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itSMF LA eNewsletter - Q2 2014
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itSMF Los Angeles itSMF LA

     Quarterly News



2014 - Q2 Edition ........................................................... Editor: Paul M. Dooley


Visit itSMF LA at our Web site, LinkedIn, or Facebook!

Bookmark us on the itSMF USA LA's web site:
Link up with us on LinkedIn: itSMF LA LIG
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Be Sure to Register for an Upcoming Meeting in Your Area!

The following are the meetings planned for the first quarter of 2014. Be sure to put the meeting nearest you on your schedule, and plan to be there to grow personally and professionally! Watch for the flyer, and go to our web site to register for the meeting: itSMF - Los Angeles LIG.

Date:  April 17th – San Gabriel Valley

Location:  Union Bank, Monterey Park

Topic:  Using a Balanced Scorecard to Drive Strategic ITSM Alignment

Speaker:  Dave Howard, former itSMF LA President, ITSM Consultant and Author


Being able to align your ITSM goals and objectives of the organization is a critical success factor in providing value. Being able to understand how ITSM services and processes support the organization and drive revenue generation moves the ITSM program from a commodity to a strategic business partner.    In the presentation you will learn how utilizing a balance scorecard will provide alignment and create the critical success factors and key performance indicators to ensure performance optimization and resource alignment.


Sponsor:  Migration Technologies.  Migration Technologies brings over 25 years of consulting services experience to our clients. We help them deliver on their service improvement visions by specializing in four key practice areas:  Data Center Migration Services, Configuration and Capacity Management Solutions , IT Governance and Financial Reporting Services, and IT Service Management Programs and Projects.  For more information please visit

Date:  May 13th – Conejo Valley/SFV

Location:  Dole Headquarters, Westlake VillageRoc Paez

Topic:  Best Practices for Setting up a Configuration Management System

Speaker:  Roc Paez, IT Service Management Consultant, Instructor – HP

A Configuration Management System (CMS) is an essential requirement for success as a service provider.  The CMS maintains key data about services and stores important relationship information about service components needed to successfully manage services.   Without a CMS, other ITSM processes will lack needed data and information about IT services and will be much less effective.  A well defined CMS is essential for the success of all other ITIL processes.  This session will cover:

  • Why this such an Important process
  • Best practices for scoping and identifying Configuration Items (CIs)
  • Best practices for architecting a CMS, along with CMS example
  • Basic hands-on exercise(s) for setting up CMS definitions within Configuration Management
  • Core activities of the Configuration Management

Sponsor:  ServiceNow.   ServiceNow enables the Citizen Developer. What does that mean? ServiceNow is the App Creator that empowers mere mortals to stand up to new apps in just minutes! Rolling out a new IT service has never been easier. ServiceNow is the end of "no" and the beginning of Now.  For more information, please visit

Date:  May 29th – Los Angeles

Location:  DirecTV, El Segundo

Topic:  Using your CSI Register as the VIP Ticket to the C-Suite

Speaker:  Robin Borough, President, Omniknron Systems, Inc.

Join the Los Angeles LIG on for a hands-on workshop and Learn How to Get Your VIP Ticket to the C-Suite with your CSI Register.  During this workshop we will dive into the “Priority Wise®” methodologies.  This highly flexible and practical prioritization approach will enable you to determine priorities of core issues effectively. We’ll take a look at systematic and intuitive use cases such as the CSI Register and organizing best priorities that suit the business and IT.  Attendees will receive workbooks and sample templates.

Who Should Attend? Service, Change, Problem Managers, IT Infrastructure Leaders, Service Desk Professionals... And all staff looking to increase critical thinking skills through proven problem-solving and decision making techniques. 

Save the Dates in Your Calendar for these meetings in OC and LA:

Here are just a few of the dates and topics we have planned over the next several months.  And please remember to mark your calendars for our spectacular December Holiday Extravaganza!  The date to save is December 6 (see details below!)


Date:  June 5th – Orange County

Location:  UHG, Irvine

Topic:  Achieving Leadership Excellence

Presented by:  TBD


Date:  August 14th – Los Angeles

Location:  Molina Health Care, Long Beach

Topic:  Configuration Management Workshop

Presented by:  Randy Steinberg


Please let us know if you have any questions or comments in the meantime, we would love to hear from you!

Holiday Party/Casino Night - Mark Your Calendar for December 6!

Mark your calendars now so you don’t miss our 2014 Holiday Party!  This year, we have a real treat planned for our members and friends.  We’ve contracted the Hotel Maya (Long Beach) as the venue, Aces Casino will provide the gaming tables and MiTECH has agreed to support this event.  Stay tuned for further details.

About MITECH:  Migration Technologies brings over 25 years of consulting services experience to our clients.  We help them deliver on their service improvement visions by specializing in four key practice areas.

  • Data Center Migration Services
  • Configuration and Capacity Management Solutions
  • IT Governance and Financial Reporting Services
  • IT Service Management Programs and Projects

For more information on Migration Technologies, please visit their web site at

A Message from the President's Desk

With Q1 in the books, your itSMF Los Angeles LIG board has generated an incredible amount of positive momentum and interest moving into Q2, making the upcoming 2014 year to look very bright and promising!  Whether you know it or not, you are being served by the BEST, MOST TALENTED board team in the NATION, BAR NONE


How can I make this claim?  Just look at all the plans, events and activities being made by your LA LIG board to date:

·           It is only April, and the board has already secured and booked a location for our Holiday Party event … and it promises to be our BEST Holiday event ever!  It will be on Saturday, December 6, from 4:00 – 11:00 pm at the Maya Hotel in Long Beach, across from the Queen Mary and Shoreline Village.  The evening will feature casino games, including blackjack, roulette and craps.  Instead of playing for money, everyone will be playing for some GREAT prizes provided by our vendors, including gift certificates, a Las Vegas getaway vacation, and much more.  The LIG is planning an incredible food menu, an awesome keynote speaker, and best of all, some of your LA LIG board (including myself) may make a special appearance as blackjack dealers!  Huge THANK YOU to always reliable Donna Holt (Event Coordinator and Past President), for the many hours she has invested planning this event.  This is one event you do NOT want to miss!! Save the date in your calendar and plan to join us!

·        The LA LIG board is partnering with the Southland Technology Conference (SoTec) and will participate in the largest, most attended, IT conference in southern California in 2014.  Last year over 400+ people attended SoTeC, including IT Service Management professionals, IT project managers, IT-Business analysis and Quality Assurance professionals.  ITSM/ITIL will be sharing a Track at the SoTeC conference in 2014.  Hold the Date:  SoTec conference Oct 24-25, 2014.  Location:  Long Beach Hilton.

·         Our Membership Chair person, Paul Dooley, has done an amazing job getting the LA LIG up on social media.  For the first time in our history, the LA LIG has a Facebook page, an improved LinkedIN page, a dedicated LA LIG web-site, a Twitter account and a Quarterly Newsletter, to keep members informed and aware of all our upcoming events and activities.  If you need any information about past or upcoming meetings, including past meeting presentation slides, please visit our LA LIG web-site can also find us and LIKE us on Facebook at, and look for the group itSMF LA LIG on LinkedIn.

·         PMP/PDU credits for attending LA LIG meetings are likely coming soon!  The LA Board is working to ensure all PMP/PMI professionals receive 2 PDU (Professional Development Units) towards maintaining their PMP certification when attending any LA LIG meeting.

·         In February, the Orange County Area LIG nearly set a record for highest attendance for a single LIG meeting, with almost 50 people!  The topic was Best Practices for Problem Management and it was highly interactive with great reviews.  Jim Thomas, OC area vice president has told me his June meeting will be even more popular!  Stay tuned for Jim’s announcement for the OC June event!

·         In March, the Conejo/San Fernando Valley LIG hosted itSMF National Board member, Deborah Anthony, as she spoke on the new Business Information Systems Library (BiSL).  This new best practice for aligning IT and Business is an example of leading–edge topics being targeted by the LA LIG Board this year.  In May, I am honored that Carolyn Trocino, the Conejo/San Fernando Valley president, has asked me to deliver a Configuration Management workshop for her LIG.  I have already gathered some GREAT information for this May session.

·         This month, the San Gabriel Valley LIG will be hosting their fourth LIG meeting in five months!   That is almost a meeting each month!!  Amazing!!  Congratulation to SGV Area vice president, Ray Ybarra, for this great run of meetings.  Please consider attending the next SGV meeting on April 17, and find out why Ray’s SGV meetings have been so popular of late.  It may be because Ray has been the SGV area vice president for 6 years, and has been fine tuning his meetings every time he holds a meeting. 

As you can see, great stuff is happening within the Los Angeles LIG this year.  I am so honored to be a part of it.  Please make a point to come out to one of our area meetings this year.  You’ll be glad you did!


See you around the LIG!

Roc Paez

President - itSMF USA | GLA-LIG

Transform Ordinary Service into Extraordinary Service!

This short little clip on Johnny the Bagger® will help motivate your employees to take personal responsibility for creating a positive, memorable experience for internal or external customers -- the kind of experience needed to generate customer loyalty, improve employee retention and strengthen team morale.

“The only thing your competition can't take away from you is the relationship your people have with your customers.  After you experience "Johnny the Bagger®," you will see how you and everyone in your organization can make a difference in your customers' lives. The memories you create will keep people coming back-and bringing their friends-for years to come. “

- Ken Blanchard, Co-author of The One Minute Manager and Co-author with Barbara Glanz of The Simple Truths of Service As Inspired by Johnny the Bagger

Key Points:

  • Explains why truly extraordinary service must come from the heart (i.e., from person-to-person connections, not business-to-person connections)
  • Outlines the key mindsets and daily actions that are necessary to deliver exceptional, memorable customer service
  • Equips participants to add their own "personal signature" to their work to surprise and delight customers

For more, please experience this short video at >>

Upcoming Webinars!

April 10, 2014 itSMF USA webinar during BrightTALK Summit: Catalog or IT Portal: Putting Catalogs in Context of Interfacing with the Business with Lou Honnebeck


April 24, 2014 12:00 pm CST itSMF USA SIG: ISO/IEC 20000 SMS Under the Microscope: Release and Deployment Management and the SMS


May 19, 2014 11:00 am CST Seven Habits of Highly Effective Service Managers with Ken Wendle


June 19, 2014 12:00 pm CST itSMF USA SIG: ISO/IEC 20000 SMS Under the Microscope: Incident & Service Request Management & the SMS

Plan to Attend Fusion 14:  Oct 19-22!

Jointly hosted by industry icons itSMF USA and HDI, only FUSION 14 can bring together the greatest minds and the most respected professionals to facilitate a total immersion experience into today’s most relevant service management topics.

Join us in Washington, DC, from October 19-22, 2014, to discuss and compare the benefits and challenges associated with using ITSM when implementing virtualization, the cloud, mobility, security, SaaS, and more; establish and accomplish service management goals specific to your organization; and arm yourself with the knowledge you need to implement service management initiatives back at the office.  For more information, visit

Recap of Recent Meetings

Feb 27 – Orange County, Special Presentation on “Problem Management”

Great meeting, as we ended up with a total of 47 in attendance – 18 members, 29 non-members.  Good feedback on the format as this was largely interactive and we discussed lots of real world issues around Problem Management.  Charlie Araujo, Ray Ybarra and Barbara Rotondo were in attendance from the itSMF LA Board. The sponsor for this event was Quint Wellington Redwood, and the outstanding speaker and facilitator was Katherine Lord.  

March 11 – Conejo Valley, Presentation on “BiSL in a Box: ITIL + BiSL = Improvement”

On March 11, 2014, we were fortunate to have Deborah Anthony and Pam Erskine from the itSMF USA Board of Directors provide us with information on the topic of BiSL in a Box: ITIL +BiSL = Improvement.

The BiSL framework
focuses on the demand side of information where ITIL focuses on the supply side of information. The presentation really showed us how important it is to understand the business information side and how ITIL and BiSL pair together to complement each other in a business setting. We had 26 attendees join us for our highly-interactive session and we were fortunate to have Deborah and Pam here in Westlake Village, CA at our Dole campus.

Axelos Updates!


AXELOS, the owner of ITIL® and PRINCE2®, is to develop a new cybersecurity portfolio designed to help commercial organizations and governments around the world combat the risk of cyber attacks.

Cyber crime is increasingly recognized as one of the most serious risks to a strong global economy, market reputations and to national security. All organizations are at risk from attack, with the financial impacts and reputational damage caused by successful attacks well documented. Total global impact is predicted to reach $3 trillion*.  The recent (Feb 12th) launch of the Cybersecurity Framework by the Obama Administration is intended to help address this, but there is an increasing need for organizations across the world to find an efficient, practical and secure way to integrate these additional frameworks into their operations.  For more, please see:


AXELOS has continued to grow its management team with the appointment of Kaimar Karu as Head of ITSM (IT Service Management).

Kaimar is an experienced ITSM practitioner who has a career background in IT support, software development and project management.  He has a passion for education and taught in schools and universities in his home country of Estonia before becoming a professional trainer. Over the years he has trained ITSM and project management professionals across Europe.

In 2013 Kaimar was elected as President of itSMF Estonia after serving as a board member for five consecutive years. He is also a sought-after public speaker at various international IT conferences.

Why Join the itSMF LA?  Check this Out ...

​Here are just a few of the reasons:

  • Best LIG in the United States; nominated for LIG of the year 2013; favorite to win LIG of the year in 2014
  • Amazing, talented LIG members, including the National itSMF president elect(Charlie), ITIL Authors (Randy, Dave), multiple CIOs and IT directors (Joel, Robin, Jim), seasoned ITSM educators (Paul, Donna, Carolyn, Roc), industry-leading ITSM consultants (Ray, John, Barbara, Shelly)itSMF Los Angeles
  • Great support from vendors and companies in the area, including HP, ServiceNow, County of Orange, Omnikron, United Healthcare, Optimal Connections and many others
  • GREAT meeting venues, including the Queen Mary, Magic Castle, Disney Club 33
  • Other LIGs have to beg to get presenters; in the Los Angeles LIG people compete and fight to be presenters.  Result: the highest quality presentations of any LIG in the US.
  • Coming soon:  Access to one of the largest ITSM knowledge portals. The portal provides access to real world working documentation, templates, tools and examples for any ITSM project.

You become like those you hang around, so
hang around with the BEST
Los Angeles LIG itSMF”

Contact Your itSMF LA Board for Assistance!


Consider prISM to Give Your Career a BOOST!

Ever thought about moving your career forward by leveraging the benefits of an industry recognized credential program? Why not check into prISM? prISM is owned by itSMF, and promotes professional recognition of Service Management professionals based on their experience, educational achievements and professional activities. For more information, visit:



Visit the itSMF LA LIG Web Site for more information on events, upcoming meetings, and free downloads! Point your browser to itSMF - Los Angeles LIG




The itSMF USA LA LIG eNewsletter is published on a quarterly basis by the itSMF USA LA LIG. You are receiving this email either because you have a continuing relationship with the itSMF as a Member, or have opted in to receive this periodic email newsletter. Please email comments and suggestions to Paul M. Dooley, Membership Chair, itSMF LA,