I have been in Helsinki all this week, combining something rare for me - real work at a customer – with the itSMF Finland annual conference.
It’s always nice to be in Helsinki; maybe I’ve just been lucky – and maybe this is the best time of year – but it seems that every time I come here the weather is wonderful with clear skies, crisp clean air that you can feel making you healthier.
And in a world of ever increasing homogeneity, Finland has managed to retain enough of itself to still feel interestingly different – just foreign enough to feel like a little adventure.
Amongst the ongoing doom and gloom of slow and painful recovery from recession around the world, I hadn’t really noticed how much I missed success and optimism within an itSMF conference. itSMF Finland is doing very well – with a healthy bank account and a large and enthusiastic membership. Attendance at the conference is over 300 – and if that doesn’t sound too impressive straight off, let me put it in a little perspective. Finland has a population of around 5 million people; if the UK matched that (0.006% of population by the way) at their itSMF conference they would be hosting around 5000, and the US would need to find a venue that could accommodate nearly 19000. And pretty much all those delegates were domestic Finnish customers – no point in them targeting itSMF members in other countries since they the neighbours are also very successful. (itSMF Norway got similar attendance figures from a slightly smaller population at their conference in March). Plus of course when most of your programme is presented in Finnish you aren’t going to appeal too much to other nationalities.
As I said, Finland is very much its own place – the people are very friendly, and - both at conference and customer – they obviously care about being good hosts and delivering services that meet customer wants. As a nation they are usually very quiet and reserved but they open up considerably with the application of wine or beer – so while the conference sessions do not generate many questions the evening discussion is much more lively.
One of the fun things about most itSMF events is that the exhibition usually generates only limited direct sales opportunities – instead it is more a case of just being there is important because it keeps you in the customers’ minds. So that means you get the chance on the stand to talk to people around service management in general and exchange ideas. That – in turn – gives a good idea of the approach to service management in the country and we had lots of articulate and clearly customer motivated people stopping by and talking with us on the IBM stand – plus one or two competitors wanting to play golf on our Wii.
Actually, talking of our competitors, it was surprising that in such an enthusiastic marketplace – where service management has such a wide take up and is followed with such enthusiasm – so many of our usual co-exhibitors were not represented. Many of the industry big names seem to be less than interested in the Finnish market. I’m glad because it means there is even more chance I will get back to Helsinki soon – and that is always a treat.
Overall, I think the best lesson from Finland is that there is so much to learn locally – and I suspect that applies all over the world. Go get active in your local itSMF event – whether that is a Local Interest Group or regional meeting in a larger country or – like the Finns – the national event in a smaller (but perfectly formed) country