Link Alander and Shah Ardalan from the Lone Star College System (LSCS) gave this presentation.  LSCS has over 65,000 students and is growing at 5-8% a year.
They initially had difficulty in instituting metrics; IT in particular had been dodging measurement since Y2K--saying they were too busy, or that IT was changing too quickly.  They have four particular areas of focus:

Victoria White, the Fermilab CIO, gave this talk.  Her group maintains "classic IT," the infrastructure, and the R&D supporting Fermilab's research.  She did a really good job of explaining their environment, e.g. they have over 16 petabytes of research data.  Their users expect 24x7 service and uptime.

Robbin Trusty of Austin Energy gave a presentation, "ITSM+PMO=NWO".  Austin Energy has been working on integrating ITSM into their PMO.  They have not gotten very far in their implementation, but Robbin had some neat ideas.

Caveat lector: these are my notes, which are in no way a complete summary of this keynote.
Dr. Jackie Freiberg, author of "Boom!  7 Choices for Blowing the Doors Off Business-As-Usual," gave a motivational keynote to begin the conference.  Her slides and other materials were going to be posted at http://www.frieburgs.com/itsmf.

I attended Troy DuMoulin's "Ask the Expert--Continual Service Improvement" breakfast club discussion this morning (although I arrived a couple of minutes late).  Here are some notes from the talk:

John Beachboard and Dhiraj Gupta wrapped up the academic forum.  Around 20 universities from four different countries attended.  Attendees received copies via USB drive of presentation materials, plus materials and course syllabi.
There were several action items--they hope to establish a wiki for inter-University course content generation.  I hope to become a liaison between the academic forum members and the itSMF Higher Education SIG.

Michael Walter, from the Atlanta LIG, described the Atlanta LIG's efforts to reach out to academia.  They contacted Emory University, Georgia State University, the University of Georgia, and Georgia Tech.  The things that worked were

• Connected to IT practitioners at the schools (i.e. the IT departments)
• Gave a senior seminar lecture at Georgia State
• Created an Academic panel discussion

However, they did not reach faculty the way they were hoping--they had turnout almost exclusively from the IT practitioners.

Development of a Graduate Program in IT Service Management

Bill Hefley, now out of the University of Pittsburgh, gave this talk.  Bill described the rise and fall of the MSIT-ITSM degree at Carnegie Mellon University.  The MSIT-ITSM degree was going to be based out of the School of Computer Science.  There was a lot of politicking required to create the degree program.  However, the core faculty for the fledgling program were not tenure-tracked and during budget cuts they were let go, meaning that the program could not take off the ground.

This morning Suzanne Van Hove from SED-IT presented a case study called "MobileMusic."  Suzanne worked with others to create this case study, which was intended to help professors introduce service management concepts.  For example, students can review the case study, which says that "MobileMusic" has multiple Service Desks, and then they can think through what some opportunities for change might be (e.g. consolidating the service desks or outsourcing them).

Today after the keynote address, we heard two presentations about Service Management approaches in the classroom.  Both presentations lamented the current course material options available for introductory classes; one audience participant recommended the book "Adventures of an IT Leader."