itSMF India National Conference 2013, 29th November, Bangalore at Taj Vivanta, M.G. Road, Trinity Circle.


Chief Guest and Speakers


Sharada Prasadita
Head, ITIL Practice at Wipro Technologies
India | Information Technology and Services
Head, ITIL Practice, Global Infrastructure Services at Wipro Technologies Ambassador - India at ASL BiSL Foundation Organization


Track 3 - Service Management Future Model of Operation

IT Service Management: Practical suggestions for sustaining the implemented processes


IT Service Management - using ITIL needs experts to visualize the future way of working, taking into consideration - The existing way of working - The current processes and the best practices - The ITSM suite of tools in usage and the proposed tools for the future - The IT (Delivery) team who will be responsible for the delivery of Services - The Customer (User) who will be the recipients of the Service - The Industry best practice. The Experts who design the processes need to be practitioners, who have had indepth expertise in not just design of the processes, but the implementation and also driving these processes during the steady state. Often it is found that the organizations which invest a lot in the ITSM design/implementation fall flat very soon, as they do not invest enough in sustaining the good processes that are designed. The present talk shares a few practical insights into how one could sustain the processes that are implemented - which was executed successfully in several places by the A


View profile


Sukumar Daniel
Consulting Architect at Rakuten
Bengaluru Area, India | Information Technology and Services
Principal Architect & Action Researcher at Action Research Foundation Auditor at EXIN


Track 3 - Service Management Future Model of Operation

Successful ITSM Transformation using Enterprise Architecture & Kotter's 8 Step Process for Change Management.


It is a well-known fact that a very high percentage of ITSM transformation projects are struggling to deliver on promises. Many organisations have gone the full distance in committing resources, time and money to implement ITIL or get certified for ISO 20000 only to find that once the project has been completed it is business as usual.


Beautiful documents are written, tools are implemented, audits are carried out, certificates are put up on the wall, but a feeling of something missing lingers like the smell of smoke after a fire.


What does ITSM transformation really mean? What does the before and after picture look like? What are the practical promises that one can make to build a business case? Where does one start? Is it a tool Implementation? Is it a process overhaul, is it organisational change?


ITSM transformation is about changing the 'Ways of Working' traditional management styles have led to the formation of Silo based organisations. In a world of increasing complexity, cost reduction pressures and ever changing technology; the need for sound management practices that can focus on customer outcomes while managing technology costs is becoming increasingly important. The paper examines real life experiences from transformation projects that have made impact in changing ways of working in organisations like Tata Motors, Jaguar Land Rover, ING Vysya Bank, Tesco, NTT Data and Rakuten. The Tata Motors project and the Tesco Project won the ICMG Enterprise and IT Architecture Excellence Awards for 2010 and 2011.


The use of Zachman's Enterprise Architecture Principles, coupled with the Kotter's framework for organisational change is presented as a path breaking and successful practical methods to overcome the known issues and ensure success. Practical tips on how to overcome organisational resistance by working simultaneously on the four dimensions of People, Processes, Tools and Partnerships will be presented. The iterative method for culture change known as Action Research and how it is used to systematically build a foundation and establish a baseline from which continual improvement can be mounted will be presented.


View profile


D.M. Ezhil Buddhan
General Manager Broadband Operations (NOC) at Bharat Sanchar Nigam Limited (BSNL), Department of Telecommunications




Track 1 - Service Management Current Model of Operation

IT Services Management in Government's Perspective - Implementation Strategy and Challenges


The penetration of IT Services in all walks of life has been increasing day by day and the Government sector is not left behind. The urge to seamlessly integrate the ITSM Practices into the Government Business with a vision to serve the citizen centric services is consistently growing. The IT Service Industry is aimed at enhancing productivity, growth apart from facilitating innovation and creativity across major activities of the globe. The products and services of the IT Service Industry will be useful to the community only based on its performance and the delivery of public services. Government sector has its challenges to cope up with the pace of the IT Industry and to map its business in line with that of the IT industry. This paper walks through the Overview and Basic Modules of ITSM in the service industry, Services and Applications that are to be offered and provided as a part of the commitment to the Service Industry and how it is conceived and implemented in the Government Sector where only services play a major role. The main focus is laid on the Practical Implementation difficulties and challenges face during deployment, rollout and maintenance of services & systems.


View profile


A. N. Rao
Senior Vice President at Cognizant Technology Solutions




Track 3 - Service Management Current Model of Operation

Water Melon Syndrome:


Why are my customers not Happy? Water Melon is green all over till you buy it and cut it open when its red all over. This is an acceptable situation when it is a fruit one is dealing with. What happens when it extends to a Service Provider : Customer situation where the Service Provider assumed "all is well" because the KPIs are all green only to realize how unhappy the customer is. This dichotomy is not hard to understand if one is willing to look beneath the obvious and understand. The heart of a great and sustained Customer:Srvice provider relationship is Great Business Experience, Trust and Transparency and a whole new look at the prevailing service management mindset.


View profile


Dr. D. S. Ravindran
Chief Executive Officer
Centre for e-Governance Department of IT




Track 2 - Strategy & Governance


View profile


Rajiv K Dua
COBIT 5 Implementer & Assessor, CGEIT, CISA, ITIL v3 Expert, PMP, COP




Mr. Rajiv K Dua is a Business Savvy Technologist with over 25 Years of proven track record of generating Value from IT Services. He has performed leadership roles in multiple global IT Service Provider, End-User and IT Best Practice Consulting & Training Organizations.


His academic qualifications are BE (EEE) from BITS, Pilani and MBA from FMS, Delhi.


He has broad technology experience ranging from PC to Supercomputers, Networks, Information Security and Software Development.


He is APMG International accredited Trainer for ITIL V3 Expert Service Lifecycle, COBIT 5, COBIT 4.1, ISO 20000 Lead Auditor & Practitioner and Sourcing Governance.


His professional affiliations include ISACA (past Board Member and Program Chair- Delhi Chapter), IAOP, PMI, itSMF and regular speaker at various industry forums.


Santanu Ghose
Director, Business Critical Systems HP India




Santanu Ghose is Director, Business Critical Systems in the Enterprise Group, HP India. Ghose is responsible for managing the HP Integrity Systems, HP-UX, NonStop and Mission Critical Converged Infrastructure business in India.


Ghose's team drives and builds the Business Critical System portfolio of products and solutions that deliver highly reliable, secure, always-on availability to the Enterprises.


View profile


Prof. S. Sadagopan
Director, IIIT, Bangalore




Professor Sadagopan, Director of IIIT-Bangalore, is a product of Madras University, India and Purdue University, USA. He taught for 25+ years at IIT Kanpur, IIM Bangalore, IIT Madras and IIIT-Bangalore in addition to short teaching assignments at RUTGERS, USA and AIT, Bangkok.


He has authored seven books, several book chapters and papers.


View profile