Home Register Now Registration by Fax Mastermind Keynotes Agenda & Programs Daily Agenda Tutorials One-on-Ones Hotel & Travel ITxpo Brochure (PDF) Cannes, France 4-7 November 2002 Sydney, Australia 12-15 November 2002 Florence, Italy 10-12 March 2003 San Diego, CA, USA 23-27 March 2003 Orlando, FL, USA 19-24 October 2003 Past Symposium/ITxpo Tokyo, Japan 23-25 October 2002 Orlando, FL, USA 6-11 October 2002 Johannesburg, South Africa 4-7 August 2002 San Diego, CA, USA 29 April - 2 May 2002 Florence, Italy 8-10 April 2002

	Service Delivery After all the strategies and projects are in place, real business value only comes if the IT assets are installed and operated reliably, securely, and efficiently. Critical challenges confront you in the areas of service delivery, security, business continuity, and systems and asset management. Gartner analysts will step you through the latest techniques to succeed in these areas. You will also be able to hear real-world advice on how to handle external service providers, negotiate license fees with vendors and contain your IT costs so you can deliver more with less. View Exhibitors for this Track Who will benefit:  IT managers, project managers, network managers, security managers, support managers and technical staff responsible for the reliable, secure and efficient delivery of IT operations and services, and staff from vendors providing operations, solutions and services. Lead Presentation: Enterprise Management Scenario: Managing the IT Infrastructure as a Business 13:45  - 14:45    12 November 2002 John Roberts    This presentation builds on Gartner's ground-breaking research in internal service management, providing reality-based processes and tactics for transforming IT into a credible, customer and service centric business partner. We provide strategic advice on how to deliver enterprise management as a business service. What are the impediments to delivering IT operations and support as a business service? How to define, sell and manage a true service portfolio. Which vendors, products and technologies enable business aligned enterprise management? IT Asset Management (ITAM): Coming of Age 16:30  - 17:30    12 November 2002 Jack Heine    IT asset management is now heralded as a strategic weapon by many senior managers. By 2010, IT spending is expected to reach 50 percent of the total corporate capital budget. As the value and accountability for IT assets rises to strategic priority lists of many enterprises, so does the need for industry-accepted best practices for dealing with those assets. This presentation explores the strategic side of ITAM. What are the strategic benefits associated with IT asset management? How will worker mobility affect asset management policies? What four key factors spell success for IT Asset Management programs? What Can Enterprises Expect from Network Services Providers (NSPs)? 16:30  - 17:30    12 November 2002 Andrew Chetham    The flurry of telecom competition that emerged in the late 1990s has now faded by the wayside. Enterprises are looking for help in building increasingly complex infrastructures. Will the remaining incumbent NSPs be able to step up to these requirements? Through 2007, what services will enterprises require from their NSPs? Through 2007, which NSPs can be considered strategic? How will global service providers respond to the demands for international services? Managing Nightmare Contracts 8:30  - 9:30    13 November 2002 Jack Heine    Many contracts, though negotiated with high expectations, end up being long-term nightmares. This presentation identifies several effective tactics that can be used to get supplier performance back-on-track, and change the environment from confrontation to cooperation. Where do opportunities lie to improve contractor/vendor communications and performance? What opportunities are there to improve the financial aspects of the contract? What guidelines should contract managers follow to address problems with system integration? e-Learning & Collaboration Scenario: Leverage Your Infrastructure 8:30  - 9:30    13 November 2002 Steve Bittinger    e-Learning programs are emerging as a key catalyst in enabling enterprises to transform themselves – and go after new markets. Harnessed well, e-learning programs can assist with knowledge transfer in numerous areas, from product launch to call centers, to basic office or IT skills. How can e-Learning help drive rapid organisational change? How will e-Learning technology architectures evolve? What are the effective e-Learning implementation strategies that can enable successful deployment to employees, partners, and customers? The Methods and Mechanics of Managing Mobile Users 10:00  - 11:00    13 November 2002 Ray Paquet    Intimidated by the flood of mobile products and services in your company? This session is designed for anyone planning, implementing or managing mobile technologies in their company. Take control now before it is too late! Learn about the methods and tools for managing remote and mobile users. How will mobile, wireless and remote management requirements evolve through 2007? What are best practices for maintaining device security? How will vendors survive a crowded market with constantly changing devices? Services & Sourcing Scenario 10:00  - 11:00    13 November 2002 Ian Marriott    Both enterprises and service providers are challenged by major market changes. In this presentation we assess the "Services and Sourcing" outlook, and the implications for organisations and their service providers. What are the current trends and sourcing models for understanding IT Infrastructure outsourcing? How will different contracting models influence profitability and what are best practices to ensure a win/win relationship? How can organisations effectively manage their service providers to continue to achieve the business goals of the enterprise? The IT Process War: It's Not My Problem 13:30  - 14:30    13 November 2002 Ray Paquet    This session explores the barriers between IT departments that limit the success of the problem management process. We provide advice on a more integrated approach. What are the challenges in achieving integrated problem management? How integrated technologies and processes enable end to end problem management? How does the IS organisation set achievable objectives and make use of the problem solving talents of existing staff? Total Cost of Ownership (TCO) Scenario: Aligning Your TCO to Match Your Mission 15:00  - 16:00    13 November 2002 Mike Lafford    TCO is a tool used by vendors, users and analysts to assess, justify and manage investments in IT. But where will TCO go from here? We explore the future of TCO based on the trends in our IT scenario. What is our TCO composition? Does it match our mission to our end users? How can I make adjustments to properly align my spending to match my mission? IT Services: A Manifesto for Users and Providers 15:00  - 16:00    13 November 2002 Rolf Jester    Using the latest local research from Gartner Dataquest, we present the dynamics of the APAC IT services business, forecasts, and provider market shares. We issue a “manifesto” for users and providers of IT services. Who are the major providers of IT services in Asia/Pacific and what do they provide? What are the trends in the APAC IT Services marketplace, who is gaining market share and why? What must both sides of the industry do to add genuine business value through effective IT services engagements? Best Practices and Trends in Business Continuity Planning 17:30  - 18:30    13 November 2002 Michele Caminos   Ian Bertram   Rolf Jester   Phil Sargeant We present best practices and trends in business continuity planning, including impact and investment since the September 11, 2001 terrorist attacks. How will enterprises mitigate risks of business process downtime? Which tools, technologies and processes will enterprises employ to protect critical applications and business processes? How should an appropriate provider be selected? Creating the Security-Aware Enterprise (GartnerG2) 17:30  - 18:30    13 November 2002 Rich Mogull    Security awareness requires executive and board-level attention. Dramatically enhance corporate privacy and security efforts by creating the corporate equivalent of a neighborhood watch. How can the board of directors and executive management develop a security aware culture? What are the most effective and efficient security education programs? What is the role of the chief information security officer? Information Security Strategies Scenario: Protecting Corporate Assets 9:00  - 10:00    14 November 2002 Rich Mogull    Enterprises face a constant program of security process and procedures, education and training, cultural changes, risk assessments, audits and validation. The bottom line is that there are no simple answers for enterprise security. How do new technologies disrupt existing security structures and introduce new vulnerabilities? What new business directives require improved information security? Which information security technical and business standards are ready for prime time, and which should be abandoned? Information Security in Asia/Pacific 10:30  - 11:30    14 November 2002 Steve Bittinger    Gartner recently conducted a survey of more than 1000 enterprises across 10 countries in the Asia Pacific region to better understand enterprise requirements and priorities relating to information security. We present the results and provide recommendations. What is the level of maturity of Information Security management across Asia Pacific? What are the distinct patterns in information security behaviour by country and vertical industry? What steps should enterprises take to effectively manage their security requirements? Setting Priorities for IT Investments 14:00  - 15:00    14 November 2002 Jose Ruggero    In a world of too many projects and not enough resources, this session describes how business and technology executives can make decisions about which IT initiatives to fund, which to delay, and which to discard. What investment criteria should be used for assessing investment proposals? How can technology planners identify the technologies that will generate maximum benefit? What benefits can you expect from using portfolio management techniques? Maximising Your Most Important IT Investment — Your People 15:30  - 16:30    14 November 2002 Simon Hayward    IT leaders know that the performance and resilience of their people drive the credibility and success of their organisation. Gain knowledge of the “best practices” for recruiting and retaining the best IT employees. How do you create a compelling value proposition to retain the best and brightest? What factors will drive the selection, development and sourcing of people? How can you link competencies to all your HR applications? Seven Simple Steps to a Better IT Bottom Line 17:00  - 18:00    14 November 2002 Jose Ruggero     IS Organisations lose credibility if they do not have a grasp of the financial side of IT. This presentation will explore how organisations can use peer comparisons, spending metrics and chargeback systems to get a better handle on their bottom line. How can IS organisations determine the real cost of their services? How can IS organisations recover these costs? Measuring Success in IT Service Management 17:00  - 18:00    14 November 2002 Ray Paquet    IT service reliability, effectiveness and flexibility are critical capabilities for the IS organisation. We provide strategies that enable the IT service desk to respond to the changing needs of the enterprise while managing costs. What are the most critical management practices and processes for evolving the role of the IT service desk within the IS organisation? Which service desk vendors, products and technologies enable service management capability to the IS organisation? How do IT service desks balance costs and quality of service? Gartner Predicts: The Future of IT Management 8:30  - 9:30    15 November 2002 Andy Kyte    The continuing integration of IT as a critical component of the enterprise will require greater involvement and responsibility for IT decision making on the part of the business. This will redefine roles, responsibilities and the relationship between business and IT management. This presentation will integrate research from several management-related areas to provide a cohesive vision of the future of IT management and steps that IS organisations can take today to prepare both IT management and business leaders for this change. What are Gartner's Top Ten predictions for IT management through 2007? How can enterprises best prepare for the major changes in IT management in 2007? Operations Panel 10:00  - 11:00    15 November 2002 John Roberts   Jack Heine   Ian Marriott   Ray Paquet    This panel provides an overview of track specific issues collected from delegates over three days of Symposium and an action plan to take away. Moderator John Roberts will be joined on stage by Jack Heine, Ian Marriott and Ray Paquet to debate the findings and discuss an action plan for Service Delivery.

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