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itSMF LA Q1 15 eNewsletter
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  itSMF Los Angeles 

     Quarterly NewsFlash



Jan 26, 2015 - Q1 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
Like us on Facebook:

What's it it for you?  Meet the itSMF 2015 Los Angeles Business Plan! 

We listened to you this past year, and as a result, your board has come up with some exciting elements to add to our 2015 business plan: 

  • For those of you that need to maintain continuing education credits, we will be providing PDU credits for attending LIG meetings.  See details below!
  • Complimentary ITIL Certification Training for Los Angeles LIG Members!  We plan to offer our members a choice of three courses this coming year:  ITIL Foundation; ITIL Intermediate Service Operation; and a 1 day ITSM Simulation Workshop.  Details below.
  • We received feedback from you that you wanted more interaction in meetings, and so we are adding a "Roundtable Discussion" at the end of every meeting.
  • More presentations from customers, and fewer from vendors - so you can hear real-world examples of how other companies or organizations have implemented ITSM!
  • We plan to hold several meetings with partner organizations- HDI, PMI, AITP, to name a few. We feel this will liven the discussions, and the overall learning experience!
  • We will also be participating in SoTEC again this year!

Earn PDU Credits for Attending itSMF Los Angeles Meetings!

ItSMF USA Members will earn Professional Development Unit (PDU) continuing education credits when they attend an itSMF Los Angles LIG Meeting.  To claim your PDU credit, report your attendance at one of our sessions under “Category B – Continuing Education”.


Pickup up a “certificate of attendance“ before you leave our meeting, along with any handouts from the presentation delivered at the meeting.  When reporting, supply:

  • Date and title of itSMF LA LIG even
  • Hours spent attending the meeting (typically 2)
  • Number of PDUs being claimed:  2

Complimentary ITIL Certification Training for LA LIG Members Only!


We will be delivering complimentary ITIL Training this year for itSMF Los Angeles Voting Members!  If you are not a member of itSMF USA, and the Los Angeles LIG, you need to join NOW to take advantage of this great benefit to LA LIG Members.  To learn more and join, go to


ITIL Classes to be offered to itSMF LA LIG Voting Members will include:

  • ITIL “Formula One” Race Car Simulation – learn the real mechanics of ITIL in a 1 day ITIL best-practices simulation, using a Formula One scenario – to be held March 21, 2015
  • ITIL Foundation course – “basic training” in the ITIL framework of best-practices, to be given on Jun 6, and June 20, 2015, at the HP Cerritos office.
  • ITIL Service Operation course  – an Intermediate course, to be held later in the year (dates to be announced)

These courses, and the Simulation, are a tremendous value for Members.  Seats are limited to 20 for the upcoming ITIL Simulation, so if you are interested in registering, and are an itSMF LA LIG Member, send mail to


Plan to Attend Our Upcoming Meetings in Q1!

Topic:  “County of Los Angeles, Internal Services Department 

– IT Transformational Journey”


Date:  Feb. 26th – Los Angeles

Time:  6:00 – 8:30 pm

Location:  HP office, 12610 Park Plaza Drive, Cerritos, CA 90703 

Cost: $20.00 non-members /Members are free
Dinner: Provided by our sponsor.
Parking: Free
Attire: Business Casual
For info contact: John Ambris email: mobile: 626.437.5259
Note: When you arrive at the building, go to the main entrance and someone will escort you to the meeting room.
Registration: Please visit the events section of our web site to register

Sponsor:  Cherwell Software


Join us for a brief project overview and panel discussion regarding the itSMF project of the year 2014, hear lessons learned and receive an up-to-minute project update.

The project was established to help transform the Internal Services Department’s (ISD) Informational Technology Service (ITS) to a more service aligned organization that delivers IT services to the nearly 40 Los Angeles County departments. This project and ongoing service management activities endeavor to address technical silos, reverse undesirable trends, chart a future state and improve the customer perception of the organization’s IT service delivery value.

This project leveraged service management processes and tools to build a more effective delivery system that addressed culture, control processes, new service management technologies, service catalog, reporting, governance and new organizational roles. Requirements and assessment findings were used to help reinforce IT Service Management elements needed to set the foundation to improve service delivery and to work toward achievement of ISO/IEC 20000.


About Our Sponsor:  Cherwell Service Management® (CSM) delivers IT service management (ITSM), business and workforce enablement. The CSM platform, featuring codeless configuration and 11 PINKVerify® ITIL®-certified processes, empowers IT departments to provide amazing service and even go beyond ITSM. -


See more at:


Topic:  “Project Management and ITIL”

Date:  March 19th – San Gabriel

Time:  5:30 – 9:00 pm

Location:  Union Bank

Speaker:  Jim Thomas, Area VP, itSMF Los Angeles

Plan to attend this thought provoking session on how Project Management and ITIL can work effectively together – throughout all stages of the service life-cycle – from strategy, to design, to transition and operation, and into CSI.  Project management is how ITIL “gets things done” – through design projects in the design stage, transition projects during service transition, and even improvement projects to the infrastructure during service operation.


Learn how these two major best-practices – Project Management and ITIL – nicely complement one another, and ought to be used together to achieve optimal results!

Topic:  Los Angeles ITSM/ITIL “Formula One” Simulation!

Date:  March 21  – Cerritos, California

Time:  9:00 AM - 5:00 PM

Location:  HO Offices, 12610 Park Plaza, Cerritos, CA  90703

Speaker:  Roc Paez, HP Consultant and Instructor, itSMF Los Angeles President

We are offering this special one day simulation for itSMF Los Angeles Voting Members.  If you are not a member, you need to be!  Join us and benefit from not only this engaging and informative simulation – enjoy the many other benefits to itSMF Members as well!  The High Performance ITSM simulation is the latest ingredient in HP education services ITSM curriculum. This one-day simulation gives participants a practical overview of ITSM and all its key components, and allows them to experience firsthand how their application of ITIL processes will dramatically improve IT and business performance.

If you like the excitement of competition and the thrill of open-wheel racing, you’ll love the High Performance ITSM simulation. Here’s how it works: The simulation is based on an IT infrastructure that supports an actual business — a high-performance international racing team. Each participant plays a role on a virtual team that competes in five races over the course of the simulation. Each team needs to improve its performance in order to compete for and win the racing championship, and ITSM is the key to achieving it. 

As participants learn about ITIL tools and processes, they provide performance-enhancing applications and processes for their team. Participants diagnose issues and faults within their simulated IT environment, set priorities, and employ ITIL processes to solve the problems. As a result, their race performance improves. Each team’s racing success depends on how well ITIL processes are employed to enhance performance, so there’s a direct relationship between learning and the team’s race results. For more information, please visit  

Note:  Seats are limited to 20 for the upcoming ITIL Simulation, so if you are interested in registering, and are an itSMF LA LIG Member, go NOW to our web site at:  Questions? Send mail to

Save the Date! CA Virtual Conference on ITSM Trends - March 12th

Mark your calendars and plan to login to attend the CA Technologies' Thought Leadership ITSM Virtual Conference – March 12th, 2015.  This one day virtual conference will feature presentations, discussions, and Q&A sessions with speakers:

  • Amy Demartine – Forrester Research
  • Greg Tedder – former itSMF Preseident, now independent consultant and HDI Instructor, representing HDI
  • Paul M. Dooley – representing itSMF USA (also Communications Char, itSMF Los Angeles!)
  • George Spaulding – VP, Pink Elephant
  • Dennis Drogseth
  • IT Skeptic – Rob England

Stay tuned for more information on how to register!

A Message from the President's Desk

Your itSMF Los Angeles LIG board has generated an incredible amount of positive momentum and interest during the past year, making the upcoming 2015 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:   

Exciting new plans for Members in 2015!

PDUs for attending meetings
Special ITIL Training – for members only!
Roundtable discussions at conclusion of meetings
More customer presentations and success stories!
We are partnering with HDI, PMI, AITP and others in some future meetings

Q1 Meetings Planned!

Jan 22 – San Gabriel Valley
Feb 26 - Los Angeles
Mar 19 – San Gabriel Valley
Mar 21 – Los Angeles ITSSM/ITIL Simulation

The LA LIG board is partnering again with the Southland Technology Conference (SoTec) and will participate in the largest, most attended, IT conference in southern California in 2015.  Last year several hundred people attended SoTeC, including IT Service Management professionals, IT project managers, IT-Business analysis and Quality Assurance professionals.  We plan to participate in a big way!

Like us on Facebook!  For the first time in our history, the LA LIG has a Facebook page, an improved Linked-In 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.

As you can see, great stuff is happening within the Los Angeles LIG this coming 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!


Roc Paez

President - itSMF USA | GLA-LIG

Recap of our December Holiday Event!

We had a great time at the Holiday Event in December.  Around 50 some members of itSMF Los Angeles gathered at the fabulous Maya Hotel in Long Beach for an awesome time of presentations, awards, fine dining, and casino gaming!


Roc gave a presentation on our accomplishments for last year, which were quite astounding.  We won LIG OF THE YEAR for all of itSMF USA!


We also presented Donna Holt an award as Member of the Year (congrats Donna!).  The County of Los Angeles was also recognized as winner of Project of the Year for their outstanding implementation of ITSM best-practices.


Ken Wendle, one of the “founding fathers” of itSMF, gave a very informative presentation on the “anatomy” of a process, which was well received by all. 


An outstanding full course meal was served to all of our members and their guests, and the weather was just amazing.  If you didn’t make the event, then what can I say?  Book yourself way in advance for this year’s Holiday event!


The night was rounded out by a fun time of gaming, where we had a number of tables set up outside the hotel, and professional dealers in attendance.


Just a really fun time.  Hop to see you all in December 2015 at the next Holiday event!



Plan Now to Attend Fusion 2015!

Mark your calendars and plan to attend Fusion 2015 in New Orleans.  An email inviting people to speak will be going out in a week or two.  Watch for it and plan to speak, or at least attend!


Announcing Our Board Members for 2015

President - Roc Paez, HP -

President Elect – Stephanie Telander

Area VP Orange County - James "Jim" D. Thomas, UHG -

Area VP Los Angeles - John Ambris -

Area VP San Gabriel Valley - Ray Ybarra, -

Area VP Conejo Valley - Carolyn Trocino -

Area VP San Fernando Valley – Irma Shirvanian –

VP Vendor Relations - Jim Flores, MiTECH -

Secretary - Shelly Wright -

Member-at-Large - Dave Howard, MiTECH -

Membership Chair – Barbara Rotondo -

Communication Chair - Paul M. Dooley –

Past President - Donna Holt -  

Consider Applying for a prISM Certification to Boost Your Career!

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,