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Last Conference 2011 ITSMF Thailand

Last Conference 2011 ITSMF Thailand

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It smf post event report _12oct2011_final Presentation Transcript

  • 1. Post Event ReportEvent Theme: Continual ImprovementDate : Wednesday , 12th October 2011
  • 2. Event agenda8.30 – 9.00 Conference Registration9.00 – 9.30 Opening welcome ( in Thai) Speaker: Khun Suwat Laicharoensup, Chairman of itSMF Thailand Association9.30 – 10.00 Keynote address ( in Thai ) Synopsis: Software Industry Promotion Agency (SIPA) main objective is to stage Thailand as a global player in software industry. Our strategy is to promote and support local developers with capability to compete in global software industry and readiness for the coming ASEAN Economic Community (AEC) in 2015. Our policy, “Beyond ICT New Landscape” will create human resources, create jobs, and create markets for Thai software industry. The major industry group that will be concentrated is tourism, healthcare, logistics, education, agriculture, food and jewellery. Thai software developers will also need to build skill, capability, understanding the market for sustainability and growth. Government and public sector should support “Buy Thai First” especially on Thai software. Speaker: Dr. Supachai Tangwongsan, Chairman of the Board, Software Industry Promotion Agency ( SIPA)
  • 3. Event agenda10. 00 – 10.45 Go beyond and Endorsed by the World Class Standards ( in Thai) Synopsis: Knowledge sharing based session is to let you know that “Brought you to the competitive edge is not only an SLA but you have to go beyond for the lasting customer delight”. Today, DCS provides services under the World Class Standards procedures, ISO 20000 and 27001 which cover DR Service, Data Center Hosting Services, and Service Desk Support. See how and why DCS was endorsed by these standards and how DCS will go beyond for the customer and partner delight. Speaker: Khun Mitree Prasan-atikom, Deputy Managing Director, Information Technology Services Division,Datapro Computer Systems Co., Ltd.10.45 – 11.00 Break – Exhibition Time11.00 – 11.45 Introduction to Symantec Service Management Tools (in English) Synopsis: In this session, Symantec will introduce and discuss the range of solutions they offer to address the challenges of supporting complex IT environments. The session will cover the innovations provided by Client and Mobile Management Tools, Software and Asset Management, and the Service Desk Solution. It will also show how Symantec Workflow can be used to automate repetitive tasks, reducing labour costs and increasing service levels. Speaker: Mr. Chris Bowden, SE Product Manager, APJ, Symantec Corporation
  • 4. Event agenda11.45 – 13.30 Lunch – Exhibition Time13.30 – 14.15 priSM- a new credential from itSMF ( in English) Synopsis: priSM (Professional Recognition of IT Service Management) is a credential scheme for ITSM professionals to demonstrate their commitment and continual involvement in the ITSM space. priSM is a good venue for one to keep track and demonstrate ones involvement and contribution. Speaker: Mr. Hon P Suen itSMF International Executive Board14.15 – 15.00 360 Degree IT Service Management and beyond ( in Thai) Synopsis: IT service management is an approach to managing information technology (IT) and a discipline for managing IT systems, philosophically centered on the customers perspective of ITs contribution and alignment to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. Providers of IT services have to consider the quality of the services they provide and focus on the relationship with customers and customer’s satisfaction. This session will answer your FAQ, “Why Service Management?”, “What is the difference between “ITIL Implementation” and “ITSM/ISO 20000 Implementation”?, “What determines the Future of ITIL/ISO 20000?” and “What are CSFs (Critical Success Factors) for ITSM Implementation?” Speaker: Prinya Hom-anek, ITIL Expert, IRCA ITSMS Provisional Auditor CGEIT, CISSP, CSSLP, CISA, CISM, SSCP, SANS GIAC GCFW, (ISC)2 Asian Advisory Board; ISACA Thailand Committee, Thailand Information Security
  • 5. Event agenda 15.00 – 15.20 Break – Exhibition Time 15.20 – 15.50 A Practical View of Continual Improvement ( in Thai) Synopsis: Implementing ITIL in an organization is a challenging job, keep it continues and getting improvement overtime is a lot more challenging. Continual Improvement is the last topic in the ITIL V3 life cycle but it can be considered as the most important topic as it could touch all topics in the life cycle. There are advises and theories associated to the "Continual Improvement", however questions usually arises from practitioners on how practical it can be. Tapakorn will share a view from his experience on how to make the "Continual Improvement" practical. Speaker : Khun Tapakorn Siritanawutichai, Service Management Competency Manager , Global Technology Services - Services Delivery , IBM Global Service, IBM Thailand 15.50 – 16.00 Closing Remarks and Lucky DrawNote: ITSMF Thailand Chapter reserves the right to amend and/or change the Conference agenda without prior notice.
  • 6. Event attendance Total Customer 1Total Pre-registration: 109 registrants 100% 2Total Show-up: 85 attendees 63.9%2.1Pre-registrants: 83 attendees 56.1%2.2Walk-ins: 2 attendees 12.1% pre- 3Total No-Show (1-2.1): 26 43.9% registrants 4Return Evaluation 72 sets Speakers 7 Person Package Sponsor - Platinum 10 Person - Gold 7 Person -Supported 15 Person
  • 7. Event attendanceMorning Session9.30 - 10.00 am Keynote address 100 Attendees Go beyond and Endorsed by the world10:00 - 10:45 am 94 Attendees Class Standards Introduction to Symantec Sevice11:00 - 11:45 am 91 Attendees Management ToolsAfternoon Session13:42 - 14:15 pm priSm - a new credential from itSMF 77 Attendees 360 Degree IT Service Management and14:15 - 15:00 pm 84 Attendees beyond A Practical View of Continual15:20 - 15:50 pm 77 Attendees Improvement
  • 8. Registration
  • 9. Event Decorations
  • 10. souvenir
  • 11. Partners booths
  • 12. Opening Welcome Khun Suwat LaicharoensupChairman of itSMF Thailand Association
  • 13. Keynote addressDr. Supachai TangwongsanChairman of the BoardSoftware Industry Promotion Agency ( SIPA)
  • 14. Platinum sponsor slot Go beyond and Endorsed by the World Class Standards Khun Mitree Prasan-atikom Deputy Managing DirectorInformation Technology Services Division Datapro Computer Systems Co., Ltd.
  • 15. Gold sponsor slotIntroduction to Symantec Service Management Tools Mr. Chris Bowden SE Product Manager, APJ, Symantec Corporation
  • 16. Guest speaker slot priSM- a new credential from itSMFMr. Hon P SuenitSMF International Executive Board
  • 17. itSMF speaker 360 Degree IT Service Management and beyondPrinya Hom-anekITIL Expert, IRCA ITSMS Provisional Auditor CGEIT,CISSP, CSSLP, CISA, CISM, SSCP, SANS GIAC GCFW,(ISC)2 Asian Advisory Board;ISACA Thailand Committee, Thailand Information Security
  • 18. itSMF speaker A Practical View of Continual ImprovementKhun Tapakorn SiritanawutichaiService Management Competency ManagerGlobal Technology Services - Services DeliveryIBM Global Service , IBM Thailand
  • 19. Exhibition and networking break
  • 20. Lunch
  • 21. Lucky Draw
  • 22. itSMF Evaluation Summary for 5th Annaul Conference 2011
  • 23. Section A : Your OrganizationSection A : Your Organization1. Your company s industry type Governme Manufactu Agricultur nt Automotiv Electricity, Food & Services,Pr Commerce Education ring & e Administra e Gas,Water Drink o.Service &Finance Processing tion 0 5 1 1 0 1 1 18 8 ICT& Transport Constructio Finance and Wholesale Energy Healthcare Telecommunicati Others &Logistics n & Building Insurance Trade ons 0 1 3 1 4 17 2 7
  • 24. AgricultureEducationGovernment AdministrationManufacturing & ProcessingAutomotiveElectricity,Gas,WaterFood & DrinkServices,Pro.ServiceCommerce &FinanceEnergyHealthcareTransport &LogisticsConstruction & BuildingFinance and InsuranceICT&TelecommunicationsWholesale TradeOthers
  • 25. 2. What is your position in the organization ? - Account Manager - Head Of IT Department - QA Mgr - Account Executive & Marketing - Head of risk Management [ Director ] - R&D Office - Assistant IT operation Manager - Instructor and Researcher - Revel of standard - Assistant Manager - Internal Auditor - SA - AVP - IT Auditor - Sales - Business Development - IT Business Support Manager - Senior 97 - Compliance - IT Infrastructure Manager - Senior Configuration Analyst - IT Internal Auditor [ Quality - Computer Operator - Senior IT Security Consultant Management ] - Consultant - IT Manager - Senior IT System Change Management Specialist - Data Quality Analyst - Lead Technical Specialist - Senior Vice President - Department Manager - Lecturer - Service Management ad Control - Director of computer technology & - Manager Internal - Service Management competency data communication Audit&Conpliancecontrol office manager - Dvelop - MGR - System Engineer - DVP-SOA - Operations Process Manager - System Engineering - Employee - Planning and Evaluation IT Director - Technical Consultant - Engineer - Process Specialist - Technical Lernees Manager - Project Mgr - User Service Staff
  • 26. 3. The current number of IT in your organization more than <50 51 to 100 101 to 500 501 to 1000 1000 4 3 14 21 25 to to to more than
  • 27. 4.The current number of IT professionals in your organization more than <10 10 to 24 25 to 49 50 to 99 100 14 4 7 6 37 to to to more than
  • 28. 5.Has IT framework been implemented in your organization - ITIL (IT Information Library ) If No and what kind of IT framework will your organization implement ? No (within 1 If yes No (in 3 years) year) 39 5 13 9% If yes 68% No (within 1 year) 23% No (in 3 years)
  • 29. - IBM SMSL ( System Management Solution Lifecycle)If No and what kind of IT framework will your organization implement ? If yes No (within 1 year) No (in 3 years) 6 3 5 If yes No (within year) No (in years)
  • 30. - Cobit ( Control Objective for Information and related technology )If No and what kind of IT framework will your organization implement ? If yes No (within 1 year) No (in 3 years) 4 2 11 If yes No (within year) No (in years)
  • 31. - HP ITIL ( HP IT Information Library )If No and what kind of IT framework will your organization implement ? If yes No (within 1 year) No (in 3 years) 7 1 4 If yes No (within year) No (in years)
  • 32. - MOF ( Microsoft Operations Framework )If No and what kind of IT framework will your organization implement ? If yes No (within 1 year) No (in 3 years) 4 1 4 If yes No (within year) No (in years)
  • 33. - Internal developed IT Service Management frameworkIf No and what kind of IT framework will your organization implement ? If yes No (within 1 year) No (in 3 years) 7 4 3 If yes No (within year) No (in years)
  • 34. - Other (Please specify):___If No and what kind of IT framework will your organization implement ? If yes No (within 1 year) No (in 3 years) 11 1 2 7% If yes 79% No (within 1 year) 14% No (in 3 years)
  • 35. 6.What have been implemented in your organizationService Strategy - Demand Mgt 0% 30% 70% 100% 10 11 15 9 33% 0% 20% 30% 22% 25% 70% 100%
  • 36. - Strategy Generation 0% 30% 70% 100% 10 11 11 12
  • 37. - Financial Mgt 0% 30% 70% 100% 7 8 18 13
  • 38. - Service Portfolio Mgt 0% 30% 70% 100% 10 8 12 13
  • 39. Service Design - Service Catalog Mgt 0% 30% 70% 100% 10 9 5 20
  • 40. - Service Continuity Mgt 0% 30% 70% 100% 8 9 10 17 18% 0% 39% 20% 30% 70% 23% 100%
  • 41. - Supplier Mgt 0% 30% 70% 100% 11 11 9 16 0% 24% 34% 30% 23% 70% 19% 100%
  • 42. - Service Level Mgt 0% 30% 70% 100% 8 6 11 22 17% 0% 47% 13% 30% 23% 70% 100%
  • 43. - Availability Mgt 0% 30% 70% 100% 7 10 8 23 14% 0% 48% 21% 30% 17% 70% 100%
  • 44. - Information Security Mgt 0% 30% 70% 100% 7 9 8 25 14% 0% 51% 19% 30% 16% 70% 100%
  • 45. - Capacity Mgt 0% 30% 70% 100% 8 8 11 20 17% 0% 43% 17% 30% 23% 70% 100%
  • 46. Service Operation - Incident Mgt 0% 30% 70% 100% 5 9 8 33 9% 0% 60% 16% 30% 15% 70% 100%
  • 47. - Event Mgt 0% 30% 70% 100% 8 10 13 16 17% 34% 0% 21% 30% 28% 70% 100%
  • 48. - Access Mgt 0% 30% 70% 100% 4 15 15 15 8% 31% 0% 30% 30% 31% 70% 100%
  • 49. - Problem Mgt 0% 30% 70% 100% 4 9 8 28 8% 0% 19% 57% 30% 16% 70% 100%
  • 50. - Request Fulfillment 0% 30% 70% 100% 7 12 9 23 14% 0% 45% 23% 30% 70% 18% 100%
  • 51. - Operations Mgt 0% 30% 70% 100% 6 8 13 21 12% 0% 44% 17% 30% 70% 27% 100%
  • 52. Continual Service Improvement - Service Measurement 0% 30% 70% 100% 7 8 7 23 15% 0% 51% 18% 30% 70% 16% 100%
  • 53. - Service Improvement 0% 30% 70% 100% 8 7 9 23 17% 0% 49% 15% 30% 19% 70% 100%
  • 54. - Service Reporting 0% 30% 70% 100% 5 8 12 23 10% 0% 48% 17% 30% 25% 70% 100%
  • 55. Service Transition - Knowledge Mgt 0% 30% 70% 100% 9 12 14 15 18% 0% 30% 30% 24% 28% 70% 100%
  • 56. - Asset and Configuration Mgt 0% 30% 70% 100% 9 8 13 23 17% 0% 43% 15% 30% 25% 70% 100%
  • 57. - Transition Planning and Support 0% 30% 70% 100% 10 12 11 15 0% 31% 21% 30% 25% 70% 23% 100%
  • 58. - Evaluation 0% 30% 70% 100% 11 14 10 14 29% 22% 0% 30% 20% 29% 70% 100%
  • 59. - Change Mgt 0% 30% 70% 100% 8 5 10 28 16% 0% 10% 30% 55% 19% 70% 100%
  • 60. - Release and Deployment Mgt 0% 30% 70% 100% 9 8 12 21 18% 0% 42% 16% 30% 70% 24% 100%
  • 61. - Service Validation and Testing 0% 30% 70% 100% 10 10 13 16 0% 33% 20% 30% 20% 70% 27% 100%
  • 62. Others - Service Desk 0% 30% 70% 100% 7 5 8 32 0% 13% 62% 10% 30% 15% 70% 100%
  • 63. - Software and Asset Mgt 0% 30% 70% 100% 7 7 15 15 34% 0% 16% 30% 16% 34% 70% 100%
  • 64. - ISO 20000 0% 30% 70% 100% 11 4 10 19 25% 0% 43% 9% 30% 23% 70% 100%
  • 65. - COBIT 0% 30% 70% 100% 19 10 7 6 14% 0% 45% 17% 30% 24% 70% 100%
  • 66. - Application Mgt 0% 30% 70% 100% 16 3 13 14 0% 30% 35% 30% 28% 70% 7%
  • 67. 7. Does your organization require existing IT staff to obtain IT framework certification ? No Yes 20 45 69% No 31% Yes
  • 68. 8. Does your organization require new IT Staff to have IT framework certification ? No Yes 20 45 69% No 31% Yes
  • 69. 9.What was related to your IT framework implementation ? In-house ITIL External ITIL IT framework External training for IT training for IT Others Software / tools consultants staff staff 25 32 19 15 1 16% 1% IT framework Software / tools 27% In-house ITIL training for IT staff 21% External ITIL training for IT staff 35% External consultants Others
  • 70. 10. Why did your organization implement IT framework ? To comply To comply with To improve To follow the with supplier management or To reduce costs the quality of companys global Dont know Others or customer business service standard requirements requirements 12 44 10 11 10 5 1 To reduce costs 11% 12% To improve the quality of service 47% To follow the companys global standard 11% 13% To comply with supplier or customer requirements 5% 1% To comply with management or business requirements Dont know
  • 71. 11 . What is your satisfaction after IT frame implementation Very Dissatisfied Neutral Satisfied Very satisfied dissatisfied 0 0 13 31 9 Very dissatisfied 17% 0% Dissatisfied 58% 0% Neutral 25% Satisfied Very satisfied
  • 72. Section B : Conference Evaluation1. Are you itSMF Member Non-itSMF Member 12 53 itSMF 82% 18% Member Non-itSMF Member
  • 73. 2. How did you know about the conference itSMF Email Friends Other website 8 26 23 11 itSMF 34% website 16% Email 12% Friends 38% Other Please specify: Boss,Company, Manager, Speaker invitation, Staff, Training Company, Vender, Member
  • 74. 3. The conference is well or Strongly Strongly Disagree Neutral Agree Disagree Agree 0 1 11 47 10 Strongly Disagree Disagree 68% 15% Neutral 0% 16% Agree 1% Strongly Agree
  • 75. 4. The location of the conference is appropriate for me Strongly Strongly Disagree Neutral Agree Disagree Agree 2 0 4 42 18 Strongly 27% Disagree Disagree 64% Neutral 3% 0% Agree 6%
  • 76. 5. Would you recommend the conference to friends ? No Maybe Yes 2 14 52 3% No 76% 21% Mayb e Yes
  • 77. 6. Overall evaluation of the conference. Poor Fair Average Good Excellent 0 3 7 47 10 Poor 15% 0% Fair 70% Average 10% 5% Good Excellent
  • 78. 7. Any additional suggestion or comment- Maybe better to separate the topic for those who did not yet kind much about ITIL andthose who ready certified - Good arrangement. The event should be held more often and have special price for member. The presentation in afternoon section is very good. - The event open lately, cant control the time.
  • 79. Section : C Speaker EvaluationSection : C Speaker EvaluationDr.Supachai Tangwongsan [ 9.30 -10.00 ]- The speakers demonstrated expertise on the - The topics relevant to my needs andtopicStrongly expectations Agre Strongly Strongly Strongly Disagre Disagree Neutral Disagree Neutral Agree e Agree Disagree Agree e 0 0 14 30 20 0 2 21 29 11 Strongly Disagree Strongly Disagree 0% Disagree 31% 18% 46% 3% Disagree 47% Neutral 22% 33% Neutral 0% Agree 0% Agree Strongly Agree
  • 80. Chris Bowden [ 11.00 - 11.45 ] - The topics relevant to my needs and expectations- The speakers demonstrated expertise on the topic Strongly Strongly Strongly Strongly Disagree Neutral Agree Disagree Neutral Agree Disagree Agree Disagree Agree 0 2 14 38 11 0 5 20 28 9 Strongly 15% 0% Strongly 0% Disagree 17% Disagree 8% Disagree 58% 3% 45% Disagree 22% Neutral 32% Agree Neutral
  • 81. Hon P Suen [ 13.30 - 14.15 ]- The speakers demonstrated expertise on the - The topics relevant to my needs and expectationstopic Strongly Strongly Strongly Strongly Disagree Neutral Agree Disagree Neutral Agree Disagree Agree Disagree Agree 0 0 12 42 13 0 1 16 37 9 Strongly Strongly Disagree 14% 0% Disagree Disagree 19% 2% Disagree 0% 59% 63% 0% Neutral 25% 18% Neutral Agree Agree Strongly Agree
  • 82. Parinya Hom -anek [ 14.15 - 15.00 ]- The speakers demonstrated expertise on the topic - The topics relevant to my needs and expectations Strongly Strongly Disagree Neutral Agree Strongly Strongly Disagree Agree Disagree Neutral Agree Disagree Agree 0 0 3 28 35 0 0 7 28 25 Strongly Strongly Disagree 53% Disagree Disagree 42% 0% Disagree 0% Neutral Neutral 5% 46% 0% 42% Agree Agree 0% 12% Strongly Strongly Agree Agree
  • 83. Tapakorn Siritanawutichai [ 15.20 - 15.50 ] - The topics relevant to my needs and- The speakers demonstrated expertise on the topic expectations Strongly Strongly Strongly Strongly Disagree Neutral Agree Disagree Neutral Agree Disagree Agree Disagree Agree 0 0 8 33 20 0 0 14 28 15 Strongly Strongly 33% Disagree 49% 26% Disagree 54% Disagree Disagree 0% 0% 25% Neutral 0% Neutral 0% 13%
  • 84. Section D : OthersSection D : Others1. What kind(s) of activities which you are expecting itSMF to organizefor you ? Sharing Co-event with other Site visit Others session associations 36 15 15 1 2% Sharing session 22% Site visit 54% 22% Co-event with other associations Others Please specify: E-mail address
  • 85. 2. Do you prefer weekday or weekend and what for the activities ? Weekday Weekend 51 9 85% 15% Weekday Weekend
  • 86. - Weekday - Weekend Morning Afternoon Evening Morning Afternoon 23 20 4 6 2 17% 47% Morning 50% Evening 53% 33% Morning Afternoon
  • 87. 3. How often do you prefer itSMF to organize the activities ? Monthly Quarterly Yearly Other 1 19 39 1 2% 1% Monthly 65% 32% Quarterly Yearly Other Please specify: Semi-annually
  • 88. Thank You