I am thrilled to announce that ITSM Academy has been selected to deliver multiple educational sessions at the itSMF Fusion 2010 conference. While the unfortunate flooding in Nashville necessitated a venue change to Louisville, KY, the program and conference dates (September 18-22) are the same.
Donna Knapp will be delivering FROM HELP DESK TO SERVICE DESK: USING ITIL® BEST PRACTICES as pre-conference training course on Saturday, September 18 and Sunday September 19. This highly interactive course is designed to assist organizations in evolving from a Help Desk into a true best practice Service Desk. Donna Knapp has over twenty five years experience in the IT industry and is the author of two college textbooks on Service Desk and Customer Service best practices.
On Sunday, September 19, from 12:30 to 2:30, Michael Cardinal will be leading a free pre-conference workshop, PUTTING THE PRO IN PROCESS DESIGN. This session describes techniques for developing, reengineering and improving processes, while managing the associated culture change. Attendees will also learn how to build a "custom framework" by drawing on guidance from multiple ITSM frameworks and standards such as ITIL, ISO/IEC 20000, MOF, Six Sigma and Cobit. In addition to being a Certified Process Design Engineer (CPDE) instructor, Mike has over 10 years of practical ITSM experience.
On Monday, September, 20th at 10:00 am, I will present on the tricky topic of ROCK N' ROLES, RESPONSIBILITIES AND RESOURCES. Regardless of size, budget or structure, many organizations struggle with fitting and managing the numerous ITSM roles and responsibilities within their current environment. While there is no one-size-fits-all solution, I will provide practical guidance and explore different types of scenarios and models. This session will be highly interactive with lots of audience participation.
Fusion 2010 in Louisville promises to be the best itSMF conference yet. To learn more and register, go to www.itsmfusion.com. See you there!
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