In today's business world changes exists everywhere within the dynamic environment of all businesses. All enterprises, big or small, must meet continuous challenges created from the changes of business requirements. These changes in business requirements have created mounting expectation on the performance of IT in terms of increased throughput and reduced cost. The demand for IT to respond rapidly and accurately to the needs of business challenges has never been steeper.

Without a proper change management process, businesses fall into the danger of implementing changes that fail to create real benefits, but wastage of manpower and resources. The capability to manage changes effectively has become one of the critical success factors for any business to prosper.

To almost all businesses IT is an integral part of the business operations. Change management for IT is therefore critical to all effort of business management and development. All successful change management practices share common characteristics: good planning, mitigated risks, articulated complexity and top-down sponsorship.

As an IT Service Management professional, how would you deal with the challenges for implementing changes? What are some of the best practices integrating processes, organization, tooling and metrics that can pave way for a successful change implementation?

The itSMF Hong Kong Chapter is organizing a workshop for you to explore further on these issues. You will have the opportunity to hear the experience of the guru in unraveling the challenges of implementing changes in IT services, followed by some real life case studies. The workshop also provides opportunities for entering open discussions with our speakers and experienced change implementers for exchanging views, thoughts and insights.

Don't miss this opportunity that will deepen your understanding of effective Change Management. To register, please click the Registration button below to reserve the seat. As we have limited space, seats will be confirmed on a first-come-first-serve basis. Please deposit your cheque to itSMF Hong Kong Chapter Limited, HSBC Account No. : 400-181566-001. After making the transfer, please put your name, email address and contact phone number at the back of the Bank's receipt, and fax it back to us at (852) 2180-9653 on or before April 3. You will be contacted when your registration is confirmed. Should you have further enquiries, please forward them to info@itsmf.org.hk.

Agenda:

Mr. Carl Howard is the President of Availi Corp and a niche player in the ITSM world. A result oriented and customer focused consultant with 15+ years in Service Support and Delivery functions. Using IT Service Management Best Practices such as ITIL, TQM, CMMI, and practical experience he has gained over the past 10+ years, has helped many firms align their IT functions to their business objectives. He is a realist with the belief that process and organizational alignment is the foundation to all IT functions and understands the importance of quick wins and actual implementation. Among Mr. Howard's certification he holds an ITIL Service Manager Certification and a Six Sigma Black Belt. With each implementation, he develops solutions that demonstrate his passion for ITSM. This strong desire to be part of a client's success in supporting their business needs is at the core of his commitment for achievement. In 1995 he began his quest to implement process and functional improvements that would increase the quality of IT and improve customer service. He quickly discovered that the Service Desk (Helpdesk, Call-Center etc) was at the core of managing these perceptions and the conduit to the other functions of the IT infrastructure. At that time he was the appointed Problem Manager for IBM Global Services at JPMorgan Japan. Through his work and achievements, his next task at JPM was to improve the Service Desk, through which he designed a model that incorporated Business Aligned Satellite Desks to not only improve first line closure rates but implement the Service Level Management process in parallel, this was done while balancing a chaotic trade floor. Through his career in Japan he has seen the internal operations of Morgan Stanley, Citibank, Sumitomo, JPMorgan Chase and others while consulting for firms such as IBM and EDS. Positions he has implemented (owned) and passed on consist of Service Desk Manager, Change Manager, Problem Manager, Configuration Manager, Service Level Manager and others. All this accomplished during 2 large mergers, involvement in various IT continuity/BCP sites and supporting other Asia Pacific locations such as Singapore and Hong Kong. After his return to the US (2001) he engaged ITIL projects in Several Fortune 50 companies and the Pentagon. Carl currently resides back in Asia (where he calls home) and still rolls up his sleeves to dig into projects and enjoys passing on lessons learnt whenever he has time.