Computerworld - The Voice of IT Management

Saturday | 6 September, 2008

Computerworld Live Webinar

Wednesday 20th August 2008
11:00am EST (Sydney, Australia)

To be repeated on:

Thursday 4th September 2008
11:00am EST (Sydney Australia)

Sign up and receive a free copy of The Forrester Wave^TM Service Desk Management Tools, Q2 2008 at the conclusion of the Webinar.

Prioritizing Services with IT Service Management (ITSM)

In today's business climate, your organisation is likely to need stronger business growth than ever before. Many of the stresses associated with this are likely to fall on your IT department, forcing you to establish a sustainable, service-centric approach that continually and transparently delivers value to your business.

IT Service Management, or ITSM, provides you with a toolkit to do just this. ITSM focuses on a service oriented approach to IT management, allowing your IT department to remain aligned with and to support overall business aims.

The concept of IT Service Management is not new to many Australian organisations, but there is still much work to be done in fulfilling ITSMs aim of fully customer-aligned business service management.

Attend and discover:

How to deliver value to your business through ITSM
Best practice ITSM implementation
Why emphasis is changing from optimizing IT management processes to better servicing customers and demonstrating real dollar value
If service-oriented ITSM is best for your business

AGENDA

11:05 am

Tim Sheedy

Research Analyst, Forrester Australia

Tim will provide a quick overview on the state of ITSM, focusing on how ITSM can aid the IT department in remaining business focused. He will also discuss the the Forrester Wave^TM Service Desk Management Tools, Q2 2008 report, as well as how Forrester rate vendors in the ITSM space.

11:15 am

Richard Outten

ITSM Business Lead, Hewlett Packard

Most medium and large organisations in Australia have introduced service management practices at some level. Many have only addressed a few core processes that focus on internal IT efficiency however, and have not fully realised true customer-aligned service delivery. In this session, Richard explains how to shift your thinking around ITSM, allowing better management in IT and better business outcomes.

11:25 am

Les Pall

Technical Consultant, Hewlett Packard

Les Pall will guide you through a short demonstration of ITSM technologies, applied to a set of possible business scenarios. Les will help you discover how to better design, implement and continually improve the processes you use to control and manage your applications and infrastructure.

11:35 am

Q & A time / Panel discussion

ABOUT THE SPEAKERS

Tim Sheedy

Senior Analyst, Forrester Australia

Based in Sydney, Tim is one of Forrester's Asia Pacific analysts contributing to the company's offerings for Sourcing & Vendor Management. He is a leading expert on the Information Technology Infrastructure Library (ITIL) and how it relates to outsourced IT environments.

Tim has been responsible for providing insights into the IT environment in Asia Pacific and has a specific focus on Service-Orientated Architecture (SOA) and Information Management solutions.

Richard Outten

ITSM Business Lead, Hewlett Packard

With more than 20 years in the IT industry, Richard has held a broad range of management positions in areas such as strategy, marketing, business development and alliances. Currently working with HP Software, Richard leads the Project & Portfolio Management and IT Service Management businesses in the South Pacific.

Les Pall

Senior Technical Consultant , HP Software

Les Pall has over 15 years practical experience in designing and deploying solutions based on HP software products, with particular focus on ITIL-aligned IT Service Management systems. He is often an invited speaker at industry user group forums.