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Day 1 - Wednesday May 10th
2006 |
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| Arrival & Registration
09.30 - 10.00 |
10.00 |
Sean Bucknall
(CA, Director TSANet Europe)
Colin Hughes
(Symantec, Chairman TSANet Europe)
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Welcome to Ditton Manor!
Meeting overview & objectives |
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| 10.15 |
Mike Emery
(Treasurer, TSANet Europe )
Nicki Sanday
(Company Secretary, TSANet Europe) |
TSANet Annual General Meeting |
| 10.45 |
Leigh Darby
(Executive Director, TSANet Europe) |
Service - no longer the afterthought ...
Setting the scene for the day ... |
| 11.00 |
Guest Speaker - Stephen Martin
(Market Clarity,
IT Business Analyst) |
Paying lip service to service? |
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Stephen Martin |
Paying lip service to service? The IT market is rapidly maturing and customers are becoming increasingly vocal about the importance of tangible long-term value. The software industry says it sets great store by its customer relationships.
But just how seriously are IT vendors really taking the challenge of service and support? In an industry born out of an ever-increasing thirst for product-led innovations, is service and support destined to maintain its position as the overlooked ‘Cinderella’ - always marginalised by the latest ‘cool’ technology and offerings to emerge from the R&D department? What steps do vendors need to take to step up to the challenge of ensuring that support and service is no longer an afterthought? |
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| Break
11.45 |
| 12.00 |
Guest Speaker - Neil Ward Dutton
(MWD,
Partner) |
The changing enterprise IT landscape &
the business value of support services |
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Neil Ward-Dutton
Partner
Macehiter Ward-Dutton |
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Today's enterprises are facing a variety of pressures: from the effects of globalisation; from the demand for transparency; and from the need to focus on delivering great experiences to customers across increasingly complex webs of interactions and channels. At the same time, the business role of IT is increasingly well-understood. In this context it's becoming clear that enterprises are making increasingly sophisticated technology sourcing choices. In more and more cases, they are looking for outcomes, not products; and they are looking for more accountability from suppliers - more "skin in the game". This has an obvious implication for support services providers - both in terms of the importance of support services themselves, and in the role of support organisations in selling propositions to customers in the first place. Moreover, interest in open-source technology alternatives is also raising awareness of the importance of support in obtaining business-meaningful outcomes from technology use.
The result of all this, however, is that increasingly support providers need to explain the business value of what they provide. That boils down to an understanding of IT risk - which in turn means an understanding of how IT supports business activity in the customer environment.
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12.45 |
Guest Speaker - Vince Marco
(Infrastructure Architect, Centrica plc)
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The customer perspective on service & support ... Centrica's vision is to be a leading supplier of energy
and related services in their chosen markets.
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Finding out what the customer really wants ... During times of upheaval and change it can be easy to assume that you know what your customers want – without ever taking the time to really stand in their shoes. In recent years, hardware providers have had to become commodity suppliers and deal with the challenge of finding new ways to add value and margin. Software applications and database vendors have had to manage their way through the potential revenue threat posed by utility computing. In the face of such turmoil, the ability to offer the customer consistent high quality service and support has become more important than ever. After all, if you get the business model right, service and support can move from being an engineering cost-of-sale to a real bottom-line benefit that enables stable, long-term growth. So what do today’s customers really want and what trends do vendors foresee? |
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| Do IT vendors really have a clear picture of the customer? |
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| Lunch
13.15 - 14.15 |
| 14.15 |
Guest Speaker - Michael Wirth
(Director, Engineering & Technology
Services Europe
IBM Global Services) |
Transforming a Product driven business into
a Service/Solution driven business |
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| 15.00 |
Guest Speaker - Sean Canning
(General Manager UK
Stream International) |
Providing An Exceptional Customer Experience |
Break
15.45 |
| 16.00 |
Guest Moderator - Andrew Lawrence
(Managing Director, Infoconomy)
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Panel discussion with the audience - is service & support an afterthought?
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Andrew Lawrence
Managing Director, Infoconomy |
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Andy Lawrence is co-founder of Infoconomy, the publisher of Information Age. Andy is also the editorial director of the company, and is responsible for the content of Information Age magazine, associated web sites, and of several major business/IT conferences each year.
Andy is well known and respected in the IT business, and his analyses of the sector are widely read. He has briefed UK and European IT business leaders on the prospects and trends in the IT sector, has frequently spoken at conferences and appeared on TV. He has also taught training courses on understanding the dynamics and finances of IT companies
Prior to forming Infoconomy, Andy conceived, launched and edited Computer Business Review magazine, and was Chief Reporter of Computing. He was also editorial director of ComputerWire for three years, responsible for technology business journalists in the US, Europe and Asia.
In the past Andy has been a regular contributor to the Financial Times, edited the Financial Times newsletter IT Business Briefing, and has contributed to many other well-known publications. Andy has been shortlisted for several major technology business writing awards.
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Close 17.00 - Coach Ditton Manor back to Radisson Edwardian Hotel Heathrow
Social Evening 18.40 - 23.30
Guests are invited for a barbeque aboard the paddle steamer “Southern Comfort” for a 4 hour cruise down the Thames from Maidenhead to Windsor. During the evening delegates will enjoy a complimentary welcome drink followed by a barbeque, dessert, coffee and mints.
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09.15 - Coach Radisson Edwardian Hotel Heathrow
to Ditton Manor |
Day
2 - Thursday May 11th 2006 |
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10.00 |
Dave Winpenny
(CA, VP - EMEA Customer Support)
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Welcome to Day 2
Overview of Ditton Manor
& CA services |
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| 10.15 |
Guest Speaker - Tony Lock
(Cheif Analyst, Bloor Research)
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Bloor Research improves business performance by guiding organisations on the effective development and use of information technology through independent and impartial research, analysis and advice.
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| 11.00 |
Guest Speaker - Alec Brown
(CSC, Global Solutions & Technology
Analytics & Reporting) |
Systems Integrators & Vendors
Is the balance right? |
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How strong a part of the value chain
is service & support? |
Is the balance right? Customers want to take on the competitive advantage that new software can deliver but certainly not the competitive risk associated with early versions of software releases. Increasingly they are turning to intermediaries to help them plan their acquisition of software and services, taking a more holistic approach to the needs of the business. As a consequence, the power balance appears to be shifting favourably towards the System Integrators who seem to have more influence with customers – guiding their purchasing decisions. There is also the suspicion that Vendors will be more inclined to push their preferred solutions rather than a solution that meets the needs of the business. Vendors who have good working relationships with SI’s will be well positioned in the long-term. But is this balance right? |
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| Break
11.45 |
| 12.00 |
Chris Boorman
(Salesforce.com, VP EMEA Marketing )
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A new approach to software : build, buy - or rent?
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Build, buy or rent? Software used to be a question of ‘build or buy?’ – to develop in-house or purchase then customise off the shelf applications. Companies such as CA, Oracle, SAP and Symantec epitomise the application software market of today. However, a new option is rapidly entering the fray – ‘rent’. Although the concept of application service provision has been understood for a while, it is only now that it is really taking off in a real sense. New entrants such as Salesforce.com are offering a service / utility based approach to software deployment and consumption. Will the established players be able to adapt and respond? |
Lunch
12.45 - 13.45 |
| 13.45 |
Guest Speaker - Greg Oxton
(Consortium for Service Innovation - CSI)
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The Evolution of Support -
will the future form a 'funnel' or a 'cloud'?! |
Greg Oxton - CSI, Executive Director |
Insanity is doing the same thing over and over again and expecting different results. How much more productivity can we get from our people and processes? Rather than continuing to invest in doing what we do faster, better, cheaper, maybe we need to look at doing something altogether different.Through a process of collective thinking and collective experience the Consortium members have developed principles and practices for Knowledge-Centered Support, Virtual Support Communities, incident and solution exchange standards and a scenario-based framework for thinking about the future. |
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Coming Full Circle ... TSANet is the pragmatic approach to improving multivendor support, evolving since its inception in 1993 into the broad range of widely used community frameworks now available. Long established members such as Intel and Novell are looking at ways to use the TSANet community model and its implementation to help adapt and operate more effectively. Can we all learn something new from their experiences and the presentations and discussions of the past 2 days? |
| 14.30 |
Dennis Smeltzer
(Executive Director, TSANet Inc.) |
TSANet as your support infrastructure - setting the scene ... |
| 14.45 |
John Leon
(Intel - Worldwide ESAA
Program Manager) |
Using TSANet as support delivery
for the Intel ESAA Program
(Enterprise Server Acceleration Alliance) |
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| 15.15 |
Christian Mussmann
(Novell, TSANet Member)
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Novell's service strategy & TSANet |
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Break
15.45 |
| 16.00 |
Leigh Darby
(Executive Director, TSANet Europe)
Colin Hughes
(Symantec, Chairman TSANet Europe)
Sean Bucknall
(CA, Director TSANet Europe) |
"Coming Full Circle ..."
Meeting feedback
Closing discussions & future plans
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Colin Hughes, Chairman
TSANet EMEA |
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