August 2010 Featured Guest Speaker: Malcolm Fry Once you register you will be sent a link to the video.

Connect, Learn, Grow with itSMF USA

itSMF USA ISO/IEC 20000 SIG Webinar

Destination ISO/IEC 20000: Getting Started – Planning and Preparation
Join the journey to “Destination ISO/IEC 20000”. During this second event the participants will learn about setting up a business case for ISO/IEC 20000 certification, determining the key stakeholders of the certification program, how to obtain commitment from management, build awareness and establish an ISO/IEC 20000 project or program team.

featuring Donna Knapp, ITSM Academy and Cheryl Eyermann, Ratheon

itSMF USA Presents: Are We There Yet? Aligning with Your Business

Silos to Service – Making the Transformation featuring James Thomas, Pacific Life
Making the transformation to a service-based IT organization is not without its challenges; hear one company's testimony of how they went from being a silo-focused IT department to a service-based organization through the implementation of ITIL v2/3 and the establishment of process maturity goals aimed at improving their efficiency & effectiveness. Download Service Catalog Handout, Download Service Definition Document.

Beyond Alignment: Why IT Must Create Customer Intimacy featuring Charlie Araujo, CastlePoint
Intimacy is not a word that is often used in IT organizations. But it should be. Almost from the moment that the first computer was developed, there has been a divide between IT and “the business.” Technology is intrinsically complex and requires a certain type of (typically non-business) person to make it function. For a long time, this worked – the business didn’t understand what was going on and didn’t want to. And the IT guys preferred to be left alone to play with their blinking lights.

But as technology became more and more entwined into the fabric of business, this divide became a problem. The business was now reliant on these blinking lights and the folks that made them run to deliver their core business services. And so began the long conversation about how to bring IT and “the business” together. Join us for this inciteful look at how to create intimacy with your customers.

itSMF USA, ISACA and IBM E-Symposium Presents: Service Management Efficiencies - Sorting Through the Frameworks, Processes and Standards
At this month’s live eSymposium, our speakers talk about service management frameworks and how to apply them based on you enterprise’s unique circumstances. They will also be discussing security standards, and how ISO 20000 and ITIL3 relate to COBIT.

How Many Frameworks does it Take to Manage a Service featuring Ivor Macfarlane, IBM
Mega to Microscopic Risks: A Risk Taxonomy featuring Steve Schlarman, EMC
Integrating COBIT and Service Management featuring Gary Baker, gsbaker Consulting

Note: you will need to register on the ISACA BrightTALK site if you receive an "access denied" screen.

featuring Ed Williams and Mart Rovers

Featuring Elaine Lauritzen, Brigham Young University

itSMF USA On-Line Conference: Expanding Your Toolkit Part I: Complementary Frameworks Up a Notch!

Alphabet Soup: Selecting the Right Ingredients for CSI featuring Brian Johnson, CA
Alphabet soup: that is the general view of the plethora of frameworks, standards and general good ideas that proliferate around ‘continual service improvement’. It is not always good practice (let’s be honest, it is not even remotely sensible) to think that one framework rules them all; ITIL is not Lord of the Frameworks, come to that neither is COBIT and nor are standards---you need to know what advice pertains to particular improvement projects. This presentation will cover some of the more widely used frameworks, methods and standards---but it is not and cannot be definitive so please don’t write to the Editor if your favourite is overlooked. At the end, the soup may not be any clearer but at least some of the ingredients will be identified.
Integrating PMI PMBOK and ITIL featuring Reg Lo, Third Sky
Many people believe that the only integration point between Project Management and Service Management is when the service is handed-off to operations at the end of the project. In fact, Project Management and Service Management interact throughout the project and service lifecycle. Using PMBOK®, the popular standard from the Project Management Institute (PMI®), and ITIL v3 as references, this webinar explores:

COBIT Fundamentals
COBIT, which stands for Control Objectives for Information and Related Technology, is an IT Governance and Control framework created by the Information Systems Audit and Control Association (ISACA) and the IT Governance Institute (ITGI) that provides managers, auditors, and IT users with a generally accepted control framework to assist in IT Governance and Control. COBIT's success as an increasingly internationally accepted set of guidance materials for IT governance has resulted in the creation of a growing family of publications and products designed to assist in the implementation of effective IT governance throughout an enterprise.

Featuring Mark Thomas, itSMF USA COBIT SIG Leadership

Your ITSM Roadmap Should be Based on ISO/IEC 20000
Whether you just started your ITSM endeavor or are well underway with it, your roadmap should be based on the international ITSM standard: ISO/IEC 20000. This presentation explains how the requirements and the code of practice of this standard has steered many organizations who have embarked on an ITSM adoption program.

Featuring Mart Rovers, InterProm USA

Mind the Gap: Service Quality, Leadership & Organizational Change
In spite of volumes of information available on the importance of managing organizational change and aligning IT with the business, many companies are still experiencing a significant gap between the services IT provides and those that are needed by the business. This webcast will look at another aspect of this important topic – the gap between service expectation vs. services delivered and their quality and how to establish a change management practice that brings the business and IT closer together.

Spotting the Signs of Service Quality Failure: Sensing the Need for Organizational Change featuring Hank Marquis, Global Knowledge
Practical and Tactical Tools for Making Change Happen featuring Kirk Holmes, Holmes and Associates Inc.
Managing the Cultural Shift featuring Matthew Hooper, Inforonics

All Aboard! Managing Organizational Change as Your ITSM Implementation Matures
Whether it’s transitioning from ITIL® v2 to v3 or maturing any Service Management framework to involve all of IT and your business, the level of change driven by service management initiatives and continual service improvement can often leave people feeling left out. As people striving for excellence we’re all agents of change. Gain some techniques for dealing with it powerfully and insuring everyone’s aboard for the ride.

The Other Change Management Process: Best Practices for Organizational Change Management featuring Bill Cunningham, W. Cunningham Consulting
Service Excellence: A Vehicle for Organizational Change featuring Heather Deane Strickland, Spectrum Health

Asset and Configuration Management in Higher Education
Join the co-author of "The CMDB Imperative" and leading-edge implementor Carlos Casanova as he brings this book to life. Learn the tips and tricks you need to simplify and tackle this daunting task. Begin to understand how Asset Management differs from Configuration Management and the ownership structure needed for each.

Featuring Carlos Casanova, K2 Solutions Group, Inc.

Giving the Gift of Good Practices
This season comes but once a year and all I want for the holidays is the gift of good practices that will allow me to improve throughout the year!

Cloud Computing & ITIL V3 Good Practices featuring Valentin Galan, CA
Good Practices for Service Management featuring Gene Kim, Tripwire, Inc.
ITSM + PMO = NWO featuring Robbin Trusty, Austin Energy

Continual Service Improvement
Continual service improvement (CSI) is part of any successful Service Management implementation. It keeps IT services growing and changing with the business and includes the ability to continuously look at improving service stability, performance and functionality. Continual service improvement projects can come in many forms. Making it easier for customers to request services, cutting paperwork and wait times for service requests, understanding and producing an excellent service catalog is one way that Elbit Systems of America improved their services. They will be joined in this program by other companies that took on service improvements.

How Elbit Systems of America Delivers IT Services to Substantially Increast Customer Satisfaction featuring Harry K. Butler III, Elbit Systems of America LLC and Stephen Widen, CA
Just Click Your Heels and Sprinkle Pixy Dust...Right? featuring Tom Pierce, AT&T
Continual Service Improvement (CSI): Not only a three letter acronym (TLA)! featuring Robbin Trusty, Austin Energy

ISO/IEC 20000 is Not Scary!
Too often, ISO/IEC 20000 is perceived as a “prize” awarded to organizations with mature ITSM processes. The truth is that ISO/IEC 20000 describes the minimum critical activities that organizations should be executing to manage their services and ensure continual service improvement. This presentation will some focus on the practical aspects of ISO/IEC 20000 and how the standard can be used to support new or existing ITSM initiatives. This webinar was hosted by the ISO/IEC Special Interest Group.

Featuring Jayne Groll, ITSM Academy

The People Aspect of IT Governance
Customer Service and The People Side of IT Governance is truly – to use the old saw – where the rubber meets the road in IT. All the process and all the tools in the world won’t help if the customers we are supposed to serve do not perceive that they are being well-served and it is only our people who have the power to engender that positive perception. Conversely, failed implementations can almost invariably be linked back to failures to properly manage people and expectations. Furthermore, compliance with any process, legal or reporting requirement can only be as good as the people upon whom the requirement relies. This itSMF USA The Forum On-Line Conference focuses on the “people side” of IT service management implementations. The presentations include looking at the good practices of managing people through change and compliance and also include case studies by two itSMF USA Project of the Year nominees.

Best Practices for Managing People Through Change and Compliance featuring Atwell Williams, BMC Software
Merging ITIL, Building Teams - Lessons Learned from the Thomson Reuters Merger featuring Roger Bennett, Thomson Reuters
Beyond Process Improvement: Better Business Outcomes in clinical IT in December of 2006 featuring Joel Splan, Northwestern Memorial Hospital

ITIL, Higher Ed, and The Economy
Bill Cunningham, Higher Ed SIG Program Chair, led participants from Emory, Clemson, Georgia State, and Fresno State in a panel discussion exploring how today's economic realities have shaped ITIL/Service Management strategies in higher education, both for better and for worse. This webinar was hosted by the Higher Ed SIG.

Featuring BillCunningham, Higher Ed SIG Program Chair

IT & the Business: A Match Made in Heaven
Despite best laid plans, IT often struggles to allocate resources and budget where the business most needs them. It’s not that IT lacks technical proficiency, far from it. Rather, years of acquiring and managing resources in technology silos has put IT at odds with what the business cared about – technology supporting business outcomes. Unless addressed, IT runs the risk of being perceived as a black-box cost center; one in which endless streams of investment flows and no tangible value is returned. Service Portfolio Management solutions helps IT organizations drive better decision making and align resources to where they deliver the most value. It does this by examining how the function, cost, quality and benefit of each business service (from inception to retirement) meet and supports key business objectives and outcomes.

Maximizing Demonstrable Business Value With ITIL v3 Service Portfolio Management featuring Robert Stroud, CA
How to Implement a Lite Version of ITIL® v3 featuring Malcolm Fry, Industry Expert
Plexent/Gartner CIO Guide to Cost Optimization featuring Gordon Brown, Plexent

Operational Efficiency
Hear experts outline the interaction of the various processes within IT and provide specific examples of automating activities from service request through to fulfillment.

IT Operational Efficiency -- Now More Than Ever featuring Tony Sanders, BMC Software
Is ITSM Still Relevant in the Current Economy? featuring David Cannon, HP
Using IT Automation to Increase Productivity featuring Craig Wiseman, BT Financial Group
Improving IT Operational Efficiency Through Automated Solutions featuring Keith O’Kelley, Dresdner Kleinwort

The Impact of Economic Uncertainty on Service Management
Hear experts talk about the effects of an economic downturn on IT Service Management and how to survive.

The impact of Economic uncertainty on Service Management Plans featuring Bill Powell, IBM Global Services
Effectively Allocating IT Resources to Empower Business Success featuring Hank Marquis, Global Knowledge
ITSM in the Automotive Sector in the Current Economic Environment featuring Dave Howard, Toyota
Providing Value through ITSM featuring Jayne Groll, ITSM Academy

What is ISO/IEC 20000
An overview of ISO/IEC 20000, the International standard for IT Service Management. This webinar was hosted by the itSMF USA ISO/IEC 20000 Special Interest Group.

Featuring Alex Hernandez, Plexent

The ISO/IEC 20000 Certification Process
Understanding the audit process involved for an organization to become ISO/IEC 20000 from a representative of a Registered Certification Board (RCB). This webinar was hosted by the itSMF USA ISO/IEC 20000 Special Interest Group.

Featuring Manuel Marco, Det Norske Veritas

Optimizing IT Infrastructure: Reduce Costs & Maximize Your ROI
IT departments will always be under pressure from business management to gain insight and control over their IT function – and many are turning to automation to achieve results fast - and for good reason. Better insight and control - achieved through automation - means less downtime & better resource utilization, ultimately reducing your organizations expenditure while enabling you to deliver better services in a tightly regulated environment. You need to ensure your solutions are agile, quick to implement and quick to show their value.

Realize Efficiency, Reduce Costs and Speed ROI: Align IT Operations to Business Objectives w/End-to-End IT Service Management featuring John Murnane, EMC Corporation
Going Virtual: A Comedy in Three Acts featuring Dennis Ravenelle, Harvard University
Rethinking IT for the 21st Century Using ITIL and IT Service Strategy to Optimize the IT Infrastructure and It's Costs featuring Randy Steinberg, Deloitte

Developing IT Services in Higher Education
Jack Probst, a leading ITSM expert will discuss Service Porfolios and Service Catalogs in higher education. There is also a follow-on Q & A session. This webinar was hosted by the Higher Ed SIG.

Featuring Jack Probst, Pink Elephant and Co-Chair for the itSMF USA Higher Education Subcommittee

Integrated IT Service Management to Measure and Optimize IT for Business Value
Speakers present topics surrounding integrating IT Service Management to measure and optimize IT for business value.

Optimize Business and IT: IT Resource Planning for Higher IT Productivity featuring Dennis Gaughan, AM Research
6 Best Practices to Sucessfully Integrate Business and IT featuring Swen Conrad, SAP
Metrics That Matter - Selecting Metrics That Drive Service Improvement featuring David Chiu, BMO Financial Group

ITIL Starting Fresh or Need a Refresh?
Undertaking to implement ITIL processes for the first time or expanding your current processes can seem like overwhelming tasks. However, there are steps that can make these tasks much easier. View this webinar to see what you can do to make ITIL process implementation easier and how to use your IT Service Management solution to move forward.

* Sponsored by Numara Software

Make IT a Success with a Service Catalog
Now more than ever, IT is expected to take customer satisfaction to higher levels, while keeping costs down. Enter the Service Catalog. Implementing a service catalog will not only improve the relationship between customers and IT, it can also help IT better align with the needs of the business.

* Sponsored by Numara Software

Service Desk Management Summit 2
As the point of contact between service providers and users, an efficient service desk is critical for an effective IT infrastructure. This summit will feature industry analysts and experts, end users and providers presenting best practices in incident and service request management. An emphasis will be placed on following the ITIL frameworks and managing a streamlined data communication system.

The Art of Service Desk Management featuring Ian Aitchison, LANDesk
Getting the most out of your ITSM solutions featuring Randal Locke, CA
From Helpless Desk to Service Desk: 10 Tips for Transformation featuring Jill Knapp, Sr. Consultant, ITIL Expert
Case Study: Improving the Service Desk using incident data featuring Jerry Kopan, Project Manager & ITIL Expert
Managing a Globally Distributed Service Desk featuring John Hardesty, Ricoh Europe
Service Desk: Head up in the Clouds? featuring Howard Kendall, SDI, Tony Probert, Cherwell Software and Vinay Parmar, OpenBlue
Are your clients really satisfied? featuring Gokhan Tuna, Sr. Consultant, itSMF Netherlands
Service Desk Virtualization: Shaping Service Management featuring Nathan Allchin, Service Strategy Architect
Optimizing Service Desk Quality & User Experience featuring Ali Makahleh, ITIL Trainer & Consultant

itSMF USA, ISACA and IBM E-Symposium Presents: Service Management Efficiencies - Sorting Through the Frameworks, Processes and Standards
At this month’s live eSymposium, our speakers talk about service management frameworks and how to apply them based on you enterprise’s unique circumstances. They will also be discussing security standards, and how ISO 20000 and ITIL3 relate to COBIT.

How Many Frameworks does it Take to Manage a Service featuring Ivor Macfarlane, IBM
Mega to Microscopic Risks: A Risk Taxonomy featuring Steve Schlarman, EMC
Integrating COBIT and Service Management featuring Gary Baker, gsbaker Consulting

Note: you will need to register on the ISACA BrightTALK site if you receive an "access denied" screen.

Service Management in The Cloud Summit
Join a great lineup of thought leaders & industry professionals at BrightTALK’s free, online Service Management in the Cloud Summit. The vendor-neutral, interactive webcasts feature leading experts discussing how they are integrating Cloud based options within their service management models.

Cloud and Service Management – Friends or Just Collaborators? featuring Ivor Macfarlane and William Whelpley, IBM
Cloud Computing – Is ITIL Still Relevant? featuring Randy Steinberg and Nicholas Clarke, Deloitte
Demystifying Cloud Contract, Unicorns and ITSM featuring Lance Wallace, Plexent
Key Considerations for ITIL when Transitioning to the Cloud featuring Arun Simha, L-3 Stratis
Improving the Management and Governance of Services in the Cloud featuring Gary hardy, IT Winners

Business Service Management Summit
This one day online event delves deep into how IT Service Management is evolving to meet modern business requirements for lean, socially connected, innovative information technology and service delivery. At the summit, industry thought leaders, analysts and end-users will present best practices for achieving business value through service management while also describing high-impact emerging trends.

Overcoming Resistance in Implementing ITSM based on ITIL featuring Seyi Okanlawon, vITd Consulting Services
It's Time for IT Management Software 2.0 featuring Evelyn Hubbert, Forrester
CMDB - CMS - SKMS: What’s the problem? featuring Linh C. Ho, OpTier
Service Level Management – Putting SERVICE back into ITSM featuring Matthew Neigh, Cherwell Software
Business Service Management – Putting a Business Lens on IT featuring Swen Conrad, IT Optimization
Applying ITIL Best Practice to Business Services featuring Lynda Cooper, Independent Consultant and Trainer
Commoditizing ITIL featuring Andrew Brummer, ICCM Solutions
Top 10 Service Desk Priorities for the 21st Century featuring Howard Kendall, SDI, Ian Aitchison, LANDesk EMEA and Barry Corless, itSMF UK
Successful BSM in a Virtualised World featuring Alastair MacKenzie, FireScope
Aligning ITSM with Business Objectives featuring Ken Turbitt, SMCG Ltd.
Technology is Not Enough featuring Jo Johns, Marval
The 6 Service Management Tools featuring David Royston, Royston Consulting
THIS Change WILL Stay With You featuring Ivanka Menken, The Art of Service

Service Desk Summit
As the point of contact between service providers and users, an efficient service desk is critical for an effective IT infrastructure. This summit will feature industry analysts and experts, end users and providers presenting best practices in incident and service request management. An emphasis will be placed on following the ITIL frameworks and managing a streamlined data communication system.

Incident Management: NOT the Most Important Service Desk Process? featuring Derek Lonsdale, PA
Service Management Adoption: A Proven Approach to Process Design featuring Gerben Verstraete, BTO
Service Desk Boot Camp featuring Nas Ozcan, ITIL/ITSM Consultant
The Service Desk: Hub of Your ITSM Implementation featuring Phyllis Drucker, itSMF USA
Pragmatic IT Service Management: Recommendations for making it work featuring Dennis Drogseth, Enterprise Management Associates and Chuck Darst, HP
Measuring the ROI of ITIL Service Improvement featuring Steve Ingall, iCore Limited
How Do You Know How Good You Are? featuring Howard Kendall, SDI
Making Integrated Service Management a Reality featuring Madhukar B. Irvathraya, Infosys
Measuring and Improving the Right Areas in Incident Management featuring Reginald Lo, Third Sky Inc.
Better Days thru Better Ways featuring "The Donna", Process Improvement Specialist

Configuration and Change Management Summit (Track 1)
Change & Configuration Management must successfully integrate with multiple data sources and participants to track changes and maintain accurate, secure data for business decision making. This summit will shed light into a complicated configuration that, when done right with low cost of adoption and well-integrated data discovery, can effectively manage the IT environment, improve business process, and drive efficiency. Case studies combined with industry experts and analysts will demonstrate best practices for implementing and managing complete and accurate configuration and change management systems.

Continual Improvement: Data Discrepancies in your CMDB / CMS featuring Carlos Casanova, K2 Solutions
Change Management: a Business Enabler, Not Just a Gatekeeper featuring Alex Pearson, Independent ITSM Principle Consultant
ABC of ICT...THE number 1 success or FAIL factor featuring Paul Wilkinson, GamingWorks
Leverage Data from Disparate Silos for Config and Change Management featuring Lyn Robison, Burton Group
Step-by-Step Guide to Building a CMDB featuring Atwell Williams, Office of the CTO
CMII - Standard for Enterprise Configuration Management featuring Guido Weischedel, GfKM - CMII Europe
Industry Best Practices: Configuration Management featuring Plamen Ivanov, Materna
Authorizing changes, who are the right people? featuring Ken Goff, Independent Consultant and Lecturer in ITSM

Efficient Enterprise Virtualization Summit (Track 2)
In 2010 and beyond, how much will you invest to maintain existing IT infrastructure versus new IT investments that can provide real business impact? The answer could determine the success of your organization. Join this BrightTALK Summit to learn how to make 2010 the year of your Efficient Enterprise by leveraging the latest advances in virtualization platforms, storage, business continuity and services.

Virtualization Security Challenges and Strategies featuring Steve Orrin, Intel
Data Protection for VMware featuring Stephen Spellicy, Sr. EMC Affinity Team
From Virtualization to Intelligent, On-Demand Infrastructure featuring Ed Sladek, Dell Inc.
Simplifying Virtualization Mgmt Using New Industry Standards featuring Winston Bumpus,VMWare
Building Cloud Infrastructures featuring Mike Adams, vSphere
Virtualize Now! featuring Andrew Gilman, Dell, Inc.
Security and Virtualization – A Symbiosis featuring Mike Foley, RSA
Unleashing the Efficient Enterprise featuring Annette Cormier, Dell, Inc.

ITIL Version 3 Summit
This one day online event delves deep into how ITIL can enable an organization to adopt processes and technology to enable continued business change and sustainability. The audience will gain insight into a service lifecycle approach – and find out how to start putting ITIL Version 3 theory into practice.

ITIL Doesn't Matter featuring Aidan Lawes, Service Management Evangelist
Mapping ITIL v3 to the Management Imperatives featuring Kenneth Gonzalez, Service Management Society, Inc.
Moving ITSM from Process Driven to Service Driven featuring Robert Sterbens, CA
Should I implement ITIL v3? Or is v2 or v4 the right approach? featuring Alim Ozcan and Nas Ozcan, ITIL Consultants
Service Catalogue: Theory into Practice and Success featuring Keith Spiers, Nottinghamshire County Council
ITILv3 - Help or Hindrance for Service Desks? featuring Howard Kendall, SDI
Seven Ways ITIL Can Help You in an Economic Downturn featuring Anthony Orr, BMC Software
ITIL V3 Financial Management featuring Cassius Downs, Network Edge, LLC
Without Commitment, ITIL Will Fail! How to Avoid ITIL Pitfalls featuring Bruce Levin and Rae Garrett, FrontRange
Social ITIL®: How Social Media Concepts Are Revolutionizing ITSM featuring Dr. Hank Marquis, Global Knowledge
Integrated Release Mgmt - Maximize IT's Biz Value in Lean Times featuring Swen Conrad, IT Optimization and Governance
Case Study: Transitioning to ITIL V3 – Focus on Change Management featuring Jeff Cunningham, Thomson-Reuters
Cutting the Fat from IT featuring Mark Robinson, Digital Fuel
ITIL® Service Management Lifecycle Introduction featuring Bob Frelinger, Sun Microsystems, Inc.

BrighTALK CMDB Summit
This summit features more than 10 hours of webcasts concerning the CMDB, CMS and how to successfully integrate multiple data sources to track changes and maintain accurate, secure data for business decision making. This summit will shed light into a complicated configuration that, when done right with low cost of adoption and well-integrated data discovery, can effectively manage the IT environment, improve business process, and drive efficiency.

The Value of Standards-based CMDB Federation featuring Marv Waschke - Ram Melkote
Using ITSM to Improve Efficiency, Reduce Costs, and Speed ROI featuring John Murnane, EMC Ionix
What Questions Should Your CMDB Answer For You? featuring Kenneth Gonzalez, Service Management Society, Inc.
CMDB Federation: DMTF Standards for Federating Data and MDRs featuring Mark W. Johnson, IBM
Implementing Configuration Management – Much More Than Just CMDB featuring Randy Steinberg, Deloitte
Step-by-Step Guide to Building a CMDB featuring Atwell Williams, Office of the CTO
How do you ‘really’ implement a successful CMDB/CMS? featuring Alim Ozcan, ITIL Consultant
How does Software Development fit with your CMDB? featuring Robert Cowham, Vizim Worldwide
Communicating Service Understanding from the CMDB featuring Paul Dixon, Lloyd's Banking Group
Minimising the Cost of CMDB Adoption featuring Ian Salvage, IBM
Using CMII Configuration Management Best Practices for ITIL/CMDB featuring Guido Weischedel, GfKM
The Business Case for a CMDB featuring Shirley Lacy, ConnectSphere

Server and Storage Virtualization Summit
Leading virtualization experts and thought leaders present a series of webcasts sharing best practices, case studies, and solutions to help businesses improve data center and storage efficiency, cut costs, and improve IT processes.

Virtualization - Management Solution or Challenge? featuring David Cannon, HP
A Holistic Approach to Next-Generation Data Center Architecture featuring Chris Wiborg, Cisco Systems
Recovering Your Virtual Data featuring David Loque, Kroll Ontrack
The Data Centre of the Future featuring Laurence James, Sun Microsystems
Virtualization Technology is Where Innovation and ROI Meet featuring Jake Smith, Intel Corporation
Data Protection for Virtualized Servers featuring Michael Berman, Catbird
Automation Can Make Life Better featuring Stephen Beaver, Tripwire
Can Virtualization Threaten Security & Compliance? featuring Renata Budko, HyTrust Inc.

BrightTALK ITIL® Summit
Hear experts outline the interaction of the various processes within IT and provide specific examples of automating activities from service request through to fulfillment.

ITIL Version 3 Overview featuring Cassius Downs, Network Edge, LLC
Making ITIL Practical: The Impact of IT Process Automation featuring Travis Green, NetIQ
ITIL Service Management Practices: Third Time's the Charm featuring Michael Disabato, Burton Group
Seven Ways ITIL Can Help You in an Economic Downturn featuring Anthony Orr, BMC
ITIL V3 Service Stragegy featuring Bill Powell, IBM
ITIL V3 Certification Update: Can We Talk? featuring George Spalding, Pink Elephant
ITIL V2 to V3: A Comparison of Best Practice Framework featuring Rick Leopoldi, RL Information Consulting, LLC
Navigating the Risks & Challenges of Implementing IT Projects Pt2 featuring Jerry Kopan, ITSM Project Manager and ITIL Trainer
Keeping Customers Close in a Competitive Global IT Service Market featuring Howard Kendall, SDI
Confidence in Agility is Key featuring Ken Turbitt, SMCG

De la Gestión de Activos y Costos de TI a la Gestión de Resultados para el Negocio por Luis Anderson

Proyecto de Implantación de ITSM: Movistar por Cynthia Liser and Florencia Vilardel, Movistar

Organizando la implantación de la gestión del servicio (ITSM)

La Gestión de un Proyecto de Implantación de ITSM con Javier Arcal, IT Concept.
7 pasos para garantizar el éxito en la implantación de la gestión del servicio (ITSM) con Laura Tinoco, Customer Care Associates

Guía de implantación de ISO20000 utilizando las buenas prácticas de ITIL por Luis Morán Abad y Alejandro Pérez Sánchez. Dirección de Sistemas de Información Corporativos.

Telefónica & Guía con humor: Las respuestas que siempre quiso saber sobre ISO20000 por Juan José Carpintero, Director de Producción de Sistemas de Información. Alcampo.

Aplicación práctica de la norma ISO/IEC 20000

Guía de implantación de ISO20000 utilizando las buenas prácticas de ITIL con Luis Morán, Telefónica

El Gobierno de TI programa especial de itSMF Espana!

Modelo de Gobierno para Servicios de Outsourcing que integra las mejores prácticas de ITSM y PMI con Andrés Leiva, Telefónica, Chile.
El CIO y las prácticas esenciales del Gobierno TI con Oscar Rozalen, Deloitte, Madrid

Gobierno TI en la practica con Antonio Folgueras, Universidad Carlos III de Matrid

Tendencias en ITIL y Gestion de Servicious de TI en Mexico y Ameica Latina con Teresa Lucio-Nieto, Customer Care Associates (CCA)

Proyectos Asociativos de ISO/IEC 20000, con Juan Guillermo Leruga, Grupo Tekne e itSMF Argentina

ITIL, ISO/IEC 20000 y COBIT: La combinación perfecta para ir de la Gestión de Servicios al Gobierno TI con Ricard Pons Pallarés, Miembro del Consejo de Expertos Técnicos de IBM España e itSMF España

Mitos y Realiodades de las Certificaciones con Alejandro Debenedet, EXIN
Se mostrará la importancia de las certificaciones profesionales de ITIL/ITSM para conseguir implementaciones de procesos exitosas a la vez que se clarificarán algunos de los mitos y considerarán oportunidades tanto para las organizaciones como para los individuos.