Introduction and Overview

IT Executive Summit on Improving IT / Business Alignment

Thursday, September 20, 2007

The Metropolitan Club – Sears Tower

Chicago, Illinois

Agenda:8:15am - 8:45am Registration and Networking Breakfast

8:45am - 9:00am Introduction and OverviewRon Milton, Executive Vice President, Computerworld

9:00am - 9:30am The Value of IT / Business Alignment: A Closer Look at Business Service Management

Rebecca Wetteman, Vice President, Nucleus Research

9:30am - 10:00am Real Numbers for Real Dialogue: Improving Customer Dialogue through Customer Focused Service Measurement

Scott Grinna, Director of IT Administration, West Bend Mutual Insurance Company

10:00am - 10:15am Refreshment and Networking Break

10:15am - 10:45am Overcoming the Inhibitors to AlignmentRich Bentley, Director, IT Service Management, Compuware

10:45am – 11:15am Quality and IT Service Management: A Wipro PerspectiveSantosh Bungle, Principal Consultant (Quality Consulting Group), Wipro Technologies

11:15 – Noon Moderated Panel DiscussionModerator: Ron Milton, Executive Vice President, ComputerworldPanelists: Rebecca Wetteman, Vice President, Nucleus Research; Scott Grinna, Director of IT Administration, West Bend Mutual Insurance Company; Rich Bentley, Director, ITService management, Compuware; Santosh Bungle, Principal Consultant (QualityConsulting Group), Wipro Technologies; Christian Iantoni, President, Managing Director,Five9 Technologies

Noon Program Concludes

Enter your business card for a chance to win:

Apple® iPhone™

• iPhone combines three products — a revolutionary mobile phone, a widescreen iPod with touch controls, and a breakthrough Internet communications device with desktop-class email, web browsing, maps, and searching — into one small and lightweight handheld device.

• iPhone also introduces an entirely new user interface based on a large multi-touch display and pioneering new software, letting you control everything with just your fingers.

(Apple® iPhone™ service is not included)

Format for This Morning:

• Introductory remarks and objectives for today• Agenda and session speakers• Speakers will take questions within time allowed• Mid-morning break• Panel discussion with open participation• Closing thoughts and “take aways”• Draw for Apple iPhone™• Adjourn by Noon

As IT Leaders, do you ever get the feeling you aren’t seen as aligned with the Business Leaders that are your colleagues?

Alignment?

The big question of IT taking a leadership role in the business?

“Good is not good enough… IT has to great!”

- Wendell Fox, SVP – IT, Marriott International

Show of Hands…

In the context of IT service delivery, how

many people feel that their IT organization is

optimized in its alignment with business?

Some Challenges to Consider/Identify With:

• Does business really care about IT infrastructure and metrics if they don’t ID it with revenue/costs?

• How should IT be measured on IT service delivery?• What role do SLAs play in this context?• Is it important for business process owners to have a view

into IT service delivery?• How do you measure quality of IT service?• What role does Six Sigma play in service improvement?• How does ITIL fit into your daily IT operations?

Our Objectives This Morning:

Maximizing IT’s Alignment with Business – Enabling business-driven service delivery

• Focus IT on aligning services on business-critical objectives• Understand all the tools and benefits associated with

Business Service Management– Bigger picture of service delivery– Application analytics– End user experience monitoring– Six-Sigma and ITIL

Agenda:8:15am - 8:45am Registration and Networking Breakfast

8:45am - 9:00am Introduction and OverviewRon Milton, Executive Vice President, Computerworld

9:00am - 9:30am The Value of IT / Business Alignment: A Closer Look at Business Service Management

Rebecca Wetteman, Vice President, Nucleus Research

9:30am - 10:00am Real Numbers for Real Dialogue: Improving Customer Dialogue through Customer Focused Service Measurement

Scott Grinna, Director of IT Administration, West Bend Mutual Insurance Company

10:00am - 10:15am Refreshment and Networking Break

10:15am - 10:45am Overcoming the Inhibitors to AlignmentRich Bentley, Director, IT Service Management, Compuware

10:45am – 11:15am Quality and IT Service Management: A Wipro PerspectiveSantosh Bungle, Principal Consultant (Quality Consulting Group), Wipro Technologies

11:15 – Noon Moderated Panel DiscussionModerator: Ron Milton, Executive Vice President, ComputerworldPanelists: Rebecca Wetteman, Vice President, Nucleus Research; Scott Grinna, Director of IT Administration, West Bend Mutual Insurance Company; Rich Bentley, Director, ITService management, Compuware; Santosh Bungle, Principal Consultant (QualityConsulting Group), Wipro Technologies; Christian Iantoni, President, Managing Director,Five9 Technologies

Noon Program Concludes