2nd Annual Conference Speakers
Welcome Address:
Michael Kum
Consultant, MKC Solutions
Mr Michael Kum is among the key persons setting-up itSMF Malaysia back in 2006. He works in MKC Solutions as Consultant in ITSM, CobiT, & Intellectual Property work. He has over 12 years working experience, and as ITIL v3 Expert, has trained more than 2500 students since 2003.
As an I.P. executive in patents, he does interpretation for Japanese companies. Also as Exco of MINDS, IPAAM & JAGAM, he assists in building I.P. awareness in the industry.
Opening Address:
Ms Ng Wan Peng,
Chief Operating Officer, MDeC M’sia
Ms Ng is Chief Operations Officer of Multimedia Development Corporation (MDeC), heading its Capacity Development Division. She has been the key person responsible for creating conducive ICT environment for MSC status companies in telecoms, Cyberlaws, I.P. Protection, and competitive advantage. As representative to the Malaysian Government, Ms Ng’s presence has overall assisted in bridging the gap between government and private sectors.
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itSMF International Executive Board - Audit, Compliance & Standards, Treasurer V.P., CA Inc.
A 30 year IT veteran, Robert has significant practical industry experience and is a recognized industry speaker and leader. In addition to his involvement at ISACA, and ITGI, Stroud serves on the USA itSMF Board of Directors. He has contributed to several major titles on ITIL and COBIT and was a member of the ITIL refresh process in the roles of mentor, reviewer and on the Advisory Group. Robert spent over 15 years in the Banking industry successfully managing multiple initiatives in both the IT and retail banking sectors related to ITSM and process governance. He is also a mentor to many organizations, advising them on their implementations to ensure they drive maximum business value throughout the process. Robert joined CA from the Australian Computer Security Company, Cybec where he held several management positions and was responsible for the company's successful global expansion, culminating in its successful entry into the North American market. Special international speaker:
Mr George Spalding, Exec. V.P., Pink Elephant Pte Ltd Co-author of the ITIL V3 - CSI book
Title : Is Improvement Really An Option? Pink Elephant operates through many offices across the globe, and one of the earliest participants in ITIL and ITSM conferences, education and consulting services. More than 200,000 IT professionals have benefited from Pink Elephant’s expertise. We have been championing the growth of ITIL worldwide since its inception in 1989 and George was selected as part of an international panel of experts, to contribute to the then 2007 - ITIL V3 project. George is the author of V3’s Continual Service Improvement book and on the International Exam Panel. Gold Sponsors: Speaker 1:
Senior Director and G.M. of Systems and Applications Management, Oracle Asia-Pacific.
Title: Oracle solutions using ITSM
M.D., Quint Wellington Redwood Asia Sdn Bhd
Title : Quint’ s implementation with best practices |
Mr 
Mr Michiel de Boer, Michiel has over 20 years of management experience, and gained his Service Management knowledge in various local & international companies worldwide. He has executed roles as Project Manager is a variety of industries, and experienced in translating business objectives into manageable deliverables of continuous improvement. He joined Quint Wellington Redwood in 2000 and is Managing Director Malaysia/Hong Kong. Michiel will lead the panel discussion.
Special Supporter:
Mr Muhundhan Kamarapullai,
Manager, CDD,
MDeC Malaysia
Title : MDEC with itSMF Malaysia
MDeC introduced MSC Malaysia Capability Development Programme (CDP) as a developmental programme to prepare ICT organisations in meeting an increasingly demanding, competitive global market. The programme is designed to help ICT organisations maximise their potentials by enabling them to focus on their core competencies and consequently optimise their competitive edge. Through CDP, they are introduced to a systematic approach in the delivery of products and services, thus preparing them for the next phase of growth. Muhu will join the panel discussion.
Special Supporter 2:
Dr Goh Moh Heng
CEO,
BCM Institute, Singapore
Title: “The Universal Knowledge between ITSM and Business Continuity Management”
In our day to day operations involving Business Continuity or IT disaster recovery, we need to be prepared in changing times. One of the tenets of ITIL (Business and Service continuity), BCM Institute also provides knowledge in BCM Technical & Specialised courses, crisis management course, BC governance and compliance. In this session, we would like to explore the education best practices regarding BC and DR activities; how their implementation had saved cost and more importantly, lives. Dr Goh will participate in the panel discussion.
*From 10:40a.m. – 12:10p.m. , 12:10 -12:30 p.m. (Q & A for 20 mins)
itSMF Japan rep - (Special Awareness Session in Matahari Room) – 20-40 participants
Japanese Speaker:
Mr Tasuku Kimura
Sn Consultant / CEO,
Earnest Tech Pte Ltd.
Title: ITIL Awareness in Japan –Latest Developments
His working experience began with a start-up in MNC Production Management. He later worked in a Venture business ISP company. Later in his career, he assisted in setting up of an Operations management system involving Systems Management in a Venture Company. With his experience in setting up Operations, he was hired in his role as Data Centre Manager in Sony Corporation; and he was tasked to head the ITIL implementation as Project Leader. He was in IT Preneurs Japan from 2006, as lead instructor for all levels.
Books written: High level ITSM Implementation –ITEC publisher, ITIL Foundation exams (Japanese), ITSM Manager Exam (Japanese) . His specific involvement in itSMF Japan: As itSMF Awareness committee, Governance committee, Education committee, itSMF University level, research committee, ITIL v3 Service Operation (Japanese reviewer) also as Exin Japan authorized reviewer.
Panel discussion – itSMF Japan rep
Mr Maeda Takashi
Sn Consultant in Service Management
Mr Maeda has more than 35 years of working experience. He holds certifications in ITIL V2 Practitioner, ITIL V2 Manager, ITIL V3 Expert, ISO 20000 Consultant and PMP.
His current role as ITIL / ISO 20000 Education Sn Consultant is seen as an important role in the field of education for domestic Japanese market.
He started his career in Hardware Architecture Design for over a period of 10 years. As a System Engineer, he was involved in the design of Systems Engineering Development and Implementation. Later on in his career he managed various large project implementations as Project and Program Manager, particularly managing Systems Engineering frameworks (more than 20 years). Since 2006, he was with IT Preneurs Japan as lead instructor, for all levels. He currently works as a Senior Consultant doing freelancing engagements. Among some books written: Service Management Process Maps (in Japanese) (Van Haren ) His involvement in itSMF Japan : itSMF Japan member & PMI member. Mr Maeda will join the panel discussion (in English).
Name of Speaker: Mr Graham Ridgway
Avocent Pte Ltd
Title: Service Management Integration - Completing the Jigsaw.
Graham will explain how in this session the integration of Service management tools. He also explains why Service Management solutions cannot reach their full potential in isolation. Also the reasons why multi-layer integration to underlying IT infrastructure —the existing system and network management tools, key business applications and personal productivity tools is necessary to enhance the business value of existing resources. Graham will be part of the panel discussion.
Manivannan Govindan
Solution Strategist, CA Singapore Pte Ltd
Title: CA IT Asset Management — A Cornerstone for Accelerating ITIL® Success.
Manivannan’s current role as a Solution Strategist involves working with clients and partners in the Asian region, providing consultancy services to formulate solutions based on industry best practices inclusive of ITIL to address their requirements surrounding IT Service Management. His focus verticals include the Government Sector, Financial Services Institutions and Telco Service Providers.
Mr Rahim Ngatman,
Title: “ITSMS Certification by SIRIM QAS International”
Sdn. Bhd.""Rahim Ngatman is currently working as Management Systems Auditor in Sirim QAS International Sd Bhd. He is qualified to audit the ISO 9001, the ISO/IEC 27001 and ISO 20000. In his 9 years of auditing, he was exposed to many organization management systems and has gained a very good understanding in the practicality of establishing & implementing various management system."
SIRIM QAS International is Malaysia’s leading certification, inspection and testing body. We offer value added services to customers, both locally and internationally, in an impartial, competent and efficient manner.
Our certification, inspection and testing services comply with internationally recognized standards. Our 4 method approach is : 1.Management System Certification –by offering certification services, 2. Product certification - to give a credible and cost effective 3rd Party assurance on quality, safety and reliability, 3. Product testing – by providing testing laboratories to world class competence, 4. Inspection – as an authorized body to undertake inspections complying with regulation and procedures for many certification bodies and regulatory agencies.
With ITSM knowledge being applied and growing widely across the Malaysian services sector, Sirim QAS is strategically aligned to deliver as a one stop ISO 20000 Audit implementation centre. Sirim QAS has been responsible for managing audits regarding the ISO 27000 and ISO20000 and in this session, we will explore the roadmap towards future growth.
Mr Tang Weng Keong
Managing Consultant, ProgressNet Sdn Bhd
Title: ITSM tool - best practice implementation, upgrade and optimization.
Mr. Tang Weng Keong has been in IT industry for 12 years. He is well versed with a variety of IT knowledge with IT Service Management, Customer Relationship Management, Contact Center Management, Business Service Management Solution and ITIL Process consultancy in various industry such as Banking & Finance, Telecommunication, Shared Services, Outsourcing, Services and SME/SMI. Armed with a strong understanding on the underlying structures IT Solution and Process, as his skills mature, he has also taken up solution review and project management responsibilities. Weng Keong has built a good reputation as a dedicated team player who consistently delivers to customers’ satisfaction.
ProgressNet has completed more than 50 corporate customers across Malaysia, Singapore and Thailand since its incorporation. We employ the best people to define our vital culture, which is rooted in constant innovation, learning, teamwork, knowledge sharing and growth. In this session, we will showcase on successful ITSM Tool implementation – in regards to best practice implementation, upgrade and optimization.
Speaker 5:
Mr David Llewellyn Jones
ITSM Consultant & Trainer
Lucid IT
Title - Sound strategies and practical results in difficult times, “So how do I do that?”
In difficult times we see an instinctive reaction to cut costs and IT is asked to do "more for less"; hold, defer or limit their budgets but at the same time remain 100% responsive whilst maintaining 100% stability. Most short-term, purely cost-focused thinking can undermine our ability to achieve those objectives. What do we do?
He introduces by using Service Strategy – Assuming a CIO needs to cut cost and increase quality of service. He or she needs to know where to invest to become more efficient and more effective. What is the current state? What are the targets? You have 5 days! Key areas are to reduce costs without undermining capability and that can increase efficiency, effectiveness AND increase revenue. By Implementing the strategy – once investment decision and strategic direction has been established, we need to apply Frameworks like ITIL (in combination with other frameworks, such as COBIT for governance and Prince2 or PMBoK for Project Management) ‘by the horns’ - apply it in a practical manner. David will demonstrate how we can use best practices to identify the mission critical concerns, focus on core objectives, create and successfully implement business-aligned plans for our investments in targeted IT activities that will have immediate and long-term impact. A Case study will be introduced using his implementation experience.
Introduction :
With 20 years experience in IT, David has learnt best practice the hard way (from the bottom up) covering both the private and public sectors designing and delivering customer focused IT Services to clients of significant sized organisations; a strong focus on Quality and Business Alignment across the whole spectrum of ICT management, service development and customer services provision has blended a visionary approach with pragmatism. David has had a variety of senior management roles in IT departments in companies in Europe, always with a keen focus on Service Management with sector experience includes engineering, central government, outsourcing, financial, telecommunications and education. David’s expertise centres around achieving real business benefits by applying effective IT management practices, organisational improvement and the pragmatic application of technologies. Now, as an IT Service Management consultant and trainer, with Lucid IT in Asia, he is currently helping organisations to set up and improve processes such as Incident, Problem, Change, Release, Configuration and Service Level Management, in their IT Departments. David holds certificates in COBIT, ITIL (Expert), ISO20000 and Prince2 and has been a trainer and implementer since 1995. David will be part of the panel discussion.
Mr Lloyd P Robinson
Business Development Director / Managing Consultant
Hewlett Packard Pte Ltd, Singapore
Title : HP solutions with ITSM
Introduction:
Lloyd began his Service Management career way back in 1990 as a member of the Ultracomp organisation whom developed the very first Service Management software, Red Box. In this environment Lloyd became involved in the sales and marketing / training and consultant aspects of Service Management. As the itIMF, later the itSMF organisation grew so did Lloyds involvement with them. He is currently itSMF International Chapter Advisor for Asia-Pacific. Lloyd joined up with David Wheeldon to launch CEC Europe’s own Service Management company. Starting from zero turnover and two staff the company grew to a staff of 14 and a turnover for its last financial year of £1.2M. In parallel with the Consultancy and Training commitments Lloyd helped develop the business to the level where HP bought the company on 01st May 2004.
Lloyd has undertaken extensive consultancy assignments along with hundreds of training courses in over 40 different countries, he is the industry’s foremost ambassadors in spreading the ITSM word. Since joining HP Lloyd has been responsible for IT Service Management in Europe/Middle East and Africa, doubling the turnover of the company in the Gulf and African regions in both 2005 and 2006. He is certified ITIL v3, ISO 20000 and has trained people from over 100 countries world-wide. He is also accredited to run the "Race-to-Results" Service Management simulation. He has done many assessments in European countries, Middle East and Gulf States. Certifications/Qualifications : 1997 ISEB-Service Manager, 2006 itSMF ISO20000 accreditation to Lecture and provide Consultancy, 2009 ITIL V3 Accredited Lecturer. Lloyd will be part of the panel discussion.
Ms Gabrielle Morrison
Client Services Manager, APMG Australasia
Title: “A Service Catalogue Qualification: Your Secret to Raising the Profile of IT in your Organisation”
Methodologies such as PRINCE2®, MSP™, ITIL®, P3O®, Change Management and Service Catalogue™ assist organisations achieve corporate goals through improved processes and governance and help individuals develop to their full professional potential. Many IT Service Managers have an ITIL qualification, but there is a range of complimentary qualifications to enhance your business or career. ITIL can “stand-alone”; however when used with PRINCE2, MSP, P3O, Change Management and Service Catalogue, they provide even greater benefits to organisations, complementing and interconnecting to fully achieve their strategic missions. At this conference, the Service Catalogue qualification will be highlighted. This being a new qualification, it is complementary to the ITIL V3 suite. It looks at ways to control demand, publish and track service pricing and cost, and automate service request management and fulfillment. It provides a clear view of what services IT provides, how IT adds value for the money allocated, and delivers a method to request or order the services that are published.
The APM Group Ltd (APMG) is the official worldwide accreditor for training in PRINCE2, ITIL, MSP, P3O, Change Management and Service Catalogue. APMG-Australasia is based in Canberra, Australia, and is also an accredited ITIL Examination Institute. We provide services to the S.E.Asian region, and is firmly committed to the region. We do not offer training or consulting, however we accredit training organisations, trainers and training materials; set, mark and certify examinations. APMG-Australasia works in partnership with their Accredited Training Organisations to ensure that candidates taking the qualifications administered by them can be assured they will get the best training, followed by a rigorous but fair examination. Gabrielle will be part of the panel discussion.
Ms Anamika Singh
Process Head, Pentasoft Malaysia Sdn Bhd
Title: Pentasoft ISO20000 roadmap – towards implementation
The company specializes in Insurance Software and focusing on the conventions, requirements and needs of the insurance industry gave us deep domain knowledge and have enabled us to adopt business oriented approaches to successfully address the pain points of insurance operations and simplify these for our insurance customers. Our IT solutions and management is designed based on ITIL, and we have achieved ISO 20000. Pentasoft was among the early adopters who managed to combine business knowledge as well as technology to develop innovative and effective, easy-to-use Insurance Software Solutions. In this session, we will share best practices on do’s and don’ts regarding implementation for User companies. Anamika will be part of the panel discussion.
Special Highlight - Knowledge / subject matter experts who will attend:
1.Special Japanese session
There will be a Awareness session (in Japanese language for Japanese companies based in M’sia) in Matahari Room , 10:40-12:30p.m. Therefore we urge the Japanese companies to take this opportunity also.
2.Panel discussion- best of local think-tanks:
1.Dr Ir Karl Ng, MDEC ( on government perspective for ITSM growth path)
2.Mr Cheah Kok Hoong, G.M., Sunway Shared Services M’sia (on implementation level)
3.Mr Thaib Mustafa, G.M., Strategic Planning, Telekom M’sia (on governance, local take up perspective)
4.Mr Martin Ng, Director, Deloitte M’sia (on Audit and MNC perspective) , and many more..
3.VIPS from regional itSMF ‘s, why it matters to attend:
1. MrJoshua Brusse, Service Mgt Chief Architect APJ, Hewlett Packard
2.Chapter representatives from around the region,
*and many more international visitors making this the most diverse and content-packed Service Management event.
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