Forrester

Joint Security & Infrastructure Operations Opening Remarks

Why Customer Experience Matters

To leapfrog the global competition, companies that seek to differentiate based on customer experience must do more than simply imitate the actions of well-known leaders or competitors. Instead, they must set out a strategy that directs employees to obsess about the activities most important to their customers. This keynote will answer three key questions:

• What trends are driving the focus on customer experience?
• What is the right customer experience strategy for your business?
• What does your firm's customer experience strategy mean to you as Infrastructure & Operations and Security & Risk Professionals — and how can you be part of driving fundamental changes to the business?

Next-Generation Service Management For The Age Of The Customer

We live in a service society where our experiences using services and our interactions with service providers shape our view of value, define our level of satisfaction, and act as the basis for loyalty and advocacy. IT is at core of this society, both as an enabler and as a vital delivery and support mechanism. But increasing commoditization, self-service, and economic pressure mean that IT leaders must increase their customer focus, accelerate innovation cycles and operational efficiency, and provide a superior service experience. In this session, we will explore:

• Why traditional IT service management frameworks, such as ITIL and COBIT, fail the customer and their management sponsors.
• The elements of a “next-generation service management” strategy that is customer-centric and that today’s more successful service businesses and progressive IT organizations are using.
• Where to start the journey to transform into an “outside-in” IT organization that strives for continuous operational and service excellence.

Morning Break in the Solutions Showcase

Controlling And Using Big Data To Your Advantage

In the never-ending race to stay ahead of the competition, companies are developing advanced capabilities to store, process, and analyze vast amounts of data from social networks, sensors, IT systems, and other sources to improve business intelligence and decisioning capabilities. As organizations aggregate more and more data, Security & Risk (S&R) Professionals need to be aware that much of it could be financial, personal, and other types of sensitive data that are subject to global laws and regulations and that need advanced security. In addition, S&R Professionals should realize that they too can take advantage of big data processing capabilities to finally develop their own advanced threat intelligence capabilities.

• Big data equals big opportunities and challenges.
• Use Forrester's Big Data Security and Control Framework to control big data.
• Learn how to leverage big data to improve security and operations.

It's Time To Change Your Homogenous Approach To Workforce Computing

The de facto IT approach of providing PCs for employees is not unlike Henry Ford's Model T in the early 1900s: You could have any color car so long as it was black. The reality is that your workers are increasingly mobile, global, and diverse — and they're bringing in their own technology to create real business value. As a result, the tried-and-true approach of driving efficiency by managing a single PC or laptop across your enterprise is breaking down, and you're going to have to rethink how you support them. By attending this session, you will learn:

• The major forces that are driving I&O Professionals to change their traditional ways.
• How cloud services, mobile applications, and virtualization build a technical foundation that facilitates a new approach.
• The steps that I&O Professionals must take to evolve how they support their company's workforce.

Premier Sponsor With Orange Business Services: Bring Agility And Competitiveness To Your Company With End To End Cloud Computing Services

• Why and how you should you move to cloud computing.
• Help in devising and implementing this major IT transformation.
• Customers' feedback on their migration and deployment of cloud services.

Premier Sponsor With MicroFocus: Transforming What The Mainframe Can Do

Modernization and transformation initiatives for today’s and tomorrow’s applications are driving activity within data centers worldwide: simplifying portfolios, driving down infrastructure costs and opening up legacy applications and development processes to support new cloud-enabled, virtualized innovation.

In this session you will see how Micro Focus’s Mainframe Solutions accelerate application service delivery, including best-practises brought to life by real-world customer examples for:

• Modernizing and transforming initiatives for optimized application management
• Simplifying application portfolios
• Optimizing existing legacy applications and development processes
• Supporting new cloud-enabled, virtualized innovation

Premier Sponsor With PWC: Solving Complex Business Problems Using Technology

Whether you’re trying to achieve growth, innovation, process optimisation or cost reduction.  We believe that business can drive technology and technology can drive business.

Our keynote speech will discuss methods and options to:

• Understand your business challenges and working collaboratively to accelerate decision.
• Extract the best from across your organisation (finance, operations, strategy, people, risk and tax) to drive business value.
• Determine how, when and why to harness the best technologies and how technology can play a part in achieving your objectives.

Networking Lunch

Afternoon Break in the Solutions Showcase

Registration & Refreshments in the Solutions Showcase

Welcome

Not Your Bermuda Triangle: The Convergence Of Identity Management, Data Protection, And Fraud Management

Fraud affects not just banks but all firms that have customer- and business-partner-facing channels: The result is rising costs of identity theft, employee fraud, and data breaches. You can only manage fraud and protect information adequately if you: 1) fully understand the permissions of identities accessing data, and 2) can separate normal transactions from fraudulent activities and anomalies in user behavior. In this session, you will learn:

• How fraud affects organizations.
• How leading firms protect information using identity and context-sensitive methods via case studies.
• How you can use IAM and fraud solutions for identity intelligence for on-premise and SaaS applications.
• How the space will evolve in the next three years.

Information Security Is Not My Problem — I’m Making Trucks!

Ten years ago, information security was a low-priority issue in a traditional manufacturing company with low risk awareness. Since then, Scania has been transforming itself from a truck manufacturer to a service provider with an extended partner network — and with new risk exposure and new challenges. With no background in security, Fredrik Sjöblom was given the task of modernizing and adapting security within Scania. This session will look at:

• Working with information security in a culture of low risk awareness.
• Reflections from someone who was new to leading security work.
• Lessons learned from six years of change management.

Morning Break in the Solutions Showcase

Privacy In The Era Of Borderless Innovation

Innovations such as big data, social commerce, and Internet consumer data mining have led to explosive growth in the Internet economy, but they have also affected user privacy. Google Analytics, cloud computing, and even the use of cookies have all engendered privacy debates and, in some cases, new regulations. Thomas Reuters reported that there were more than 14,000 regulatory announcements in 2011 around the world. How does a multinational company keep up with such a complex legal environment yet still foster cross-border innovation? The panel will address these topics:

• True stories and lessons learned from navigating the complex web of global privacy laws and regulations.
• The impact of innovations such as big data, social commerce, cloud computing, and Internet consumer data mining on privacy.
• The tensions between rapid Internet-led innovation and the pace and nature of regulation.
• The role of government-level multilateral agreements in fostering international collaboration and innovation while protecting citizens' privacy rights.

Closing Remarks

Networking Lunch

Dessert in the Solutions Showcase