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106 -  A Practitioner’s ‘Visible Ops’ Benchmark Case Study
 Wednesday, November 07, 200710:00 AM 11:00 AM
Speakers:
Michael G. Carper
Vice President - Technology Operations
Coldwater Creek

Mike Carper is the Vice President of Technology Operations at Coldwater Creek, a retailer of women's apparel, accessories, jewelry, and gift items. He has 18 years experience in the engineering and support of telecommunications and information technologies in the retail, healthcare, financial services, wireless, and telecommunications industries. Mr. Carper has a bachelor’s degree in electrical engineering and technology from Purdue University and a master’s degree in Information and Communications Science from Ball State. He was recently an adjunct professor at Ball State University, where he taught graduate courses in wireless communications. He is currently pursuing a doctorate in technology management through Indiana State University. He is a nationally recognized thought-leader in the area of technology infrastructure management and design. His leadership in technology has been featured in Computerworld, CIO Decisions Magazine, and in case studies by Dell, Cisco, and Intel. He is a member of the Strategic Advisory Board for the IT Infrastructure Management Association and for the Advisory Board for CIO Decisions Magazine.
Gene Kim
CTO
Tripwire, Inc.

Gene Kim is the CTO and founder of Tripwire, Inc. In 1992, he co-authored Tripwire while at Purdue University with Dr. Gene Spafford. Since then, Tripwire has been adopted by more than 5,500 enterprises worldwide. Since 1999, he has been studying high performing IT operations and security organizations, which led Gene to co-found the IT Process Institute (ITPI) in 2004, an organization dedicated to research, benchmarking and developing prescriptive guidance for IT operations, security management, and auditors. This same year Gene co-authored the "Visible Ops Handbook: Implementing ITIL in Four Practical And Auditable Steps" which has since sold over 75,000 copies. And, he was a principal investigator on the IT Controls Performance Study project, completed in 2006. Gene currently serves on the Advanced Technology Committee for the Institute of Internal Auditors where he is part of the GAIT task force, which has created guidance on how to scope IT general controls for SOX-404. Most recently, he was given the Outstanding Alumnus Award by the Department of Computer Sciences at Purdue University for achievement and leadership in the profession
Session Description:
In this session, Gene Kim (CTO of Tripwire and author of The Visible Ops Handbook – Implementing ITIL in 4 Practical and Auditable Steps) and Mike Carper (Vice President of Technology Operations at Coldwater Creek) will discuss the Visible Ops approach to implementing key ITIL processes. They will review a before and after benchmarking study that was completed at Coldwater Creek. In this review, methodology, tools, and timelines will be examined. This is meant to be a practical study of real-world experience and tangible benefit for making quick gains with ITIL. The processes implemented include incident management, problem management, change management, configuration management, and release management – all on a 90-day implementation schedule. This enabled Coldwater Creek to accurately report on their service performance and form the structure for service level management and an IT service catalog.