PACRIM Conference & Expo 2010, Sydney, Australia


I was invited to speak at the PacRim conference as an international keynote speaker in Sydney for the third time. The topic of my keynote session was The Future of the Internal Service Provider Key Social and Technology Advancements and How They Impact the Service Providers.

I was also part of an interactive delegate-driven panel discussion, a roundtable discussion on COBIT and How it Relates to Service Management, and a panel discussion on the importance of realizing the implications and dependencies between “People” and “Process.”

I conducted two 1/2-day workshops. One workshop was on Best Practices in Motivating, Training and Retaining CSRs and the second one was on Eliminate Incidents BEFORE They Occur: Strategies for Implementing Reactive and Proactive Problem Management.

This picture is from the conference theme party.

Topic Overview

The Future of the IT Service Provider: Key Social and Technology Advancements and How They Impact the IT Service Provider (Keynote)

With the integration of IT and the Business, the IT Service Provider can lead the way to social and business change. IT services are integral to the success of the company, and the IT service provider must be on top of aligning IT priorities to the needs of the business. This presentation doesn’t predict the future but instead looks at trends, issues facing the IT organization that must be addressed. If you have heard of Moore’s law, it is time you heard of Mohr’s law. Now is the time for change!

In this session we will better understand:

  • What skills will the service provider need to sustain IT-Business integration?
  • How will knowledge management advance the way that we interface with our customers?
  • Will social networking change how we build and sustain a relationship with end users?
  • What is the impact of social networking, Enterprise 2.0, Wave 4 of Mobile Computing?
  • Why is service mapping so important to value delivery?
  • How will Green IT impact the way we do business?
  • How can we better leverage Business Analytics to improve business-IT integration, and
  • How this will impact the future of the service provider?

Best Practices in Motivating, Training and Retaining CSRs (Workshop)

Eight of the ten top reasons for employee retention, as reported in the Employee Motivation Survey from, are in your control. As a manager, it is your responsibility to learn how to successfully motivate your staff. Your job is to find ways to monitor performance, measure employee’s success, reward, train, and the end result, retain your staff.

Best practices provide a roadmap on how to attain employee motivation and reduce turnover. But what are best practices and how can you apply them to meet the needs of your environment? In this workshop, we will provide you with a best practice roadmap that demonstrates how all the critical elements of “human asset management” fit together and work.

Eliminate Incidents BEFORE They Occur: Strategies for Implementing Reactive and Proactive Problem Management (Workshop)

Problem Management can drive value to the business by eliminating failures to the infrastructure and by preventing incidents and problems from occurring through analysis of historical data and trend analysis. This workshop investigates the core requirements of problem management including its relationship to incident management and the incident/problem/change lifecycle. We look at a case study implementation of the ITIL problem management process and illustrate how to map out problem management utilizing swim-lane or cross-functional diagrams. All key technology interfaces will be depicted along with the critical function of the technical support partners throughout the problem management process. A focus will be placed on developing strong internal communication and managing the change to the IT culture. Technical Support Partner’s roles and responsibilities are defined. Strategies for effective Proactive Problem Management will be demonstrated and explored.

About the Author:

Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching — her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.

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