IT Asset Management & Knowledge Management for IT Support Workshop

Workshop Overview

Our first workshop for the year will incorporate 2 sessions, the first on Knowledge Management and the second on Asset Management, both highly topical and of great relevance to the industry.

Session 1:  Knowledge Centered Service (KCS) - Have you implemented KCS?  Is it working as planned?   presented by Paul Paterson.

In this session Paul will draw on a case study from the NSW Department of Education and from recent consultancies to share the joys, pain and pleasure in implementing knowledge Management (KCS).  Learn what strategies, tips and tricks to employ to get it done or refine what you have already implemented.

“I believe of all the projects I have undertaken KCS can and should be THE most rewarding an organisation will do, if done well, in terms of both customer satisfaction, business productivity and analysts to 3^rd level support teams job satisfaction”.

Those attending the workshop will be invited to contribute their experiences and share the highs and lows so as to stimulate the conversation and keep the momentum flowing.

Session 2:   IT Asset Management in ITIL 4 - are you up to scratch?presented by Norman Mighell

The introduction of ITIL4 saw IT Asset Management (ITAM) elevated to the status of a Service Management Practice.

But what does it encompass?

In the past the term ITAM has often been used to refer to software asset management, leaving hardware lifecycle management as an afterthought, floundering in a series of outdated spreadsheets.

Best practice ITAM readily answers these questions:

• What devices are deployed across your organisation?
• When were they deployed?
• Who’s using them?
• When are they due to be refreshed?
• For those that are no longer in use, have they been securely disposed of, by whom, when?
• Do you have the Data Sanitisation Certificates?

Join Norman Mighell for a deep dive into the world of ITAM to gauge your organisation’s maturity with this Service Management Practice, and take away some tips on how to better service your users, reduce your costs and improve your IT security by improving your ITAM practice.

Click on the 'register' button at the top or botton of this page to join us for this informative afternoon 

Don’t forget HDAA members receive complimentary seats to HDAA workshops;

• Platinum members – 6 complimentary seats
• Gold members – 4 complimentary seats
• Silver members – 3 complimentary seats
• Bronze members – 2 complimentary seats

To Register online (you will need to be signed in as the member company representative to register for complimentary seats online) or else contact HDAA via email or by phone 1800 800 751) to register directly

Workshop Facilitators

Paul Paterson
HDAA Consultant, previously Senior Manager ICT with NSW Department of Education 

Paul has worked in Public Education, mainly in the TAFE sector, for over 40 years.

Working in varying capacities in IT, spanning 25 years, Paul had been in many and varied roles including:- Applications Development & Implementation, Business Analyst, Project and Programme Management, and for 7 years was the Senior Manager of the ICT Service Desk for the NSW Department of Education and Training (DET) where he lead a team of over 60 people as front line Service Desk Analysts, Team Leaders and Site Managers.

Norman Mighell
Managing Director of Interlink Asset Management Services

Norman has over 15 years’ experience providing IT Asset lifecycle services to a broad range of enterprise and government clients Australia-wide.

He has considerable experience ranging from planning and executing end-user device refresh projects involving multiple sites and thousands of devices to ongoing business as usual asset deployment, secure disposal and physical audit services.

He has a particular interest in working with IT professionals to optimise their overall IT service delivery and IT security practices by ensuring their assets are properly managed throughout the entire asset lifecycle.

Norman holds a Graduate Diploma in Marketing from the University of Technology, Sydney and is the founder and Managing Director of Sydney-based Interlink Asset Management Services.

Workshop Details

Registration:  from 12:30pm (light refreshments will be available from this time)
Workshop:  1pm - 3pm
Networking: 3pm - 5pm (join your industry peers to discuss topics of interest over canapes and drinks)
Venue : Novotel Canberra, 65 Northbourne Ave, Canberra  Ph:6245 5000

For more information, please contact HDAA on T: 1300 130 447.