TFT12 05.12.12 - The first 24 hour global ITSM virtual conference. For more information: hello@sdi-e.com

Standard+Case is about applying a body of knowledge called Adaptive Case Management to ITSM, synthesising it with our existing ITIL process approach. This is an exciting new concept from the IT Skeptic that will radically improve the way we handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. S+C applies to anything that requires a human response: there's either a standard response or there isn't.
The S+C approach addresses criticisms of other Service Management approaches like ITIL for being too process-centric and not allowing knowledge workers to be empowered. S+C also provides a good skills path for service desk analysts that fits well with gamification.
If you only look at one new idea this year, look at this one. It is an ITSM game-changer.
Learn more at http://www.itskeptic.org/standard-case
Timezone USA
CONFIRMED SPEAKER

Risk Based Service Management

Esta es una propuesta alternativa de conferencia en la que se presenta una visión de la Gestión de Servicios desde la perspectiva de los riesgos que asume el Negocio al utilizar servicios TI y de cómo la Gestión de Servicios ayuda a mitigarlos.

This is a proposition of a non-english conference (to add more freshness and communicate to a different audience) about how we can combine the BowTie Risk Management methodology with the current ITSM practices to obtain a perspective on wich are the risks that the business is assuming when makes their activities based on IT Services, and how ITSM helps mitigating those risks
Twitter: @avallesalas
Blog: http://www.gobiernotic.es
About me: http://www.linkedin.com/in/avallesalas
Timezone: As required by organization. Can be EMEA or EDT to reach LatAm audience or to level speakers
CONFIRMED SPEAKER

Balanced Diversity - A Portfolio Approach to Organisational Change. This innovative new framework will ensure that your service management changes are successfully embedded into the fabric of your organisation. Do not become a statistic - 70% of organisational changes fail. Why? Because most of the guidance tells you what you need to do, but not how to do it. This framework is the 'how'.
Timezone: Australasia
CONFIRMED SPEAKER

„No time to work on improvements? Find it with Kanban!”
How Kanban, Lean, Agile could be applied to ITSM? Vladimirs will share his practical experience from case of insurance company in Russia. He installed Kanban board as a tool for IT management team to execute IT Service Management programme.
Want to learn how to do it yourself?
Twitter: @vivanovs http://twitter.com/#!/vivanovs
LinkedIn: http://www.linkedin.com/in/vivanov
Location: EMEA
CONFIRMED SPEAKER

I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it.

So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.

Twitter: @rrwhite
About: http://www.uservoice.com/about/founders/
Timezone: America/Pacific (PDT)

CONFIRMED SPEAKER

¿Cuál es el mapa de navegación de los profesionales TI en la búsqueda de la integración con el negocio?
Para la biblioteca ITIL® la gestión de servicios debería ser un activo estratégico. Pero, hoy en día, eso podría no ser una ventaja competitiva. Lo grave es que, en ocasiones, algunos responsables TI creen que implementar esas técnicas y modelos significan definir estrategias.
Si el deseo es que TI alinee su estrategia con la del negocio hay que asegurarse que se entienda que cada nuevo proyecto TI sea considerado un proyecto de negocio. Recordemos que una estrategia no es un plan de negocio sino el rumbo que debe seguir la gente que trabaja y que dirige.
La presentación incluye un mapa de navegación operativo para que los profesionales TI eviten caer en trampas de enemigos y mercenarios.
Blog http://oscarcorbelli.tecnofor.es/
Twiiter @OscarCorbelli
Timezone: To be confirmed (USA or EMEA?)

CONFIRMED SPEAKER

Secrets to Spectacular Self-Service Success

The theoretical benefits in offering self service to your customers are well known and often quoted in saving time and money and raising customer satisfaction. However the brutal fact is that when it comes to Self Service, the mantra "Just Build It and They Will Come" does not always apply. In fact, unless some specific approaches are followed, you are at great risk of fulfilling "Just Build It and They Will Ignore It".

So what's the secret? Join Ian Aitchison in this guide to what makes Self Service succeed or fail, embellished with examples from real world implementations, and sharing the ultimate top tips to ensuring your new Self Service can make a fundamental improvement to your Service Desk and to your customers' satisfaction and productivity.

Ian Aitchison is ITSM Product Director at LANDesk Software. He has worked in the ITSM industry for nearly 20 years, in that time assisting many large organisations worldwide with their ITSM programs, working in roles including Support Manager, Best Practice Manager and Technical Director.
He speaks regularly at industry events as an enthusiastic evangelist of both the power of LANDesk solutions and also the benefits of IT Service Management.

Timezone: EMEA
CONFIRMED SPEAKER

ITSM in the Service of Humanity: Creating, Delivering, Socializing, and Sustaining Value

This session will be a joint presentation and dialogue that explores the connections between technology, business value, and social value as we have seen in our experiences working to improve the human condition at Emory, in Atlanta, and the world.

Mark Kawasaki and Farah Remtulla are ITSM Specialists at Emory University.

http://about.me/mkawasaki
http://about.me/fremtulla

Timezone: USA

CONFIRMED SPEAKER

To improve is to change; to be perfect is to change often.

70 years ago, Winston Churchill said: “To improve is to change, to be perfect is to change often.” Today, technological change is happening at an increasingly rapid rate and if we are striving for perfection, we need to change often. Without the ability to change quickly and efficiently we are doomed to be left behind, overtaken, or gobbled up. How are we going to prevent this happening? Well by simply replacing “If Only” with “Next Time” we can become the ones at the head of the field gobbling up the competition.

Timezone: EMEA
CONFIRMED SPEAKER

Sensible Service Management - Mistakes are just learning opportunities.
If you don't make mistakes then you probably aren't trying hard enough!
Take the opportunity to learn from some common mistakes that I, and many others before and after me, have made...then you can go on to make your own new ones!
In this presentation there are no silly questions...the only mistake you can make here is not asking them.
Come and hear some basic common sense, which is often not as common as it should be.
Click on my name, above, for more details.

Timezone - Australasia
CONFIRMED SPEAKER