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Monday
02:00 PM to 06:30 PM | |
Monday
02:30 PM to 03:30 PM | |
| Contract negotiation clinics are small, hands-on workshops that deliver a powerful combination of Gartner insight and peer best practices that will position you well for you next contract negotiation - or renegotiation - with strategic vendors. Facilitated by a Gartner expert, the clinic delivers tools and tips aimed at getting you more for less. This clinic is specifically focused on application outsourcing contracts |
Monday
02:30 PM to 03:30 PM | |
| Join your peers for an afternoon session of informal networking. This session further segmented by topic, industry or sub-role provides an opportunity to drill down in a small group session - designed for an intimate and interactive learning experience. |
Monday
02:30 PM to 03:30 PM | |
| Join your peers for an afternoon session of informal networking. This session further segmented by topic, industry or sub-role provides an opportunity to drill down in a small group session - designed for an intimate and interactive learning experience. |
Monday
03:45 PM to 04:45 PM | |
| Contract negotiation clinics are small, hands-on workshops that deliver a powerful combination of Gartner insight and peer best practices that will position you well for you next contract negotiation - or renegotiation - with strategic vendors. Facilitated by Gartner experts, the clinic delivers tools and tips aimed at getting you more for less. This clinic is specifically focused on infrastructure outsourcing contracts. |
Monday
03:45 PM to 04:45 PM | |
| Join your peers for an afternoon session of informal networking. This session further segmented by topic, industry or sub-role provides an opportunity to drill down in a small group session - designed for an intimate and interactive learning experience. |
Monday
03:45 PM to 04:45 PM | |
Monday
05:00 PM to 06:00 PM | |
| IT has to proof its value to the business and that business demands that proof. Testing would be an excellent catalyser but it often seems to fail to reach the business eye. From a business perspective there is still limited understanding of the impact of embedding testing throughout the fulfillment of business demand to realizing business benefits. Why is that? This presentation will address how testing can support business outcome and add real business value. |
Monday
05:00 PM to 06:00 PM | |
| This session provides the fundamentals for negotiating IT contracts. Attendees will get practical tools and advice for planning and running an IT contract negotiation. |
Tuesday
07:00 AM to 08:15 AM | |
| Looking for others who play the same role in their organization as you? We've designated a portion of the breakfast tables with the following roles ---- IT Sourcing, Business Process Sourcing, Vendor Management and Contracting Specialist to help you connect with like-minded peers.
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Tuesday
07:00 AM to 05:30 PM | |
Tuesday
08:00 AM to 08:15 AM | |
Tuesday
08:15 AM to 09:00 AM | |
| Old fashioned outsourcing simply doesn't work today. Outsourcing now demands greater flexibility and agility. In turn, providers are responding with a broader portfolio of services and delivery models. But enterprises must focus on selecting the right blend of providers and services to enable growth and drive business value. We'll uncover the best methods for taking advantage of today's revolution in outsourcing and vendor management, and examine the new approaches it requires. |
Tuesday
09:00 AM to 09:45 AM | |
| Margaret (Peggy) Fechtmann, Executive Vice President of Capability Sourcing at MetLife will present the evolution of MetLife’s sourcing journey. MetLife is implementing a multisoucing strategy including BPO, ITO, strategic vendors and captive centers to deliver a wide array of services across a global sourcing network. This keynote will explore the philosophy and methods behind MetLife’s enterprise wide approach to sourcing, their approach to developing business and supplier partnerships and their successes and challenges in creating a strong service delivery operation. Linda Cohen, Gartner Vice President and Conference Chair will interview Ms. Fechtmann and end with attendee Q & A. |
Tuesday
10:00 AM to 10:45 AM | |
| This unique presentation explores what scientific research demonstrates about the ability of certain cooperative and collaborative relationships to facilitate our goals. In this presentation, Dr. Robert B. Cialdini first describes the six universal principles of influence—those that are so powerful that they generate desirable change in the widest range of circumstances. The principles are: Liking, Authority, Reciprocation, Scarcity, Consensus, and Consistency. Dr. Cialdini’s presentation next focuses on how the first three of these principles have been and can be harnessed to meet specific, mutually beneficial objectives by building cooperation. Throughout, Dr. Cialdini emphasizes the ethical use of the principles so that those involved feel genuinely committed to a cooperative/collaborative approach. It is only in this fashion that the influence process can be simultaneously effective, ethical, and enduring. And, it is only in this fashion that it can enhance a lasting sense of cooperation between those involved in the partnership. |
Tuesday
11:00 AM to 12:00 PM | |
| Being a mixture of ethnicities has been one of the main traits that make part of the core of Brazil’s value proposition. To draw on the diversity allows for great ideas and delivers IT solutions increasingly creative and innovative. Don’t miss our Sponsor Session. Come and listen to the things we believe makes us a great partner choice ultimately focused in achieving the desired business outcome. |
Tuesday
11:00 AM to 12:00 PM | |
| Join industry thought leaders for an interactive discussion exploring interwoven strategies of business process management and innovative technology to help set priorities that improve business performance. See how even the best technological solutions don’t deliver results without strong alignment to the right business processes.
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Tuesday
11:00 AM to 12:00 PM | |
| As organizations begin exploring the use of cloud computing for IT, concerns surrounding sourcing and control will arise. Even more profound are potential issues for management of the business processes or functions being supported by cloud services. Who has responsibility ensuring the IT and business functionality operates effectively from an end-to-end service management perspective? Who manages the knowledge of what is being provisioned, by whom, and what data resides where, with what security access?
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Tuesday
12:00 PM to 02:00 PM | |
Tuesday
12:15 PM to 12:45 PM | |
| Marty Racioppi(Head – Technology Sourcing Office,Pearson) will share his experience on how he designed his global-sourcing partnership to be truly flexible , agile and nimble and thus turn his IT department into a value-oriented, service-centric organization fostering greater business-IT partnership and how this in turn helped in creating a direct business impact for Pearson. |
Tuesday
02:00 PM to 03:00 PM | |
| Enterprises all have a mix on internal and external sourcing across of a myriad of business and IT processes. Here we help clients navigate the analysis of options, sourcing models in a pragmatic executable approach. Most importantly, with an eye on how all the sourcing choices need to be managed and governed. |
Tuesday
02:00 PM to 03:00 PM | |
| Vendor risk management helps prevent negative impacts on business performance from risks associated with IT service providers. Through oversight and prevention of problems, VRM can also help improve vendor performance and the vendor's value contribution to the business.
All end-user attendees at the event are invited to register for Analyst/User Roundtables. Seating is limited and appointments will be scheduled on a first-come, first-served basis.
Reserve your spot early as these sessions always sell-out quickly! |
Tuesday
02:00 PM to 03:00 PM | |
| Most organizations pay too little attention to the pricing model that is being used in their outsourcing deal which frequently leads to less than satisfactory deal outcomes. In this roundtable discussion we examine available pricing options and the pros and cons of each choice for your specific deal types - applications, infrastructure, utility.
All end-user attendees at the event are invited to register for Analyst/User Roundtables. Seating is limited and appointments will be scheduled on a first-come, first-served basis.
Reserve your spot early as these sessions always sell-out quickly! |
Tuesday
02:00 PM to 03:00 PM | |
| Cloud computing is having an increasingly significant impact on how technology and IT services are produced, sold, and bought. But like anything new, Cloud computing can be a good or a bad thing. And that applies equally to both buyers and sellers of outsourcing services. This presentation examines the cloud phenomena and outlines how cloud computing will change many fundamental aspects of the traditional outsourcing experience. |
Tuesday
02:00 PM to 03:00 PM | |
| A contract construct that allows you to drive service-provider performance is necessary for the successful execution of any outsourcing deal. When developed and used correctly it is a key component to successful sourcing relationships. When developed and used incorrectly it leads to unrealized results, dissatisfied customers, potential competitive disadvantage and deal failure. This presentation outlines the necessary steps to develop the contract to drive the provider's behavior. |
Tuesday
02:00 PM to 03:00 PM | |
| You’re more dependent on external vendors, your external spend is increasing and you now have greater risk using vendors than ever before. Here we introduce a new Vendor Management Framework to improve control, reduce risk and drive more value from your vendors. |
Tuesday
02:00 PM to 03:00 PM | |
| Use of Global Delivery continues to grow, but the maturity of services and the presence/capabilities of providers across the globe is not uniform. This presentation analyzes the current landscape of providers and explores how to optimize their talents to deliver value to your organization. |
Tuesday
02:00 PM to 03:00 PM | |
| Many organizations have unrealistic expectations about what BPO can actually do for them and don’t necessarily always make the essential internal organizational changes. Starting with what does the future of process look like we will explore how organizations are currently and will be using BPO for success. |
Tuesday
03:15 PM to 04:15 PM | |
| Two of the most frequently asked questions are "What is the impact of cloud?" and "Do we need new governance?" Thus far, cloud discussions have focused on the tactical. This session examines the broader strategic factors that are in play and presents advice and guidance on how to ensure the cloud doesn't darken your day. |
Tuesday
03:15 PM to 04:15 PM | |
| This roundtable will cover the MSI role, what it is, how it fits into the disciplined multi-sourcing, characteristics you should seek when selecting MSI's and what some of the providers capabilities are that results in effective vendor management.
All end-user attendees at the event are invited to register for Analyst/User Roundtables. Seating is limited and appointments will be scheduled on a first-come, first-served basis.
Reserve your spot early as these sessions always sell-out quickly! |
Tuesday
03:15 PM to 04:15 PM | |
| Traditional and offshore service providers are building cloud services capabilities to avoid falling behind. In this roundtable session you'll hear the differences between providers to help you choose the right partner to make your Cloud strategy, a reality.
All end-user attendees at the event are invited to register for Analyst/User Roundtables. Seating is limited and appointments will be scheduled on a first-come, first-served basis.
Reserve your spot early as these sessions always sell-out quickly! |
Tuesday
03:15 PM to 04:15 PM | |
| The global IT services market leaders – and aspiring leaders – are strong competitors and they want your business! But how can you identify which service providers are well positioned for future growth trends, financially stable, investing in clients, and suited to support your service/business needs? In this presentation we will take a closer look at buyer preferences, the competitive landscape, market dynamics, and the strategies of key IT services players that you will likely consider today and in the future, to help you select the optimum service providers for your various IT services needs. |
Tuesday
03:15 PM to 04:15 PM | |
| Successful outsourcing requires you to follow certain proven processes during the vendor evaluation and selection phase. As complexity grows, certain parts of the process - like due diligence, risk management, and business case analysis- require special attention. This workshop reviews the Gartner toolkits that can help you conduct an effective evaluation of today's marketplace. |
Tuesday
03:15 PM to 04:15 PM | |
| Service delivery to our operations must be seamless and effective. But that can be difficult to accomplish when using both internal and external resources. This presentation will explain the critical success factors in managing multisourcing. |
Tuesday
03:15 PM to 04:15 PM | |
| The cloud computing- sourcing paradigm either threatens to derail the offshore services' value proposition or creates a significant new opportunity for offshore vendors. We analyze the dynamics caused by these two converging paradigms and assess what it means for clients. |
Tuesday
03:15 PM to 04:15 PM | |
| Your customer management strategy must consider emerging CM BPO services, from the adoption of Work-at-Home and new offshore locations to consulting, analytics and multi-channel services. This presentation will explain current market dynamics and emerging services to help buyers develop an optimum CM BPO sourcing strategy. |
Tuesday
04:30 PM to 05:30 PM | |
| Shared services centers (SSCs) and Centers of Excellence (COEs) are terms that often utilized interchangeably and for some are used in conjunction with outsourcing. The terms oftent conjure up discussions regarding costs, organizing functions for efficiency, and improving the quality of services. Here, we present guidance and strategies for setting up a SSC, the necessary decision framework to design it, and the tools needed to conduct an outsourcing analysis. |
Tuesday
04:30 PM to 05:30 PM | |
| Incentive and penalty clauses are vital foundational elements of all outsourcing contracts and, ultimately, critical in managing the relationship and yet many organizations do not include them at all. In this roundtable discussion you will hear the approaches to properly implementing incentive and penalties in contracts.
All end-user attendees at the event are invited to register for Analyst/User Roundtables. Seating is limited and appointments will be scheduled on a first-come, first-served basis.
Reserve your spot early as these sessions always sell-out quickly! |
Tuesday
04:30 PM to 05:30 PM | |
| All end-user attendees at the event are invited to register for Analyst/User Roundtables. Seating is limited and appointments will be scheduled on a first-come, first-served basis.
Reserve your spot early as these sessions always sell-out quickly! |
Tuesday
04:30 PM to 05:30 PM | |
| Traditional Data Center outsourcing or dedicated hosting no longer fits the requirement of competing organizations. Clients are looking for - and providers are increasingly delivering - new industrialized services that aim to couple the positive aspects of both outsourcing and Cloud Computing. The success of infrastructure utility for SAP offerings and the emerging offerings for a virtual/utility Data Center are clearing the path for more choice and better services at a lower price. |
Tuesday
04:30 PM to 05:30 PM | |
| Businesses that outsource want to measure their providers with service levels that match their KPSs. However, most contracts don't do that. This presentation shows how organizations can develop successful links between SLAs and KPIs. |
Tuesday
04:30 PM to 05:30 PM | |
| In today's dynamic multisourcing world, no matter what you do, there is a transition in your future. With each transition, the organization will be disrupted, creating challenges in achieving expected business results. This presentation addresses critical components that must be addressed to reduce risks and optimize the time involved in attaining expected service quality in the new environment. |
Tuesday
04:30 PM to 05:30 PM | |
| Each year Gartner analyzes 75 countries to determine the 30 leaders of offshore services. This workshop focuses on how organizations should develop a strategy for the selection of countries and providers, and identifies which locations are leading the way. |
Tuesday
04:30 PM to 05:30 PM | |
| P&G’s Global Business Services (GBS) offers a wide variety of ITO and BPO services to its business unit clients around the world. Few companies have achieved the scale and success that P&G has with its integrated global shared services organization. GBS has transformed the way the company does business and consistently delivers the AND- Scale AND agility; Innovation AND operational excellence; Quality AND savings.
In this session we’ll explore:
· The P&G Run as a Business model
· How P&G partners with the best of the best to deliver its objectives
· Examples of leading edge business services P&G provides |
Tuesday
05:30 PM to 07:30 PM | |
Wednesday
07:30 AM to 09:00 AM | |
| We will have a portion of the breakfast area designated by industries ------ Financial Services, Manufacturing, Government & Public Sector, Healthcare, etc. Join your industry table.
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Wednesday
07:30 AM to 05:00 PM | |
Wednesday
09:00 AM to 10:00 AM | |
| In the world of outsourcing, cooperation and collaboration between the internal and external teams is critical. In his keynote address, Jeff Gibson, VP of Consulting at The Table Group, will make the point that teamwork remains the ultimate competitive advantage, both because it is so powerful and so rare. He says if you could get all the people in an organization rowing in the same direction, you could dominate any industry, in any market, against any competition, at any time. Based on the teamwork model outlined in Patrick Lencioni’s best-selling book, The Five Dysfunctions of a Team, Jeff will uncover the natural human tendencies that derail teams and lead to politics and confusion in so many organizations. Audience members will walk away with specific advice and practical tools for overcoming the dysfunctions and making their teams more functional and cohesive. |
Wednesday
10:30 AM to 11:30 AM | |
| Few enterprises have a formal and well-developed sourcing organization and yet, as multisourcing becomes more complex, it is essential to integrate IT sourcing management activities into an organization. This presentation explores why and how enterprises should develop a formal sourcing organization. |
Wednesday
10:30 AM to 11:30 AM | |
| This interactive discussion will explore the best practices, tools and techniques for managing contracts, performance and relationships with BPO service providers.
All end-user attendees at the event are invited to register for Analyst/User Roundtables. Seating is limited and appointments will be scheduled on a first-come, first-served basis.
Reserve your spot early as these sessions always sell-out quickly! |
