It smf post event report _12oct2011_final

Post Event Report
Event Theme: Continual Improvement
Date : 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)

Event agenda

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 Suen
itSMF 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 attendance

Total Customer
1Total 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%
pre-
3Total No-Show (1-2.1): 26 43.9%
registrants

4Return Evaluation 72 sets
Speakers 7 Person
Package Sponsor
- Platinum 10 Person
- Gold 7 Person
-Supported 15 Person

Event attendance

Morning Session
9.30 - 10.00 am Keynote address 100 Attendees
Go beyond and Endorsed by the world
10:00 - 10:45 am 94 Attendees
Class Standards
Introduction to Symantec Sevice
11:00 - 11:45 am 91 Attendees
Management Tools

Afternoon Session
13:42 - 14:15 pm priSm - a new credential from itSMF 77 Attendees
360 Degree IT Service Management and
14:15 - 15:00 pm 84 Attendees
beyond
A Practical View of Continual
15:20 - 15:50 pm 77 Attendees
Improvement

Opening Welcome

Khun Suwat Laicharoensup
Chairman of itSMF Thailand Association

Keynote address

Dr. Supachai Tangwongsan
Chairman of the Board
Software Industry Promotion Agency ( SIPA)

Platinum sponsor slot

Go beyond and Endorsed by the World Class Standards

Khun Mitree Prasan-atikom
Deputy Managing Director
Information Technology Services Division
Datapro Computer Systems Co., Ltd.

Gold sponsor slot

Introduction to Symantec Service Management Tools

Mr. Chris Bowden
SE Product Manager, APJ,
Symantec Corporation

Guest speaker slot

priSM- a new credential from itSMF

Mr. Hon P Suen
itSMF International Executive Board

itSMF speaker

360 Degree IT Service Management and beyond

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

itSMF speaker

A Practical View of Continual Improvement

Khun Tapakorn Siritanawutichai
Service Management Competency Manager
Global Technology Services - Services Delivery
IBM Global Service , IBM Thailand

Exhibition and networking break

itSMF Evaluation Summary for 5th Annaul
Conference 2011

Section A : Your Organization

Section A : Your Organization
1. Your company 's industry type

Governme
Manufactu
Agricultur nt Automotiv Electricity, Food & Services,Pr Commerce
Education ring &
e Administra e Gas,Water Drink o.Service &Finance
Processing
tion

0 5 1 1 0 1 1 18 8

ICT&
Transport Constructio Finance and Wholesale
Energy Healthcare Telecommunicati Others
&Logistics n & Building Insurance Trade
ons

0 1 3 1 4 17 2 7

Agriculture
Education
Government Administration
Manufacturing & Processing
Automotive
Electricity,Gas,Water
Food & Drink
Services,Pro.Service
Commerce &Finance
Energy
Healthcare
Transport &Logistics
Construction & Building
Finance and Insurance
ICT&Telecommunications
Wholesale Trade
Others

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
- IT Internal Auditor [ Quality
- Computer Operator - Senior IT Security Consultant
Management ]
- 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 & - Manager Internal - Service Management competency
data communication Audit&Conpliancecontrol office 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
more than
<50 51 to 100 101 to 500 501 to 1000
1000

4 3 14 21 25

to

to

to

more than

4.The current number of IT professionals in your organization
more than
<10 10 to 24 25 to 49 50 to 99
100

14 4 7 6 37

to

to

to

more than

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 ?
No (within 1
If yes No (in 3 years)
year)
39 5 13

9%
If yes
68%
No (within 1 year)
23%
No (in 3 years)

- IBM SMSL ( System Management Solution Lifecycle)

If yes No (within 1 year) No (in 3 years)

6 3 5

If yes
No (within year)
No (in years)

- Cobit ( Control Objective for Information and related technology )


4 2 11

If yes

No (within year)

No (in years)

- HP ITIL ( HP IT Information Library )


7 1 4

If yes

No (within year)

No (in years)

- MOF ( Microsoft Operations Framework )


4 1 4

If yes

No (within year)

No (in years)

- Internal developed IT Service Management framework


7 4 3

If yes

No (within year)

No (in years)

- Other (Please specify):___


11 1 2

7% If yes

79% No (within 1 year)
14%

No (in 3 years)

6.What have been implemented in your organization
Service Strategy
- Demand Mgt
0% 30% 70% 100%
10 11 15 9

33% 0%
20%
30%
22%
25% 70%

100%

- Strategy Generation
0% 30% 70% 100%
10 11 11 12

- Financial Mgt
0% 30% 70% 100%
7 8 18 13

- Service Portfolio Mgt
0% 30% 70% 100%
10 8 12 13

Service Design
- Service Catalog Mgt
0% 30% 70% 100%
10 9 5 20

- Service Continuity Mgt
0% 30% 70% 100%
8 9 10 17

18% 0%
39%

20% 30%

70%
23%

100%

- Supplier Mgt
0% 30% 70% 100%
11 11 9 16

0%
24%
34%
30%

23% 70%
19%
100%

- Service Level Mgt
0% 30% 70% 100%
8 6 11 22

17% 0%
47%
13%
30%

23% 70%

100%

- Availability Mgt
0% 30% 70% 100%
7 10 8 23

14% 0%
48%
21% 30%

17% 70%

100%

- Information Security Mgt
0% 30% 70% 100%
7 9 8 25

14% 0%

51% 19% 30%

16% 70%

100%

- Capacity Mgt
0% 30% 70% 100%
8 8 11 20

17% 0%
43%
17% 30%

23% 70%

100%

Service Operation
- Incident Mgt
0% 30% 70% 100%
5 9 8 33

9%
0%
60% 16% 30%
15% 70%

100%

- Event Mgt
0% 30% 70% 100%
8 10 13 16

17%
34% 0%
21% 30%

28% 70%

100%

'- Access Mgt
0% 30% 70% 100%
4 15 15 15

8%
31% 0%
30%
30%

31% 70%

100%

- Problem Mgt
0% 30% 70% 100%
4 9 8 28

8%
0%
19%
57% 30%
16%
70%

100%

- Request Fulfillment
0% 30% 70% 100%
7 12 9 23

14% 0%
45%
23% 30%

70%
18%
100%

- Operations Mgt
0% 30% 70% 100%
6 8 13 21

12% 0%
44% 17%
30%

70%
27%
100%

Continual Service Improvement
- Service Measurement
0% 30% 70% 100%
7 8 7 23

15% 0%

51% 18% 30%

70%
16%
100%

- Service Improvement
0% 30% 70% 100%
8 7 9 23

17% 0%
49%
15%
30%

19% 70%

100%

- Service Reporting
0% 30% 70% 100%
5 8 12 23

10% 0%
48% 17%
30%

25% 70%

100%

Service Transition
- Knowledge Mgt
0% 30% 70% 100%
9 12 14 15

18% 0%
30%

30%
24%

28% 70%

100%

- Asset and Configuration Mgt
0% 30% 70% 100%
9 8 13 23

17% 0%
43%
15% 30%

25% 70%

100%

- Transition Planning and Support
0% 30% 70% 100%
10 12 11 15

0%
31% 21%
30%
25%
70%
23%
100%

- Evaluation
0% 30% 70% 100%
11 14 10 14

29% 22% 0%

30%

20% 29% 70%

100%

- Change Mgt
0% 30% 70% 100%
8 5 10 28

16% 0%
10%
30%
55%
19% 70%

100%

- Release and Deployment Mgt
0% 30% 70% 100%
9 8 12 21

18% 0%
42%
16% 30%

70%
24%
100%

- Service Validation and Testing
0% 30% 70% 100%
10 10 13 16

0%
33% 20%
30%
20%
70%
27%
100%

Others
- Service Desk
0% 30% 70% 100%
7 5 8 32

0%
13%
62% 10% 30%
15% 70%

100%

- Software and Asset Mgt
0% 30% 70% 100%
7 7 15 15

34% 0%
16%
30%
16%
34% 70%

100%

- ISO 20000
0% 30% 70% 100%
11 4 10 19

25% 0%
43%

9% 30%

23% 70%

100%

- COBIT
0% 30% 70% 100%
19 10 7 6

14% 0%
45%
17% 30%

24% 70%

100%

- Application Mgt
0% 30% 70% 100%
16 3 13 14

0%
30% 35%
30%
28%
70%
7%

7. Does your organization require existing IT staff to obtain IT framework certification ?
No Yes
20 45

69% No
31%

Yes

8. Does your organization require new IT Staff to have IT framework certification ?
No Yes
20 45

69% No
31%

Yes

9.What was related to your IT framework implementation ?
In-house ITIL External ITIL
IT framework External
training for IT training for IT Others
Software / tools consultants
staff staff
25 32 19 15 1

16% 1% IT framework Software / tools
27% In-house ITIL training for IT staff
21% External ITIL training for IT staff
35%
External consultants
Others

10. Why did your organization implement IT framework ?

To comply To comply with
To improve To follow the
with supplier management or
To reduce costs the quality of company's global Don't know Others
or customer business
service standard
requirements requirements

12 44 10 11 10 5 1

To reduce costs
11%
12% To improve the quality of service
47%
To follow the company's global standard
11%

13% To comply with supplier or customer
requirements
5%
1% To comply with management or business
requirements
Don't know

11 . What is your satisfaction after IT frame implementation
Very
Dissatisfied Neutral Satisfied Very satisfied
dissatisfied
0 0 13 31 9

Very
dissatisfied
17% 0% Dissatisfied
58%
0% Neutral
25%
Satisfied

Very satisfied

Section B : Conference Evaluation
1. Are you

itSMF Member Non-itSMF Member

12 53

itSMF
82% 18% Member
Non-itSMF
Member

2. How did you know about the conference

itSMF
Email Friends Other
website

8 26 23 11

itSMF
34% website
16% Email
12%
Friends
38%
Other

Please specify: Boss,Company, Manager, Speaker invitation, Staff, Training
Company, Vender, Member

3. The conference is well or
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
0 1 11 47 10

Strongly
Disagree
Disagree
68% 15%
Neutral
0%
16% Agree
1%
Strongly Agree

4. The location of the conference is appropriate for me
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
2 0 4 42 18

Strongly
27% Disagree
Disagree
64%
Neutral
3%
0% Agree
6%

5. Would you recommend the conference to friends ?
No Maybe Yes
2 14 52

3% No
76%
21% Mayb
e
Yes

6. Overall evaluation of the conference.
Poor Fair Average Good Excellent
0 3 7 47 10

Poor

15% 0% Fair
70%
Average
10% 5%
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 Evaluation

Section : C Speaker Evaluation
Dr.Supachai Tangwongsan [ 9.30 -10.00 ]
- The speakers demonstrated expertise on the
- The topics relevant to my needs and
topic
Strongly expectations
Agre Strongly Strongly Strongly
Disagre Disagree Neutral Disagree Neutral Agree
e Agree Disagree Agree
e
0 0 14 30 20 0 2 21 29 11

Strongly
Disagree Strongly
Disagree 0% Disagree
31% 18%
46% 3% Disagree
47% Neutral
22% 33% Neutral
0% Agree
0%
Agree
Strongly
Agree

Chris Bowden [ 11.00 - 11.45 ]
- The topics relevant to my needs and expectations
- The speakers demonstrated expertise on the topic
Strongly Strongly
Strongly Strongly Disagree Neutral Agree
Disagree Neutral Agree Disagree Agree
Disagree Agree

0 2 14 38 11 0 5 20 28 9

Strongly
15% 0% Strongly
0% Disagree
17% Disagree 8% Disagree
58% 3%
45% Disagree
22% Neutral 32%

Agree Neutral

Hon P Suen [ 13.30 - 14.15 ]
- The speakers demonstrated expertise on the - The topics relevant to my needs and expectations
topic
Strongly Strongly
Strongly Strongly Disagree Neutral Agree
Disagree Neutral Agree Disagree Agree
Disagree Agree
0 0 12 42 13 0 1 16 37 9

Strongly
Strongly
Disagree 14% 0%
Disagree
Disagree
19% 2% Disagree
0% 59%
63% 0% Neutral 25%
18% Neutral
Agree
Agree
Strongly
Agree

Parinya Hom -anek [ 14.15 - 15.00 ]
- The speakers demonstrated expertise on the topic - The topics relevant to my needs and
expectations
Strongly Strongly
Disagree Neutral Agree Strongly Strongly
Disagree Agree Disagree Neutral Agree
Disagree Agree
0 0 3 28 35 0 0 7 28 25

Strongly
Strongly
Disagree
53% Disagree
Disagree 42%
0% Disagree
0% Neutral
Neutral
5% 46% 0%
42%
Agree Agree
0%
12%
Strongly Strongly
Agree Agree

Tapakorn Siritanawutichai [ 15.20 - 15.50 ] - The topics relevant to my needs and
- The speakers demonstrated expertise on the topic expectations
Strongly Strongly Strongly Strongly
Disagree Neutral Agree Disagree Neutral Agree
Disagree Agree Disagree Agree
0 0 8 33 20 0 0 14 28 15

Strongly
Strongly
33% Disagree
49% 26% Disagree
54% Disagree Disagree
0%
0% 25%
Neutral 0% Neutral
0%
13%

Section D : Others

Section D : Others
1. What kind(s) of activities which you are expecting itSMF to organize
for you ?

Sharing Co-event with other
Site visit Others
session associations

36 15 15 1

2% Sharing session
22% Site visit
54%
22% Co-event with other
associations
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

- Weekday - Weekend
Morning Afternoon Evening Morning Afternoon
23 20 4 6 2

17%
47% Morning 50% Evening
53%
33%
Morning
Afternoon

3. How often do you prefer itSMF to organize the activities ?
Monthly Quarterly Yearly Other
1 19 39 1

2% 1%
Monthly

65% 32% Quarterly

Yearly

Other

Please specify: Semi-annually

It smf post event report _12oct2011_final

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