| Time |
Agenda |
| 7:30am - 8:30am |
Registration/Continental Breakfast |
| 8:30am - 9:00am |
Breakfast Session
Growth of the ITSM Certification Market
Michelle Sherbino |
| 9:05am - 9:55am |
Opening Keynote
Enabling a Smarter Planet With Integrated Service Management
Chris Mallon |
| 10:00am - 10:50am |
Session #T1A
ITIL - A Road to Nowhere?
Ivor Evans |
Session #T1B
Improve the "Business of IT" by using a measurement framework and metrics that matter most
David Smith |
Session #T1C
ITSM in the Cloud
Matt French |
| 10:50am - 11:00am |
AM Break |
| 11:00am - 11:50am |
Session #T2A
Taking Care of Business – Doing the Right Things the Right Way is No Longer Enough
Glen Purdy |
Session #T2B
Security Controls in the Service Management Framework
Kathrine Warren |
Session #T2C
Service Catalogue: Real World Case Studies
Blaine Bey |
| 11:50am - 12:45pm |
Lunch |
| 12:45pm - 1:35pm |
Session #T3A
The Leaky Bucket
Mark Sherry |
Session #T3B
ITSM: Moving Forward While the Rest of Your World Goes Crazy
Mark Boucher |
Session #T3C
IT as a Service: The Impact of Cloud Computing
Ruth Morton |
| 1:35pm - 1:50pm |
PM Break |
| 1:50pm - 2:40pm |
Session #T4A
Process Design Simplified: How to Design Effective Processes
David Mainville |
Session #T4B
Succeeding in a Massive ITSM Improvement Program
Kim-Tu Nguyen |
Session #T4C
The CIO's 3 Pillars for a Service Oriented Enterprise
Rick Bowes |
| 2:45pm - 3:35pm |
Closing Keynote
A Practical and Efficient Approach to ITSM Implementations
Alex Paul |
| 3:35pm - 4:30pm |
Reception |
