itSMF USA Monthly Podcast #31 - March 27, 2013 | Topic: priSM, WIIFM?
(What’s in it for me?)
What is priSM all about?
What's the benefit to becoming a distinguished professional? Listen as we
sit down with David Clifford, President of the priSM Institute and ask him the tough questions. David shares
his vision and where he sees priSM's
Schellhase is a member of the itSMF USA Board of
Directors, responsible for the Knowledge Management portfolio. Her day
job is at Celanese International, where she's responsible for Compliance,
Process Management, the PMO and Risk Management. She also holds the priSM
DPSM (Distinguished Professional in Service Management) credential.
has just been appointed as the International President of prism. He is
also accountable for strategy, business development and continual service
improvement for prism. David is also an independent consultant and in his
spare time enjoys competing in triathlons and attending Formula 1 races.
Pop: priSM, WIIFM? (What’s in it for
1. What is the 60 elevator pitch on priSM?
2. As an individual, why should I become priSM (Professional
Recognition of Individual in Service Management) credentialed?
Need application points to qualify for
3. Question: Is this a one
or two person show? are there full time employees or does this work with
Volunteers can spread the word
with Social Media
3. How is this better or different than the new ITIL Master
qualification as this is based on experience and prior certs as
4. Any plans on promoting the institute using Social Media
avenues? Facebook, LinkedIn, etc. (Pintrest – use the pins/logos to place
5. Share the Vision moving forward and what have you learned in
the last couple of years since its inception. (Born date:?)
6. As a practitioner, help me understand the value in obtaining
a priSM credential
Quest: Susan Schellhase
1. What is the Knowledge Management portfolio?
2. You’re a first-year board member.
What has impressed you about itSMF USA
that you didn’t know prior to joining the board?
What has been your biggest surprise
since joining the board?
Where do you see the greatest
opportunities for itSMF USA?
Looking back after your term, what
would you like to list as your accomplishments as a member of the itSMF USA
3. What are some of the major initiatives for the Knowledge
Management portfolio for 2013?
This will be the fourth year for the
Student Case Competition. What has been the biggest return/result from hosting
the Student Case Competition? What does it mean to itSMF USA? What
do you think it means to the ITSM industry?
What is the plan for the Student Case
Competition this year? (Key dates, etc.)
What is the International White Paper Challenge?
What happens to the IG Whitepaper Challenge?
Why did itSMF USA decide to take the
lead for the International Whitepaper Challenge?
What is the timing for the IWC?
Use itSMF USA News & Events
Bulletin as a guide.
year’s Fusion 13 conference is located at (Which one is Correct?)
A. Grand Ole Opera
B. Gaylord Opryland
LIG events (Which one is FALSE)
A. Introducing BiSL - Lehigh-Delaware Valley - business
information services library
B. Depth Charge Re-Charge, Charge Forward: Taking Control of
Your Support | St. Louis Gateway
C. Portfolio Lifecycle - A Joint
Event with HDI - Minnesota
are some of the Keynotes for Fusion? (Which one is False)
A. Mike Walsh
B. Josh Linkner
C. Pee Wee Herman
D. Cindy Solomon
Upcoming Webinars (Which one is False)
A. ITIL® Process Maturity Assessments done
B. How to Implement Measurements to Drive,
Dive and Divide. The Balanced Scorecard.
C. The Art of
Strategic Service Warfare
D. SMS Under the
Microscope: Design & Transition of New or Changed Services
Podcast Jockeys: Eddie
Vidal| LinkedIN | Twitter@eddievidal Doug
Tedder | LinkedIN | Twitter@dougtedder Jason
Rosenfeld| LinkedIN | Twitter@jasonrosenfeld Guests: Jill
of Training and Development, Zenetex, LLC
Jill Zimmerman is the director of training and development at
Zenetex LLC. With more than ten years of industry experience, Jill specializes
in providing ITSM solutions and training services to the federal government.
She also delivers ITSM training classes to the agencies that she supports. Jack
Probst, Principal Consultant, Pink Elephant
LinkedIn | Twitter @jackprobst Jack
Probst has a diverse management, business and technical background, and he
delivers strategic process consulting and advanced ITIL® training and education
programs as a Principal Consultant for Pink Elephant. An ITIL Expert,
Jack previously served as the leader of an ITIL implementation initiative at a
Fortune 100 organization. Additionally, Jack is a seasoned speaker and
graduate-level educator. He is currently a member of the itSMF USA Board
of Directors and serves as President-Elect. Show Summary Vision
Quest: Jack Probst(TBD)
2013 Chapter strategy and activity about itSMF USA
Service Management profession and how itSMF brings
value to its members
Pop: Fusion 13 - Behind the Scenes Planning (Eddie) 1.
Once Fusion 12 was finished, how soon did you start planning
Fusion 13? Did you start before Fusion 12 was completed? 2.
Program chair terms, 3 years. How did that start and
After last year, what did you learn that you are doing
different this year? 4.
What’s been the biggest difference with Fusion conference
since HDI partnered? 5.
How do you go about choosing the program track, I noticed
there are some different tracks this year. 6.
Two program advisers this year, why and what is their role? 7.
How much influence does the Board have in deciding the
program, track chairs or speakers?
8. Call for Track chairs went out this year?
Why the difference and how did that go? Many submissions? 9.
How do you determine Track chairs, what are you looking for? 10.
What makes a good speaker, what’s the process to determine who is
Number of submissions last year and what is anticipated this year? 12.
How much time is involved in planning this event for Program chair, track
chair and speakers? 13.
Is there any value for itSMF members to volunteer and participate in
future conferences? What’s in it for them? 14.
Content Advisory Committee, what’s that? Click here to listen to the podcast. Upcoming
LIG events A.
What’s in your Service Catalog - Greater Los Angeles B.
Service Bicycle, Tricycle, Lifecycle C.
Total Quality Management TQM & ITSM - DC National Capital Upcoming
itSMF Webinars A.
How to Ride the Maturity Model Wave B.
Are we there yet? Road trip for the ages C.
ITIL Process Maturity Assessments done right! D.
How to Implement Measurements to Drive Value Whitepaper
Competition is going International! Our
second book, Ten Steps to ITSM Success – A Practitioner’s Guide to
Enterprise IT Transformation, by Angelo Esposito and Timothy Rogers, was
released on February 7th! Volunteer
opportunities for itSMF available. Get involved and expand your career.
Then on January 30th, itSMF USA member
and author of ITIL Lite, Malcolm Fry
will discuss a road map to full or partial ITIL implementation. He will offer
both novices and more
experienced ITIL practitioners advice on how to structure their approach so
that they can attack their adoption with confidence and conviction.
Gaughan and Kurt McWhirter will follow this webinar on the February 7th
discussing metrics for the business. As authors of The Definitive Guide to IT Service Metrics and itSMF USA
members, Ted and Kurt hope to divulge expert guidance and tips on measuring
metrics in your service desk.
The webinar series then concludes on February 14th
with itSMF UK member and author of ITIL 2011 Service Strategy, David Cannon.
In his webinar, David will look back on the changing landscape of ITIL and what
the future will look like.
This series of webinars will be hosted by
our bookstore partners, IT Governance Ltd. Members can register for free here and by clicking on the ‘Upcoming’ tab.
Delegates are encouraged to read the
accompanying books prior to attending the webinar to give them a better
understanding of the topics covered.
Titles are available from the itSMF USA online store where
members can access a 10% discount on all materials.
Eddie Vidal www.linkedin.com/in/eddievidal @eddievidal Bob Grinsell www.linkedin.com/in/bobgrinsell @itsmf_mn
Tim Rogers www.linkedin.com/in/timothyjrogers @itsmf_sd
Shari Brunette, itSMF President-Elect, Sr. Consultant at Aeritae Consulting Group www.linkedin.com/pub/shari-brunette/12/aa2/523
Ben Cody, SERENA, Vice President, Solutions, www.linkedin.com/in/bencody, @ben_cody
Ben Cody is the Vice President responsible for Serena’s ITSM business. Ben has almost 20 years’ experience with IT Service Management. Prior to joining Serena Ben held senior technical and managerial positions at BMC Software and Peregrine Systems.
Brian Hollandsworth, Product Marketing Manager at Service-Now,www.linkedin.com/in/brianhollandsworth, @ITSMBrian
Performance-driven Professional with 20 years of experience delivering strong results in the IT and Hospitality industries who applies a unique combination of Business Acumen, Customer Service, and Technical Experience to deliver services and advice to help organizations of all sizes and industries optimize and align their IT Services to meet their Business objectives.
Steve Hanson, Sr Product Marketing Manager and RemedyForce Evangelist, BMC Software,www.linkedin.com/pub/steve-hanson/2/253/181, @BMCSaaSGuy
Senior Product Marketing Manager
BIO: With over two decades of operational and management experience, Steve Hanson has developed a sharp eye for transformational technologies — and how they can help companies prosper through best practices and organizational efficiency.
Matthew Neigh, Cherwell Technology Evangelist, Cherwell Software,www.linkedin.com/in/matthewneigh, @MattNeigh
Bio - As Cherwell’s Technology Evangelist, Matthew serves as the ‘ambassador’ for Cherwell Service Management ™, interacting with prospects, partners, and customers to promote the culture of Cherwell and its Service Management Platform. As the second employee hired at Cherwell, Matthew comes from the unique perspective of having worked in most facets at Cherwell, including Sales, Support and Professional Services. Able to cover a number of topics from ITIL to inter-personal relationships, Matthew is a popular speaker at many events including HDI and LIG local chapters.Show
Vision Quest: Shari Brunette, itSMF USA Board of Directors
IGgy Pop: Vendor Roundtable: ITSM Tools
The intention of the podcast is to have a roundtable discussion centering on Service Management tools. Each vendor is asked a question and will have 1 minute to answer.- Podcast opening, something fun such as, "What can your Service tool do for you today? or How can an ITSM help me obtain that next promotion?" "What’s in it for the user?” - You have a 60 second ride in the elevator, "What can your tool do that others can't?" - Saas or not to SaaS, that is the question - What are the top 2 things that ? - What is cool about it - ? (Social functionality? Mobile functionality?) - What is the ideal target customer for you? - Do you use the tool for your internal operations? aka: Do you eat your own dog food? - What is your Service Level Agreement (SLA)? - What's your product Upgrade Cycle? - What is your pricing model? - What does your current tool do well? - Why should I hire you? - How does your tool support emerging trends in enterprise mobility and BYOD? - What are the advantages/disadvantages of purchasing a tools suite vs. "best of breed" point solutions? - ITIL processes can be deployed 'out of the box' with the right tool - is this statement ever true? - Is tool certification (such as pinkVERIFY) important to you - why or why not? - "Process always before tools" - is this statement true, false, or somewhere in between?
- How well does your tool integrate with existing tools, such a stand-alone CMDB?
1. The Source for ITSM is itSMF’s USA’s quarterly ejournal. A repository is a benefit for members, wrtten by members. It is now available on
A. Nook B. Kindle C. iPad iBooks
D. Local bookstore
Free for itSMF members, 99 cents for non-members
2. Which of the following was NOT a LIG event in November
A. Magic Castle Holiday Event - LA LIG 11/30 B. Getting Real Results for Real Life - Heartland LIG 11/14
C. itSMF, Thanksgiving Turkey Solutions from the ground floor: An Incident Mgmt Case Study
3. What is BiSL
A. Bountiful Information Service Library B. Business Information Services Library C. Cousin of ITIL
D. A new made up acronym that doesn’t stand for anythingBiSL: The Business Information Services Library. Like ITIL, BiSL is a framework designed to improve the performances of process and departments in the field of business information systems management.
4. IG Whitepaper challenge Topic #6
A. Developing on online dating profile B. Developing a Strategic Profile - Can the Business and IT Connect?
C. How to increase itSMF membership
5. ITSM Salary Survey, deadline is Dec 3rd
Take the survey today, 10 minutes of your time The report will include two year cumulative info: Average salaries by title, industry and region - Bonus information by title, industry and region - Ranked list of what motivates ITSM employees
All participants will receive a full copy of results. Results will be presented in aggregate form only.
6. itSMF Blog, check it out. Fusion 12 recaps and behind the scenes recap
The itSMF USA blog discusses topics to support IT Service Management professionals in the US.
7. 2013 Board of Directors Election
itSMF USA is pleased to announce the following individuals have been elected by the membership, and they will begin their terms on December 1, 2012. - Dr. Deborah Anthony - Robyn McGregor - Susan Schellhase Please join us in thanking all our candidate for their willingess to serve our organization.
Posted By Administration,
Wednesday, November 28, 2012
by Melanie Watson, IT Governance Ltd
Did you know that the official ITIL 2011
material is available as a license?
This means that you can:
Access the official material from your
organisation in an online format
Simultaneously use it whilst your
colleagues use it too
Save money on buying multiple copies
of the ITIL Lifecycle Publication Suite
The license is similar to purchasing software.
It allows a number of concurrent users in your organization to simultaneously
access the full range of ITIL 2011 material in its full online format.
Why is the
The ITIL 2011 online version for multiple
users is licensed as the product and content is DRM protected.
have to renew your license?
These licences are annual, meaning that if you
wish to continue your subscription they you would need to subscribe on a yearly
happens when the material changes?Your material will be automatically updated to
reflect the latest changes.
users can view it?
Our experience shows a multiuser license
covering just one concurrent user is sufficient for a team of 10-15
people. So, instead of buying a set of
ITIL books for each member of staff, buying a multiuser license covering one
concurrent user is much cheaper. The licences are available for any sized
organisation – large or small.
does it cost?
A concurrent user price starts at $3680 for
one year. However, our bookstore is currently offering a 10% discount on this
price, and if you are an itSMF USA member you will get an extra 10% discount,
giving you 20% off! This offer is only for a limited time.
Posted By Administration,
Thursday, November 15, 2012
Updated: Tuesday, November 20, 2012
Written by: Eddie Vidal
12 took place in Dallas, Texas from October 28 – 31, 2012. As a Track
Chair, the conference preparation started in November of 2011. I was
honored to be selected to chair the Virtualization and ITSM track. This
year we received close to 500 submissions, making the selection process very
difficult. Speakers and content at this year’s program was one of the
best yet. Calls for speakers started in January of 2012 and notification of
acceptance was in April 2012. The wait for these notices is like waiting
for your acceptance letter into your preferred college.
chair responsibilities include reviewing proposal submissions, interviewing
potential speakers and narrowing the list to your top 12. Then you submit
your list to the itSMF board and HDI management team who make the final
selections. Prior to the conference, Track Chairs must review the
PowerPoint Slide decks to ensure content matches the submitted description and
remove any commercialism issues. At conference, one of our
responsibilities is to introduce the speakers of our track prior to their
presentation. This allows the Track Chair the opportunity to learn more
from these individuals and make personal connections.
year 1600 attendees had to choose between 80 sessions, 5 keynote speakers and
what costume to wear for the conference party. Zombies were seen
throughout the conference and came out of hibernation during the Thriller
performance prior to Tuesday’s keynote session. Many familiar faces were
seen; see if you can pick some out on this video. Expo Hall
also had over 50 vendors to visit and receive a first-hand look at their
products and services.
12 was a very busy couple of days. Who said, "Conferences are like paid
vacations?” Monday morning I presented at the Conference Maximizer with
Rae Ann Bruno. The Maximizer is a session recommended for first time
attendees to learn how to minimize confusion and maximize learning. To
view what you missed, access the slide
deck. On Monday night, I had the pleasure of recording itSMF Podcast
Episode #28 from the Expo Hall floor with Julie Montgomery. To listen to
this podcast and past podcasts go to this link.
We had a "Who’s Who” of guests appear on the program and were able to put
many names to faces of people we have spoken to throughout the year. As
of October, I’ve replaced Julie as producer of the podcast and will be
dedicating more time to my passion of broadcasting.
morning I put on my speaker hat and presented at Session 406: Incident
Management Metrics at the University of Miami. (Slide
deck). This is a presentation I’ve delivered several times and I always
find new ways to deliver the material and learn from attendees and my
peers. The goal of these conferences is to meet your peers and trade
success stories. Being a speaker doesn’t necessarily mean you know more
than the audience, but that you are willing to share your story in front of
others and "pay it forward.” For some, public speaking is a great
fear. I’m very fortunate to enjoy public speaking.
12 conference was an amazing experience. I was inspired by ITSM
professionals, keynote speakers, itSMF and HDI folks. The ability to
CONNECT LEARN GROW with leaders in my field inspires me to continue this
journey, share my experiences, be grateful and take nothing for granted.
I feel very blessed. Can’t wait for next year, see you in Nashville!
This month's podcast was recorded at Fusion 12 conference Expo Hall. A number of guests passed by the booth to sit with podcast jockeys Julie Montgomery and Eddie Vidal and talk about the conference and industry happenings.
Kelley School of Business @ Indiana University
BMC Student Case Competition Award Recipients 2012
Roy Atkinson Senior Writer/Analyst at HDI, @RoyAtkinson
Doug Tedder, President itSMF USA @dougtedder
Jeff Brooks, Gartner Research Analyst covering the Service Desk space @JeffintheFM
Posted By Administration,
Monday, November 12, 2012
Updated: Friday, November 09, 2012
by Tony Di Perna, People Factor Track Chair, FUSION 12
speaker proposals and talking to many ITSM experts for the People Factor Track at FUSION 12 has been an eye-opener for me on
how the IT professional landscape will change and affect all IT professionals
during the next three to five years. The good news is IT will continue to be in
high demand for top talent in the next generation of technologies that will be
rolled out, and implementing these solutions will enable businesses with new
technologies to remain successful.
For many companies,
it is critical to start considering their top performers and rock stars,
possessing the skills and talent to enable the next generation of technologies
that businesses will be demanding from IT.
senior director of Robert Half Technology, wrote an article in HDI’s
publication, SupportWorld, on the
"War for Talent” and the coinciding session
at FUSION 12 summarized it best, stating, "Companies need to be best prepared
for the high demand they will be experiencing for IT professionals, and having
the best people with the right skills at the right time will be a critical
success factor on how fast and successful IT solutions are rolled out for their
professionals like myself, I believe we're currently at a very good place. However,
technologies are quickly transforming to the Cloud, mobility, experiencing a
social media explosion, and other vast technologies, so we need to sharpen our
skills and be prepared to support this tsunami of technologies heading our way.
All these new technologies will have a direct impact on ITSM, so we need to
start to think about how we could become more agile in service delivery and
support. If we remain too comfortable and worry about just keeping the lights
on, we will get swept away by the next generation of IT professionals entering
the IT industry. The rules are changing quickly, and we need to learn to play
with the new rules.
thread between principles I've seen at the core of all the FUSION 12 People
Factor Track presentations include becoming IT leaders, moving forward with
innovation and initiative, and growing personal education and training. IT
professionals tend to always stay technical and not worry too much about new
business demands. We tend to survive in the new IT landscape, not worrying if it
will become critical for IT professionals to have relationships with their
business counterparts. In the end, we will find solutions to automate and
become more productive using latest technologies. Kirk Weisler's People Factor
session at FUSION 12 titled, "Get Smart: Stop Talking to the Shoe,"
said it best: "We can't afford to continue to have communication breakdown between IT
and the business. Get Smart and stop talking to your shoe”!
lines of moving forward with innovation and initiative, tablets are quickly
starting to take over and become the next generation of PCs. This creates an
amazing innovation on how tablets will be used, both at home and in the workplace.
For IT professionals, this will transform how we deliver and support IT
services. To succeed in this next era of computer/smart tablets, we need to
start being more creative and take part of defining how ITSM will be
transformed to support this next generation of computers.
As far as
education and training go, keeping current and being prepared is critical to both
companies and individuals. As we attempt to invest in learning new
technologies, training is often one of the first line items to get cut from IT
conferences like FUSION 12 is a
great opportunity for IT professionals to learn and be exposed to the changing
times for IT ahead of us. It's up to us as IT leaders to go back to our
organizations with the knowledge we learned and share and communicate the experiences,
values, and changes, we need to start thinking about how to best prepare our
organizations for the future.
closing, I want to thank itSMF and HDI
for giving me this great opportunity to be a track chair at FUSION 12. I
strongly recommend this experience to others! The wealth of knowledge and IT experts
met during the process is priceless.
want to thank Carnival Cruise Lines
for allowing me to be part of this experience and supporting me along the way. Lastly I
want to thank all the IT professionals
who submitted proposals for the People
Factor track at FUSION 12. Without
all of your grand ideas and suggestions, I wouldn't have been able to put
together and deliver such an amazing program. Until next time!
Posted By Administration,
Saturday, November 10, 2012
by Melanie Watson, IT Governance Ltd
Taking your ITIL Foundation exam can be a daunting process, which is why preparation is the key to success. If you’re not prepared, if you haven’t revised and if you haven’t taken key steps to coach yourself for the exam, then achieving certification can be a real struggle.
To prepare yourself for the ITIL Foundation exam, there are a number of routes to take. No single one is the ‘right’ option; you just have to decide what the ‘right’ option is for you.
ITIL Foundation Books If you find studying from a book easier, then there are a number of great titles to be used as study guides.
ITIL Foundation Essentials: The exam facts you need – Just published, this handy pocket guide is the essential companion for those studying the ITIL foundation syllabus. Containing condensed descriptions of key ITIL elements, concepts and terminology, this pocket guide provides you with the essential facts needed to pass the ITIL foundation exam.
Passing Your ITIL Foundation Exam - 2011 Edition is the official ITIL foundation study aid. This exam guide provides an overview of the purpose, objectives, and format of the ITIL foundation examination and a mock exam with answers, strengthening your knowledge.
ITIL Foundation Distance Learning If you would prefer a more interactive route than books and simply don’t have the time to attend classroom based learning, then try an ITIL foundation distance learning course. CD-ROM or on-line based, these courses will be able to fit around you, so you will be able to study at a time, place and pace that suits your needs.
Check that the course is officially accredited and that there is offline support if you need it (e.g. tutors on hand – by phone or email) and that there are no hidden costs.
ITIL Foundation Classroom Based Learning
Usually more expensive than the other two methods, classroom-based training can help motivate and inspire you to learn. With interactive group sessions, classroom learning is an ideal route for some delegates. However you should weigh up the cost involved (hotel/travel).