Heat Software Event 2015 Review

Heat Software hosted their annual Heat event in London this week. The event is especially for users of the software, giving them access to subject matter experts, industry partners & consultants and a “preview of forthcoming attractions” for exciting new toolset functionality.

The event was held at the Crystal building in central London and was completely packed out. Not even a DLR strike could dampen the enthusiasm for Heat users with most people attending the day by cable car – which yes was exactly as glamorous & James Bond like as it sounds!

The Conference

Roberto Casetta, Snr. Vice President International kicked off the proceedings by welcoming everyone to the event and setting out the agenda for the day. He then welcomed the first speaker, Jonathan Temple.

Software Update, Vision & Strategy – Jonathan Temple, President & CEO Heat Software

Jonathan introduced his session by sharing Heat’s vision – telling us all to “pay attention, there’ll be a test later.” Heat’s vision is “to deliver superior business performance through the relentless improvement of security & service quality”.

Jonathan continued by talking about the challenges that CIOs are now facing: “nowadays the CIO is not just tasked with improving service quality across IT but improving it across the entire enterprise.” Jonathan also said that in this day and age, it’s simply not good enough to keep buying ITSM toolsets stating “ we need an IT operations management mini suite”. Jonathan explained that the mini suite should contain ITSM functionality, asset (both hardware & software) functionality, customisable management dashboards and discovery tools.

The next part of Jonathan’s presentation focused on the future of Heat. He gave an overview of the Absolute acquisition which will strengthen Heat’s mobility offerings and gave examples of how Heat could be used in non IT situations like tracking facilities issues or managing HR queries.

The final part of Jonathan’s session summarised what Heat users could expect from the product in the near future; the new Heat online community which will be much more user friendly to “allow for global social collaboration” and a sparkly new App store to make it easier to download software components & updates.

Product Strategy & Roadmap – Udo Waibel, Chief Product Officer, Heat Software

Udo followed Jonathan’s session and opened by talking about the overriding product design principles for Heat and how they are underpinned by their customer for life ethos.

Udo explained that Heat set out to provide software that “focused on end user performance, fit for purpose & easy to install, configure, maintain & upgrade”.  Udo continued by saying “we must simplify the complex, password re-sets should not require human intervention”. After working for a company in a previous life where password resets required multiple calls to the Service Desk, an e-mail from your manager and endless faffing around trying to prove your identity, I couldn’t agree more. To be fair, after seeing my colleague’s experience, I never forgot my password but still, a fantastic example of what not to do and I agree with Udo’s stance on password resets whole heartedly.

Udo explained the complexity of the recent release cycle for Heat stating “each Release had over 25,000 line items or lots of stuff” and talked about the plan to work with Pink Elephant UK to increase the Pink Verified number of ITIL process to 13.

From Chaos to Consolidation with HEAT Service Management – John Ireland, Director of Customer Services, University of Oxford IT Services

Next up we had John Ireland from Oxford University. John opened by explaining the complexity of his live environment: “35,000 users on site, 100 autonomous IT teams & 140,000 central IT calls”. Certainly not a job for the faint hearted. John wanted to streamline IT by consolidating the Service Desk and brought in the expertise from both Heat & Pink Elephant.

John explained the key thing he learned about the project was not about processes or technology but by driving business change. “We mitigated the pain by giving people large quantities of cake!” Brilliant plan John!

John continued by saying that by really paying attention to the people, they were able to complete the project with a grand total of zero end user complaints! That’s awesome John and also probably some sort of record!

John finished up his session by sharing 2 final top tips:

  1. Stop techies rejecting your tasks by giving them cake
  2. You can’t make an Incident a P1 just because you like the user

Wise words indeed John.

Raise your shields, the enterprise is under attack! Graham Cluley, Security Analyst

@gcluley concluded the morning’s fun by introducing his fab session on security. Graham started by explaining how easy it is to build trust even when it might not be genuine or deserved:

Graham talked about the need to be vigilant using the example of the attempted theft of the crown jewels in 1671 by Thomas Blood.

Graham explained just how easy it is to be taken in my cyber criminals; it’s not just about looking out for suspicious attachments or links, e-mail headers can be faked or legitimate websites can be hacked meaning that simply clicking a link can put your entire organisation at risk. The ramifications can be huge, people can lose their jobs (Graham used the Target example in the US to explain this) not to mention the threat to personal and corporate data.

In recent times, the Talk Talk attack resulted in 1.2 million email addresses, names and phone numbers and 21,000 unique bank account numbers and sort codes being accessed and the Dow Jones dropped 130 points after the Associated Press news agency’s @AP Twitter account was hacked posting a fake story about an attack on Barack Obama. Scary stuff indeed.

Graham concluded his session by talking about the need to be security aware.

The Story Behind The Crystal – Pete Daw, Cities Urban Developer Siemens Plc

Straight after lunch we had an overview of the Crystal landmark and how groundbreaking it is in terms of sustainability:

At this point, the day split into 3 tracks, Service Management, Endpoint Management & IT Security and Service Automation.

Track 1: What’s New in HEAT Service Management? – Christopher Powell, Senior Engineer, Heat Software

Chris used his session to give us a quick run through of some exciting new functionality. First up was the news that quick actions have been expanded to include Export to Excel, Run from Workflow and Insert Object functionality.

Chris then took the audience through the updated master Major Incident module showcasing the quicker linkage and closure options and also talked about the new discovery functionality meaning that you can now return CI info straight into your CMDB from registry keys.

Chris concluded with the exciting news that links to external systems and tools from Microsoft to other ITSM tools would be supported. It’s great to see a software vendor recognise that other tools & solutions exist and taking positive action to enable linkage between multiple services enabling them to talk to each other. Nicely done Chris!

Track 1: Service Catalog: The Service Enabler – Peter Coote, Solutions Manager, Heat Software

The final session we attended was a whistle stop tour by Peter Coote on Service Catalogues, Knowledge Management and Voice automation.

Peter ran through the Service Catalogue Management functionality in Heat, taking us on the journey from Service Offering, to Service Request via the Service Catalogue explaining that a Service Catalogue is “a list of everything you need”.

Next up was the Knowledge Management module. Peter explained that it had been revamped to be driven by the side bar making navigation across multiple devices for example from phone to iPad to laptop much easier. Peter also gave us his take on the difference between FAQs and Knowledge Management “FAQs are small, simple pieces of information that you can probably get from Google. Knowledge is usually much more specific & detailed with attachments & supporting information”. Good rule of thumb Peter but this is my favourite definition:

Screen Shot 2015-11-06 at 09.50.08

 

The final minutes of Peter’s session were spent explaining the Voice functionality included in the software. Incidents can be raised directly from end users calls using automation making the Service Desk analyst’s life a hell of a lot easier. Speaking as an ex techie (a long time ago in a galaxy far, far away when it was still called the Helpdesk) anything that makes it easier for the Service Desk to log Incidents rocks.

A Really Useful Event

For my money, this was a really useful event. It’s always nice to see the big software companies give something back and the day was a really good mix of brand, customer and partner presentations & end user experiences. The customers I spoke to were all really engaged and a great day was had by all. Thank you to Heat Software for inviting us along and we hope to be back next year.

Transforming User Experience Seminar – Why Attend? [Video]

Want to know more about Transforming User Experience? Barclay Rae explains why you should attend our seminar on 6th March at the BCS in London.

Event Summary

Alternatively for more information click here

Event Listing: Transforming User Experience

ITAM_ITSM_LOGOS_FINALFollowing the success of our recent IT Asset Management events program we are very pleased to announce our very own series of events here at The ITSM Review, beginning with ‘Transforming User Experience – Enterprise Service Management and Self Service’ Seminar at the BCS in central London.

In a nutshell: The Transforming User Experience – Enterprise Service Management and Self Service expert led seminar will highlight how the use of self service and automation can help IT departments to focus on key business priorities.

Helping Customer Help Themselves

Do you want to ensure your team or department is viewed as a valued provider and business enabler? This event focuses on how tools and techniques used in IT can be utilised across organisations and enterprises to build real collaboration, improve efficiency and quality of work.

This free* seminar, led by ITSM authority Barclay Rae, will provide practitioners with access to key knowledge and practical guidance on ITSM, networking/interaction and the opportunity to discuss issues with industry peers, together with access to recent ITSM Review Group Test content on Enterprise Service Management/Outside IT and Self Service.

This is an extraordinary opportunity to explore the current challenges of 2-speed ITSM together with practical examples of how to re-invent the IT department using self-service, automation, Enterprise Service Management and positive transformation from with one of ITSM’s leading professionals.

*Free to attend, however cancellations charges apply.

Event Summary

  • Who: The ITSM Review
  • What: Transforming User Experience – Enterprise Service Management and Self Service
  • When:  6th March 2015
  • Where: BCS Offices, The Strand / Covent Garden, Central London
  • Cost: Free
  • How: Click here to book

 

Speaker Profile

SITS ITSM Contributor of the Year 2014 - Barclay Rae
SITS ITSM Contributor of the Year 2014 – Barclay Rae

SITS ITSM Contributor of the Year 2014, Barclay Rae is an experienced consultant, mentor and business manager. With over 25 years working in the industry & upwards of 500 ITSM projects under his belt, you can be sure that his latest seminar will be packed full of practical & proven tips & tricks.

His work as a consultant, mentor and ITSM analyst have put him in high demand at industry conferences globally with appearances at SITS, itSMF, Pink Elephant, Fusion, BCS etc & we are thrilled to have him leading this seminar.

Transforming User Experience – Enterprise Service Management & Self Service will draw from Barclay’s wealth of experience & recent market research, along with practical examples, to help delegates use strategic direction and recognise end-user opportunities to improve their ITSM.

Agenda

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Speakers & Sessions

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Sponsors

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Event Review, itSMF India Annual Conference, Bangalore

itSMF India held their 2nd annual conference at the Vivanta Hotel in Bangalore on the 5th November. My quick video review is below.

Some thought provoking presentations, interactive panel sessions and great simulation exercise to finish the day. Congratulations to Suresh GP and the itSMF India team for an excellent conference and thanks for inviting us.

Unashamed commercial plug: Suresh GP (Our courteous host in India and all round good egg) has left the HP ITSM team to venture out in the world of independent consulting.

Quick Video Review

Social

Gallery

Suresh GP leading an expert panel of Indian ITSM leaders
Suresh GP leading an expert panel of Indian ITSM leaders
Full house of 140 delegates
Full house of 140 delegates
Worldwide ITSM experts discuss demonstrating value
Worldwide ITSM experts discuss demonstrating value
Kaimar Karu from Axelos provided an interesting and modern view of ITSM best practices
Kaimar Karu from Axelos provided an interesting and modern view of ITSM best practices
Srinivasan Thiagarajan from Cognizant provided an interesting perspective on modelling for business outcomes.
Srinivasan Thiagarajan from Cognizant provided an interesting perspective on modelling for business outcomes.
Arvind Parthiban from ManageEngine provided some practical approaches to Change Management in the real world.
Arvind Parthiban from ManageEngine provided some practical approaches to Change Management in the real world.
James Finister from TCS evangelising about the value of culture in outsource relationships and growing importance and development of SIAM.
James Finister from TCS evangelising about the value of culture in outsource relationships and growing importance and development of SIAM.
Parvinder Singh from Quint led an excellent management simulation
Parvinder Singh from Quint led an excellent management simulation

Visit http://itsmfindia.in/ for updates on future events.

"IT needs to stop waiting for the sky to fall in" – Ian Aitchison (Video)


This interview was filmed at the Pink Elephant Conference and features Ian Aitchison, ITSM Product Director at LANDESK discussing the current challenges faced in IT service management, along with the need for IT to stop always focusing on the negatives.

In Summary

In addition, Ian also talks about:

  • Shadow IT
  • IT needing to better engage with the business
  • The ITSM community
  • How LANDESK interacts with its customers

Please note that owing to this interview being filmed live at the Pink Elephant event, there may be some minor volume issues and background noises throughout this video.


About LANDESK

LANDESK Software is an industry-leading provider of solutions that span five key IT management disciplines: systems lifecycle management, endpoint security, IT service management, asset management, and mobility management—all unified in a consistent, user-oriented experience. Visit www.landesk.com for for more information.

About Pink Elephant

A global company with a proud and pioneering 30 year history – the world’s #1 supplier of IT Service Management and ITIL® education, conferences and consulting.Visit www.pinkelephant.com for more information about the company, services and products. This video was filmed at the 2014 Pink Elephant Conference. The 19th Annual Pink Elephant International IT Service Management Conference and Exhibition will take place at the Bellagio Hotel in Las Vegas, February 15-18 2015. Registration is now open.

Orange, green, blue, purple – what colour is ITSM?

photo (2)PINK. The answer is still PINK.

PINK14 seem a long time ago now, and I have to confess that I am already secretly (although I guess it’s not a secret when I publish it in an article right?) planning my trip for PINK15.

There has already been a stream of blogs from people providing their thoughts on the conference:

So I guess I’m a little late to the ‘event review party’ (sheesh my legs are still tired from the theme park that was Vegas) but better late than never. So here goes my review.

My favourite sessions

The calibre of the sessions varied depending on the topic and the speaker, but two sessions in particular stood out for me:

  • Slow IT: Meet in the Middle (MITM) – Rob England
  • How to Create & Manage a Successful Service Catalog – Jack Probst

What I loved most about these two sessions was the audience. No offence to either presenter but there were times when I wasn’t giving them 100% of my attention, because I was too busy watching and listening to the delegates in the room.

Rob England

Rob discussed the need to slow down the pace of business demands on IT to focus better on what matters, and to reduce the risk to what already exists (you can view Rob’s presentation as part of TFT here). His session was laden with common sense, and his message clearly resonated with the audience.

There were lots of nodding heads and signs of agreements. There were ‘oohs and ahh’s’ every 5 minutes (to the point that if any one entered the session late they probably wondered what the heck was going on). There were cries from the audience of ‘how?’ and ‘yes!’ It was very entertaining and enlightening to watch, and I think it’s fair to say that Rob had a few new groupies by the time his presentation was over.

Jack Probst

Then there was Jack’s session on service catalog (let’s not have the argument about the spelling). And before I attended the conference a few people had recommended to me “if you only see one session make sure it’s one of Jack’s”, and I’m pleased to say that this will probably be the same advice I give to any new timers next year.

Jack is a very enthusiastic and passionate presenter. I confess that when I entered the room I thought I understood service catalog and when I left I wasn’t so convinced (it was a tad high level for little ol’ me), but nevertheless I thoroughly enjoyed it. There was question after question literally every five minutes from the audience (ok so maybe it wasn’t just me who found it high level) and once again the audience was very engaged. By the way if anyone saw my tweet about ITSM Review and service catalog, it was from this session.

What I loved most about this particular presentation though was not the actual session or topic, it was what happened after. I wanted to introduce myself to Jack given that the previous week he had written an article for us, and I had to wait a considerable amount of time to be able to do so. There was a very long line of people with questions.  All too often I see similar scenarios at events, and all too often I see very short responses given as answers, or occasionally no answers at all, but not with Jack. He gave clear answers and took contact details to provide even further information after the conference.

It’s interesting because many people raised the question of whether the PINK conference provided enough value to warrant the hefty conference price tag. My thoughts? If all the delegates did was attend these two sessions, then I would say they certainly got their money’s worth.

All the other sessions

A lot of people raised the suggestion that next year there should be less tracks and that presentations should be shorter, which I think is a fair comment.  There were many occasions when it felt a bit like Sophie’s Choice deciding which presentation to go to, not least when I had to make a decision between James Finister and Karen Ferris. James won solely on the fact that it was less distance for me to walk (the Bellagio is HUGE and I only have little legs … although not as little as Gobby Midget).

The keynotes on day one were incredible, and I think that PINK has quite a challenge on its hands finding anyone to match them next year. The keynotes on day two were sadly not as impressive, and along with many women I found the session by Josh Klein particularly poor. It was stereotypical and offensive. I appreciate that all of said stereotypical/offensive comments that he made were meant in good humour, but this is 2014 and jokes about women knowing nothing about tech and only being interested in shoes are not acceptable. There again I’d question whether there was ever actually a time when they were acceptable (although I wasn’t alive in the 1970s).

Anyway, enough of my thoughts for a second, let’s hear from a practitioner:

Currently our main aim at South African Reserve Bank is to be more service focused as well as looking at managing change and so my aim coming to PINK14 was to go to these types of sessions.

I was especially looking forward to Expanding ITSM Beyond IT: Providing Real Value to the Business by Joshua Smith – IT Service Management Team Lead at Mohawk Industries and I think I have taken away some useful points from the session.

We are currently moving to a new Service Desk tool provider and so I am looking forward to visiting the stand and getting to know the people there.

My favourite keynote has definitely been Caroline Casey, she was fantastic and very inspirational [unlike the keynote of Joshua Klein which I walked out of].

On the whole I would say that I have not had the “WOW that’s amazing I will definitely take this back with me” moment I was hoping for but I still think that the conference has been worthwhile.

– Siphiwe Mkwanazi – Head: Service Management Centre, South African Reserve Bank

Final thoughts

The theme was superheroes and I was suitably impressed with how PINK managed to ensure that the theme was present throughout the conference. The dressing up as superheroes and dancing through the ballroom wasn’t really my cup of tea, but that was simply a mismatch between American and British humour. It certainly drew plenty of laughs from the audience.

I won’t mention too much about the awards as you’ll be able to read articles from the winners here at ITSM Review over the coming weeks. However, what I will say is that at itSMF UK many of us complained that the award ceremony was too long and ‘went on a bit’, and yet at PINK we were complaining that the awards were a bit of a letdown (in terms of presentation not the actual winners) and too short. Safe to say that we (the ITSM critics) always have something to moan about and we’ll probably never be happy.

Finally, before I leave you with some photos of the exhibitors along with their views on the conference, there is one piece of feedback that I personally want to give to PINK for the 2015 conference. What I have to say is this:

 

“MORE GEORGE!!!!”

 

Seriously, the man is an absolute breath of fresh air and there was a never a dull moment when he was on stage. Pretty please work even more George Spalding into the agenda for 2015.

The exhibitors

I really shouldn’t miss out the vendors, given that without them PINK wouldn’t be able to run their conference. I personally felt that there was a nice atmosphere in the exhibition hall at this particular event. I’m not sure whether it was layout, the attendees or the fact that the vendors just generally seemed to be a lot more laid back and friendlier than I’ve seen them at other events – whatever the reason it was nice.

I particularly enjoyed assessing each vendors marketing efforts. From “spot me in a t-shirt” competitions to barbeque giveaways (yes you did read that correctly) there was certainly something for everyone. Anyone who knows me will know I get annoyed by vendors on booths very easily, but bar one minor incident that involved a finger (don’t ask) I never had a reason to complain!

Although talking of annoying, seriously, it’s time to stop tweeting about your PINK booth now people!

Before I finish up, here are some photos of a few* exhibitors looking all ‘dapper’ on their booths:

BMC Software
BMC Software
CA Technologies
CA Technologies
Cherwell
Cherwell Software
EasyVista
EasyVista
LANDESK
LANDESK
ManageEngine
ManageEngine
Navvia
Navvia
ServiceNow
ServiceNow
SysAid
SysAid
TeamQuest
TeamQuest

*Please note that no favouritism was involved in selecting which exhibitors to display here. I simply used all of the the professionals photographs provided to us by PINK.

The final finally

I just want to take this opportunity to thank Pink Elephant on behalf of everyone at ITSM Review for having us involved as media partner this year. We thoroughly enjoyed the conference and all of the amazing networking opportunities that the event presented us with.

So who else is going to PINK15?

Strategy, IT value & buzzwords – is there an elephant in the room?

photo
Meeting Sophie Danby from ITSM Review

This was my first time attending the Pink Elephant conference and I must say, I was very impressed. I had heard that Pink is the “must-attend” service management conference and I’m pleased to say that Pink did not disappoint. The Pink staff, the sessions, and the people all are top notch, even the food was great. To post every highlight would simply be impossible but here are the “standout” items (at least in my mind)

Keynotes

There were multiple keynotes across the conference, but there were two in particular that really stood out for me.

Commander Chris Hadfield – Commander Hadfield fulfilled my boyhood dream; become an astronaut. What stood out to me in his presentation was the human that he is. Simply the person that he is was what was inspiring about his session. His recollections of the moment he looked out of the windows of the International Space Station at the beautiful thin slice of world we inhabit. The recollection of struggling to understand a Russian-speaking colleague. His memory of helping lead thousands of school children in a song (he truly capitalized on the opportunity of the song lyric “I’d like to teach the world to sing, in perfect harmony…”.). There isn’t any doubt that Commander Hadfield is an incredible man.

My takeaway – Practice Failure. His stories of how he and the ISS team dealt with emergencies all lead back to the practice of situations that might. Success is an important trait for many of us, but are we successful because we practice success or because we practice failure?

Caroline Casey – There are those moments when you see some step onto a stage and you just know they are genuine. And then there is Caroline Casey. This woman’s story is incredible, moving, and tugs at your heart. Her outer beauty is truly diminished by her inner beauty.

My takeawayA disability is in the eye of the beholder. We all have our disabilities. How are you working to make yours an ability?

Takeaways from the conference

There were many, but here is my top seven:

  • Over the next year, IT will be squeezed like never before. IT teams will need to make tough decisions on the services they offer and how to collaborate with other/external providers. Demonstrating value to the business will be more critical. The ability to act with agility will become a greater differentiator.
  • Strategy still matters. In my discussions with many of the attendees, strategy seemed to be the sticking point in adoption plans. Many of those I interacted with are looking back at their strategic development of services to ensure the business is able to see the value their IT team provides.
  • Discussions around buzzwords seem to be diminishing. While CMDB and BYOD were topics on the session agenda, they were not mentioned as frequently as words like leadership, management and value.
  • The business will be looking to IT to prove value
  • Culture is the next great differentiator
  • IT generally does not understand how to work/use governance. The business is depending on IT to fit into existing governance models OR to advise on changes. Does IT have skills in this area?
  • There is and will continue to be a multitude of framework/methodology options. There is not a “cookbook” for service management. Be like an “Iron Chef” – make something dazzling with your secret ingredient – IT needs to become a “melting pot” – input/ideas from areas mixed into a delightful concoction that will please the palette of the business

Networking

I had the good fortune to meet many of the people I interact with on Twitter for the first time at Pink14. There are too many to mention here and I would most likely forget someone, but please allow me to say:

  1. It was an honour to meet you
  2. Thanks for the time you spent discussing service management with me and for those who were out with me at all hours
  3. The pictures aren’t getting posted anywhere!

It truly was a great gathering and I look forward to seeing everyone again soon!

Pink14 Preview: 2-Speed ITSM – 2-Speed conferences?

retro
“I often go from some futuristic and visionary discussions at conferences, to a ‘retro’ experience of 80s and 90s computing in some client organisations”

I am heading to the US this week to visit Las Vegas for the Pink Elephant Conference and Exhibition – going via San Francisco to present at an “ITSM Meetup” event, but the main event will be the annual Pink-fest in Vegas.

I will be interviewing a number of key ITSM industry people at the event for ITSM Review, so look out for that content in the very near future. As ever I will try to a cross section a number of views on the issues and challenges for the industry, with their take on what will be happening and developing in the next year or so.

I myself will be speaking on the subject of ‘2-Speed ITSM’ – a topic I first raised in a previous blog. The gist of this is that there is often a vast gulf between what we see, hear and talk about at these big industry events and the reality of working as a ‘hands-on’ practitioner in a delivery organisation.

 Practitioner vs. Industry View

Of course I’d expect that new ideas, analysis and strategic thoughts are aired at these type of events – although in recent years I’ve often found that there are some big gaps between both what practitioners want from these events and what the ‘industry’ presents as important. This seems to work in two opposing directions – maybe it’s because I’ve contributed and been exposed to a lot of industry discussion over the last few years, but I am still amazed at how much ‘standard ITIL fare’ is presented at these shows – SMFUSION last year was the same, with only a small coterie of people in the ‘thank tank’ providing the insight into new ideas and ways of working. However there are also online events like TFT which generally portray a far more revolutionary and challenging approach to the status quo, perhaps at times at odds with the realities of practitioner life…?

I know from my own working experience that I often go from some futuristic and visionary discussions at conferences, to a ‘retro’ experience of 80s and 90s computing in some client organisations. There is also a regular challenge to the nature and value of ‘the conference’ experience itself – so much is online, so much can be done for communications and collaboration using digital media without leaving your home of office – what’s the point of going to these events at all?

I think its valid to question the nature of conferences, particularly those that still might follow traditional lines – with multiple streams, plenary sessions, workshops, training and of course a vendor exhibition. It does often feel like 2-speed conferences, serving a 2-speed industry…

However…

I do feel that conferences can be really valid and valuable experiences, for all areas of the industry. There is really no substitute for face to face meetings and conversations, networking and group discussions (often in the bar) that help to forge business relationships, develop peer groups and expand knowledge and ideas across otherwise disparate groups of people.

I think our notion of what we can expect to gain from a conference does vary considerably in terms of our experience and expectations, place in the industry, plus also in relation to our view of what a conference actually is.

So it’s useful in advance to reflect on and revise our expectations of what we will want and get out of the event. If this is about learning or hearing some new stuff, then we need to research the programme to ensure we find the right sessions. If we are going to network and develop our contacts, maybe with some socialising, that is also completely valid. I do think that the buy/sell expectation is less and less valid these days, particularly since so much information is online – for many vendors it’s now more about making sure that you are seen and associated with central industry activity, rather than direct selling. I think ultimately for many practitioners these events are a great opportunity to meet other people like themselves and share experiences and ideas.

Overall whilst there is very little about a conference that you can’t do somehow elsewhere, it is in fact the multi-level activity and cauldron experience that is the real USP and makes the experience worthwhile.

So we’re not talking about just 2-speed but multi-speed, which is of course a real reflection of what working life is actually like. Our ITSM industry actually functions at both basic and advanced, simple and complex and futuristic and ‘vintage’ levels – all are valid and, when you attend one of these events, you can experience all of these in condensed form – all life is here…

Look forward to seeing you there – if you have a view or opinion you’d like to share, please search me out and we can have a chat or interview if that suits… You can also contact me in advance. ITSM Review’s Rebecca Beach and Sophie Danby will also be in attendance. If you would like to schedule a meeting with either of them at the conference please contact ITSM Review.


Find Barclay presenting at PINK14:

Image Credit

itSMF Estonia Conference

estonia
A few faces from last year’s event…

We are excited to announce that we will be the Official Media Partner for the 8th itSMF Estonia Conference on 11th December at Swissotel Tallinn.

The event brings together ITSM practitioners from the private sector – banks, telecoms, energy sector, software companies, etc. – and the public sector for mutual experience sharing.

While the majority of the delegates are from Estonia, a sizable number of delegates from neighboring countries (the Baltics and the Nordics) and the rest of Europe are already confirmed to attend, after hearing feedback from their peers about last year’s event.

What you can expect

  • One full day of presentations, all in English, from well-known and respected specialists and practioners from both Estonia and abroad, covering topics including, but not limited to: Business Relationship Management; Problem and Knowledge Management; getting value from proper approach to services and processes; the future of the service desk; and the beyond cool way Estonian public sector provides IT-enabled services to citizens
  • A special presentation from the CEO of AXELOS, Peter Hepworth, sharing his vision on the future of ITIL
  • An international forum with Axelos, where the aforementioned vision will be discussed and delegates have an opportunity to ask questions, voice concerns and provide input

There is also the opportunity (at a small additional charge) to attend two pre-conference workshops (on 10th December) run by industry-renowned Barclay Rae:

  • ITSM Optimiser – making the most of ITSM (an interactive workshop that looks at current and new trends and practices, providing attendees with new ideas and options on how to make the most of their ITSM operation, processes and tools)
  • Memorable Metrics – producing reports that are valuable and actionable (this session identifies issues with current IT reporting (particularly operational reporting) and provides practical suggestions on how to improve and develop really useful reports and metrics, targeted for different stakeholders)

Our very own ITSM Research Analyst Rebecca Beach will also be in attendance. If you would like to schedule a catch up and/or one-on-one meeting with her at the conference please contact her directly. We are interested in hearing from all attendees whether you are a vendor, end-user, consultant or other!

We hope to see you there!


Event Summary

WHAT

itSMF Estonia Conference

WHERE

Swissotel Tallinn

WHEN

Wednesday 11th December (with pre-conference workshops on Tuesday 10th December)

BOOKING

Booking rates start from just €45, find out more

Competition: Why do you deserve a free ticket to this year’s itSMF UK conference?

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As part of our Media Partnership with the itSMF UK Conference and Exhibition, 4-5 November in Birmingham, we have a free ticket (to both days of the event) to giveaway to one lucky reader.

So pay close attention, because this is a great giveaway!

The ticket

The free ticket will include:

  • Entry to the pre-conference networking event on Sunday 3rd November
  • Entry to both days of the conference and exhibition (Monday 4th and Tuesday 5th November)
  • Entry to the fabulous Awards Dinner on the evening of Monday 4th November

The ticket will not include:

  • Any accommodation
  • Travel expenses (we’re generous, we’re not THAT generous, sheesh!)

The full value of this ticket is £901.00 + VAT. The cost of this ticket to the winner will be £0.00. The value of this ticket to the winner will be… immense.

The competition

It’s simple.  Just tell us why you deserve to win a free ticket.

To be clear, we don’t want to hear stories about how you need the ticket to help you escape from work for a  couple of days because the colleague who sits next to you drives you mental singing along to “I Will Survive”  every day. Trust us, a free event ticket is not what you need to deal with that.

We want to know what great things you have achieved in the ITSM space to warrant a free pass to such a great conference.  We want to know how this conference will help you in your day-to-day job and why you need that help. We want to know how this ticket will change your ITSM life!

Oh, and did I mention that we need all that in less than 200 words?

Submit your entry here.

The Rules

  1. Deadline to enter is Friday 18th October
  2. You don’t have to be an itSMF UK member to participate in this competition
  3. This competition is open to readers all over the world
  4. How to enter: Post your reason why you deserve to win this free ticket here
  5. The ITSM Review will choose the winning entry
  6. The ITSM Review’s decision is final (and all that jazz…)
  7. We reserve the right to change the rules retrospectively at any point, because… well because this is our competition and we said so.

GOOD LUCK and make your 200 words count!

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