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Monday September 29, 2014

2:00 – 5:00 Conference

2:00 – 3:00 Stonebriar Ballroom

Welcome & Market Update Presenter: Harvey Gluckman, Partner, ISG Today’s sourcing market is characterized by growing volumes of smaller deals with shorter contract terms – a trend that reflects a fundamental shift in how buyers procure services. In this session we will provide an overview of the changing world of outsourcing, discuss how these changes are impacting providers and advisors, and define key success factors in an increasingly dynamic environment.

3:00 – 3:30 Stonebriar Foyer

Networking Break Coffee Talk with Sue Danino, Todd Dreger, Esteban Herrera Stop by the Coffee Talk area in the foyer to meet these ISG Executives

3:30 – 5:00 Afternoon Workshops

Gardenia The Evolving Advisor Relations Function – Are You Keeping Up? Presenter: Paul Reynolds, Chief Research Officer, ISG How are Advisor Relations teams changing globally? How is their performance typically measured, and what are their priorities and challenges? This interactive session will explore these and other questions, and examine the results of ISG’s 2014 Advisor Relations research. Service providers can use these insights to benchmark their company’s approach against the rest of the industry.

Silverleaf 1 Healthcare Reform and Changing Service Delivery Models Presenter: Al Denis, Director, ISG The ACA is driving a transformation in how healthcare providers and payers deliver services. This transformation presents challenges and opportunities for service providers willing to invest in shared risk to move healthcare delivery from traditional fee-for-services approaches to outcome-based models. The speaker will examine what will separate the winners from the losers as the healthcare marketplace continues to evolve.

Silverleaf 2 Analytics, Automation and Standardization: How Emerging Technologies are Disrupting the Sourcing Industry Presenter: Stanton Jones, Analyst, Emerging Technology, ISG; Steve Hall, Partner, ISG How are emerging technologies impacting service provider strategies? A short while ago SMAC technologies were viewed by traditional service providers as an invasive species. Today, the disruptors are firmly established in the mainstream and providers are scrambling to tout their cloud, big data and automation capabilities. In this session we’ll discuss key success factors for providers committed to adapting to an ever-evolving landscape.

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Azalea Governance Services in a Maturing Market Presenter: Cindy Eisner Beaulieu, Partner, ISG In today’s maturing sourcing marketplace, managed services represent a significant opportunity to add value by providing ongoing support of financial, contract, relationship and performance management functions. By outsourcing the day-to-day management of their outsourcers, clients can pay more attention to the “big-picture” perspective – focusing on attaining business goals and ensuring that their provider relationships are on track. In this session we’ll examine the state-of-the-art of managed services and how providers and advisors can benefit from this evolving model.

Stonebriar Ballroom RFXOne – An Innovative Go To Market Approach Moderators: Cynthia Batty, ISG Chief Knowledge Officer; Richard Fogel, ISG VP Legal Panelists: Robert Finkel, Partner WilmerHale; Shawn Helms, Partner K&L Gates; Jason Krieser, Partner K&L Gates ISG recognizes the value of a market-based and streamlined Master Service Agreement that fits seamlessly with documentation for procuring and managing outsourced services. During the past year ISG has worked with K&L Gates to harmonize ISG’s go-to-market and contracting approach to the K&L Gates published MSA “modern form.” The initiative has included a rethinking of the structure of a sourcing agreement, based on our collective experience with contracting for and managing outsourced services and emerging technologies. In this session we will discuss RFXOne – ISG’s innovative go-to-market approach – and how it can save buyers and service providers time and valuable resources in the procurement process.

5:00 – 5:30 Stonebriar Foyer

Coffee Talk with Harvey Gluckman, Steve Hall, Stanton Jones Stop by the Coffee Talk area in the foyer to meet these ISG executives

6:30 – 9:00 Terrace Garden

Reception and Dinner

Tuesday September 30, 2014

7:30 – 8:30 Town & Country

Breakfast

8:00 – 8:30 Stonebriar Foyer

Coffee Talk with Clay Calhoun, Al Denis, Paul Reynolds Stop by the Coffee Talk area in the foyer to meet these ISG Executives

8:30 – 9:30 Stonebriar Ballroom

Keynote Speaker – the New World of “B4B” J. B. Wood, CEO, Technology Services Industry Association (TSIA) The traditional B2B business model designed 125 years ago as a simple “make, sell, ship” approach is no longer capable of delivering the full potential of high-tech and near-tech solutions. The emerging “B4B” model explores the possibilities of connecting suppliers to customers in real time. Rather than selling things to customers, success in the new world of B4B will be about delivering outcomes.

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9:30 – 10:15 Stonebriar Ballroom

Open Dialogue Presenters: Todd Lavieri, Partner and President, ISG Americas and J. B. Wood, CEO, Technology Services Industry Association (TSIA) In this interactive Q&A session following the keynote address, registrants will provide feedback and respond to survey questions related to industry trends, market evolution and the emerging model of outcome-based sourcing.

10:15 – 10:45 Stonebriar Foyer

Networking Break Coffee Talk with Jeff Croyle, Hack Heyward, Rajib Datta Stop by the Coffee Talk area in the Stonebriar Foyer to meet these ISG Executives

10:45 – 12:00 Morning Workshops

Gardenia The Evolving Advisor Relations Function – Are You Keeping Up? Presenter: Paul Reynolds, Chief Research Officer, ISG How are Advisor Relations teams changing globally? How is their performance typically measured, and what are their priorities and challenges? This interactive session will explore these and other questions, and examine the results of ISG’s 2014 Advisor Relations research. Service providers can use these insights to benchmark their company’s approach against the rest of the industry.

Silverleaf 1 IT/Business Cost Transparency – an Emerging Imperative Presenters: Steve Hall, Partner, ISG and Chris Pick, Apptio The need for total cost transparency and business alignment is entering a critical phase as businesses struggle to integrate labor automation, analytics and cloud computing, and to address a wide range of longstanding issues. Multiple vendors have responded by investing significant resources to enhance cost transparency capabilities. This session – jointly presented with Apptio, a leading financial management software firm – will examine key success factors and recent market developments related to IT cost transparency, and implications for the service provider community.

Silverleaf 2 Service Integration – Achieving “Transformed Operations” More Efficiently Presenters: Lois Coatney, Partner, ISG and Ola Chowning, Director, ISG As client organizations recognize the importance of service integration to achieve operational excellence, they are increasingly focused on using governance and process integration mechanisms to drive change at a faster pace. This session will examine how service providers and clients can collaborate for a more effective and rapid transformation to target operating models.

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Stonebriar Ballroom RFXOne – An Innovative Go To Market Approach Moderators: Cynthia Batty, ISG Chief Knowledge Officer; Richard Fogel, ISG VP Legal Panelists: Robert Finkel, Partner WilmerHale; Shawn Helms, Partner K&L Gates; Jason Krieser, Partner K&L Gates ISG recognizes the value of a market-based and streamlined Master Service Agreement that fits seamlessly with documentation for procuring and managing outsourced services. During the past year ISG has worked with K&L Gates to harmonize ISG’s go-to-market and contracting approach to the K&L Gates published MSA “modern form.” The initiative has included a rethinking of the structure of a sourcing agreement, based on our collective experience with contracting for and managing outsourced services and emerging technologies. In this session we will discuss RFXOne – ISG’s innovative go-to-market approach – and how it can save buyers and service providers time and valuable resources in the procurement process.

12:00 – 1:00 Town & Country

Lunch

1:00 – 2:00 Stonebriar Ballroom

Squawk Panel: The Changing Marketplace

Moderator: Anubhav Saxena, ISG

Panelists: ISG Partners David Tienstra, Lois Coatney, and Steve Hall

What’s the state of the outsourcing industry today? How successful (or not) have providers been at integrating SMAC technologies and automation? Are we achieving the benefits of standardized solutions, while managing the complexity of new service delivery models? Is “outcome-based” service delivery a reality or marketing hype? Our panelists – and audience – will consider these and other provocative questions.

2:00 – 2:30 Stonebriar Foyer

Networking Break

2:30 – 5:30 Stonebriar Ballroom

One-on-One Meetings

2:30 – 5:00 Azalea

Training: SIAM Essentials Lois Coatney, Partner, ISG

5:15 Stonebriar Foyer

Closing Reception