Greetings form New itSMF USA President, Charlie Araujo
New itSMF USA President, Charlie Araujo, has some important news to share with you in his inaugural greeting video. We invite you to get to know Charlie and hear what he has to say about the future of itSMF USA.
Farewell from Past President, Jack Probst
Greeting itSMF USA Members,
I doubt that there is a person reading this note who has not seen the crystal ball drop at Times Square on New Year's Eve – if not in person at least on TV. Other than the celebrations that are always in flight, it usually happens as one counts the time down to the New Year that you may take a brief moment to reflect a bit on what the past year has been like – good, bad and indifferent – and what you hope will be different in the New Year.
December 12 is the itSMF USA Chapter’s New Year’s Eve. On that date, the outgoing Chapter Board retires and we welcome the new Board members. This year we bid a fond farewell to 3 Board members. Krystl Wyatt-Heine graciously agreed to fill the remaining term of a Board member who left early. We thank Krystl for her tireless work managing the Systems and Administration portfolio – not a small task these days. We also will see the term of Jenny Geisler come to an end. Jenny has brought significant energy, insight and counsel to the posts of Chapter Treasurer and Secretary. All of Jenny’s efforts are too numerous to catalog here, but let it be said that we could not have done it without you! And of course I will be completing my term on the Board and turning the reins of President over to Charlie Araujo.
We will be welcoming three new Board members – Bob Grinsell, Cathy Kirch and Kevin Ritter. They come to the Board anxious to continue the good work of Boards past and to help Charlie in expanding all the Chapter can do to deliver value to you our members.
So as I pass the baton to Charlie and reflect over the past year, what do I see as I look into the Chapter “crystal ball”?
My focus this past year has been to help shape our Service Management Community and expand on member value activities. Just a small sampling of some of the key outcomes we focused on in 2014…
- The continued work of the BIG (Board and Interest Group) leadership program. This group, started by Shari Brunette, brings leaders from local and Chapter venues together to work on delivering against the Chapter’s Strategic Plan. BIG sponsored 8 strategic projects that are well underway and will be completed through 2015.
- Our sponsorship program has been a huge success. You may have noticed that our website, this News & Events Bulletin, our awards programs and the like are sponsored by organizations interested in supporting the work of itSMF USA . Through their sponsorship we have been able to afford support for such activities as the BIG program projects. Many thanks to their financial support.
- We have a new program available now for LIG and SIG program directors – Meeting In A Box (MIB). The MIB has all the content necessary to spark learning and discussion at a meeting. So far we have received rave reviews on this new product.
- The face of the Chapter has been spiffed up. We have a new look and feel to our brand and we introduced our new icon – Whoooo the Owl at Fusion. Look for Whoooo during next year’s meetings.
- Of course, we ran another successful Fusion event in collaboration with HDI. Fusion is a major source of revenue for the Chapter and I want to thank everyone for their support of Fusion through their attendance and participation.
So as we bring 2014 to a close, what about next year?
Charlie Araujo and the rest of the Board have been working hard on their strategic and transition plans. Charlie has completed the portfolio assignments for his Board. Their assignments and portfolios are:
Executive Committee– to be ratified at the first Board of Directors meeting on December 12
President: Charlie Araujo
President-Elect: Pam Erskine
Treasurer: Bob Grinsell
Secretary: Susan Schellhase
Content: Robyn McGregor will be responsible for leading the development and maintenance of all Chapter-provided content, intellectual property and programs.
Alliances: Deborah Anthony will oversee the formation and maintenance of value-based strategic alliances and outreach programs to increase itSMF USA brand awareness with our various constituencies.
Member Services: Cathy Kirch will assume responsibility for the oversight, improvement and maintenance of all operational member services.
Marketing & Membership Growth: Amy Green’s continued role in this portfolio will be focused on the Chapter marketing and membership growth initiatives
Strategic Development: Kevin Ritter will tackle all strategic development and growth initiatives, including oversight of any necessary special projects.
And as for strategy, very briefly, the Board and BIG will be focused on a broad effort to increase member value. Planned for the coming year are:
- The expansion of professional development plans
- Restarting the Academic Committee
- Targeted marketing to expand our membership rolls
- Exploring the idea of virtual LIGs
- Improving our overall system and administrative infrastructure
- Much, much more.
Finally, as I promised at the start of my term, each quarter we will provide an update to membership on our financial picture. So with that, I am going to turn this letter over to Pam Erskine for the 3rd quarter financials.
As a non-profit, we are conscientious about ensuring our spending continues to bring value to our members. The charts below show our sources of revenue and the breakdown of our expenses from March through November of 2014 that is the first three quarters of our fiscal year. Please note that your membership dollars are the primary source of revenue for itSMF USA during this period. Administrative, Staff, Board/Committee, and IT expenses directly support the programs, Awards, LIG/SIG events, Fusion conference and other professional development opportunities that are the foundation of our mission. The income sources and expense types noted in these charts are typical for this point during our fiscal year.
We will continue to provide this information on a quarterly basis. If you have any questions, please feel free to contact Bob Grinsell, our Treasurer, at email@example.com.
Well, that’s about it. It has been one of the greatest honors of my life to serve as your President. I want to thank all those who work tirelessly to make itSMF USA an industry standard for IT Service management professionals. Continue the good work and I look forward to working with you in the years to come.
President – itSMF USA
AXELOS and itSMF to work
together on the development of Global Best Practice in IT Service Management
28 November 2013
itSMF International have reached an agreement which will lead to the two
organizations working closely together in the development and improvement of
Service Management products, services and practices.
The memorandum of understanding (MoU) announced today sets out a
framework of how AXELOS and the itSMF will cooperate in multiple countries
agreement includes a commitment by the two parties to collaborate on the
development of new products and promote each other’s activities and services via appropriate media such as websites,
conferences and seminars.
AXELOS CEO, says ‘Since the formation of AXELOS in July we
have illustrated our commitment to listen to and work with practitioner
‘As the only truly independent
and internationally-recognized forum for IT Service Management professionals
worldwide, the itSMF is one of our key stakeholders and we value the opinions
and knowledge of their members. Today’s announcement is an important milestone
in the development of our business and the future of ITIL®.’
itSMF is a not-for-profit organization and has more than 6000 member companies
spread over 50 Chapters.
is a prominent player in the on-going development and promotion of IT Service
Management best practice, standards and qualifications. Members have access to
network of industry experts, information sources and events to help address IT
Service Management issues.
Rudd, itSMF International Facilitator, says ‘In my
discussions with Peter and the management team at AXELOS I have gained a real
sense of the passion they have for IT Service Management and a determination to
take ITIL to a truly global audience. This agreement with AXELOS will bring
benefits to our 40,000 individual members worldwide and ensure they play an
integral part in the future growth of IT Service Management best practice.’
Billington, Chair of itSMF International, concludes
‘Since the moment this relationship commenced it
has been one of mutual commitment towards development and delivery of future
initiatives aimed to benefit the IT Service Management community. This MoU
represents the guarantee of a shared engagement between AXELOS and the IT
Service Management forum to continue to collaborate on future value added
services and products that will be valuable to our members. On behalf of the
hard working team of itSMF volunteers who have worked closely with Peter and
AXELOS it gives me great pleasure to endorse and sign this document on behalf
of the IT Service Management Forum.’
On 1 July 2013 'AXELOS' was announced as the new
Joint Venture company that the Cabinet Office has formed to deliver and
commercialize the UK Government's portfolio of Best Management Practice
accreditation and publishing services, including ITIL, PRINCE2® and the other
AXELOS now owns the intellectual property of the
whole Best Management Practice portfolio and will build on the current business
activities and developing products in new areas. The organization also has an
ambitious programme of investment and growth, and primary focus will now be on
stimulating the growth of a vibrant, open international ecosystem of training,
consultancy and examination organizations.
Latest news from AXELOS can be found on their Google+
page or if you have specific queries, requests or would like to be added to
the AXELOS mailing list please contact Ask@AXELOS.com.
USA 2013 Board of Directors vote to endorse Service Management Congress and its
Call to Action
Houston, TX – November 14, 2013 – The itSMF USA Board
of Directors voted unanimously on Friday, November 8, 2013 to formally endorse
Service Management Congress and its Call to Action.
This endorsement comes after an Expert Track
presentation by a group originally dubbed "The Revolutionary Network” (or
simply "RevNet”), at FUSION 13. RevNet, a
group of 21 leading ITSM professionals presented their stance on where IT
Service Management (ITSM) is today and the challenges facing ITSM professionals
and the entire ITSM industry in the future.
The presentation ended with a call for all
ITSM professionals to make a commitment.
This call is a commitment to refocus attention on a set of core values
that help enable individuals, leaders, businesses and communities to increase
the access to open, timely and relevant knowledge, a commitment to improve the
agility, creativity and adaptability of our organizations, and a commitment to
fulfill the essential duty to provide value to our organizations and
customers. The presenters then closed by
renaming themselves "The Inaugural Service Management Congress” and with a call
for all to continue the conversation and movement on smcongress.org.
itSMF USA is proud to have played a role in
beginning this by providing a group of leading ITSM
leaders including practitioners, consultants, executives and educators, a forum
at FUSION 13 to come together and share thoughts about the ITSM challenges and
opportunities as they saw them. The group was made up of a wide range of individuals
from varying backgrounds and from around the world. itSMF USA is proud to continue supporting
this independent movement through this endorsement.
As a result, itSMF
USA will assign
a board member as the formal liaison to the Service Management Congress and
evaluate ways to support Service Management Congress interactions with itSMF
itSMF USA is also
planning a December podcast in which it will be discussing the Service
Management Congress with some of the 21 original signatories of the SM Congress
Call to Action.
ABOUT itSMF USA | itSMF USA, a chapter of itSMF International, is the
independent professional organization and forum for IT Service Management
professionals in the US. A not-for-profit organization, itSMF is a
prominent player in the on-going development and promotion of IT Service
Management (ITSM) best practices, standards and qualifications in the United
States. This network of industry professionals, white papers, webinars,
podcasts, conferences and other resources creates an opportunity for
individuals and organization to connect,
learn and grow.
AXELOS PARTICIPATING IN AN EXCLUSIVE Q&A
SESSION AT FUSION 13
USA and HDI’s Annual Event to Host New Owner of ITIL and PRINCE2 Brands
TX, and Colorado Springs, CO ― October 4, 2013—AXELOS, the new joint venture company that recently
purchased the ITIL and PRINCE2 brands, plans to support the global development
of its best management practice portfolio by building on current business
activities and developing products in new areas, with an ambitious program of
investment and growth.
from AXELOS will be attending the FUSION 13 Conference & Expo. They will be
attending a breakfast town hall on Wednesday, October 23, from 8:00 a.m. – 9:00
a.m., and they will be on hand in the FUSION and priSM booths during Expo Hall
hours. Solution providers and attendees alike will have ample opportunity to
ask questions about the future of ITIL and the other frameworks in the AXELOS
13, jointly hosted by itSMF USA and
HDI, is the largest service management conference and expo in North America.
FUSION 13 will take place from October 20–23, 2013 in Nashville, TN.
ABOUT itSMF USA | itSMF USA, a
chapter of itSMF International, is the independent professional organization
and forum for IT Service Management professionals in the US. A
not-for-profit organization, itSMF is a prominent player in the on-going
development and promotion of IT Service Management (ITSM) best practices,
standards and qualifications in the United States. This network of
industry professionals, white papers, webinars, podcasts, conferences and other
resources creates an opportunity for individuals and organization to connect, learn and grow.
USA is an active member of the itSMF International community, working on global
projects, participating in white papers, and sharing practices. itSMF USA also promotes student engagement
and hosts an annual CASE competition at the FUSION conference.
HDI is the worldwide professional association
and certification body for the technical service and support industry.
Facilitating collaboration and networking, HDI hosts acclaimed conferences and
events, produces renowned publications and research, and certifies and trains
thousands of professionals each year.
HDI also connects solution providers with practitioners through industry
partnerships and marketing services. Guided by an international panel of
industry experts and practitioners, HDI is the premier resource for best
practices and emerging trends.
ABOUT UBM Tech | UBM Tech is a global media business that provides information,
events, training, data services, and marketing solutions for the technology
industry. UBM Tech also offers a full range of marketing services based on its
content and technology market expertise, including custom events, content marketing
solutions, community development and demand generation programs.
AXELOS will be at FUSION 13
August 15, 2013
new joint venture company who owns the ITIL® and PRINCE2® brands, will be
joining us at Fusion 13 this year.
underway for several activities with Axelos this year at Fusion 13.
·There is a Breakfast Briefing on
Monday morning that will include Axelos and two members from the itSMF USA
Board of Directors.
·During the Exhibit hours, Axelos will
be joining the itSMF USA Booth and the priSM Booth to meet and greet Exhibit
·An additional event (details under
development – stay tuned!) allowing Fusion 13 participants to interact with
This will be
a great year for you to attend Fusion 13! As an itSMF community, this
will be your opportunity to meet representatives from Axelos and share your
input and ideas with them.
further announcements on how you can interact with Axelos!! We will have more
information for you in a couple of weeks!
If you have questions, please contact firstname.lastname@example.org
Future of ITIL workshop - a little insight
Provided by itSMF UK
The following comment piece is contributed by itSMF UK members Stuart Rance of HP and Stephen Mann of ServiceNow, and originally published in the ITSM Review.
Yesterday a number of ITSM professionals - including itSMF UK Chair and ITIL author Colin Rudd - 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, and AXELOS. The attendees were:
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.
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 known 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.
- 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
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.
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.
July 1, 2013
New company launched to promote Best Management Practice portfolio to a global business audience
1.Joint venture formed to promote Best Management Practice portfolio, including ITIL® and PRINCE2®
2.Best Management Practice products already used by millions of people across more than 150 countries
3.AXELOS to use investment and innovation to develop further the relevance and quality of the portfolio
Today (1st July 2013) marks the launch of the new joint venture company the Cabinet Office has formed with Capita plc to run the Best Management Practice portfolio, including ITIL® - the most widely accepted approach to IT service management, and PRINCE2® - the standard for project management methodology.
Peter Hepworth, CEO of the new company, AXELOS, has pledged to work with the global Best Management Practice community whilst using investment and innovation to grow the portfolio and spread its use in international markets.
Peter said: ‘Today is the first major milestone as we build towards becoming fully operational in January 2014. Over the next few months we will be in listening mode, working alongside product users, trainers and examiners to gather together their invaluable expertise. With thoughtful investment and innovative learning techniques, we are looking forward to developing this unique suite of management tools.’
Best Management Practice products are already used in the private, public and voluntary sectors in more than 150 countries worldwide.
Peter, who joins AXELOS from Activision Blizzard where he was UK and Ireland managing director, added: ‘For almost a quarter of a century businesses across the globe have benefited from the way in which Best Management Practice products have helped build more efficient and effective working processes. Individual users also appreciate the career progression and wider prospects that are open to accredited practitioners’.
AXELOS will own the intellectual property of the Best Management Practice portfolio, originally developed by the UK Civil Service. It will also assume the management of all existing licensing schemes, accreditation and support of examination institutes, training organisations, and consulting organisations with an emphasise on quality of delivery.
For further information, journalists should contact the AXELOS press office:
Tel: 020 7654 2192 or 020 7654 2399 (out of hours)
Tel: 020 7654 2137 or 020 7654 2399 (out of hours)
CEO – Peter Hepworth
Peter is a globally experienced executive with an exceptional track record in the FMCG, technology and entertainment sectors having worked across high growth emerging markets whilst living in the UK, USA and France.
With over 25 years’ experience spanning sales, marketing, I.T., supply chain and finance, Peter has held senior international positions at L’Oreal, Sara Lee Corporation and Activision Blizzard, home of the hugely successful gaming franchise Call of Duty®, most recently running the UK & Ireland business as managing director.
Peter is an economics graduate, chartered accountant, M.B.A. from Cranfield, and A.M.P. from INSEAD.
Best Management Practice – Portfolio facts & figures
IT Service Management - ITIL®
ITIL is the most recognised framework for IT service management in the world. Delivering a cohesive set of best-practice guidance drawn from public and private sectors internationally, ITIL helps service providers with best-practice guidance on the provision of quality IT services, and the processes, functions and other capabilities needed to support them.
1. ITIL began in 1989
2. On average one ITIL exam is taken every 1.5 minutes
3. With a total of over 1.5 million exams taken to date
4. ITIL exams are available in 21 languages
5. And are taken in over 150 countries worldwide
6.Already well established in the UK, Australia & New Zealand and parts of the EU already established. Future target markets include Brazil, India and USA.
7.Users of ITIL include: NORAD, Department of Homeland Security, NASA, Disney, IBM, HP, Microsoft, Ministry of Defence and Shell.
Project Management - PRINCE2®
PRINCE2 is a de facto project management standard developed by the UK government and is used extensively across all sectors, both in the UK and internationally. It embodies established and proven best practice in project management.
1. PRINCE2 began in 1996
2. Over 1 million exams have been taken to date
3. in 21 languages
4. across 120 countries worldwide
5. Users of PRINCE2 include: the British Council, Environment Canada, French finance ministry, The Australian Department of Parliamentary Services (DPS) and the Port of Rotterdam.
Programme Management - Managing Successful Programmes (MSP®)
MSP offers best-practice guidance to all organisations - large or small, public or private sector - to help them achieve successful outcomes from transformational change, time and time again. MSP has been developed to help achieve excellence by improving practices, offering better services and preparing more effectively for the future.
1. MSP was first published in 1999
2. Over 90,000 exams have been taken to date
3. In four languages
4. Across 45 countries worldwide
5. Users of MSP include: London Olympics and Paralympics, Siemens US and Manchester City Council
Value Management – Management of Value (MoV®)
MoV provides essential guidance on the most efficient use of resources to maximise the benefits from projects, programme and portfolios. The guidance has evolved from the tried and successful practice of value management across many sectors and over many years. MoV combines a set of principles, processes and techniques with an approach that aligns with other Best Management Practice PPM guidance.
1. MoV first published in 2011
2. Exams have been taken to date in various languages, internationally
Portfolio Management - Management of Portfolios (MoP®)
The MoP guidance provides senior executives and practitioners, who have responsibility for planning and implementing portfolios of change, with a set of principles, techniques and practices to introduce or re-energise portfolio management.
3. MoP was first published in 2011
4. Over 2,500 exams have been taken to date
5. Across 20 countries worldwide
Risk Management - Management of Risk (MoR®)
MoR is a route map for risk management, bringing together principles, an approach, a set of interrelated processes, and pointers to more detailed sources of advice on risk management techniques and specialisms. It provides advice on how the principles, approach, and processes should be embedded, reviewed and applied differently depending on the nature of the objectives at risk.
6. MoR was first published in 2002
7. Over 15,000 exams have been taken to date
8. In four languages
9. Across 25 countries worldwide
Portfolio, Programme and Project Offices (P30®)
P30 is a set of principles, processes and techniques to facilitate effective portfolio, programme and project management through enablement, challenge and support structures.
10. Users of P30 include: Siemans US and BT
The Portfolio, Programme, and Project Management Maturity Model (P3M3®)
P3M3 has become a key standard amongst maturity models, providing a framework with which organisations can assess their current performance and put in place improvement plans.
11.Users of P3M3 include: Australian Government Information Management Office (AGIMO), London Underground, Department of Health and Manchester City Council
PRINCE2® is a Registered Trade Mark of AXELOS
ITIL® is a Registered Trade Mark of AXELOS
M_o_R® is a Registered Trade Mark of AXELOS
P3O® is a Registered Trade Mark of AXELOS
MSP® is a Registered Trade Mark of AXELOS
P3M3® is a Registered Trade Mark of AXELOS
MoV® is a Registered Trade Mark of AXELOS
MoP® is a Registered Trade Mark of AXELOS
For additional information on this new Joint Venture Company, please see the following links:
ItSMF-International: http://www.itsmfi.org(article: New owner for ITIL and the BMP Portfolio)
Posted by the UK Government: https://www.gov.uk/government/news/new-deal-will-market-government-professional-qualifications
For information on Capital : http://www.capita.co.uk
Shari Brunette, President
03-28-2013 itSMF USA Announces NetApp as New Premier Sponsor
10-31-2012 itSMF USA 2012 Awards Spotlight "Best of the Best” in Service Management Industry Innovation and Excellence
08-30-2012 IT Governance Publishing and itSMF USA Launch ‘Thought Leadership’ Book Series
04-11-2011 itSMF USA Announces New 2011 Independent Research Study on Service Management Adoption and Its Impact for IT
09-21-2010 itSMF USA and HDI Announce Joint Service Management Conference for Fall 2011 and 2012
05-24-2010 itSMF USA partners with The Accredited Training Council Trade Association (ATCTA)
04-29-2010 priSM® Issues its First Credentials
02-08-2010 itSMF USA Opens Enrollment for International Professional Recognition for IT Service Management (priSM®)
02-01-2010 Staff & Line Joins itSMF USA as Silver Sponsor