Fusion 08 - Uniting the world of IT Service Management
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Session Descriptions

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Sessions on Sunday, September 07
Time Session Number Session Track
1:00 PM - 5:00 PM 429 Culture Vision!: Looking at Team Culture and Team Building in a Whole New WAY!!
Kirk Weisler (Chief Morale Officer)
 Workshops
1:00 PM - 5:00 PM 197 How to Define IT Services: The Cornerstone of ITSM
Hank Marquis (Enterprise Management Associates)
 Workshops
1:00 PM - 5:00 PM 141 CMDB Design Simulation Workshop
Drew Hart (Unisys)
 Workshops
1:00 PM - 5:00 PM 344 Strategic Service Design: Developing a Service Portfolio Implementation Roadmap and Defining Effective Services
Molly Holladay (Lontra)
Sean Ryan (Lontra)
 Workshops
1:00 PM - 5:00 PM 418 Real-life ITIL v3 Application via Simulation - Polestar ITSM
Andrew Speake (G2G3)
 Simulation
1:00 PM - 5:00 PM 419 BSM Airport Simulation
Anthony Orr (BMC Software)
 Simulation
1:00 PM - 5:00 PM 421 Apollo 13 -- An ITSM Case Experience
Jan Schilt (GamingWorks BV)
 Simulation
1:00 PM - 5:00 PM 420 An Experiential Approach to IT Project Management success within ITIL V3 - Polestar PM - A Project Management Simulation
Jason McClay (G2G3)
 Simulation
 
Sessions on Monday, September 08
Time Session Number Session Track
10:00 AM - 11:00 AM 364 10 Steps to Creating Measurable Value with a Winning Strategy
Doris Holley (NIH)
LaTanya Burton (National Institutes of Health)
 Track 1: Service Strategy – The Core of ITSM
10:00 AM - 11:00 AM 400 "6 Questions" of IT Services - Service Catalogs in Higher Education
Aaron Melgares (Univ of CA, Santa Cruz)
 Track 2: Where to Start with Service Design
10:00 AM - 11:00 AM 328 Cost Catalog: Giving Control to your Business
Hardeep Singh (Infosys Technologies)
Nilesh Patel (Barclays Global Investors)
 Track 3: Service Design Beyond the Beginning
10:00 AM - 11:00 AM 143 Power, Politics, and Peanut-Butter; How to use ITIL to get out of a sticky situation
Oryst Kunka (The Bank of New York Mellon Co)
 Track 4: Starting Change with Service Transition
10:00 AM - 11:00 AM 166 Optimizing the Impacts of Change through Analytics
George Gerchow (Configuresoft)
 Track 5: Driving Organizational Growth with Service Transition
10:00 AM - 11:00 AM 256 Are you conforming or transforming?
Jolene McAfee (Bridgestone Bandag LLC)
 Track 6: Achieving Value with Service Operation
10:00 AM - 11:00 AM 68 Using Software to Automate ITIL Processes
Joseph Kennedy (State Street Corporation)
 Track 7: Service Operation: More than Event Management
10:00 AM - 11:00 AM 307 ISO 20000: Getting Through the Pre Assessment
Lisa schlaf (Econ Global Services)
 Track 8: Continual Service Improvement and Governance
10:00 AM - 11:00 AM 128 Driving Employee Engagement to Support your ITSM Program
Peter Doherty (CA)
 Track 9: Complementing ITSM Implementations
10:00 AM - 11:00 AM 17 CIOs ITSM and the 366 Degree Circle
Malcolm Fry (FRY-Consultants)
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
11:15 AM - 12:15 PM 232 Getting Started with ITIL: Taking Inventory of Current State
CJ Hull (Cerner Corporation)
 Track 1: Service Strategy – The Core of ITSM
11:15 AM - 12:15 PM 226 Putting the Pieces Together: A Model for Integrating Service Design Processes
Michael McGaughey (Dream Catchers, Inc.)
 Track 2: Where to Start with Service Design
11:15 AM - 12:15 PM 77 A Framework for Capacity Management Reporting
Frank Bereznay (Kaiser Permanente)
 Track 3: Service Design Beyond the Beginning
11:15 AM - 12:15 PM 293 Change Models
John Mullen (Xa Systems)
 Track 4: Starting Change with Service Transition
11:15 AM - 12:15 PM 234 Knowledge is Power - Turning Data into Wisdom within an SKMS
Jayne Groll (ITSM Academy)
 Track 5: Driving Organizational Growth with Service Transition
11:15 AM - 12:15 PM 251 Title: BSM and Best Practices: Elevating the Role of the Service Desk
Lisa Erickson-Harris (Enterprise Management Associates)
 Track 6: Achieving Value with Service Operation
11:15 AM - 12:15 PM 253 Regional Energy Company -- How We Used ITIL to Reduce Security Provisioning From 5 Days to 5 Minutes
Derek Lonsdale (PA Consulting)
Steve Harkola (Energy East)
 Track 7: Service Operation: More than Event Management
11:15 AM - 12:15 PM 410 Executive Panel: Enabling Service Improvement and Governance through Technology
Matthew Schvimmer (HP)
Robert Stroud (CA, Inc)
Matt Finkelstein (Vettro)
 Track 8: Continual Service Improvement and Governance
11:15 AM - 12:15 PM 339 ITIL -- Useful for Small Companies?
Michael Gill (Transcept Pharmaceuticals, Inc)
 Track 9: Complementing ITSM Implementations
11:15 AM - 12:15 PM 55 Utilizing Visualization and infographics for Clarity and Understanding
Henry Strouts (G2G3 )
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
2:15 PM - 3:15 PM 407 Making ITIL v3 Service Portfolio Management a Reality
Matthew Schvimmer (HP)
 Track 1: Service Strategy – The Core of ITSM
2:15 PM - 3:15 PM 88 IT Demand and Supply Chain Transparency: The key to energizing leadership support for your service management program
Mike Sparks (Allstate Insurance Company)
 Track 2: Where to Start with Service Design
2:15 PM - 3:15 PM 430 Healing Through IT Service Management: A Healthcare Provider's Journey
 Track 3: Service Design Beyond the Beginning
2:15 PM - 3:15 PM 28 ITSM in a Box -- Just Add Water!
Doug Tedder (Roche Diagnostics)
 Track 4: Starting Change with Service Transition
2:15 PM - 3:15 PM 408 "Fit for purpose" -- What Unified Service and a CMDB can really do for a Business
Anthony Ferrigno (Ciber)
Robert Stroud (CA, Inc)
 Track 5: Driving Organizational Growth with Service Transition
2:15 PM - 3:15 PM 340 Real Life, No Humbug, Successfully Ingrained IcM in a University Service Desk
Linda Rosewood (University of California, Santa Cruz)
 Track 6: Achieving Value with Service Operation
2:15 PM - 3:15 PM 356 Open Source Solutions for ITIL / ITSM
TIMOTHY currie (Open Haus Software)
 Track 7: Service Operation: More than Event Management
2:15 PM - 3:15 PM 164 Driving Service Improvements - Using Goal-Driven Metrics and KPIs
David Chiu (BMO Financial Group)
 Track 8: Continual Service Improvement and Governance
2:15 PM - 3:15 PM 237 ITSM Sets Sail in the US Navy: Lessons from the Front Lines
Russell Herrell (Windward ITS)
Captain Webber (US Navy, Commander U.S. Second Fleet)
 Track 9: Complementing ITSM Implementations
2:15 PM - 3:15 PM 409 Leveraging Mobile Applications in the Service Lifecycle
Mark Lloyd (Vettro)
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
 
Sessions on Tuesday, September 09
Time Session Number Session Track
10:00 AM - 11:00 AM 62 A Real World, Pragmatic Approach to Creating a Service Management Strategy in Healthcare
David Kenyon (Spectrum Health)
Heather Deane Strickland (Spectrum Health)
 Track 1: Service Strategy – The Core of ITSM
10:00 AM - 11:00 AM 301 Defining IT Success Through The Service Catalog
Troy DuMoulin (Pink Elephant)
 Track 2: Where to Start with Service Design
10:00 AM - 11:00 AM 416 Bringing Facts to the Conversation: A Case Study with Schneider Electric
 Track 3: Service Design Beyond the Beginning
10:00 AM - 11:00 AM 358 Successfully Implementing Change Management in Phases at a Large Public University
Charles McIntyre (UC Santa Cruz)
 Track 4: Starting Change with Service Transition
10:00 AM - 11:00 AM 27 Why CMDB Projects Fail
Michele Hudnall (Axios Systems, Inc.)
 Track 5: Driving Organizational Growth with Service Transition
10:00 AM - 11:00 AM 345 How CMDB accuracy impacts IT Service Management Initiatives
Jamie Lerner (CITTIO)
 Track 6: Achieving Value with Service Operation
10:00 AM - 11:00 AM 355 Mission: Humanly Impossible -- De-Mystify Millions of Metrics
Nicola Sanna (Netuitive)
 Track 7: Service Operation: More than Event Management
10:00 AM - 11:00 AM 110 A Guide on Marrying COBIT and ITIL to Drive Strong Governance and Continual Service Improvement
Harpreet Virdee (The Manta Group)
 Track 8: Continual Service Improvement and Governance
10:00 AM - 11:00 AM 413 Service Lfe Cycle -- Applying the Concept
Paul Fibkins (Citigroup Technology Infrastructure)
Ivor Macfarlane (IBM)
 Track 9: Complementing ITSM Implementations
10:00 AM - 11:00 AM 295 Effective ISO 20000 Process Approach Audits
Manuel Marco (UL DQS Inc.)
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
11:15 AM - 12:15 PM 241 Service Management Champion of the Year in UK Shares Experience in Implementing ITIL Processes
Marc Guy (Service-Now)
 Track 1: Service Strategy – The Core of ITSM
11:15 AM - 12:15 PM 185 Excellence in IT Operations: Beyond the Basics in Service Management
Matthew Mais (CUNA Mutual Group)
Denis Krull (CUNA Mutual Group)
 Track 2: Where to Start with Service Design
11:15 AM - 12:15 PM 69 Where is Security in ITIL v3?
Kamal Dave (Hewlett Packard)
 Track 3: Service Design Beyond the Beginning
11:15 AM - 12:15 PM 160 Are You Ready -- For A Change??
David Wehner (TIAA-CREF)
 Track 4: Starting Change with Service Transition
11:15 AM - 12:15 PM 329 The Third Time's the Charm
Michelle Veo (Sony Pictures Entertainment)
 Track 5: Driving Organizational Growth with Service Transition
11:15 AM - 12:15 PM 95 Reducing change-related incidents through Change Control and CAB
Lina Patel (European Patent Office)
 Track 6: Achieving Value with Service Operation
11:15 AM - 12:15 PM 14 Is What You See What You Get
malcolm gunn (barclays)
 Track 7: Service Operation: More than Event Management
11:15 AM - 12:15 PM 71 Utilizing Toyota Business Practices for Continual Service Improvement
Dave Howard (Toyota Financial Services)
 Track 8: Continual Service Improvement and Governance
11:15 AM - 12:15 PM 376 Got Monitoring? Let Sleeping Developers Sleep
Andy Sedor (Progressive Insurance)
 Track 9: Complementing ITSM Implementations
11:15 AM - 12:15 PM 161 Implementing ITSM based on PMI's Framework
John Gilmore (Quint Wellington Redwood)
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
3:15 PM - 4:15 PM 347 Good Practice Frameworks: Kissing Cousins or Family Feud
Kevin Pugh (Allstate Insurance Company)
Cathy Kirch (Allstate Insurance Company)
 Track 1: Service Strategy – The Core of ITSM
3:15 PM - 4:15 PM 417 The Service Catalog and IT Financial Management -- A Case Study
Bill Fine (newScale)
Mike Holland (McKesson)
 Track 2: Where to Start with Service Design
3:15 PM - 4:15 PM 84 Guided Tour Through a Service Level Agreement
Richard Russell (HCA)
 Track 3: Service Design Beyond the Beginning
3:15 PM - 4:15 PM 249 Creating, Adjusting, & Managing IT Services through the Seas Organizational Changes
Louie Peak (Unisys Corporation)
John Collier (Countrywide Financial Corporation)
 Track 4: Starting Change with Service Transition
3:15 PM - 4:15 PM 392 ITSM Process Development Methodology using a CMMI-based Engineering Process
Thomas M. Kraly (Lockheed Martin)
 Track 5: Driving Organizational Growth with Service Transition
3:15 PM - 4:15 PM 31 A deep dive into Problem Management troubleshooting techniques
Jay Long (Forsythe Solutions Group)
 Track 6: Achieving Value with Service Operation
3:15 PM - 4:15 PM 415 Using the internal IT department as a weapon -- Using best practices like ITIL v.3 and technology standards to solve external customer challenges
Brian Koster (Dell)
 Track 7: Service Operation: More than Event Management
3:15 PM - 4:15 PM 113 IT Compliance: A Catalyst for Efficiency
Michael Bargerhuff (Apollo Group (University of Phoenix))
 Track 8: Continual Service Improvement and Governance
3:15 PM - 4:15 PM 411 Sponsorship Panel Session: How to overcome Unique ITSM Implementation Challenges posed by a Global Organization
Dale Brown (Axios Systems)
Bernie Mamon (EDS)
Tom Vetterani (CompuCom Systems, Inc.)
Atwell Williams (BMC Software)
Naomi Sullivan (EMC Infra)
 Track 9: Complementing ITSM Implementations
3:15 PM - 4:15 PM 246 Change Management for Your ITSM Career
Jay Stuart (GE)
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
4:30 PM - 5:30 PM 312 Service Portfolio Management -- Antidote for the Budget Season Blues
Nick Schneider (newScale)
 Track 1: Service Strategy – The Core of ITSM
4:30 PM - 5:30 PM 374 Instant ITIL Influence - Techniques to positively affect the Service Management culture
Terence Okus (TakeAway KCS, LLC)
 Track 2: Where to Start with Service Design
4:30 PM - 5:30 PM 154 BS 25999 The New Generation of Business Continuity
John DiMaria (BSI Management Systems)
 Track 3: Service Design Beyond the Beginning
4:30 PM - 5:30 PM 412 Ensuring CMDB Accuracy With Discovery
Bob Quillin (EMC)
 Track 4: Starting Change with Service Transition
4:30 PM - 5:30 PM 11 To ITL & Beyond - An extreme makeover approach
Kevin Breen (Intel )
 Track 5: Driving Organizational Growth with Service Transition
4:30 PM - 5:30 PM 414 Enabling Effective Incident Management Triage of Enterprise Services
Bob Balassi (Maryville Technologies)
 Track 6: Achieving Value with Service Operation
4:30 PM - 5:30 PM 66 Building a Web Self-Service Portal: Keys to Success
Paul Dooley (Optimal Connections, LLC)
 Track 7: Service Operation: More than Event Management
4:30 PM - 5:30 PM 264 Continual Service Improvement is Free
Reed Shell (Self)
 Track 8: Continual Service Improvement and Governance
4:30 PM - 5:30 PM 294 Case Study: A remarkable ITIL and ISO/IEC 200000 journey
Shirley Lacy (ConnectSphere)
 Track 9: Complementing ITSM Implementations
4:30 PM - 5:30 PM 61 Out Of One Silo And Into Another
Karen Ferris (itSMF Austrlia)
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
 
Sessions on Wednesday, September 10
Time Session Number Session Track
9:00 AM - 11:00 AM 78 The Star Wars Strategy -- Building a Portfolio for the DeathStar
Sean McClean (Katalyst Now, LLC)
Randy Michael (*)
 Track 1: Service Strategy – The Core of ITSM
9:00 AM - 11:00 AM 124 Like Peanut Butter and Jelly - Outsourcing and ITIL
Jan Vromant (Deloitte)
 Track 2: Where to Start with Service Design
9:00 AM - 11:00 AM 172 IT Service Continuity Management -- Where do I start?
Dennis Ravenelle (Harvard University)
 Track 3: Service Design Beyond the Beginning
9:00 AM - 11:00 AM 274 Using an Organizational Change Model to Implement ITSM
Anthony (KC) Cavallaro (MITRE)
Derek Argust (MITRE Corporation)
 Track 4: Starting Change with Service Transition
9:00 AM - 11:00 AM 254 Managing Organizational Change -- The Secret Sauce for Operationalizing ITSM
Shafqat Azim (Gartner)
 Track 5: Driving Organizational Growth with Service Transition
9:00 AM - 11:00 AM 371 What Is A Service Catalog? What Can It Do For Me? How Do I Get It?
Sherrie Danquer (Intact Technology, Inc.)
Carol Kelley (Intact Technology, Inc.)
 Track 6: Achieving Value with Service Operation
9:00 AM - 11:00 AM 368 Measuring to Improve: Using Metrics and the ITIL v3 7 Step Improvement Process
Lou Hunnebeck (Third Sky, Inc.)
Reginald Lo (Third Sky, Inc.)
 Track 7: Service Operation: More than Event Management
9:00 AM - 11:00 AM 354 Structured Problem Solving, a Proven Approach to Fixing It Once and for All
Patrick Musto (Plexent)
 Track 8: Continual Service Improvement and Governance
9:00 AM - 11:00 AM 300 The ITIL® and CMMI® Dance: A Play in Three Acts
Ted Hayes (EDS)
Bill Phifer (EDS)
 Track 9: Complementing ITSM Implementations
9:00 AM - 11:00 AM 239 Process: The Language of Work
David Stucky (taruu, LLC)
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
11:15 AM - 12:15 PM 242 Implement ITILV3 & Obtain ISO/IEC 20000 Certification
Linda Budiman (CSC)
 Track 1: Service Strategy – The Core of ITSM
11:15 AM - 12:15 PM 327 Electrifying IT Service Management - Strategies, benefits, and opportunities for collaborating outside your company
Robbin Trusty (Austin Energy)
 Track 2: Where to Start with Service Design
11:15 AM - 12:15 PM 323 A journey to a successful Capacity Management implementation
Laurent Mandorla (BearingPoint)
 Track 3: Service Design Beyond the Beginning
11:15 AM - 12:15 PM 125 How Change Management Changed Management
Susan Ryan (Blue Cross and Blue Shield of Minnesota)
 Track 4: Starting Change with Service Transition
11:15 AM - 12:15 PM 398 Complexity to Controlled Chaos: ITIL and ITAM Combine to give "The Biggest Loser" a run for its money.
John Siniawski (Five9 Technologies)
 Track 5: Driving Organizational Growth with Service Transition
11:15 AM - 12:15 PM 85 Classified Information: Appreciate the Value of Your Service Operation
Chad Evans (Stroma, Inc.)
 Track 6: Achieving Value with Service Operation
11:15 AM - 12:15 PM 390 Building Decision Suport Systems That Work
Richard Peasley (Red Swan Publishing)
 Track 7: Service Operation: More than Event Management
11:15 AM - 12:15 PM 136 A Focus on Quality through Continual Improvement and Empowered Teams
Teresa Mount (Maryville Technologies)
 Track 8: Continual Service Improvement and Governance
11:15 AM - 12:15 PM 341 Training for Transition Success
Rhonda Keller (BMC Software)
 Track 9: Complementing ITSM Implementations
11:15 AM - 12:15 PM 309 Next Step for Virtualization -- Pre-Production Testing
Dennis Powell (StackSafe Inc. )
 Track 10: Talking Shop - Hot Topics, Trends and Emerging Topics
1:00 PM - 5:00 PM 423 ISO/IEC 20000 Foundation Course
Donna Knapp (ITSM Academy, Inc. )
 Post-Conference Training
1:00 PM - 5:00 PM 424 IT Governance Foundations based on CobIT 4.1
John Gilmore (Quint Wellington Redwood)
 Post-Conference Training
1:00 PM - 5:00 PM 428 ITIL® v3 Service Management Foundation w/ Polestar Simulation
Nicole McFarland (Third Sky, Inc.)
 Post-Conference Training
 
Sessions on Thursday, September 11
Time Session Number Session Track
8:00 AM - 5:00 PM 428 ITIL® v3 Service Management Foundation w/ Polestar Simulation
Nicole McFarland (Third Sky, Inc.)
 Post-Conference Training
8:00 AM - 5:00 PM 424 IT Governance Foundations based on CobIT 4.1
John Gilmore (Quint Wellington Redwood)
 Post-Conference Training
8:00 AM - 5:00 PM 422 ITIL® V3 Foundation Bridge
Tom Pierce (Third Sky, Inc.)
 Post-Conference Training
8:00 AM - 5:00 PM 425 How to Create a CMDB According to ITIL Best Practices
Jack Probst (Pink Elephant)
 Post-Conference Training
8:00 AM - 5:00 PM 426 How to Create a Service Catalog According to ITIL Best Practices
Gary Case (Pink Elephant)
 Post-Conference Training
8:00 AM - 5:00 PM 427 Root Cause Analysis -- A Practical Approach
Adriaan van de Rijken (Plexent)
 Post-Conference Training
8:00 AM - 5:00 PM 423 ISO/IEC 20000 Foundation Course
Donna Knapp (ITSM Academy, Inc. )
 Post-Conference Training
 
Sessions on Friday, September 12
Time Session Number Session Track
8:00 AM - 5:00 PM 426 How to Create a Service Catalog According to ITIL Best Practices
Gary Case (Pink Elephant)
 Post-Conference Training
8:00 AM - 5:00 PM 427 Root Cause Analysis -- A Practical Approach
Adriaan van de Rijken (Plexent)
 Post-Conference Training
8:00 AM - 5:00 PM 423 ISO/IEC 20000 Foundation Course
Donna Knapp (ITSM Academy, Inc. )
 Post-Conference Training