| FUTURE ON-LINE CONFERENCE DATES:
MARCH 2010 ON-LINE CONFERENCE PROGRAM:
TBD
We're firming up our program and will provide full details in an upcoming program update for March.
Please Note: Our On-Line Conferences and Webinars are presented via the Internet and some corporate firewalls may interfere with your ability to view/hear the presentations. Click here to test your experience. You will be asked to register for each event you attend. If you have an ID, this process will take only a minute or two. If you do not yet have an ID, we suggest you visit our BrightTALK website and create an ID prior to the event.
While you wait for our next On-Line Conference, you can listen to our On-Demand programs, listed below: 
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Don't Miss Our On-Demand Events!
These events are available to play "on-demand" or download in MP3 format:
| | | | Date/Time: | February 18 , 2010 - on-demand webcast available now. |  | Description: | 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.
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| Speaker(s):
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- Incident Management: NOT the Most Important Service Desk Process? featuring Derek Lonsdale, ITIL Manager, PA
- Service Management Adoption: A Proven Approach to Process Design featuring Gerben Verstraete, Chief Architect - BTO
- Service Desk Boot Camp featuring Nas Ozcan, ITIL/ITSM Consultant
- The Service Desk: Hub of Your ITSM Implementation featuring Phyllis Drucker, Operations Director of itSMF USA
- Pragmatic IT Service Management: Recommendations for making it work featuring Dennis Drogseth, VP of Research, EMA & Chuck Darst, ITSM Lead, HP Software
- Measuring the ROI of ITIL Service Improvement featuring Steve Ingall, Head of Consultancy iCore Limited
- How Do You Know How Good You Are? featuring Howard Kendall, Founding Director, SDI
- Making Integrated Service Management a Reality featuring Madhukar B Irvathraya
- Measuring and Improving the Right Areas in Incident Management featuring Reginald Lo, President of Third Sky Inc.
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| | | | Date/Time: | January 27, 2010 - on-demand webcast available now
| | Description: | 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.
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| Speaker(s):
| Carlos Casanova | |
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| ITIL® /ISO20000 Professional Certification: Myth and Reality (En Español) - View Webcast Now l | | | Date/Time: | January 19 , 2010 - on-demand webcast available now (in Spanish)
| | Description: | This webinar will bring clarity regarding the link between the value of certification and ITSM practice whether based on ITIL® or ISO/IEC 20000 or both. It will include the individual's perspective and the organization's benefits: What is there for me? What can certifications do for me and my current organization? How can I really know which certification and level to choose from? Will this help in the current business reality? Does it really prove one's competencies and benefit the organization? What is the real and perceived value? Even if your company is not seeking certification, this session will provide information about the value of certification that may assist you in your selection of service providers
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| Speaker(s):
| Alejandro Debenedet, EXIN & itSMF Argentina | |
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| | | | Date/Time: | January 14, 2010 - on-demand webcast available now. | | Description: | 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.
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| Speaker(s):
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- Continual Improvement: Data Discrepancies in your CMDB / CMS by
Carlos Casanova, Founder & President, K2 Solutions
- Change Management: a Business Enabler, Not Just a Gatekeeper by
Alex Pearson, Independent ITSM Principle Consultant
- ABC of ICT...THE number 1 success or FAIL factor by
Paul Wilkinson, Co-Owner and Managing Director of GamingWorks
- Leverage Data from Disparate Silos for Config and Change Management by
Lyn Robison, Research Director at Burton Group
- Step-by-Step Guide to Building a CMDB by
Atwell Williams - Solutions Architect, Office of the CTO
- CMII - Standard for Enterprise Configuration Management by
Guido Weischedel, GfKM - CMII Europe
- CMII - Der Standard fuer unternehmensweites CM by
Guido Weischedel, GfKM - CMII Europe
- Industry Best Practices: Configuration Management by
Plamen Ivanov, Materna, Head of BSM and Remedy
- Authorizing changes, who are the right people? by
Ken Goff, Independent Consultant and Lecturer in ITSM
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| | | | Date/Time: | January 14, 2010 - on-demand webcast available now. | | Description: | 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.
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- Virtualization Security Challenges and Strategies by Steve Orrin, Intel, Director of Security Solutions
- Data Protection for VMware by Stephen Spellicy, Sr. VMware Specialist, EMC Affinity Team
- From Virtualization to Intelligent, On-Demand Infrastructure by Ed Sladek, Dell Data Center & Virtualization Portfolio Manager
- Simplifying Virtualization Mgmt Using New Industry Standards by Winston Bumpus, Pres. of DMTF & Director of Standards Architect at VMWare
- Building Cloud Infrastructures by Mike Adams, vSphere Senior Product Marketing
- Virtualize Now! by Andrew Gilman, Storage Solutions Manager, Dell, Inc.
- Security and Virtualization – A symbiosis by Mike Foley, Principal Technical Consultant, RSA
- Unleashing the Efficient Enterprise by Annette Cormier, Enterprise Solutions Marketing, Dell, Inc.
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| | | | Date/Time: | December 17 , 2009 - on-demand webcast coming soon | | Description: | 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! |
| Speaker(s):
| - itSMF USA Board Member Suzanne Van Hove will open this month's event and moderate our round table discussion.
- Cloud Computing & ITIL V3 Good Practices featuring Valentin Galan
- Good Practices for Service Management featuring Gene Kim
- ITSM + PMO = NWO featuring Robbin Trusty
- Roundtable Discussion featuring this month's guest speakers.
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| | | | Date/Time: | December 3 , 2009 - on-demand webcast available now. | | Description: | 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.
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| Speaker(s):
| - Mapping ITIL v3 to the Management Imperatives by Kenneth Gonzalez, Vice President, Service Management Society, Inc.
- Moving ITSM from Process Driven to Service Driven by Robert Sterbens, Sr. Director, Product Marketing-Service Management, CA
- Should I implement ITIL v3? Or is v2 or v4 the right approach? by Alim Ozcan and Nas Ozcan, ITIL Consultants & ITIL LinkedIn Managers
- Service Catalogue: Theory into Practice and Success by Keith Spiers, Nottinghamshire County Council
- ITILv3 - Help or Hindrance for Service Desks? by Howard Kendall, Founder SDI
- Seven Ways ITIL Can Help You in an Economic Downturn by Anthony Orr, Global Best Practice Director, Educational Service, BMC Software
- ITIL V3 Financial Management by Cassius Downs, Network Edge, LLC
- Without Commitment, ITIL Will Fail! How to Avoid ITIL Pitfalls by Bruce Levin, Sr. Solutions Architect and Rae Garret, Sr. Strategy Consultant, FrontRange
- Social ITIL®: How Social Media Concepts Are Revolutionizing ITSM by Dr. Hank Marquis, Practice Leader, Business Service Management, Global Knowledge
- Integrated Release Mgmt - Maximize IT's Biz Value in Lean Times by Swen Conrad, Director Technology Marketing, IT Optimization and Governance
- Case Study: Transitioning to ITIL V3 – Focus on Change Management by Jeff Cunningham, Global Process Owner, Thomson-Reuters
- Cutting the Fat from IT by Mark Robinson, Director of Pre-Sales, EMEA, Digital Fuel
- ITIL® Service Management Lifecycle Introduction by Bob Frelinger, IT Business Planning and Management, Sun Microsystems, Inc.
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| | | | Date/Time: | November 19, 2009 - on-demand webcast available now. | | Description: | Continual Service Improvement (CSI) is at the heart of successful Service Management. For IT, it keeps services growing and adapting to changing business needs and promotes improved service stability, performance and functionality. CSI projects come in many forms and can include making it easier for customers to request services and cutting paperwork and wait times for service requests. See how itSMF USA Project of the Year nominee Elbit Systems of America (ESA) improved their services by producing an excellent service catalog.
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| - How Elbit Systems of America Delivers IT Services to Substantially Increase Customer Satisfaction by Harry K. Butler III - Director of Infrastructure, Albit Systems of America LLC; and Stephen Widen - Service Management Product Marketing, CA, Inc.
- CSI - Just Click Your Heels and Sprinkle Pixy Dust...Right? by Tom Pierce - Senior Consultant, AT&T
- Continual Service Improvement (CSI): Not only a three letter acronym (TLA)! by Evelyn Hubbert - Senior Analyst, Infrastructure & Operations, Forrester Research, Inc.
- Roundtable Discussion with:
Harry K. Butler III, Albit Systems
Stephen Widen, CA
Tom Pierce, AT&T
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| | | | Date/Time: | October 29, 2009 - on-demand webcast available now. | | Description: | 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.
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| Speaker(s):
| itSMF USA ISO/IEC 20000 Special Interest Group, featuring Jayne Groll of ITSM Academy | |
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| | | | Date/Time: | October 22 , 2009 - on-demand webcast available now. | | Description: | 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.
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| - Best Practices for Managing People Through Change and Compliance by Atwell Williams - Solutions Architect, Office of the CTO, BMC Software
- Merging ITIL, Building Teams – Lessons Learned from the Thomson Reuters Merger by Roger Bennett - Global Head of Operations Process Management, Thomson Reuters
- Beyond Process Improvement: Better Business Outcomes in Clinical IT by Joel Splan - Director, Infrastructure and Operations, Northwestern Memorial Hospital
- Roundtable Discussion with:
Atwell Williams, BMC Software
Joel Splan - Northwestern Memorial Hospital
Roger Bennett - Thomson Reuters
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| | | | Date/Time: | October 21, 2009 - on-demand webcast available now. | | Description: | Bill Cunningham, 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.
| | Speaker(s):
| Bill Cunningham, Higher Ed SIG Program Chair
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| | | | Date/Time: | September, 2009 - on-demand webcast available now. | | Description: | 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.
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| - Establishing a Self-Funding Configuration Management Initiative by Ian Clayton - Principal, Service Management 101
- The Value of Standards-based CMDB Federation by Marv Waschke - Ram Melkote
- Using ITSM to Improve Efficiency, Reduce Costs, and Speed ROI by John Murnane, EMC Ionix
- What Questions Should Your CMDB Answer For You? by Kenneth Gonzalez - Service Management Society, Inc.
- CMDB Federation: DMTF Standards for Federating Data and MDRs by Mark W. Johnson - IBM
- Implementing Configuration Management – Much More Than Just CMDB by Randy Steinberg - National Specialist Leader ITIL/ITSM
- Step-by-Step Guide to Building a CMDB by Atwell Williams, BMC
- How do you ‘really’ implement a successful CMDB/CMS? by Alim Ozcan - ITIL Consultant
- How does Software Development fit with your CMDB? by Robert Cowham, Vizim Worldwide
- Communicating Service Understanding from the CMDB by Paul Dixon - Lloyd's Banking Group and David Cuthbertson - Square Mile Systems
- Minimising the Cost of CMDB Adoption by Ian Salvage - IBM
- Using CMII Configuration Management Best Practices for ITIL/CMDB by Guido Weischedel - GfKM
- The Business Case for a CMDB by Shirley Lacy - ConnectSphere
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| IT & the Business: A Match Made in Heaven - View Webcast Now | | | | Date/Time: | August 27 , 2009 - on-demand webcast available now. | | | Description: | 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.
| | Speaker(s):
| - Robert E. Stroud, CA : "Maximizing Demonstrable Business Value With ITIL v3 Service Portfolio Management"
- Malcom Fry, Industry Expert : "How to Implement a Lite Version of ITIL v3"
- Gordon Brown, Plexent: "Plexent/Gartner CIO Guide to Cost Optimization"
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| Members Only Webinar: Demystifying the CMDB featuring Carlos Casanova -
Link Available on Members Only Home Page
| | | | Date/Time: | February 29, 2009 - on-demand webcast available now. | | | Description: | Implementing an enterprise-wide Configuration Management Database (CMDB) is one of the most powerful things an IT organization can do to improve service delivery and bridge the gap between technology and the business. The book "The CMDB Imperative: How to Realize the Dream and Avoid the Nightmares" thoroughly demystifies CMDBs and presents a start-to-finish implementation methodology that works.
| Go to "Members Only Home" page for link to this webcast. | Speaker(s):
| Join co-author and leading-edge implementer Carlos Casanova as he brings this book to life in a one-hour webinar. Learn the tips and tricks you need to simplify and tackle this daunting task. | |
| | | Members Only - Go to Members Only Home Page for the link to this webcast
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| Update on itSMF USA - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | itSMF USA President provides an update on what itSMF USA is planning for the upcoming year.
| | Speaker(s):
| Sallie Kennedy, President of the itSMF USA Board of Directors
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| Operational Efficiency - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | Hear experts outline the interaction of the various processes within IT and provide specific examples of automating activities from service request through to fulfillment.
| | Speaker(s):
| - Tony Sanders, BMC: "Operational Efficiency: Now More than Ever"
- David Cannon, HP: "Is ITSM Still Relevant in the Current Economy"
- Craig Wiseman, BT Financial Group: "Using IT Automation to Increase Efficiency"
- Keith O’Kelley, Dresdner Kleinwort: "Improving IT Operational Efficiency through Automated Solutions"
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| Winning in an Economic Downturn - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | Hear experts talk about the effects of an economic downturn on IT Service Management and how to survive.
| | Speaker(s):
| - Bill Powell, IBM: "The Impact of Economic Uncertainty on IT Service Management Plans"
- Hank Marquis, Global Knowledge: "Effectively Allocating IT Resources to Empower Business Success"
- Dave Howard, Toyota Financial Services: "ITSM In the Automotive Sector in Today's Economic Environment"
- Jayne Groll, ITSM Academy: "It's All About Business Value"
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| What is ISO/IEC 20000 - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | 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.
| | Speaker(s):
| Alex Hernandez, Plexent
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| The ISO/IEC 20000 Certification Process - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | 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.
| | Speaker(s):
| Manuel Marco of Det Norske Veritas (DNV Business Assurance, North America
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| Server Storage and Virtualization Summit - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | 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.
| | Speaker(s):
| - "Virtualization - Management Solution or Challenge?" by David Cannon, CA
- "Virtualized Datacenter in Real Life” a case study by Reinoud Reynders, University Hospitals Leuven
- “A Holistic Approach to Next-Generation Data Center Architecture” by Chris Wiborg, Cisco Systems"
- “Recovering Your Virtual Data” by David Loque, Kroll Ontrack
- “The Data Centre of the Future” by Laurence James, Sun Microsystems
- "Virtualization Technology is Where Innovation and ROI Meet" by Jake Smith, Intel Corporation
- "Data Protection for Virtualized Servers" by Michael Berman, CTO at Catbird
- "Automation Can Make Life Better" by Stephen Beaver, Tripwire
- "Datacenter of the Future" by Laurence James, Sun Data Centre
- "Can Virtualization Threaten Security & Compliance?" by Renata Budko, HyTrust Inc.
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| Optimizing IT Infrastructure: Reduce Costs & Maximize Your ROI - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | 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.
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| - John Murnane, EMC: "Reduce Costs and speed ROI, Align IT Operations to Business Objectives with End-to-End IT Service Management"
- Dennis Ravenelle: "Going Virtual: A Comedy in Three Acts"
- Randy Steinberg, Deloitte: "Rethinking IT for the 21st Century Using ITIL and IT Service Strategy to Optimize the IT Infrastructure and It’s Costs"
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| BrightTALK ITIL® Summit - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | Hear experts outline the interaction of the various processes within IT and provide specific examples of automating activities from service request through to fulfillment.
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| Speaker(s):
| - "ITIL Version 3 Overview" by Cassius Downs, Treasurer, itSMF USA
- "Making ITIL Practical: The Impact of IT Process Automation” by Travis Green, NetIQ
- "Deciphering Service Management" by Ian Clayton, Service Management 101, LLC
- "ITIL Service Management Practices: Third Time's the Charm" byMichael Disabato, Burton Group
- "Seven Ways ITIL Can Help You in an Economic Downturn" by Anthony Orr, BMC
- "ITIL V3 Service Stragegy" by Bill Powell, IBM
- "ITIL V3 Certification Update: Can We Talk?" by George Spalding, Pink Elephant
- "ITIL V2 to V3: A Comparison of Best Practice Framework" by Rick Leopoldi, RL Information Consulting, LLC
- "Navigating the Risks & Challenges of Implementing IT Projects Pt2" by Jerry Kopan, ITSM Project Manager and ITIL Trainer
- "Keepig Customers Close in a Competitive Global IT Service Market" by Howard Kendall, Founder-SDI
- "Confidence in Agility is Key" by Ken Turbitt, SMCG
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| Optimizing IT: The Business Value - View Webcast Now
| | | | Date/Time: | Completed, on-demand webcast available now. | | | Description: | Speakers present topics surrounding integrating IT Service Management to measure and optimize IT for business value.
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| - Dennis Gaughan, VP, AMR Research presents "Optimize Business and IT: IT Resource Planning for Higher IT Productivity"
- Swen Conrad, SAP presents "What are key processes to successfully integrate business and IT?"
- David Chiu, BMO Financial Group presents "Metrics That Matter – Selecting Metrics That Drive Service Improvement"
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NOW SEEKING SPEAKERS! If you would like to be considered as a speaker for one of our on-line events, please submit an e-mail detailing your speaking experience and areas of expertise to theforum@itsmfusa.org.
Our On-Line Conferences and Webcasts are powered by BrightTALK. If you're interested in sponsoring an On-Line event, please e-mail bhudecek@itsmfusa.org. 
itSMF USA would like to thank our event sponsors for making our On-Line Conference events possible: - CA - Sponsor of "ITIL Version 3 Summit"
- CA - Sponsor of “Continual Service Improvement”
- CA - Sponsor of “IT and the Business - A Match Made in Heaven”
- CA - Sponsor of “Enable and Support Your Customers Part I”
- BMC - Sponsor of “Enable and Support Your Customers Part II: The People-Side of IT Governance”
- BMC - Sponsor of "Operational Efficiency"
- EMC - Sponsor of "Optimizing IT Infrastructure"
- HP - Service Desk Summit
- IBM - Sponsor of "Winning in an Economic Downturn"
- SAP - Sponsor of "Integrated IT Service Management to Measure & Optimize IT"
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