TSANet Europe Member Meeting – Q & A for attendance

Make an informed decision to attend the TSANet Europe AGM/Member Meeting

Would you answer “yes” to these questions?

Would you like to meet other support centre managers and team leaders from similar companies in a non-competitive environment to discuss the hot topics and support issues of the day?
Would you like the opportunity to hear experienced guest speakers talking about what matters to you and relates to your day to day business objectives?
Would you like to attend a meeting that doesn’t charge for attendance, with lunch and refreshments included?
Would you like the opportunity to meet with other delegates at an informal dinner at a local restaurant in a Central London – join in a Pub Quiz and have someone else pay the bill!

Did you answer yes to all those questions? Then read on…………

Here are the answers………….

The TSANet Europe AGM and Member Meeting.

Where is this meeting taking place?

Microsoft House
10 Great Pulteney Street
London W1F 9NB

Tel: + 44 (0)870 60 10 100

Meeting contact at Microsoft

Michelle Holland (Reception)
+44 (0) 207 434 6500
llrec@microsoft.com

What date is the meeting?

Wednesday 20^th and Thursday 21^st April 2005

Who is invited to attend?

All company employees of TSANet member companies.

The AGM will be an opportunity for TSANet Business Managers to use their vote on the operation strategies of TSANet in the forthcoming year.

This meeting is targeted at decision making support centre managers/team leaders. TSANet is the only truly independent non profit, vendor neutral, collaborative global support infrastructure. The meeting serves as an important point in the TSANet calendar to update on progress and discuss future direction, keeping the strategic focus on reducing time to resolution for complex problems.

Who will be the guest speakers?

Peter W Baker - Microsoft

Platforms Support Director of EMEA (Europe, Middle East and Africa) Global Technical Support Center

Graeme Hackland - Renault F1 Team

An enterprise customer’s perspective on vital vendor support …

Originally Graeme worked in South Africa as a computer engineer then as a Novell Network Support Analyst before being promoted to Technical Manager of Compustat Ltd. On moving to England he eventually joined Benetton Formula Ltd as a Network Support Analyst, and in 2002 became I.T. Manager.

Just as the state-of-the-art high performance F1 car is built from a complex array of subcomponents, relying on close involvement between partners in the event of issues - the same is also true of enterprise IT solutions – what does the sophisticated IT user want/expect from their vendors to support them better? Graeme will set out the agenda and requirements as Renault F1 Team

Andrew Vermes – Kepner-Tregoe
Consultant and Team Leader for Kepner-Tregoe European IT Practice.

Andrew joined Kepner-Tregoe in 1995 from Huthwaite, a specialist in sales and marketing education, and previously held a variety of sales and marketing posts.
The K-T IT practice brings together specialists in process design, reporting, project management and IT troubleshooting training to provide a complete solution for clients wanting to move beyond ITIL compliance
to sustainable excellence in support problem solving. The practice has produced award winning projects for Dell and Sun Microsystems, among others.

Andrew will present on the vital topic of ‘Time to Resolve’ for the modern Customer Services operation.

Where can I stay?

Holiday Inn, Regents Park
Carburton Street
Marylebone
London
England
W1W 5EE

How to make a hotel reservation

Call the TSANet Hotel Contact

Sinead Rattigan + 44 (0) 207 874 9004 if you are unable to connect to Sinead call main hotel number + 44 (0) 870 400 9111. and ask for her by name.

When booking accommodation please quote “TSANet”

You will be asked to give your credit card details to secure the booking.

Room rate is fixed for 2 nights Tuesday 19^th April and Wednesday 20^th April.

Price per room £115.00 UKP sterling per double room per night breakfast and taxes included

Twin rooms available on request, for above price.

Executive rooms available for additional £25.00 UKP

Booking deadline for these prices is 1^st April 2005. After this date TSANet cannot guarantee availability or price of room.

Internet connection at the hotel is available via dial- up only. We have been advised that this can be expensive as normal hotel telephone rates are charged.

Click on this link to view details on the Holiday Inn Regents Park.

http://www.milesfaster.co.uk/london-hotels/holidayinn-regents-park.htm

Please note DO NOT book your hotel accommodation via this link. TSANet have arranged competitive rates, if booked direct by calling the hotel quoting “TSANet”

LOCATION MAP FOR HOTEL.

http://www.milesfaster.co.uk/maps/holidayinn-regentspark-map.htm

Will TSANet pay my hotel bill?

I am afraid not – however…

TSANet has secured competitive room rates at Holiday Inn Regents Park.

Will TSANet book contact the hotel and book my accommodation fo me?

I am afraid not – however…….please see details above to book direct with Holiday Inn.

Which companies have registered to attend this meeting so far?

Microsoft, Novell, Veritas, IBM, WebMethods, Computer Associates, Dell, and Business Objects to name a few……………….

How can I justify my time at this meeting to my Manager?

TSANet is the only truly independent non profit, vendor neutral, collaborative global support infrastructure. The meeting serves as an important point in the TSANet calendar to update on progress and discuss future direction, keeping the strategic focus on reducing time to resolution for complex problems.

Only with this knowledge will you be in a better position to save time and save money in your support operations!

In addition this is an excellent opportunity to network and meet with other companies in a non sales, non competitive environment many of whom have used the TSANet infrastructure to improve support to their mutual customers.

Guest speakers are an important component of all TSANet meetings. They are carefully chosen to give value to the targeted audience.

Remember there is no charge for attending this meeting! See what other TSANet members have said about attending previous meetings below.

What are the costs of attending the meeting?

There is no charge for attending the meeting.

There is no charge for lunch and refreshments during the 2 day meeting.

There is no charge for attending the Social Evening Dinner on Wednesday 20^th April.

Attendees will be responsible for all travel costs including transport by taxi/bus from Holiday Inn Hotel to Microsoft facility in Soho £5 – 10 per day.

Attendees will be responsible for arranging and paying for their hotel accommodation at the Holiday Inn Regents Park.

I would like to hear from members what they got out of attending the last TSANet meeting December 2004?

Here are some of the comments from TSANet members who attended the last meeting in Mainz, Germany December 2004

Douglas Mancini – webMethods

A very informative meeting allowing webMethods to fully understand the power of TSANet membership and as such expand our usage and derived value. Specifically networking with other support professionals was an excellent way of sharing best practices and building valuable business relationships.

Hans van den Heuval - Novell

Good to listen to discussions on similar problems we and other colleagues have and how they work on resolving that. Getting ideas on raising TSANet awareness within our company to maximise the benefits of membership.

Alain Cadorette - Novell

Excellent introduction to TSANet members, insight into other organisations business/operational models.

Mike Emery- Microsoft

The guest speakers were particularly interesting, and provoked a lot of discussion. Networking with other delegates. Discussions on TSANet strategies. Learning how other members position TSANet.

Graham Cross – VERITAS

The ability to meet other attendees and understand the challenges they face.

Mike Jordan – Business Objects

Inspirations! Including being able to compare 24x7 support approaches, and the presentations by the guest speakers and TSANet members.

Fabienne Klein – Computer Associates

Understanding how the community model works and how Computer Associates could benefit from joining TSANet communities.

Christian Toller – Hewlett Packard

Information on the current TSANet service offerings. Exchanges with other members and examples of how to use TSANet service.

Peter Seitter- IBM

Meeting other support organisations and managers to share information, problems and solutions.

Sean Bucknall – Computer Associates

The meeting reminded me to look into CA joining the TSANet communities.

Patricia van Os – Novell

Gaining more information and a better understanding of TSANet in general. A great opportunity to talk to other Program Managers – best practice exchange and networking.

Read more comments from previous meetings. http://www.tsanet.org/world/newpublic/Events/feedback.asp

I would really like to attend but I have a previous engagement, can I send someone else?

Yes – we would be delighted to invite your colleagues, as long as they are full time employees of the TSANet member company.

I have some more questions

Surely not! ok then give me a call or send an email, I can answer any outstanding queries you may have.

Stephanie Benson mailto:stephanie@tsanet.org

Membership Services Manager

TSANet Europe Ltd

Direct: +33 (0) 563 930 966

Head Office UK: +44 (0) 1785 213 088