In the fall of 2009, the University of Alberta selected Google Apps for Education as the solution to their email problems. Immediately afterwards, an intensive and collaborative effort began with the University's IT, Legal, Security, and Privacy offices towards fulfilling legislative and information management requirements. In December of 2010, the University and Google finally signed a contract agreeable to both organizations. This talk speaks about the University's journey into the cloud and the long road required to fulfill due diligence.

This is a panel submitted and organized by students for the benefit of future students. There is limited research in Canada and Ontario, so this is a golden opportunity for a well-hosted panel on students' technology expectations. The students have volunteered and represent a cross section of Mac users and PC users (the ever-heated debate!), and we range from undergraduate to post-graduate. The panel will have a focus on what is working well on each of our campuses and what is not, and we will be prepared to take questions on the following: Wi-fi on campus and at home, smart phones and uses for students, required notebooks vs bring your own vs open access labs, online courses and recorded lectures vs the physical lectures, and more.
Intended Audience: IT managers and professionals who want to understand students' needs better as they relate to the rapidly evolving technology situations on Canadian campuses.

Panelists: TBA, from schools across Southern Ontario

University of Calgary is in the midst of an initiative to integrate service delivery units in IT, in HR, and in Finance across the institution.
IT people working in a University setting will anticipate the challenges this presents. Some of the issues we have encountered are:

• Trust, at several levels
• Understanding the services and the deltas between the distributed and central service offerings
• Distributed IT groups tend to have more generalists than specialists.
• Consensus on which services belong in Central and which belong in the Faculties
• Differing views on whether the transition is staff-based or service-based
• Differing views on the Service Catalogue
  

This seminar highlights the issues we have encountered in our journey and the approaches we have used to remedy them.

The long forecast and dreaded exhaustion of IPv4 address allocations by the registries finally occurred in early 2011. In a world where IPv4 addresses are becoming more scarce IPv6 is a favoured technology option to support continued expansion of the Internet. Members of the panel will discuss planning for deployment of IPv6 in the context of their respective Universities and also in the broader Canadian Research and Education network landscape. Members of the audience will be invited to contribute their perspectives. Topics for discussion are:

• What is the status of your institution's planning for IPv6 implementation?
• Who at your institution is sponsoring/driving IPv6?
• What IPv6-related technical issues are you concerned with?
• If you already have IPv6 address space, did you obtain it directly from ARIN?
• If you have already deployed IPv6 in your network (other than accidentally by not disabling it on your newest computers) provide a summary of work done to-date, issues still outstanding.

This session is dedicated to a very important aspect of IT Service Management(ITSM). Each process needs to be well defined and documented to be managed. The solution offers an easy, effective and efficient way to create a process from scratch or improve existing processes by offering a step-by-step build/review engine.The solution contains 4 modules:

1. eProcess - Process design, which provides automatic generation of process documentation.
2. eAssessment - Process maturity assessment tool based on CMM®, CobiT® and ITIL® that allows to identify areas for improvements.
3. eEducation - Live instructor-led training, delivered over the internet.
4. eGovernance - Allows you to gauge whether you're maximizing your IT investment.
   

All information is stored in the database for future use and for on demand report generation. Reports are generated instantly and are customized to provide the organization's look and feel. "Seeing is believing". Invest 45 minutes which may change your ITSM future.

Balancing Customer Service and IT Security – ITIL Based Solutions for a Service Desk Conundrum

A satisfied customer is the best business strategy of all. - Michael LeBoeuf
The user's going to pick dancing pigs over security every time. Bruce Schneier
So what then, are we to make of all this? Honor thy clients but for heaven’s sake, don’t trust them with your data. In the ever changing world of IT Support today’s Service Desk is front and center on the battlefield pitting those who giveth against those who taketh away. How do we provide optimal customer service, meet the demanding expectations of our clients and still stand firm at the gates of data policy and security regimen. Could this be ITIL to the rescue?
From incident submission to resolution, a well-oiled and finely tuned ITIL based Service Desk will not only spot potential security issues but will report on them, educate clients about risks, safeguard security policy and ultimately, protect users from themselves … as well as the occasional dancing pig.