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itSMF Los Angeles

     Quarterly NewsFlash



2014 - Q4 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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A Message from the President's Desk

Dear valued members of Los Angeles LIG,


Roc PaezThank you for your involvement and participation in our LIG meetings and events this year.  Thanks to your commitment and the dedication of our LIG board, we have been awarded the prestigious “LIG of the Year” Award for 2014.  We will be accepting this award at the National Fusion conference on October 20-22. 


This recognition is a tributue to the tremendous talent we have in our LIG.  Across the board, every area VP (John Ambris-LA, Jim Thomas-OC, Carolyn Trocino-Conejo Valley, and Ray Ybarra-San Gabriel Valley) has gone over and above to provide outstanding meetings with top-notch presenters for you.  My sincere “Thank You” to our hard-working board!


Finally, I want to tell you about our 2014 LIG Holiday Spectacular event!  This will be the premier event of the year, and it will be held at the beautiful Maya Hotel in Long Beach across from the Queen Mary.  The founding father of itSMF USA, Ken Wendle, will be our keynote speaker.  We will also host a Casino night with your LIG board members dealing Black Jack, spinning the Roulette Wheels, and raking dice on the Craps tables.  We have 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 a GREAT year!  Help us finish the year strong by attending a meeting in your area. 

All the best, Roc


Roc Paez

President, itSMF USA | GLA-LIG


Don’t Miss Our Upcoming itSMF LA Meetings in Q4!

October 24-25 – SoTec two-day conference at Hilton in Long Beach.

We will be featuring a special CSI Panel event on Saturday, Oct 25th, and 11 am.  Speakers will include Matt Haag, former itSMF LA LIG President; Randy Steinberg, ITSM thought leader and contributor to ITIL 2011 Edition; Donna Holt, itSMF LA past president, and IT process expert and industry consultant; and Ray Ybarra, an account executive with over 30 years of experience in IT service and support.  Our moderator will be Paul M. Dooley, current itSLF LA LIG Membership Chair, and IT consultant and trainer.

Registration is open now, so log in and reserve your ticket! It will be an event you will not want to miss!  Go to Link:  For conference agenda, keynotes, and sponsors, go to

November 13th – “Using your CSI Register as the VIP Ticket to the C-Suite”
Union Bank, Monterey Park, 6:00 – 9:00 pm

Speaker:  Robin Borough.  Robin is a seasoned executive with over 30 years of professional experience in Management, Training, Marketing, Sales, Recruiting and Project Facilitation.   As a corporate counselor Robin is well known for her ability to help companies,  including Verizon, Southern California Edison, Prudential Insurance, WellPoint, Countrywide Mortgage, Kinko’s,  Amgen, BMC Software and many others. 

Come hear Robin describe a highly flexible and practical prioritization approach that 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.

Registration is open now, so log in and reserve your ticket! It will be an event you will not want to miss!  Go to Link:

Register Attend Our Holiday Party/Casino Night – Dec. 6, 2014!

Registration is now open for our spectacular holiday event!  Log on, register, and make a note in your calendar now so you don’t miss our 2014 Holiday Party! 

screen 1Mark your calendar and register for our
Holiday Party Casino Night at the Hotel Maya in Long Beach, California.  Our speaker will be Ken Wendle, itSMF’s Founding Father, delivering an entertaining and enlightening message to all attendees.  Enjoy a fun-filled evening of games, prizes, and networking with your friends, and treat yourself to a fantastic dinner ($120 value!). 

Fee:  Only $60 Members; $75 Non-Members


Special Thanks to our Sponsors!





Register at:


New White Paper: “ITIL 2015 and Beyond: Six Trends Driving the Increased Importance of the Service Desk”

Get the new White Paper "ITIL 2015 and Beyond: Six Trends Driving the Increased Importance of the Service Desk", recently distributed by Global Knowledge, and authored by P.M. Dooley.  Learn why these six key trends are causing CIOs and support center manager to rethink about the way they deliver service and support to their customers:

  • The increasing emphasis on customer service

  • The need to measure and manger the “end-user experience”

  • The shift to cloud-based service provision

  • The increasing rate of deploying new and changes services

  • The growing demand for “omni-channel” support

  • The transition from desktop to mobile devices and “apps”


Are there any best practices that we can leverage to help us address these challenges?  Absolutely!  Learn about strategies for meeting and overcoming these challenges for your own IT services organization! 

To download this FREE White Paper, visit the White Papers section of the Global Knowledge web site:



SoTec 2014 Southland Technology Conference This Saturday!

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!

To Register, go to:

Plan to Attend Our “CSI Panel” at SoTec, 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


Why Join itSMF LA?

  • 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, Hotel Maya

  • 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”


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