(Invitation-only for ITSMA Members)

ITSMA Marketing Roundtable:
Marketing Maintenance and Operational Services

15 March 2005
12:30 - 15:30 CET

Hosted by EMC Computer Systems France, at the offices in Nanterre, Paris, France.

Overview

Maintenance and operational services represent a major source of revenue and profitability for many companies, but they typically receive little respect (or resources) compared to other parts of the portfolio. Absent a vigorous marketing program for these services, however, companies risk losing a primary element of sustainable growth.

This ITSMA roundtable, hosted by EMC, will explore the most important trends affecting maintenance and operational services, and the most successful marketing approaches to ensuring their continued growth and profitability.

The roundtable will feature new research from ITSMA on member company priorities and performance, and highlight specific examples of successful programs. Specific discussion topics include:

1. The strategic significance of maintenance and operational services to technology companies
2. Changes in customer expectations and buying patterns
3. Key performance indicators such as attach and renewal rates
4. Pricing strategies
5. Preferred marketing strategies and tactics
6. Use of sales teams and partners

The roundtable is designed for maximum discussion and peer interaction. Beyond the prepared topics, this roundtable is also designed to facilitate open discussion on other top-of-mind issues facing leading marketing executives focused on these types of services.

There is no charge for participation, however the roundtable is limited to 15 representatives of ITSMA member companies. Lunch is included.

Facilitator	[TOP OF PAGE]

Beverley Burgess
Former Vice President and Managing Director, ITSMA Europe
info@itsma.com

Bev leads all of ITSMA’s membership, research, consulting, training, and event services in Europe, supporting both European companies and the European marketing organizations of other global IT and consulting firms.

Before joining ITSMA, Bev created and implemented a full range of corporate and marketing strategies in Europe, America, and Asia for companies such as Epson, Ericsson, BT, Cable & Wireless, British Gas, United Utilities, Biomni, and Computasoft.

Her most recent experience is as marketing director of electronic procurement specialist, Biomni. There, she managed the company launch in 1999, including developing the corporate and marketing strategy, establishing differentiated positioning through a comprehensive brand strategy, and designing and creating the marketing function, resources, and systems within the company.

Previously, Bev built a marketing function for Computasoft Consulting whilst achieving aggressive revenue growth targets. She was also a senior marketer at technology marketing specialist, Blakes Marketing Practice, and a marketing planning manager (EMEA) with Epson (UK) Ltd. She began her career with British Gas plc on its fast track management development programme, encompassing a number of roles in the central marketing function.

Bev holds an M.B.A in strategic marketing, gained with distinction from Hull University and incorporating an in-depth study of the implications of cultural diversity to perceptions of service quality. She also holds a BSc Honours degree in business and psychology. Bev is a Chartered Marketer and a Fellow of the Chartered Institute of Marketing, gaining her Diploma in 1991 and becoming chairman of the North London Branch in 1996.

To find out more
Participation is by invitation only. If you would like to discuss who might be eligible to participate from your company, please contact Sammy White on +44 (0)1892 523060 or at swhite@itsma.com.

Location and Event Information	[TOP OF PAGE]

Event Date:	15 March 2005
Event Time:	12:30 - 15:30 CET (lunch included)
Member price:	No Charge
Non-member price:	This event is open to ITSMA member companies only.
Event Location:	EMC Computer Systems France
	Immeuble Le Capitole 55 avenue des Champs Pierreux TSA 20003 F-92729 Nanterre Cedex
	Telephone: +33 1 46 95 80 00 Fax : +33 1 46 95 89 99 Website: http://france.emc.com