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itSMF Los Angeles itSMF LA

     Quarterly NewsFlash



2014 - Q3 Edition .................................................................................. Editor: Paul M. Dooley


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A Message from the President's Desk

Dear valued members of Los Angeles LIG,


Roc PaezThe 2014 year is flying by.  Hard to believe we are already in August!  I hope you’ve had an opportunity to attend some of the wonderful user group meetings we’ve had to date.  Orange County set a record with 50+ people at a Problem Management meeting.  Robin Borough of Omniknon, gave a super presentation on managing entries in the CSI register for the Los Angeles LIG, and the San Gabriel Valley just completed their 5th meeting in eight months with a dynamite meeting on the relationship of COBIT to ITIL.  The good news is the meetings are only going to get better as we go into the last 5 months of the year.  Please look to attend one of the upcoming meetings in your area.  We need your input and involvement for our meetings to be successful!


One event you do NOT want to miss is the Southern California Technology (SoTec) Conference on October 24-25.  We, the itSMF Los Angeles user group, will be sharing a track with Quality, and we have 4 incredible presentations planned, including: a Continual Service Improvement (CSI) roundtable, and presentations on Maximizing the CSI Register”, “Tips for Managing CSI projects”, and “Using Metrics to Optimize Improvements.”  This will be a SOLD OUT event with hundreds of IT professionals in attendance.  Great information, Great networking opportunities, and Great food.  Get your tickets before they sell out!


The other event you do NOT want to miss is our 2014 LIG Holiday Spectacular event!  This year we will host Casino night in Long Beach across from the Queen Mary!  The LIG board members will be dealing Black Jack, spinning the Roulette Wheel, and raking dice on the Craps tables.  We have some great prizes, including a Las Vegas getaway weekend and an HP Slate computer, plus MANY other valuable prizes.  Everyone will be a winner at this event!


Thank you for your participation in the LIG this year!  Help us finish the year strong by attending a meeting in your area. 




Roc Paez

President, itSMF USA | GLA-LIG

Plan to Attend Our Upcoming Q3-Q4 Area Meetings!

Aug 26  Conejo Valley -   “Configuration Management and More”                  

  • Speaker         Roc Paez and Jim Flores

  • Sponsor         MiTech

  •        Dole Food Company

September 11 Los Angeles   Ways to Effectively Identify and Prioritize IT Service Improvements”

  • Speaker         Rich Schiesser

  • Location        TBD

Sept 18  San Gabriel Valley    Topic to be Announced                 

  • Speaker         Robin Borough

  • Location        Union Bank

Sept 25 Orange County    A Series of Presentations on  – “Incident Management and the Service Desk”

  • Speaker         Members from itSMF Board (Donna, Roc, Paul, others)

  • Location        United Healthcare in Irvine

Oct 23  Conejo Valley     Change Management                  

  • Speaker         Bart Grunfield

  • Location        Dole Food Company

October 24-25    SoTec Conference     itSMF LA LIG Presents “Panel of Experts Answer Questions on Continual Service Improvement (CSI)

  • Other presentations to also be delivered (see details below)

  • Location        Long Beach Hilton

Nov 20  San Gabriel Valley      Topic to be Announced                        

  • Speaker         TBD

  • Location        Union Bank 

December 6, 2014, Saturday        HOLIDAY EVENT Spectacular!       

  • Speaker:  Surprise guest speaker!  Go to our web site and make your reservation early!  Seats limited!

  • Location   Maya Hotel, Long Beach

For more information on these events, visit our web site

July 17th Meeting a HUGE Success!

On July 17th we held our regional San Gabriel Valley meeting on the topic "COBIT and ITIL Working Together - Best Practices".

COBIT is typically implemented whenever there is a need for IT governance, standardized IT processes, and alignment of IT processes with overall business objectives. Implemented where there is a need for delivering technology as a service to meet business needs, ITIL has complementary objectives. While ITIL v3 is a framework of IT best practices, made up of 5 lifecycle stages, 26 processes, and 4 functions, COBIT focuses on providing guidance for setting IT goals and objectives that align with the business.

The presentation shared the commonalities between COBIT and ITIL, and mapped the 5 ITIL v3 lifecycle stages to COBIT.  Our speaker also provided an overview of the more expansive COBIT v5.

Register Now!  Plan to Attend Our Holiday Party and Casino Night - Dec 6th!

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. 

Plan to Stay overnight at the beautiful Hotel Maya!

Take your chances and win big during our Casino Night!

Celebrate with us! Go  to our web site and register now!

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

IT Support Center Self-Assessment Tool Available!

Interested in doing a “self-assessment” of your Service Desk and its supporting teams?  I wanted to make sure you saw the announcement from HDI regarding the new HDI Support Center Self-Assessment tool.  You can download it for free and conveniently evaluate the maturity level of your “support center”. Use it to discover what you’re doing well, and identify potential improvement opportunities to drive better results for your business. The tool was developed in Microsoft Excel 2010, and is based on the HDI Support Center Standard of best-practices for an IT support center.


Some recent enhancements include:

  • You may now use the tool offline

  • The tool can be used by other members of your team

  • The data collected is confidential and you have full control over who can access it

  • Minimal to no training is required to use this tool

  • The tool aligns with the most recent HDI Support Center Standard

Save the Date:  SoTec 2014 Southland Technology Conference - Oct 24-25!

October 24th and 25th at the Long Beach Hilton

  • Early Bird Pricing through October 2, 2014:

  • Sponsor Members:  $199  Non-Members:  $249

  • In Transition / Student:  $135  Corporate Discounts for 5 or more employees:  $199 Each

Five Tracks!

  • Project Management/Business Analysis

  • Quality Assurance/ITIL

  • Professional Development/Social Networking

  • MAC Track: Social Media, Analytics, Cloud

  • Alliance Partner

Additional Benefits

Earn up to 12 PDUs, 15 CPEs, 12 CDUs for attending both days!
Job Fair and Resume Reviews will be available
Free Friday Night Meet Up at the Hilton Bar 5-7 pm
SoTeC Inspiration Award!

itSMF LA will be on hand to deliver a CSI Round Table, plus several presentations!  For more information, or to register, go to:

Plan to Attend Our “CSI Panel” at SoTec, in Long Beach – Oct 24-25 Panel Fields Questions from Audience on “Continual Service Improvement

Featuring our Distinguished IT Experts Panel:   Matt Haag, Donna Holt, Randy Steinberg, Ray Ybarra

Moderator:  Paul M. Dooley



Have questions on CSI?  Interested in knowing what the critical success factors are?  Interested in hearing from industry experts?  Then don’t miss attending this exciting event at the upcoming SoTec Conference at the Long Beach Hilton, Oct 24-25th. 


Our Moderator, Paul M. Dooley, itSMF Membership Chair, will be fielding questions from the audience about ITLS’s CSI phase.  Our Panel is comprised of leading IT Service Management consultants and practitioners:

  • Randy Steinberg

  • Donna Holt

  • Matt Haag

  • Ray Ybarra


Thinking about a CSI initiative?  Have questions that need answering?  Then don’t miss this important event!

For more information, and to register, visit

itSMF USA Regional Award Winners Announced!  Congratulations Donna!

Our own Donna Holt has just been recognized as a 2014 itSMF Regional Member of the Year.  Congratulations Donna!

Why Join itSMF LA?

  • 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)

  • 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”

Mark Your Calendar and Plan to Attend Fusion 14!

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

Have Something to Say?  Reach Out to Our itSMF LA Board Members!