itSMF USA Fusion 09 - Program/Agenda

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itSMF USA Fusion 09 - Uniting the world of IT service management - Sept. 20-23, 2009 Dallas, TX

TRACK 3 - SERVICE OPERATIONS WITH A SIDE OF CHANGE

BACK

Service Operations’ goal is to fulfill activities and processes required to manage services for business users and customers under agreed upon service levels. The controls that help manage those activities are overseen by Change Management. Bringing these components together will increase the benefits and improve sustainable services. In this track you will learn critical steps to ensure effectiveness through communication, knowledge gathering, and taking it one step at a time.

Monday - Sep. 21

10:00 AM - 11:00 AM The Mighty OLA - details

2:15 PM - 3:15 PM Service Desk State of the Future Report - details

Tuesday - Sep. 22

10:00 AM - 11:00 AM Optimizing ITIL® Problem Management - details

11:15 AM - 12:15 PM Implementing Change Management in a Regulated Enviroment: A Case Study - details

2:00 PM - 3:00 PM IT Change Management - Without the Nasty Surprises - details

4:30 PM - 5:30 PM Bridging the Gap Between Incident and Problem Management - details

Wednesday - Sep. 23

8:45 AM - 9:45 AM Transitioning to a Knowledge-Powered Service Desk - details

10:00 AM - 11:00 AM Delivering on Your Service Management Strategy OR What have you done for me lately? - details