ITIL Workshop July 21, 2010

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ITIL Workshop

LOCATION

Serco Customer Demonstration Center
12012 Sunset Hills Road, Suite 600, Reston, VA 20190
*Free Parking*
COST

There is no cost for the workshop, but seating is limited, so register early! Please be considerate and let us know if your plans change after you register and you are unable to attend.
ABOUT THE WORKSHOP

HDI Capital Area is pleased to bring this valuable workshop to area IT professional. The session will begin with a keynote from Brenda Iniguez, of Pink Elephant, who will discuss implementing ITIL in government and private industry and overcoming challenges. Attendees will be provided lunch and have time to network prior to the afternoon sessions, where they may choose to attend one of the following workshops. The ITIL Lite Workshop will illustrate applying the principles of ITIL to everyday infrastructure and support issues and demonstrate how to resolve them through the application of ITIL. Students will learn the fundamentals of ITIL application and gain a full understanding of the benefits of investment in ITIL. The workshop will help attendees answer the questions of why is ITIL important and what can I expect to gain through its adoption. The Help Desk Transformation Workshop will discuss transforming a “Helpless” Desk to a Help Desk through the application  of best practices and a blended quality model. This workshop will illustrate the steps required to transform a help desk, provide suggestions for training, managing, auditing, evaluation, coaching and measuring  service desk performance and service desk personnel. It will enable attendees understand what to look for, what to apply and how to apply it in order to achieve a world class service desk that is focused on quality and customer service.  The workshop will end with questions and discussion, then a drawing for a Kindle and gift cards (must be present to win).
WHO SHOULD ATTEND

IT professionals who want an understanding of the service lifecycle and IT Service Management and who want to gain an understanding of how to overcome issues with implementation

IT staff who are actively involved in the provision and support of IT services or have an interest in IT Service Management best practices

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management

Front-line technical support staff, leads and managers who want to learn about help desk transformation techniques and the application of a blended quality model to drive improvements and enhancements

It professionals who need to learn the critical steps required to effectively manage help desks

 AGENDA
 

10:00 to 10:30 AM
Registration and Network (Coffee, Tea and Donuts will be provided)

10:30 AM
Welcome

10:35 AM to 12:00 PM
Keynote - Brenda Iniguez: Implementing ITIL in Government and Private Industry and Overcoming Challenges

12:00 to 12:30 PM
Networking Time (Lunch will be provided)

12:30 to 1:30 PM
(Workshop A)

Rockland Mosby: ITIL Lite: Applying the principles of ITIL to everyday infrastructure and support issues

12:30 to 1:30 PM
(Workshop B)

Lee Weekley/Mike Garloch- Help Desk Transformation: Applying best practices through a blended quality model

1:30 to 1:45 PM
Questions/Discussion

1:45 to 2:00 PM
Prize Drawing for Gift cards and a Kindle (must be present to win)

ABOUT THE SPEAKERS

Brenda Iniquez
Brenda Iniguez is a seasoned IT Support Professional, with over 25 years proven experience in Fortune 100 companies, designing, building, consolidating, and managing their Enterprise Service Management initiatives.  In addition, she is ITIL Service Manager certified, ITIL V3 certified, and was selected for the TSO V3 ITIL Live Content Review Group, a panel of 11 worldwide ITIL experts.  She is well versed in the Service Management disciplines and has spent major parts of her career managing and as Executive Consultant with Pink Elephant, VP at Bank of America, Providian Financial, Service Management Strategy Director for FrontRange Solutions, and is currently doing Strategic Business work with Pink Elephant.
She is active in several professional industry groups, including President of the HDI One Association Board, Chairman Emeritus of the HDI-National Member Advisory Board, Board of Directors for the HDI Strategic Advisory Board, Officers Board of the San Francisco HDI Chapter (Help Desk Institute), Board of Directors of the AZ itSMF LIG, founding member Board of Directors for HDP (Help Desk Professionals), and served on the HDI, ITSM, HDP and itSMF National Conference Committees.  She is an active speaker at national Support Conferences, association meetings, and frequently writes for leading industry trade journals.   She is a lover of music and animals and openly promotes the richness of the different generations in today’s workforce … she is full of energy and passion!   

Lee Weekley
Lee Weekley currently serves as the ITIL Corporate Practice Area Director and ITSM Solutions Architect for Serco-NA. He has managed groups ranging from 5 to 150 people, from local to worldwide operations. In addition, he has led several successful ITIL implementations for the United States Federal Communications Commission, the United States Census Bureau and Washington Headquarters Services at the Pentagon. He previously served as the Director of Service Desk Operations for the Federal Communications Commission and transformed the Help Desk to an ITIL Service Desk that practiced total contact ownership and aligned with ITIL and ISO standards and best practices. Lee has served in the IT industry for over 20 years, holding a number of technical management positions for various companies.
He is active in many community organizations and has held several distinguished appointments including: VP Programs HDI Capital Area, member of Governor’s Homeland Security Task Force, Ambassador to Small Business for San Diego, Rotarian, Military Affairs Advisory Committee member, National Small Business Committee member with National Defense Industry Association, Published Member of Who’s Who 2008, serving member for the Navy League and member of the Technology Committee for the Chamber of Commerce. Lee also teaches ITIL and best practices classes to both the federal government and civilian employees.

Mike Garloch
Mike Garloch is an ITSM service delivery professional, providing service to government clients for 12 years. After serving ten years in an elite unit in the United States Army, Mike established himself inside the ITSM community. In his new field, Mike obtained several IT certifications to include: Comp TIA A+, Comp TIA Network+, MCDST, HDI SCM, and ITIL Practitioner. Mike has many years of experience managing Help Desks raging from 10 agents to over 150 agents. In addition Mike has performed several help desk assessments for quality and service improvements and provided numerous training classes and boot camps for help desk agents, team leads, and managers. Mike brings a wealth of knowledge and experience in the IT Service Management arena.

Rockland Mosby
Rockland Mosby has over 25 years of experience in engineering, management, and information technology, and methods analysis. Rocky has experience in the management and delivery of contracted ITSM implementations and process improvement activities utilizing ITIL v2 and v3 Frameworks. He has knowledge of, and experience in, all facets of ITIL v2 and v3 best practices. Rocky also has experience in the drafting of service proposals and task order responses for service offerings to prospective customers through prime and subcontract opportunities.

Organized by HDI Capital Area Local Chapter
HDI Capital Area Local Chapter is a non-profit chapter of HDI www.ThinkHDI.com, the premier worldwide membership association for the IT Service and Technical Support industry, serving the Washington DC metro area, including Northern Virginia and nearby Maryland.
Our mission is to provide quality programs designed to inspire and motivate personal and professional growth. Our regularly scheduled meetings foster an atmosphere to share camaraderie, inspiration and knowledge with colleagues in the industry featuring subject matter experts, group discussions, networking opportunities and HDI Training and Certification events.

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Ticket Info:  July 21st Meeting Registration, Free

Official Website: http://hdicapitalareajuly212010-upcoming.eventbrite.com