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    • itSMF Singapore Chapter is proud to bring you the 2nd Annual ForumConference and Exhibition: Unveil the 4 Dimensions to Business Excellence - People, Partners, Process, Product of ITSM Date: 1- 2 August 2006 Time: 9am-5pm Format : Conference cum solutions showcase Venue: Suntec Convention and Exhibition Singapore, Ballroom 3 and Foyer This year’s itSMF Annual Conference and Exhibition Forum 2006 serves to provide insights into engaging IT Service Management topics that are impacting businesses in the regional and local communities. It is the only time itSMF gathers its key thought community from the region together to share their leading edge points of views. The theme this year is “Unveil the 4 Dimensions to Business Excellence - People, Partners, Process, Product of ITSM”. This year’s forumconference and exhibition aims to achieve the following objectives : • 1. To develop and promote industry best practices in IT service management with focus on efficient and effective use of 4 Ps- People, Partners, Process, Product • To enhance professionalism within IT service management industry • To provide a vehicle for helping members’ organizations improve service performance • To provide itSMF members with a platform in which to exchange information and share experiences with their peers on both sides of the industry Page 1 of 15
    • Overall, this forumconference and exhibition aims to provide a rich networking and learning opportunity for IT management and Line of Businesses to leverage on best practices in IT service management and increase the business value of IT. Who should aAttend?ees: • Senior and C-level IT management • Line of Businesses : Finance, Operations, HR HOW TO REGISTER To receive registration information for this event, please email your contact details to events@itsmf.org.sg (is this contact correct??) HOW TO BE A SPEAKER To register for this event, please email your speaker submission form contact details to speakers@itsmf.org.sg events@itsmf.org.sg HOW TO BE A SPONSOR To enquire about the sponsorship packages, please email your contact details to events@itsmf.org.sg itSMF Singapore Chapter EVENT: Keynote Address at DRI Asia’s Business Continuity Conference GOH: Mr Chua Taik Him, AMD, Economic Development Board of Singapore DATE: Wednesday, 23 July 2003 TIME: 9:00 a.m. VENUE: Suntec Singapore In the morning , there will also be presentations by • Mr Cole Emerson, DRI International, USA • Mr Ling Keok Tong, Deputy Director, IDA AUDIENCE: Business associates BC/DR professionals; Local, business & trade media KEY MESSAGES: 1. Singapore is well positioned to provide disaster recovery and BCP services for the region 2. There is Development of a conducive operating environment in Singapore for BCP activities 3. Development of human capital for the BCP industry 4. DRI will help raise standards to international levels Page 2 of 15
    • BACKGROUND: DRI Asia is a full representative of DRI International (DRII), the de facto world authority for training and professional certification in BCP. DRII sets the industry standards of acceptability for levels of knowledge and capabilities; and has established the common body of knowledge for BCP – Professional Practices for Business Continuity Planners – as the industry's international standard. Today, it has a worldwide membership of 34,4000 certified professionals. The primary objective of the DRI Asia 2003 conference is to provide guidance to the BCP market in Asia regarding business continuity and disaster recovery planning using top DR professionals from the US and Singapore as keynote speakers. The conference aims to increase the awareness of BCP and DRP in Asia, highlighting the critical role it has in organizations and the importance of nurturing DR/BC human capital. The conference aims to draw about 200 conference delegates, with approximately 100 of the delegates coming from the region. The target audiences for the conference are business leaders and senior management; business continuity professionals, disaster recovery professionals, IT professionals involved in DRP/ BCP projects, business executives involved in BCP. DRI Asia has formed a business alliance with Terrapinn Ltd, a business media company that specializes in trade exhibitions and conferences to organize the conference. EMBARGOED UNTIL AFTER DELIVERY PLEASE CHECK AGAINST DELIVERY KEYNOTE ADDRESS BY MR CHUA TAIK HIM, ASSISTANT MANAGING DIRECTOR, ECONOMIC DEVELOPMENT BOARD, AT THE BUSINESS CONTINUITY CONFERENCE OF DRI ASIA, AT SUNTEC CONVENTION CENTRE, WEDNESDAY, 23 JULY 2003, 9:00 AM Mr Cole Emerson, Chairman, DRI International Dr Goh Moh Heng, Executive Director, DRI Asia, Mr Cole Emerson, Chairman, DRI International, Ms Linda Wan, General Manager, Terrapinn Pte Ltd Distinguished Guests, Good morning. Singapore as a reliable, secure and trusted harbour for businesses 2. Good morning, I am delighted pleased to be here today at DRI Asia 2003. TThis is the first such conference organised by the Disaster Recovery Institute (DRI) Page 3 of 15
    • Asia andnd it couldn’t have been timelier.. I am happy to learn that there are about 200 participants gathered here today. This demonstrates the relevance and importance of business continuity in today’s world. The terrorist attacks of 911 and more recent events such as the Iraq war and the SARS crisis underlie all too clearly the increasing vulnerability of business operations globally. In this volatile global environment, Singapore is striving to remain relevant to the changing and diverse needs of global businesses. 3. Singapore is presently home to over 6,000 MNCs, of which, 60 per cent have regional headquarters functions here. Many of these operations also oversee regional business and investments in South East and North Asia. We are also seeing an increase in investments from new sources like India and China. Each of these organisations brings with it a unique set of requirements. It is thus Page 4 of 15
    • 4. essential that a responsive business environment and infrastructure is in place in Singapore to enable us to anticipate and respond to these needs in a prompt and cost-effective manner. 1. Singapore has demonstrated, as seen in the SARS crisis, that we can deal effectively and quickly with crisis and uncertainty. From isolating a dedicated hospital to deploying technologies like thermal scanners for fever detection, our pro-active and innovative measures in dealing with the situations proved to be effective and served as good reference for countries facing the same challenge. It is our ability to adopt a holistic approach and address issues from all angles such as policy, mindset and infrastructure that enable us to develop effective solutions. Business Continuity as an important component of business infrastructure With these recent developments, many companies have been quick to recognise the growing importance of Business Continuity Planning (BCP), and the need to ensure critical operations are running even in times of crisis. With our political stability, excellent IT and communications infrastructure, skilled and trained manpower, and a pro-business government, Singapore is well-positioned to be a choice location for business continuity and disaster recovery activities for many international companies. This morning, I am pleased to share with you our various approaches to further enhance Singapore’s capacity to provide business continuity functions to businesses based in Singapore. Human capital development 2. Firstly, we will develop our capabilities through the continual training of human capital. Although the global BCP industry is at thea nascent stage, Singapore has the advantage of having a ready pool of trained and certified BCP professionals. This signifies our readiness to support the business continuity activities of MNCs and other global organisations. EDB has been working closely with DRI Asia to deepen and broaden capabilities for BCP. A key development is that DRI Asia will provide the full spectrum of the US-based DRI International’s training for individuals in the region. As a result, BCP professionals can gain full certification to international standards from Singapore. This makes Singapore the first country outside of North America to be able to provide such a wide range of accreditation. We expect to train a total of 300 BCP professionals in Singapore and another 400 professionals throughout Asia over the next three years. Facilitating immediate entry of BCP and Disaster Recovery personnel Page 5 of 15
    • 3. Secondly, to facilitate companies’ global BCP plans, I am pleased to inform that EDB and related agencies have developed, together with the Ministry of Manpower, the Employment Pass Scheme for Business Continuity Operations. This scheme allows foreign professionals and skilled personnel of companies in Singapore immediate entry into the country and immediate commencement of work in the event that disaster recovery plans are activated. Singapore-based companies can now bring in relevant executives from the region into the country to manage their back-up operations as and when there is a need. Page 6 of 15
    • itSMF Singapore 2nd Annual Conference and Exhibition Unveil the 4 Dimensions to Business Excellence - People, Partners, Process, Product of ITSM Speaker Submission Form Name       Job Title       Company Name       User Research & Academic Type of Organisation Vendor Others, Address       Email       Tel. No.       Photo Please attached photo in jpg Personal Details       50 - 100 words including relevant experience in the subject area and speaking experience. Topic People: Category What does it take to pursue ITSM as a career? Please select one. ITSM preparedness in the region – are we ready for it? How to build a culture of service within IT support folks? The different roles within ITIL How do we get other roles in an organization to adapt and fulfillfulfil supporting roles and incorporate process-related measures? What does it take to perform well in each of the roles within ITIL? Building a team through incorporating training and education People – Your only route to successful IT service management Partners: Partnering with the right ITIL partner to build awareness and business case for ITSM Ensuring successful implementation by putting SLA in place SLA with a partner with ITSM process Outsourcing & ITIL Process: Why does ITSM fail? Pitfalls to watch out for ISO2000 Certification – how to go about it? How to prevent beingen twined up only implementing ITIL framework without improving the actual quality of service When is process enough “enough”? Page 7 of 15
    • End to End IT Change Management How not to lose sight in the implementation and reach your set goals and objectives Processes do not start and stop with IT Productces: ITSM Tools – Boon or Bane ? Is there a ONE- ssize- fits- all tool? How do we translate ITIL best practices to IT environment and IT business goals? (JC) Beyond ITIL framework – integrating and automating the ITIL best practice Criteria for choosing the right technology/tools to help you with ITIL automation Why is a CMDB needed and where does ITIL fits in? CMDB – how detailed is “detailed enough”? Implementing aAvailability mManagement in an established ITIL environment Major iIncident and pProblem mManagement Session Title       10 Words or less which convey the thrust of the session. Synopsis       About 50 - 100 words - sufficient to identify the main points to be covered. Pls avoid using product specific name in presentation. Other       Any other information to support your submission Notes: 1) Please complete all fields. 2) Submissions are to reach speakers@itsmf.org.sg by 3115 May 2006. 3) itSMF Singapore may contact speakers for topic clarification before selection. 4) Acceptance of submission will be based on relevance of topics. itSMF Singapore reserves the right to reject any submission based on the relevance of topics. 5) Speakers to avoid using product specific name in presentation 6) All presentation must be on itSMF provided templates. Only selected speakers will be provided with templates. 7) Speakers to avoid using product specific name in presentation. 8) Speakers need to submit the presentation slides by 23 June 2006. 9) itSMF Singapore reserves the right to request for amendments to speaker’s presentation slides. 10) Each Speaking session is maximum 45 minutes. 11) itSMF Singapore may contact speakers for topic clarification before selection 12) All speakers will need to make their own travel and accommodation arrangements to attend the Conference & Exhibition. 13) Submissions are to reach speakers@itsmf.org.sg by 15 May 2006 14) All presentation must be on itSMF provided templates. Only selected speakers will be provide with templates. 15) Speakers need to submit the presentation slides by 23 June 2006. Page 8 of 15
    • 16) itSMF Singapore reserves the right to request for amendments to speaker’s presentation slides. Developing best practices and know-how Thirdly, we will create a conducive environment for generating and implementing best practices and know-how in business continuity disciplines. For example, in providing thought and practice leadership in the training and accreditation of BCP professionals, DRI Asia is currently developing iIntellectual pProperty pertaining to standards and certification for specialist training on the recovery of IT infrastructure and services in companies. 4. I understand that DRI Asia's new certification and curriculum in IT Disaster Recovery Planning has been accredited by the National Infocomm Competency Centre (NICC)1. I am also pleased to note that DRI Asia is close to obtaining similar accreditation by DRI International in the USA. With these accreditations in hand, Singapore’s contribution to developing world-class certification and its corresponding curriculum will mark a first in terms of professional standards in training and accreditation for IT-DRP professionals. 5. We will nurture a community of local and international business players who can constantly cross-fertilise and interact to collectively develop best practices for business continuity. The importance of alignment and communication among businesses became apparent during the recent crisis period. We also see the need for companies to benchmark and evaluate their business continuity plans against an internationally-recognised yardstick. In support of the development of such a metric, the Singapore Business Federation (SBF), comprising of 15,000 members, EDB and SPRING will collaborate with international experts such as the Business Continuity Institute (UK) and Disaster Recovery Institute International (US) to jointly develop a standard on BCP for companies which will gain international acceptance. Sustaining Business Continuity Planning capabilities through the development of a viable BCP industry 6. Aside from looking at Business Continuity as an important component of business infrastructure, it is also important to recognise the BCP industry as a viable, sustainable industry. BCP is today a rapidly growing market. IDC estimated that the Disaster Recovery market for Asia Pacific, excluding Japan, was worth US$551 million in 2001. This is expected to jump to US$1.364 billion 1 NICC is an industry-driven national body with Singapore Computer Society (SCS), Singapore Infocomm Technology Federation (SITF) and Information Technology Management Association (ITMA) as founding parties. NICC is the main accreditation body for Infocomm certifications in the region. Page 9 of 15
    • by 2006. Such market trends hold tremendous opportunities for Singapore. I believe that we will see more companies establishing their BCP operations in Singapore. 1. Since then, many companies have been quick to recognise theit shows the growing growing importance of of the Business Continuity Planning (BCP) and the need to ensure critical operations are running) industry in Singapore. even in times of crisis. Indeed, BCP is today a rapidly growing growing market. with IDC estimateding that the IT Security and BCP and Services market an, wawas worth US$66 billion in 2001 in 2001. This is expected to grow at a compounded rate of 19% reaching US$155 billion by 2006. Such market trends hold tremendous opportunities for Singapore. Let me share with you why I believe Singapore has the capabilities and potential to expand this industry even further. Page 10 of 15
    • Page 11 of 15 2. Singapore Singapore is presently, presently home to over 6,000 MNCs, of which, 60% per cent have regional headquarters functions here. Many of these operations also oversee regional operations in SE Asia and greater China. With our Singapore with its political stability, excellent IT and communications infrastructure, skilled and trained manpower and and a pro-business government, Singapore is is well-poisitioneded to be act as a choice location for business continuity and disaster recovery activities for many of these international companies. 3. 4. In addition, Singapore has demonstrated, as seen in the SARS crisis, that we canEvents such as the terrorist attacks of 9/11 and recent war in Iraq, highlight the increasing vulnerability of business operations globally. Today, more companies are beginning to see a need for business continuity and disaster recovery planning in order to ensure that critical functions continue to operate in times of crisis. Closer to home, the SARS epidemic earlier this year also heightened the awareness of business continuity planning for organisations. 5. Singapore was able to demonstrate its capability to deal deal effectively and quickly with crisis and uncertainty by efficiently. putting measures in place to deal with the SARS outbreak.From isolating a dedicated hospital to developing the first thermal scanners, our pro-active and innovative measures to combat SARS have won worldwide praise. 6. 7. We were recognised for our pro-active measures when, Changi Airport was also lauded as the world’s first in the world airport to use implement these thermal scanners and to implement other new anti-SARs measures. These measures wereis was subsequently adopted put together by the International Civil Aviation Organisation (ICAO) and quickly implemented in implementedother airports around the world. 8. The SARS outbreak also showed our ability to provide leadership in developing customisable solutions to disaster recovery in various fields. This morning, I am pleased to share with you some new initiatives to further enhance the BCP industry in Singapore. The first initiative is on human capital development. Although the global BCP industry is at the nascent stage, Singapore has the advantage of having . This ourbusiness continuityMNCs and other global organisations has also been epen and broaden moreBCP . A key development is that the US-based As a result, BCP professionals can gain from Singapore. This makes Singapore of be able to wide We 9. Page 11 of 15
    • Page 12 of 15 Facilitating immediate entry of BCP and Disaster Recovery personnel 10. When businesses are disabled due to a disaster, companies must have the certainty to be able to activate immediately the disaster recovery process in countries which are hosting their disaster recovery facilities. As time is of essence, BCP and disaster recovery professionals are highly trained and competent, with a deep familiarity of their companies’ IT-based processes and critical functions and data. They are responsible to quickly recover critical data at the shortest possible time, and are expected to be deployed to BCP and disaster recovery sites anywhere in the world, as and when disaster recovery is activated. 11. 12. TNext, tthe Minister of Trade and Industry announced the Ienhanced Employment Pass scheme for Business Continuity Operations in Feb 03. Developed jointly with the am pleased to inform that otsforeign and skilled professionals and skilled personnel, whose responsibilities are to quickly recover critical data and restore business activity of their companies, in Singapore Singapore to activate the disaster recovery process. To-date, there are a number of companies with using Singapore for their business continuity and disaster recovery functions which have become an integral part of the larger business activities of the companies in Singapore.the country -can nowin in the country as and re is a 13. 14. Developing processes to support BCP operations 15. It is important for our companies and organisations to have world-class competencies in disaster recovery. This allows companies to have an international metric by which they can evaluate the competencies of their plans. To achieve this, I am pleased to announce that EDB, SPRING and the Singapore Business Federation (SBF) are working towards developing a standard on BCP for companies which will gain international acceptance. This will involve the contribution of international experts such as the Business Continuity Institute (UK) and Disaster Recovery Institute International (US) which have given their in-principle support to collaborate with Singapore to develop this internationally-recognised standard 16. BesidesIn order for Singapore to cement its position as a strategic disaster recovery hub it also In important to providing e thought and practice leadership in the training and accreditation of BCP professionals, and encouraging the mobility of such global talent into Singapore,. pertaining to and and certificationspecialist training on the recovery of IT infrastructure and services in companies. The focus here is to provide sThis training and Page 12 of 15
    • Page 13 of 15 certification focus on providing specialist training on the recovery of IT infrastructure and services within each organisations. I understand that (NICC) (issued by?) I am also pleased to note that discussions are advancing on DRI Asia is’s a similar accreditation by DRI International in the USA. for its IT Disaster Recovery Planning course With these These accreditations in hand, would help raise the standard of BCP training to an internationally accepted quality level. Singapore's contribution to developing world-class certification and its corresponding curriculum wouldill mark a first in terms of professional standards in training and accreditation for IT- DRP professionals. Recognising the importance of an international standard on business continuity planning and management, SPRING, EDB, and the Singapore Business Federation, representing some 15,000 member-companies, are working closely with local and global BCP institutions such as DRI International (USA), Business Continuity Institute (UK) and DRI Asia (Spore) to deliberate and develop a standard. The intent is for the local standard to gain acceptance as an international industry standard. We have seen how important it is for implement business continuity and management especially during a crisisWhat we need as well is to ensure is that these business continuity plans are of world-class competencies to a yardstickto benchmark and evaluate their plans against Page 13 of 15
    • Page 14 of 15 Conclusion 5. 6. In conclusion, Human Capital Development 7. 8. Having a ready pool of trained and certified BCP professionals in Singapore also signifies Singapore’s readiness to support the BC activities of global organizations. To this end, I am pleased to announce EDB’s efforts to work with DRI Asia to develop capabilities for the industry. DRI Asia will provide the full spectrum of DRI International’s training for individuals in the region. This offers full certification to international standards for BCP professionals, making Singapore the first country outside the North Americas to provide such a range of accreditation. Singapore expects to train a total of 300 BCP professionals in Singapore and another 400 professionals throughout Asia over the next three years. 9. 10. To further augment this pool, EDB has also worked with the Ministry Of Manpower to develop a new Pre- Approved Employment Pass scheme for Business Continuity Operations. This scheme will allow immediate entry into Singapore and immediate commencement of work by foreign professionals and skilled personnel of companies in Singapore in the event that disaster recovery plans are activated. This allows Singapore based companies to bring relevant executives from the region to Singapore to manage BCP operations when the need arises. 11. 12. Let me conclude by going back to where I had begun. TToday, Singapore is already home to several companies extending their business continuity and disaster recovery undertaking BCP operations here such as Satayam, Polaris and Scandent. his this inaugural DRI Asia 2003 conference is timely. especially when we operate against a backdrop of increasing chaos and uncertainty. As participants, you will gain much insight into the BCP market in Asia regarding business continuity and disaster recovery planning. You will also be able to understand the critical role it plays in companies and organizations; and the importance of competent and trained manpower, adept and familiar with disaster recovery processes and able to perform well in a demanding and stressful situation when disaster recovery is activated. nurturing DR/BC human capital.We are confident these initiatives will place us in good stead as we develop into a safe harbour for disaster recovery and BCP operations in the region. . I commend the organisers for their wise decision to choose Singapore as the location for this eventholding this event in Singapore. We welcome more such activities to meet the growing demand for industry intelligence training and development of professional competency. as they help propel us to be a strategic disaster recovery and BCP operations hub in the region. Already, Singapore is home to such globalinternational companies such Page 14 of 15
    • Page 15 of 15 as Satyam, Polaris and Scandent which have extended their business continuity and disaster recovery operations in Singaporehere. I believe that through conferences such as this, and with the many new initiatives in place, we will see more foreign companies establishing their BCP operations in Singapore. More importantly, I am confident that with their presence of more global business continuity and disaster recovery operations in Singapore, our ability to respond to the uncertain business environment can be greatly enhanced. will help raise the overall BCP capabilities ato an even higher level, providing the assurance to companies of the excellent business infrastructure in Singapore to host their value chain of integrated economic activities. 13. nd standards of companies based here and in the region. 14. I wish everyone a fruitful and enjoyable conference ahead. Thank you. Page 15 of 15