May 18, 2006Bangalore

Colloquium: Tutorials: May 19-25, 2006Bangalore, Mumbai, Delhi

Organized by

ITSM 2006IT SERVICE MANAGEMENT COLLOQUIUM

Co-organized by

2nd International Colloquium on

IT Service Management

Event Sponsor

Gold Sponsors

Online Media Partner

di xide com

software

Official Portal

Supporters

Getting your IT to deliver value

® ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.

® *ITIL IN ACTION+

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Reduction in an organization's total cost by as much as 48% while ® ®moving from no adoption of ITIL to full adoption of ITIL best

practices - Gartner

6-8% cut in operating costs. $125 million (nearly 10% of annual IT

budget) in IT cost savings per year - Procter & Gamble

Increased customer satisfaction rating... Increased 'incidents with ®known resolutions' to 30% from 5 % before ITIL , reduced incident

handling times. Cost savings of 3.5 million euros a year

(approximately 7 percent of IS operating costs) - IS organization®Over 3000 ITIL trained staff in Microsoft

50% reduction in average incident resolution times. 30% shorter time to realize new changes. 50% resource reduction while realizing

same throughput - Utility Provider®1000 sets of ITIL books requested by - Dell

*Data from internet.

ISO 20000 is the first international standard for IT service management. It is based on the earlier British Standard, BS15000.ISO 20000, like its BS15000 predecessor, is

®aligned with the ITIL Framework - the IT Infrastructure Library and addresses IT Service Management processes and the supporting management systems. It is comprised of two parts: a specification for service management and a code of practice for service management. The standard was first published in December 2005.

ABOUT ISO 20000® ITIL provides comprehensive globally

known and widely accepted "best practice" guidelines on all aspects of "end-to-end" IT Service Management.

®The implementation of ITIL will facilitate high quality delivery of IT Services, while minimizing investment and maximizing ROI.The IT I n f ras t ruc tu re L ib ra ry encapsulates field-proven IT service management best practices in a non-proprietary, technology independent and standardized IT process model.

®ABOUT ITIL

COLLOQUIUM HIGHLIGHTS

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Insights from industry leaders and practitioners

Best practices shared by leading companies from India and abroad

Opportunity to learn from the real world experiences of industry experts who will show you how to implement best practices and achieve outstanding results.

Knowledge-packed sessions that cover critical and topical issues related to IT Service Management

Networking opportunities with industry experts, practitioners, and solution providers

The latest ITSM tools and techniques from leading ITSM product and service providers

Face-to-face interaction with IT professionals and industry experts.

Specific ways to improve your technical process and results

QAI's Annual IT Service Management Colloquium (ITSM 2006) comes to India for the second time, after a grand success of the first conference in 2005(itSEC 2005). The focus of the Colloquium is to facilitate and communicate the benefits of ITSM and best practices, network with thought leaders, learn through case studies

®and accelerate implementation of best practices in the domain of IT Service Management, ITIL and ISO 20000.ITSM 2006 is an executive level event that brings together key industry participants around the issue of IT

®Service Management and ITIL (IT Infrastructure Library) in a forum that fosters information exchange, honest discussion and collaborative problem solving.

ABOUT THE COLLOQUIUM

WHO SHOULD ATTEND

Information Technology Executives: CIOs, CTOs, Sr. VPs, VPs, Directors

IT Management: IT/IS Directors & Managers, IT and Network Support Managers, Web Site Managers, Network Managers, Application Development Managers, Directors of IT Operations, IT Operations Managers/Data Center Managers, Help Desk/Service Desk Managers, Problem and Change Managers, Project Managers

Technical Professionals: Enterprise Architects, Systems Managers, Analysts, Consultants, Integrators, Web/Intranet/Extranet Professionals, IT Infrastructure Service Provider and Infrastructure Operations Personnel.

MESSAGE

"The British Computer Society (BCS) has been raising the level of professionalism in the IT industry as an essential step in the path to achieving more effective and transformational IT enabled business change programmes, thereby lifting the image and reputation of all those who work in the industry.

The launch in India of the ISEB IT Service Management qualifications in 2005 ®based on ITIL , which have seen over 60,000 people take the examination globally,

is particularly key to any service provider in India whose strategic plans including working in the European and international marketplace".

British Computer Society (BCS)Graham E Morris

www.qaiasia.com

ITSM 2006IT SERVICE MANAGEMENT COLLOQUIUM

‘Innovative Service Management – Results Driven Business Approach’Implementation of IT Service Management initiatives is becoming a necessity for predictable and optimal service delivery and performance. It is becoming increasingly important for CIOs to quantify and show the benefits of implementation to business and CEOs. For organizations determined to accurately measure and optimize the business value they get from their IT services, Innovative Service Management is a proposed roadmap.

Srinivas Polisetty, Head-Office of Innovation, CSC

‘Global Support with Problem Management’To provide seamless high quality service, which is a critical survivability factor, the collaborating IT-companies/departments must organize themselves in a way so that they can act as one virtual enterprise providing a single point of contact. This session will present global support process within problem management. It covers two integrated problem management processes CM3: front-end problem management and CM3: back-end problem management. Both models have been evaluated in more than 30 software organisations.

Mira Kajko-Mattsson, Stockholm University & Royal Institute of Technology, Sweden

‘Facing the ITSMf Certification Audit - Tips & Traps’IT managers face a number of audits which are unique and require time for preparation. An ITSMf certification audit is an important one. How does one prepare for it? What are the common questions asked? How do we educate our staff? What happens if there is an Non-Conformance? The purpose of this session is to discuss solutions to some of these questions and bring a better understanding between the Certification Industry and the IT/ITES Industry giving a few tips & traps.

M.N. Sudarshan, VP - IT Certification, BSI India Ltd.

‘Managing Availability - IT Service Management to the rescue’IT organizations have traditionally been both reactive and inward focused in the way availability of IT systems is managed. The current reliance of business on IT makes it imperative to understand the mapping of IT services to business processes and proactively plan for IT availability in line with business plans. This session will cover the planning, implementation and management of an end-to-end availability management process, illustrated with real-life examples.

Rohit Nand, Senior Consultant - ITSM Consulting Practice, Infosys

Fee details and registration form enclosed

‘The Consolidated Service Desk - The Reality !’There is much hype around the term 'Consolidated Service Desk', but is a CSD myth or reality? Much of the CSD story tends to be vendor hype - moving on from theory, this presentation will focus on the reality of CSD, stripping away the hype and exploring how this proposed holistic approach to IT service management can be achieved - using current success stories and examples to illustrate the benefits a consolidated service desk can bring to an organization.

Brian Kerr - Senior Managing Consultant, Axios Systems

‘ITSM Journey: Roadmap to Operational Excellence’ This session will address the key challenges of IT managers in running the day to day

®IT operations and managing on the edges, ITIL based process framework & ®methodology to address the key challenges, and benefits of implementing ITIL

based best practices for IT Service Management.

Sunil P Rangreji, GM - ITSM Consulting Practice, Wipro Technologies

®‘IT Service Management through implementation of ITIL /BS 15000 : A Case Study ’ITSM is no more optional and its goals can be achieved through

®implementation of ITIL with a management layer provided by BS15000.®The implementation case study pertains to the ITIL / BS15000

implementation in the world's first client offshore management center certified under BS15000 and brings out the objectives, challenges and mechanics of implementation and benefits that accrued to the organization.

Lt Col T L Sharma, Head Quality and Processes, HCL Comnet

‘Information Technology Controls: A key to Internal Controls’As increasingly businesses are using IT to collect, process, store and manage data within the organization, it is imperative that organizations have a framework to put in place IT controls. This session talks about various IT controls, such as policy related controls, general controls and application

® ®controls, and debates various frameworks such as COSO, CoBIT , CMM, ITIL & ISO on their applicability. A road map for implementing a framework for IT controls, and the challenges CIOs face in implementing internal controls in the organization are also discussed.

Satish Syal, Senior Vice President & Group CIO, NIIT Ltd.

‘Managing IT Business Risk' Many IT departments still struggle with informal, manual, labor-intensive processes and have limited insight into the business risk or customer impact of changes. In a time of increasing complexity and change, many businesses are

®turning to ITIL best practices to help to improve efficiency and reduce risk in their IT operations. This presentation will elaborate on the concerns and suggest ideal solutions

T. Srinivasan, Managing Director, Mercury India

‘The IT Balanced Scorecard Imperative for the New Age CIO’The methodology portrayed is a “IT Balanced Scorecard” (IT-BSC) framework which enables to evolve and implement a Balanced Scorecard for the internal IT organization. The focus is that these so- called support functions in organizations are fully aligned to the enterprise/ corporate strategy and perform beyond a support function to directly contribute to creating competitive advantage and stakeholder value.

Sudipta Marjit, Principal Consultant – Business Excellence, Tata Technologies

‘The Path Ahead - Achieving Business Excellence for Clientele through IT Service Excellence’Vendors must continuously align their people, tools and processes to not only meet the service requirements but also help the customer meet their strategic (business and non-business) goals, thus moving up the value chain and being a strategic partner rather than a vendor. The presentation will discuss how Kanbay has embarked upon implementing a framework based on European Foundation for Quality Management (EFQM) and the Malcolm Baldrige National Quality Award (MBNQA) to meet these requirements.

Pavan Subramanya Kota, Manager, Process Definition, KanbayRadhakrishnan Balagopal, Quality Leader, Kanbay

‘ITSM Operational Layer and Business Strategy’ This session examines how operational layer, as defined by ITSM, can be related to business strategy formulation and execution of the strategy. Defining a separate operational layer for managing the business strategy will always give definite edge for the organization to align its services according to the changing business scenario.

S Chandramouli, Lead Consultant, Satyam ®‘ITIL - Beyond the process areas!’

While organizations across the globe are adopting the best practices of IT Service management, it is important to consider and manage aspects of such an initiative other than mere process details. Such critical considerations are: Where to start, How to approach, Organizational considerations, Tool requirements. This presentations looks into those aspects which are crucial

®for the success of an ITIL adoption and implementation initiative.

Vinod Agrasala, Senior Consultant - ITSM Practice, QAI India

®‘Implementing Effective Service Management - Lessons learnt from ITIL and ITSM ’With increasing demands of customers and globalization of companies, the delivery of a world-class service is becoming the difference between success and failure and, a major competitive advantage. High-quality support of the computing infrastructure and customers is critical for the achievement of corporate business goals. To meet both customer and business objectives, a central point of contact for handling customer, user and related issues is critical.

Ramya Gandekar, Senior Quality Assurance Professional, Cognizant

K E Y S P E A K E R S

Also, address by Compuware

Getting your IT to deliver valueGetting your IT to deliver value

ITSM 2006IT SERVICE MANAGEMENT COLLOQUIUM

ABOUT BCSFormed in 1957, with over 40,000 members across 100 countries, the BCS is a leading industry body for IT

professionals and a Chartered Engineering Institution for Information Technology. BCS operates through 38 regional branches, 5 overseas sections and 60 specialist groups. The BCS Information Systems Examinations Board (ISEB) provides industry-recognised qualifications that measure competence, ability and performance in many areas of IS, with the aim of raising industry standards, promoting career development and helping organizations get a competitive edge.

ABOUT QAI Incorporated in 1994, QAI's charter is to facilitate enhanced competitiveness amongst Software, IT

enabled and other knowledge intensive organizations through multi-faceted interventions. QAI is Asia's largest and the world's third largest firm in enterprise wide deployment of process initiatives that contribute to ̀ Operational Excellence’

QAI focuses on the triad of People, Processes, and Technology and offer services through Consulting, Training, People, Process and Operational Assessments, Benchmarking, Certification, colloquiums, Resource provisioning, e-Learning to over 200 clients in India, China, Malaysia, Singapore, Middle East, Hongkong, US, South East Asia, Australia, Europe and Russia.

QAI's consulting service draws its strength from almost a decade of experience in research, training and facilitation in the areas of Process Improvement, Process Engineering, Quality, Change, Knowledge and Innovation Management.

www.qaiasia.com

DelhiPhone: +91-11-26219792, 26220580

conferences@qaiasia.com

MumbaiPhone: +91-22-28304326, 32426692

conferences@qaiasia.com

BangalorePhone: +91-80-25506386, 25506387

conferences@qaiasia.com

ChinaPhone: +86-21-50804311

qaichina@qaiasia.com

SingaporePhone: +65-6225-8139

qaisingapore@qaiasia.com

MalaysiaPhone: +603-2169 6241, 2169 6246

qaimalaysia@qaiasia.com

UNICOM, UKLondon

Phone: +44(0)1895 256484info@unicom.co.uk

QAI

Email: conferences@qaiasia.com

COLLOQUIUM TUTORIALS

A 3-DAY TUTORIAL

®Accredited ITIL Foundation Course

Workshop Highlights

! Configuration Management! Service Desk and Incident Management! Problem Management! Change Management! Realize Management! Service Level Management! Availability Management! Capacity Management

Take the Certification Examat the end of the course

(1 hr multiple choice format)

! Business Continuity and IT Service Continuity Management

! Financial Management for IT Service

City Code Date Faculty

Mumbai 202F 22-24 May Vinod Agrasala

Bangalore 201F 22-24 May Pankaja Acharya

Delhi 501F 5-7 June Prakash Sharma

City Code Date Faculty

Delhi 203F 22 May Prakash Sharma

Bangalore 101F 19 May

ISO 20000 Alignment and CertificationA 1-DAY TUTORIAL

Workshop Highlights

! Setting the Context - ITSM & ISO 20000 ! ISO 20000 - Understanding the Standard ! Requirements for IT Service Management ! Planning and Implementing IT Service

Management ! ISO 20000 Service Management Process ! ISO 20000 Alignment and Certification Roadmap

®IT Governance with CoBIT 4.0

City

Delhi

Code

301F

Date

23 May

Faculty

M. K Chandrasekharan

A 1-DAY TUTORIAL

Workshop Highlights

®! Aligning IT Governance with Corporate Governance: Introducing the CoBIT model

®! Understanding the CoBIT model

®! How CoBIT is complimentary to other quality frameworks and standards

®! Case Study on IT Governance using CoBIT

VENUE DETAILS

BANGALOREHotel Leela PalaceContact: Shyni SatyamitraTel: 91 80 25506386

MUMBAIHotel Le Royal MeridienContact: Ritika SikandTel: 91 22 28304578

DELHIHotel Crown Plaza SuryaContact: Akshita MehraTel: 91 11 26220580

TUTORIALS

BANGALOREHotel Leela Palace23, Airport RoadBangalore-560 008

CONFERENCE

Mumbai 402F 25 May Vinod Agrasala

Pankaja Acharya

Introduction to ISO 27001 and ISO 17799

City

Bangalore

Code

401F

Date

25 May

Faculty

M.N. Sudarshan

A 1-DAY TUTORIAL

Workshop Highlights

! Information and Information Security! The Purpose of the Information Security

Standards ! Differences between ISO 27001:2005 and

ISO 17799:2005! Clauses within ISO 27001:2005

! Control Objectives and Controls! Implementation of an Information Security

Management System! Certification to ISO 27001:2005! Other BSI Training Courses in Information Security

® CoBIT is a registered trademark of ISACA and the IT Governance Institute.

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