true 4 events@itsmfusa-gla.org 2009-06-24 Mel will speak about the challenges of ITIL adoption from a people perspective and provide some frameworks and approaches to improve organizational acceptance and adoption of new practices. 48 false Robert Half Int'l, 3633 Inland Empire Blvd, Suite 955, Ontario, CA 67 http://itsmfusa.org/gla-lig-meeting-the-challenge-cultural-change Mel Barracliffe 6:00 pm false false false false false false false false false false false false true 6 events@itsmfusa-gla.org 2009-05-11 The 3rd annual day long expo is the premier service management event on the west coast. Industry leading speakers, two separate tracks, two workshops and tier 1 service management suppliers. Network sessions and prizes. Please see the event website www.members.cox.net/excellenceinservicemgt for registration and additional details. 47 false Long Beach Westin 66 http://itsmfusa.org/gla-excellence-in-service-management-conference Industry Leading 8:30 am false false false false false false false false false false false false true 2 president@itsmfusa-gla.org 2009-04-23 IT Organizations are under increasing pressure to reduce costs and increase efficiency. The challenge most organizations face is knowing where to focus. A recent survey conducted by CP shows that few organizations are conducting regular ITSM Assessments, process design is lacking which often leads to poor tool implementations and few organizations have formal IT metrics and IT governance in place. It is our experience that this lack of focus has resulted in significant waste and inefficient allocation of IT resources. This presentation will provide practical techniques in the areas of Assess, Design and Measure. Assess: • The role of baseline and ongoing process assessments • Frameworks for process assessment • Tools and techniques for assessing processes Design: • The importance of Process Design • Technical design in support of ITSM tool implementation • Tools and techniques for designing processes Measure: • Techniques for driving “cost reduction” behaviour • Aligning metrics to your IT compliance requirements • Selecting and defining the right metrics • Using scorecards and dashboards to identify waste • Using Metrics to drive behavior • Tools and techniques for measuring processes The emphasis of this presentation will be on how to apply these techniques quickly and with minimal overhead. The goal is to provide you with the capability to take action before someone takes it for you! 46 false CA Learning Center, 6100 Center Dr, 7th Flr, Los Angeles 65 http://itsmfusa.org/gla-lig-driving-it-cost-reduction-with-application-continual-service-improvement David Mainville, CEO Consultin 6:00 pm false false false false false false false false false false false false true 4 president@itsmfusa-gla.org 2009-03-18 In today’s economic climate, it is more important than ever that scarce IT dollars be invested in work that will yield the highest value for the company. Effective IT governance is vital in planning and rationalizing IT resources. This presentation will help you to understand how you can establish or improve processes that will align your IT shop with business strategy and operations. An emphasis will be placed on developing a pragmatic approach to demand management, tailoring available governance frameworks to meet your needs, and conducting a budget construction or reduction plan without tears. Co-presentation, The 30 Most Common Mistakes Managers Make in an Uncertain Economy. Presented by Jerry Welsh, VP Robert Half International A challenging economy puts every manager’s skills to the test. To help you make the best decisions for your business during this time of uncertainty, Robert Half International is pleased to offer a new complimentary guide, The 30 Most Common Mistakes Managers Make in an Uncertain Economy. The guide is based on extensive workplace research and is designed to help company leaders navigate tough times by outlining 30 common pitfalls and how to avoid them. The information falls into four categories: morale and retention; productivity; innovation and risk-taking; and building business. You’ll learn how to avoid the types of mistakes companies have made during previous recessions so you can build a strong team that can weather any economic storm. 45 false Robert Half Int'l, 13181 Crossroads Parkway North, Suite 110, City of Industry 64 http://itsmfusa.org/gla-lig-event-enabling-it-goverence Kathleen Lindner, CIO Commerce 6:00 pm false false false false false false false false false false false false true 3 Matt Haag, vp-oc@itsmfusa-gla.org 2009-02-18 Mark Galligan, IT Architect at Pacific Life will discuss how to use process improvements in incident and problem management to save IT dollars when it's needed most. The event will be supplemented with a presentation from CompuWare on Saving Money with ITIL. 43 false Experian, 475 Anton Blvd, Costa Mesa 63 http://www.itsmfusa.org/gla-lig-using-incident-and-problem-mgt-improve-opertional-effectiveness-efficiencies Mark Galligan, IT Architect, 6:00 pm false false false false false false false false false false false false true 1 events@itsmfusa-gla.org 2009-01-22 Paul Reilly will discuss lessons learned in what and how to measure and report service level performance. 42 false 8511 Fallbrook Av, West Hills, 91304 62 http://www.itsmfusa.org/gla-slm-measuring-and-reporting-service-levels-paul-reilly-countrywide Paul Reilly, VP, Service Manag 6:00 - 8:00 false false false false false false false false false false false false true 6 events@itsmfusa-gla.org 2008-12-03 The GLA CIO Roundtable and Holiday Gathering will be an event for ITSM professionals to interact with IT executives and participate in an interactive session discussing real world experience of ITSM initiatives. The event will also provide practitioners the opportunity to network with other practitioners in a casual setting. The event being held at the Toyota Vintage Museum in Torrance will provide attendees access to a private auto museum that contains more than 100 vehicles. In addition to being able to interact with IT executives, dinner and a casino night will be on the agenda. Cost for the event will be $15.00. 41 false Toyota Vintage Car Museum, 2076 Artesia Blvd, Torrance 61 http://www.itsmfusa.org/greater-los-angeles-lig-event-530-930pm 5 Industry Executives 6:00 pm false false false false false false false false false false false false true 1 communications@itsmfusa-gla.org 2008-11-13 A complex sale is one that involves more than one buyer in the purchasing decision. Because of the huge number of buyers that must endorse a change as far-reaching as ITIL, leveraging a best practice sales process to understand how to tailor your message to achieve the greatest traction is a core competency for any IT Service Manager. Adam Levine will discuss how to use the Miller-Heiman approach to strategic selling. The best conceived ITIL process implemented with best-in-class tools can miss efficiency and effectiveness objectives without the right organization. It is a key enabler. In this presentation, Gail Garland will discuss organizational change considerations that must accompany any broad change, but particularly taking the ITIL journey. 40 true Omnikron, 6301 Owensmouth, Woodland Hills 60 Adam Levine and Gail Garland 6:00 pm false false false false false false false false false false false false true 3 vp-oc@itsmfusa-gla.org 2008-08-14 Like the ITIL journey, IT service management expertise comes with study, certification, experience, and continuing professional education. Understanding current educational trends, offerings, and certification requirements is important to your success whether you are new to the ITSM profession, beginning the ITIL journey at your company, or an experienced certified ITSM professional seeking to remain current. Kevin Jones is the itSMF GLA-LIG Education Liaison who has been working to promote inclusion of ITIL into university curriculums. Hamid Nouri is an active participant in various local, national, and international forums that are focused on the pursuit of quality and excellence in IT management. Please join us as these two leaders share the focus and results of their efforts to improve our profession. 38 true Experian, 475 Anton Blvd, Costa Mesa, CA 59 Kevin Jones & Hamid Nouri 6:00 PM false false false false false false false false false false false false true 4 vp-sgv@itsmfusa-gla 2008-07-22 Learn how service level management can drive business alignment and increase IT value to the business. 39 true Union Bank @ Harry Volk Center, 1980 Saturn, Monterey Park, CA 91755 Enter Gate 4 58 HP 6:00 pm false false false false false false false false false false false false true 6 events@itsmfusa-gla.org 2008-05-15 The Cruise to Excellence is a 2 day event that is the permier service management event on the west coast. The event will include 6 industry leading speakers and 4 service management related workshp. There will be 23 tier one vendors to meet and discuss your service management needs. 36 false Long Beach Westin 56 http://www.cruisetoexcellence.com Industry Respected 7:30 AM false false false false false false false false false false false false true 3 VP-OC@itsmfusa-gla.org 2008-04-09 Planning and implementing the service desk function is one of the key fundamentals of providing high quality service and demonstrating value to business owners. During this presentation, Mark Galligan from Pacific Life will discuss his experience implementation experience. Kerry Plowman from BMC will share best practices that can be used during the implementation. 34 true Pacific Life, 700 Newport Center Drive, Newport Beach 55 Mark Galligan, Pacific Life 6:00 pm false false false false false false false false false false false false true 4 VP-SGV@itsmfusa-gla.org 2008-04-03 The implementation of ERP affords the opportunity to integrate ITIL processes. So Cal Edison offers a unique perspective in adopting this framework within SAP. During this session you will learn how to approach the integration of ITIL processes into ERP to best fit your organization’s strategic objectives. 35 true So Cal Edison, Walnut Grove Avenue, Rosemead, CA, 91770 54 Al Ledesma, So Cal Edison 6:00 pm false false false false false false false false false false false false true 2 vp-la@itsmfusa-gla.org 2008-03-12 You've read the books, now how do I implement? This presentation uses 4 case studies to understand the reasons to use ITIL, challenges and successes. 33 true CA, 6100 Center Dr, Suite 700, Los Angeles 53 Greg Charles, PhD 6:00 PM false false false false false false false false false false false false true 4 Mary.george@uboc.com 2008-02-27 One of the toughest parts of an IT Service Management implementation is gaining cultural acceptance. During this session you'll learn how to use metrics, rewards and goal setting techniques to make your implementation a success. 32 true Union Bank, 1980 Saturn, Monterey Park 52 Morgan J Langley, CA 6:00 pm false false false false false false false false false false false false