Conference 2010: programme NETIQ ROOM

             
BELGIUM

PROGRAMME NetIQ ROOM         08:00 – 09:00     Registration & Breakfast in the Exhibitions Area     09:50 – 10:30 WORKSHOP ROOMS   NETIQ ROOMS   People & Technology Workshop       10:30 – 11:00     Coffee & Refreshments Break in the Exhibitions Area     11:00 – 11:40 WORKSHOP ROOMS   NETIQ ROOMS   Private HP Software Workshop     TOPdesk Workshop: Service Management Simplified, back 2 basics   During this presentation, we will show you how to successfully implement a service management tool. You will find out how we translate our vision into the three essential pillars for an implementation: people, process and tool. By sharing with you our experience on these, and by removing a number of frequently-made assumptions, we will guide you through these three pillars. Our main focus is to keep it simple and practical. Bringing Service Management back to basics is the key to a successful implementation.       11:45 – 12:25 WORKSHOP ROOMS   NETIQ ROOMS   Private HP Software Workshop     Mission impossible? Bridging the gap between efficiency and quality. How Knowledge-Management for your service desk can help you to combine both objectives. By Harald Huber, Chief Technology Officer, USU AG       12:25 – 14:00     Lunch Break in the Exhibitions Area     14:00 – 14:40 WORKSHOP ROOMS   NETIQ ROOMS    Service Catalog: Supply Chain Management for IT By Frank De Schepper, Axios Systems    IT Service Management should be used to demonstrate and deliver value from IT, moving the focus and perceived value of an IT organisation from an operational overhead to a critical business partner.   Focus should be on meeting the changing needs of the business, with agility and efficiency, whilst still ensuring minimal risk and business continuity   This presentation will help you:   Understand the Service Catalogue – concepts and terms Understand the benefits of a Service Catalogue Consider pragmatic planning ideas for creation and implementation     Creating an IT KPI based scorecard in only 40 minutes By Arjan Woertman, ITpreneurs IT Performance Management is in its infancy stages and not a lot of organizations are able to advance beyond the use of Excel. This session is designed for professionals who would like to get a better understanding of IT Performance Management and apply this to their organization. It allows professionals to understand the process required to develop a KPI based scorecard. What are good KPIs that align with your organizational goals What process steps are required to design a scorecard How to best utilize best practices in managing performance management What KPIs are organizations using today     14:50 – 15:30 WORKSHOP ROOMS   NETIQ ROOMS   Learn how to get from a Paper based process and transforming it into an automated process By Christophe Leenknecht, Infra Belenux   infra Benelux offers workflow automation capabilities through the EMC Ionix Service Manager technology.   During this session, you will learn how we get from laborious excel or other paper sheet request processes to an automated, monitored and auditable process in days, not in months... EMC Ionix Service Manager provides:   Advanced workflow capabilities for clear definition of complex processes   Visual representation of the various tasks required to complete a request   Flexibility to map any almost any process with advanced workflow features   Automated tasks that allow a request to progress without requiring user input ability to schedule regular, recurring requests   Visibility of a Forward Schedule of Change via the Customer Portal Specialized approval tasks that can be actioned by a customer via a Customer Portal, Blackberry, iPhone...   Automatic notification regarding the progress of a request to stakeholders and other interested parties   Management of service request commitments through Service Level Agreements   Application of Operational Level Agreements and Underpinning Contracts to tasks and approvals   Full integration between Change, Configuration and Problem Management processes SHORT CURRICULUM VITAE: Will probably done by one of our technical consultants - not known yet     Mission impossible? Bridging the gap between efficiency and quality. How Knowledge-Management for your service desk can help you to combine both objectives. By Harald Huber, Chief Technology Officer, USU AG       15:30 – 15:50     Coffee & Refreshments Break in the Exhibitions Area     15:50 – 16:30 WORKSHOP ROOMS   NETIQ ROOMS   NetIQ Workshop     SAS Workshop        17:30 – 19:00     Networking Cocktail in the Exhibitions Area        For more information please contact:   Joeri Baczkowski   +32 (0)52 65 00 23 +32 (0)475 24 34 82 joeri@itsmfconference.be

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