Pacrim IT Service Management World Australia

Day 1 Programme, 04-May-2010

Summary : The first day of the conference will be focusing on the issues like: Defining operational scope and setting achievable targets, Developing an holistic service management strategy etc.

08:30 AM  -  0-1:0-1 AM
Registration and welcome coffee

09:00 AM  -  0-1:0-1 AM
Opening remarks from the chair
Mr John Woolnough, Director, ICT Service Support and Planning, QLD Education

09:10 AM  -  0-1:0-1 AM
Inspirational speakers: James Castrission & Justin Jones
Mr James Castrission, Adventurer, Saxton

09:50 AM  -  0-1:0-1 AM
Keynote Address: Helping businesses operate smoother and more efficiently without costing the Earth

10:30 AM  -  0-1:0-1 AM
Keynote Address: How do you get IT to be an integral part of an organisation?
Mr Keith Rutherford, Chief Information Officer, ETSA Utilities

11:00 AM  -  0-1:0-1 AM
Speed Networking

11:30 AM  -  0-1:0-1 AM
Morning break

12:00 PM  -  0-1:0-1 AM
Case Study: How Westpac is gearing itself for a major IT transformation and the role of ITSM
Mr Andrew Friar, Head of Technology, Westpac, Andrew Friar is the Head of Technology at Westpac. He has presented a number of papers at industry conferences on subjects including 'ITIL in the Trenches', 'Zealots and Cowboys', 'The Pragmatic Approach' and 'Drawing the Elephant'.

12:00 PM  -  0-1:0-1 AM
How IT Service Management and ITIL can assist organisations to be greener and more sustainable
Ms Karen Ferris, Director, MACANTA Consulting, Karen Ferris is the Director at MACANTA Consulting. Since 1994 she has worked as Service Management practitioner, trainer, consultant & manager with companies such as Coles Myer, HP, IBM, Telstra, National Australia Bank, Monash University, Vodafone.

12:30 PM  -  0-1:0-1 AM
Panel discussion: Service management as a business strategy: positioning business objectives to drive growth and profitability
Mr Keith Rutherford, Chief Information Officer, ETSA Utilities

12:40 PM  -  0-1:0-1 AM
'Are you ready for the next phase of evolution? Find out what you need to know about Integrated Management Systems.'
Ms Erin Casteel, Project Editor, ITIL Version 20000

13:10 PM  -  0-1:0-1 AM
Networking lunch

14:10 PM  -  0-1:0-1 AM
7 Habits For Highly Effective Service Management: Powerful Lessons in Organisational Change

14:40 PM  -  0-1:0-1 AM
Vendor Olympics - Heat One: Ready..... Set...... Go!

15:10 PM  -  0-1:0-1 AM
Problem Solver Panel: I have just inherited a service desk that's sick; what do I do?
Mr Andrew Friar, Head of Technology, Westpac, Andrew Friar is the Head of Technology at Westpac. He has presented a number of papers at industry conferences on subjects including 'ITIL in the Trenches', 'Zealots and Cowboys', 'The Pragmatic Approach' and 'Drawing the Elephant'.

15:50 PM  -  0-1:0-1 AM
Afternoon break

16:20 PM  -  0-1:0-1 AM
Roundtable Discussions
Jonathan Flutey, Customer Relations Manager, Victoria University of Wellington

17:10 PM  -  0-1:0-1 AM
Interactive delegate driven panel discussion
Mr John Woolnough, Director, ICT Service Support and Planning, QLD Education

Day 2 Programme, 05-May-2010

Summary : The second day of the conference will be dedicated to the topics including: Customer engagement as a key ingredient to success, Creating service synergies and adding overall organisational benefit etc.

08:30 AM  -  0-1:0-1 AM
Registration and welcome coffee

09:00 AM  -  0-1:0-1 AM
Opening remarks from the chair
Mr Wayne Scott, Manager, QBE Way Team, Strategy & Technology, QBE Australia

09:10 AM  -  0-1:0-1 AM
Keynote address: The Future of the Internal Service Provider: key social and technology advancements and how they impact the service providers
Ms Julie Mohr, Author, The Help Desk Dictionary & The Helpdesk Audit: Blueprint For Success

09:50 AM  -  0-1:0-1 AM
Keynote address: Overcoming the challenges of implementing major cultural reform and organisational change
Mr Tristan Boot, Service Delivery Consultant, University of Canterbury, Tristan is Service Delivery Consultant at University of Canterbury & has experience in Customer Service Roles & a commitment to customer service excellence. He is also National President of New Zealand Chapter of IT Service Management Forum (itSMF).

10:20 AM  -  0-1:0-1 AM
Problem Solver Panel: Breaking down barriers to success: mobilising your workforce by instilling resilience and attitude
Ms Simone Archbold, Operations Systems Support Manager, Corporate Express

11:00 AM  -  0-1:0-1 AM
Buddy Quest & Morning break

12:00 PM  -  0-1:0-1 AM
Keynote address: What does true innovation look like in an IT service environment?
Mr Simon Gould-Thorpe, CIO, Honda New Zealand

12:00 PM  -  0-1:0-1 AM
People and stakeholder mapping: understanding the key components of your organisation
Mr Wayne Scott, Manager, QBE Way Team, Strategy & Technology, QBE Australia

12:30 PM  -  0-1:0-1 AM
CIO Case Study: Developing a service desk system that truly engages the end user
Mr Andi Luiskandl, CIO, The Smith Family

12:30 PM  -  0-1:0-1 AM
Case study: Experiences from the frontlines of the Federal Governments PCs for secondary schools program
Mr Tim Yorke, Manager ICT Service Delivery, Department of Education & Training QLD

13:00 PM  -  0-1:0-1 AM
Networking lunch

14:00 PM  -  0-1:0-1 AM
Panel discussion: CIO/Servicedesk Face Off
Mr Andi Luiskandl, CIO, The Smith Family

14:00 PM  -  0-1:0-1 AM
Panel discussion: Service desk benchmarking: identifying industry best practice to establish key service standards
Ms Bronwyn Fletcher, Executive Director, Systems Thinking

14:40 PM  -  0-1:0-1 AM
Keynote Address: From strategy to action in complex organisations
Mr Richard Palmer, Director ICT Coordination, Monash University, Richard is the Director ICT Coordination with Monash University, which he joined in 2009. Earlier, he was director of the Office of the CIO at the University of Melbourne. He had managed different roles in the university, TAFE and community sectors.

15:00 PM  -  0-1:0-1 AM
Vendor Olympics - Heat Two: Ready..... Set...... Go!

15:40 PM  -  0-1:0-1 AM
Afternoon tea

16:10 PM  -  0-1:0-1 AM
Roundtable Discussions
Tracey Pittard, Manager, Service Level Management, InTACT, Department of Territory & Municipal Services

16:50 PM  -  0-1:0-1 AM
Interactive delegate driven panel discussion
Mr Tristan Boot, Service Delivery Consultant, University of Canterbury, Tristan is Service Delivery Consultant at University of Canterbury & has experience in Customer Service Roles & a commitment to customer service excellence. He is also National President of New Zealand Chapter of IT Service Management Forum (itSMF).

17:30 PM  -  0-1:0-1 AM
Closing remarks from the chair and close of conference day

19:00 PM  -  0-1:0-1 AM
Featured Gala Dinner

Day 3 Programme, 06-May-2010

Summary : The third day of the conference will be focusing on the topics including: The linkages between ITSM, Service Delivery Management, Understanding where costs can be cut and service maintained etc.

09:30 AM  -  0-1:0-1 AM
Morning refreshments

10:00 AM  -  0-1:0-1 AM
Opening remarks from the chair
Ms Bronwyn Fletcher, Executive Director, Systems Thinking

10:10 AM  -  0-1:0-1 AM
Vendor Olympics - The Final: Ready..... Set...... Go!

10:40 AM  -  0-1:0-1 AM
Case Study: Developing a change and release management strategy that achieves optimal performance
Ms Jamie Miller, Manager, ICT Service Management, QLD Health, Jamie Miller is currently the Director of the IT Service Management group within QLD Health. She has been a past speaker at both state and national itSMF seminars and is an advocate for growing the ITSM community in Australia.

11:10 AM  -  0-1:0-1 AM
Internal Service Delivery Management/Customer Relationship Management and its role in Government and private organisations
Ms Debra McGrigor, Service Delivery Manager, Department of Education & Training QLD

11:40 AM  -  0-1:0-1 AM
Keynote Address: Avoiding the Black Box - A Relationship Model at Victoria University
Mr Jonathon Flutey, Customer Relations Manager, Victoria University of Wellington

12:10 PM  -  0-1:0-1 AM
Networking Lunch

13:10 PM  -  0-1:0-1 AM
Attracting people to work: how do we get the right team?
Ms Tracey Pittard, Manager, Service Level Management, inTACT

13:10 PM  -  0-1:0-1 AM
Completing more with less: Developing a complete self service strategy
Mr Paul Paterson, Regional Manager ICT Services, Department of Education & Training QLD

13:40 PM  -  0-1:0-1 AM
Keynote Address: Problem Management: moving from a reactive to proactive service approach
Ms Karen Ferris, Director, MACANTA Consulting, Karen Ferris is the Director at MACANTA Consulting. Since 1994 she has worked as Service Management practitioner, trainer, consultant & manager with companies such as Coles Myer, HP, IBM, Telstra, National Australia Bank, Monash University, Vodafone.

13:40 PM  -  0-1:0-1 AM
Panel discussion: The importance of realising the implications and dependencies between 'People' and 'Process'
Mr Mansoor Styer, Incident & Problem Management, Ernst and Young

14:10 PM  -  0-1:0-1 AM
How to achieve true customer service

14:20 PM  -  0-1:0-1 AM
Breaking down the silos: Enabling and Empowering your people
Mr Russ Burnett, Director Service Delivery, Omnilab

14:40 PM  -  0-1:0-1 AM
Q&A Session

14:50 PM  -  0-1:0-1 AM
Afternoon break

15:20 PM  -  0-1:0-1 AM
How would we know service excellence if we had it?
Ms Kathryn Howard, Managing Director, Visual Explanations

15:50 PM  -  0-1:0-1 AM
Open audience session & Terrapinn quiz

16:40 PM  -  0-1:0-1 AM
Closing remarks from the chair and close of conference