Click more below for descriptions of the LIG offices.

Overview of itSMF Officers Responsibilities

President

• Terence Okus will deliver a foundations seminar focused on ITIL V3 Service Portfolio Management and Service Catalog management.

Terence Okus is an ITIL V3 Expert, V2 Practitioner as well as an accredited ITIL Instructor.  He is a Partner in TakeAway Knowledge Consulting Services, LLC, an IT Governance and IT Service Management training and advisory practice.  Prior to TakeAway, Terence was a Managing Consultant with IBM Global Services which had him conducting IT Governance and IT Service Management assessments, developing strategies for IT Service Management  transformation initiatives and developing tactical plans for the development of  Infrastructure management processes.

• Elissa Wiley, Laura Amos and Michelle Paxton of Raymond James & Associates will deliver a presentation on Request Management at Raymond James. How they went from proof of concept to eventual implementation.

Elissa B. Wiley is the Work Package Leader for the Service Request Team. Her team is responsible for designing and building the individual Service Catalog Requests and the workflow that drives the requests. Laura Amos is a Project Manager at Raymond James.  Michelle Paxton is a Technology Product Manager at Raymond James.

 

Please RSVP to TampaBay-LIG@itsmf.net to attend the meeting and bring a co-worker!

The meeting will be held at the USF Downtown Center at Channelside (room PAB 107) at 1:00 PM on Thursday, February 19th.  See the Meeting Locations link for a map to the USF Downtown Center. 

Our presenters:

• Jason Malpass and Billy Young from Pinellas County will describe how they have implemented Configuration Management along with Change Management, reducing their Priority 1 Incidents by over 50%.  Hear their challenges, approach, where they are today, and where they’ll be in the future.

• Bill Banks from Integrated Solutions Management will discuss the new Service Management and IT Governance challenges that are created by the introduction of virtualization into IT environments.  This presentation will focus on some of these new management challenges, the impacts of virtualization on the traditional IT service delivery model and specifically Change Management, and recommended activities to move an organization forward to an enhanced service and support model for a virtualized environment. 

The next meeting of the Information Technology Services Management Forum (itSMF) Tampabay Local Interest Group will be held at 1:00 PM, Thursday, December 4, 2008 at The Tampa Club located at 101 E. Kennedy Boulevard, Tampa, Florida 33602. Free parking is available with validation required.

Guess speaker Donna Knapp will discuss and present on the topic of:

Five Proven Strategies for Reducing Costs with IT Service Management

” How’s this for an understatement… it’s been a rough year! IT organizations are under even greater pressure to “do more with less” and to demonstrate a return on every investment they make. There is clear proof of concept that IT service management (ITSM) best practices can help. Join Donna for an optimistic look ahead to the New Year and learn five proven ITSM strategies you can use to reduce costs and maximize your resources. Also learn specific ways you can leverage best practice frameworks and standards such as ITIL, MOF and ISO/IEC 20000 to stretch your budget dollars. Believe it or not, it’s time for New Year’s resolutions and this presentation will help you start your list. “

Guest speaker Donna Knapp brings more than twenty years of background and experience in information systems and technology to the services management arena and holds multiple certifications as ITIL practitioner, consultant, and process design engineer. She is curriculum development manager at ITSM Academy and is a member of the ITIL V3 International Examination Panel.

Donna’s background includes working as a practitioner, consultant, and trainer, and she brings to every engagement her practical experience and knowledge of IT Service Management topics. She is known as an entertaining and informative speaker and is frequently asked to speak on issues relating to successful IT Service Management. Donna’s personal objectives are to creatively promote the processes and best practices required to deliver high quality customer and IT services, and to remain dedicated to life-long learning.

Southbound, I-275 South to Exit-45A (Ashley Drive); continue on Ashley Drive to Jackson Street (about one block after the Kennedy & Ashley intersection). Turn left on Jackson and then Right on Tampa Street to the parking garage driveway. Follow signs for visitor parking, get a parking ticket [bring it with you for validation] and proceed to Level 6 or above and park in any unreserved parking space. Take elevator to Skybridge on Level 3. Walk across Skybridge to Bank of America building. Go to bank of elevators marked 32-42. Take elevator to floor 41, which is the Tampa Club entrance.

Northbound, I-275 North to Exit-44 (Downtown East-West and Ashley Drive; continue on Ashley Drive to Jackson Street (about one block after the Kennedy & Ashley intersection). Turn left on Jackson and then Right on Tampa Street to the parking garage driveway. Follow signs for visitor parking, get a parking ticket [bring it with you for validation] and proceed to Level 6 or above and park in any unreserved parking space. Take elevator to Skybridge on Level 3. Walk across Skybridge to Bank of America building. Go to bank of elevators marked 32-42. Take elevator to floor 41, which is the Tampa Club entrance.

Our goal is to receive 50 (or more!) comments or suggestions from our members so that we can consolidate them and take action on the topics and areas of interest most relevant and important to the membership!  Speak up and be heard (think of it as practice for a certain November election!)!

Please take a few minutes to log a reply to this post* with your comments or suggestions before our deadline of October 15th!

All of the service management processes and practices areas are fair game (Incident Management, Problem Management, Service Level Management, Availability Management, Service Continuity, etc.) whatever YOU find most relevant and important to you as you ‘drive’ the service management practices forward in your organization.

We look forward to hearing from you and thanks in advance for sharing your ideas with us and supporting your LIG!

* You must login to the Website in order to be able to post comments. Click on “Login” in the bottom right-hand Admin menu, or, if necessary, click on “Register” in the Admin menu to create a login first.

Change Management: Practical Advice on Implementation

Guest Speaker: Vicky Luttrell

Thursday, August 14, 2008 - 2:00PM to 5:00PM EDT

Baycare Health System

17757 US Hwy 19 - Suite 500,Training Room 1A

Clearwater, FL   33764

Vicky Luttrell, Manager, IS Process is responsible for leading the ITIL Service Management process implementations throughout BayCare Health System. She is the process owner of Change Management, Problem Management and Configuration Management. Vicky has found through lessons learned that organizational culture drives a change management implementation. This presentation of describes how to secure buy-in from senior leadership, define formal roles, responsibilities, policy, and establish a steering committee through each phase of implementing change management.  See the Meeting Locations page for a link to a Google map that can provide turn-by-turn directions to this meeting.

Please RSVP to: TampaBay-LIG at itsmf.net (change the ” at ” to “@”) with Name / Company / eMail Address / # of Attendees

Feedback on Vicky’s prior presentations:

“The Atlanta Local Interest Group of itSMF USA had the good fortune to have Victoria Luttrell of BayCare Health System speak at our June 2008 meeting. Vicky brought to us the practitioner’s viewpoint of Service Management in a life critical environment. Her comfortable manner of speaking encouraged questions from the audience. The experiences she related in managing the cultural change necessary in adopting an ITIL were well received. She provided valuable insights about the organizational relationships between the CIO, IT Directors, and Service Managers that developed in moving ITIL forward at BayCare. We hope to have her return to provide an update on the progress of adoption as ITIL Service lifecycle awareness grows”

Mike Walter, President –Atlanta Local Interest Group, itSMF USA

Change Management in Healthcare: Not Just a Compliance Issue

Many reasons exist for implementing a change management process; compliance is only one of them. Tim Webb (Kurt Salmon Associates) shared at least 9 valid reasons at this month’s itSMF monthly meeting. Customer satisfaction was very high on that list. Vicky Luttrell (BayCare Health System) then delivered a compelling presentation about her hands-on approach to implementing change management for a healthcare organization with nine hospitals, hundreds of servers and thousands of users. Vicky’s lessons learned were followed by practical answers to questions from the audience.”

François Nicolas — Atlanta itSMF LIG

“I really enjoyed your presentation. You did a great job of describing what you went through to implement change management, the benefits you got and the issues you faced.”

Mike D. –Atlanta, GA

“The presentation offered on change management was well developed and presented so that the best practices could be carried forward into any organization. Vicky Luttrell’s experience and practical advice showed how any organization can move forward to implement a culture of change.”

Randall A. — Atlanta, GA

Contact John Holton at Rita Technology Services if interested at (813) 289-3000, x218.

 PPT FIle: Availability Management - Brian Miller

The meeting will be held at the USF Downtown Center at Channelside at 1:00 PM on Thursday, June 26th.  See the Meeting Locations link for a map to the USF Downtown Center. 

President - Brian Boeth

Brian has over 14 years of professional IT experience specializing primarily in the development, implementation, and optimization of IT processes.  His background includes experience in medical, manufacturing, and government sectors.  Brian has a strong technical background based in software development and the management of software design, development, and deployment projects.  His experience managing large international projects along with his Project Management Professional (PMP) certification from the Project Management Institute (PMI) provide him an excellent project management background and skill set.  Brian is particularly experienced in the area of IT process development and has done extensive work in the area of Software Development Lifecycles and ITIL/Service Management, in which he holds ITIL Foundation and ITIL Practitioner certifications.  Brian was previously the Global Change Manager of a large international company and is currently acting as an IT Service Management Consultant here in the Tampa Bay area.

Vice President - Brian Miller

Secretary - John Maguregui

Treasurer - Mary Schlemmer

Mary Schlemmer is the Service Level Manager for Ceridian and leads their global design team for Service Catalog and request fulfillment. She is a founding member of the ITIL implementation team at Ceridian. Mary is a certified IT Service Manager as well as holding ISO 20000 Foundation, IPAD Practitioner and Six Sigma Green Belt certifications. She has been involved with ITIL formally since 2005, but practicing service management for almost 15 years.

Events / Programs Chair - Terence Okus