Beyond Service Desk - Compliance and Control Automation
How can IT meet audit
requirements efficiently? How can IT avoid
mitigation efforts? Service Desk Implementations are not viewed today
as a source to meet requirement efforts but they can make
the difference between a successful audit and an
unsuccessful one. Learn how InfraDesk addresses IT
Governance issues by automating processes, guaranteeing
proper data is captured and producing accurate reports for
audit.
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Hosts: Vernon Palango, ITSM Practice Manager, InteQ
Dave Lemaire, Director of IT Services, Eastern Mountain Sports
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Vernon Palango Bio:
Vernon Palango is the Practice Principal for ITSM Consulting
and Training at InteQ headquartered in Bedford, MA, where he
leads the Service Management Consulting and Training
Organization. In this role, Vern delivers Advisory consulting to
InteQ customers and is the Course Director for InteQ's
accredited ITIL training curriculum. He has over 25 years of IT
experience as IT Director, Data Center Manager, NSM Consultant
and IT Architect. During his career, Vern has perfected his
expertise in the following areas: ITSM (IT Service Management)
strategies, ITIL processes, NSM (Network and System Management)
solutions, Server and Database Architecture, and IT Automation
development. Over the past several years, he has managed
external customer and IT process consulting engagements
utilizing ITSM/ITIL practices. He is certified as ITIL Service
Manager (IT Master/ITIL Expert) V2/V3 and is certified by the
Information Systems Examination Board (ISEB). His speaking
experience includes delivering Seminars for HDI Chapters
nationwide, HDI 2009 and 2010 Annual Conference, Foundations and
Service Manager Training and delivers webinars and executive
briefings on behalf of InteQ regularly.
Dave Lemaire Bio:
Dave Lemaire is the Director of Information Technology for
Eastern Mountain Sports and is responsible for maintaining PCI
compliance, IT security and overseeing daily system operations
at two data centers and 64 retail locations. In his nine years
with Eastern Mountain Sports, Inc., Mr. Lemaire has recently
implemented I.T.I.L. based ticketing to improve process
standardization and user support and is continually working to
improve internal and external audit processes. He is a Unix
Certified Professional(UCP) ,Microsoft Certified Systems
Engineer (MCSE) and recently earned an AS in Information
Technology.
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The SaaSification of IT Management
Historically, IT organizations have had to contend with
costly and complex IT management systems. During this webinar,
Jeffrey Kaplan will discuss how a new generation of
Software-as-a-Service (SaaS) solutions are helping IT
professionals better manage their operations and support their
organizations. He will also explain how these SaaS solutions are
delivering tangible and measurable business benefits to
organizations of all sizes.
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Host: Jeffrey Kaplan, Managing Director, THINKstrategies
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Bio:
Jeffrey M. Kaplan is the Founder and
Managing Director of THINKstrategies, a strategic consulting
firm that helps IT enterprise decision-makers with their
sourcing strategies; solution providers with their marketing
strategies; and venture firms with their investment strategies.
Jeff is also the founder of the Managed Service Showplace and
Software-as-a-Service (SaaS) Showplace online directories.
Prior to forming THINKstrategies, Jeff served as Vice President
of Marketing and Business Development at InterOPS Management
Solutions, and was Director of Strategic Marketing at
International Network Services (INS) and subsequently Lucent
Technologies, which acquired INS. Jeff also spent thirteen (13)
years as a leading industry analyst at IDC, Dataquest and META
Group.
Jeffrey is a frequent speaker at industry conferences and
contributing columnist for Business Week, Mass High Tech Journal,
Financial Times of London, Network World, Business Communications
Review, ComputerWorld, InformationWeek, Managing Automation, and
the Web Hosting Industry Review on topics ranging from utility
computing to outsourcing strategies.
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Is SaaS the Silver Lining to the Cloud?
Fact: A leading analysts firm predicts 9 out of 10
companies will replace on-premise software with SaaS over the
next year.
Companies today have recognized the growth of
SaaS, but they are still unsure
how to leverage this delivery model within their
own organizations to reach their goals. SVB Financial Group's
Head of IT and CTO, Prashant Nema, shares the considerations for
SaaS for IT Service Management and will provide you with
his own process for evaluating SaaS solutions vs. on-premise and
his experience after the implementation.
In his session, Prashant will share what led
to his tool discovery phase, why SaaS was a
'must' on his list of considerations
from a technical and business/operations and his
process for evaluating SaaS vendors.
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Host: Prashant Nema, Head of IT/CTO, SVB Financial Group
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Bio:
Prashant Nema is the chief technology officer for SVB
Financial Group and has more than 17 years of experience in the
IT industry. He joined SVB in 2005 and has since led the charge
to build and align the IT infrastructure and systems to the
business strategy and goals. As CTO, he is responsible for the
technology assets, infrastructure and architecture of the
company. Nema plays an integral role in the company's strategic
direction, development, and future growth.
Prior to SVB Financial Group Nema worked in a variety of
technology leadership roles overseeing products, consulting and
corporate IT. While at Oracle Corp. he was a product director
responsible for programs in Fusion Middleware product
development, and he was the business systems controller with
British Petroleum in EMEA. Prashant was also a principal
consultant in ERP and SOA technologies.
Nema is a strategist who uses his technology and business acumen
to solve problems and build businesses. At SVB financial group,
Nema is actively responsible for providing technology insight
and market vision to various early stage entrepreneurs and
investors. Nema is computer engineering graduate from India.
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The Anatomy of the New Service Desk
The function of the service desk has evolved from ‘issue
resolver’ to ‘business contributor’ and as a result, changes
need to occur. Eveline Oehrlich will discuss the evolution
of the service desk and what IT organizations need to do in
order to properly elevate the service desk within their
enterprise and how to go about doing so. Learn about
reducing operational expenses, refining processes and
improving customer service. Also, with the increasing
popularity of SaaS within the service desk space, she will
also provide a decision model for software-as-a-service vs.
on-premise that will better prepare you when you need to
make this decision
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Featured Guest: Eveline Oehrlich, Analyst, Forrester Research Inc.
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Bio:
Eveline serves Infrastructure & Operations
professionals. Covering IT systems management, her current
research focuses on the Information Technology Infrastructure
Library (ITIL), the implementation of IT service management from
a holistic or partial perspective, business service management
(BSM), and many other aspects of IT operations.
Eveline delivers strategic
guidance to Forrester's vendor and end user
clients. She helps enterprises to manage their
networks and systems, define key projects
focusing on IT service management, and bridge IT
to the lines of business. Eveline has more than
20 years of experience working with IT
organizations in the definition and development
of the IT service delivery processes and the
implementation of IT service management as a
practice inside enterprise organizations.
Eveline came to Forrester from
Hewlett-Packard. Most recently, she was the director of
competitive intelligence and value delivery chain program
manager in the HP OpenView organization. Prior to her work in HP
Software, she worked as an IT consultant inside HP's IT
organization.
A native of Germany, Eveline has a master's
degree in computer information systems from Colorado State
University.
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