Day 1 — Monday, May 5th Day 2 — Tuesday, May 6th Day 3 — Wednesday, May 7th Day 4 — Thursday, May 8th	Who should attend the conference? Register and make your hotel reservations What will I get out of this conference?

Day 1 — Monday, May 5th

12:00 - 7:00pm	Registration
12:00 - 5:30pm	Optional Pre-Conference Working Session
	Solving Advanced Service Catalog Challenges (Exclusive session - available for newScale customers, by advance registration only - includes lunch) Stump the Experts! In this focused drill-down session, join a team of newScale experts to dive into real life Service Catalog design challenges and solutions. Registrants will be invited to submit their toughest challenges two weeks prior to the conference. During the session, the experts will present their solutions to your challenges to the group. Challenge categories include: User Friendliness: Get help designing your request forms that are understandable to the user, and efficient and thorough for IT. Reporting: For good reporting, you'll need to design services that are measurable, and integrate them with your reporting tools. Interactive Forms: Need help creating an Interactive Service Form? Submit a challenge to the newScale team. Other Challenges: Submit to the team and we'll field as many as time allows.
6:00 - 7:30pm	Welcome Reception

return to top ^

Day 2 — Tuesday, May 6th

7:30 - 8:30am	Registration & Continental Breakfast
8:30 - 8:45am	Welcome & Introductions
8:45 - 9:45am	Opening Keynote - Introducing IT 2.0: Making IT Relevant to the Business Scott Hammond, CEO, newScale The role of IT continues to evolve. Today it is no longer sufficient to provide a reliable, effective infrastructure. Your business customers expect more. This session will introduce IT 2.0: a new era where IT must become a relevant change agent for the business. It's a model where IT truly takes care of business - both managing IT as a business and moving forward the business of the enterprise. Are you ready? Scott will outline where a Service Catalog fits in the IT 2.0 model, and how it can help IT implement the Front Office processes required to take care of business.
9:45 - 10:15am	General Session - Service Catalog: "One of the Best Things IT Has Ever Done" A Service Catalog and Request Fulfillment Case Study Presentation Learn why the Service Catalog initiative was a huge success for this global IT organization and how it became the leading light within their reinvigorated ITIL program. Hear how they deployed an actionable Service Catalog integrated with request fulfillment, providing a one stop shop for all IT service requests. Find out how they achieved immediate benefits, including both financial payback and greater IT credibility - with improved IT governance, service automation, cost controls, and feedback that the Service Catalog is "One of the best things IT has ever done".
10:15 - 10:305am	Break
10:30 - 11:20am	General Session - Executive Panel: CIO Priorities and the IT Service Catalog Featuring Executive Panel Members from Multiple Industries Sometimes it seems like the priorities of the CIO just don't align with the day-to-day realities of delivering IT services to the business. This panel discussion - featuring IT executives from several different industries - will provide insight into what keeps CIOs up at night, what their metrics for success are, and how a Service Catalog project can help the CIO achieve these goals. The panelists will share their own experiences and challenges in this interactive discussion.
11:20 - 11:50am	General Session - Service Catalog: Foundation for Strategic Business Alignment A Service Catalog and Service Portfolio Management Case Study Presentation This case study - from one of the world's largest and most admired investment firms - highlights how a Service Portfolio and Service Catalog can improve cost transparency, demand management, and IT-business alignment. Learn what methodologies they used, including ITIL and analyst research, to define their portfolio of IT service offerings. Hear how they are rolling out their Service Catalog to establish a cost model for annual budgeting, benchmark services against industry standards, and quantify the value of IT for the business in financial terms.
11:50 - 12:00pm	Break for Lunch
12:00 - 1:15pm	Lunch - Sponsored by ManageSoft
	Business Track		Technical Track
1:15 - 2:00pm	Rolling Out Services in a Shared Services Environment The shared services model allows organizations to centralize and consolidate common corporate services, in order to improve efficiency and achieve economies of scale. Hear real-world examples of how to deploy a Service Catalog in a shared services model. Learn from a panel of newScale customers as they talk about their experiences with rolling out IT services across multiple business units.		Enabling Service Automation and Operational Efficiency Through Integration This panel discussion focuses on best practices for integration in a Service Catalog program. We will review example integrations with LDAP/SSO, help desk, ID management, software distribution, and other 3rd party systems. This session will also examine the benefits of integration, based on real-world examples - including process efficiency, improved reliability, and faster cycle times.
2:00 - 2:15pm	Break
	Business Track		Technical Track
2:15 - 3:00pm	Organizing Your Project Team For Success - Roles and Staffing Best Practices Centralized or de-centralized service teams, on-site or off-shore staff, face-to-face interaction or on-line collaboration? These are just a few of the questions involved in determining the right roles, structure, and staff for your Service Catalog program. Panelists from the hospitality, financial services, and manufacturing industries will discuss team structures that worked for them and provide suggestions on roles and staffing.		Real-World Scenarios for Deploying a Service Catalog in a Global Organization This panel features representatives from U.S.-based and international organizations in retail, energy, financial services, and other sectors - for a discussion on best practices for deploying a Service Catalog in a global environment. The panel will cover both technical and business topics, including global standards, distributed service design across multiple geographies, and service delivery in a 24 x 7 world.
3:00 - 3:15pm	Break
3:15 - 4:00pm	Using Your Service Catalog as the Cornerstone for ITIL v3 and a Service-Centric Transformation As the foundation for defining services and communicating with the business, the Service Catalog can ensure a service-centric approach to ITIL. This panel session features ITIL practitioners and industry experts discussing the implications of changes from v2 to v3, perspectives on ITIL adoption, and how ITIL v3 can help increase the visibility and impact of your Service Catalog initiative.		Leveraging Packaged Content to Accelerate Service Catalog Time-to-Value This interactive workshop presentation will showcase innovative new capabilities and pre-built Service Catalog content. Learn about new packaged service content and how tools to move and share content across systems can help to shorten deployment times for new services, facilitate service component re-use, and make complex service design easier.
4:00 - 4:15pm	Break
4:15 - 6:15pm	Service Catalog Expo and Cocktail Reception Come ready to ask questions of the experts at newScale and other premier Service Catalog solution providers. Product managers and services staff will be available in a series of booths to provide insights on key solutions, review new service offerings, discuss specific customer issues, and provide feedback and answers to individual questions. Expo areas will showcase several providers and solutions, including: Accenture ManageSoft Northwind Siemens Third Sky newScale Strategic Services newScale Content Libraries newScale Knowledge Services newScale PortfolioCenter and DemandCenter newScale Analytics and Reporting newScale RequestCenter
7:00 - 10:30pm	Conference Dinner Event - Sponsored by newScale and Partners

return to top ^

Day 3 — Wednesday, May 7th

8:00 - 9:00am	Registration & Continental Breakfast
9:00 - 9:45am	General Session - A Transformation Approach for IT Service Management Diamond Sponsor Presentation - Featuring Accenture Intensifying scrutiny on business performance presents a clear imperative to build and secure the relevance of IT within the business. Failure to do so could result in a decline in the influence of IT across the organization. ITIL version 3 provides the platform to reshape and reposition the IT department as a true service provider to the business. Hear Accenture's recommendations on how to achieve this transformation and best maximize success with ITIL version 3.
9:45 - 10:15am	General Session - The Service Catalog Journey: Establishing an IT Front Office Featuring Service Catalog Experts and Panel Members from Multiple Industries Most IT organizations are at the early stages of their Service Catalog journey - we still have a lot to learn from each other. What have we learned from our collective experiences? What are the learnings and best practices? What kind of organizational change is required? What does the optimal project team look like? What kind of skill set is needed for a successful Service Catalog? This panel discussion will cover the key elements of the Service Catalog journey, addressing the Strategy, Process, People & Technology requirements for a customer-focused IT Front Office.
10:30 - 10:55am	Break
10:55 - 11:40am	General Session - Unique and Impactful Use Cases that Extend the Value of a Service Catalog for Greater Business Impact Featuring Service Catalog Experts and Panel Members from Multiple Industries Once again, our team of experts has compiled some of the most unique and impactful uses of newScale Service Catalog solutions from our customer base. These include an end-to-end ID provisioning process; an automated service migration process; a closed loop requisition-delivery-invoicing process for telecom services; usability testing that borrows from B2C e-commerce concepts; and more. Discover these innovative ideas and apply them to our own organization to extend the value of your Service Catalog program!
	Business Track		Technical Track
11:40 - 12:25pm	Service Catalog Case Study Presented by Siemens Many IT shops are modeling their operations to run more like that of an external service provider. Here's your chance to learn how they do it! Siemens is deploying newScale RequestCenter to provide self-service Request Management and a consolidated view into the Siemens Service Catalog for their clients. Hear how services are designed, published, requested, and delivered at a leading managed services provider. Specific topics will include integrated self-help & software license management.		SPACL - Service Portfolio and Catalog Language How do you define a "service"? Services are defined at different levels in the Service Catalog, in the Service Portfolio, in financial systems, in provisioning systems, and a myriad of other applications. But there hasn't been a common definition that can traverse these systems. The Service Portfolio and Catalog Language (SPACL) provides a standards-based framework to share Service Catalog information with other IT functional areas and promote the exchange of service definition content across multiple systems.
12:25 - 12:35pm	Break for Lunch
12:35 - 1:45pm	Birds-of-a-Feather Lunch
	Departure or Dinner on Your Own

return to top ^

Exclusive Customer-Only Sessions

1:45 - 2:25pm	General Session - Preview of Enhancements in the Upcoming newScale 2008 Product Release The next major release for the newScale FrontOffice™ Suite is quickly approaching. Learn about the new features and enhancements of this release to plan your Service Catalog program for 2008. This newScale-led session will include highlights of the new capabilities and a sneak peek product demonstration, with audience feedback and discussion.
	Customers - Business Track		Customers - Technical Track
2:30 - 3:15pm	Driving Continual Service Improvement With Analytics and Reporting The old saying goes, "If you can't measure it, you can't manage it". How do you apply this to your Service Catalog initiative? A panel of experts - featuring both product specialists and fellow practitioners - will discuss how advanced reporting and analysis can help to provide visibility into service demand, streamline the service delivery process, and eliminate fulfillment bottlenecks.		newScale Upgrade Best Practices and Methodologies Learn how to plan for future upgrades, when to time your upgrades, and what to expect with your next upgrade. This newScale customer-led discussion will dig into practical examples of what works - and what doesn't work - to ensure a smooth and successful transition in your upgrade. Learn the keys to success for upgrades from fellow customers and implementation experts.
3:15 - 3:30pm	Break
	Customers - Business Track		Customers - Technical Track
3:30 - 4:15pm	How to Successfully Expand Your Service Catalog Program This session will address long-term program planning, with anecdotal experiences and best practices from successful multi-year programs. Panelists will discuss how their programs evolved over time and how they plan ahead for maximum effectiveness. Topics covered include newScale upgrade strategies, expansion projects, staffing over time, and more.		Tips and Tricks for Effective Service Design - Learn from the Experts This interactive workshop presentation will dive into practical examples of service design, with tips and tricks based on real-world situations. Learn how to leverage advanced newScale product capabilities for designing effective services. Discover best practices and how to avoid common service design pitfalls from product specialists and implementation experts.
4:15 - 4:20pm	Break
	newScale Customer Track
4:20 - 5:00pm	General Session - newScale Solutions Roadmap - 2008 and Beyond Presenter: Bill Fine, Product Strategy, newScale newScale’s product management executive will present the roadmap and strategic direction for upcoming product enhancements and long-term future products from the Service Catalog market leader. This "can't miss" session includes previews of innovative new product capabilities and highlights many of the key business benefits to expect from future releases.
5:00 - 5:15pm	Final Conference Wrap-up
	Departure or Dinner on Your Own

return to top ^

Day 4 — Thursday, May 8th

8:00 - 9:00am	Continental Breakfast
	Optional Post-Conference Training
9:00 - 5:00pm	ITIL® v3 Foundation Bridging Course in IT Service Management Presented by Third Sky The ITIL® v3 Bridging Course is provided to give candidates a fast track route to an ITIL version 3 Foundation certificate level of knowledge. This course is only intended for existing holders of ITIL Foundation Certificates from earlier ITIL versions. The ITIL Foundation v3 Bridging course highlights the new topics in ITIL version 3 and the main differences from earlier ITIL versions. Candidates can expect to gain the necessary knowledge and understanding of ITIL v3 upon successful completion of the components related to this certification.

return to top ^