Day 1 Review: itSMF UK Conference

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The ITSM Team pre-dinner awards

This was my very first visit to the itSMF UK conference. I arrived Sunday afternoon and got straight into the networking. Whenever I’ve been to an event before I have always attended with someone else and felt comfortable just meeting the occasional person.

It can be very intimidating attending conferences when you’re new to it as everyone seems to already know everyone else. I could have just relied upon my new colleagues to introduce me but I was determined to get out of my comfort zone and do it for myself.

Enter Twitter!

I sent a quick Tweet to say I had arrived and to query whether anyone else was around and within 5 minutes I had organised a meet up with Daniel Breston of Qriosity (someone I had never met before) in the bar.

That one connection led to meeting Stephen Griffiths of priSM and Brenda Peery of Tactare who in turn introduced me to countless others at the drinks reception. My advice to anyone attending an event for the first time is to be brave and get out there and meet people as soon as you can. You know you have at least one thing in common as you’re all at the conference. Mingle…it knocks an already rewarding experience right over the edge when you leave having made new friends and contacts.

The Conference

The Conference kicked off on Monday with Colin Rudd – itSMF UK Chairman, elucidating on why ITSM models of the future will change from Customer, Service Provider, Supplier to Service Broker, Service Integrator and that although the emphasis on service managers will change it will still be as important as ever.

Outgoing Chief Executive Ben Clacy introduced itSMF UK’s exciting new online Self Assessment and Benchmarking tool, MONITOR ITSM and the new Elite Volunteer Card which rewards itSMF UK volunteers with discounts and extra benefits.

The opening keynote speaker, Britain’s first female fast jet pilot – Jo Salter gave a very entertaining talk on the challenges she has met, how she has succeeded in the face of adversity and how peeing on demand is harder than it sounds. Everyone I’m sure will have taken away something from Jo’s insights and experiences but I feel it was especially beneficial for the female contingent in the room to see it recognised that not all inspirational people are men!

Unfortunately I couldn’t attend every session on the agenda for Day 1 (I’m only human), but below is an overview of the sessions that I did attend.

Suck It and See: Ingredients for Great Supplier Relationships – Cath Bartlett, Dyson

This session was full of real world learning and experience of maximising relationships with suppliers. Advice ranged from trying the ‘Good Cop, Bad Cop’ routine to ensuring you’re measuring the right things as you want to ensure that your green KPI’s match with the customers experiences of your service.

Quote from Cath Bartlett: ‘What gets measured gets managed’

How Assessment and Benchmarking Techniques were used to Drive CSI and how this was Applied to Capacity Management at the Co-operative Group – Ian MacDonald

Submission of the Year and Service Management Project of the Year 2012 winners, Co-operative Group can probably add longest session title to their list of accolades.

Ian gave an interesting case study on how Co-operative changed their approach to Capacity Management using a the SatNav approach: Where are you going? Where are you starting from? When do you need to be there by?

His secret to success…’Be Ronseal – Do what you say on the tin’

Interactive Plenary

After lunch on day one it was time for the Interactive Plenary with panel members Claire Agutter, Barclay Rae, Peter Hubbard, Robert Stroud and John Windebank as Chair.

The Big 4 agenda was discussed with questions thrown to the panel with a state-of-the-art system of red card/green card voting taking place. Technologically advanced, no…but perfectly adequate for the requirements.

Project of the Year 2013 Finalist Showcase – EE, Land and Property Services and QBE

Chris Williams of EE (where was Kevin Bacon?), Ignatious O’Doherty of Land and Property Services and Jacqueline Simmons and Amanda Rutledge of QBE all gave overviews of their submissions for the Project of the Year award. Each showed the trials and tribulations encountered with some very honest accounts of issues encountered.

It’s a Journey, the Future of Supplier Management..?’ Service Integration at Jaguar Land RoverMark Hipwell, JLR and Martin Goble, Tata Consultancy Services

Mark and Martin walked us through the difficulties of building a single IT function when faced with a complex legacy IT environment with no capacity for innovation, and how they overcame these to create the dynamic service now in place.

Day 1 Closing Keynote – A Forward Thinking Name for a Forward-Thinking Company – Axelos

Peter Hepworth and Frances Scarff of Axelos talked through their plans for the coming year referencing the Axelos ‘Onion’, encouraging everyone to come and visit their stand.

Awards Dinner – Hosted by Edwina Currie

stuartI admit to being surprised that I actually quite liked Edwina’s hosting. I do tend to think of politicians as rather bland individuals with no sense of humour, so I was pleased that she managed to make it both enjoyable and amusing.

The highlight of the evening was when Stuart Rance won the Paul Rappaport Award for Outstanding Contribution to IT Service Management, which was very much deserved and to further his achievements he managed to get Edwina Currie to hold Pengi – The ITSM Penguin for the award picture for which I believe we owe him a prize!

A full list of the worthy winners (and finalists) can be found here. All of us here at the ITSM Review would like to congratulate both winners and finalists on their fantastic achievements. Well done to all.

The evening continued with a casino and disco which were enjoyed immensely by all, but the main attraction was the photo booth where you could look even sillier than normal by donning wigs, hats and glasses like the weird bunch in the picture>>>!

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Later we were scuppered by the hotel in our attempts to have a piano sing-a-long with Barclay Rae, but we were treated instead to a harmonica solo by Kevin Holland.

The talk of the evening centered around Mr Rance’s fantastic achievement, explaining to our very own Glenn Thompson that Swindon is not in the Midlands, and various conspiracy theories on why Patrick Bolger was still sober.  General consensus was that aliens had abducted him and left a decoy…they’re not fooling anyone!

In Summary

All in all a thoroughly enjoyable day. It was nice to see the presentations grouped into specific themes (e.g. Real world learning: Stories from Members on their ITSM experiences) so that if you were attending the conference for a particular reason you could easily identify the sessions that you wanted attend. However, if there was one thing I found a struggle it was getting from one session to the next on time if I needed a loo break in between! The venue was rather large.

Feedback on Day 1 of the event from Twitter was also positive:

Now where is Jo Salter and her adult nappy contraption?

Future of ITIL workshop – some shared feedback

Word Cloud of all feedback from attendees Not just feedback listed in this article
Word Cloud of all feedback from attendees
Not just feedback listed in this article

Following on from the two-day AXELOS workshop, ITSM Review reached out to the attendees with three simple questions:

  • How did the workshop go?
  • What were the key achievements?
  • What do you think are the key opportunities for the future?

We also asked the AXELOS team to summarize their thoughts from the two days.  The following article is an overview of everyone’s responses – common points made by attendees have been moved to the introductory paragraph of each section.

So, how was it?

The workshop was deemed a great first step from AXELOS (and hopefully the first of many). It was a dynamic, open and customer centric series of discussions and debates, which were received well by all those who provided feedback.

“Good to feel part of a team – level of consensus very encouraging”Ivor MacFarlane, IBM

“The workshop was wonderful, it was a great opportunity to participate with other thought leaders”Anthony Orr, BMC

“It was exciting. I’m now much more optimistic about the future of ITIL”Claire Agutter, ATO Council

“It was refreshingly forward thinking. I felt that my input was listened to and all divergent views were given respect”Sharon Taylor, Aspect Group Inc

“It was great to see AXELOS’ openness and receptiveness to suggestions and feedback from the workgroup for improving the highly successful ITIL framework” – Colin Rudd, itSMF UK

“I really enjoyed sharing thoughts, ideas, challenges and opportunities with other experts and I was amazed by how much consensus there was about most of the issues we faced”Stuart Rance, HP

What were the Key Achievements?

The consensus was that the future of ITIL looks very positive. The collaborative approach was praised and the group felt that there was a real focus on increasing the success and value of ITIL to both businesses and individuals. AXELOS are listening (and they do realize that more input is needed from a wider cross-section of stakeholders from different geographies) and are clearly focused on opportunities to deliver value to the market without radical disruption or alarm. They also realize that market research and communication are critical before making decisions and open dialogue with the community is therefore very important.

“The key achievement for me was the recognition by AXELOS that our community is diverse and complex and that there will need to be extensive consultation and care to avoid unnecessary disruption to the services. It was clear that this is not an exercise of ‘fixing’ ITIL but of actively planning its future evolution to meet needs” – Sharon Taylor, Aspect Group Inc

“The biggest achievement was in listening to the “voice of the customer”, listening to those who actually use ITIL”Andrea Kis, Tata Consultancy Services

“Lots of input provided from different perspectives, covering ITIL content, exams, training and ecosystem” – Stuart Rance, HP

“There was a welcome absence of politics and person agendas, it was all about the success of ITIL”Jayne Groll, ITSM Academy

“The ‘role-diversity’ of attendees allowed us to not only see the bigger ITIL ecosystem but also to offer different perspectives on legacy issues”Stephen Mann, ServiceNow

Where are the Key Opportunities moving forward?

Everybody agreed that AXELOS need to keep the momentum going and must continue to have open communication with ITIL users, stakeholders and the wider community. They need to remain committed to providing visibility of the ‘what’ and ‘why’ behind ITIL moving forward and must ensure that there are no surprises for the market by sharing with us their long term plans.

“There is a real opportunity to elevate value of ITIL to organizations, executives and community as a whole” – Anthony Orr, BMC

“For me, the key opportunity would be the “onion” layers of content that could be available to the community (some for free, some for a fee), including benchmarking and more practical application. Couple this with potential digital technology to deliver dynamic intellectual property and the industry becomes better able to adapt and supplement” – Jayne Groll, ITSM Academy

“The opportunity is to continue to collaborate with ITIL users, stakeholders and the community and use these discussions as a basis to improve and develop a business model that supports timely, well planned, inclusive, transparent and communicated information. The JV model releases former constraints of ITIL management and frees up the innovation opportunities to bring ITIL forward in step with need and not chasing them.” – Aspect Group Inc

“Global-best-practice looks like it could finally become global best practice” – Stephen Mann, ServiceNow

What did AXELOS have to say?

Of all the qualities we might look for in a SAM Managed Services Provider - proven track record is key.
The workshop group on day 2

“The workshops tackled a vast array of content regarding the future of ITIL and PPM, all in a relatively short time.  It was intense but we maintained a positive outlook, stayed focused on the future and left no elephants in the room.

It was good to move from listening to doing, in this case to work through the main priorities that need to be addressed.  We’ll now factor those into the planning process for this year and for 2014 when AXELOS is fully operational.

Key achievements included the development of ideas and concepts like the “Onion” or “Doughnut” (for PPMers) that provides a framework to enable community collaboration, development of modular materials and potentially tackle “two speed ITIL”.  It was also useful to discuss the needs of the wider global community and also what this all means to the end user or practitioner.

Where to next?  Well it’s great to have crossed the start line and now these workshops have provided us with a script for wider stakeholder engagement.  The skill is going to be in maintaining the momentum whilst focusing on the priorities and this is where AXELOS will need to demonstrate leadership.

Overall, great debates, great ideas and great opportunities.” – input provided by Chris Barrett, Director at AXELOS.

In Summary

It’s a great start. There was much consensus, risks and opportunities were agreed, and the two-day event ended on a very positive note.

AXELOS knows that it needs to elicit more, focused input, particularly from other regions, and that communication in general is critical.

So, there is still a lot to do, but on the evidence of this workshop it’s clear that AXELOS is doing all the right things ­– and AXELOS knows that the world is watching and waiting.

Again, if you have an opinion as to the future of ITIL, please respond to this blog or email AXELOS direct. You can also follow what’s happening by looking for their communications on Twitter or Google+

Future of ITIL workshop – a little insight

AXELOS

The following comment piece is contributed by Stuart Rance of HP and Stephen Mann of ServiceNow.

Yesterday a number of ITSM professionals convened in London to talk about the future of ITIL. From the get-go, it was stressed that the purpose of the meeting was to provide input to AXELOS’ thinking and not to make decisions.

Who was involved?

It was a passionate group of people that represented: ITIL authors, examiners, consultants, service providers, vendors, penguins, and AXELOS. The attendees were:

Of all the qualities we might look for in a SAM Managed Services Provider - proven track record is key.
AXELOS CEO, Peter Hepworth and ITSMPenguin

And of course ITSMPenguin. Everyone had opinions and ideas to share and it was a good mix of people.

Some attendees travelled a long way to attend: Anthony from Houston, Sharon from Canada, Jayne from Florida, and Rob Stroud would have attended from New York but for personal reasons. Even though most of the attendees reside in the UK, they work for global organizations and as such have global experience and global views. Not withstanding this, we all agreed on the need for more input across geography, culture, industry, and language.

If you wish to provide your input please respond to this blog (in the comments section) or email AXELOS direct.

Community input

You can already see much of the input from things people have already shared with the ITSM community:

Scope and content of ITIL

The discussions included the scope, content, and structure of both ITIL and the ITIL exam system. And started with people suggesting ideas for strategy and principles for ITIL going forward. It was surprising how long this took (shouldn’t we already know this?) and not unsurprisingly everyone agreed that ITIL should be driven by business and customer needs.

Other suggestion related to:

  • Having a visible set of values
  • Separating architecture and structure from narrative and examples
  • Collaboration with a wide community of practitioners, examiners, trainers, consultants, vendors, and industry bodies across geographic and industry boundaries
  • An emphasis on relevance to end-user organizations
  • Quality being more important than time to market.

From a content perspective, AXELOS introduced the concept of what it calls the “Onion Model”, shown below, that encompasses the previous feedback on how there is a need for different types of content and, importantly, community input to the ongoing development of ITIL.

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Where:

  • The centre has the very stable ITIL core
  • The next layer has modular content such as role or industry-specific information
  • And then further layers have more practical content such as templates, guides, and case studies
  • The very outside layer is community owned and community driven with AXELOS and the community curating and promoting this

Content is able to move inwards as it becomes accepted best practice.

                                       Training and exams

Of all the qualities we might look for in a SAM Managed Services Provider - proven track record is key.
The workshop group

We discussed the importance of people, culture, and organizational aspects. In particular the need for more practical guidance about how IT organizations can benefit from the experience of others, and how they can start to gain value from ITIL within their own organization.

There was a lot of passion around training and exams. An interesting point was the absence of guidance on the development of skills such as negotiation and management as part of effective IT service management. Everyone recognized the need to make the exam system more valuable to both individuals and employers. But there was a consensus that that any change requires more input, more time, and needs great care not to disrupt the status quo. Again, if you have an opinion as to the future of ITIL exams, please respond to this blog or email AXELOS direct.

Next steps

Following day two of this workshop (a second blog will follow), AXELOS will continue to seek out global community input.

If you want to follow what’s happening, please look for their communications on Twitter or Google+

As always, thoughts and comments are encouraged.

Reasons to be cheerful: ITSM in the ascendancy at #SITS13

I have just returned from the Service Desk and IT Support show held at Earls Court in London over the last couple of days. It has been great to catch up with industry friends: old, new and digital.

A snapshot of ITSM Industry sentiment from the last two days would be: Buoyant

  • If 2012 was about thinking/planning, 2013 is about doing
  • Many more organizations are looking to proceed with projects and have a green light on implementation
  • Visitors come armed with very specific requirements and needs rather than ‘we might be in the market for a new helpdesk’
  • Frameworks are a given, it’s much more than Service Desks – visitors have much broader, longer term ITSM objectives

But don’t take my word for it – Some pillars of the ITSM industry have kindly shared their views:

Peter Durrant, LANDesk
Peter Durrant, LANDesk

Peter Durrant, Enterprise Sales Director for LANDesk Software, who recently hit 150% of their European Sales target, reports new clients are increasingly approaching LANDesk with end-to-end ITSM requirements rather than replacing ticketing systems. In difficult times, customers see LANDesk as a low risk and reliable option with a strong reputation.

Colin Rudd, itSMF
Colin Rudd, itSMF

Colin Rudd, Chairman itSMF UK reports good interest in membership at the show. Echoing Peter’s comments above Colin stated the industry is maturing beyond ITIL and Service Desks into much broader ITSM requirements. Exciting times for the industry and to be part of the itSMF community.

Tony Probert, Cherwell
Tony Probert, Cherwell

Tony Probert, Managing Director UK and EMEA at Cherwell Software stated that SITS is a barometer on where the industry is going and his judgement from the last few days was a lot more positive. Projects are becoming unstuck, purse strings are being released and the industry is looking very positive. Clients are becoming very specific about their requirements and have moved beyond Incident, Problem and Change to Portals, Systems Integration and Advanced Reporting. Cherwell have put effort into building their partner community and have recently signed up new business partners in Spain, Russia, Hungary and Norway.

Emma Spear, SDI
Emma Spear, SDI

Emma Spear, Head of Marketing and Events at The Service Desk Institute broke with the norm with a relaxed and sociable ‘tea party’ presence at SITS. Emma reported the SDI Service Desk Certification was very popular and the team were preparing for the SDI Conference on June 18th – 19th in Edgbaston.

Tom West-Robinson, Marval
Tom West-Robinson, Marval

Tom West-Robinson, Account Manager at Marval Group also noted that show visitors have a much clearer understanding of what they want and that projects are beginning to make progress. Tom stated that many organizations face high value maintenance renewals on their existing helpdesk software and are actively investigating better value alternatives.

Andrew Smith, BMC
Andrew Smith, BMC

Finally, Andrew Smith, Solutions Marketing Manager at BMC Software, expressed his surprise at the vibrancy of the show. He stated that although 2012 was good in terms of visitor numbers, this year has been particularly good for the level of engagement. Lots of companies were talking about projects in 2012; in 2013 they are starting to implement them. Andrew noted it was great to see new exhibitors and alternative technologies appearing as well as the industry regulars.

SITS visits Berlin in late September before returning to Earls Court in April 2014.

Review: itSMF UK Tooling Event [January 2013]

itSMF UK Chair Colin Rudd

itSMF UK Tooling Event, London, January 25th 2013

I attended the itSMF UK Tooling event on 25th January in central London.

That week in the UK was bitterly cold with lots of snow – so this event had low turnout or cancelled written all over it.

However, hats off to the itSMF UK events crew who managed to persuade around 100 ITSM folks to brave the snow and ice and discuss service management tools and technology.

The event blurb stated:

“Finding the right ITSM products and implementing them correctly is a challenge for any organization, and keeping abreast of the latest software developments is becoming increasingly difficult as users have less and less time available to explore the options.

itSMF UK’s ITSM Software Tools Forum offers an unprecedented opportunity to bring vendors, consultants and potential buyers together under one roof to discuss product selection and implementation.”

Running for Ashley

itSMF UK Chairman Colin Rudd was our opening speaker and guide for the day. Colin began by painting the big ITSM picture and discussing the 50,000ft view on what we are aiming to achieve with the practice of ITSM.

Colin’s opening served as a useful orientation and allowed delegates, who had taken a day out from being at the rock face of day-to-day ITSM, to gain the right perspective.

Colin also urged us to support the itSMF UK team with their Reading Half Marathon charity run in support of long time itSMF supporter Ashley Hanna.

Colin Rudd, John Windebank, Ben Clacy, Mark Lilycrop, Rosemary Gurney and Barry Corless will be running for Macmillan Cancer Support on the 17th March – make a donation here:

http://www.justgiving.com/ashleysbigchallenge

After Colin’s introduction we heard from Cherwell, Marval, Hornbill, 2E2, BMC and Topdesk.

CHERWELL (8/10)

An old adage for presenters to keep their message clear and concise is to:

  1. Tell ’em what you’re gonna tell ’em
  2. Tell ’em
  3. and then tell ’em what you’ve told ’em

Simon Kent from Cherwell opened vendor presentations with a textbook example of this method in action.

He told us the leading Cherwell value points were: Ease of use, business value, service automation and innovation. He then proceeded to hammer each point home concisely by letting the technology do the talking.

MARVAL (7/10)

This is the first Marval pitch I’ve seen without Don Page. Whilst Don is clearly a leading pillar of the ITSM community and someone you won’t forget in a hurry, I thought it was refreshing to see a Marval presentation minus Don.

Underneath the façade of humour and expletives lies a solid ITSM company with a solid offering. The team are clearly service oriented and interested in the long-game consultative sale rather than just punting software. Good presentation from Tom West-Robinson, I look forward to seeing him present again.

HORNBILL (6/10)

The two presentations prior to Hornbill were focussed on ease of use, codeless configuration and DIY development. Prospective customers are perhaps thinking “If we swap our existing tool for something else we don’t want to re-mortgage the business to pay for the configuration”.

With this in mind, I felt the Hornbill proposition looked a little dated (versions aside).

Patrick’s presentation was good as per usual and Hornbill’s ‘Make IT Happen’ is a great approach but, given this is a tooling event, Patrick could have given us more to showcase the actual technology.

Quote du Jour from Patrick:

 “Renting software doesn’t make you any better at running it“ – Patrick Bolger, Hornbill

2e2 (1/10)

Martyn Birchall from 2e2 opened his pitch by stating that he ‘got bored with own PowerPoint’ and ‘preferred to make things interactive’. What a refreshing change – an interactive session before lunch? Alas, Martyn then proceeded to plod through his PowerPoint and not allow for interaction. I won’t dwell on his painful pitch since 2e2 unfortunately seem to have bitten the dust since the event.

BMC (8/10)

Andrew Smith provided a live demonstration of Remedy Force which included harnessing the enterprise social platform chatter into service management work streams. Remedy Force will look very cosy and familiar for anyone working with the force.com platform. It was a good showcase and attracted the most questions and interaction throughout the day.

For a big lumbering publicly listed conglomerate the demo showed surprising innovation. I also liked the tool BMC use to help potential prospects navigate the portfolio.

The video below was used during the presentation:

TOPDESK (7/10) 

Finally, last to present was Rob Goldsworth of TopDesk who stated that ‘ITSM is not an IT function’ and emphasized the use of their technology in HR, Facilities, CRM and so on.

Apart from a small home-goal with ITIL certification semantics Rob gave us a good tour of the compelling features within TopDesk via a live demo. In particular I liked the Kanban-style instant visualization of work in hand and resources available. Similarly the resource planner and process mapping tools look very well thought out. It was a good enough demo to whet your appetite without being too mechanical.

Whistle Stop Tour of ITSM Tools

In short, I thought this was a good event. It was well attended, had a good mixture of exhibitors and provided a great opportunity for prospective buyers to network with peers and engage with software companies without the formality of the normal sales process.

Note: This is just my opinion, as an itSMF member of an itSMF event. If you wish to share your own opinion on this or any other event please feel free to use the ITSM Review platform.