Last week the IBM attended the UKI itSM Forum and what a
great event it was! Some really thought provoking and motivating sessions, as
well as some truly interesting conversations with our clients and
Below are a few of the highlights from the sessions attended
- would be great to hear anyone else’s thoughts on what their key take-home
messages were from the event.
Session 1 – Introduction by Barry Coreless – Chairman of the
Barry talked about how he sees the future of ITSM – the
growing automated and ever more complex tool sets, and an ever increasing
bewildering array of devices. The main
take home message for me was that he believed that organisations that linked
best practices and industry disciplines are the ones that will truly succeed.
Session 2 – Keynote from Baroness Tanni Grey Thompson DBE
A fantastic motivational speech from Tanni – including memorial
statements like “if you are going to spend time thinking... then think BIG!” She spoke about why it is important to think
about how you can be the best you can be and how individual success if not
always about the individuals themselves, but about the team they have around
them. Tough times call for tough
choices, she continued, and it is how you deal with these, improve and move on
that is what will make you successful.
Session 3 – our own Ivor Macfarlane – Can IT people be
Ivor was introduced as a man whose middle name was “ITIL”
and clearly his reputation preceded him, as we had a full house with over 60 of
the 300 delegates in the room. Ivor spoke
about how Service Managers generally have a low profile, and are orientated to
achieving another person’s hopes and desires.
He carried on the debate by saying that the best attribute a Service
Manager can have is to be invisible! Continuing
that if management don’t empower you as a Service Manager then your stuffed! A final take key message was then given, “Go
to the board – change the change process!”
Session 4 – An interactive panel session hosted by Don Page
Some really interesting stats came up in this session to the
questions asked to the delegate audience my favourite 3 below:
1. 1. Cloud Computing is here to stay – what effect
will it have on ITSM?
Major – 43%, A
bit – 36%, A little – 17%, No Opinion – 4%
2. 2. Your business now understands and is taking
seriously the importance of ITSM as an essential business enabler?
Very Seriously – 12%, Lip Service
– 42%, We don’t talk to them and they don’t take us seriously -20%, Don’t Know–
9%, Don’t Care – 17%
3. 3. Should organisations encourage Social Media to
facilitate communication between IT and end users?
Actively encourage and support –
45%, Natural Course – 37%, No -13%, Don’t Know – 2%, No Opinion – 4%
Session 5 – Stephan Mann – Forrester Research - “Anyone
questioning your value?”
One of my favourite sessions from the event, very
interesting to hear an analysts point of view. He started by stating that
Service Managers can’t deal with the value because we don’t understand the
cost, there is little transparency IT costs and the value it brings. He continued saying that costs are
continually being cut, whilst the demand for IT continues to grow. He told
delegates to take an honest look at their ITSM capabilities and short comings,
in context of what business needs, then link IT services to business
outcomes. Final message for me was “Cost
is important but value is more important... if we could demonstrate the value
they would be encouraging us to spend more”.
Session 6 – Martin Neville – Flattening the Curve
In the last session of the day, Martin discussed what companies
should be looking for from their tool providers, and that the best tool providers
are proactive not reactive. He set out ground rules for both sides – be honest
from the start, early efforts pay interest in the long term, perception is reality – stats do not lie, the
time to innovate is at the start – not when things are looking desperate, short term contractual wrangling will damage
the relationship long term and most importantly KEEP talking!
Session 1- Nigel Mear –Solid Air Consulting - Answers on a postcode
Nigel spoke about how vision is our most valuable asset and leadership
is an act, rather than a position. We
need to show up and engage! It needs to be a progressive improvement, baby
steps are ok, and it needs to be realistic, achievable and practical – don’t
aim for perfection, do something practical.
His take home message for me really was for success, we have to
acknowledge the reality of uncertainty.
Session 2 – Christian F Nissen – CRN People, Denmark –
Acquisition and Implementation of ITSM Tools
Another really interesting session, starting with the
question should organisations use a SM suite of tools from one vendor, or best
of breed tools from various vendors and attempt to integrate them. The answer is not as simple as it seems! He
emphasised the importance of running a Proof of Concept before ever fully
implementing a new tool. Organisations
need to ask themselves, is this vendor that is sleeping or evolving and
Session 3 – Dennis Shields - The 2010 Machine
My final session of the day, Dennis opened the session by
explaining people like direction, but believe their managers are out of touch. Bad
management however means the unit will not function properly. People need to be
given clear and fair directives, otherwise efficiency plummets and costs
escalates, we need to take a long term perspective if the company and its
infrastructure is going to be successful.
In summary, fantastic event, and can’t wait till next year!