2nd Birthday

2nd Birthday
The terrible two’s? (Categorized by temper tantrums, saying “No” to everything, or refusing to do as they are told)

We’ve been so busy here at The ITSM Review we missed our own 2nd Birthday, Whoops!

Our very first article hit the interwebs on 3rd August 2011. Some 200 articles later, we have 24,000 visits a month (August 2013) from all over the globe.

A sincere thank you to all the readers, contributors, clients and supporters who have helped us grow.

Thank you for supporting us and sharing the stuff you like. We’ve grown organically through sharing and word of mouth thanks to your support.

Our first article was an interview with Ben Clacy, CEO of itSMF UK. Two years on and we’re very pleased to be supporting itSMF as their headline media partner for the UK itSMF conference in November. In a moment of madness we’ve decided to give away a free ticket to the conference! (Click here for details).

Country-Hotspots
ITSM Review readers by major cities (August 2013)

We’re proud to provide a platform for anyone in the ITSM industry to share their expertise, connect with peers and voice their opinions. We’re also excited by the new ways to collaborate we’re building for the near future.

If you would like to share your expertise with the industry or get on your soapbox and discuss an issue close to your heart please get in touch. Similarly if there is something you’d like to see us provide please let us know.

Contact form here or connect with us on Twitter.

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!

Image Credit

itSMF UK Conference and Exhibition 2013

itsmfuk
Last year’s conference

We are excited to announce that we will be the Headline Media Partner for this years itSMF UK Conference and Exhibition 2013 (ITSM13)!

This news is not only exciting for us, but also potentially for you, as we will soon be launching a competition to give one lucky reader the opportunity to win a free ticket (networking, awards dinner and all) courtesy of our partnership with itSMF UK. Stay tuned for more information…

The event, which brings together 1000 ITSM professionals in six tracks of educational presentations, interactive sessions and case studies, will kick off on Sunday evening, November 3rd at 6.30pm with a pre-conference networking event.  This will be the perfect opportunity to catch up with old friends and make new business acquaintances before the full conference begins.

ITSM13 offers:

  • 2 full days of networking with global, ITSM industry experts, practitioners, educators, vendors and consultants
  • Over 50 educational presentations, delivered by experienced users, consultants and subject specialists in all areas of service management
  • ITSM Exhibition, showcasing the latest products and services from around 50 service management software, training and consultancy organisations
  • The prestigious annual awards dinner, where the greatest achievements in service management are highlighted and rewarded. Awards will be presented for best project, innovation, submission, team, volunteer contributor, trainer, student, as well as the famous Paul Rappaport lifetime achievement award.

ITSM13 will also be the launch pad for The Big Four Agenda for 2014, a renewed focus by itSMF UK on the issues facing IT leaders today and in the future. This initiative represents the culmination of six months’ work from a broad range of member organisations and individuals, highlighting the four key areas that are at the forefront of IT leaders’ minds and, more specifically, the ways that service management can provide solutions to these issues.

itSMF UK have also launched a new ITSM13 app on iOS and Android app dedicated to this years conference. Download it to keep on top of conference news, to check out the event schedule, see who is exhibiting, and more.

If you would like to schedule a catch up and/or one-on-one meeting with us at the conference please email me. We are interested in hearing from all attendees whether you are a vendor, end-user, consultant or other!

We hope to see you there!


Event Summary

WHAT

itSMF UK Conference and Exhibition 2013 (ITSM13)

WHERE

International Convention Centre, Birmingham

WHEN

Monday 4th – Tuesday 5th November (with pre-event networking on Sunday 3rd)

BOOKING

Early booking rates and other information

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.

Is it time for a two-speed ITIL?

Do we need faster access to new ITIL concepts?

At the UK itSMF conference this month, somebody asked me “What do you think the ITSM community are looking forward to next from ITIL?” As I tried to answer this question I realized that we don’t really have an ITSM community with a shared set of objectives.

We have many different people with different goals and objectives, and we all want different things from ITIL. Over the last few years I have seen an increasing divergence between two distinct groups of ITIL users and I think it will become increasingly difficult for the ITIL we currently have to satisfy both groups.

We all want different things from ITIL

One group includes training organizations, exam institutes, tool vendors, and organizations that have made investments in developing ITIL related solutions. These organizations are looking for stability, so that they can realize some value from the large investments they have made in ITIL related products, services and solutions. There was a major release of ITIL in 2007 and a smaller release in 2011, and they really need time now to consolidate their work and extract value from it.

The second group includes organizations that are creating and adopting new ways of working to create increased value for themselves and their customers. Some of these are using DevOps and Agile to deliver very rapid rates of change for their customers, some are using complex multi-supplier relationships to create value, and some are adopting BYOD to increase productivity of their users. These people and organizations are looking for ITIL to release new material to support them, and tell me that although the underlying concepts in the core ITIL publications still apply to them, they need significant and frequent updates to provide guidance that is suitable for these rapidly changing environments.

We cannot support all needs with a single set of publications

I think that ITIL needs to support both of these groups, as well as all the other shades of opinion in between, but I don’t think we can support such disparate needs with a single set of best practice publications. The solution I propose is to create a new set of “ITIL Fast Track” publications. Let’s keep the core ITIL 2011 publications unchanged for a few years, so that organisations that need stability can extract value from their investments, but let’s also create new ITIL publications to support those on the leading edge. These ITIL Fast Track publications could be based on leading edge practices and what’s happening in the industry now, rather than on tried and tested best practices. They would not be intended for exams, but to provide guidance on how to apply great service management practice in a way that works with the latest practices from other sources.

We could produce ITIL Fast Track Service Strategy with ideas from COBIT5 and recent work on supplier integration and management, ITIL Fast Track Service Transition and Service Design with ideas from DevOps and Agile, ITIL Fast Track Service Operation with guidance on how to use Rob England’s Standard and Case

A chance to create new ‘best practice’

The really good thing about this solution is that in a few years’ time some of the material in the ITIL Fast Track publications would have been tried and tested by sufficient organizations that it would become best practice, and could be merged into the ITIL core in a future update.

So what do you think? Would you be interested in reading ITIL Fast Track publications, or do you just want to stick with the ITIL core?

(A Russian translation of this article is available on the itSMF Russia website here: http://www.itsmforum.ru/news/all_interest/2012_12_13)

Image credit: © flucas – Fotolia.com

The itSMF UK 2012 Awards, Real Stars & No Backslapping

As the UK’s largest service management user group with over 12,000 members, the itSMF UK is no doubt resolutely proud to be announcing details of the finalists for this year’s Service Management Awards. The group’s “glittering” awards dinner is held as part of the annual itSMF UK Conference, which will be held at the Novotel London West on 5th and 6th November 2012.

Not (we are told) just an industry backslapping and glad-handing exercise, the iTSMF UK awards are designed to honour the “real industry stars” in Service Management and to recognise the achievements of those who have shown real leadership, imagination and skill in addressing service management challenges within their organisations.

“It’s very satisfying to see people recognised for their hard work and inspiration. It’s also important to showcase real-life projects that have been completed – hearing about the issues that member organisations have faced and the strategies they have put in place to improve customer service can really bring the details to life and indirectly solve problems that other organisations may be battling,” said Colin Rudd, chairman of the itSMF UK.

There are nine categories this year, each of which has been precisely described as “highly competitive” in nature.

Service Management Project of the Year – Finalists: Vodafone, The Co-operative Banking Group, Avis Budget Group

Service Innovation of the Year – Finalists: Stockport Council, Sunrise Software, Fife Council, Telefonica UK Ltd

Service Management Team of the Year – Finalists: The Co-operative Banking Group, HM Land Registry, Foster & Partners

Submission of the Year – Finalists: Ian Macdonald, The Co-operative Banking Group; Kevin Holland, Independent Consultant; Andrea Kis, Macmillan Cancer Support and Matthew Burrows, BSM impact

Trainer of the Year Finalists: Peter Saul, Smatra, Duncan Anderson, Global Knowledge

Contributor of the Year Finalists:  Stuart Wright, Severn Valley ITSM; Jane Suter, Red Tiger Consultancy; Martin Neville, Audit Commission; Mike O’Brien, ILX Group; Alison Cartlidge, Steria; Steve Straker, Fujitsu Services

NOTE: The Paul Rappaport Award for Outstanding Contribution to ITSM Service Management is presented to an individual who has made a sustained and outstanding contribution over a number of years to the field of IT service management. Finalists are not publicised for this award.

Student of the Year – ITIL Finalists: Peter Mullett, Identity and Passport Service (EI – BCS); 
John Hyde, Emerson(EI-APMG); Paul Williamson, RFI Global Services (EI – PeopleCert)

Student of the Year – ISO/IEC 20000 – Finalists: John Griffiths, Fox IT; Richard Stone, Fox IT; Martin Lee Hall, ITSM Consulting; David Lucas, BT;  Paige Lattimer, Capita; Michele Campbell, Capita.

The event’s  dinner is being hosted by Dave Gunson who is a renowned after-dinner speaker “famed” for his confessions of an air traffic controller talks and written work.

Event Listing: itSMF UK Conference, London, November 5th & 6th

Coming of age: The 21st itSMF Annual Conference

This year the itSMF marks its 21st birthday. What a milestone! The ITSM Review will be there – please give me a shout if you would like to say hello.

WHAT

itSMF 21st Annual Conference. Full Agenda here.

WHERE

  • Novotel London West, Hammersmith, West London.
  • Hotel Website
  • Google Map
  • Address: Novotel London West, One Shortlands, London, W6 8DR

WHEN

Monday 5th November – Tuesday 6th November 2012

WHO

The IT Service Management Forum (itSMF) – The premier community for leadership in IT Service Management (www.itsmf.co.uk)

BOOKING & FURTHER DETAILS

http://itsmf.co.uk/Conference/2012Conference/Conference_2012_Information.aspx

itSMF UK Conference

Image Credit

Event Listing: Service Desk & SLM Seminar, itSMF UK, 12th September 2012, Manchester

What?

itSMF UK Seminar – Service Desk and SLM

The Service Desk is at the frontline to increase service quality, reduce cost and pressed to do more with less. Many are still searching for tools to help move them from their traditional fire fighting roles in-order to free up resources to more spend time on better managing customer expectations and improving service.

What are the best approaches to meeting this challenge?

This seminar is targeted at service desk, service level and service catalogue managers who want to ensure agreed customer expectations and promises are met

When?

Wednesday 12th September, 9am – 4pm

Where?

Museum of Industry & Science, Liverpool Road , Manchester, M3 4FP

Museum of Industry & Science Website

Map and Directions

Museum of Industry & Science (MUSI) in Manchester

Who?

itSMF UK

Agenda

Key learning outcomes of this seminar include:

  • Learn the processes that underpin a good service desk
  • Learn what are the key interfaces between the service desk, service level management and service catalogue
  • Learn how you know if you have got the right people working on your service desk
  • What is the skill profile and roles of a hybrid service desk manager and analyst
  • Learn which service desk structure is right for your organisation
  • Learn the challenges and approaches to managing a distributed or global service desk
  • Learn how to define a service catalogue with underpinning service levels that works for you
  • Learn how to get more out of 2nd line teams by implementing operational level agreements
  • Learn how to improve your workload planning and scheduling techniques to manage the service desk
  • Where will the service desk be in 5 years

Further Info…

Photo Credit

itSMF Regional Seminars: Where Speed Dating meets Networking?!

Speed Dating meets Networking?

When I went to my first itSMF Regional Seminar last month, I never would have believed that I would be putting those words together!

The event (hosted by Attenda for the London and South East region) was focussed on End to End Service Management, as well as that all important networking element.

According to outgoing Chair Jane Suter, their last attempts hadn’t been quite as successful, revolving around groups moving from room to room.  However, on arrival, we were handed slips of paper with what looked like safe-combinations on them, and corresponding numbers were dotted about the venue, the idea being that at the various breakouts, we proceeded to the relevant number on the list to meet with like minded numbers!

This worked really well until we got to lunch time when we actually missed out one session altogether and the feedback session for the last one took a while – but it was actually a very valuable session.

I suggested that they should build in the time to do more detailed feedback, because after each presentation, and then each networking session, we were encouraged to look at the subject matter and incorporate those into our introductions.

I’m sure it’s an approach that has been done before, but was a pretty effective mechanism and a good icebreaker, especially for a few of us who were first-timers at these events.

The Role of the new CIO in an End-to-End Service Management Environment – Mark Fowle, Attenda

This was a well presented and well thought out presentation, not pitching Attenda, but putting forward their perspective based on their customer base.

The presentation focused on how the IT Director role was perhaps drifting away and being replaced with that of a Chief Information Officer as a key contributor – moving away from pure technical focus and looking to solve business problems.

When I put this in context with a CIO pitch a week later at the itSMF UK Software Tools Forum in Manchester – the focus of is very much on achieving business outcomes, setting and achieving meaningful Key Performance Indicators (KPIs).

Enforcing Service Management practices through interoperable systems – Neil Forster, Attenda

Neil’s time was perhaps a little shorter than he had intended, as he ran us through how Attenda put a management layer over the top of their third party tools to provide them with platform to get information to their engineers, when they need it.

Neil focused in three key areas – Event Management, Incident Problem and Change Management, and Service Knowledge Management

They have developed mechanisms to have their engineers check for likely “best bet” matching tickets, and with links to knowledge based articles approved by team leads.

His key message was the presentation of information at the point of need, as well as embedding knowledge in the process.

Service Management in an Agile/SOA environment.

The final speaker of the day was Graham Youngs, from Tata Consulting Services –I had been on the periphery of an Agile-run software development project for an ITSM deployment and until that project the only scrum I had heard of had everything to do with Rugby Union and nothing at all to do with ITSM!

In fact what it focusses on is speed of change versus quality of service, and what I could draw from my own experiences was that a good Agile project manager is as much a key to a development team’s success.

In my own experience, although there were attempts to break down the barriers between development and operations, it still needed flexibility and a firm hand from the agile/development management side to keep members of the team focused on their immediate role as well as the bigger picture.

Overall impressions

  • Highlights

A friendly environment and easy to network thanks to the “speed dating approach”

  • Things to improve

The structure of the networking breakouts were relevant to the day’s theme and I think that they should allow some feedback time on the sessions as the group become very interactive at that point, making the seminar worthwhile.