I'll be speaking at...

Lehigh-Delaware Valley itSMF LIG Meeting
December 13, 2006
12:30PM (registration) – 3:30PM
At: Microsoft
Malvern, Pennsylvania
You Must RSVP itSMF USA Lehigh Delaware Valley LIG by 06 Dec 2006 (for security badges and head count)

Topics:
"Introducing Knowledge – Centered Support”
Speakers: Chris Wade – Chris Garnet
What is the one thing that never seems to be fully captured? Tribal knowledge! All the expertise regarding a specific topic inevitably seems to be located down a winding pathway leading to single individual. Yet in ITIL, we want our Service Desk positioned to know what actions need to occur to fix an incident. Especially when there is a significant incident impacting a business service! How is this knowledge gathered? What are the real life approaches and the challenges involved?

Chris Wade has over 20 years experience as a provider, buyer and user of software systems that cover customer, IT, quality and ERP management. Chris worked for Mars Incorporated for fourteen (14) years during which time he gained extensive experience with management of global multi-departmental and cross-divisional business processes. Chris is currently VP of Operations at Infra Corporation.

Chris Garnet has over 15+ years experience delivering technology business solutions in startup and large corporate environments. Chris has worked at Aventis Pharma as Head of Global Change & Problem Management and was responsible for implementing a Global Help Desk application in the Americas, EMEA and Asia Pacific that supported seven languages.

“What I learned attending the 2006 itSMF USA convention in Salt Lake City, Utah”
Speaker: Ron Przywara
Pre-conference seminars
Seven different focus tracks from “intro” to “expert”, including topics such as:
ITIL V3, IT Governance and compliance, and much more
Keynote speakers
Alison Levine (Mt. Everest expedition)
Captain James Lovell (Apollo 13)
Sharon Taylor (chief architect ITIL v3)
Erik Guldentops (CobiT & ITIL)
Vendor Expo
Conference Website: itSMF USA Membership has it’s privileges!

Ron Przywara is the Practice Director, IT Service Management for Veris Associates, Inc. He is responsible for IT Infrastructure Library (ITIL) and ITSM education, training and consulting. Ron’s experiences include managing the accounts and technical teams supporting the infrastructure, tools and business models of Fortune 500 companies.

Don't miss this informative and interactive meeting!
Directions to Microsoft, Malvern can be found on the ITSMF USA web site: