Programme
| Heal the world - with ITIL The itSMF Conference, 22-23 March 2011, Clarion Hotel Oslo Airport Gardermoen |
| Monday 21 March: Pre-conference workshops |
| 14:30-15:00 | Lunch | ||
| 14:30-15:00 | Registration |
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Terminal 1 |
Terminal 2 15:00-19:00 |
Terminal 3 15:00-19:00 |
Terminal 4 15:00-19:00 |
Terminal 5 15:00-19:00 |
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| 09:30-09:45 | Continuous improvement and Lean Rolf Martin Johansen, Chief Quality, Security and Processes, Logica Norway Infrastructure Management (in Norwegian) Waiting list |
Where you stand, depends on where you sit Measurements, metrics and KPIs Colin Rudd, Items LTD (in English) Waiting list |
Apollo 13 ITIL simulation Steria (in Norwegian) Waiting list |
Communication during QA work Signe-Marie Hernes Bjerke, Det Norske Veritas (in Norwegian) |
ITIL Take-Off – Airport Simulation Marius Lien, ITIL Rådgiver, Syscom AS |
| 19:00 | Dinner |
| The arrangement of each workshop will depend on the number of registrants | |
| Programme – Tuesday 22 March |
| 08:15-09:15 | Registration |
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| 08:45-09:15 | Morning coffee in the exhibition area ─ The Barista Café ITIL is open |
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| Plenum session in the Syscom and Wendia Rooms (“Luftrommet”) | ||||
| 09:15-09:20 | Welcome to itSMF Norway! Board Chair Elin Sande Herlovsen, itSMF Norway | |||
| 09:20-09:30 | Welcome to the conference! Conference Organiser Karl-Henning Rørstad, itSMF Norway | |||
| 09:30-10:20 | Can we use humour to change our behaviour? A presentation of Fun Theory. Katarina Lakowitz (in Swedish) |
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| 10:20-11:50 | Disneys ITIL approach to quality service. Mike Reardon, Disney Institute (in English) | |||
| 11:50-12:20 | Lunch in the restaurant and visit to the exhibition | |||
| 12:20-13:20 | Visit to the exhibition | |||
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The Syscom Room (“Luftrommet 1”) |
The Wendia Room (“Luftrommet 2”) Introduction |
"Luftrommet 3" People |
"Terminal 1-2-3" Cases histories |
"Terminal 4-5" C S I |
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| 13:20-14:00 | ITIL Problem Management ─ a perfect landing, but the wrong airport… Magnus Mølsæter and Tom Solheim, Tomaco AS (in Norwegian) |
Establishing a Service Catalogue A practical approach and case study Colin Rudd, Items LTD (in English) |
Critical success factors for ITSM implementation in the IT organisation Pål Nome (Man. Dir.) and Jeanette Reinholdtsen (Quality Manager), Syscom (in Norwegian) |
Processes that helped the COOP serve more customers Lise Hugdahl, IT Service Manager, COOP Norge Handel AS (in Norwegian) |
Continuous improvement by joint evaluation of supplier and customer contributions Tor Christian Ulvang, SpareBank 1 Group and Noralf Husby, Head of Project and Management Group, Kantega AS (in Norwegian) |
| 14:10-14:50 | What does your company do when your IT services aren’t functioning? Jan Eirik Olsen, Head of the Consulting Department for ITIL and IT Service Management, Accenture Norge (in Norwegian) |
Implementing ITIL 2.5: Lessons learned from two implementation case studies Bob Ryan, IBM Global Business Services (in English) |
People have value - an agile approach to service management Arne Åhlander, Course Leader at Kantega Academy (in Swedish) |
Last year’s award winner: NAV ICT ─ ups and downs on our onward journey NAV ICT Operations (in Norwegian) |
ITIL CSI – Reaping the benefits of ITIL projects Roger Tøftum, Senior Adviser, Steria AS (in Norwegian) |
| 15:00-15:40 | Application Management as an ITIL-based service - "How to …?" Bård-Erik Evensen, Senior Adviser, ASP Norge AS and Knut-Olaf Rusten, ICT Manager, GDF (in English) |
Implementing compulsory Change in a Climate of Resistance Paul Scott, Bank of England Change Management (in English) |
Implementing Service Knowledge Management - from Knowledge to the people to Knowledge for the people Hans Kristian Lange, Knowledge & Problem Manager, Statoil ASA (in Norwegian) |
MyOceans - introducing IT Service Management for a pan-european service Clare Hubbard, Service Management, Met Office and Bruce Hackett, Met No (in English) |
Development of a Lean school and examples of Lean from Posten’s IT department Heidi Ihle Edvardsen, Lean IT Manager, Posten Norge (Norwegian Postal Service, in Norwegian) |
| 15:40-16:10 | Coffee/tea, cakes and exhibition visit in the Multiarena The Barista Café ITIL is open |
| Plenum session in the Syscom and Wendia Rooms (“Luftrommet”) |
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| 16:10-16:50 | ITIL Strategy - the new book By David Cannon, Hewlett-Packard and Chairman of itSMF International (Language: English) |
| 16:50-17:50 | Panel debate: What’s missing? Major public sector IT projects that aren’t working as they should. - Jens Nørve (ITS Director at the Norwegian Authority for Public Administration and eGovernment), Magne Jørgensen (Senior Research Scientist, Simula Research Laboratory AS) and Hans Solli-Sæther, (Associate Professor, Norwegian School of Management - BI) (in Norwegian) Panel moderator: Anne Lindmo |
| 17:50-18:35 | The Annual General Meeting of itSMF Norway will be held in Terminal 1. (Open for members of itSMF Norway) |
| 17:50-19:30 | Aperitif in the exhibition area |
| 19:30-22:00 | Conference Banquet with award ceremony and entertainment in the “Luftrommet”, Syscom and Wendia Rooms |
| 22:00-24:00 | Dancing and mingling |
| 00:00-00:30 | Midnight concert |
| Programme ─ Wednesday 23 March Plenum session in the ”Luftrommet”, Syscom and Wendia Rooms |
| 09:00-09:45 | Foredrag kommer |
| 09:45-10.30 | Technical planning for Eurovision Songcontest 2010 By Ina von Lukas, Teknisk prosjektleder / Vice Technical Manager for Eurovision Songcontest 2010, NRK |
| 10:30-11:00 | Kaffe/te, kaker og utstillingsbesøk. Baristacafè ITIL er åpen |
| Syscom salen (Luftrommet 1 ) Basis |
Wendia salen (Luftrommet 2) Innføring |
Luftrommet 3 |
Terminal 2-3 Ledelse |
Terminal 3-4 Cases |
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| 11:00-11:40 | New Strategy David Cannon, Hewlett-Packard and Chairman itSMF International (Language: English) |
Preparing for ISO20000 certification Magne Indahl, kvalitetsleder, Politiets data- og materielltjeneste |
Process meets Management ─ NTNU’s experience of managerial involvement in ITIL process implementation Håkon Alstad, Head of IT Administration, NTNU IT (in Norwegian) |
ICT strategy and ITIL: opportunities, challenges and trouble Sven L. Pihl, Dir. Consulting, CIBER Norge AS (in Norwegian) |
Heal the World with ITIL: the African case Brendan Martin, Dir. of Training, and Geir Isene, General Manager, FreeCode (in Norwegian) |
| 11:50-12:30 | Better service ─ YES! Trond Ahlquist, Head of IT Services, Norwegian School of Management (BI) (In Norwegian) |
Life cycle management ─ the key to the “forgotten processes”? Stig Bjørling Ellingsen, Senior Adviser, IT Service Management, Prosesshuset AS (in Norwegian) |
Not all development has to be agile Anne Kristine Næss, EDB ErgoGroup (in Norwegian) |
Using ITIL to achieve IT savings John Windebank, Oracle (in English) |
How do you take the pulse of 20,000 users? Karl-Henning Rørstad, Deputy Director, NAV ICT Administration (in Norwegian) |
| 12:30-13:00 | Visit to the exhibition | ||||
| 13:00-14:00 | Lunch in the restaurant and visit to the exhibition |
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| 14:00-14:40 | Acquisition and implementation of Service Management tools Christian F. Nissen, CFN People A/S (in English) |
Experiences with ITIL in the eID programme and the management hierarchy at DIFI Kristine Håland, Norwegian Authority for Public Administration and eGovernment (DIFI) (in Norwegian) |
Does Cloud Computing represent the future of IT service management? Strategy selection and a client case history Jens Helstrup, Business Solutions Manager, Rubik Solutions AS (in Norwegian) |
Sykehuspartner’s service rates – an extreme makeover Bjørn Henrik Pedersen, Sykehuspartner og Nils Due-Gundersen, Accenture (in Norwegian) |
The use of ITIL v3 in the power industry to ensure successful planning, roll-out and operation of advanced metering and administration systems (AMS) |
| Plenum session in the Syscom and Wendia Rooms("Luftrommet") |
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| 15:00-15:15 | Next year’s conference. Karl-Henning Rørstad, itSMF Norway (in Norwgian) |
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| 15:15-16:15 | The Future of ITSM By Sharon Taylor, Aspect Group (in English) | ||||
| 16:15 | Concluding remarks |
We reserve the right to make changes to the programme.
We make reservations for any misprints.
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