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IT SERVICE EXCELLENCE CONFERENCE
SEC2005
IN INDIA
Bangalore - January 31, 2005
di xide com
software
Official Portal
1st International Conference on
I T S e r v i c e E x c e l l e n c e
Media Partners
Supported by
Bes t P rac t i ce s i n Ac t i on
“ D o e s y o u r I T D e l i v e r V a l u e ? ”
The IT Service Excellence Conference (itSEC 2005) organized by QAI comes to India for the first time. The focus of the Conference 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 Excellence, ITIL and BS 15000.
M E S S A G E S
The British Computer Society (BCS) has for some time felt the need for a substantial change in both the perception and the reality of professionalism within the IT profession. We are at the forefront of driving the worldwide change towards IT professionalism using the internationally recognized Information Systems Examination Board (ISEB) qualifications.
The launch in India of the ISEB IT Service Management qualifications based on ITIL , is particularly key to any service provider in India whose strategic plans including working in the European and International marketplace.
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Graham E Morris, International Sales Manager, BCS
+ Graham E Morris,
+ Bithin Talukdar,
+ Adam Grummit,
+ John Groom,
+ Adrian Leach,
+ Pankaja Acharya,
+ Sunil Mehta,
BCS
HP
Metron Technology
ex-OGC, UK
Parity
QAI India
Quint Wellington Redwood India
Aidan Lawes, CEO, IT Service Management Forum (itSMF)
It is my proud privilege to welcome you to yet another leadership initiative from QAI - itSEC 2005, being held in India for the first time. As in the past, it has been our endeavour to create forums for creative and motivated professionals to interact with thought leaders and cutting-edge practitioners and imbibe best practices.
We are grateful to the itSMF and the BCS for having partnered with us to shape this conference and promote professionalism, standards and the use of Best Practices in the area of IT Service Management in India
Dhiraj Lal, Vice President, QAI India Limited
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ITIL provides comprehensive "best practice" guidelines on all aspects of "end-to-end" IT Service Management and outsourced services. These guidelines are spread across 10 key areas such as Service Level Management, Financial Management, IT Service Continuity Management, and Availability Management. The implementation of will facilitate high quality delivery of IT Services, while minimizing investment and maximizing ROI.
®About ITIL®
® ITIL
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BS 15000 is the worlds first formal standard for IT Service Management, published by the British Standards Institution. BS 15000 is supported by
® ITIL and addresses IT Service Management processes and the supporting management systems.
So far, only 10 companies worldwide have been certified as BS15000 compliant - including Wipro (Case Study presentation at itSEC 2005) and HP Globalsoft.
About BS 15000
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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 taken from the internet.
‘Service Management, Programme Management and Project Management - Why integrate?'Adrian has 36 years of industry experience and has trained more than
®1300 people through the ITIL Foundation and Practitioner level courses, and more than 500 for Manager/Master level. He has consulted on key aspects of the IS Life cycle including Business, IT and Service Planning Strategy, Integration and Transition Management of IT Applications.
ADRIAN LEACHParity, UK
DHIRAJ LALQAI India
‘ I T Se rv i ce Exce l l ence and Bus ines s Continuity/Disasater Recovery Best Practices’
Dhiraj Lal has more than 17 years experience, largely in Banking and Business Process Outsourcing. His experience is diverse and covers both Line and Staff functions - Audit, Risk, Quality, Control, Operations, Sales, and Profit Centre Mgt. He is a Certified Information Systems Auditor and a Certified Business Continuity Planner, associated with DRI Asia.
R. SRINIVASANWipro Technologies
‘The Journey to BS 15000 Certification’R. Srinivasan heads the Global Command Center (GCC) and Europe Service Delivery for Wipro Technologies and played a key role in ensuring that Wipro’s GCC was amongst the first in the world to be awarded the BS 15000 Certification.
GAUTAM K RAOGE Global Research
‘Driving Improved Global IT Service Delivery with ITIL and Six Sigma Rigor’Gautam is currently with John F Welch Technology Center, Bangalore, part of GE Global Research. In his Six Sigma Black Belt role, he drives technology implementation to deliver ITSM process improvements. He has 8 yrs of experience & was one of the first two Indians to be certified as ITIL Service Manager.
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‘BS15000 How it can help your Business’John is an internationally acclaimed expert and BS 15000 consultant, a key contributor to the development of BS 15000 Standards and Certification Scheme as OGC’s representative in the BS 15000 Development Board.
JOHN GROOMex-OGC, UK
Program & Details
Source: www.BS15000certification.com
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Join the select global group of BS 15000 Certified Leaders!! Wipro Technologies Global Command Centre
! Hewlett-Packard GlobalSoft Ltd
! CSC Computer Sciences Ltd
! Exel plc
! SAIC Ltd
! Siemens Business Services GmbH & Co
! Securicor Justice Services Ltd! Unlisted Certifications (2 organizations)
AIDAN LAWESitSMF, UK
‘The itSMF - Architecting the Future’Aidan has over 25 years of experience as a consultant/trainer. He has been actively involved with the Service Management discipline for the past 13 years. He has contributed to many of the publications in ITIL and other ITSM publications, is one of the architects of and chairs the committee developing the formal certification scheme for BS15000.
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K E Y S P E A K E R S
For more details, visit www.qaiasia.com
Delivering IT Service Excellence
Also, other presentations by leading names like Infosys, Tata Technologies and others...
M.V. SARMACSC India
‘Managing IT Challenges Under Conflicting Mandates’M V Sarma has more than 15 years of experience in IT Service Management, Six Sigma, ISO, ITIL , BS 15000 & PCMM. He is currently responsible for Global Infrastructure Services at CSC India.
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A L S O
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Karthis S. Rajan,
!
S. Chandramouli,
Sonali Akhave, Samir Sardal,
!
Malarselvan Tamilmani,
!
Adarsh Kumar,
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M. Mayavannan,
!
Tharun Kumar,
!
Sudipto Marjit,
Case Study on IT Infrastructure Management Process Improvement through Six Sigma
IT Service Management - GLBA -SAS 70 Framework
! 7 Stride Implementation Approach for IT Service Management
Service Desk Tools - Comparison and Recommendation
Auto Discovery - Key Component of Change and Configuration Strategy v0.4
®ITIL Process Implementation - A Perspective
ITIL based Knowledge Management
Implementation of Balanced Score for Excellence in Project Management
and others...
Microland
Birlasoft
Patni Compuer Systems
TCS
Infosys
TCS
ICICI Onesource
Tata Technologies
QAIDirect all queries (by mail, fax or e-mail) to: The Conference Manager, QAI India Limited
IndiaBangalorePhone: +91-80-25506386, 25506387 Fax: +91-80-25506431DelhiPhone: +91-11-26219792, 26220580Fax: [email protected]
ChinaShanghaiPhone/Fax: [email protected]
SingaporePhone: +65-6225-8139Fax: [email protected]
MalaysiaPhone: + 603 2169 6241, + 603 2169 6246 Fax: + 603 2169 [email protected]
ABOUT BCSABOUT 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 ITSMFABOUT ITSMFThe IT Service Management Forum (itSMF) is the only internationally recognized and independent organization dedicated to IT Service Management. It is a not-for-profit organization, wholly owned, and principally operated, by its members.
The itSMF is a major influencer and contributor to industry “best practice”, working in partnership with a wide range of governmental and standards bodies worldwide. Formed in the UK in 1991, itSMF now has chapters in 27 nations.
FEE DETAILS** (ORDER FORM ENCLOSED)FEE DETAILS** (ORDER FORM ENCLOSED)
CONFERENCE Rs. 24,000*
WORKSHOPSAccredited ITIL Foundation Course:- Rs. 30,000 + 10.20% Service TaxIntroduction to BS 15000:- Rs. 6,500 + 10.20% Service Tax
Per Delegate: Rs. 7,500 (US$ 200), Defense, Government, PSU & Educational Institutes: Rs. 6,000 (US$ 175)*Discount for CSI members: 5%**Only one discount scheme is applicable at one time
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Task Force of Four:
** For details and updates about the Conference, Workshop, Venue, Registration, Fee and special packages,please visit www.qaiasia.com and click on the itSEC 2005 section or e-mail [email protected]
Knowledge-packed sessions that cover critical and topical issues related to IT Service Management
Insights from industry leaders and practitioners
Best practices shared by leading companies from India and abroad
Networking opportunities with industry experts, practitioners, and solutions providers
H I G H L I G H T S
VENUE DETAILSVENUE DETAILS
CONFERENCE VENUE: Windsor Manor, The ITC Hotel Windsor Sheraton & Towers, Windsor Square, No 25, Golf Course Road, Bangalore- 560052, INDIA
WORKSHOP VENUE :
Hotel The Leela Palace Shyni S. 91 80 25506386, 25506387 Hotel Le MerIdian Mira Walia 91 11 26219792, 26220580
BANGALORE DELHI
Contact PhoneContact Phone
ABOUT QAI INDIAABOUT QAI INDIA
One of the world's premier knowledge corporations addressing the area of
Operational Excellence. We focus on the triad of People, Process, and Technology for
achieving breakthrough performance in IT and IT-enabled, knowledge-intensive organizations
through multifaceted interventions. For details, visit www.qaiasia.com.
A select group of CEO’s, CIO’s and Business Heads will be invited to join an exclusive interactive session by Aidan Lawes, CEO, itSMF on January 31, 2005.
(*Only by invitation)
O V E R C O C K T A I L S
A N E V E N I N G W I T H A I D A N L A W E S *
PROGRAM* AT A GLANCE
*Subject to change
Registration & Seating
Welcome Address by Navyug Mohnot, CEO, QAI
Keynote Address by Aidan Lawes, CEO, itSMF UK-The itSMF - Architecting the Future
TEA/COFFEE NETWORKING BREAK
7 Stride Implementation Approach for ITIL Service Management- PCS
® Service Level Management Process- QAI India
ITSM - GLBA -SAS 70 Framework- Birlasoft
ITIL & CMMI Complementary or Conflicting? - QAI MEA
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Implementation of Balanced Scorecard for IT Project Mgmt Excellence- Tata Technologies
ITIL based Knowledge Management- ICICI Onesource
®ITIL Process Implementation - a Perspective- TCS
® Management of IT Security- MBT
LUNCH
Address by John Groom-BS 15000-How it Can Help Your Business
Address by R.Srinivasan, WIPRO Technologies-The Journey to BS 15000 Certification-First Past the Post
TEA/COFFEE NETWORKING BREAK
Address by M.V. Sarma, CSC India-Managing IT Challenges Under Conflicting Mandates
Address by Gautam Rao, GE John Welch Center-Driving Improved Global IT Service Delivery with
ITIL and Six Sigma Rigour®
Vote of Thanks
An Evening with Aidan Lawes, CEO, itSMF (Only by invitation)
0080–0845
0845-0900
0900-0945
0945-1025
1025-1105
1105-1135
1720-1730
1300-1400
Address by Adrian Leach, Parity, UK - Service Management, Programme Management and Project Management-Why Integrate?
IT Infrastructure Management Process Improvement through Six Sigma-Microland
Service Desk Tools - Comparison & Recommendation- TCS
Auto Discovery-Key Component of Change & Configuration Strategy v0.4- Infosys
Professionalism in ITSM- BCS
Address by Dhiraj Lal, QAI India & Associate, DRI Asia-IT Service Excellence and BC/DR Best Practices
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