it smf post event report _12oct2011_final
DESCRIPTION
Last Conference 2011 ITSMF ThailandTRANSCRIPT
Post Event Report Event Theme: Continual ImprovementDate : Wednesday , 12th October 2011
Event agenda
8.30 – 9.00 Conference Registration
9.00 – 9.30 Opening welcome ( in Thai) Speaker: Khun Suwat Laicharoensup, Chairman of itSMF Thailand Association
9.30 – 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)
10. 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 Time
11.00 – 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
Event agenda
11.45 – 13.30 Lunch – Exhibition Time
13.30 – 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 one's involvement and contribution. Speaker: Mr. Hon P SuenitSMF International Executive Board
14.15 – 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 customer's perspective of IT's 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
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 Draw
Note: ITSMF Thailand Chapter reserves the right to amend and/or change the Conference agenda without prior notice.
Event agenda
Event attendance
Total Customer1Total 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%
3Total No-Show (1-2.1): 26 pre-registrants 43.9%
4Return Evaluation 72 sets Speakers 7 Person Package Sponsor - Platinum 10 Person - Gold 7 Person -Supported 15 Person
Morning Session9.30 - 10.00 am Keynote address 100 Attendees
10:00 - 10:45 am Go beyond and Endorsed by the world Class Standards 94 Attendees
11:00 - 11:45 am Introduction to Symantec Sevice Management Tools 91 Attendees
Afternoon Session
13:42 - 14:15 pm priSm - a new credential from itSMF 77 Attendees
14:15 - 15:00 pm 360 Degree IT Service Management and beyond 84 Attendees
15:20 - 15:50 pm A Practical View of Continual Improvement 77 Attendees
Event attendance
Registration
Event Decorations
souvenir
Partners booths
Khun Suwat LaicharoensupChairman of itSMF Thailand Association
Opening Welcome
Dr. Supachai TangwongsanChairman of the BoardSoftware Industry Promotion Agency ( SIPA)
Keynote address
Khun Mitree Prasan-atikomDeputy Managing Director
Information Technology Services Division
Datapro Computer Systems Co., Ltd.
Go beyond and Endorsed by the World Class Standards
Platinum sponsor slot
Mr. Chris Bowden SE Product Manager, APJ, Symantec Corporation
Introduction to Symantec Service Management Tools
Gold sponsor slot
Mr. Hon P SuenitSMF International Executive Board
priSM- a new credential from itSMF
Guest speaker slot
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
360 Degree IT Service Management and beyond
itSMF speaker
Khun Tapakorn SiritanawutichaiService Management Competency Manager Global Technology Services - Services Delivery IBM Global Service , IBM Thailand
A Practical View of Continual Improvement
itSMF speaker
Exhibition and networking break
Lunch
Lucky Draw
itSMF Evaluation Summary for 5th Annaul Conference 2011
Section A : Your Organization 1. Your company 's industry type
Agriculture Education
Government
Administration
Manufacturing &
ProcessingAutomotiv
eElectricity,Gas,Water
Food & Drink
Services,Pro.Service
Commerce &Finance
0 5 1 1 0 1 1 18 8
Energy Healthcare Transport &Logistics
Construction & Building
Finance and Insurance
ICT&Telecommunicati
onsWholesale
Trade Others
0 1 3 1 4 17 2 7
Section A : Your Organization
7%1%
1%1%
1%26%
11%
1%4%1%6%
24%
3% 10%
AgricultureEducationGovernment AdministrationManufacturing & ProcessingAutomotiveElectricity,Gas,WaterFood & DrinkServices,Pro.ServiceCommerce &FinanceEnergyHealthcareTransport &LogisticsConstruction & BuildingFinance and InsuranceICT&TelecommunicationsWholesale TradeOthers
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
- Computer Operator - IT Internal Auditor [ Quality Management ] - Senior IT Security Consultant
- 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 & data communication
- Manager Internal Audit&Conpliancecontrol office
- Service Management competency 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
3. The current number of IT in your organization
<50 51 to 100 101 to 500 501 to 1000 more than 1000
4 3 14 21 25
6% 4%
21%
31%
37%<50
51 to 100
101 to 500
501 to 1000
more than 1000
4.The current number of IT professionals in your organization
<10 10 to 24 25 to 49 50 to 99 more than 100
14 4 7 6 37
21%
6%
10%9%
54%
<10
10 to 24
25 to 49
50 to 99
more than 100
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 ?
If yes No (within 1 year) No (in 3 years)
39 5 13
68%9%
23%
If yes
No (within 1 year)
No (in 3 years)
- 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
43%
21%
36%If yes
No (within 1 year)
No (in 3 years)
- 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
24%
12%
65%If yes
No (within 1 year)
No (in 3 years)
- 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
58%
8%
33%
If yes
No (within 1 year)
No (in 3 years)
- 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
44%
11%
44%If yes
No (within 1 year)
No (in 3 years)
- Internal developed IT Service Management framework
If No and what kind of IT framework will your organization implement ?
If yes No (within 1 year) No (in 3 years)
7 4 3
50%
29%
21%
If yes
No (within 1 year)
No (in 3 years)
- 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
79%
7%
14%
If yes
No (within 1 year)
No (in 3 years)
6.What have been implemented in your organizationService Strategy
- Demand Mgt0% 30% 70% 100%10 11 15 9
22%24%
33% 20%0%
30%
70%
100%
- Strategy Generation0% 30% 70% 100%10 11 11 12
23%
25%25%
27% 0%
30%
70%
100%
- Financial Mgt0% 30% 70% 100%7 8 18 13
15%
17%
39%
28%0%
30%
70%
100%
- Service Portfolio Mgt0% 30% 70% 100%10 8 12 13
23%
19%28%
30% 0%
30%
70%
100%
Service Design- Service Catalog Mgt
0% 30% 70% 100%10 9 5 20
23%
20%
11%
45%0%
30%
70%
100%
- Service Continuity Mgt0% 30% 70% 100%8 9 10 17
18%
20%
23%
39% 0%
30%
70%
100%
- Supplier Mgt0% 30% 70% 100%11 11 9 16
23%
23%19%
34% 0%
30%
70%
100%
17%
13%
23%
47%0%
30%
70%
100%
- Service Level Mgt0% 30% 70% 100%8 6 11 22
- Availability Mgt0% 30% 70% 100%
7 10 8 23
15%
21%
17%
48%
0%
30%
70%
100%
- Information Security Mgt0% 30% 70% 100%7 9 8 25
14%
18%
16%
51%
0%
30%
70%
100%
- Capacity Mgt0% 30% 70% 100%8 8 11 20
17%
17%
23%
43%0%
30%
70%
100%
Service Operation- Incident Mgt
0% 30% 70% 100%5 9 8 33
9%
16%
15%
60%
0%
30%
70%
100%
- Event Mgt0% 30% 70% 100%8 10 13 16
17%
21%
28%
34%0%
30%
70%
100%
'- Access Mgt0% 30% 70% 100%4 15 15 15
8%
31%
31%
31%0%
30%
70%
100%
- Problem Mgt0% 30% 70% 100%4 9 8 28
8%18%
16%
57%
0%
30%
70%
100%
- Request Fulfillment0% 30% 70% 100%7 12 9 23
14%
24%
18%
45%0%
30%
70%
100%
- Operations Mgt0% 30% 70% 100%
6 8 13 21
13%17%
27%
44%0%
30%
70%
100%
Continual Service Improvement- Service Measurement
0% 30% 70% 100%7 8 7 23
16%
18%
16%
51%
0%
30%
70%
100%
- Service Improvement0% 30% 70% 100%8 7 9 23
17%
15%
19%
49%
0%
30%
70%
100%
- Service Reporting 0% 30% 70% 100%5 8 12 23
10%
17%
25%
48%
0%
30%
70%
100%
Service Transition- Knowledge Mgt
0% 30% 70% 100%9 12 14 15
18%
24%
28%
30%0%
30%
70%
100%
- Asset and Configuration Mgt0% 30% 70% 100%9 8 13 23
17%
15%
25%
43%0%
30%
70%
100%
- Transition Planning and Support0% 30% 70% 100%10 12 11 15
21%
25%23%
31% 0%
30%
70%
100%
- Evaluation0% 30% 70% 100%11 14 10 14
22%
29%20%
29%0%
30%
70%
100%
- Change Mgt0% 30% 70% 100%8 5 10 28
16%
10%
20%
55%
0%
30%
70%
100%
- Release and Deployment Mgt0% 30% 70% 100%9 8 12 21
18%
16%
24%
42%0%
30%
70%
100%
- Service Validation and Testing0% 30% 70% 100%10 10 13 16
20%
20%27%
33% 0%
30%
70%
100%
Others- Service Desk
0% 30% 70% 100%7 5 8 32
13%
10%
15%
62%
0%
30%
70%
100%
- Software and Asset Mgt0% 30% 70% 100%7 7 15 15
16%
16%34%
34%0%
30%
70%
100%
- ISO 200000% 30% 70% 100%11 4 10 19
25%
9%
23%
43% 0%
30%
70%
100%
- COBIT0% 30% 70% 100%
19 10 7 6
45%
24%
17%
14% 0%
30%
70%
100%
- Application Mgt0% 30% 70% 100%16 3 13 14
35%
7%28%
30% 0%
30%
70%
100%
7. Does your organization require existing IT staff to obtain IT framework certification ?No Yes20 45
31%69% No
Yes
8. Does your organization require new IT Staff to have IT framework certification ?No Yes20 45
31%69% No
Yes
9.What was related to your IT framework implementation ?
IT framework Software / tools
In-house ITIL training for IT
staff
External ITIL training for IT
staffExternal
consultants Others
25 32 19 15 1
27%
35%
21%
16%1% IT framework Software / tools
In-house ITIL training for IT staff
External ITIL training for IT staff
External consultants
Others
10. Why did your organization implement IT framework ?
To reduce costsTo improve
the quality of service
To follow the company's global
standard
To comply with supplier or customer
requirements
To comply with management or
business requirements
Don't know Others
12 44 10 11 10 5 1
13%
47%
11%12%
11%
5%1%
To reduce costs
To improve the quality of service
To follow the company's global standard
To comply with supplier or customer re-quirements
To comply with management or business requirements
Don't know
Others
11. What is your satisfaction after IT frame implementationVery
dissatisfied Dissatisfied Neutral Satisfied Very satisfied
0 0 13 31 9
25%
58%
17% Very dissatis-fied
Dissatisfied
Neutral
Satisfied
Very satisfied
Section B : Conference Evaluation1. Are you
itSMF Member Non-itSMF Member
12 53
18%82%itSMF MemberNon-itSMF Member
2. How did you know about the conference
itSMF website Email Friends Other
8 26 23 11
12%38%
34% 16% itSMF website
Friends
Other
Please specify: Boss,Company, Manager, Speaker invitation, Staff, Training Company, Vender, บริ�ษั�ทเป็น Member
3. The conference is well or Strongly Disagree Disagree Neutral Agree Strongly
Agree0 1 11 47 10
1%16%
68% 14%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
4. The location of the conference is appropriate for meStrongly Disagree Disagree Neutral Agree Strongly
Agree2 0 4 42 18
3%6%
64%
27% Strongly DisagreeDisagreeNeutralAgreeStrongly Agree
5. Would you recommend the conference to friends ?No Maybe Yes2 14 52
3%
21%76%
No
Maybe
Yes
6. Overall evaluation of the conference.Poor Fair Average Good Excellent
0 3 7 47 10
4%
10%
70%
15%Poor
Fair
Average
Good
Excellent
7. Any additional suggestion or comment- Maybe better to separate the topic for those who did not yet kind much about ITIL and those 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, can't control the time.
Section : C Speaker EvaluationDr.Supachai Tangwongsan [ 9.30 -10.00 ]- The speakers demonstrated expertise on the topicStrongly Disagre
eDisagree Neutral Agre
eStrongly
Agree
0 0 14 30 20
22%
47%
31%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Section : C Speaker Evaluation
3%
33%
46%
17%Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
- The topics relevant to my needs and expectationsStrongly Disagree Disagree Neutral Agree Strongly
Agree0 2 21 29 11
Chris Bowden [ 11.00 - 11.45 ]- The speakers demonstrated expertise on the topic
Strongly Disagree Disagree Neutral Agree Strongly
Agree
0 2 14 38 11
- The topics relevant to my needs and expectations
Strongly Disagree Disagree Neutral Agree Strongly
Agree
0 5 20 28 9
3%
22%
58%
17%Strongly DisagreeDisagree NeutralAgreeStrongly Agree
8%
32%
45%
15% Strongly DisagreeDisagree NeutralAgreeStrongly Agree
Hon P Suen [ 13.30 - 14.15 ]- The speakers demonstrated expertise on the topicStrongly Disagree Disagree Neutral Agree Strongly
Agree
0 0 12 42 13
- The topics relevant to my needs and expectations
Strongly Disagree Disagree Neutral Agree Strongly
Agree
0 1 16 37 9
18%
63%
19%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
2%
25%
59%
14%Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Parinya Hom -anek [ 14.15 - 15.00 ]- The speakers demonstrated expertise on the topic
Strongly Disagree Disagree Neutral Agree Strongly
Agree
0 0 3 28 35
- The topics relevant to my needs and expectationsStrongly Disagree Disagree Neutral Agree Strongly
Agree
0 0 7 28 25
5%
42%
53%Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
12%47%
42%Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Tapakorn Siritanawutichai [ 15.20 - 15.50 ]- The speakers demonstrated expertise on the topic
Strongly Disagree Disagree Neutral Agree Strongly
Agree
0 0 8 33 20
- The topics relevant to my needs and expectations
Strongly Disagree Disagree Neutral Agree Strongly
Agree
0 0 14 28 15
13%
54%
33%Strongly DisagreeDisagree NeutralAgreeStrongly Agree
25%
49%26%
Strongly DisagreeDisagree NeutralAgreeStrongly Agree
Section D : Others1. What kind(s) of activities which you are expecting itSMF to organize for you ?
Sharing session Site visit Co-event with other
associations Others
36 15 15 1
Section D : Others
54%
22%
22%1%
Sharing session
Site visit
Co-event with other as-sociations
Others
Please specify: E-mail address
2. Do you prefer weekday or weekend and what for the activities ?Weekday Weekend
51 9
85%15% Weekday
Weekend
- WeekdayMorning Afternoon
23 20
- WeekendEvening Morning Afternoon
4 6 2
53%47% Morning
Afternoon33%
50%
17%Evening
Morning
Af-ter-noon
3. How often do you prefer itSMF to organize the activities ?Monthly Quarterly Yearly Other
1 19 39 1
2%
32%65%
2%
Monthly
Quarterly
Yearly
Other
Please specify: Semi-annually
Thank You