Conference Registration and Continental Buffet
IT Service and Service Cost Modeling Workshop (4 hours)
IT Service Management (ITSM) Frameworks such as ITIL v3 treat IT Service Financial Management as a significant process domain as part of the Service Delivery (V2) and Service Design (V3) of the Service Life Cycle Phases. As IT Services are conceptualized, modeled and architected/designed – the same output of these activities (Service Modeling and Service Design) can play an important role in developing Service Cost Models, Service Cost Estimation, Budgeting and Costing of Services. ITSM professionals need to work collaboratively with financial management both internal to the firm and IT department as well as external to the firm. This workshop discusses some of the Service Models and their impact on Service Cost Models as well as Service modeling techniques and IT Service Cost Models. Examples of simple and complex IT Services are also discussed for illustration purposes. The workshop covers:
• Introduction to IT Service Management
• Service Classes and Service Models
• Service Models and Service Cost Models
• Service Budgeting and Service Cost Estimation
• Service Pricing and Chargeback
• IT Financial Services
Planning and Executing a Usage-Based Chargeback Project from Concept to Sustenance Seminar (4 hours)
What is the real usage and cost of IT investments enterprise-wide? How should infrastructure costs be allocated across business units, locations, applications, and external clients based on usage? This seminar will guide attendees through the three phases of a chargeback project via the facilitator's experience managing projects across several organizations. Learn to make more informed decisions regarding use and cost of resources. Gain greater insight into your IT organization's infrastructure costs and usage. Learn how to instill business unit accountability. The seminar will cover:
Buffet Lunch (Not available to family/guests)
Driving IT Service Management with Activity-Based Analyses Seminar (3 hours)
Customers are demanding more and more from today’s IT organizations. They want high quality services, rapid response rates, on-time deliveries, no outages or down-times and technologies that keep pace with the competition. And, of course, they want low costs. How do you handle such challenges and communicate the true value of IT’s products, services and associated costs? One proven technique is through the improved use of service management techniques, i.e., running IT like a business. So what does this entail and what are some of the best practice approaches for implementing service management that really work, plus doesn’t break the IT bank. Luckily, many of the best practices for service management are closely coupled with activity based analyses and scorecards. By following simple, easy-to-use techniques and lessons learned, you can begin implementing service management within weeks. This seminar uses case study examples and lessons learned to provide a "back to basics" process for implementing service management fundamentals through the use of activity analyses and scorecards. It also provides you the "how to" steps necessary for rapid and efficient implementation. Specific topic areas include:
• The basics of service management: developing value, process and cost analysis, customer communication, SLA’s and service catalogues, metrics and scorecards, staffing and training plans
• Activity analysis as the best practice and common sense approach for operational data and metrics
• Developing ABC/M and scorecard data in a single week
• Integrating process improvement with service management and metrics
• Improving ITIL through the use of ABC/M
• Pros and cons of SLA and chargeback approaches
• The simple approach to incorporate lessons learned
• Implementing a performance management system
In addition, each participant will also be sent a complimentary fully-functional version of BAE Systems easy-to-use FastTrack ABC software package – the quickest ABC solution on the market.
IT Service Economics…Enhancing the Value Proposition Workshop (3 hours)
Have your IT service customers questioned your business value? Learn how to answer the "value” question with the implementation of IT service economic solutions. These include:
• Developing a market-based "Service Catalog/Portfolio” that your customers can relate to and using Service Level Agreements to establish prices and other performance expectations
• Understanding the volume demands and unit cost (cost efficiency) of providing services to your customers and how to manage/affect service unit costs through delivery process improvements
• Having the ability to chargeback/bill/assign IT service costs to your customers based on a consumption model (customers pay for what they use) based on the volume of service that they consume at the appropriate price (quantity x price)
• Implementing a driver-based forecasting/budgeting solution to determine ongoing future economic indicators
Current Issues for IT Financial Management Seminar (3 hours)
This seminar addresses some of the most current topics of interest among IT financial managers and specialists in chargeback, asset management and expense management. The results of recent ITG research on these subjects are presented.
Pre-Dinner Social Hour
After-Dinner Social Hour
Conference Registration and
Virtualization and You: Financial Management Issues and Solutions Seminar (4 hours)
Virtualization seems to be the next big concept of the 21st century. Google the word "Virtualization” and you will get almost 2 million hits! Every day more and more companies are converting to virtualized environments. Before you are tasked with implementing virtualization, you may want some knowledge of just what is virtualization and how it will impact you. This seminar will cover everything from what is virtualization and why it is important to your business, to how to perform Chargeback in the virtualized world, to how virtualization can pave the way to the optimized data center. We will start with the fundamentals of the virtualized environment. We will discuss the basics of virtualization and how the practice will impact your environment. Some of the questions addressed include: What is virtualization? Where did it come from? Why should you embrace virtualization? Is it possible to still perform Chargeback in a virtualized environment?
Virtualization offers many benefits to the Enterprise but the maxim is "You can’t manage what you can’t measure”, but you can’t measure what you can’t see. By definition, virtual environments are constantly changing to respond to resource demand. Servers come and go and allocated resource are continually adjusted. Where can you go to get the information required to measure and charge for these environments? We will explore several data sources which can be used to clear the view of the virtualized world.
Virtualization represents a step towards a larger strategy – cost reduction, energy efficiencies, flexibility, services management, a Services Oriented Architecture… Determining your IT goals and developing a strategy prior to implementing is critical to deriving the key benefits of virtualization. What are the key questions you should ask and how should you identify the answers?
The Impact and Opportunity of Compliance and Governance Seminar (4 hours)
The ever growing dependence of the business on IT to deliver solutions is mandating the transparency of the IT organization in terms of deliverables and the manner that resources, financial people and time are spent to deliver "value” to be balanced with the changing business dynamics’ and managed with the compliance requirements that vary geographical boundaries and markets. Compliance and governance are being used by IT to support the introduction of Service Based Costing. The implementation of compliance programs have provided many CIOs with the opportunity to embark on programs to simplify and unify their environment and manage priorities to business deliverables and commence the move from a Cost Center to a Business Partner. This seminar will discuss the use of compliance and IT governance to enhance the ability of IT to align with the Business to drive business value.
Buffet Lunch (Not available to family/guests)
Integrated Service Financial Management for Operational Managers Workshop (3 hours)
This executive tutorial will deliver a practical guide to incorporating financially commercial management processes into the service management structure of the IT group. It will take you through the best practices in building a robust model to determine true cost of services delivered and show you how to equitably relate those costs to the end-user. It will focus on the use of the methodology to derive performance metrics and market comparative data, both of which form key information required by CIOs. The workshop will cover:
• Building strong and commercially understandable budget submissions linked to demand for services
• Developing IT costing and pricing strategies to best suit the organization
• A low maintenance approach to Activity Based Costing/Budgeting
• Building activity catalogues (what IT does) and service catalogues (what IT delivers) with the activity atalogue being central for costing, performance metrics and time sheet systems
• Understanding and managing the effort required for a successful implementation and ongoing management of a commercial approach to financial management of the IT function
• ITIL: working with good service financial management (pricing your Service Catalogue, applying a financial profile to your CMDB, and more)
• The role of service pricing in project ROI, KPIs for IT group performance, governance process assessments and as a common language between IT and the end-user
• Incorporating specialized IT software tools into the budget and financial management processes (ClearCost, SAS vs. bespoke Excel/Access)
Best practice dictates that IT financial management, including costing, pricing and chargeback, must be seen as a service management function and not just a job for finance. With this knowledge, steps can be taken to manage unit cost and prices, while maintaining high quality. This adds great economic value to your customers and the entire corporation. This workshop will be structured to provide you with the knowledge to begin developing a very effective costing, pricing, and planning infrastructure for your IT organization. Not only will you get advice and case study examples from this workshop, but you will have the opportunity to gain knowledge that will enable you to begin an implementation. The speaker's workshops are always very interactive, so come ready to discuss, learn and develop effective cost management solutions for improving your service delivery.
Prices – The Key to Getting the Full Benefits of Your Service Catalog Workshop (3 hours)
For some organizations, developing a service catalog means running IT in a more business-like manner. To others it's applying best practices as a part of ITIL. This workshop is an in-depth exploration of the two toughest challenges in developing a service catalog – challenges where financial managers have a central role and have the potential to make significant contributions to the success of the organization. The first challenge is defining IT products and services with the right clarity and granularity to reflect meaningful "purchase" decisions by clients. Purchase decisions can be understood as a priority-setting process, and so are critical to business alignment. Choosing an appropriate level of granularity has important implications. For example, clients may vie for the "best" people to work on their projects if higher quality is not priced differentially. On the other hand, too much detail may confuse clients and drive up administrative costs. The second challenge is attaching prices to each and every product and service in the catalog – prices that reflect their full cost to shareholders, including all indirect costs. This workshop explores why activity-based methods need to be used and how they can be implemented. Without the transparency and accuracy of an activity-based approach, the organization is vulnerable to the accusation that it's overcharging some clients to subsidize others. Those products that are overpriced will appear uncompetitive, inappropriately inviting outsourcing and decentralization. Conversely, when other products are under-priced, the corporation will tend to buy more than is economically wise and waste money on poor investments. If you don't get the prices right, you're forgoing the most powerful benefits that a service catalog has to offer: demand management, optimal resource allocation, and strategic alignment.
Benefits of IT Usage Metering: Increased Accountability and Asset Efficiency Workshop (3 hours)
This workshop will discuss five business cases on how organizations benefit in introducing IT usage metrics into their environment. They are all global organizations that are partly operated and supported by virtualized environments, but where the business units want to plan, budget and pay according to usage-based activities. The five key business cases that will be highlighted and are enabled by usage metering are the following:
• Reduce Risk – how to ask for more flexibility in your software license agreements so you can stay compliant
• Reduce Cost – how to consolidate, standardize and globalize, only to buy what you really need
• Introduce Accountability – how can chargeback give you the transparency you need for good communication between IT and the business units
• Increase Services and Performance – How to improve asset and user efficiencies
• Support Business Process Improvements – How to analyze skill and workflow patterns and document best practices
This workshop will focus on real case studies. There will also be two group exercises to give you insights into how your peers are collecting usage information and what processes/projects they are supporting.
Pre-Dinner Social Hour
After-Dinner Social Hour