvolved in developing IT service management processes.

PrerequisitesParticipants must hold the Foundation Certificate In ITService Management. If you do not have this certificate, itis attainable through Pink Elephant's ITIL IT ServiceManagement Essentials course.

BenefitsAfter attending this program, attendees will understand thesteps to take to develop a process framework – such asITIL. Participants will have an understanding of:

• The importance of gaining management commitmentfor process implementation or improvement initiatives

• Concepts for managing organizational change

• Key phases of Process Development

• The three main components of process implementation:people, process and technology

• The importance of continuous process improvement

Curriculum• The case for service management

• Gaining management commitment

• Manage IT like a project

• Managing organizational change

• Key phases of process development

• Creating an implementation strategy

• Continuous Process Improvement


Measuring, Reporting & Improving The ITInfrastructure According To ITIL Best PracticesAugust 24-26

Who Should AttendIT managers, supervisors, team leaders, as well asproject, network, Service Desk, and service levelmanagers.

PrerequisitesParticipants must hold the Foundation Certificate In ITService Management. If you do not have this certificate,it is attainable through Pink Elephant's ITIL IT ServiceManagement Essentials course.

BenefitsBe able to use data generated by effective ITILprocesses to improve the management decision-makingquality, in turn, stimulating improvement initiatives.

Curriculum• Identifying the right indicators and measurement

thresholds for evaluating IT infrastructureperformance including understanding where ITIL's management information comes from, how it is generated, formatted and interpreted

• Defining communication methods for circulating,assessing, discussing and acting upon the newinformation

• Critical success factors for ensuring improvementefforts are properly focused, owned, achievable andimplemented successfully


Learn about improving the IT infrastructure'soverall performance using key activities definedwithin ITIL as well as methods for measuring andreporting IT results from a business perspective.

This is a certification course that includes an examon the third day.

Learn the key steps to developing, re-engineering andimproving IT Service Management processes in thiscomprehensive program. This three-day workshopteaches you how to do it, so there will be a consistentand effective means of developing ServiceManagement processes. Effective processes willincrease IT efficiency.

This is a certification course that includes an exam onthe third day.

Learn how to apply ITIL's best practice processes asdescribed in the Service Support and Service

Delivery books. Increased globalization and customerdemands have led many organizations to create ormigrate to a Service Desk. As a result of this trend,the Service Desk plays a more important role in anorganization. And is often integrated with otherprocesses such as Problem Management and Change Management.

This is a certification course that includes an exam onthe third day.



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Get Involved - Become An Exhibitor!To inquire about exhibiting, call Nancy Hinich at 1-888-273-PINK, ext. 223. Or visit, www.pinkelephant.com for a full exhibition package.

Gain valuable insight into the constantly changing world of IT servicemanagement focused services and products. Many of the participatingorganizations provide ITIL compatible products and services.

Here is a sample of the organizations that are participating in this year’s exhibition:

Networking Opportunities

Welcome ReceptionSunday, August 21, at 5:00 p.m.

Gather in the Exhibition Hall for this special Meet & Greet! Unwind in a funrelaxed setting and make new friends. This is the perfect way to kick off yourSymposium experience.

Networking PartyMonday, August 22, at 7:00 p.m.

Mix and mingle with your fellow attendeesto reflect back on the day's many excitingcase studies and industry expertpresentations. Trade stories, ask questions,share your experiences, and exchange ideasabout how to tackle common issues.

Post Symposium Hospitality& Networking PartyTuesday, August 23, at 5:30 p.m.

No need to leave early! Stay on after the last session for a final networkingopportunity and to take full advantage of the event.

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Exhibition Showcase


Pink Elephant’s IT Service Management Conference & Exhibition, Orlando, 2005

Premier Sponsors:

Additional Sponsors:

For the most up-to-date listing of Exhibitors, visit www.pinkelephant.com.

Early Bird Special

Register on or before June 3, 2005 and

receive 15% off the full fee. Payment

must be received with registration.

Team Discounts

Benefit from the power of teamwork.

Here's an opportunity to get everyone

started on the same page. Register

before June 3, 2005 and the first two

registrations are at full fee and every

additional registration is 20% off.

After the Early Bird deadline of June 3,

2005 the first two registrations are at

full fee and every additional registration

is 10% off. ©Pi

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Venue Information

The event will take place at the Palace Hotel. Ablock of rooms is reserved at a special rate of $219USD per night for Symposium attendees. To obtainthis special rate, attendees must book before July22, 2005. Please call the hotel directly at 1 (800)325-3589 and mention that you are attending thePink Elephant event to receive the special rate.

Please note: room rate is subject to availability.

Fees & Payment

The regular fee is $1,395. All fees are in US funds.Discounts and/or specials cannot be combined.

Pink Elephant must receive payment withregistration. Fees include attendance at the event,conference manual, and meals (continentalbreakfast, lunch and beverages) each day.

Substitutions & Cancellations

You can substitute an attendee at any time.

Pink Elephant must receive a cancellation in writing([email protected]) no later than 15business days prior to the Symposium start date.You will receive a refund minus an administrationfee of $250. Refunds are not available after July 29,2005. Participants who cancel after this date willreceive credit towards another Pink Elephant eventor workshop, less an administration fee of $250.Note that all course credits are valid for six monthsfrom cancellation date.

No Shows

No credit is provided and no refunds are made ifnotification is not received in writing andacknowledged by Pink Elephant 15 days in advanceof the start date.

For More Information &To Register:

Visit www.pinkelephant.com or call 1-888-273-PINKfrom 8:30 a.m. to 7:30 p.m. (EST), Monday throughFriday.


Fees & Registration Information

15

Event Name Date Fee

ITIL Case Studies Symposium August 21-23, 2005 $1,395


ITIL IT Service Management Essentials August 24-25, 2005 $1,395

Establishing A Service Desk According To ITIL Best Practices August 24-26, 2005 $1,695

How To Implement ITIL: Integrating People & Tools With Processes August 24-26, 2005 $1,695

Measuring, Reporting & Improving The IT Infrastructure According To ITIL Best Practices August 24-26, 2005 $1,695

Palace Hotel

Pink Elephant5575 North Service Rd.Burlington, ON L7L 6M1CANADATel (905) 331-5060Fax (905) 331-5070www.pinkelephant.com

Attention mailroom: If undeliverable, please route to the IT Support Director/Manager.

San Francisco is often referred to as,

"Everybody's Favorite City," a title earned by

its scenic beauty, cultural attractions,

diverse communities, and world-class cuisine.

Measuring 49 square miles, this very walk-able city is

dotted with landmarks like the Golden Gate Bridge,

Alcatraz and the largest Chinatown in the United States. A

stroll of the city's streets can lead from Union Square to

North Beach, with intriguing neighborhoods to explore at

every turn. If walking is not for you, hop on a cable car to

Fisherman's Wharf for the best seafood of your life! The

Palace Hotel is ideally located in downtown San Francisco,

close to all of the city's major attractions.

ITIL Case StudiesSymposiumAugust 21 - 23, 2005Palace Hotel, San Francisco

ITIL Case StudiesSymposiumAugust 21 - 23, 2005Palace Hotel, San Francisco

itil case studies symposium - pink elephant · itil case studies symposium, which will be held at...

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