ITSM is like riding a bike… (itSMF Conference Ticket Winner)

And the winning ticket goes to...
And the winner is….

We recently gave all you, our fantastic readers the opportunity to win a FREE ticket to the upcoming itSMF UK Conference and Exhibition (10-11 November at Novotel London West), and it’s time to announce the winner of the competition!

The instructions were simple: Tell us why you deserve a free ticket in less than 200 words.

And the competition winner is…

Duncan Watkins, IT Service Management Analyst at IT Project Manager at SHL Talent Measurement from CEB!

Duncan’s entry was chosen because of his commitment to making ITSM easy to understand and enjoyable together with his sheer dedication to the cause by not one, not two but FOUR wardrobe changes during his submission video! Don’t believe me, check it out for yourself…

Duncan states that ITSM should be as simple as possible for people to understand, engage and debate in. Having witnessed those attempting to mystify attendees to perhaps try and sell more, appear wiser than they are or simply for bit of showing off he promises to use the ticket for good and debunk and demystify a lot of what will be said across the 2 days.

In short, I see it not just as an opportunity to engage, network and learn but also an opportunity to help those who might otherwise be dazzled by the bright lights of er, the Novotel.

We look forward to catching up with Duncan at the event, and hope that he doesn’t mind being photographed, videoed, expected to sing once Mr Barclay Rae tracks down a piano and generally pestered by us throughout the conference

And to all the other entrants…

We would like to take this opportunity to thank everyone else who submitted an entry. We hope to be able to run similar competitions for other exciting ITSM events in 2015.

Whilst there are no further free tickets available, there is still plenty of time for you to book your place at the conference. If you can’t make it, then keep on top of the event by following the Twitter hashtag #ITSM14.

We hope to see you there!

Competition: itSMF UK 2014 Ticket!

Win a ticket to the itSMF UK 2014 Conference
Win a ticket to the itSMF UK 2014 Conference

As part of our Media Partnership with the itSMF UK Conference and Exhibition, 10th – 11th November at Novotel London West, we have a free ticket worth £1,090 to giveaway to one lucky reader.

Last year reader Gregory Bayliss-Hall triumphed with his submission and you can read his experiences of the event here.

The free ticket will include:

  • Entry to the pre-conference networking event on Sunday 9th November
  • Entry to both days of the conference and exhibition (Monday 10th and Tuesday 11th November) containing four dedicated tracks of service management presentations, numerous opportunities to meet with other service management professionals and an ITSM exhibition featuring over 40 exhibitors and sponsors
  • Entry to the fabulous Awards Dinner hosted by comedian, radio and TV personality Paul Sinha on the evening of Monday 10th November

The ticket will not include:

  • Accommodation
  • Travel expenses

The ticket may include:

  • Embarassing dancing (yours and ours)
  • A hangover

The competition

Let us know why you deserve to attend itSMF UK. Share with us the fabulous things you have achieved within ITSM this year, how this conference will help you in your day-to-day job and how this ticket will change your ITSM life!

Please keep it short and snappy with 200 words or less please.

Submit your entry here.

The Rules

  1. Deadline to enter is Friday 17th October
  2. You don’t have to be an itSMF UK member to participate in this competition
  3. This competition is open to readers all over the world however travel to and from the event will be your own responsibility
  4. How to enter: Post your reason why you deserve to win this free ticket here
  5. The ITSM Review will choose the winning entry
  6. The ITSM Review’s decision is final
  7. We reserve the right to change the rules retrospectively at any point, because… well because this is our competition and we said so.

GOOD LUCK and we look forward to reading your entries!

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Start your ITSM improvement journey now (with a little help from your friends at AXELOS)

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Yesterday, AXELOS launched a brand new competition aimed at helping IT professionals kick-start and/or revive their ITSM initiatives.

With the help of independent, industry experts, AXELOS will be providing entrants with a list of tasks, along with practical guidance on how to successfully complete them in order to start people out on their journey of ITSM improvement.

The purpose

AXELOS’s objective with this competition is to show how ITSM improvement initiatives can be agile, iterative, and business focused, and that CSI is an integral part of all processes and activities. There is no need for a huge 2-year-long project plan to kick things off – a few enthusiastic people with proper guidance can achieve a lot! The outcomes from this competition will serve as the basis for each participating organization to create their own prioritized list of improvements – a proper CSI register. The prizes that AXELOS has selected for the most impressive ITIL journeys will help to engage the whole organization at the next level, and to build the momentum.

The competition

The competition, otherwise known as the “ITIL Journey”, will be divided into three 2-week sprints, each of which will have a specific focus. In order to participate you will need to download the AXELOS foldable prism.

The sprint topics will be:

  • Sprint 1 – Listening and Engagement – May 12th – May 25th 2014
  • Sprint 2 – Quantifying and Reviewing – May 27th – June 8th 2014
  • Sprint 3 – Prioritizing and Planning – June 9th – June 22nd 2014

Each set of tasks for individual sprints focuses on the theme of the sprint and builds on the previous sprints. The tasks for each sprint will be revealed in the beginning of that sprint.

By the end of the competition, when all three sprints are completed, you will have a prioritized list of improvements that is based on actual data and business requirements, rather than just on hard-to-prove gut feeling. You will also have shown, by completing a few low hanging fruit improvement tasks, that the initiative does bring value – and this helps to build a momentum in your organization. All tasks from previous sprints will be available in an ordered ‘backlog’ – this way, you can include them in your sprints along the way.

The competition is not UK-only-based and you can take part from anywhere in the world. All you need to do to enter is submit a photo of your completed prism along with any documentation that you have created to AXELOS by 30th June 2014.

You don’t have to have been involved from the start to join in either. You can essentially even join in the third sprint, you will just complete less tasks. For maximum value to your organization and for the best chance to win the competition, we highly recommend that you start your ITIL Journey now (or at least as soon as possible).

The prize

The three best submissions will receive a voucher for a full-day in-house ITIL simulation game from one of the following Accredited Training Organizations (ATOs): G2G3, Gamingworks and Simagine.

In a nutshell

  • Find out how to engage with your customers and understand their needs
  • Review and evaluate your current processes and metrics
  • Identify quick wins to address first and get buy-in from stakeholders
  • Map your activities to value your customers expect
  • Make use of free-of-charge insights and guidance from industry experts
  • Win a full-day ITIL simulation for your organization

For more information about the ITIL Journey competition, including how to take part and submit please visit the website.

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Announcing the winner of our itSMF UK Conference competition…

ICC
The entrance to the International Conference Centre

We recently gave all you lovely people the opportunity to win a FREE ticket to the upcoming itSMF UK Conference and Exhibition (4-5 November at the ICC in Birmingham), and now it’s time to announce the winner.

The instructions were simple: Tell us why you deserve a free ticket in less than 200 words.

And the winner is…

Gregory Baylis-Hall, IT Service Management Analyst at Berwin Leighton Paisner LLP!

Greg’s entry was chosen because we felt, based on his submission, that not only would he benefit from attending the event, but that other attendees would benefit from him being there too.

Greg’s attitude of learning, sharing, and helping is exactly what the ITSM community needs, and something that we at ITSM Review strongly believe in.

The Submission

I’ve been a member of the itSMF UK for over two years and every year it’s held I always feel I’m missing out on something big. I’m refurbishing my house which has meant I can’t pay for the event myself.  Interacting on the twitter streams is the nearest I get to actually being there. To remedy this, some years ago I got involved and joined the committee for the BCS SMSG. This includes voluntary work organising and promoting events. Producing an audio cast of the sessions and sharing it amongst the ITSM community. Being an active member is rewarding and glues my professional and personal life together.

I’m reviewing our ITSM tool – and doing more for less all-round is a familiar trend  “keeping the lights on” isn’t good enough for me personally or the place I work! As a practitioner I need to grow and develop. Learning how others in the industry are innovating so I can aspire to be like them is fundamental for my attending the conference.  ITSM13 is a mini ITSM universe.  Everything and everyone connected to ITSM will be there and I’d like to get involved, share my experiences and be a small part of it.

We look forward to catching up with Greg at the event, and hope that he doesn’t mind being photographed / videoed / generally harrassed by us throughout the conference as we broadcast to the universe (ok to the ITSM community) how wonderful we are for giving him a free ticket how he is finding the event etc.

With a bit of luck *hint hint nudge nudge* Greg may even write a post-event review from a Practioner’s viewpoint for us to publish here at ITSM Review.

And to all the others…

I’d also like to take this opportunity to thank everyone else who submitted an entry.  We hope to be able to run similar competitions for other exciting ITSM events in 2014.

Oh and a special mention…

To Daniel Billing, Senior Solution Architect at Symfoni for his entry, which almost deserved to win simply for giving all of us here at ITSM Review a good giggle:

Unicorns, Jesus and silverbullets are things people are constantly searching for, but I will make sure that this event will at least get the chance to experience and say “now that’s a nice beaver”. Beavers have poor sight but a strong sense of smell and good hearing, which makes them great at digging the dirt at the event. This beaver also knows how to write and would publish the highlight and lowlights.  Between one animal and another – I simply want to go there to hangout with ITSM Pengi.

And finally…

Whilst there are no further free tickets available, there is still plenty of time for you to book your place at the conference.  If you can’t make it, then keep on top of the event by following the Twitter hashtag #ITSM13.

We hope to see you there!

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Competition: Why do you deserve a free ticket to this year’s itSMF UK conference?

fireworks

As part of our Media Partnership with the itSMF UK Conference and Exhibition, 4-5 November in Birmingham, we have a free ticket (to both days of the event) to giveaway to one lucky reader.

So pay close attention, because this is a great giveaway!

The ticket

The free ticket will include:

  • Entry to the pre-conference networking event on Sunday 3rd November
  • Entry to both days of the conference and exhibition (Monday 4th and Tuesday 5th November)
  • Entry to the fabulous Awards Dinner on the evening of Monday 4th November

The ticket will not include:

  • Any accommodation
  • Travel expenses (we’re generous, we’re not THAT generous, sheesh!)

The full value of this ticket is £901.00 + VAT. The cost of this ticket to the winner will be £0.00. The value of this ticket to the winner will be… immense.

The competition

It’s simple.  Just tell us why you deserve to win a free ticket.

To be clear, we don’t want to hear stories about how you need the ticket to help you escape from work for a  couple of days because the colleague who sits next to you drives you mental singing along to “I Will Survive”  every day. Trust us, a free event ticket is not what you need to deal with that.

We want to know what great things you have achieved in the ITSM space to warrant a free pass to such a great conference.  We want to know how this conference will help you in your day-to-day job and why you need that help. We want to know how this ticket will change your ITSM life!

Oh, and did I mention that we need all that in less than 200 words?

Submit your entry here.

The Rules

  1. Deadline to enter is Friday 18th October
  2. You don’t have to be an itSMF UK member to participate in this competition
  3. This competition is open to readers all over the world
  4. How to enter: Post your reason why you deserve to win this free ticket here
  5. The ITSM Review will choose the winning entry
  6. The ITSM Review’s decision is final (and all that jazz…)
  7. We reserve the right to change the rules retrospectively at any point, because… well because this is our competition and we said so.

GOOD LUCK and make your 200 words count!

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And the winner is…

kindleWe recently gave all you lovely people the opportunity to win a Kindle Fire in return for writing a review on

Rob England’s (a.k.a ‘The IT Skeptic’) latest book “Plus! The Standard+Case Approach: See service response in a new light”, and today is the exciting day when we announce the winner!

With all of the reviews in, Martin Thompson took his place at the judging table and began reading through the submissions. I had to tell him twice to remove his grey wig and remind him he was judging book reviews not auditioning to replace Judge Judy, but we got there eventually…

A massive congratulations to…

The winner of our competition and proud new owner of a Kindle Fire – Karen Ferris!

Karen’s review was chosen because it gave the most succinct description of the Standard+Case concept, a summary of the book and a reason for reading it.

The Review

I must admit to being sceptical (no pun intended @theITSkeptic) when Rob started to talk about the Standard + Case approach, and the use of ‘Case’ when faced with incidents, requests, changes etc. that we do not have a ‘standard’ model for dealing with.

I couldn’t see that handling these situations, as a ’case’ was different to how most of us manage this today. However, having read Rob’s book, the penny certainly dropped! This book is an eye-opener and a must-read.

Rob is not proposing that Standard + Case (or S+C) is a new practice but is an approach for formalizing what happens today when there is no formalized approach available.

This book describes the rigour required when dealing with response situations so that all instances of service response are managed, reported and improved – not just the standard ones. We often have models or procedures to deal with the things we have seen before and know how to deal with. We have categories, workflows, checklists and templates etc. We have the guidance provided by ITIL. But what happens when we are faced with a situation that is unfamiliar? As Rob says, what happens when we fall into that fuzzy cloud that says ‘resolve it’? ITIL gives some guidance for these situations within Problem Management but goes little past root-cause analysis. This book fills the gap.

What is also exciting about this concept is the use of gamification to offer challenges to service desk personnel and the ability of S+C to provide a career path for service desk personnel within the service desk. This has been a challenge for most, if not all, service desk managers who see staff come and go as the service desk is just seen as the doorway into the rest of IT.

I cannot recommend this book highly enough to anyone involved in situation response. It is an easy read and Rob provides a step-by-step approach for adoption of S+C as well as a S+C Tale, which we can all relate to, and brings S+C to life.

As Rob states in his first chapter, “The Standard+Case approach will improve your service response without a great deal of impact or investment in your current ITSM practices and systems”. This is why everyone should consider S+C.

This is a game-changer and I think Rob’s best work yet.

Thank-you Karen for your review both from us at ITSM Review and from Rob, we hope that you are your new Kindle Fire will be very happy together.

And to all the others…

I’d also like to take this opportunity to thank everyone else who participated and got into the community spirit with this competition (ok so maybe you was all doing it for the Kindle Fire but we’ll pretend otherwise…).

A thank-you also from Rob, not just for writing the reviews, but but for taking the time out to read his book in the first place and for recommending it to colleagues and peers. By helping to share his ideas hopefully more will implement them within their businesses and ultimately improve their approach to IT Service Management.

And finally…

If you haven’t read Rob’s book yet then not only did you miss out on the opportunity to win a new, shiny technology gadget but you’re also missing out on some great insight and advice.

Don’t just take it from me either, I’ll leave you with some other quotes:

“If you are quite new to ITSM or have not yet been fully converted into an ITIL ideologue this book can be nice introduction to an alternative, the author may say complementary, method to ‘process’ management.” – Stephen Alexander

“While not specific to IT, if you are an IT manager, CIO, Service Desk manager etc. etc. read this book and look to embed a Standard + Case approach into your IT organization.” – Mark O’Loughlin

“After you have read this book you will have a good ground and recommendations for how to manage Standard+Case covering pointers for how to think considering tools, policies, classifications, strategies etc. it’s a must for anybody that wants to take the next step in support evolution.” – Mika Salo

Plus! The Standard + Case Approach: see service response in a new light is a fast, complete and clean read introducing Standard + Case approach by Rob England.” – Rui Soares

“The important thing that Rob teaches us in this book is not about the existence of Standard and Case… we knew this since a long time ago in ITSM. The important concept is that we need structure, policies and resources properly balanced to manage both kind of responses, instead of keep trying to use a single set of policies, procedures and tools for everything.” – Antonio Valle

“It’s a good read and recommended to anyone involved in IT support and perhaps those involved in non-IT support. Are you prepared to become more effective?” – Stephen Mann 

“I would encourage strongly giving Rob’s model a try if you are struggling to get organized in the service response area.” – David Lowe

“I will be using many of Rob’s ideas as I work with my customers, and I recommend that you do the same.” – Stuart Rance

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Top 25 ITSM Pundits by Klout [August 2012 Update]

ITSM Pundits Leading the Industry

The list below contains my view on the key influencers, practitioners and personalities from the ITSM industry ranked by Klout (a measure of online influence)

Top 25 ITSM Pundits by Klout

  1. Stephen Mann 64
  2. Chris Dancy 63
  3. Jarod Greene 62
  4. Aprill Allen 62
  5. Karren Ferris 61
  6. Patrick Bolger 61
  7. Tristan Boot 61
  8. Brian Hollandsworth 60
  9. Roy Atkinson 60
  10. Rob England 60
  11. William Goddard 59
  12. Kathryn Howard 58
  13. Simone Jo Moore 58
  14. Chris Matchett 58
  15. Aale Roos 56
  16. Adam Mason 56
  17. Arlen Vartazarian 56
  18. Bradley Busch 55
  19. Tobias Nyberg 54
  20. Stuart Rance 54
  21. Barclay Rae 54
  22. Peter Lijnse 53
  23. Simon Morris 52
  24. Dan Kane 52
  25. Matthew Burrows 51

To learn more and follow these pundits please refer to this list.

Observations:

  • Lots more competition, lots more new faces, great to see more end user organizations represented.
  • This update is much more representative of the activity of the ITSM market as a whole – on and offline.
  • New top dog Stephen Mann (‘everyones favourite ITSM Analyst’) displaces Chris Dancy, who should be credited for belligerently leading the way in our online education.
  • ‘A rising tide lifts all boats’ – In only a few short months everyone seems to have improved. You need a Klout score of at least 50 to get on the top 25. The previous threshold for the Top 10 in January 2012 was 40.

Notes:

  • My Top 25 Pundits is built from this list based on the Klout score today (You can view the Klout score for lots of people at once by viewing your lists from within the free version of Hootsuite)
  • The previous update from January 2012 can be found here.
  • See also ‘Punditry and Getting Started in ITSM
  • If you think someone else should be on this list please contact me.