Event Review, itSMF India Annual Conference, Bangalore

itSMF India held their 2nd annual conference at the Vivanta Hotel in Bangalore on the 5th November. My quick video review is below.

Some thought provoking presentations, interactive panel sessions and great simulation exercise to finish the day. Congratulations to Suresh GP and the itSMF India team for an excellent conference and thanks for inviting us.

Unashamed commercial plug: Suresh GP (Our courteous host in India and all round good egg) has left the HP ITSM team to venture out in the world of independent consulting.

Quick Video Review

Social

Gallery

Suresh GP leading an expert panel of Indian ITSM leaders
Suresh GP leading an expert panel of Indian ITSM leaders
Full house of 140 delegates
Full house of 140 delegates
Worldwide ITSM experts discuss demonstrating value
Worldwide ITSM experts discuss demonstrating value
Kaimar Karu from Axelos provided an interesting and modern view of ITSM best practices
Kaimar Karu from Axelos provided an interesting and modern view of ITSM best practices
Srinivasan Thiagarajan from Cognizant provided an interesting perspective on modelling for business outcomes.
Srinivasan Thiagarajan from Cognizant provided an interesting perspective on modelling for business outcomes.
Arvind Parthiban from ManageEngine provided some practical approaches to Change Management in the real world.
Arvind Parthiban from ManageEngine provided some practical approaches to Change Management in the real world.
James Finister from TCS evangelising about the value of culture in outsource relationships and growing importance and development of SIAM.
James Finister from TCS evangelising about the value of culture in outsource relationships and growing importance and development of SIAM.
Parvinder Singh from Quint led an excellent management simulation
Parvinder Singh from Quint led an excellent management simulation

Visit http://itsmfindia.in/ for updates on future events.

itSMF Australia Annual Conference (LEADit)

This year's conference will be hosted in Melbourne
This year’s conference will be hosted in Melbourne

It is with incredible excitement that we are able to announce that we will be the Media Partner for the itSMF Australia Annual Conference (LEADit), 13-15 August 2014, at The Pullman Melbourne Albert Park Hotel in Australia.

This ITSM event, which is the largest in the southern hempishere, brings together more than 500 IT professionals, with over 50 keynotes and breakout sessions  – covering a wide range of subjects that are at the heart of our industry.

What you can expect

Generally regarded as one of the best itSMF-hosted conferences in the world, you’re in for a treat with this year’s agenda which includes (but is not limited to):

  • A fantastic series of keynotes featuring ITSM greats such as Rob England and James Finister, as well as motivational speakers such as Jason McCartney
  • A broad selection of breakout sessions featuring an array of speakers including the likes of Robert Stroud, Harold Petersen, Paul Wilkinson, Mark Smalley, Karen Ferris, Rachel Pennings, Stuart Rance and plenty more. Covering topics such as: cloud, continual service improvement, IT governance, ITSM process best practices, mobility, service lifecycle, IT asset management, agile, BYOD, customer experience etc.
  • A choice of 7 pre-conference workshops including “building agile virtual teams” and “real techniques to achiever a successful ITSM implementation”
  • A jammed pack social programme providing an array of opportunities to connect with your peers and the service management community, from the standard welcome drinks and networking evening to gala dinners, a social dinner and games night and a post conference winery tour through the Yarra Valley.
  • Ceremony for the 2014 itSMF Industry Awards

Join in the fun

Considering attending but not quite sure yet? Or crying that you can’t go and are going to miss out on all the fun? Why not get involved with one of the Twitter chats that will be hosted by itSMF Australia in the run up to the event?

Date Name Twitter handle Topic
Wed 02-Jul-14 Rob England @theitskeptic Big Uncle: Benevolent Security and The End of Privacy
Wed 09-Jul-14 Stuart Rance @StuartRance Getting Started with Continual Service Improvement
Wed 16-Jul-14 Ian Jones @Jonesyianau Leading ITSM from Scrum to Kanban
Wed 23-Jul-14 James Finister @jimbofin Service Integration and Management: SIAM 
Wed 30-Jul-14 Peter Doherty @ITILNinja Working Smarter at the Service Desk to Engage the Business
Wed 06-Aug-14 Sophie Danby @SophieDanby Get the most out of #Leadit

ITSM Review is flying longhaul!

Two of our team will be in attendance (we haven’t yet finished arguing about who gets to go on such an amazing trip), and if you’d like to schedule a meeting with us whilst we’re out in Australia please email me.

We also intend to make the most of our trip across to the other side of the world and in conjunction with the wonderful James Finister and Stuart Rance we are hoping to be able to run a series of ITSM community initiatives whilst we’re out there (let me hear you cry “the Brits are coming”). Not just in Melbourne, but potentially anywhere in Australia (within reason – it’s a big country) and even potentially en route as well. We’ll provide more information on this as/when things get confirmed, but in the mean time please let us know if you have any ideas related to this or would like to see us whilst we’re visiting.

The ITSM Review team will also be making a trip to India in conjunction with our visit to itSMF Australia, so we urge our readers in that part of the world to also get in touch.


Event Summary

WHAT

itSMF Australia Annual Conference (LEADit)

WHERE

The Pullman Melbourne Albert Park Hotel, Australia

WHEN

The conference runs from Wednesday 13th August to Friday 15th August, with a range of pre-conference workshops taking place on Tuesday 12th August.

BOOKING

Booking rates are available online

Please note that all social activities are included in the 3 / 4 day conference pass, except for the post conference tour, which will need to be purchased separately.

Image Credit

Orange, green, blue, purple – what colour is ITSM?

photo (2)PINK. The answer is still PINK.

PINK14 seem a long time ago now, and I have to confess that I am already secretly (although I guess it’s not a secret when I publish it in an article right?) planning my trip for PINK15.

There has already been a stream of blogs from people providing their thoughts on the conference:

So I guess I’m a little late to the ‘event review party’ (sheesh my legs are still tired from the theme park that was Vegas) but better late than never. So here goes my review.

My favourite sessions

The calibre of the sessions varied depending on the topic and the speaker, but two sessions in particular stood out for me:

  • Slow IT: Meet in the Middle (MITM) – Rob England
  • How to Create & Manage a Successful Service Catalog – Jack Probst

What I loved most about these two sessions was the audience. No offence to either presenter but there were times when I wasn’t giving them 100% of my attention, because I was too busy watching and listening to the delegates in the room.

Rob England

Rob discussed the need to slow down the pace of business demands on IT to focus better on what matters, and to reduce the risk to what already exists (you can view Rob’s presentation as part of TFT here). His session was laden with common sense, and his message clearly resonated with the audience.

There were lots of nodding heads and signs of agreements. There were ‘oohs and ahh’s’ every 5 minutes (to the point that if any one entered the session late they probably wondered what the heck was going on). There were cries from the audience of ‘how?’ and ‘yes!’ It was very entertaining and enlightening to watch, and I think it’s fair to say that Rob had a few new groupies by the time his presentation was over.

Jack Probst

Then there was Jack’s session on service catalog (let’s not have the argument about the spelling). And before I attended the conference a few people had recommended to me “if you only see one session make sure it’s one of Jack’s”, and I’m pleased to say that this will probably be the same advice I give to any new timers next year.

Jack is a very enthusiastic and passionate presenter. I confess that when I entered the room I thought I understood service catalog and when I left I wasn’t so convinced (it was a tad high level for little ol’ me), but nevertheless I thoroughly enjoyed it. There was question after question literally every five minutes from the audience (ok so maybe it wasn’t just me who found it high level) and once again the audience was very engaged. By the way if anyone saw my tweet about ITSM Review and service catalog, it was from this session.

What I loved most about this particular presentation though was not the actual session or topic, it was what happened after. I wanted to introduce myself to Jack given that the previous week he had written an article for us, and I had to wait a considerable amount of time to be able to do so. There was a very long line of people with questions.  All too often I see similar scenarios at events, and all too often I see very short responses given as answers, or occasionally no answers at all, but not with Jack. He gave clear answers and took contact details to provide even further information after the conference.

It’s interesting because many people raised the question of whether the PINK conference provided enough value to warrant the hefty conference price tag. My thoughts? If all the delegates did was attend these two sessions, then I would say they certainly got their money’s worth.

All the other sessions

A lot of people raised the suggestion that next year there should be less tracks and that presentations should be shorter, which I think is a fair comment.  There were many occasions when it felt a bit like Sophie’s Choice deciding which presentation to go to, not least when I had to make a decision between James Finister and Karen Ferris. James won solely on the fact that it was less distance for me to walk (the Bellagio is HUGE and I only have little legs … although not as little as Gobby Midget).

The keynotes on day one were incredible, and I think that PINK has quite a challenge on its hands finding anyone to match them next year. The keynotes on day two were sadly not as impressive, and along with many women I found the session by Josh Klein particularly poor. It was stereotypical and offensive. I appreciate that all of said stereotypical/offensive comments that he made were meant in good humour, but this is 2014 and jokes about women knowing nothing about tech and only being interested in shoes are not acceptable. There again I’d question whether there was ever actually a time when they were acceptable (although I wasn’t alive in the 1970s).

Anyway, enough of my thoughts for a second, let’s hear from a practitioner:

Currently our main aim at South African Reserve Bank is to be more service focused as well as looking at managing change and so my aim coming to PINK14 was to go to these types of sessions.

I was especially looking forward to Expanding ITSM Beyond IT: Providing Real Value to the Business by Joshua Smith – IT Service Management Team Lead at Mohawk Industries and I think I have taken away some useful points from the session.

We are currently moving to a new Service Desk tool provider and so I am looking forward to visiting the stand and getting to know the people there.

My favourite keynote has definitely been Caroline Casey, she was fantastic and very inspirational [unlike the keynote of Joshua Klein which I walked out of].

On the whole I would say that I have not had the “WOW that’s amazing I will definitely take this back with me” moment I was hoping for but I still think that the conference has been worthwhile.

– Siphiwe Mkwanazi – Head: Service Management Centre, South African Reserve Bank

Final thoughts

The theme was superheroes and I was suitably impressed with how PINK managed to ensure that the theme was present throughout the conference. The dressing up as superheroes and dancing through the ballroom wasn’t really my cup of tea, but that was simply a mismatch between American and British humour. It certainly drew plenty of laughs from the audience.

I won’t mention too much about the awards as you’ll be able to read articles from the winners here at ITSM Review over the coming weeks. However, what I will say is that at itSMF UK many of us complained that the award ceremony was too long and ‘went on a bit’, and yet at PINK we were complaining that the awards were a bit of a letdown (in terms of presentation not the actual winners) and too short. Safe to say that we (the ITSM critics) always have something to moan about and we’ll probably never be happy.

Finally, before I leave you with some photos of the exhibitors along with their views on the conference, there is one piece of feedback that I personally want to give to PINK for the 2015 conference. What I have to say is this:

 

“MORE GEORGE!!!!”

 

Seriously, the man is an absolute breath of fresh air and there was a never a dull moment when he was on stage. Pretty please work even more George Spalding into the agenda for 2015.

The exhibitors

I really shouldn’t miss out the vendors, given that without them PINK wouldn’t be able to run their conference. I personally felt that there was a nice atmosphere in the exhibition hall at this particular event. I’m not sure whether it was layout, the attendees or the fact that the vendors just generally seemed to be a lot more laid back and friendlier than I’ve seen them at other events – whatever the reason it was nice.

I particularly enjoyed assessing each vendors marketing efforts. From “spot me in a t-shirt” competitions to barbeque giveaways (yes you did read that correctly) there was certainly something for everyone. Anyone who knows me will know I get annoyed by vendors on booths very easily, but bar one minor incident that involved a finger (don’t ask) I never had a reason to complain!

Although talking of annoying, seriously, it’s time to stop tweeting about your PINK booth now people!

Before I finish up, here are some photos of a few* exhibitors looking all ‘dapper’ on their booths:

BMC Software
BMC Software
CA Technologies
CA Technologies
Cherwell
Cherwell Software
EasyVista
EasyVista
LANDESK
LANDESK
ManageEngine
ManageEngine
Navvia
Navvia
ServiceNow
ServiceNow
SysAid
SysAid
TeamQuest
TeamQuest

*Please note that no favouritism was involved in selecting which exhibitors to display here. I simply used all of the the professionals photographs provided to us by PINK.

The final finally

I just want to take this opportunity to thank Pink Elephant on behalf of everyone at ITSM Review for having us involved as media partner this year. We thoroughly enjoyed the conference and all of the amazing networking opportunities that the event presented us with.

So who else is going to PINK15?

Live from PINK14 – Day 1 in review

mediaAs day one of PINK14 comes to a close I am feeling somewhat frazzled. In Vegas nothing is modest and reserved and PINK14 is no different.

Held in the beautiful and ostentatious Bellagio hotel the sheer number of sessions is frankly mind boggling and trying to decide which to attend leaves you wishing cloning yourself were an option. Luckily the majority are repeated to make missing anything you really want to see unlikely.

Keynote presentations

Opened with a far too energetic lycra clad Wonder Woman dancing her way to the stage the Super Hero theme has continued throughout the day with the message that we can all be IT Super Heroes.

Both keynote speakers, retired Canadian astronaut Colonel Chris Hadfield and social entrepreneur Caroline Casey gave rousing and emotional talks with audiences reaching for the Kleenex on several occasions.

 

Both told truly inspirational stories on what can be done when you dare to dream and follow those dreams through. Both presentations were also laced with great advice applicable to any IT service management organization.

Pink Think Tank

One of the many selling points for attendees of the annual Pink Elephant conferences (so I am told) is the quality of after-hours conversations. Often taking place over a meal or a beer, but often limited in their exposure outside of those party to them (and potentially the inability to remember what was said the following day).

So this year an attempt was made to formalise and capture the essence of such conversations – the Pink Think Tank. Where a pre-selected group of the ITSM industry’s deep thinkers spent a day discussing the main issues faced by corporate IT organisations before focusing on just one – from problem definition through to potential solutions. This was then fed back to the conference via a panel session today, with a Q&A session to follow on Wednesday.

The issue the think tank chose was: the complexity of multi-supplier value streams. Where the traditional IT function is faced with two discrete pressures:

  • A need to change to accommodate the needs of more agile businesses; and
  • Supplier-driven commoditisation.
The group’s solution statement pointed to a number of discrete areas/activities that need to be addressed (see the link below), headlined by the statement that IT really needs to start understanding the business. And the concept of IT needing to deal with commoditisation, innovation, and complexity simultaneously.

There was also a practical set of activities for attendees to address on their return to the workplace. Hopefully making the efforts of the Think Tank more relevant and accessible to attendees. With a commitment to create supporting documents to supplement the initial outputs.

If you are at Pink14, then look out for the Q&A session on Wednesday. If not, Rob England has shared the group’s first outputs on Slideshare. It also details those involved. In addition Rob himself will be providing a written article for us post-PINK detailing the entire Pink Think Tank process. In the meantime let us know what you think.

Everything else

There was also the announcement today that Attivio who won the PINK 2013 IT Excellence Award for Innovation Of The Year. So huge congratulations to those guys!

And we can’t forget all the numerous AXELOS announcements that took place today.

I can’t finish without mentioning the networking opportunities that been fantastic so far with a special pink cocktail created specially for the occasion, and in the exhibition hall there was a great mix of old hands and first time vendors and a certain penguin that seems to be everywhere these days.

It’s hard to really go into detail about the specific presentations live from the floor, but stay tuned for more in depth reviews of the sessions and Barclay Rae’s podcast.

 

Pink Elephant 18th Annual International IT Service Management Conference & Exhibition

Fatima Cabral and George Spalding delivered the opening keynote at PINK 2013
Fatima Cabral, CEO and George Spalding, Executive Vice Preseident at Pink Elephant delivered the opening keynote at PINK 2013

We are excited to announce that we will be a Media Partner for Pink Elephant’s 18th Annual International IT Service Management Conference & Exhibition (aka Pink14), 16-19 February 2014, at the Bellagio Hotel in Las Vegas.

The event brings together 1,500 like-minded IT professionals, with over 160 sessions spread over 14 tracks – covering a vast array of subjects from all across the ITSM spectrum.

What you can expect

  • 14 tracks of educational, strategic, tactical and operational content. Tracks include: The 3 I’s of Leadership; CIO Forum; ITSM Winner’s Circle; ITSM Project Management; Service Support and Operations; How-to ITIL Clinics and Workshops; CSI – There Is No Finish Line; Using Frameworks and Standards to Achieve Business Value; Pink Think Tank; Tools and Technology; Breakfast Clubs; Discussion Forums; Half-day Workshops; Platinum Sponsor Stream – BMC Software. You can find out more information about all of these tracks here.
  • A various array of pre-conference courses covering ITIL and Lean IT Certifications; and post-conference workshops covering COBIT and ‘how-to’ instructional workshops.
  • Presentation of Pink’s IT Excellence Awards, with awards for: Project of the Year; Practitioner of the Year; Case Study of the Year; Innovation of the Year; and IT Leader of the Year.

Both Rebecca Beach and I will also be in attendance. If you would like to schedule a meeting with either of us at the conference please email me. We are interested in hearing from all attendees whether you are a vendor, practitioner, consultant or other!

We hope to see you there!


Event Summary

WHAT

Pink Elephant Annual International IT Service Management Conference & Exhibition (aka Pink14)

WHERE

Bellagio Hotel

WHEN

The conference runs from Sunday 16th – Wednesday 19th February, with pre-conference courses running from Wednesday 12th – Sunday 16th February, and post-conference courses from Thursday 20th February to Saturday 22nd.

BOOKING

Booking rates are available online

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.

photo

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.